Replies to enquiries

The reply of the seller to the enquiry of the buyer with whom he does regular business does not need to be more than polite and direct. If the enquiry is from a new source, you must take special care to answer it properly. You should emphasize how pleased you are to have received the enquiry, and express hope that it will lead to a lasting and friendly connection between the two companies involved. You may also add some favorable comment on the goods required and draw attention to other products that might be of interest to the customer. You can also point out new features of your product, high quality or competitive prices. You might also stress early delivery or mention that the article has had a great success in other markets.

If you find that you cannot supply the article or qualities your customer asks for, you should offer a substitute and persuade the prospective buyer to accept it. If you have to refuse the request altogether, you should remember not to upset the customer and promise to revert to the matter later when the situation changes.

Do not forget to answer all his questions. Careful treatment of customers’ enquiries can considerably help in winning orders.

Refer back to enquiry letters/emails in ‘Make-an-enquiry Point’. Below are the replies to those letters.

Dear Mr. Smith,

Thank you for your e-mail enquiring [or requesting information] about our products.

In the attached catalogue you will find a wide selection of packaging materials we produce and sell to many dairy producers in Europe. If you are interested in getting a firm offer, will you please specify exactly what items you want to buy quoting the numbers from the catalogue?

Thank you for your interest.

Yours sincerely

Peter Schmidt

Sales Manager

BestPac

Dear Mr. Springsteen,

Thank you for your interest in our fabrics.

We are pleased to make you an offer which we hope you will find interesting. All our fabrics can be supplied by the middle of November, subject to our receiving your firm order by October 23. Attached you will find our catalogue and price list quoting prices CIF[1] London.

We can offer a quantity discount for orders over £10,000 and expect payment on invoice.

We will be pleased to supply any further information you may require.

Yours sincerely,

Bruce Adams

Senior Sales Manager

Dear Mr. Midler

We have received your e-mail of 8 April requesting samples of ladies’ and men’s knitwear for immediate delivery.

We have dispatched under separate cover by airmail a collection of samples: blouses, jumpers, waistcoats, cardigans, with short and long sleeves and with various types of collars.

All technical details are set out on the individual sample headers and prices are given in the attached price list. The prices quoted are FOB[2] Rotterdam port, less 1.5 per cent cash discount for prompt settlement by Letter of Credit or cash against documents. Delivery can be effected immediately on receipt of your order and advanced payment.

If you have the prospect of any reasonably sized order, and you wish to talk about such matters, we would be quite willing to come to New York or we could discuss matters in Rotterdam if you would consider such a meeting necessary.

We hope that you will find our samples suitable for your purpose, and look forward to hearing from you soon.

Best regards

Laura Groenewegen

Sales Manager

LuxLine