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Letter of Enquiry

When a buyer wishes to get information about the quantity, price, availability, etc of goods to be purchased or about the sales etc, he writes a letter of enquiry to the seller

Hints for drafting an enquiry

1. State the purpose of your letter, whether you need goods, services or information 2. Request for price list, catalogue etc

3. Ask for samples or demonstration, if needed

4. Tell the seller how you got his name- whether someone personally recommended him or you learnt about him through an advertisement

5. State the details of your business and what you are interested in 6. Ask for terms relating to discount, credit, mode of delivery, packing etc 7. Give an idea of the quantity you need in order to enable the supplier to quote the best possible price 8. If you are asking for a concession, give reason- large and continuous orders, your ability to promote sales in your area, etc

Reply to enquiry or the Quotation letter

Enquires may be replied to promptly Refer to the date and the number of the letter Thank the party for his letter and show appreciation for his

interest in your company, its product or service

State the terms clearly and concisely; time required to execute the order; place and mode of delivery; terms of payment; discount , packing etc

State the time for which the offer is open if the time is an important factor Include the price list, availability of goods, etc Use some sales talks to stimulate the interest of the buyer

Write a letter from XYZ company, giving quotation for the supply of curtains. Emphasize in your letter the other details provided by your company

Letter of order

If the purchaser approves the quoted price , the quality of goods and the terms and conditions of the business, he sends the purchase order

Hints for drafting an order

Thank the seller for his quotations especially when special terms have been offered Detailed description of the goods, for which the order is to be

placed, should be mentioned. Every commodity should be

written separately in the order. If the serial number of the goods is indicated in the booklet, that serial number should

be written

While placing the order, it should be clearly mentioned whether the goods will be purchased against cash or credit The place and the time of delivery should also be stated in the letter Give special instructions, if any for packing, insurance etc The mean of transport to be used should also be clearly indicated ie by road or rail or air etc If the order is being send under some terms and conditions they should also be incorporated clearly

Execution of orders

The receipt of every order must be promptly acknowledged Every order is profitable relationship with the customer . So the acknowledgement of an order must express the sellers pleasure and gratitude, must appreciate the customers interest in the goods The acknowledgement of an order is a legal acceptance of all the points mentioned in the order

Hints for drafting an acknowledgement

1. Prompt execution- in full a. Thank the party for his order b. Specify the goods that you have dispatched or the time by which you will dispatch them c. State the total amount of the invoice and attach the invoice to the letter d. Refer to the need of prompt payment but do not stress this point

e. Mention the mode of dispatch: post-parcel, train, truck etc f. You may refer to the quality and popularity of the goods and express a hope that the goods will satisfy the consumers requirement g. Maintain a personal tone throughout and show your eagerness to serve the customer in all possible ways

h. Impress on your customer the fact that his order has been
given personal attention

2. Prompt but part execution: a. Thank the party for the order b. Mention the goods that you are supplying immediately c. State the reason for your inability to execute the order in full d. Give the probable date by which you can supply the rest of the order

Delay in Execution
In some cases the seller may find it difficult to execute the order promptly or within the period specified by the buyer due to goods being out of stock, production being held up on account of the scarcity of raw material, machinery breakdown, strike or lock out etc, in all these cases it is desirable to explain the cause of the delay

Hints for drafting letters intimating delay in the execution of orders

1. Thank the party for his order 2. Explain clearly the reason for delay. Regret the inconvenience 3. Convince the customer that the circumstances are beyond your control 4. State, if possible the date by which you can execute the order 5. Assure the party that the revised commitment will be honored

Inability to execute orders

situations arises sometimes when the seller do not find themselves in a position to execute the orders.

In such a circumstance, we can classify the acknowledgement

into 2 broad categories. 1. Refusing the order 2. Substitutes and counter offers

Refusing the order

Even though the seller may be having the goods ordered, he may have to refuse to deliver them because of the following reasons: 1. Prices mentioned in the order are less than quotations, quantity ordered is too small, production difficulties, etc 2. Due has not been cleared by the customer

Hints for drafting replies when the order is being declined.

1. Since it is a bad-news letter, you have to use the indirect approach. 2. Thank the customer for the order 3. Express your appreciation of his interest in your products 4. In simple but clear terms, explain why the order is being declined

5. Express your desire to serve him in the future

You have received an order for the supply of stationary worth Rs 36000 from one of your retail dealers, but they already

owe you Rs 15000 payable three months. Write a letter

seeking a settlement of accounts before executing the present order.

2. Substitutes and counter offers Goods ordered are out of stock, price of goods have gone up, the brand ordered is not being stocked or produced

Hints for drafting reply when substitutes are offered

1. Thank the customer for his order 2. Tell him that you have stopped trading in that brand or type of article, or the stock has been exhausted and you do not expect replenishments in the near future

3. If you have stopped producing or trading in the goods ordered, give reason Then refer to the new goods of thr improved quality that you have and wish to offer Describe the features of the substitutes in such a way as to make them acceptale to the customer Incidentally refer to the popoularity of the goods offered and say that they are either superios or as good as thaose ordered Enclose the sample if possible