1. Inquiry Letter
Writing Plan
1) State clearly and concisely what you want to say—general
information, catalogue, price list, sample question etc.
2) If there is a limit to the price at which you are prepared to buy, do not
mention this otherwise the supplier may raise the quotation to the
limit you mentioned.
3) Most suppliers state their terms of payment when replying, therefore
there is no need for you to ask for them unless you are speaking for
the special rates.
4) Keep your inquiry brief and concise.
Sample Inquiry Letter
Request for Samples.
Dear Sir,
We have received a number of inquiries for false ceiling for the our new
building.
It would be helpful if you could send us samples showing your range of
suitable ceilings and if one is available, a pattern-card of the designs in
which they are supplied.
Yours faithfully,
Enumerated Inquiry
Dear Sir,
Our firm expects to move its business offices into the new quarters with
entirely new equipment. In the Accounts department thirty new
computers are to be installed.
In the reference to your advertisement of Pentium systems in the Daily
News dated 24, 2009, I would like you to answer the following questions:

2. 1) How o you r computers stand wear and tear?
2) Do they produce better results?
3) Does your company give the uniform services in the ways of repairs
and replacement?
4) Is there any guarantee for the equipment?
5) Will you be able to install the computers at our premises?
6)
Your will be very valuable in helping me to make a good selection. I shall
greatly appreciate your immediate reply.
Yours truly,
Responding to the Inquiries.
Reply to the request for samples.
Dear Mr….
Thank you for your enquiry for samples and a pattern-card of our false
ceiling fittings.
We have sent to you today by rail a range of samples specially selected for
their hard-wearing qualities but regret that we have no pattern card to send
You. For the purpose you mentioned, we recommend a42356, which is
specially recommended for the departmental stores.
We encourage you to test the samples provided. Once you have tested and if
you feel it would help your intended purpose, we will arrange for our
technical representative to call you for an appointment. In the meantime, our
price list is enclosed which also shows details of our conditions and terms of
trading. We hope these will be of use when you wish to place an order.
Yours truly,
Reply to the Inquiry letter.
Respected Sir,

3. Thank you for inquiring about our products. In answer to your inquiry of
--------- about computers, we are glad to give the benefit of our experience.
Enclosed you will find an illustrated catalogue which lists all the types of
computers available with us. However, we recommend the use of model
2453. Its main distinguishing features include:
1) It is easily handled and cleaned.
2) All parts have a guarantee of two years.
3) After sales services are available at competitive rates.
4) The company allows a good rate on old machines turned in.
5) It is greatly resistant to office wear and tear.
6) It is the most popular machine used in businesses all over the world.
If you have further inquires, please feel free to contact us. We shall be
glad to assist you.
Sincerely yours,
ACKNOELEDGEING AN ORDER LETTER
Dear Sir,
Thank you for the order of-------. It is a pleasure to have you on our list
of customers. I assure you that your instructions are being followed most
carefully.
Enclosed is a memorandum bill which shows the amount due. You shall
receive the goods before the date specified. We hope that our business
relation will grow ever more prosperous. If you have further inquiries,
please feel free to contact us. We shall be glad to assist you.
Yours truly,
DECLINING ORDER DUE TO NON-AVAILABLITY OF STOCK
Dear sir,
Thank you for your order of-------- for the computer systems. For
sometimes we have been receiving orders which are far in excess of our

4. output and even with our suppliers working night and day , we have not
been able to fill some of our old customer’s orders till now.
We regret this condition very much, which makes it impossible for us to
accept you order. It would be unfair to accept your order even if we
wished, because we cannot meet the delivery obligation.
Yours truly,
Complaints and Claim letters
Making a Complaint
When you have a genuine complaint you will feel angry, but you must
show restraint in your letter, if only because the supplier may not be to
blamed. Following points now need to be considered:
1) Do not delay, as this will weaken your position and the supplier may
have difficulty in investigating the cause.
2) Do not assume that the supplier is automatically to be blamed; there
may be a perfectly good defense.
3) Confine your complaint to a statement of facts, followed by either an
enquiry as to what the supplier proposed to do about it, or a
suggestion of how the matter can be rectified.
4) Avoid rudeness; this would create ill-feeling and cause the supplier to
be unwilling to resolve matters.
Dealing with a complaint
Most suppliers naturally wish to hear if customers have caused to
compliant. It also provides an opportunity to investigate, to explain, and
to put things right. In this way goodwill may be preserved. Receiving
such complaints may also suggest ways in which the supplier’s products
or services could be improved.
When dealing with dissatisfied customers, remember the following rules:
1) It is often said that the customer is always right. This may not always
be the case, but it is sound practice to assume that he may be right.
2) Acknowledge a complaint promptly. If you are unable to reply fully,
explain that it is being investigated and a full reply will be sent latter.
3) If the complaint is unreasonable, point this out politely and in a way
that will not offend.

5. 4) If you are to blame, admit it readily, express regret and promise to put
the matter right.
5) Never blame any of your staff, in the end, you are responsible for their
actions.
6) Thank the customer for informing you about the matter.
Writing Plan
The following basic principles should be used in writing letters of
compliant:
1) Explain carefully and tactfully what is wrong.
2) Include any details necessary to identify your claims, dates, catalogue
numbers, and styles, order no etc.
3) Indicate the loss or inconvenience you have suffered, but do not
exaggerate.
4) Explain in general, what you believe the company should do about
your claim but do not be unreasonable.
5) Avoid negative acquisitions or threats.
Useful openings and closings for complaint letters
Openings
1) The goods we ordered from you on------- have not yet been delivered.
2) Delivery of the goods ordered on-------- is now considerably overdue.
3) We regret having to report that we have not yet received that the
goods ordered on------
4) We regret to report that one of the cases of your consignment was
badly damaged when delivered on------------
5) When we examined the goods dispatched by you on------- we found
that-------
6) We have received a number of complaints from several customers---
Supplied by you on------------
Closings
1) Please look into this matter at once and let us know the reason for this
delay.
2) We hope to hear from you soon that the goods will be sent
immediately.
3) We feel there must be some explanation for this delay and await your
prompt reply.

6. 4) We hope to learn that you are prepared to make some allowance in the
circumstances.
Claim letter regarding defective goods.
Dear Sir,
We remained satisfied, till October 23, 2010 with the working of the
twelve 4876-DX4 PCs; you supplied us against our order no 45326, dated
July 23, 2009 with one year warranty. However, we are sorry to state that
quite contrary to their previous performance and reputation the memory
of two of them has started diminishing and the mouse of another has
stopped functioning. We are sure that these problems developed not due
to malfunction on the part of our operators but due to some internal fault.
We expect that you shall immediately arrange replacements of all the
three defective PCs and send your experts to examine the rest of the
computers to prevent any further damage.
Yours truly,
Complaint concerning damaged goods
Dear Sir,
We ordered 36 compact discs on 3rd January, 2010 and they were
delivered yesterday. Unfortunately, I regret that 8 of them were badly
scratched.
The package containing these goods appeared to be in a perfect condition
and I accepted and signed for it without question. It was on unpacking the
compact discs when the damage was discovered, and I can only assume
that this was due to careless handling at some stage prior to packing.
I am enclosing a list of damaged goods and shall be glad if you will
replace them. They have been kept aside in case you need them to
support a claim on your supplier’s compensation.
Yours truly,
--------------------------------------------------------------------------------------

7. Adjustment Letter
Useful openings and closings
Replies to complaints
Openings
1) We are concerned to learn from your letter------ that the goods sent
under your order no---- did not reach you until------
2) We are sorry that you have experienced delays in the delivery of------
3) We note with regret that you are not satisfied with the goods supplied
to your order of ========
4) Thank you for your letter of----- which has given us the opportunity to
rectify the most unfortunate mistake.
5) We wish to apologize for the unfortunate mistake pointed out in your
letter of------
Closings
1) We assure you that we are doing all we can to speed delivery and
offer our apologies for the inconvenience this delay is causing you.
2) We hope you will be satisfied with the arrangements we have made,
and apologies for the inconvenience caused.
3) We trust these arrangements will be satisfactory and looked forward
to receiving your future orders.
4) We regret the inconvenience it has been caused in this matter.
5) We apologize once again for the unfortunate mistake and can assure
you that a similar incident will not occur again.
===================================================
Adjustment positive response
Dear sir,
Thank you for your letter of June 10, in which you appraised us of a
possible discrepancy regarding order 123/ Df of computer supplies.
We express our concern and apologize for the inconvenience it may have
caused you. We have made an immediate change as per your instructions.
You should receive the correct items within a day or two.

8. Thank you for bringing this matter to our attention. We shall try to
strengthen the areas in which we fall below our high operational
standards.
Yours truly,
Refusing Adjustments
Most companies willingly grant reasonable adjustments requests since
favorable adjustments help their reputations. However, in cases where the
customer has misused the product or is mistaken about the company
procedures or services you must write a refusal. A refusal calls for
delicate balance. On one hand, you must clearly explain why you cannot
grant the adjustment. On the other, you must say that the reader is
mistaken.
To maintain this balance:
1) Keep your tone friendly.
2) Use the passive voice to avoid acquisitions.
3) Subordinate negative details so that you don’t offend the reader
Dear Sir,
Thank you for your letter of June 10, in which you informed us of a
possible discrepancy regarding the order 125/Gf of computer supplies.
An extensive of our records indicates that no mistakes were made and
that the items dispatched are correct as stated,. Moreover, our reports
suggest that the defect may have developed due to reckless handling.
Therefore, we regret that the replacement under such conditions is not
possible. In adjustment, If you discover additional information about the
situation please feel free to contact us. We shall be obliged to serve you.
Sincerely yours,
ORDERS AND ACKNOWLEDGEMENTS
ORDER LETTERS

9. WRITING PLAN
1) Begin directly with definite action verbs, such as please send or please
ship us rater than indefinite phrase such as I am interested in or I am
looking for….
2) Describe the items accurately following these categories:
a) Quantity desired
b) Product or catalogue number
c) Product name or description
d) Size and colour if applicable
e) Unit price
f) Total price
3) State your method of payment. When using a credit card including the
number and expiry date.
4) State how you want the merchandise shipped
5) Give the shipping address if it is different from the inside address.
6) Indicate the date you need the product if applicable.
ORDER LETTER
Dear Sir,
We are greatly obliged for the quotations of----- for the supply of computer
systems. We find your terms and conditions satisfactory and will appreciate
if you send us the following by train:
NO QTY Description Model no Rate/ Rs Total Rs
1 20 Super speed MC413 45,000 900,000
2 5 Pioneer 124 25,000 125,000
3 5 Compaq Electra DC 451 10,000 50,000
Please pack the consignment in strong wooden cases with adequate
protection for shipping. Make sure that the consignment reaches us before
-------------. The docking receipt may be sent through our bank The National

10. Bank------ The payment will be made through our bank after the goods have
been received intact.
Sincerely yours,