SMP3: BUSINESS COMMUNICATION

WEEK 14
RESPONSE TO INQUIRY

LEARNING OUTCOME:
At the end of this lesson, students should be able to:
 Follow the guidelines in writing of business letter
 Write a business letter using the layout and format

3.2.1 RESPONSE TO INQUIRY

Letters of response are among the most important and probably the most numerous
of business letters. They are written in response to request for information or favors, in
response to business reply cards that accompany sales letters and in response orders.

Reply to inquiry may contain the following information:

First paragraph: Express appreciation for the writer‟s interest in your company, its
products and its services.

Second paragraph: State the information requested cheerfully and if possible adds
relevant details.

Third paragraph: Graciously indicate willingness to be further assistance. You may

enclose folders, catalogues, booklets or brochures which may be of
value to the reader.

QUICK TIP:

1. Be prompt in thanking the writer of the inquiry.

Promptness is very important because this is one way of telling the letter sender that
you are interested in him. You are telling him that you appreciate his interest in your
company.
2. Give the complete information as requested in the letter.

Be sure that all questions in the letter of inquiry are answered completely and
concisely. The company may provide literature, catalogues, brochures or pamphlets
that will give the information needed by the writer of the letter of inquiry.

Other points to consider:

1. Answers to inquiries should not be elaborated. They should avoid stuffy over
formality.
2. A reply letter should always create a favourable impression.
 3. Additional information may be supplied in a reply letter.

Reply to an Inquiry/Request

Dear Mrs. Susan Garcia,

Relative to your letter of inquiry as to our processed meat products, our company is pleased
to provide you complete information and paraphernalia about our processed meat
products. We are looking forward that you will truly appreciate the same, and also
patronize our other product lines in the future.

Thank you for your interest and enthusiasm about out processed meat products.

Yours Truly,

VTM CORP.

Victor Tongson Mendez

Manager

3.2.2 SALES AND PROMOTIONAL LETTERS

Sales and promotional communications are well planned letters which aim at
promoting a product or service or at inviting inquiries and generating sales ultimately.
In writing communications of this type, the psychology of business must be studied
thoroughly. Both letters must not only be masterpieces of advertisements which have strong
persuasive impact. They must also be designed to perform the wide range of “soft sell” and
„hard sell”. In most cases sales letters should be so appealing because business depends on
them for existence, survival and growth.

The sales communicator initially considers:

1. What he wants to sell

A product or a service

2. What his aim is:

To inform To tease
To educate To generate queries
To promote To reinforce an idea
To sell To change people‟s minds
 3. What his target market is:

Men (What age)

Women (What generation)
Income Bracket
ABCD Market
Their needs
Their wants in addition to the demographic profile

Step-by-step Guide to Sales and Promotional Letters

1. The first part of the letter states your purpose. Depending on the reason for writing
the letter, this may vary from requesting an appointment to introducing a new
salesperson.
2. The second part of the letter gives details or background information. This is the
persuasive part of the letter. If you are making a request, then this part would give
the reason for the request.
3. The last part of the letter acts as a statement of desired action and as a summary
reminding the recipient of the letter‟s general nature.

Dear Mr. Guzman:

Have you taken a good look around your office lately? Is your furniture drab and shabby
looking? Does your office give your firm the appearance of success and prosperity – or does it
make your client think “this man must not be doing very well”?

Now is a very good time for you to visit our Office Furniture Department. Every item is
reduced 10 percent during the month of August. Our decorator is a specialist in office layout
and furnishings. He can help you select appropriate matching furniture, rugs, and draperies –
and his advice is free for the asking. You will be under no obligation to make your purchases
from us, but you can’t beat our low prices and large selection anywhere else in Manila.

Call 848-9371 and ask Mr. Hernandez. He will be happy to make an appointment to visit your
office and help you with your redecorating problems.

You can’t afford to miss this once-a-year sale of office furniture and furnishings. So, to take
advantage of export free advice and substantial savings, call or come to see us today.

Sincerely yours,

ABG. Company

Elice Mendez
Manager
 3.2.3 ORDERING A PRODUCT OR SERVICE

Almost all firms today use either letters or order blank forms when ordering
goods and services. An order letter must be specific or complete. You must include all
necessary information about the merchandise.

Here are some hints to be observed in writing this type of letter.

1. There should be a complete description of the merchandise (brand name, color,

size, quantity, style, price)
2. He should be able to give necessary information regarding the delivery of his
order.
a. Name and address of the buyer
b. The buyer states the date of the delivery of the merchandise. (by boat, by
land, by parcel post, by air mail)
c. The mode of payment must be stated explicitly. That is, if he pays by check,
money order, cash on delivery, charged or account.)
d. He should be able to see credit references, if requested.

MAGANA RESTAURANT
15 Todalian
Bonuan, Dagupan City

The Manager
Eastern Corporation
30 State Tower, Quezon Ave.
Quezon City

Gentlemen:

We are presently operating a restaurant and we plan to expand our restaurant operations by opening another branch
here in the City of Dagupan this November, 2008.

Relative to our expansion program, we would like to request you to supply us the following items, itemized as
follows:
100 pieces round plates @100 pesos per piece = Php 10, 000
100 pieces saucers @60 pesos per piece = Php 6,000
100 pieces cups @80 pesos per piece = Php 8,000
80 pieces bowls @100 pesos per piece = Php 8,000

As our initial payment, enclosed please find is our Metrobank Manager’s Check No. 01150 in the amount of Twenty-
Five Thousand Pesos (Php 25,000.00) which we request you to to acknowledge receipt of the same, and the balance
of Php 7,000.00 will be paid by us upon delivery of the said items.

Please ship our orders at the above address not later than August 30, 2008.

Thank you.

Truly Yours,
Magana Restaurant

By:
Antonia Isabel M. Santicruz
Manager
3.2.4 CLAIM LETTER

The volume of sales handled by stores sometimes results in errors that cause
embarrassment to the customer. The good ordered may not have arrived on time, the goods
have been lost or damaged in the transit or the customers may get rude treatment from the
sales personnel. Letters written to protest such errors or shortcomings are called claim letter.
The answer of the company to such letters is called adjustment letters.

Types of Claims:

Claims made by customers generally involved any of the following:

1. Service Claim – this type concerns in filing orders or requests for service,
discourteous treatment by employees and failure to make a follow-up of an earlier
incomplete service.
2. Money Claim – this type involves errors in statements and invoices and
misunderstanding with regard to price or terms of payment.
3. Merchandise Claim – this type involves incorrectly filled orders, merchandise whose
quality is unsatisfactory, and goods damaged or delayed in shipment.

Eastern Corporation
30 State Tower, Quezon Ave.
Quezon City

Attn.: Mr. Andre Delos Reyes

Manager

Gentlemen:

We received the Three Hundred Twenty pieces of Elegance dinner set we ordered from you
sometime on June 27, 2008. However, upon opening the boxes, we found out that there are
six pieces of bowls which were broken, and we would like to surmise that the said breakage
was due to improper handling of the same by your delivery personnel, and thru NO FAULT on
our end. Such being the case, may we request your good selves to replace the said broken
items? And we expect to receive the replacement soonest time possible.

Sincerely,

Antonia Isabel Santicruz

Manager
3.2.5 THE ADJUSTMENT LETTER

Principles Involved

1. In the opening paragraph, the adjustment letter writer takes a sympathetic attitude
toward the customer over the loss or inconvenience suffered by the latter.
2. The writer makes a clear statement of his proposed adjustment/action.
3. The writer ends his letter with an attempt to regain or re-enforce the customer‟s
goodwill.

Attn.: Ms. Antonia Isabel Santicruz

Manager

Gentlemen:

We apologize for what had happened to our shipment. The products are so fragile that
maybe the cause of breakage of the six (6) bowls during the shipment of the same. We will
replace them soonest time possible but unfortunately we ran out of stocks. Therefore, we still
have to wait for our next delivery from our manufacturer which we expect by July 20, 2008;
hence, our assurances that the replacement will be by July 28, 2008. Again, please accept our
sincerest apologies for the inconvenience that may have caused you due to the breakage of
some of the items.

Very truly yours,

Andre Delos Reyes

Manager