UNIT 4

RESPONDING TO ENQUIRIES
 An enquiry, like any other type of
correspondence, needs a reply.
 When replying to an enquiry, whatever
the content, We need to include the
assurance if We can offer what they
need, and the reason(s) if We cannot
meet their enquiry.
 In order to maintain the possibility of
long-term cooperation, alternatives can
be suggested if the enquiry cannot be
met in the current situation.
Format
1. Opening/Introduction
 For an email, a reply is written after one that
We have received => There is “Re.” =>
Salutation may not be seen.
 For a letter, a salutation is a must.
 In a letter, with a name already known in the
previous letter, We include Dear + [Title of
respect] + [Surname].
 The addresses for a reply letter must be
included in the format as mentioned in the
previous units.
 Thank the recipient for their enquiry.
Expressions for showing gratitude:
o Thank you for your enquiry of + [Date] in
which you asked about…
o I would like to thank you for your enquiry of
+ [Date], and I am pleased to tell you that…
o We were pleased to learn from your enquiry
of + [Date] that you…
o Thank you for your letter, [Reference
number], which we received + [Time]
2. Body
a. When You have what the enquirer needs:
Inform them You can help
 We have…
 We have no problem in…
 We have no difficulty in…
 We can supply you…
 I am pleased to say that we can…
 We can offer…
b. When You can help => “Sell” Your product or service
 This is done to convince the enquirer to take the
response more seriously and make serious
considerations.
 This can help the company to approach the potential
customer even more.
 Expressions for use:
o Once you have seen [Product], we know you will be
impressed by [Brief mention of product’s
characteristic(s)]
o We can assure you that…
o When you have seen [Product] in operation, you will
[Potential positive feeling(s)]
c. When We do not have what they need but
We desire to help them => Give alternatives
 We offer an alternative that can help meet
the enquirer’s need.
 We never criticize the product(s) the
enquirer has asked for.
 Formula:
o [Available option (with description)], but
[Description of an alternative]
o [Available option (with description)];
however, [Description of an alternative]
d. When We have no way to offer the help the
enquirer needs => Inform them of this and/or
refer them to another location
 I regret to say that…I am sorry we cannot
help you.
 The [Enquired product] is not [Suitable verb
for the product] by us, but by [Name of
another producer]. They are located at…
 The [Enquired product] is not [Suitable verb
for the product] by us, but by [Name of
another producer]. Their address is…
e. Attaching price lists, catalogues, prospectuses,
and samples
 The enquirer needs to be informed that there
is/are attachment(s).
 What attachments are must be clearly stated.
 Some expressions to use:
o Please find enclosed* our…
o We enclose* our…
o We have also included*…
* Note: To be more flexible, the right form of “attach”
can also be used.
f. Planning demonstrations and visits
 Some products that are large and/or complicated
need to be demonstrated by Our company and
observed by the enquirer in person.
 They can be security systems, aircraft, etc.
 Some expressions to use:
o A demonstration is necessary to help show you what
the product can do.
o We suggest that you visit*…
o We are delighted to send our representatives to visit
you and give you a demonstration.
*Note: Alternatives are “come to”, “go to”, etc. But “visit”
will be more formal and encompassing.
g. Informing the enquirer of the prices
 We can mention the prices in the body of the letter.
 If We include the price list, We inform them of that
attachment.
 If the price is unstable for some reason, we say that the
price(s) is/are subject to change.
 Some expressions to use:
o We would like to inform you that the price per unit is…
o We can quote you a price of… per unit… However, due to
the fluctuating exchange rates, the price is subject to
change.
o We can quote you a price of… per unit… However, due to
the fluctuating exchange rates, we can only maintain that
price for…
o The price of… (per unit) is very/extremely competitive.
3. Closing:
 Showing gratitude to the enquirer is a must.
 It shows formality and professionalism besides the desire
to maintain a good and cordial business relationship.
 Some expressions to use:
o We would like to thank you for writing to us. Please feel
free to contact us for further information.
o Please contact us again if you have any questions
regarding…
o We hope to hear from you again soon, and we can assure
you that…
o I am very sorry that we do not have [Product/Model the
enquirer asked for], but we guarantee the alternative we
have suggested can meet your demand.
Activity
In the handout is a reply to an
enquiry for fire extinguishers. Fill in
the blanks 1-4 with the right
expressions. Please feel free to be
flexible in the grammar and form of
certain words.
Writing practice
On May 25th, You will receive a topic
based on which You will write a reply
to an enquiry. Please feel free to
write it an submit it to me for
feedback from that day to June 8th.