Replying to letters of Replying to letters of enquiryenquiry

Opening Opening Mention your prospective customer’s name. if Mention your prospective customer’s name. if

the customer signs the letter Mr. B. Green, the customer signs the letter Mr. B. Green, then begin Dear Mr. Green not Dear Sir, which then begin Dear Mr. Green not Dear Sir, which indicates that you have not bothered to indicates that you have not bothered to remember the enquiry’s name. remember the enquiry’s name.

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

Thank you for your enquiry of June 15Thank you for your enquiry of June 15 thth 2007 in 2007 in which you asked about…which you asked about…

I would like to thank you for your enquiry of May I would like to thank you for your enquiry of May 30 and am pleased to tell you that we would be 30 and am pleased to tell you that we would be able to supply you with the …able to supply you with the …

We were pleased to hear from your letter of 6 We were pleased to hear from your letter of 6 June that you were impressed with our selection June that you were impressed with our selection of …of …

Thank you for your letter about … which we Thank you for your letter about … which we received this morning.received this morning.

Confirming that you can helpConfirming that you can help Let the writer know as soon as possible if you Let the writer know as soon as possible if you

have the product or can provide the service have the product or can provide the service he/she is enquiring about. It is irritating to read he/she is enquiring about. It is irritating to read a long letter only to find that the firm cannot a long letter only to find that the firm cannot help.help.

We have a wide selection of … that will appeal We have a wide selection of … that will appeal to different kinds of customers, and in particular to different kinds of customers, and in particular the city market which you specified.the city market which you specified.

Our factory would have no problem in turning out Our factory would have no problem in turning out the 10,000 units you asked fro in your enquiry.the 10,000 units you asked fro in your enquiry.

We can supply from stock and will have no We can supply from stock and will have no trouble in meeting your delivery date.trouble in meeting your delivery date.

I am pleased to say that we will able to deliver I am pleased to say that we will able to deliver the transport facilities you require.the transport facilities you require.

We offer door-to-door delivery services. We offer door-to-door delivery services.

Selling your productSelling your product Encourage or persuade your prospective Encourage or persuade your prospective

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

We think you have made an excellent choice in We think you have made an excellent choice in selecting this line, and once you have seen the selecting this line, and once you have seen the samples we are sure you will agree that this samples we are sure you will agree that this unique both in design and color.unique both in design and color.

We can assure that the Omega 2007 is one of We can assure that the Omega 2007 is one of the most outstanding machines on the market the most outstanding machines on the market today, and our confidence in it is supported by today, and our confidence in it is supported by our five-year guarantee.our five-year guarantee.

Suggesting alternativesSuggesting alternatives If you do not have what the enquirer has asked If you do not have what the enquirer has asked

for, but have an alternative, offer it to him. But for, but have an alternative, offer it to him. But do not criticize the product he originally asked do not criticize the product he originally asked for.for.

The model has now been improved, its steel The model has now been improved, its steel casing having been replaced by plastic which casing having been replaced by plastic which is lighter, more durable and stronger. is lighter, more durable and stronger.

Referring the customer elsewhereReferring the customer elsewhere It is possible, or course, that you may not be It is possible, or course, that you may not be

able to handle the order or answer the enquiry. able to handle the order or answer the enquiry. Your correspondent may be asking about a Your correspondent may be asking about a product you do not have or a service you do product you do not have or a service you do not give. If this is so, tell him and is possible not give. If this is so, tell him and is possible refer him elsewhere.refer him elsewhere.

I regret to say that we no longer produce the I regret to say that we no longer produce the item AO. 123R you refer to, since we find there item AO. 123R you refer to, since we find there is no longer sufficient demand for it. I am sorry is no longer sufficient demand for it. I am sorry we cannot be of help to you. we cannot be of help to you.

We no longer manufacture cotton box as their We no longer manufacture cotton box as their retail prices tend only to attract the requirement retail prices tend only to attract the requirement of the market in Mekong Delta. All our products of the market in Mekong Delta. All our products are made of plastic that is lighter and more are made of plastic that is lighter and more durable. However, if you are still set on pure durable. However, if you are still set on pure cotton box, we advise you to Chi Box Making Ltdcotton box, we advise you to Chi Box Making Ltd

Even if the product is yours, you may Even if the product is yours, you may still have to refer to the enquirer still have to refer to the enquirer elsewhere.elsewhere.

I confirm that the product you require is one of I confirm that the product you require is one of ours, but since we are only able to deal with ours, but since we are only able to deal with wholesalers, not retailers, may I refer you to A. wholesalers, not retailers, may I refer you to A. Box Design Co, 123 Nguyen Hue St, Dist 1, Box Design Co, 123 Nguyen Hue St, Dist 1, HCM City.HCM City.

Our agents in Hanoi are Spa Alberto 12 Hang Our agents in Hanoi are Spa Alberto 12 Hang Bong Hanoi, and they carry a full stock of our Bong Hanoi, and they carry a full stock of our goods.goods.

Catalogues, price lists, prospectuses, Catalogues, price lists, prospectuses, samples.samples.

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

Please find enclose our current catalogues and Please find enclose our current catalogues and price-lists quoting c.i.f prices HCM City. The price-lists quoting c.i.f prices HCM City. The units you referred to in you letter are featured on units you referred to in you letter are featured on pp 30-34 under catalogue numbers A1 – A4. pp 30-34 under catalogue numbers A1 – A4. when ordering could you please quote these when ordering could you please quote these numbers? The samples you asked for will follow numbers? The samples you asked for will follow by separate post.by separate post.

We have sent you our summer catalogue which We have sent you our summer catalogue which unfortunately is only printed in German. unfortunately is only printed in German. However, we have enclosed an English However, we have enclosed an English translation for the relevant pages (40-45) and translation for the relevant pages (40-45) and hope this will prove helpful. hope this will prove helpful.

We have enclosed our booklet on the Omega We have enclosed our booklet on the Omega 2007 and are sure you will agree that it is one 2007 and are sure you will agree that it is one of the finest machines of its kind. It can be of the finest machines of its kind. It can be adapted to your specification and details of this adapted to your specification and details of this are on page 12 under the heading “Structural are on page 12 under the heading “Structural Changes”. Changes”.

… … and we have enclosed our price-list but and we have enclosed our price-list but should point out that prices are subject to should point out that prices are subject to change as the market for raw materials is very change as the market for raw materials is very unstable at present. unstable at present.

Demonstrations, representatives, show-Demonstrations, representatives, show-room visitsroom visits

Certain products as heavy equipment, Certain products as heavy equipment, machinery, installations, may need machinery, installations, may need demonstrating. In these cases the company demonstrating. In these cases the company might send a representative or adviser if might send a representative or adviser if equipment is to be installed. They could, equipment is to be installed. They could, however, suggest that the customer visits their however, suggest that the customer visits their agent in his own country, or a stockist with a agent in his own country, or a stockist with a show-room. show-room.

We have enclosed all the details about the We have enclosed all the details about the model A1QA2, but feel that a demonstration will model A1QA2, but feel that a demonstration will give you more of an idea of its capabilities. We give you more of an idea of its capabilities. We would therefore like to invite you to our centre in would therefore like to invite you to our centre in E-Town Office Building, Tan Binh Dist, HCM City E-Town Office Building, Tan Binh Dist, HCM City where the equipment is set up so that you can where the equipment is set up so that you can see the machine in action.see the machine in action.

As the enclosed illustrated booklet cannot really As the enclosed illustrated booklet cannot really show the efficiency of the Sym@ word show the efficiency of the Sym@ word processor, can we send our representative to processor, can we send our representative to you with a model of the machine, and we can you with a model of the machine, and we can give you a demonstration? If you are interested give you a demonstration? If you are interested in a visit, please fill in the enclosed pre-paid card in a visit, please fill in the enclosed pre-paid card and return it to us. and return it to us.

The enclosed catalogue will give an idea of the The enclosed catalogue will give an idea of the type of sound equipment we produce, but may type of sound equipment we produce, but may we suggest that you visit our agent’s showroom we suggest that you visit our agent’s showroom in Binh Duong Province where you can see a in Binh Duong Province where you can see a wide range of units? The address is …wide range of units? The address is …

We will able to install the equipment within two We will able to install the equipment within two months, but would like to send Mr. Lam, our months, but would like to send Mr. Lam, our chief engineer to look over your plant and chief engineer to look over your plant and prepare a report on the installation, taking into prepare a report on the installation, taking into account your particular requirement.account your particular requirement.

Closing Closing

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

Once again we would like to thank you for Once again we would like to thank you for writing to us and would welcome any further writing to us and would welcome any further points you would like us to answer.points you would like us to answer.

Please write to us again if you have any Please write to us again if you have any questions or call us at the above phone number.questions or call us at the above phone number.

I am sorry do not have the model you asked I am sorry do not have the model you asked for, but I can promise you that the alternative I for, but I can promise you that the alternative I have suggested will certainly meet your have suggested will certainly meet your expectations, and remember we offer a full expectations, and remember we offer a full guarantee for three years. guarantee for three years.

We hope to hear from you again soon, and can We hope to hear from you again soon, and can assure you that your order will be dealt with assure you that your order will be dealt with promptly. promptly.

Quotations Quotations

In your reply to an enquiry, you may want In your reply to an enquiry, you may want to give your prospective customer a to give your prospective customer a quotation. Below is a guide to the quotation. Below is a guide to the subjects you should cover in your subjects you should cover in your quotation. quotation.

Prices Prices When a producer, wholesaler or retailer quotes a When a producer, wholesaler or retailer quotes a

price, he may or may not include other costs and price, he may or may not include other costs and charges such as transport, insurance, and taxes. charges such as transport, insurance, and taxes. Prices which include these extra costs are Prices which include these extra costs are known as known as gross pricegross price, those which exclude them , those which exclude them are known as are known as net price.net price.

The net price of these articles is $10.00 to which The net price of these articles is $10.00 to which must be added VAT at 15%, making a gross must be added VAT at 15%, making a gross price of $11.50price of $11.50

We can quote you a gross price inclusive of We can quote you a gross price inclusive of delivery charges, of $37.50 per 100 items. delivery charges, of $37.50 per 100 items. These goods are exempt from VAT.These goods are exempt from VAT.

A firm’s quotation is not necessarily legally A firm’s quotation is not necessarily legally binding i.e. they do not always have to sell you binding i.e. they do not always have to sell you the goods at the price they quoted in their reply the goods at the price they quoted in their reply to an enquiry. However, when prices tend to to an enquiry. However, when prices tend to fluctuate, the supplier will add a provision to their fluctuate, the supplier will add a provision to their quotation stating that their prices are subject to quotation stating that their prices are subject to change. If the company makes a firm offer, it change. If the company makes a firm offer, it means they will hold the goods for a certain time means they will hold the goods for a certain time until you order, i.e. firm 14 days. Again, this is until you order, i.e. firm 14 days. Again, this is not legally binding, but suppliers generally keep not legally binding, but suppliers generally keep their offer to protect their reputation. their offer to protect their reputation.

The prices quoted above are provisional, The prices quoted above are provisional, since we may be compelled by increased since we may be compelled by increased costs of raw materials to increase our costs of raw materials to increase our prices to customers. I will inform you prices to customers. I will inform you immediately if this happens.immediately if this happens.

We can offer you a price $6.29 per item, We can offer you a price $6.29 per item, firm 21 days, after which the price be firm 21 days, after which the price be subject to an increase of 5%. subject to an increase of 5%.

Whenever possible you should quote Whenever possible you should quote prices in customer’s currency, allowing prices in customer’s currency, allowing for exchange fluctuations. for exchange fluctuations.

The price of this model of A@Box is USD20.00 The price of this model of A@Box is USD20.00 at today’s rate of exchange.at today’s rate of exchange.

We can quote you a price of 15,000 Hong We can quote you a price of 15,000 Hong Kong dollars per 100 units, though I regret that, Kong dollars per 100 units, though I regret that, because of fluctuating exchange rates, we can because of fluctuating exchange rates, we can only hold this price for four weeks from today’s only hold this price for four weeks from today’s date. date.

Transport and insurance costsTransport and insurance costs

In commerce there are a number of In commerce there are a number of abbreviations that explain which price is being abbreviations that explain which price is being quoted to the customer. These include: quoted to the customer. These include:

Ex-worksEx-works (ex-factory, ex-mill, ex-warehouse) (ex-factory, ex-mill, ex-warehouse) the buyer will have to pay all the costs once the the buyer will have to pay all the costs once the goods have left the factory, mill or warehouse. If goods have left the factory, mill or warehouse. If you are quoted any of these prices you will have you are quoted any of these prices you will have to pay for insurance and transport yourself. to pay for insurance and transport yourself.

f.o.r f.o.r (free on rail) the price quoted covers the (free on rail) the price quoted covers the cost to the nearest station. cost to the nearest station.

f.a.s f.a.s (free alongside ship) there are extra (free alongside ship) there are extra charges up to taking the goods to the side of the charges up to taking the goods to the side of the ship. In some ports, small boats are used to take ship. In some ports, small boats are used to take the goods to the ship and an f.a.s quotation the goods to the ship and an f.a.s quotation means that there will be no charge for this, but means that there will be no charge for this, but there will be charges for loading the goods onto there will be charges for loading the goods onto the ship, plus the usual road/rail transport and the ship, plus the usual road/rail transport and insurance charges. insurance charges.

f.o.b f.o.b (free on board) loading onto the ship is (free on board) loading onto the ship is included the price quoted. included the price quoted.

c. & f. c. & f. (cost and freight) in this case the price (cost and freight) in this case the price includes cost and shipping to the destination includes cost and shipping to the destination named, e.g. $500 c. & f. Hong Kong. But named, e.g. $500 c. & f. Hong Kong. But insurance is not included.insurance is not included.

c.i.f c.i.f (cost, insurance and freight) as the term (cost, insurance and freight) as the term indicates, the price includes all costs up to the indicates, the price includes all costs up to the named destination, e.g. $300 c.i.f Bombay. named destination, e.g. $300 c.i.f Bombay.

Ex-ship Ex-ship means the importing port is named, and means the importing port is named, and the price includes delivery to this port, e.g. ex-the price includes delivery to this port, e.g. ex-ship Manila.ship Manila.

Franco quay Franco quay means the price includes all costs means the price includes all costs up to the importer’s dockside, e.g. franco quay up to the importer’s dockside, e.g. franco quay Hamburg.Hamburg.

c.p c.p (carriage paid) means charges will be paid (carriage paid) means charges will be paid by the sender, e.g. we are replacing the by the sender, e.g. we are replacing the damaged goods and will send replacements damaged goods and will send replacements carriage paid.carriage paid.

c.f c.f (carriage forward) means the transport (carriage forward) means the transport charges are paid by the receiver, e.g. we will charges are paid by the receiver, e.g. we will send the replacement glasses, but as you were send the replacement glasses, but as you were responsible for the breakages, we will send them responsible for the breakages, we will send them carriage forward. carriage forward.

Discounts Discounts

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

We allow a 3% discount for payment within one We allow a 3% discount for payment within one month.month.

The net price of this model is $7.50, less 10% The net price of this model is $7.50, less 10% discount for quantities up to 100 and 15% discount for quantities up to 100 and 15% discount for quantities over 100. discount for quantities over 100.

We do not normally give discount to private We do not normally give discount to private customers but because of your long association customers but because of your long association with our company we will allow you 20% off the with our company we will allow you 20% off the retail price.retail price.

The price quoted are c. & f. Ben Nghe but are The price quoted are c. & f. Ben Nghe but are subject to a 20% trade discount off net price, subject to a 20% trade discount off net price, and we will allow a further 20% trade discount and we will allow a further 20% trade discount off net price for orders of more than 3000 units.off net price for orders of more than 3000 units.

Quoting deliveryQuoting delivery

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

As there are regular sailing from HCM to Hong As there are regular sailing from HCM to Hong Kong, we are sure that the consignment will Kong, we are sure that the consignment will reach you well within the time you specified. reach you well within the time you specified.

We have the materials in stock and will ship We have the materials in stock and will ship them immediately we receive your order.them immediately we receive your order.

As there is a heavy demand at this time of year As there is a heavy demand at this time of year for this model, you will have to allow at least six for this model, you will have to allow at least six weeks for delivery. weeks for delivery.

We could not deliver within two weeks of receipt We could not deliver within two weeks of receipt of order, as we would need time to prepare of order, as we would need time to prepare some special documents. However, if you could some special documents. However, if you could let us have a month, we could guarantee let us have a month, we could guarantee delivery within that period.delivery within that period.

Fixed terms and negotiable termsFixed terms and negotiable terms

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

All list prices are quoted f.o.b. Hong Kong and All list prices are quoted f.o.b. Hong Kong and are subject to a 25% trade discount with are subject to a 25% trade discount with payment by letter of credit. payment by letter of credit.

The prices quoted are ex-works, but we can The prices quoted are ex-works, but we can arrange freight and insurance if required, and arrange freight and insurance if required, and unless otherwise stated, payment is to be made unless otherwise stated, payment is to be made by 30-day bill of exchange, documents against by 30-day bill of exchange, documents against acceptance. acceptance.

Bill ofBill of exchangeexchange ( (home tradehome trade): the seller draws a ): the seller draws a bill on the buyer. The bill states that the buyer will bill on the buyer. The bill states that the buyer will pay the seller an amount within a stated time. The pay the seller an amount within a stated time. The bill is sent to the buyer either by post, or through a bill is sent to the buyer either by post, or through a bank, and the buyer signs the bill before the goods bank, and the buyer signs the bill before the goods are sent. If this is done through a bank, the bank will are sent. If this is done through a bank, the bank will ask the buyer to accept the bill before handing over ask the buyer to accept the bill before handing over the shipping documents; this is known as a the shipping documents; this is known as a documents against acceptance (D/A). documents against acceptance (D/A).

Bill ofBill of exchangeexchange ( (international tradeinternational trade): the procedure ): the procedure is the same as for the home trade, but shipping is the same as for the home trade, but shipping documents usually accompany bills when the bank documents usually accompany bills when the bank acts as an intermediary in overseas transactions. acts as an intermediary in overseas transactions.

Letter of credit or documentary credit: Letter of credit or documentary credit: this method this method of payment is used internally but is more common of payment is used internally but is more common in overseas transactions. Documentary credits in overseas transactions. Documentary credits have to be applied for from the buyer’s bank, by have to be applied for from the buyer’s bank, by filling out a form giving details of the type of credit filling out a form giving details of the type of credit (revocable or irrevocable), the beneficiary (the (revocable or irrevocable), the beneficiary (the person receiving the money), the amount, how person receiving the money), the amount, how long the credit will be available for (valid until…), long the credit will be available for (valid until…), the documents involved (bill of lading, insurance, the documents involved (bill of lading, insurance, invoice…) description of the goods. The money invoice…) description of the goods. The money will credited to the supplier’s account as soon as will credited to the supplier’s account as soon as confirmation of shipment is made. This is done confirmation of shipment is made. This is done when the documents are lodged with the when the documents are lodged with the customer’s bank.customer’s bank.

In the next examples, the use of the adverbs In the next examples, the use of the adverbs normallynormally and and usuallyusually soften the tone of the soften the tone of the statements to indicate that although the statements to indicate that although the firm prefers certain terms, these can at least firm prefers certain terms, these can at least be discussed.be discussed.

We We usuallyusually offer an 15% trade discount on f.o.b. offer an 15% trade discount on f.o.b. prices, and would prefer payment by irrevocable prices, and would prefer payment by irrevocable letter of credit. letter of credit.

NormallyNormally we allow 25% trade discount off net we allow 25% trade discount off net prices with payments against payment basis. prices with payments against payment basis. Please let us know if this arrangement is Please let us know if this arrangement is satisfactory. satisfactory.

General information replyGeneral information reply Thank you very much for your inquiry. You will Thank you very much for your inquiry. You will

find enclosed a catalogue giving detailed find enclosed a catalogue giving detailed information about the model A@+ and including information about the model A@+ and including the impressive results we have achieved in the impressive results we have achieved in rigorous factory and track tests. Please note the rigorous factory and track tests. Please note the items on safety and power economy which have items on safety and power economy which have proved the main selling points of this product. proved the main selling points of this product.

With regard to trade discounts, we are allowing With regard to trade discounts, we are allowing 20% off list prices to bona fide retailers and 20% off list prices to bona fide retailers and wholesalers, with quantity discounts for order over wholesalers, with quantity discounts for order over $10,000.$10,000.

We will be pleased to supply any further We will be pleased to supply any further information you require. information you require.

Yours sincerely,Yours sincerely,

Offer an alternative Offer an alternative Thank you for your enquiry, but I regret to say Thank you for your enquiry, but I regret to say

that we have run out of our stock K123 and K124 that we have run out of our stock K123 and K124 units and do not expect another delivery until units and do not expect another delivery until later this month. later this month.

At present we are testing a consignment recently At present we are testing a consignment recently imported from Taiwan, but these do not have a imported from Taiwan, but these do not have a German Standard Institute stamp of approval German Standard Institute stamp of approval and we would like to test them thoroughly before and we would like to test them thoroughly before putting them on the market. Nevertheless, if we putting them on the market. Nevertheless, if we find they are satisfactory, or we get a delivery of find they are satisfactory, or we get a delivery of K123s/4s from our manufacturers we will contact K123s/4s from our manufacturers we will contact you at once. you at once.

Yours sincerely,Yours sincerely,