EWC662

BUSINESS
CORRESPONDENCE

Enquiries & Replies

MS ASMAHANIM YUSUF
 Learning Outcomes

1. Plan and write an enquiry & reply letter
 Enquiry Letters

 Meaning of ‘to enquire’: To ask for information
 Information concerning product, service, or others
(special price, favorable terms)  advice
 Usually in response to advertisements, before
making a decision to buy a product, or to develop
new business
 Enquiry Letters

 Enquiry letters describe what the writer wants to
know, and why
 Details need to be specific – avoid overly general
enquiries eg. What colours do you have? What
facilities are available?
 Avoid direct questions; use statements (formal)
 May not know who it is addressed to: “To whom it
may concern” or “Dear Sir or Madam”
Enquiry Letters (Subject)

 Should be clear and specific
 Within 6-8 words
 Capitalized First Letter
 Examples:
 Enquiry about Longman Textbooks
 Enquiring about Computer Equipment
 Query about Office Furniture Advertisement
 Request Information about Flooring Sample
 Enquiry Letters
(Introduction)

 Give reference: “With reference to your advertisement
in [source] dated [date].”
 Background information (reasons): “As my company
is in need of [product] at the moment…” “I am currently
looking for [product/service] due to [reason].”
 State objective: I am writing to enquire about…
 Enquiry Letters (Body)

 State specifically the information needed
 Do not use questions, but statements instead:
Do you have the item in We would like to know if you have the
green? item in green.
When does the promotion We would like to enquire when the
begin? promotion begins.
How long will the delivery We would also like to enquire how long
take? the delivery will take.
Can we book the entire We would be grateful if you could
hall? Will there be extra inform us if it is possible to book the
charges? If yes, how much entire hall, if there are extra charges,
would they be? and if so, how much they would be.
 Question  Statement

Could you provide the training for us?

 We would like to enquire if you could provide the
training for us.
 Will there be an opening at this time?
 We would like to ask if there will be an opening at this
time.
 Could you let us know how much is the discount?
 We would like to know how much the discount is.
 When are you available?
 Please let us know when you are available.
 Enquiry Letters (Body)

 Ask for a more detailed request, if any: “I would
especially like to know if…”
 Request for action: “Please kindly send me a
brochure/catalog for my reference?”
 Enquiry Letters
(Closing)

 Offer thanks: “Thank you very much in advance for
your kind assistance.” “I would be grateful for any help
you may provide me.” “Thank you for your response. It is
very much appreciated.”
 Anticipate response: “I am looking forward to your
reply soon.” I look forward to hearing from you soon.” “I
look forward to receiving your advice on these issues.”
Scenario 1

 Scenario 1

 You came across this 20%-off November promotion
on the Zalora website. You are interested in the
‘Chuck’ Taylor All Star basketball shoes as a gift for
your brother. Write an enquiry letter to ask about
the shoes, and help you decide if you would like to
purchase it. You are required to invent any necessary
details. Your letter should be about 130-150 words.
 Scenario 1

 In groups,
 Brainstorm and plan ideas/questions that are
necessary to be included in your enquiry letter to
help you decide if the Zalora shoes are the most
suitable for your brother. (You may need to decide
what you want first.)
 Introduction (Background? Objective?)
 Body
 Closing
 Enquiry Reply Letters

 To respond to/answer enquiries
 Make sure to answer ALL queries with clear
information/explanations – don’t ignore!
 Direct clients to relevant documents/sites if possible
(catalogue, brochure etc.)
 Enquiry Reply Letters

 Sometimes, not possible to fulfill clients’ requests –
reject politely with valid reasons, or offer suggestions
on what they could do instead
 REMEMBER: A good and professional reply could
mean certain future business! 
 Enquiry Reply Letters
(Subject)

 Should also be clear and specific
 Within 6-8 words
 Capitalized First Letter
 Examples:
 Reply to Enquiry about Longman Textbooks
 Response to Enquiry on Computer Equipment
 Replying to Office Furniture Query
 Information Request on Flooring Sample
 Enquiry Reply Letters
(Introduction)

 Acknowledge receipt of enquiry/request: “Thank
you for your enquiry on our product dated [date]…” “We
have received your letter enquiring about…”
 Show appreciation for interest: “Thank you for your
interest in our [product/service]…” “We are pleased to
hear about your interest in our [product/service].”
 Enquiry Reply Letters
(Body)

 Provide requested materials/information: “In
response to your query…” We are pleased to enclose…”
“We have also enclosed/attached [document] for your
reference.” “As requested, the following is information
regarding your queries:” (may be numbered if enquiry
is numbered)
 Enquiry Reply Letters
(Body)

 Apologizing and rejecting proposals: “We regret to
say that we are unable to…” “Due to company policy, it is
not possible for us to…”
 Hope for satisfaction: “We hope the information
provided answers all your queries.” “We hope this
information is useful to you.” “We hope this information
addresses all your needs.”
 Enquiry Reply Letters
(Closing)

 Suggest contact: “If you require further clarifications/If
there are anymore doubts, please do not hesitate to contact
us again.” “Please feel free to contact me at [number] if I
can be of further assistance.”
 Future business: “We look forward to an order from you
soon.” “We are looking forward to doing business with
you.” “Thank you for considering us for your needs.”
 Scenario 2

 You are the Customer Service Director of Zalora
Malaysia. You have received a letter of enquiry
requesting information on one of your promotions.
Referring to the letter, write a letter in response to
those queries. You are required to invent any
necessary details. Your letter should be about 130-
150 words.
 Scenario 2

 In groups,
 Brainstorm and plan ideas to respond to the
customer’s enquiries, being as polite & professional
as possible.
 Introduction (Background? Objective?)
 Body
 Closing
THANK YOU!

See you next lesson! 