REPLYING TO ENQUIRIES

OPENING
Thank the writer for his or her
enquiry. Mention the date of his or
her letter.
Examples:
❖ Thank you for your enquiry of 6 June in
which you asked about…
❖ I would like to thank you for your enquiry
of 6 June in which you asked about...
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1. Confirming that you can help
Let the enquirer (sender) know near the start of
your reply if you have the product or can
provide the service he or she asking about.
Examples:
❖ I am pleased to say that we will be able to
provide/supply the sample of textile you
require.
❖ We offer a full two-year guarantee.
❖ We are able to offer 10% quantity discount
 BODY
2. Selling your product
Encourage or persuade your potential
customer to do business with you. Mention one
or two selling points of your product, including
any guarantees, special offers, and discounts.
Example:
❖ We feel sure you will agree that our products
are of the highest quality, and to see a
whole collection online, please visit our
website at www.abc.com.vn
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3. Suggesting alternatives
If you do not have what the enquirer has
asked for, but have an alternative, offer
that.
Example:
❖ I am sorry we do not have the
product/model you asked for, but can
assure you that the alternative I have
suggested will meet your requirements.
 CLOSING
Always thank the customer for contacting you. If
you have not done at the beginning of the letter,
you can do at the end. You should also
encourage further enquiries.
Examples:
❖ Once again, we would like to thank you for
writing. We would welcome any further
questions you might have.
❖ We hope to hear from you again soon, and
can assure you that your enquiry will be dealt
with promptly.
 PRACTICE
Match the correct Incoterm to its explanation
Incoterm Explanation

1. DDU (delivery duty unpaid) a. The buyer pays all delivery

costs once the goods have
left the seller’s factory or
warehouse.

2. CFR (cost and freight) b. The seller pays all delivery

costs to the port.
3. CIF (cost, insurance, and c. The seller pays all delivery
freight) costs, except for import duty,
to a named destination.
 PRACTICE
Incoterm
4. EXW (ex-works)
5. FAS (free alongside ship)
6. FOB (free on board)
Explanation
d. The seller pays all delivery
costs to a named destination,
except for insurance.
e. The seller pays all delivery
costs to when the goods are
on board ship.
f. The seller pays all delivery
costs to named destination.
O You are Birgit Lange, Personal Assistant of Gerd Busch-
Sales Manager of ABC Fitness Equipment Ltd.; 1150
Clayfield, Burnley BB20 1RQ, UK; write a reply on behalf
of him, use those following details:
O Send to Anne Croft of Shape-up Fitness Centre at 57
Coniston Crescent, Bedfordshire LUI4 3RM, UK
O Reply to her letter of 23 March
O Enclose a catalogue and price list and offer:
❖ 5-year guarantee on all equipment.
❖ Highest-quality materials used.
❖ Prices highly competitive due to small profit margins.
❖ 5% quantity discount off net prices on orders over
$5,000
❖ Encourage her to contact again.