Enquiries and Replies
Introduction
In
international trade, letters of enquiry (also inquiry) are an important routine
document in the pre-deal business stage. Enquiries can be made either by the
supplier or the buyer. However, the buyer makes most of the enquiries in
practice.
Enquiries
are sent and received by postal letters, emails, and faxes in business for
information about goods or services. Generally speaking, there are two kinds of
enquiries: general and specific. In a general enquiry, the buyer may only
request some general information such as a catalogue, price list or quotation
sheets, samples, illustrated prints, and so on. In a specific enquiry, the
buyer can enquire about quality, quantity, specifications, terms of payment,
date of shipment and delivery, and other specific requirements.
Enquiries
mean potential business, so they must be acknowledged promptly and courteously.
If an immediate sale is not available, an enquiry must be acknowledged to
establish goodwill, informing the enquirer, e.g. when the goods can be
supplied, or introducing some substitutes which perhaps will bring in more
business in the future. If the enquiry is from an established customer, say how
much you appreciate it; if it is from a prospective customer, i.e. a first
enquiry, say you are glad to receive the enquiry and express the hope of a
lasting and friendly business relationship.
An
important principle with enquiries, as indeed with all business communication,
is that of always replying and helping existing or potential customers. Even if
you cannot supply their immediate needs, you may be able to offer alternative
products of interest or help them locate what they are looking for. Not
replying is not an option: it will close the door to any future business and
lose goodwill. In replying to enquiries it is possible and even desirable to
personalise your answers by encouraging the customer to contact you and
actively encouraging them to make contact with you or another named person.
Specimen Documents
Specimen 1: Enquiry from a retailer
to a foreign manufacturer and reply
Dear Sirs
We were
impressed by the selection of sweaters that were displayed on your stand at
the „Menswear Exhibition‟ that was held in Shanghai last month.
We are a large
chain of retailers and are looking for a manufacturer who could supply us
with a wide range of sweaters for the teenage market.
As we usually
place very large orders, we could expect a quantity discount in addition to a
20% trade discount off net list prices, and our terms of payment are normally
30-day bill of exchange, documents against acceptance.
If these
conditions interest you, and you can meet orders of over 500 garments at one
time, please send us your current catalogue and price list. We hope to hear
from you soon.
Yours
faithfully
L Crane
Chief Buyer
For F. Lynch
& Co.
|
Possible reply
Dear Mr Crane
We are pleased
to receive your enquiry, and to hear that you liked our range of sweaters.
There would
certainly be no trouble in supplying you from our wide selection of garments
which we make for all age groups.
We can offer
you the quantity discount you asked for which would be be 5% off net prices
for orders over US$3,000, but the usual allowance for a trade discount in
China is 15%, and we always deal on payment by sight draft, cash against
documents. However, we would be prepared to review this once we have
established a firm trading association with you.
Enclosed you
will find our summer catalogue and price list quoting prices cif London.
We are sure
you will find a ready sale for our products in Mexico as have other retailers
throughout Europe and America, and we do hope we can reach an agreement on
the terms quoted.
Thank you for your
interest; we look forward to hearing from you soon.
Yours
sincerely
Rodger Li (Mr)
|
Specimen 2: General enquiry and
reply
United
Textiles Limited
22 Lawton
Street
Liverpool
England
8 May 2012
Chinatex
Corporation
19 Jianguomen
High Street
Beijing
China
Dear Sirs
We have
received your name and address from Messrs. Anderson & Co. and are
delighted to learn that you export hand-made gloves in a variety of colors
and designs.
We are a large
dealer in gloves in the UK and believe there is a large and steady demand
here for gloves of high quality.
Would you
please send us your catalogue and price list for gloves, with details of your
prices and terms of payment? It would be greatly appreciated if you could
also send samples of your products by airmail.
We look
forward to your early reply.
Yours faithfully
For United
Textiles Ltd
(signature)
|
Possible reply
18 May 2012
Dear Sirs
We were very
pleased to receive your enquiry of 8 May and have pleasure in enclosing our
latest catalogue and price list for your reference. Also by separate post we
are sending you some samples. We are confident that you will find our goods
both excellent in quality and reasonable in price.
We invite you
to consider and compare the quality and price of our products, and look
forward to receiving your first order. If you have any further questions
please do not hesitate to contact us at any time.
Yours
faithfully
For Chinatex
Corporation
(signature)
Encs
|
Specimen 3: Specific enquiry and
reply
2 July 2012
VBH Australia
Pty Ltd
4/42 - 44
Hartnett Drive
Seaford VIC
3198
Australia
Dear Sirs
Stainless
Steel Hinges
We are a
state-owned trading company in Guangzhou, China. We are now in the market for
a large quantity of stainless steel hinges.
We used to buy
elsewhere and now are looking to buy from your company, because we understand
that you are supplying goods of the same quality in large quantities at more
attractive prices.
Our detailed
requirements are:
Quantity required 5 000 sets
Packing in cartons
Shipment September/October 2012
Terms of payment confirmed L/C payable by draft at sight
Please quote
us the best price CIF Sydney as per Incoterms 2000.
Provided your
price is reasonable and the quality is found to be satisfactory, we would be
willing to place regular orders with you.
We look
forward to your early reply.
Yours
faithfully
For Guangzhou
Metals & Minerals Imp & Exp Co Ltd
(signature)
Wang Jun (Mr)
Chief Buyer
|
Possible reply
10 July 2012
Dear Mr Wang
Stainless
Steel Hinges
Thank you very
much for your enquiry of 2 July for our stainless steel hinges. We can supply
them from stock. We are pleased to quote as follows:
1 Quantity 5 000 sets
2 Unit Price USD 100/set CIF
Sydney Incoterms 2000
Your terms of
payment by sight L/C are acceptable to us. For the sake of prompt shipment,
please make sure that the relevant L/C reaches us at least 30 days before the
stipulated date of shipment.
If you would
like any further information, please do not hesitate to contact me personally
or my assistant Sally Lewis on [PHONE NUMBER].
We look
forward to receiving your order in due course.
Yours
sincerely
(signature)
Thomas Rose
(Mr)
Overseas Sales
Director
|
Useful Expressions
1. We learned your name and address from …, who have
informed us that you are in the market for Chinese tea.
2. Your firm has been recommended/introduced to us by
R.G. Nelson Co Ltd as one of the leading exporters of chinaware, and we are
writing to you with a view to enquiring about ….
3. The Homebase Company informed us that you are one of
the leading importers of tools and instruments and may be interested in trading
with us in this line. For your information, we are sending you a list of items
which could be suitable for your market requirements.
4. We write to introduce ourselves as one of the
leading exporters of a wide range of electric fans and air conditioners.
5. One of our customers is interested in your products
and would like to receive some samples and a price list.
6. We would be grateful if you would send us your
catalogue, price list and other particulars of your products.
7. Please quote us your lowest price CIF New York for
the goods mentioned above, including our 3% commission.
8. Thank you for your enquiry of May 5 concerning …
(omitted). We are sending our latest catalogue and price list for your information
by email attachment.
9. We were pleased to receive your enquiry of May 8,
and are happy to inform you that some samples are being dispatched separately.
10. We regret that the goods you ordered are out of
stock at the moment. We will get back to you as soon as possible to let you
know when they will be available.
Guide to Writing
1.
The following
points are often included in a first enquiry:
1) Mention how you obtained your potential supplier‟s
name and address. Useful sentences can be:
a.
We have seen
your advertisement in …
b.
We have received
your name from our associates…
c.
The Bank of
China, Jinan Branch, has informed us that ….
d.
We saw your
latest models demonstrated recently at …
e.
We understand
that you are offering …
f.
Your
representative has just visited us and told us that …
2) Introduce your company briefly. Examples are:
a.
We are one of
the leading importers of …
b.
We deal in …
c.
Our company is a
major distributor of …
d.
We are one of
the largest Scandinavian manufacturers of …
e.
Our company
supplies the market with …
f.
We do extensive
business in …
3) State your market conditions, for example :
a.
We are thinking
of placing an order for …
b.
There is a
growing demand for private cars in our country.
c.
There is
considerable demand in the Swedish market for …
d.
The market for
products of this kind is expanding, and we will require
e.
There has been a
significant increase in demand for the type of goods you manufacture…
f.
We are
considering introducing goods such as those you produce on the Chinese market…
4) State clearly your specific requirements, including
prices, discounts, delivery time and other concerns:
a.
Please send us
your quotation for …
b.
Kindly let us
know what discount you would allow us on a quantity of
c.
We would be
grateful if you would let us have your catalogue and price list as well as
terms of payment.
d.
Prompt delivery
is essential: would you be able to ship the consignments within three weeks of
receiving orders from us?
e.
Your quotation
should be in US dollars, CIF Qingdao Incoterms 2000.
f.
We would
appreciate a visit from your representative. Please show us samples of … and
discuss terms of …
g.
When quoting,
please state your terms of payment and the discount you would allow on
purchases of quantities of not less than 100 dozen individual items. Prices
quoted should include insurance and freight to Liverpool.
5) Encourage your correspondent to reply:
a.
We look forward
to hearing from you.
b.
We hope to hear
from you very soon.
c.
We would
appreciate an immediate reply by fax.
d.
Since we need
these articles urgently, a prompt reply is essential.
e.
Please let us
know as soon as possible whether you are able to supply us.
f.
We are looking
forward to receiving this information, and to doing business with you. In a
follow-up enquiry, it is not necessary to mention the first two points.
2.
The following
points are usually included in replies to enquiries:
1)
Thank the
enquirer for his/her interest in your products. Examples are:
a.
Thank you for your
interest in our products.
b.
We are pleased
to learn that you are interested in our products.
2)
Assure your
customer that you have faith in your product, which means that you have to
“sell” it. Examples are:
a.
Our products are
both high in quality and reasonable in price.
b.
Our goods are
enjoying increasing sales in various countries of the world.
c.
Our products
have a high reputation in the world for their excellent (superior) quality.
d.
Our goods are
famous for their good quality and fine workmanship. They have been especially
popular in the European market. Otherwise, offer an alternative
3)
Make sure that
you do not leave out information and have supplied the printed matter that you
think will help your customer.
a.
We are
airmailing you the pricelist and catalogue you asked separately.
b.
Enclosed please
find the samples you requested, namely children‟s cars in the “Sprite” range of
toys.
c.
All the
information you need has been sent out under separate cover today.
4)
Encourage an
early reply, e.g.
a.
We look forward
to your early reply.
b.
We would
appreciate a prompt reply.
References
1.
http://course.sdu.edu.cn/G2S/eWebEditor/uploadfile/20131201180129005.pdf
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