8. Replies to inquiries

8.1 What are the general rules foe writing a reply to an I?

If you are the correct person, be prompt with your reply. Address every question courteously, even those that seem errant (ошибочный) or illogical. You must take into account that your reader probably lacks your expertise. Keep your response on point and on task, as short and complete as possible. Avoid going beyond the scope of the writer's request. When responding to a forwarded letter of inquiry, make note of it in the opening paragraph of your reply. It informs the writer know that you are the contact person to whom future communications should be addressed. In your closing paragraph, express your willingness to be of further assistance.

8.2 What should you do I you received an I erroneously?

Should you receive a letter of inquiry erroneously,(ошибочно) or have neither the information requested nor the authority to reply, forward it on to the person in your company who does. Attach a memo to that person explaining your reason for forwarding the letter.

8.3 What are the parts of a reply?

1. Opening

2. Confirming that you can help

3. Closing

8.4 What should you do right after the opening lines?

Confirming that you can help ( Let the writer know as soon as possible if you have the product or can provide the service he/she is enquiring about. It is irritating to read a long letter only to find that the firm cannot help)

8.5 Should you sell your product in your reply?

Sell your product (Encourage or persuade your prospective customer to do business with you. A simple answer that you have the goods in stock is not enough. Your customer might have made ten other enquiries, so remember it is not only in sales letters that you have to persuade. Mention one or two selling points of your product, including any guarantees you offer)

8.6 is it realistic to be always able to comply with requests of a would-be customer?

Suggesting alternatives (You should be especially tactful if for some reason or other you cannot comply with the request of the would-be customer. In any case you should do your best in order not to rebuff him. You may draw his attention to other lines of trade. They ought to be equivalent, of course. But do not criticize the product he originally asked for)

9. Quotations

9.1 What does the phrase “businessmen give replies to enquires precedence over all other letters” mean?

Many firms make it a point to answer enquiries the very day, they are received иэтовприоритете!!!

9.2 what should you do if you received an enquiry erroneously?

Should you receive a letter of inquiry erroneously,(ошибочно) or have neither the information requested nor the authority to reply, forward it on to the person in your company who does. Attach a memo to that person explaining your reason for forwarding the letter.

9.3 what are the parts of a reply to an enquiry? Characterize them.

1. Opening (Thank the writer for his/her enquiry. Mention the date of his/her letter and quote any other references that appear)

2. Confirming that you can help ( Let the writer know as soon as possible if you have the product or can provide the service he/she is enquiring about. It is irritating to read a long letter only to find that the firm cannot help)

3. Sell your product (Encourage or persuade your prospective customer to do business with you. A simple answer that you have the goods in stock is not enough. Your customer might have made ten other enquiries, so remember it is not only in sales letters that you have to persuade. Mention one or two selling points of your product, including any guarantees you offer)

4. Suggesting alternatives (You should be especially tactful if for some reason or other you cannot comply with the request of the would-be customer. In any case you should do your best in order not to rebuff him. You may draw his attention to other lines of trade. They ought to be equivalent, of course. But do not criticize the product he originally asked for)

5. Referring the customer elsewhere (It is possible, of course, that you may not be able to handle the order or answer the enquiry. Your correspondent may be asking about a product you do not make or a service you do not give. If this is so, tell him and if possible refer him elsewhere)

6. Catalogues, price-lists, prospectuses, samples (Make sure that you enclose current catalogues and price-lists if you are sending them. And if prices are subject to change, then let your customer know. It is bad policy to suddenly send a letter telling him that prices have been increased by 10% after you have quoted a firm price. And if you are sending samples, let your customer know they will follow the letter immediately by separate post.

7. Demonstrations, representatives, showroom visits (Certain products, e.g. heavy equipment, machinery, installations, may need demonstrating. In these cases the company might send a representative or adviser if equipment is to be installed. They could, however, suggest that the customer visits their agent in his own country, or a stockist with a showroom)

8. Closing (Always thank the customer for writing to you. If you have not done so in the beginning of the letter, you can do so at the end. You should also encourage further enquiries.)

9.4 what should be mentioned in a quotation?

Price (When a manufacturer, wholesaler or retailer quotes a price, he may or may not include other costs and charges such as transport, insurance, and taxes e.g. in the UK, Value Added Tax or VAT).

Transport and insurance costs (he International Chamber of Commerce uses a set of terms for delivery in overseas contracts - these are called Incoterms. Their use is optional, but deals are much clearer if contracts are subject to Incoterms 1990)

9.5 are the prices quoted always legally binding?

Prices which include these extra costs are known as gross prices; those which exclude them are known as net prices, a firm's quotation is not necessarily legally binding, i.e. they do not always have to sell you the goods at the price they quoted in their reply to an enquiry. However, when prices tend to fluctuate, the supplier will add a provision to their quotation stating that their prices are subject to change. If the company makes a firm offer, it means they will hold the goods for a certain time until you order, e.g. firm 14 days. Again, this is not legally binding, but suppliers generally keep to their offer to protect their reputation)

9.6 what types of discounts do you know?

Discounts (Manufacturers and wholesalers sometimes allow discounts to be deducted from the net or gross price. They may allow a trade discount to sellers in similar trades; or a quantity discount over a certain amount; or a cash discount if payment is made within a certain time, e.g. seven days, or a loyalty discount when firms have a long association)

Methods of payment (When quoting terms, you may require, or at least suggest, any of several methods of payment (letter of credit, bill of exchange, etc.)

Quoting delivery(If the enquiry specifies a delivery date, confirm that it can be met, or if not, suggest an alternative date. Do not make a promise that you cannot keep; it will give you a bad reputation, and if a delivery time is a condition of ordering, the customer could sue you if you break the contract, or reject the goods)

9.7. What main incoterms do you know?

The International Chamber of Commerce uses a set of terms for delivery in overseas contracts - these are called Incoterms. Their use is optional, but deals are much clearer if contracts are subject to Incoterms 1990.

GROUP C - Main carriage paid

CFR (Cost and Freight) named port of destination e.g. the port the goods are going to.

Delivery has occurred when the goods are on the ship at the port of shipment. The seller pays all the costs to this point and freight charges to the named port of destination. S/he provides the buyer with all the transport documentation showing freight paid to that point. The goods and transit risks become the buyer's when the goods have gone over the ship's rail at the port of shipment.

CIF (Cost, Insurance & Freight) named port of destination

Delivery occurs as in CFR (above) and the risks are the same, but the exporter pays cargo insurance.

CFR and GIF can only be used for sea and inland waterways.

CPT (Carriage Paid To) named place of destination

Delivery happens when goods are given to the carrier (if more than one, the first carrier, or a freight forwarder). The seller pays the costs of delivery to the named place and the buyer's risks start from there.

CIP (Carriage and Insurance Paid) named place of destination

Delivery occurs as in CPT with the buyer's risks being the same. The only change is the exporter pays the cost of cargo insurance.

GROUP D-Arrival

DAF (Delivered at Frontier) named place

Delivery happens when the buyer gets the goods at a named place on the frontier, cleared for export, but not cleared for import. The buyer assumes all risks from here. The exporter pays all the costs to this point, but does not pay for unloading or import clearing charges.

DES (Delivered Ex Ship) named port of destination

Delivery happens when buyer gets goods at named port. He then assumes all risks, but the exporter pays all costs to that point, but not unloading or import clearance.

DEQ (Delivered Ex Quay - Duty Paid) named port of destination

Delivery happens when the buyers gets the goods on his/her quay (dock) and assumes all risks from that point. The seller pays all charges to that point including import and customs clearance costs.

DES and DEQ can only be used for sea and inland waterways.

DDU (Delivered Duty Unpaid) named place of destination

Delivery takes place when the buyer gets the goods at the named place in the importing country and takes all the risks thereafter. The seller pays all costs to this point, but not duties and taxes.

DDP (Delivered Duty Paid) named place of destination

Delivery happens as in DDU, with the buyer taking the same risks. The seller pays all costs to this point including taxes and duties.

GROUP E - Departure

Ex-Works (EXW) e.g. from the factory or warehouse

Seller packs and prepares goods for dispatch with delivery taking place at his/her factory or warehouse. The buyer now takes all transit risks.

GROUP F - Main carriage unpaid

FCA (Free Carrier) named place e.g. where the carrier - the plane or ship etc., pick up the goods

Delivery occurs when the seller gives the goods to the carrier (airline, shipping company, or freight forwarder) who is named by the buyer. The seller will pay all the costs up to this point, including export formalities and licences. From this point the buyer takes the risks for the goods and transit. This term is used for any type or combination of types of transport.

FAS (Free Alongside Ship) with port of shipment named e.g. where the goods are leaving from

Delivery occurs alongside the ship named by the buyer at the named port of shipment. The buyer has the expense of loading. The seller pays costs up to and including delivery alongside the ship, including all documentation. The goods and transit risks are the buyer's when the goods are delivered within the period stated in the contract of sale. This term is only used for sea and inland waterways e.g. canals.

FOB (Free on Board) named port of shipment e.g. where the goods are leaving from.

Delivery takes place when goods are on board the named ship at the buyer's named port. The seller pays all costs of loading. The buyer's risks for the goods and transit begin once the goods have been put over the ship's rail.

The term is only used for sea and inland waterways.

9.8 what are the two ways of quoting terms?

Fixed terms and negotiable terms( It is possible to quote terms in two ways: by stating your price and discounts without leaving room for negotiation, or suggesting that the customer could write again and discuss them. In the two examples below, the companies make firm quotes, indicating that methods of payment and discounts are fixed)