Chapter 18

Enquiriesand

Replies

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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

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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