Goods on approval

As we saw in 3.3.5, these two firms know one another quite well, so Mr Cliff does not find it necessary to ask for references or a guarantor before allowing Mr Hughes the goods on approval. A provisional order is enough to confirm that Mr Hughes has asked for the goods, and the driver will get him to sign a delivery note, once he has brought the consignment, as further proof that Mr Hughes has received them.

4.3.7 An estimate

This illustrates an estimate sent in tabulated form in the body of a letter. It is a reply to the letter at 3.3.6.

Wembley Shopfitters Ltd.

Wycombe Road, Wembley, Middlesex HA9 6DA

Telephone: 081 903 2323 Reg: London 481629 VAT: 314 6519 28

24 January 20-

Mr K. Bellon

Superbuys Ltd.

Superbuy House

Wolverton Road

London SW16 7DN

Dear Mr Bellon,

Estimate for refitting 'Superbuys' Wembley High Street Branch

Our foreman visited the above premises on Thursday and reported back to our costing department who have now worked out the following estimate for fixtures and fittings which includes materials and labour.

Fitting 200m of 'Contact' Shelving in main shop and store room. Erecting 15 steel stands plus shelves 23m x 6m @ £52.00 each. Laying 3,320 sq.m. 'Durafloor' flooring @ £9.00 per sq.m. Fitting 3 window frames plus glass 13m x l0m @ £79.00 each. Rewiring; fixing power points, boxes, etc. 36 'Everglow' light fittings @ £12.00 each. Total plus VAT @ 17.5%

£ 420.00 780.00 29,880.00 237.00 432.00 31,749.00 5,556,00 37,305.00

cont.

-2-

We are sure you will agree that this is a very competitive estimate especially when you consider that the materials we use are of the best quality and backed by a one-year guarantee against normal wear and tear. We can also promise that the job will be completed before the end of February provided that no unforeseeable circumstances arise.

If you have any further questions, please contact Mr T, Mills on 081 903 2323 ext. 21, who, as senior supervisor, will be able to give you any advice or information you require. We look forward to hearing from you soon.

Yours sincerely,

P. Lane

Director

Questions

1 Where is the brief subject matter of this letter?

2 Which department estimates this amount for the job?

3 Why does Mr Lane consider this a competitive offer?

4 What provision is mentioned if the job is to be completed in February?

5 What does the sign @ mean?

6 Is the figure £31,749 a net or gross total?

7 What is the position of Mr Mills?

8 What does the expression normal wear and tear mean, and why is it mentioned?

9 Which words in the letter correspond to the following: place of work; calculated; assessment; supported; problems not anticipated?

4.4

Points to remember

1 The reply to an enquiry does not only tell your customer whether you can provide the goods or services he has asked about, but also indicates what sort of firm you are; whether you are aware, conscientious, and efficient.

2 Avoid opening with expressions like 'We are in receipt of your enquiry' or 'With reference to your enquiry' or 'In reply to your enquiry'. These openings tend to sound rather cold.

3 Avoid phrases like 'We are taking the liberty of sending you ...' or 'We hasten to reply to your esteemed enquiry of the 10th inst.;' you will sound like a firm that should have gone out of business a century ago.

4 If you use expressions like 'It was with the utmost pleasure that we received ...' or 'We deeply regret that we cannot supply you with ...', you will appear at best desperate or, worse, insincere. A straightforward Thank you for...' or 'I would like to thank you for...' or 'I am sorry that ...' is enough.

5 Make sure that you do not leave out information, and have supplied the printed matter that you think will help your customer.

6 Assure your customer that you have faith in your product, which means that you have to 'sell' It.

7 A reply to an initial enquiry is the first impression your customer will have of you, and that will be how he judges you. So a direct approach, telling the customer what the product is, why he should buy it, how much it will cost, and what concessions you are offering, will create an impression of an efficient company that can handle his order smoothly.

8 After you have written your reply, check it to make sure that you have answered all the customer's questions, and included all the points you wanted to make. Ask yourself if the letter flows, or seems short and sharp; if it sounds helpful, or just informs the customer. The best test of all, of course, is to ask yourself if you would order something from a firm that has sent you the letter you have written.

4.5