Chapter 18
Enquiriesand
Replies
Chapter 18
The most common letters in business are buyer’s enquiries about goods and
services and sellers’ replies giving information and quotations
It is used so that they have a document and a record for reference
Chapter 18
To ask for information, you can directly begin with a question or request or an indication of
the need. A series of direct questions may follow the opening paragraph. The letter may
end with a friendly comment. It is more effective to end a letter with more business-like
sentence
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•Courteous request for information, giving itspurpose
•Statement of what is wanted (a list of questions)•Request that the information may be given by acertain date and/or indication of business to follow.
Points included in this letter are:
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Your reply must do a sales job. Tell the potential customer what he wants to know, and something
more. You need persuasive skill and good judgment in giving information. Present the facts so as to show the customer the benefits of buying
the product/service. You must show the advantage of the product
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Asking help or advice from business acquaintances:
You may ask business acquaintances for information. I the information is likely to be
confidential, you must be tactful; offer to help in other matters, whenever possible; address the enquiry to an individual rather
than to a company
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A tactless refusal creates ill will; convey the negative message carefully. Courteously explain why the
information cannot be given, and suggest some other source of information. Write a helpful tone. The
points to be considered are: Appreciation of interest shown by inquirer; apology and reason for inability to
give information; suggestion of other sources of information, if possible.
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Mention all details of your requirements when asking for a
quotations; if it is for a service, ask for a representative to visit you to
discuss the details. If it is for a machine, ask for a demonstration to
be arranged
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Polite request for quotation; details of requirements with quality and quantity of goods; place and time of delivery of goods required, carriage paid or carriage forward; any special request about mode of delivery or packing. Suggestion that the volume of business will be large if the quotation is
favorable
Points to be kept in mind are:
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Usual quotation is given when market conditions are normal whereas an exceptional quotation is
given in case of a large order. A tabulated quotation may be enclosed with a letter. The points to be considered are: thanks for enquiry; statement of prices and terms; attempt to win the customer
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A firm offer is a quotation which is firm for acceptance by the receiver within a stated limited time. It’s a promise to sell the state quantity at the quoted piece provided the order is received within
given time, usually 3 to 7 days. It is a moral obligation but not a legal obligation
It is made when the price of a product is expected to rise or when the price is fluctuating, and quoting
a definite price is difficult. It builds goodwill with important customers
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The substitute you offer must satisfy the purpose and need of the customer. It must
be the nearest in quality and price; if it differs explain why. A substitute must be
offered with confidence
Just offering a substitute without explanation may give rise to mistrust.
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Write a tactful letter saying that the market is uncertain and you can
quote only for a definite contract, or make a firm offer for a very short
period.
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If your order is likely to be large, you can point this out to persuade the seller to give better terms. The requests
should be specific. Points to be considered are: expression of thanks for the quotation; Specific request for more
favorable terms and attempt to show that the supplier will benefit if he gives the requested terms; suggestion that
large/frequent orders will be placed if the request is granted
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Agreeing too readily to reduce your price may give the impression that the originally offered
terms were not fair, or the sales are so poor that you are eager to get an order at any price. A
request or a favor should be granted with dignity. A grudging or condescending tone will be
resented by the customer.
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Show the seller that he has an advantage, such as publicity or
increased sales.
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Granting a request: This is a pleasant message; grant a favor cheerfully, without grudging. You may
of course express expectation of benefit by granting the favor. Refusing a request: A refusal
must be conveyed tactfully so that chances of future business with the customer are not damaged. Customers can be persuaded to
understand why the request cannot be granted. Take pains tom explain
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It is expensive to win new customers than to keep the old ones. The commonest reason for loss of customers is that the supplier makes nom effort to retain them and so they
drift away to competitors. A timely letter to a drifting customer can save a loss. A short letter should suffice; sending the latest catalogue, or samples of the at least
designs/products may make an indifferent customer feel that he is remembered by you
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i) Statement that the customer’s communication hasbeen missed for some time
ii) Tactful enquiry about why she/he has been silent iii) Information about new product/service or special
offer iv) Request for order; assurance that satisfaction will be
ensured.
Address the letter to a specific person by name and include these points:
Chapter 17
Letters given by the employer to the employee are legal documents. Date of appointment, of taking charge of the post, ofconfirmation, promotion, resignation, termination of service, etc. are an important deciding factor in computing the amount due to the employee when the appointment comes to an end. It is
advisable not to sign the acceptance of any letter until the details of the appointment letter are examined and found
satisfactory
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An appointment letter must contain:
i) Name of the postii) Scale of pay and rate of increment iii) Basic salary to be given to the particular personiv) Allowances applicable v) Date on which the person is expected to take charge of the post. vi) Provident fund, or pension and gratuity benefits applicable to the
post vii) Period of probationviii) Period of termination notice
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A warning memo is given in confidence to an employee whose work is unsatisfactory or who violates rules and regulations, or behaves in an undisciplined manner. The letter must refer to records or registers such as the attendance
register, leave register, or the actual work done by the employee to indicate that there is
documentary evidence of fault.
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A written memo is never issued without previous oral warning.
Its not a threat or dismissal from service; it states firmly that better work/behavior is
expected, and that unless there is improvement increments or promotion may
be withheld
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Termination service may be involuntary like lay-off/discharge
or voluntary like resignation/retirement
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The decision of lay-off is taken only after careful
analysis of alternatives, like retraining, and transfer
options
It is done owing to a loss of business, restructuring or recognition or other business requirement
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The decision of lay-off is taken only after careful
analysis of alternatives, like retraining, and transfer
options
It is done owing to a loss of business, restructuring or recognition or other business requirement
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If an organization finally decides to lay-off employees,
all rules, procedures and contract obligations are strictly
followed.
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Each lay-off may be considered separately on the basis of the employee's seniority, contract
terms, transitional support needs, etc.
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It may offer to write testimonials,
recommendations, or give other assistance in the
employee's efforts to find another position.
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It includes date of relieving, name of the post held, reason of
termination, and information about payment dues. An expression of
regret, and appreciation of services is necessary
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Proper documentation is essential to ensure that the dismissal is legally tenable. A confirmed employee's service can be
terminated only after inefficiency, negligence or malpractice is definitely proved.
A charge-sheet, followed by an inquiry is the required procedure before terminating a confirmed employee
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The body of the letter has 4 parts:
• Identify the letter as a termination notification and give the reason of issuing the letter
• Summary of facts supporting the disciplinary action
• Notification that the letter will be placed in the employee's personnel file
• Notice of right to appeal the dismissal
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Resignation/retirement: The letter of resignation indicating the last day of work is
usually to be submitted to the immediate supervisor and a copy is forwarded to the
HR department. An exit interview is scheduled when a resignation letter is
received
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When the employee leaves, a relieving letter is given to the
employee. Acceptance of resignation includes an expression of appreciation of contribution and
good wishes for the future
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