Making enquieries

Letter of enquiry (inquiry)

Making inquiries = asking for information

Email: the basics

• To:• From:• Subject:• Cc:• Bcc:• Attached:• Signature:

• Recipient’s name and email • Your name & email address• Topic you are writing about• Recipient of a copy• Sending a blind copy...• Files you are sending too• Your full name, address and

other details (automatic)

Ways to start your message

• Dear Sir or Madam

• Dear Sir

• Dear Madam

• Dear Mr Smith

• Dear Ms Smith

• Dear Mrs Smith

• Dear Miss Smith

• Dear John Never: Dear Mr John

Ways to end your message

• Best wishes - to someone you know well

• Yours faithfully – not writing to a named person

• Yours sincerely – to a named person

Subject headings and organization

• Include a short, clear subject heading - encourage the (right) recipient to open the message

• Divide your message into paragraphs (separate by line spaces, start at the left margin) – give the content some structure

Asking for and sending info

• Asking:– Please can you tell

me...– Please can you send

me...– Please can you send

me details of...

• Replying:– Thank you for your

email(, dated 6 June)

– Thank you for your inquiry.

– I am attaching details of...

– I attach some/our information/price list which I hope you will find useful...

– I look forward to ...

Message style

• Use natural style– Thank you for your letter, dated 14 June...

• Do not use informal language, such as:– Hi! Hello! Ciao, John!

• Do not use text-message abbreviations– I hope I can c u soon. Yr order is ready 4 u.

• Do not use slang and emoticons– A guy here can help. ;-) ;-(

Is this acceptable?

• We got your order. The cost is $ 250 per box plus $50 for delivery (3-5 days).

• Your prices are not acceptable.

• Respond to my message straight away!

• Can you call me on the phone?

• You must have lost my address.

• This is very unpleasant.

Be polite!

• Say please and thank you

• Say more

• Avoid being very direct

• Ask rather than order

• Use indirect questions

• Avoid blaming or accussing the addressee

• Understate the point

Consolidation: a complete email

• Take a look at 1.10, p 13

• Working in your teams write a polite email to Corona with a copy to your manager.

Making inquiries

• Company to company, pp 7 through 16– 1.7 – What’s wrong with these messages?– 1.9 – Make these messages more polite.