UNIT 4 RESPONSES | |
4.1 Introduction | |
When replying to a written enquiry, read it carefully and then ask yourself the following questions:
• What have I been asked to do?• Can I deal with the enquiry?
In order to answer these questions, there are a number of factors to consider. These include:
• Whether it is a general enquiry or a specific enquiry?• Whether the writer has provided enough information?
• Whether you can answer the enquiry, or whether you need somebody else’s advice?
• The location of your correspondent, i.e. whether in
4.2 Content |
Be sure you know all these words. Click to learn how each word or phrase is pronounced:
alternative [n] | : lựa chọn, giải pháp khác |
endorse [v] | : chứng thực, xác nhận |
enquirer [n] | : người yêu cầu thông tin |
fluctuate [v] | : dao động, thay đổi thất thường |
hesitate [v] | : do dự, lưỡng lự |
irrevocable [adj] | : không thể huỷ bỏ |
launch [v] | : đưa ra, giới thiệu |
misleading [adj] | : sai lạc |
negotiation [n] | : sự đàm phán, thương lượng |
: không ... nữa | |
overseas [adj/adv] | : ở nước ngoài |
probable [adj] | : có thể xảy ra |
proposal [n] | : lời đề nghị, đề xuất |
reliability [n] | : sự đáng tin cậy |
: giá bán lẻ | |
trouble-free [adj] | : không trục trặc, không hỏng hóc |
to be about to ... | : định/sắp ... |
to be subject to ... | : phải chịu, khó tránh khỏi ... |
4.2.1 Inside address and salutation
When replying, it’s very probable that the enquirer will have given a name. You may also have a courtesy title (e.g. Mr or Ms), and a job title (e.g. director or manager) or department. If you have any of this information, it should be included in your reply. If you use the email Reply facility, the subject line may automatically show some of this information, following the abbreviation Re:
4.2.2 Opening
It’s usual to begin by thanking the writer for the enquiry, or by mentioning it politely. You should also quote the date of the enquiry, and any other references that are appropriate. Here are some examples:
a) Thank you for your letter (or fax or email) of 10 July in which you asked for .....
b) Thank you for your enquiry dated 16 August regarding .....
c) We would like to thank you for your letter of 18 May regarding .....
d) We are pleased to enclose the samples that you recently requested .....
e) Further to our recent telephone conversation, please find enclosed .....
You may also choose to use an appropriate subject heading.b) Thank you for your enquiry dated 16 August regarding .....
c) We would like to thank you for your letter of 18 May regarding .....
d) We are pleased to enclose the samples that you recently requested .....
e) Further to our recent telephone conversation, please find enclosed .....
4.2.3 Giving information
Examples of structure and vocabulary follow in the correspondence models in this unit. Generally, however, you should quickly tell enquirers whether or not you can do what they asked about. Here are some examples (refer to Unit 3, section 3.2.2):
a) The overnight bags, catalogue ref. L802, will also be available in brown, blue and green from next month.....b) We do offer a quantity discount to educational institutions....
c) I have asked Ms Chi, from our Hanoi office, to contact you and arrange a demonstration of the new Senator range of photocopiers....
d) We encourage all students to take a placement test before enrolment....
e) We can supply these items from stock and could therefore guarantee delivery within 30 days of receiving your order.....
There will also be times when you cannot respond positively to an enquiry. Again, tell the enquirer quickly, if this is the case, and provide a brief explanation. Here are some examples:
a) We can only offer the overnight bags, catalogue ref. L802, in black.....
b) We only sell books individually at the listed retail prices.....
c) I regret to advise you that the Senator range of photocopiers will not be available in
d) We do not offer placement tests before enrolment because of the difficulty in arranging suitable times for overseas students.....
e) These are not stock items and, unfortunately, we cannot guarantee delivery within 30 days of receiving your order.....
If you cannot meet the enquirer’s particular requirement, you may be able to suggest an alternative. Here are some examples:
a) Although at present we can only offer the overnight bags, catalogue ref. L802, in black, we will introduce a new range of colours next year. We will advise you as soon as they are available...
b) We only sell books individually at the listed retail prices, so please speak to our agents in Vietnam, DLT Publishing, who will be pleased to discuss quantity discounts. Their contact details are...
c) The Senator range of photocopiers will not be available in
d) We do not offer placement tests before enrolment because of the difficulty in arranging suitable times for overseas students. However, you can take an on-line, self-assessment test at anytime by visiting our website at www...
e) Because these are not stock items, we cannot guarantee delivery within 30 days of receiving your order. We could, however, supply half of the order within that time, and the rest within a further 30 days...
4.2.4 Friendly persuasion
Responses are often addressed to potential customers, and encouragement to do business with your company should begin with the first contact. In fact, correspondence of all kinds often involves persuasion in some form or another. If you are replying to an enquiry about a particular product or service, don’t just say that you can provide these things. It’s likely that the enquirer will have contacted other suppliers, so mention some relevant points that will encourage the enquirer to do business with you. Here are some examples:
a) Our best selling range of lightweight travel bags is guaranteed for 5 years...b) The 2006 edition of the ‘Young Learners Pictorial Dictionary’ contains some exciting new changes...
c) Our award winning Consul 3000 model has earned a worldwide reputation for reliability and trouble free performance. We are confident that the new Senator range will repeat this success story...
d) Our ‘English for Tourism’ courses have been specially designed for Asian students...
e) We are pleased that the samples met with your approval, and can assure you that all our products are of the same high quality...
4.2.5 Providing general information, catalogues, price lists, etc.
It is important to let the enquirer know for how long the information or prices will remain valid. If the product or service is about to be changed significantly, you should say so, and you should also point out any misleading information. This is particularly true of prices. Here are some examples:
a) Please find enclosed our Summer catalogue...b) As requested, we are enclosing our current price list, which is valid until 31 December...
c) The enclosed brochure does not include details of our new courier service, which will be launched in August...
d) The quoted prices will remain valid for 30 days, and will then be subject to change because of fluctuating raw material costs...
e) We are enclosing our current catalogue, but would ask you to note that item numbers RS 184, RT 093 and RT 107, are no longer available...
4.2.6. Transport costs
In Unit 3, Incoterms were introduced. If your company is involved in international business, then it is highly likely that you will encounter Incoterms. Correct usage and understanding are essential because Incoterms have legal status and are endorsed by the United Nations Commission on International Trade Law. Here are some examples of quotations:
a) Price: US$ 800 per tonne FOB Saigon Port.....
b) Our quoted prices are CIF to all Australian ports.....
c) Our prices are EXW Hanoi, but we can quote CFR or CIF prices on request.....
b) Our quoted prices are CIF to all Australian ports.....
c) Our prices are EXW Hanoi, but we can quote CFR or CIF prices on request.....
| Hot tip: Refer to the ICC website http://www.iccwbo.org/ |
4.2.7 Discounts and payment
Most international trade accounts are settled by documentary credit or bill of exchange, and you should familiarise yourself with these terms. Discounts are a matter of company policy. You should advise the enquirer of any standard payment requirements or discount policy. Here are some examples:
a) The current trade price of the LT402 model is US$ 55.00. We offer a 10% discount on orders of 25 or more, and a further 10% for orders of 100 or more. These prices are b) We can allow a 15% discount on our EXW prices, payment to be made by 30 day bill of exchange, documents against acceptance...
You may wish to suggest that your quotation could be open to further negotiation. This can be dealt with by adding another sentence, such as:
a) Please confirm that these terms are acceptable...
b) We trust that this proposal is satisfactory...
There will be further examples regarding payment and discounts in Unit 5.
4.2.8 Closing paragraph
In closing your correspondence, encourage the enquirer to contact you again. Here are some examples:
a) If you require any further information, please do not hesitate to contact us.....b) Thank you again for your enquiry. We look forward to receiving your order.....
c) Stocks of this item are limited, so please let us know as soon as possible if you wish to place an order. We hope to hear from you soon.....
d) Thank you for your interest in our company. We are confident that we can provide the level of service you need, and would welcome the opportunity of showing you our organisation. Please let us know if you have any further questions.....
e) We feel sure that you will be satisfied with the competitive price and quality of our products, and can assure you that your order will be dealt with immediately.....
Hot tip: Make it as easy as possible for the enquirer to take further action. |
4.3 Models and examples of correspondence |
Be sure you know all these words. Click to learn how each word or phrase is pronounced:
: dịch vụ hậu mãi | |
despatch [v] | : gửi hàng đi |
dismantle [v] | : tháo dỡ |
: phí chuyên chở | |
postpone [v] | : hoãn lại |
promotional [adj] | : (thuộc) quảng cáo |
rigorous [adj] | : khắc khe, nghiêm ngặt |
sufficient [adj] | : đủ |
: bộ kệ/giá tự lắp ráp | |
undergo [v] | : chịu dựng, trải qua |
4.3.1 Providing general information, catalogues, price lists, etc.
CORRESPONDENCE EXAMPLE 4/A
(refer to section 3.3.1, correspondence example 3/A)
4/A i)
Dear Mr Vinh Thank you for your fax of 20 June. I am enclosing our current catalogue and price list, which is valid until the end of this year.Would you please note that we are offering a special promotional price on our popular fashion accessory range, which you will find on pages 5 and 6. Please contact us if we can be of further assistance. Yours sincerely Francesca Berlini (Mrs) Sales Manager |
Dear Ms Chun Thank you for your enquiry dated 16 August. As requested, I am enclosing our current catalogue and 2006 price list, together with some technical information about our self-assembly shelving units.Lightweight plastic shelving The polymer units are ideally suited for use in an area where hygiene is vital as they can be easily dismantled and moved for cleaning. If you require any further details, please do not hesitate to contact me. I look forward to hearing from you. Yours sincerely F. J. Hesse Marketing Director |
Dear Mrs Chi I am pleased to enclose our prospectus for next year, which contains details of ‘English for the IT Industry’ courses on pages 14 and 15. I am also enclosing some information about the Homestay programme, which provides safe and secure accommodation. Many Vietnamese students have successfully completed our English courses, and young people particularly enjoy the social side of of Homestay. The term begins in January, but I would recommend that you enrol your daughter as soon as possible, so that we can ensure that accommodation is available with a suitable family. I look forward to welcoming your daughter to the college next January.Yours sincerely Janet Wingfield Vice Principal |
4.3.2 Giving information
CORRESPONDENCE EXAMPLE 4/B
(refer to section 3.3.2, correspondence example 3/B)
4/B i) In this example, Mr Lee confirms the quantity discount and uses ‘friendly persuasion’ to encourage Professor Hoang to buy from Cavendish.(refer to section 3.3.2, correspondence example 3/B)
Read the letter and answer these questions:
a) What is Mr Lee’s reference?
b) Do the prices include freight charges?
c) How many book titles must be ordered to qualify for a 30% discount?
d) What else does Mr Lee offer?
e) Which words or phrases in the letter have these meanings?
1. a quality that makes something worth having | |||
2. a university | |||
3. belonging to a particular group | |||
4. to send something | |||
Cavendish Publications Your ref. DOA/149/HVMTelephone (+852) 588466 Email cavendish@hkg.com www.cavendish.com Our ref. und/26109/sl 26 January 2006 Prof Nam Hoang College of Architecture 96 Pasteur st Ho Chi Minh city Dear Professor Hoang Thank you for your letter of 19 January. I am pleased to confirm that we offer an attractive quantity discount to educational institutions on all our titles. The prices quoted in our catalogue are FOB We usually despatch orders by Federal Express, and I will be pleased to advise you of freight charges when I know your exact requirements. Alternatively, if you have a forwarding agent in I would recommend that you place an order as soon as possible as a general price increase is expected in May. Thank you for your interest, and I look forward to hearing from you soon. Yours sincerely Samuel Lee Sales Manager | |||
Read the email and answer these questions:
a) When will the ShowMaster Supreme be available?
b) What is the reason for the delay?c) Who does Mr Binh work for?
d) How does Mr Tashaka imply that ShowMaster products are very reliable?
e) Which words or phrases in the letter have these meanings?
1. a particular situation is regrettable | |||
2. making something better | |||
3. arranged to happen at a later time | |||
4. checking that goods are of a high standard | |||
From: mtashaka@showmaster.com Subject: Distributor in Vietnam Date: 02 May, 2006 14:12:35 GMT+05:00 To: nvlectric@hcm.vnn.vn Dear Mr Loc Thank you for your enquiry dated 27 April regarding the ShowMaster Supreme home entertainment system. Unfortunately, sales of this system in In the meantime, however, you may like to consider our excellent ShowMaster Superb model, which has proved very popular. A brochure is enclosed for your information. We have also asked Mr Binh from our distributors in Masami TashakaWe have noted your comments about after-sales service, and can assure you that our products undergo a rigorous quality control process at all stages of production. We back this up with a 24 month warranty that guarantees repair or replacement within three working days. Thank you again for your enquiry. I am sure that Mr Binh will be able to answer any further questions you may have. Yours sincerely, Regional Director ShowMaster Electronics 12-14 Mihanma Chatan-Cho Kameda-Machi Niigata 950-01 Japan Telephone: +81 95 884288 www.showmaster.com | |||
Read the email and answer these questions:
a) What does EXW mean?
b) What is the EXW price per carton of catalogue ref. 1550?c) What method of payment does Mr Scarlatti suggest?
d) By which date does Mr Thanh require the tiles?
e) Which words or phrases in the letter have these meanings?
1. a statement of how much something costs | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
2. the weight of something without a container or wrapping material | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
3. a document that orders a bank to pay money to a supplier | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
4. something that is definite, such as an order | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
From: gscarlatti@franchini.co.it Dear Mr ThanhSubject: Bathroom tiles, item nos. 1403, 1550, 1704 Date: 5 March, 2006 08:15:28 GMT+01:00 To: Vietbuild@hcm.vnn.vn Quotation ref. VB/14028/gs Thank you for your email of 24 March. I am very pleased to hear that you approve of the tiles, and am now providing the BATHROOM TILES
I am sure that you will be satisfied with the tiles, and now look forward to receiving your confirmed order as soon as possible. Kind regards Gino Scarlatti | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
4.4 Summary of some important points |
• Say thank you for the enquiry.
• Tell the enquirer as soon as possible whether or not you are replying positively.
• If you can’t meet the enquirer’s exact needs, suggest an alternative if possible.
• Use friendly persuasion to encourage the enquirer to do business with you.
• If important changes to prices or products are about to happen, tell the enquirer.
• Ensure that your discount and payment policies are clearly stated.
• Encourage further contact and make it easy for the enquirer to take further action.
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