UNIT-3 [ Lesson-5: Replies to inquiries ]
After reading this lesson you will be able to:
- write replies to different types of inquiry letters.
Replies to inquiries
Introduction
As you may write inquiry letters to different business firms and companies, others may also write to you similar letters which you will have to reply. If your reply is positive then it is a goodwill letter, and you will have to follow the direct approach.
But if on the other hand, you have to say not to a request, or you cannot answer all the inquiries made, then it is a bad news letter. Use the indirect letter pattern or the indirect approach in that case. If you do not care to reply inquiries, you are in a way staying away from your customers/clients, and that means losing business.
How do you reply an inquiry?
When you get a letter of inquiry you should read it carefully and find out exactly what the customer wants. When you write your reply, write down your points first on a separate sheet of paper to make sure you don’t miss any of the inquiries made. Then try to reply to each of the inquiries in a tone that suggests you are welcoming your client.
Replying inquiry letters means using a good opportunity for establishing friendly relations with your client and creating or promoting goodwill. Therefore don’t delay. Be prompt in your reply.
Read the letter below and think how it can promote goodwill. It is an answer to a request by a dealer for a catalogue and price-list of sewing machines.
Note
The letter above sounds original and friendly. The writer aims to interest his reader and create in him a feeling of confidence and win his consideration and friendship. If for any reason you cannot answer all the queries or keep a request fully, don’t just sound negative and disheartening.
Use the indirect approach and begin your letter with what sounds to he positive. Here is another example of an indirect approach in replying an inquiry/or a request with a negative message. Remember it is appropriate language, courtesy and the right tone that is important in replying to letters of inquiry.
Example
ACTIVITY
Write a negative reply to a letter of inquiry ordering for twenty ceiling fans for immediate delivery. Use the indirect approach and consider the following cues:
- the demand for ceiling fans has been exceptional due to the prolonged summer
- further supplies of fans are expected in about a fortnight
- if the order is allowed to stand prompt delivery will then be made
- regret that delivery cannot be made at once.
ACTIVITY
A customer has written to you, ordering for ten sets of colour TV for his institution. Write a positive reply acknowledging that the order can be met.