CHAPTER 11

ENQUIRIES AND REPLY

Objective:
- To write general enquiries and replies
- To write specific enquires
- To write request for consessions

In business world, you may not free from writing for information about goods
or services and replying these enquiries. Enquiries mean potential business, so they
must be acknowledged promptly. If it is from an established customer, say how much
you appreciate it; if it is from a prospective customer, say you are glad to receive it
and express the hope of a lasting and friendly business relationship. This chapter
discusses writing enquiries, the replies, writing specific enquires and requests for
consessions.

A. Enquiries and Replies

This section discusses several letters of enquiries, replies so that they look like
a set of enquiries and replies. Supplies received many routine requests such as
requesting catalogues and price list. A general letter of enquiry has some guidelines:
1. State clearly and concisely what you want, such as asking general
information, a catalogue, price list, sample, etc.
2. If there is a limit to the price at which you are prepared to buy, do not
mention this otherwise the supplier my raise the quotation to the limit
you state.
3. Most suppliers state their terms of payment when replying so there is no
need for you to ask for them unless you are hoping for special rates.
4. Keep your enquiry brief and concise.

1. General Enquiries and Replies

General enquiries have two types, one is enquiries that does not need written
replies and enquiries that need replies.

a. Enquiries without Specific Replies

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 When the enquiries only need what they request, usually the reply may in the
form of a with compliments slip or a small printed note containing the companys
name, address, contact numbers may be sent instead, for example:

Dear Sir/Madam
Please send me a copy of your catalogue and price list of fax machine, together with
copies of any descriptive leaflets that I could pass to prospective customers.
Your faithfully

The reply of this enquiry might be in the form of a with compliment slip, for
example:

With Compliments
As requested, I enclose a copy of our latest company brochure. Please let me know if
you enquire any further information.
Regards
Grace Samolo

b. Enquiries with Replies

However, some letters needs replies because they need some important
information such as the price, etc. for example this letter which is sent by email:

Dear Sir/Madam

We are looking for a new supplier of healthcare products and your company has been
recommended to us. Please send me a current price list, together with information on
delivery times and costs. We would be grateful if you could include some samples.
Best regards

Paulo Sambucco

Task 1: Please use these following expressions to replace the some expressions
in the message above.

- Can you (please) send us information about ...

- Could you (please) send a list of your products ...
- Can you let us have more details.

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c. Replies

The enquiry letter in D needs replies because it enquiries price list, delivery
times, costs, and samples. The following is the example reply of the second letter
which is also sent by email.

Dear Paulo Sambucco

Thank you for your interest in our products. Your email was forwarded to me by our
colleagues in Sweden. We offer a wide range of products, all based on natural
materials and we believe in buying form Fairtrade organisations.
You will find further information on our website, Please email me your postal
address and I will send you a copy of our new catalogue. We have local
representatives and I would be happy to arrange a visit.
I look forward to hearing from you.
Your sincerely

Fransisca Maurisca

Task 2: Please use these following expressions to replace the some expressions
in the message above, and discuss the level of formality.
- Thank you for requesting information about ...
- Thank you for your enquiry about ...
- Thank you for enquiring about ...
- I will pass on your message.
- Please forward this message to the appropriate department.
- We insist on buying from local producers.
- We are very interested in doing business with your company.
- The company is good at dealing with problems.
- More details are available on the website.
- You can find out more by logging on to our website.
- Our website address is www.zp.net.wld
- Visit out website at ...
- Ill send you our brochure.
- Ill make sure you receive our catalogue
- Ill post it today.

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d. Further request
The letter in B and C may be continued with further request as the following
example:

Dear Ms Maurisca

Many thanks for your prompt response to my enquiry. Your catalogue arrived
yesterday. Would it be possible for one of your representatives to visit us? We are
very interested in ordering from you but there are a number of things which we
would like to discuss face-to-face.
best regards

Paulo Sambucco

e. Further reply
The further reply of the letter in D can be something like this example:

Dear Mr Sambucco

Thank you for requesting a visit from one of our representatives. Eva Garin, our
senior sales manager will be in Italy during the last two weeks of May. Would 24
May be a suitable time to visit you? If not, perhaps you could suggest some
alternatives.
Looking forward to hearing from you.
Fransisca Maurisca

Task 3: Please use these following expressions to replace the some expressions
in the message above, and discuss the level of formality.
- Many thanks for your quick response.
- Thanks for getting back to me so quickly.
- Does Thursday suit you?
- What is teh best time for you?
- Would 24 May be OK?
- I have enclosed the report.
- The report is enclosed.
- Herewith the information you requested.

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Notes:
British English American English
postal address mailing address
enquiry/inquiry Note: enquiry/inquiry exists in American
English but it is not often used.
catalogue catalog
A compliments slip Note: this expression is not used in
American English; employees often have
memo pads printed with their names to
use for short notes.
Ill post it today Ill mail it today.
Does Thursday suit you? Is Thursday OK with you?
(also used in British English)

B. Specific Enquiries
Often enquiry letters have specific messages such as asking for advice,
recommendations, and some other details.
1. Enquiries for advice
The following is the example of a letter enquiring advice:
Dear Bill
We are having problems with the new machine that you installed for us in the New
Year. Every time we run the machine for more than four hours it overheats. Our
engineers have followed all the instructions in the manual but there is no
improvement. What would you advice us to do?

By the way, do you know where can we obtain parts for our DCI equipment? Our
handbook doesnt list local supplies. Are there any that you can recommend?
Many thanks
Lee

Task 4: Please use these following expressions to replace the some expressions
in the message of the letter in A, and discuss the level of formality.
- What is your advice?
- Can you advise us?
- By the way, I will be visiting DCI next week.

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- Who would you recommend?
- Do you have any advice?

2. Advice and Recommendations

The following is the example of a letter providing some advice and
recommendations.
Dear Lee
Sorry to hear about your problems. Id like to send one of our engineers to your
factory before offering any advice. He should be with you by 10 a.m. tomorrow. In
the meantime, its best not to start the machine again until he arrives.
As for the parts have you considered contacting Hobel? We have used them a lot
and I can strongly recommend them. Their delivery times are good and they are very
reliable. Also you could contact Universal Tools their number is 6041234.

Best regards
Gills

Task 5: Please use these following expressions to replace the some expressions
in the message of the letter in B, and discuss the level of formality.
- I can strongly recommend Boule?
- They are highly recommended.
- My recommendation is ...
- We recommend using ...
- Please dont start the machine until he arrives.
- We dont recommend starting the machine until the engineer arrives.
- We considered buying from Roxi.
- We have considered using them.
- Why dont you try Tool World.
- What about trying Tool World.
- I suggest contacting ...

3. A request for Information

The following is the example of a letter requesting information.

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Dear Sir/Madam
I have visited your website www.english4.co.uk and I would be grateful if you could
send me further information about your courses. I would like to attend a general
business English course starting in February. If you do not offer a suitable course at
this time, please recommend an alternative. I studied English for five years at school
and three years at university.
Best wishes
Jose Comrades

4. The Replies
The replies of the letter in C can be telling that request is forwarded to third
party and the response from the third party, as the following examples:
Dear Jose
Thank you for your enquiry. Im afraid we do not run any general business English
courses in February. I have forwarded your enquiry to Tafe College which runs
courses throughout the year.
Best Regards
Marisa Lotte

The reply from the third party:

Dear Jose
With reference to your enquiry, I have attached a copy of our brochure. You can see
further details of our school by going to our website. Please contact me if you have
any questions.
Regards
Vera Burger

Task 6: Please use these following expressions to replace the some expressions
in the messages of the letters in C and D, and discuss the level of
formality.
- Could you please send me ...
- Please send me ...
- Thank you for contacting us
- Thank you for your interest in our company.
- Im sorry but we dont run any courses.
- Unfortunately we dont run any courses.
- Thank you for you enquiry

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- Our website has further details.
- Please refer to our brochure for further information.
- Let me know if you need further details.

Notes:
British English American English
If you do not offer a suitable course. if you do not offer an appropriate program.
I studied ... at school. Note:
School in American English refers to all
levels of education.
Where did you go to school? Generally
refers to the highest level you completed,
usually college or university. Americans say
college, even if the institution they attend is
a university.
practise practice
(Not used in American English) (for both verb and noun)

C. Letter of Concessions
Customers sometimes ask for goods that are no longer available, or special
terms which cannot be granted. Such requests need to be handled carefully to avoid
giving offence or losing business. This section gives some examples of letters
requesting for special rights and the request declined.

1. Request for Sole Distribution Rights

This part provides the examples of the enquiry letter and the request declined
which should be considered carefully.

a. Enquiry
Dear Sir/Madam
We have carefully extended our LCD monitor and television department and are
thinking of adding new ranges to our present stocks. We are particularly interested
in your BELLTONE LCD monitor and television models and should be glad if you

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 would send us your trade catalogue and term of sale and payment.

Your products are not yet offered by any other dealer in this town, and if we decide
to introduce them we should like to request sole distribution rights in this area.

I hope to hear from you soon.

Yours faithfully

b. Request declined
In this reply the supplier tactfully refuses the request. The refusal is not stated
in so many words but is implied in the third paragraph.

Dear Mr Sanderson

Thank you for your letter of 8 April enquiring about our BELLTONE LCD monitor
and television products.

This range has been discontinued and replaced by CLAIRTONE. You will see from
the enclosed catalogue that the new models are attractively designed and include the
latest technical improvements. Although rather more expensive than their
predecessors, the CLAIRTONE models have already been well received and good
sales are being reported regularly from many areas.

As part of our efforts to keep down manufacturing costs, I am sure you will
understand that we must increase sales by distributing through as many outlets as
possible. Dealers in other areas appear to be well satisfied with their sales under this
arrangement, and it appears to be working very well.

I hope we can look forward to receiving your orders soon, and will be glad to
include your name in our list of approved dealers, with your permission.

I look forward to your early reply.

Yours sincerely

Task 7: Please discuss with your friends to identify the paragraphs from those
letters in A and B that indicate these messages.
- Salutation close
- Background information and specific details
- Request for sole distribution rights
- Express a hope for the future
- Thank you

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 - A tactful response to request for sole distribution rights
- Enclose catalogue and give further details.

c. Request for Special Terms

This part provides the examples of the enquiry letter and the reply.

1. Request
Do still remember of the four point plan when writing business letters. Note the
excellent use of the 4 point plan in this letter.
Dear Sir or Madam
Please send us your current catalogue and price list for bicycles. We are interested in
models for both men and women, and also for children.

We are the leading bicycle dealers in this city where cycling is popular, and have
branches in five neighbouring towns. If the quality of your products is satisfactory
and the prices are reasonable, we expect to place regular orders for fairly large
numbers.

In the circumstances please indicate whether you will allow us a special discount.
This would enable us to maintain the low selling prices which have been an
important reason for the growth of our business. In return we would be prepared to
place orders for a guaranteed annual minimum number of bicycles, the figure to be
mutually agreed.

if you wish to discuss this please contact me on 6702011

Yours faithfully

2. Reply
In this reply the manufacturer is cautious, offering allowances on a sliding
scale basis.
Dear Ms Denning

I was glad to learn from your letter of 18 July of your interest in our products. As
requested our catalogue and price list are enclosed, together with details of our
conditions of sale and terms of payment.

We have considered your proposal to place orders for a guaranteed minimum number
of machines in return for a special allowance. However after careful consideration
we feel it would be better to offer you a special allowance on the following sliding
scale basis.

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On purchases exceeding an annual total of:

$1,000 but not exceeding $3,000 3%

$3,000 but not exceeding $7,500 4%
$7,500 and above 5%

No special allowance could be given on annual total purchases below $1,000.

I feel that an arrangement on these lines would be more satisfactory to both our
companies.

Orders will be subject to the usual trade references.

I look forward to working with you and hope to hear from you soon.

Yours sincerely

Task 8: Please discuss with your friends to identify the paragraphs from those
letters in A and B that indicate these messages.
- Give details
- Introduction
- Close (include contact number)
- What action is required

Language Focus
1. Giving reasons
We saw your companys stand at the Furniture Fair in Stockholm last week.
your advertisement in the October issue of Furniture Monthly.

We are very interested in

your products
I would like to know more about services
your companys new lines
We would like to receive some
information about

You can combine the sentences with and:

For example:
We saw your companys stand at the Furniture Fair in Stockholm last week
+ and +

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 We are very interested in your products.
If both parts have the same subject (e.g. we), you can omit the subject the
second subject.
For example:
We saw your companys stand at the Furniture Fair in Stockholm last week and
(we) are very interested in your products.

Task 9: Combine two pairs of other sentences in the table in the same way.
1. ___________________________________________________________
___________________________________________________________
___________________________________________________________
2. ___________________________________________________________
___________________________________________________________
___________________________________________________________

Task 10: Work with a partner. Write a similar sentence giving a reason for
writing to a company of your choice.

2. Writing a short description of your company

This following table show how to describe your company:
small-sized manufacturer
Our medium-sized importer of ball-bearings
company large distributor of sportwear
is a fast-growing retailer of office-cleaning services
Kite well-known supplier of office accounting
successful provider services

an excellent reputation all over East Asia

branches throughout the Tokyo area.
We have factories in Beijing and Manila.
offices in Japan, the United State, and Canada.
an extensive sales network throughout the U.K.

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 You can combine the sentence above, using with,:
Our company is a large manufacturer of ball-bearing,
+ with +
We have factories in Beijing and Manila
These sentences become like this
Our company is a large manufacturer of ball-bearing with factories in Beijing
and Manila

Task 11: Work with your friend to write similar sentences about your own
company and / or a company you know.
1. ___________________________________________________________
2. ___________________________________________________________

3. Describing your interest in a product or service

You can say why you are interested in a companys products or services like
this:
We are looking for a new supplier of office equipment.
We are interested in retailing your products in Canada.
We are considering changing our catering service.
We are planning to extend our factory space in the near future.

Task 12: Write similar sentences using these ideas. Add words and change the
verb form where necessary. Pay attention to capitalization and
punctuation.
1. We / interested / import / your products / to Korea
_________________________________________________________
2. We / plan / replace / I.T. system / next year
_________________________________________________________
3. We / look for / distributor for our products / US
_________________________________________________________
4. We / consider / expand / product line
_________________________________________________________

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Task 13: Work with a partner. Write two sentences using your own ideas
about your own and / or imaginary company.
1. ___________________________________________________________
___________________________________________________________
2. ___________________________________________________________
___________________________________________________________

4. Requests
You can make requests using these phrases
Please send us your current catalog.
Would you please let us have your latest price list.
We would appreciate provide us with details of your services.
it if you would information on your new products

Task 14: Rewrite these requests in the correct order. Pay attention to
punctuation and capitalization.
1. catalog / please / next / us / for / your / year / send
_________________________________________________________
2. discounts / you / wholesale / us / would / let / of / have / please / details
_________________________________________________________
3. appreciate / we / samples / provide / it /if / would / would / us / you /
some / with
_________________________________________________________
Task 15: Work with a partner. Write a request using your own ideas.
____________________________________________________________________
____________________________________________________________________

Task 16: Match the two parts of the sentences used in making enquiries.
1. Id like to know a. some more information about our
2. We are having problems products.
3. We can recommend b. to our brochure.
4. We are looking c. arranging a suitable delivery date.

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 5. Ill send you d. you could send us more information.
6. Please refer e. where we can buy spare parts.
7. We would like to arrange f. a supplier in London.
8. We would be grateful if g. on your website.
9. I couldnt find the information h. for a new supplier.
i. a visit.
Task 17: Order the sentences into a response to an enquiry.
1. I have attached a copy of our latest catalogue.
2. Thank you for your enquiry
3. For the most up-to-date prices and offers
4. As requested,
5. It contains all the information you need
6. Concerning prices and terms of delivery.
7. I look forward to hearing from you soon.
8. visit our website at www.efpc.co.id

Task 18: Work with a partner. Complete the notes below about a real or
imaginary company.
- Name :
- Location country city :
- Products / services :
- Reason for writing :
- Please send :

Task 19: Exchange notes with another pair of students. Write an enquiry
email to the company they wrote about. You can write as an
employee of your own company or an imaginary company.

Self-evaluation:
1. What did you learn from this unit?
2. Do you have any problem?
3. If you have some problems to understand this unit, discuss them with
your friends or your teacher.

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