Course 3: Request letters and replies

1. Letters of enquiry

1.1. General presentationA letter of enquiry, also referred to as a request letter, is usually written to ask for specific information or sales literature about products and services, price lists, catalogues, terms of business, quotations, discount schedules, dealer prices, etc. It can be sent by mail, telex, fax, or e-mail. Letters of enquiry should be specific and short, and they should provide complete, accurate information, e.g. details about what type of company you are and what it is exactly that you want. For example, the following letter is not very easy to answer, as the request made is too general.

Dear Sir or Madam:

Please send us information about your office copiers so that we will know whether one would be suited to our type of business.

Yours truly,

However, the revised letter below would make it easier for the reader to respond, as you have given a clear picture of what you are looking for, so she can determine which of the company’s products might interest you. Moreover, by mentioning the reason for your enquiry, you motivate her response, i.e. your intended purchase is a real potential sale for RBM. Finally, by letting her know when you intend to buy, you’ve encouraged her to reply promptly.

May 2, 2012

RBM Manufacturing Company, Inc.2 Any StreetNew York, New York 10055

Dear Sir or Madam:

We intend to purchase a new office copier before the end of the fiscal year. We would like to consider an RBM copier and wonder if you have a model that would suit our needs.

Our office is small, and a copier would generally be used only by three secretaries. We run approximately 3,000 copies a month and prefer a machine that uses regular paper. We would like a collator, but rarely need to run off more than 25 copies at any time.

We would also like to know about your warranty and repair service.

Since our fiscal year ends June 30, 2012, we hope to hear from you soon.

Sincerely yours,

William WilsonOffice Manager

WW/sw

When a request does not hold the prospect for a potential sale, you should make your letter even more convenient for your reader, for example by itemizing and listing the specific facts you want, and suggesting ways in which you to reciprocate.

Dear Mr. Greenbaum:

I am taking a course in Principles of Adversiting at Smithville Community College in Smithville, Ohio, and I am doing my term project on the ways in which American automobile manufacturers have been competing in the smallcar market.

I would therefore greatly appreciate your send me the following specifications on the new RX-7:

1. Fuel economy statistics2. Technology advances (such as steering system, brake system, and engine capacity)3. Available options

I would also find it very helpful if you told me in which magazine (or other mass media) you began your advertising campaign.

I am certain my classmates will find this information extremely interesting. I will be sure to send you a copy of my report as soon as it is complete.

Respectfully yours,

1.2. Elements of an enquiry letter.

The following elements can usually be included in a letter of enquiry:

1. Say where you saw the advertisement/ how you learnt about the company2. Give some general information about your business.3. State your general reason for writing.4. Request action.5. Close the letter.6. Add a formal ending.

USEFUL SENTENCES FOR LETTERS OF INQUIRY AND REQUESTS FOR INFORMATION

Saying how you found out about the company

We were given your name by the XYZ Company in Billings, Montana.

Your company was highly recommended to us by Ms. Andrea Jensen of the Heyerdahl Company in Providence, Rhode Island.

The Belgian Consulate General in New York advised us that your company is looking for an import agent in Belgium to represent you.

We have learned from the Muller Company in Frankfort, Maine, that you are the manufacturer of the Selekta answering machine with built-in telephone and fax.

Mr. Frank Norris of the Butler Company in Woodlawn, Oregon, advised me that your company is interested in supplying sporting clubs and fitness centers with competitively priced, high-energy soft drinks and candy.

Your company has been highly recommended to us by Stewart, Jones & Company in Melbourne, Florida, with whom we have done business during the past twenty years.

Giving some information about your company

We are a major retail store chain and are inviting estimates for the supply and installation of new universal product code cash registers in all of our 12 outlets in the Chicago metropolitan area.

We are a company manufacturing and selling electronic parts.

We are one of the largest manufacturers of electronic parts.

Stating your general reason for writing

We are writing to several industrial coffee machine manufacturers to invite estimates for the installation and maintenance of automatic coffee machines in our headquarters in Williamsburg, Virginia, as well as at our two production facilities in the Philadelphia area, in accordance with the attached specification list.

We are interested in importing Dutch cheese (in particular Edam, Gouda and Zaanlander) and would like to receive a copy of your latest sales brochure, export price list, and export terms.

If your products and terms of business are as competitive as we have heard from our associates, Berrbaum Company in Denver, we would be interested to discuss a long-term contract with your company.

Requesting action

Please let me know what quantities your company can supply from stock and your earliest date of delivery. In addition, I would like to know if your company is prepared to grant a ten-percent discount.

Please e-mail us details about your Document Binding machine as advertised in the Sunday edition of The Newark Gazette.

We have studied the specifications of your electronic typewriters (Model 227BB) and would like a quote from you for the supply of 200 of these typewriters.

Since we intend to place a substantial order for your new line of BMX lightweight binoculars and monoculars, we would like to know whether you are prepared to grant special quantity discounts for orders in excess of $10,000.

Please let us know on what terms you can deliver the video recorders.

Please reply as soon as possible because we would like to make a decision early next month.

Please send us your latest catalog and full details of your export prices, discounts, and terms of payment.

Please fax me your quotation as soon as possible.

We would appreciate a prompt reply quoting export trade and delivery prices to Martinsville, West Virginia.

Please can you send us ....

Please can you tell us ....

1.3. Practice

Below are some sample letters of enquiry (source: Bond, A: 300 + Successful Business Letters for All Occasions, Barron’s, 2005). Identify the elements discussed above by underlining the words and phrases used to express them.

Letter 1

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Sir/Madam:

Could you please send us your current catalog and price list of the video recorders advertised in this month's issue of Professional Video Equipment News? We are operating a video production facility and are particularly interested in Models AA5 and AA8.

Please, reply as soon as possible as we would like to make a purchasing decision early next month.

Sincerely yours,

SignatureName

Letter 2

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Sir/Madam:

We have seen your advertisement in the March issue of Business Catering Management and would be grateful if you could send us details about your catering services for medium-sized companies.

A prompt reply would be appreciated.

Sincerely,

SignatureName

Letter 3

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

When we attended the International Electronics Trade Fair in London last month, we visited your stand and saw a very interesting demonstration of your automatic high-security garage doors. The ability to drive straight in and out of your garage from the comfort of your car, as well as your emphasis on theft protection, appealed to us. We believe that there is a ready market for this in the United States.

Our company is a wholly owned subsidiary of the international Zetax Corporation, well-known in the security and theft prevention industry.

Would you please send us your current sales literature and price list? Of course, we will be glad to provide the usual credit and trade references if we decide to order from your company.

Sincerely yours,

SignatureName

2. Enquiry replies

2.1. General presentationAll enquiries must be answered, even those that cannot for some reason be given a complete response. An enquiry indicates interest in your company and a potential customer. The substance of an enquiry reply is usually information. You should include not just the specific facts your correspondent requested but any others that may be of help.

Like a request, a reply should be specific and complete. However, a reply need not be brief. In addition, it is important that a reply be prompt. This promptness may even be pointed out to the reader:

Dear Mr. Johnson:

I received your letter this morning and wanted to be sure you would have our current price list before the end of the week…

Whenever possible, a response should go a little further than the original request, for example by offering an extra bit of information or unasked-for help.

2.2. Parts of an enquiry replyAn enquiry reply should begin by thanking the reader, acknowledging the interest in your company, and it should end by offering further assistance- but only if you actually want additional enquiries from this person.

More exactly, the main parts of a letter of reply are the following:

1. Acknowledge the letter2. State what action you are taking3. Focus attention on important information4. Answer any specific questions the inquirer asked, for example about prices and delivery5. Suggest ways in which you could help the inquirer make a decision to buy6. Invite the inquirer to ask for further information7. Close the letter and add the appropriate ending

USEFUL SENTENCES FOR REPLIES TO LETTERS OF ENQUIRY

Acknowledging the letter of enquiry

Thank you for your letter of 5 May inquiring about our full range of vacuum cleaners.

We have received your letter of 5 May inquiring in which you inquired about our full range of vacuum cleaners.

Thank you for your e-mail of February 19.

Thank you for your inquiry.

Thank you for your interest in our sales management training program.

Stating what action you are taking

Please find enclosed our color brochure and export price list.

I enclose/attach our latest catalog and export price list which will provide you with detailed information about our newest range of smooth leather gloves and crocodile-look belts. Our company allows a trade discount of 25 percent off the quoted list prices to wholesalers in North America.

Please find enclosed a copy of our latest catalog and price list quoting prices for delivery in Montreal. The prices quoted are subject to change, however, because the international market for pure cotton is rather unstable at the moment. Of course, we will inform you by fax or telephone if there is an increase in our quoted prices.

We are enclosing our current catalog and price list quoting F.O.B. prices Tokyo and urge you to order as soon as possible, because there is a great demand for the new Models ZA2 and ZB3.

The samples you requested in your fax of June 21 will be sent to you today as a separate airfreight package.

The brochures you ordered are being printed now. We will ship them on December 3.

I have pleasure in enclosing our latest price list.

I am attaching details of ...

I attach some information which I hope you find useful.

Answering any specific questions (about discounts, terms of payment, etc) and focusing attention on important information

Our usual terms of payment are cash on delivery (C.O.D.).

Our usual terms of payment are sixty days from the date of delivery.

Our quotations are subject to 2 percent discount for cash.

Our terms are 30 percent discount, with 3 percent for settlement within fifteen days of date of invoice.

Our quoted price includes special export packing and airfreight delivery.

We are offering your company a special discount for our video recording equipment based upon the following sliding-scale: On purchases exceeding an annual total of $2,500 but not exceeding $5,000: 2 percent; $5,000 but not exceeding $15,000: 4 percent; $15,000 but not exceeding $35,000: 5 percent; and $35,000 and above: 6 percent.

Delivery will be within four weeks of receipt of your order.

Our usual delivery time is 3-5 days.

Suggesting ways to help the inquirer and inviting further question

Please let us know if you would like to have a demonstration of our document-binding machine at your office next week.

If you would like more information or have any questions on any of our products, please do not hesitate to get in touch with me.

Our international sales manager, Ms. Louise Truffaut, will be in San Diego next month and will be pleased to visit your office to discuss the contents of our follow-up letter of April 9.

Mr. Robert Dillon, our regional sales manager, will telephone your office next week in order to arrange a

meeting. He will be able to provide you with complete details of our other new sportswear lines.

Please call me at (000) 000-0000 if you have any questions.

Just give me a call at (000) 000-0000 and I will be happy to answer any questions you may have.Here are some sample letters:

2.3. Sample letters

Letter 1

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

Thank you very much for your request of April 16 for samples of our new ABC fabrics.

We have asked our agents in San Diego, Arthur Roth Company, to supply you with a copy of our current sales catalog and price list and a full line of samples.

We appreciate your interest and thank you for writing to us.

Sincerely yours,

Signature

Name

Letter 2

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

Thank you for your request for additional information on the Misell Carpet Machine, which we have been producing since 1994. This professional vacuum cleaner removes deep-down dirt.

Misell Company has an excellent reputation for high-quality products, reliability, and service. Our products are designed and manufactured in the United States.

I have enclosed a special folder on the Misell Carpet Machine and a catalog that describes our other professional floor care products, including the Silent Power cannister and the Full-Power Upright Vacuum Cleaner. Please call me at (000) 000-0000 if you have any questions.

Sincerely yours,

Signature

Name

Letter 2

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

Thank you for your interest in A&M equipment. We are happy to supply you with the information you requested.

The following prices are quoted per dozen. Individual units are slightly higher:

Item 1 dozenA-1 $180.00A-2 $90.00Ace Thread Trimmer 120.00No-Slip Feed Puller 132.00

In case you have any further questions, please do not hesitate to call. I can be reached between 8.30 A.M. and 6.00 P.M. at (800)555-1234.

Sincerely yours,

Signature

Name

3. Letters for placing orders

3.1. General presentationLetters for placing and acknowledging orders should be brief, accurate, and to the point. In many cases, companies use printed prenumbered order forms. In turn, sellers also use printed acknowledgments.When placing an order by letter or fax, the following details must be mentioned: name of the item being ordered, the item’s number (catalog number, model number, etc); quantity desired; description (quality, size, weight, material,models, patterns, or colors); packing, special markings, and shipping instructions; delivery date; documents (e.g. invoices, pro-forma invoices, customs documents, bill of lading, insurance); delivery address; method of shipment and confirmation of the terms of payment. If an order is in response to an advertisement, you should mention the source (such as title and issue date of a magazine or newspaper).

The following letter would run into trouble:

Dear Sirs

Please send me one of your weather vanes which I saw advertised for $34.95. We have recently repainted our garage, and a weather vane would be a wonderful finishing touch.

My check is enclosed.Sincerely

On the other hand, the following letter would elicit prompt delivery:

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

I have seen your ad in the Boston Globe of Sunday, February 12, and would like to order the following weather vane:

Model EPS-18” eagle with arrow, copper, $34.95

I would also like the weather vane sent to the above adress by parcel post and charged, with any applicable sales tax and handling costs, to my VISA account (number 003 0971 A109; expiration date, 3/-)

Sincerely yours,

Signature

Name

3.2. Parts of an order letter

1. Acknowledge previous correspondence

Ex: Thank you for your letter of 3 April, quoting prices and delivery terms for....../enclosing your price lists and catalogues for.....

2. State your reactions to prices, discounts, samples, etc

Ex: We have examined the samples and are satisfied with their quality. We think that the quoted terms are acceptable.

3. Place the order

Ex: We are ordering ... We enclose our official order form, No. 141, for ......

4. Confirm terms of payment or suggest terms of payment Ex: Our usual method of payment is by ... and we trust that this will be acceptable to you. As agreed, payment is to be made by Documentary Credit.

5. Set deadline for delivery

Ex: Delivery before 5 May is a firm condition of this order

3.3. Sample letters

Letter 1

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

We acknowledge receipt of your samples and quotation of October 3. Please find enclosed our order No. GW/RK 1193-DdeO, for 450 Martinex 100 percent cotton thermal blankets for twin- and full-size beds. We would remind you that, as stipulated in our letter of August 29, the blankets must be delivered to our warehouse in Salt Lake City before October 15, because our special Winter Sales Week will start on Monday morning, October 27.

Sincerely,

Signature

Name

Letter 2

Date

Name/Title

Business/OrganizationAddressCity, State Zip Code

Dear Name:

We thank you for your quotation of July 3 for the supply of vacuum bottles and find your terms acceptable. We are pleased to enclose our order, No. 993 for 1,500 unbreakable stainless steel vacuum bottles (Cat. No. 330C 1-quart Bottle) at $19.75 per bottle.

We would appreciate delivery within one month and look forward to your acknowledgment. Sincerely,

Signature

Name

Letter 3

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

Thank you for responding so quickly to our telephone inquiry of June 26 about your "Rough Country" insulated leather sports boots for men (spring catalog: Model X9-ZZ).

We believe that these guaranteed waterproof boots will sell well in Norway and therefore we enclose our order form No. 02985B for a substantial trial order. We accept the terms in your quotation of June 28 and also confirm that payment will be made by irrevocable letter of credit.

Please acknowledge this order and also confirm that you will make delivery to Dallas, Texas, before September 15.

Sincerely yours,

Signature

Name

USEFUL SENTENCES FOR LETTERS PLACING AN ORDER

Please find enclosed our official order form No. 338A for fifty (50) Model B Regina compact disc players.

We are happy to enclose our trial order No. SidB-8822, for 325 Burda Ladies’ Car Coats, size medium, navy blue color;

We are enclosing our trial order....

This fax will confirm our order — placed by telephone this morning with your representative, Janet Gaynor — for 100 Annis pocket thermometers Model F4.

We hereby confirm our telephone order for 25 sets of your special Quartz Clock (see page six of your summer catalog) at $89.50 per clock, minus two percent cash discount.

We would like to emphasize that this is a trial order. If the quality of your merchandise is up to sample, we expect to place substantial orders at regular intervals.

As agreed in our telephone conversation of August 12, we will pay half the amount of this order against your invoice when the goods are delivered at our warehouse in Fayetteville, Maryland, and the remainder within 30 days, deducting three percent discount.

We place this trial order on the clear understanding that delivery to our warehouse in San Diego, California, has to take place before May 1. Therefore, we reserve the right to cancel this order and refuse delivery after this date.

You will find detailed instructions regarding marking and packing on the attached sheet.

When packing, please wrap each part separately in soft material.

Please, limit the overall length of any one crate to two yards.

4. Letters for acknowledging an order

Many companies today have abandoned the practice of acknowleding orders, particularly when the order will be filled promptly. Some companies respond to orders by immediately sending an invoice, and some employ the halfway measure of using printed acknowledgement forms. But however handled, confirming an order helps to establish goodwill by reassuring the customer that the order has been received. First orders SHOULD be acknowledged as a way of welcoming the new customer and encouraging further business. An order acknowledgement should contain specific information:

1. mentioning the date of the order2. including the order or invoice number3. explaining the date and method of shipment4. acknowledging the method of payment

Elements of letters acknowleding an order:

1. Acknowledge receipt of the order

Ex: Thank you for your order , No. 2222, for cotton shirts, which we received yesterday Thank you for your order of 1 March for .............

2. Confirm that you are able to supply the goods Ex: We are glad to confirm that we can supply the above order from stock

3. Say what you have done about the orderEx: We have already sent a pro-forma invoice

4. Say what you are going to do next about the order

Ex: The goods will be despatched on receipt of ..... We will despatch the goods as soon as we have received .............

Letter 1

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

We acknowledge receipt of your trial order No. MvZ-903 for 275 wrist watches (Model X92), which we received today. Your order is now being processed for immediate dispatch and will be ready for airfreight shipment for delivery to Heathrow Airport London early next week. As requested, we will enclose a packing note with the goods.

We are sure you will be pleased with this new line of wrist watches and look forward to working with your company again soon.

Sincerely,

Signature

NameLetter 2

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

We welcome you as a new customer and appreciate very much your order of May 6, which will be shipped on the 24th by air express. As agreed upon, this order as well as future orders will be shipped to you on our most favorable credit terms.

We are packing our latest brochures with this order. Within the next few days you will hear from our sales promotion department, a service that is conducted exclusively for our customers. Please feel free to make use of this service at any time without any obligation or charge.

We are looking forward to pleasant business relations with your company.

Sincerely yours,

Signature

Name

Letter 3

Date

Name/TitleBusiness/OrganizationAddressCity, State Zip Code

Dear Name:

Thank you for your order No. 00530 of January 19 for 600 Bambo Quartz Travel Clocks Model 18A at $19.95 per unit. We have these clocks in stock and will be able to deliver them before the date — March 6 — you requested.

However, we are sorry that we cannot supply your order on the credit terms you requested and for that reason request prepayment. Enclosed you will find our pro-forma invoice. We would be obliged if you would arrange payment for this invoice by either irrevocable letter of credit or banker's draft as soon as possible in order that we can ship the goods F.O.B. Buenos Aires.

Sincerely,

Signature

Name

USEFUL SENTENCES FOR LETTERS ACKNOWLEDGING ORDERS

Thank you for your order No. 00833, which has been completed and transported to the Port of Newark, New Jersey, where it will be loaded onto the S.S. Denver. The freighter sails for Hamburg on April 11 and arrives on April 20.

Thank you for ordering .....

We are pleased to have received your order of September 15 and would like to welcome you as a new customer of Payton’s Plastics.

Thank you for your order (D-3302) for 1,000 panel alarm clocks. Unfortunately, this new product has been so popular that our stock has been temporarily depleted. However, in view of your urgent need, we are giving your order priority when a new shipment arrives at the end of this month.

Your order No. 8502 for 100 anti-theft auto locks is being processed and will be ready for shipment on October 13.

We are pleased to inform you that your order (GWRK/229) is being processed and will be dispatched by airfreight to Naples on July 2.

Your order (No. 88QE) will be dispatched immediately upon receipt of your remittance of DM 5,700.69 as per the attached pro-forma invoice.

We enclose our pro-forma invoice for $21,875.40. Please inform us what arrangements you have made for payment. On receipt of your remittance we will forward your order immediately f.o.b. Sumter, Mississippi.

We enclose our pro-forma invoice. Your order will be ready for immediate shipment to Canmore, North Dakota, when we receive your remittance.

We are pleased to receive your Order No. AA-9947 for 1,500 chain-saw sharpeners. However, we regret that we cannot supply these items immediately owing to a strike of truck drivers in Illinois.

We are very sorry to have to advise you that we are unable to accept your order #8311 for 575 tricycles until further notice, because our manufacturing facilities in Thailand are fully occupied with long-term contract orders.

We are sorry that we cannot supply your order on the credit terms you requested in your fax of March 3.

We have been very pleased to serve you and hope to establish a pleasant business connection with your company.

We hope that this initial order will lead to further business.

We appreciate your business and look forward to serving you again soon.

Selected bibliography:

• Geffner, A: Business English – A Complete Guide to developing An Effective Business writing Style, Barron’s, 2004

• Bly, R: The Encyclopedia of Business Letters, Fax Memos , and E- Mail, Career Press, 1999.

• Bond, A: 300 + Successful Business Letters for All Occasions, Barron’s, 2005• Brieger, N and Comfort, J: Language Reference for Business English, Prentice Hall

International, 1992• Littlejohn, A: Company to Company. A task-based approach to business emails, letters

and faxes, Cambridge university Press, 2005