ENQUIRIES AND REPLIES
Enquiries for information about goods or services are sent and received in business all the time.
When a company or a firm needs information about a product or service they will make an enquiry in order to find the right supplier or provider.
An enquiry can be made by telephone, fax or e-mail. But if you need to give more information about yourself or ask the supplier for more information, you will have to write a letter. When writing a letter of enquiry it is advisable to observe the following recommendations (rules):
Tell your supplier what sort of firm you are.
Our company is a subsidiary of American Power Equipment and we specialise in...
We are one of the main suppliers of this equipment in Ireland am we are interested in...
How did you hear about the firm you are writing to? It might be useful to point out that you know the firm's associates or that they were recommended to you by a Consulate or Trade Association.
The Russian Chamber of Commerce and Industry in Moscow told us that you were looking for an agent in Spain to ^present you.
It is possible to give other references.
We were impressed by the range of your tableware displayed on your stand at this year's Home Exhibition held in Moscow.
Asking for catalogues, price-lists, prospectuses it would be helpful if you could briefly point out any particular items you are interested in.
I would be grateful if you sent me an up-to-date price for your wall papers.
When asking for goods or services you must be specific and state exactly what you want. If replying to an advertisement you should mention the journal or newspaper, the date.
I am replying to your advertisement in the June edition of "Sports and Leisure"
You might want to see what a material or item looks like before placing an order. Most suppliers are willing to provide samples or patterns so that you can make a selection. But if you need a complex piece of machinery you will be invited to visit a showroom or the supplier would offer to send a representative.
We would also appreciate it if you could send some samples of the upholstery material so that we can examine the quality.
Firms sometimes state prices and conditions in their advertisements or literature. However, even if the conditions are quoted it is possible to mention that you usually expect certain concessions and by suggesting your terms you indicate that certain condition:, may persuade you to place an order.
We usually deal on a 30% trade discount basis with an additional quantity discount for orders over 1000 items.
Sometimes wholesalers and retailers want to see how a line will sell before placing a firm order with the supplier. They may be able to do this by getting goods on a consignment basis. In either case the supplier will have to know the Customer well or will want trade references. He will also place a time limit on when the goods must be returned or paid for.
We would like you to supply us with the goods on a consignment basis to see what the demand is.
And the last: usually a simple 'thank you' is sufficient to close an enquiry. However you could mention that a prompt reply would be appreciated, or as the examples show that certain terms or guaran tees would be necessary.
Finally we would like to point out that delivery before the New Year is essential and hope that you can offer us that guarantee.
POINTS TO REMEMBER
Give details of your own firm as well as ask for information from your prospective supplier. It would be helpful if you could briefly point out any particular item you are interested in.
Be specific and state exactly what you want. If possible quote box numbers, catalogue references, etc. to help your supplier identify the product.
Ask for samples if you are uncertain about a product.
Suggest terms and discounts but be prepared for the supplier to make a counter-offer.
Close with an expression such as "I look forward to hearing from you" or indicate the possibility of substantial orders or further business.
Questions:
What do you usually begin your letter of enquiry with?
Why might it be useful to point out that you know the firm's associ ates?
Do you think other references could be helpful?
Why is it advisable to point out any particular items you are interested in?
Why must you be specific and exact when asking for goods?
Why do the Buyers want to see the goods before placing an order?
Who is a prospective customer?
Can a prospective customer make additional demands as regards prices and conditions stated in advertisements?
Explain the meaning of the words: a line, a wholesaler, a retailer.
What does a buyer do if he wants to see how his goods will sell before placing a firm order?
Why does the supplier have to know the customer well?
How will you close a letter of enquiry?
Replying to Letters of Enquiry
Always start with mentioning your prospective customer's name.
Thank the writer for his enquiry.
Mention the date of his letter and quote any other references that appear.
Let the writer know as soon as possible if you have the product or can provide the service he is enquiring about.
Encourage or persuade your prospective customer to do business with you.
Mention one or two selling points of your product, including perhaps any guarantees you offer.
If you do not have what the enquirer has asked for but have an alternative offer it to him.
It is possible, of course, that you may not be able to handle the order. If this is so, tell the customer about it and if possible refer him elsewhere.
Make sure that you enclose current catalogues and price-lists if you are sending them. And if the prices are subject to change1 then let your customer know. If you are sending samples let your customer know that they will follow the letter immediately by separate post. Certain products, e.g. heavy equipment machinery, installations may need demonstrating. In these cases the company might send a representative or adviser if the equipment is to be installed.
A reply to an initial enquiry is the impression your customer will have of you.
So a direct approach telling the customer what the product is, why Ы should buy it, how much it will cost and what concessions you are offering, will create an impression of an efficient company that can handle his order smoothly.
Always thank the customer for writing to you:
If you have not done so at the beginning of the letter you can do so at the end. You should also encourage further enquiries. If for some reason « other you cannot write a letter at once just acknowledge2 receipt of the enquiry and promise to get to the enquirer as soon as you can.
Questions:
How do you open a reply to an enquiry?
What does a prospective seller have to confirm in his reply?
Why is it advisable to mention one or two selling points of your product?
What will a prospective seller do if he doesn't have the product the en quirer wants?
Why does a seller have to send current catalogues and mention that the prices are subject to change?
When does a prospective seller send a representative to the enquirer?
Why is a reply to an initial enquiry important to a prospective seller?
How do you close a reply to an enquiry?
NOTES
1Subject to (после to be или как определение после существительно го):
подлежащий, могущий подлежать, зависящий от ч-л; подпа дающий под действие ч-л.
действительный, имеющий силу лишь в случае/при условии
to be subject to a discount
to be subject to the goods being unsold = to be subject to prior sale
to be subject to licence / market fluctuation
the figures are subject to error
prices are subject to change
the offer is subject to your confir mation
to buy subject to a 5% discount
to buy subject to inspection
to be subject to call
the goods will be sent subject to availability
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подлежать скидке
быть действительным, при усло вии, что товар не будет продан
зависеть от лицензии/ колебания цен на рынке
цифры могут содержать в себе ошибку
цены могут быть изменены
предложение действительно лишь в случае Вашего подтвер ждения
купить при условии предоставле ния 5% -ной скидки
купить в зависимости от резуль татов осмотра
подлежать возврату по первому требованию
товар будет отправлен при условии, что он есть на складе
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2to acknowledge receipt (of your letter) - подтвердить получение (только факт получения письма);
to confirm sth (telephone conversation, letter) - подтвердить (инфор мацию, содержащуюся в телефонном разговоре, письме).
VOCABULARY
enquiry (initial/first) for
to make an enquiry for
subsidiary
branch
to be interested in doing sth
to be interested to know/ hear/ see
to recommend sth to sb
the Chamber of Commerce (and Industry)
to impress sb
references (trade/bank)
(wide) range / assortment / representative selection
to display on the stand
at the exhibition/fair catalogue (current, latest)
price list (up-to-date)
list price
advertisement
to advertise, to promote
sample
pattern
specimen
showroom
representative
to represent sb
to state prices and condition
to quote prices/conditions
concession
to persuade to do sth
to deal on a discount basis
discount on/off (the price)
trade discount
quantity discount
cash discount
wholesaler
retailer
to place an order for sth with sb
to handle an order (smoothly)
order (first/initial/trial)
firm order
substantial order
on a consignment basis
prompt reply
counter-offer
to encourage demand
prospective customer
to do business with sb
selling points (of the goods)
(to send) by separate post / under separate cover
to install equipment
to create an impression of an efficient company
to look forward to sth / to doing sth
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запрос (первоначальный) на что-л. запрашивать о чем-л.
дочерняя фирма
филиал
интересоваться чем-л. (с герундием)
интересоваться чем-л. ( с инфини тивом указанных глаголов )
рекомендовать что-л. кому-л.
Торговая палата (Торгово-промыш ленная палата - ТПП)
произвести впечатление на кого-л. рекомендации (торговые/банков ские)
(широкий) ассортимент
выставлять на стенде
на выставке/ярмарке каталог (текущий, последний)
прейскурант (самый последний) прейскурантная цена
рекламное объявление
рекламировать
образец
образец материала, кожи, покрытий и т.п.
образец документа, подписи демонстрационный зал
представитель
представлять кого-л.
указать цены и условии
назначить цены и условия
уступка
убедить сделать что-л.
работать на основе скидок
скидка с (цены)
торговая скидка
скидка за количество
скидка за срочную оплату / оплату наличными (в течение 7-10 дней)
оптовый торговец
розничный торговец
разместить заказ на что-л. у кого-л.
выполнить /оформить/ заказ (без задержки)
заказ (первый/пробный)
твердый заказ
значительный заказ
на условиях консигнации
быстрый ответ
встречное предложение
стимулировать спрос
будущий / потенциальный покупа тель
торговать/вести дела с кем-л.
преимущества/сильные стороны (товара)
(отправить) отдельной почтой
установить оборудование
создать впечатление преуспеваю щей (эффективно работающей) компании
с нетерпением ждать чего-л.
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Ex. 1. Give English equivalents
1: запрос, дочерняя фирма, специализироваться на чём-л., быть за интересованным в чём-л., быть рекомендованным кем-л., ссылка, ассортимент, выставляться на стенде, каталог, прейскурант, рекламное объявление, разместить заказ, предоставить образцы, демонстрационный зал, указать цены и условия, уступки, торговые скидки, дополнительные скидки за количество, розничный торговец, оптовый торговец, твердый заказ, на условиях консигнации, торговые рекомендации, быстрый ответ.
2: поощрять спрос, убедить будущего покупателя вести дела с вами, сильные стороны/преимущества товара, текущий каталог и прейскурант; цены могут быть изменены; послать образцы отдельной почтой, тяжелое оборудование; послать представителя; установить оборудование; первоначальный запрос; создать впечатление преуспевающей (эффективно работающей) фирмы; выполнить заказ.
Ех. 2. Fill in the blanks with one of the following words, use the correct verb-form
1.
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to recommend
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9.
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firm order
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2.
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selling points
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10.
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on a consignment basis
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3.
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a prospective customer
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11.
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a quantity discount
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(2)
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12.
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up-to-date price lists
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4.
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the catalogue
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13.
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concession
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5.
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to be interested in
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14.
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substantial
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6.
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samples
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15.
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to encourage
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7.
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a 30% trade discount
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16.
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trade references
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8.
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wholesalers
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17.
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to be impressed by
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Our firm's associates informed us that you __________by the French Trade Association.
I would be grateful if you would point out in___________what items you__________.
We liked the range of your goods but to make a selection we need ___________.
We usually allow________to all_________.
Before placing a _______ we would like to know whether the goods will sell well, therefore we would prefer to deal ________.
As our company has never done any business with you before we would like to have __________ from your business associates.
We allow our clients ______________ if they order over 150 units.
In the enquiry ___________ asked for a catalogue and _____________.
We __________ the range of your garden tools displayed on your stand.
From your letter we understand that you expect a certain _____ if your place a ______ order.
If you want to do business with the buyer you should ______ your _______ ________by offering them discounts.
When a supplier replies to an enquiry he should mention the ______ of his product.
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