1.
INTRODUCTION
2. OBJECTIVES:
After the lesson, students are able to
1. Differentiate between openings for enquiries and those for replies to enquiries.
2. Differentiate between closings for enquiries and those for replies to enquiries.
3. Write opening of reply to enquiry.
4. Write body of reply to enquiry.
5. Write closing of reply to enquiry.
6. Write short confirmation that the things required are available.
7. Write acknowledgement and encouragement towards further business.
3. PRESENTATION
Sample Openings and Closings for Replies to Letters of Enquiry
Openings :
Thank you for your enquiry of June 6th 1984 in which you asked for a catalogue of
our recent products.
I would like to thank you for your enquiry of May 10.
We were pleased to hear from your letter of 10 December that you were impressed
with our selection of silk.
Thank you for your letter, NJ 1691, which we received this morning.
Closings :
Once again we would like to thank you for writing to us and would welcome any
further points you would like us to answer.
I am sorry we do not have the model you asked for, but I can promise you that the
alternative I have suggested will certainly meet your expectations, and remember
we offer a full guarantee for three years.
We hope to hear from you again, soon, and can assure you that your order will be
dealt with promptly.
Some Warnings3
1. The reply to an enquiry does not only tell your customer whether you can provide the goods
or services he has asked about, but also indicates what sort of firm you are; whether you
are aware, conscientious and efficient.
2. Avoid opening with expressions like “We are in receipt of your enquiry” or “With reference
to your enquiry” or “In a reply to your enquiry”. These openings tend to sound rather cold.
3. If you use phrases like “We are taking the liberty of sending you ….” or “We hasten to
reply to your esteemed enquiry of the 10th inst., “You will sound like a firm that shouldn’t
have gone out of business a century ago. Avoid them.
4. If you use expression like “it was with the utmost pleasure that we received . . . . “ or “we
deeply regret that we cannot supply you with . . . .”, you will appear at best desperate or
worse, insincere. A straight forward “Thank you for . . . .” or “I would like to thank you
for . . . .” or “I am sorry that . . . .” Is enough.
5. Make sure that you do not leave out information, and have supplied the printed matter that
you think will help your customer.
6. Assure your customer that you have faith in your product, which means that you have to
“sell” it.
7. A reply to an initial enquiry is the first impression your customer will have of you, and that
will be how he judges you. So a direct approach, telling the customer what the product is,
why he should buy it, how much it will cost, and what concessions you are offering, will
create an impression of an efficient company that can handle his order smoothly.
8. After you have written your reply, check it to make sure that you have answered all the
customer’s question, and included all the points you wanted to make. Ask yourself if the
letter flows, or seem short and sharp; if it sounds helpful, or just inform the customer. The
best test of all, of course, is to ask yourself if you would order something from a firm that
has sent you the letter you have written.
