REPLY TO AN INQUIRY

 

A letter of inquiry should always be answered immediately as it holds the promise of future business; if - for whatever reason - a delay in replying cannot be avoided, then it is only proper to send the inquirer an acknowledgement telling him that his letter is receiving attention.

 

The structure of a reply to an inquiry may be as follows:

 

· acknowledgement of inquiry; the inquirer should be thanked for his letter and any references he has given should be quoted;

· references to enclosures (if any), e.g. brochures, catalogue, price-list, quotation;

· attention may be drawn to the special claims of the product or service in question; in many respects a reply to an inquiry is like a sales letter encouraging the prospective customer to do business with the seller; reference may also be made to delivery guarantee, the quality of the product, the after-sale service, etc.

· In the closing paragraph the writer indicates that he will spare no effort to help the customer and that he is looking forward to receiving an order.

OFFERS AND QUOTATIONS

 

When making an offer the seller expresses his willingness to supply specified goods at a specified price on specified terms. There are two kinds of offers - a firm offer and an offer without engagement.

FIRM OFFER

If a seller makes a firm offer, he promises to supply goods at a certain price, provided the offer is accepted within a stipulated period of time. A firm offer is not legally binding on the seller until it has been accepted by the buyer; but once it has been accepted, it cannot be withdrawn by the seller.

An offer that is not firm for a specified period is called a QUOTATION.

OFFER WITHOUT ENGAGEMENT (offer subject to confirmation)

If the seller does not wish to be legally bound, he states that the offer is without engagement, which means that the price and the time of delivery may be changed.

 

A complete offer covers the following:

1. a sentence expressing thanks for the inquiry;

2. quality and quantity of the goods offered and a description of the products;

3. full details of prices, discounts (if any), and payment terms;

4. terms of delivery (who pays the cost of delivery and insurance);

5. delivery period;

6. how long the offer will be valid;

7. reference to any enclosures, and to samples, brochures etc. Sent by separate post;

8. a sentence encouraging the prospective buyer to place an order.

ORDERS

 

Many companies use special forms for ordering merchandise or service. They may use their own, called a purchase order, or one provided by the seller, called an order form. These forms have blank spaces to insure the inclusion of all necessary information. Their advantage is that they enable a company to number and so carefully file all expenditures.

 

Nevertheless, there will be times when an order must be put into letter format.

 

Order letters are straightforward notices informing a seller that you want to purchase a product or service. To make sure that you receive exactly what you want, your letter must be clear, precise, and accurate. Double-check the seller's brochure, catalogue, or agency manual before you write your order letter.

 

Order letters address the following five points.

1. Description of the product or service. Specify the name, model or stock number, quantity, colour, weight, height, width, size, or any special features that separate one model from another (e.g. chrome as opposed to copper handles). Make your letter easy to read by itemising when you order more than one product. Listing the products or materials in tabular form will set them apart and allow the seller an opportunity to check off each item as it is being prepared for shipment.

 

2. Price of the product or service. Indicate precisely the price per unit, per carload, per carton, and then multiply that price by the number you are ordering. For example, ask for "twelve units @ $5 a unit" Do not put down the cost of one item ($5) for the dozen you are requesting. You will receive only one.

 

3. Shipping instructions. Do you want the product sent by first-class or fourth-class mail, Federal Express, by priority mail? Specify any special handling instructions - Do not fold; Use hand stamp; Refrigerate or Pack in Dry Ice; Ship to the Production Department.

4. Date needed. Is there a rush date?

5. Method of payment. Businesses with good credit standing are sent a bill. Individuals, however, may be required to pay beforehand. If so, are you enclosing a check or money order? Is the product to arrive COD (cash on delivery), cif (cost, insurance, freight), fob (free on board)? Will you be paying in instalments? State how much you are including and when and how the balance is to be paid.

 

 

ORDER FORM