Unit 3

Unit 3. Enquiries

3.1 Methods of enquiry

An enquiry can be made by telephone, telegram (cable), fax, or postcard. If you use a postcard, it is not necessary to begin with a salutation (Dear Sir, etc.) nor end with a complimentary close (Yours faithfully, etc.) Your address, the date, and reference is sufficient.

If you need to give more information about yourself or ask the supplier for more information, you will need to write a letter. The contents of this will depend on three things: how well you know your supplier; whether your supplier is at home or abroad; and the type of goods you are enquiring about - there is a difference between asking IBM about the cost of installing a complex computer and asking a publisher how much a book would cost.

3.2 Writing general complaints

1. Opening

Tell your supplier what sort of firm you are.

Our company is a subsidiary of Universal Business Machines and we specialize in...

We are one of the main producers of industrial chemicals in Germany, and we are interested in...

How did you hear about the firm you are writing to? It might be useful to point out that you know a firm's associates, or that they were recommended to you by a consulate or Trade Association.

You were recommended to us by Mr John King, of Lasworn & Davies, Merchant Bankers.

We were advised by Spett. Marco Gennovisa of Milan that you were interested in supplying…

It is possible to use other references:

We were impressed by the selection of gardening tools that were displayed on your stand at this year's Gardening Exhibition held in Hamburg.

Our associates in the packaging industry speak highly of your Zeta packing machines and we would like to have more information about them. Could you send us…

2. Asking for catalogues, price-lists, prospectuses

It is not necessary to give a lot of information about yourself when asking for catalogues, brochures, booklets, etc. This can be done by postcard, but remember to supply your address, unless it is already printed, phone number, telex, and fax number if you have one. It would also be helpful if you could briefly point out any particular items you are interested in.

Could you please send your current catalogue and price-list for exhibition stands? We are particularly interested in 'furniture display' stands.

Would you let us have your summer brochure for holidays to Greece and the Greek Islands, and supply details of any low fares and tariffs for the month of September?

3. Asking for details

When asking for goods or services you must be specific and state exactly what you want. If replying to an advertisement you should mention the journal or newspaper, the date, and quote any box number or department number given, e.g. Box No. 341; Dept. 4/12B. And if referring to, or ordering from a catalogue, brochure, leaflet, or prospectus, always quote the reference, e.g. Cat. No. A149; Holiday No. J/M/3; Item No. 351; Course BL 362.

I am replying to your advertisement in the June edition of 'Tailor and Cutter'. I would like to know more about the 'steam pressers' which you offered at cost price.

Could you please give me more information about course BL 362 which appears in the language learning section of your summer prospectus?

4. Asking for samples, patterns, demonstrations

You might want to see what a material or item looks like before placing an order. Most suppliers are willing to provide samples or patterns so that you can make a selection. However, few would send a complex piece of machinery for you to look at. In that case you would be invited to visit a showroom, or the supplier would offer to send a representative. Nevertheless, if it is practical, ask to see an example of the article you want to buy.

We would also appreciate it if you could send some samples of the material so that we can examine the texture and quality.

I would like to discuss the problem of maintenance before deciding which model to install in my factory. I would be grateful if you could arrange for one of your representatives to call on me within the next two weeks.

5. Suggesting terms, methods of payment, discounts

Firms sometimes state prices and conditions in their advertisements or literature and may not like prospective customers making additional demands. However, even if conditions are quoted, it is possible to mention that you usually expect certain concessions. Although it is true that once a supplier has quoted a price and stated terms, he may be unwilling to change them, by suggesting your terms you indicate that certain conditions may persuade you to place an order.

We usually deal on a 30% trade discount basis with an additional quantity discount for orders over 1,000 units.

Could you let us know if you allow cash or trade discounts?

We intend to place a substantial order, and would therefore like to know what quantity discounts you allow.

6. Closing

Usually a simple 'thank you' is sufficient to close an enquiry. However, you could mention that a prompt reply would be appreciated, or as the examples show, that certain terms or guarantees would be necessary.

Thank you for your attention. We hope to hear from you in the near future.

We would be grateful for an early reply.

If the concessions we have asked for could be met, we would place a substantial order.

You can also indicate further business, or other lines you would be interested in if you think they could be supplied. If a supplier thinks that you may become a regular customer, rather than someone who has placed the odd order, he would be more inclined to quote competitive terms and offer concessions.

If the prices quoted are competitive, and the quality up to standard, we will order on a regular basis.

Provided you can offer favourable quotations, and guarantee delivery within four weeks from receipt of order, we will place regular orders with you.