- •Introduction
- •1 Business letter writing
- •2The letter heading and the layout
- •2.1. The parts of the letter
- •2.2. Style of american firms
- •3. Structure and presentation
- •1. Read the following statements and decide which are true t and which are false
- •2. Put the verbs in brackets into either the present simple, (e.G. He works), or the present continuous, (e.G. He is working).
- •3. Put the following names and addresses in order.
- •5. Complete the following letter of enquiry with the correct prepositions.
- •Veto Sport ag
- •3.1. Content and Style
- •1. Read this letter from a computer company to a company trainer, and fill in the blanks with the correct verb taken from the list below.
- •2. Put the phrases below in the correct order to form a letter requesting information.
- •3. Rewrite the following request for payment in a more polite form.
- •4. Other methods of communication
- •4.1. Competition
- •Curriculum vitae
- •Interests/hobbies
- •4.2. Forms
- •4.4. Faxes
- •4.5. Notices
- •4.7. Memoranda
- •5 The enquiry
- •Requests for catalogues and price lists
- •General enquiries and replies
- •Enquiries cliches
- •Enquiries
- •1. Fill in the missing words:
- •3. Match these words from Exercise 2 with their definitions
- •4. Rewrite the following questions in a less direct form, beginning with the words given.
- •5. Make words from the jumbled letters and match them with the definitions in the sentences below.
- •6. John Phillips is telling his secretary what to write when she types out the day's letters. Change his instructions into an acceptable form for business correspondence.
- •7. Complete the following letter of enquiry with the correct prepositions.
- •8. Read this reply to a letter of enquiry. Underline the words in the letter which correspond to the words and phrases below.
- •Glaston potteries Ltd
- •Reply to an enquiries (offers)
- •Replies to enquiries cliches
- •Replies and quotations
- •1. Read the following reply to a letter of enquiry. Mr. Fest refers to specific questions asked by Mr Whang. Which of the items below did he request information about?
- •6. Invoices and adjustments
- •Inform the buyer of the amount due.
- •Invoice
- •Invoice
- •Debit and credit notes
- •Varying the terms of payment
- •Useful expressions
- •7. Letters requesting payment tone
- •Late payments
- •Collection letters
- •Second application letters
- •Third application letters
- •Final collection letters
- •Checklist
- •8. Complaints and adjustment
- •Complaints concerning goods
- •Complaints concerning delivery
- •Checklist
- •Useful expressions
- •Complaints and adjustments
- •In the following sentences, the word in italics is not very appropriate for formal correspondence. Choose a more suitable alternative from the list.
- •British Suppliers plc
- •9. Credit and status enquiries
- •Lending restrictions and bad trade
5 The enquiry
Most letters of enquiry are short and simple, so much so that many firms have adopted the practice of sending printed enquiry forms, thereby eliminating the need for a letter. As a prospective buyer, the writer of an enquiry states briefly and clearly what he is interested in, and this is all the receiver of the letter needs to know.
It is rather different when the object of your enquiry is to obtain a special price for regular orders, or selling rights in your area. In cases like these you are asking for concessions, and you have to 'sell' your proposal to the supplier. This requires much more skill than does the writing of a routine enquiry, and we will be returning to letters of this type shortly.
A first enquiry — a letter sent to a supplier-with whom you have not previously done business — should include:
1. A brief mention of how you obtained your potential supplier's name. Your source may be an embassy, consulate, or chamber of commerce; you may have seen the goods in question at an exhibition or trade fair; you may be writing as the result of a recommendation from a business associate, or on the basis of an advertisement in the daily, weekly or trade press.
2. Some indication of the demand in your area for the goods which the supplier deals in.
3. Details of what you would like your prospective supplier to send you. Normally you will be interested in a catalogue, a price list, discounts, methods of payment, delivery times, and, where appropriate, samples.
4. A closing sentence to round off the enquiry.
Enquiries for information about goods or services are sent and received in business all the time. In a routine letter of enquiry follow these guidelines:
State clearly and concisely what you want - general information, a catalogue, price list, sample, quotation, etc.
If there is a limit to the price at which you are prepared to buy, do not mention this otherwise the supplier may raise the quotation to the limit you state.
Most suppliers state their terms of payment when replying so there is no need for you to ask for them unless you are hoping for special rates.
Keep your enquiry brief and concise.
Enquiries mean potential business, so they must be acknowledged promptly. If it is from an established customer, say how much you appreciate it; if it is from a prospective customer, say you are glad to receive it and express the hope of a lasting and friendly business relationship.
Requests for catalogues and price lists
Routine requests where formal reply is unnecessary
Suppliers receive many routine requests for catalogues and price lists. Unless the writer requests information not already included a written reply is often not necessary, and a 'with compliments' slip may be sent instead. In the following enquiries, written replies are not necessary. The items requested may be sent under cover of a 'with compliments' slip:
Example 1
Dear Sir/Madam
Please send me a copy of your catalogue and price list of portable disc players, together with copies of any descriptive leaflets that I could pass to prospective customers.
Yours faithfully
Example 2
Dear Sir/Madam
I have seen one of your safes in the office of a local firm, which passed on your address to me.
Please send me a copy of your current catalogue. I am particularly interested in safes suitable for a small office.
Yours faithfully
Potentially large business
Where an enquiry suggests that large or regular orders are possible a 'With Compliments' slip is not enough. Instead write a letter and take the opportunity to promote your products.
(a) Enquiry
Dear Sir/Madam
I have a large hardware store in Southampton and am interested in the electric heaters you are advertising in the West Country Gazette.
Please send me your illustrated catalogue and a price list.
Yours faithfully
(b) Reply
Dear Mrs Johnson
Thank you Thank you for your letter enquiring about electric Provide further heaters. I am pleased to enclose a copy of our latest specific goods and illustrated catalogue.
information about You may be particularly interested in our Model FX21 refer to information heater, our newest model. Without any increase in fuel in catalogue consumption, it gives out 15% more heat than earlier
models. You will find details of our terms in the price list printed on the inside front cover of the catalogue.
Suggest action for Perhaps you would consider placing a trial order to recipient to take provide you with an opportunity to test its efficiency. At
the same time this would enable you to see for yourself the high quality of material and finish put into this model.
If you have any questions please contact me.
Appropriate close Yours sincerely
Enquiries through recommendations
When writing to a supplier who has been recommended, it may be to your advantage to mention the fact.
(a) Enquiry
Dear Sir/Madam
My neighbour, Mr W Stevens of 29 High Street, Derby, recently bought an electric lawnmower from you. He is delighted with the machine and has recommended that I contact you.
I need a similar machine, but smaller, and should be glad if you would send me a copy of your catalogue and any other information that will help me to make the best choice for my purpose.
Yours faithfully
(b) Reply
Dear Mrs Garson
I enclose a catalogue and price list of our lawnmowers, as requested in your letter of 18 May.
The machine bought by your friend was a 38 cm RANSOME which is an excellent machine. You will find details of the smaller size of 30 cm shown on page 15 of the catalogue. Alternatively, smaller than this is the PANTHER JUNIOR shown on page 17.
We have both these models in stock and should be glad to show them to you if you would care to call at our showroom.
Please contact me if I can provide any further help.
Yours sincerely
Requests for samples
A request for a sample of goods provides the supplier with an excellent opportunity to present products to advantage. A reply should be convincing, giving confidence in the products.
(a) Enquiry
Dear Sirs
We have received a number of enquiries for floor coverings suitable for use on the rough floors which seem to be a feature of much of the new building taking place in this region.
It would be helpful if you could send us samples showing your range of suitable coverings. A pattern-card of the designs in which they are supplied would also be very useful.
Yours faithfully
(b) Reply
Dear Mrs King
Thank you Thank you for your enquiry for samples and a pattern-card of our
floor coverings.
Respond to the We have today sent to you separately a range of samples
request in the specially selected for their hard-wearing qualities. A pattern- enquiry card is enclosed.
Recommended For the purpose you mention we recommend sample number 5 specific samples which is specially suitable for rough and uneven surfaces.
and suggest We encourage you to test the samples provided. When you have follow-up done this if you feel it would help to discuss the matter we will
arrange for our technical representative to arrange to come and see you.
Enclose price Meanwhile, our price list is enclosed which also shows details list of our conditions and terms of trading.
Please contact me if I can be of further help.
Appropriate close Yours sincerely