The most common business letter is buyer’s enquiries of goods and services and sellers ‘ replies giving information and quotation. While replying to enquiries, one must tell the potential customer what he wants to know and something more. You should present the facts to show how the customer benefits from buying the product/service. You must also depict the advantage of the product. For more such innovative content on management studies, join WeSchool PGDM-DLP Program: http://bit.ly/ZEcPAc

1. Enquiries
and
Replies
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2. The most common letters in business
are buyer’s enquiries about goods and
services and sellers’ replies giving
information and quotations
It is used so that they have a document and a
record for reference
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3. To ask for information, you can directly begin
with a question or request or an indication of
the need. A series of direct questions may
follow the opening paragraph. The letter may
end with a friendly comment. It is more
effective to end a letter with more business-like
sentence
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4. Points included in this letter are:
•Courteous request for information, giving its
purpose
•Statement of what is wanted (a list of questions)
•Request that the information may be given by a
certain date and/or indication of business to follow.
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5. Your reply must do a sales job. Tell the potential
customer what he wants to know, and something
more. You need persuasive skill and good
judgment in giving information. Present the facts
so as to show the customer the benefits of buying
the product/service. You must show the advantage
of the product
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6. Asking help or advice from business
acquaintances:
You may ask business acquaintances for
information. I the information is likely to be
confidential, you must be tactful; offer to
help in other matters, whenever possible;
address the enquiry to an individual rather
than to a company
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7. A tactless refusal creates ill will; convey the negative
message carefully. Courteously explain why the
information cannot be given, and suggest some other
source of information. Write a helpful tone. The
points to be considered are: Appreciation of interest
shown by inquirer; apology and reason for inability to
give information; suggestion of other sources of
information, if possible.
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8. Mention all details of your
requirements when asking for a
quotations; if it is for a service, ask
for a representative to visit you to
discuss the details. If it is for a
machine, ask for a demonstration to
be arranged
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9. Points to be kept in mind are:
Polite request for quotation; details of
requirements with quality and quantity of
goods; place and time of delivery of goods
required, carriage paid or carriage forward;
any special request about mode of delivery
or packing. Suggestion that the volume of
business will be large if the quotation is
favorable
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10. Usual quotation is given when market conditions
are normal whereas an exceptional quotation is
given in case of a large order. A tabulated
quotation may be enclosed with a letter. The points
to be considered are: thanks for enquiry; statement
of prices and terms; attempt to win the customer
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11. A firm offer is a quotation which is firm for
acceptance by the receiver within a stated limited
time. It’s a promise to sell the state quantity at the
quoted piece provided the order is received within
given time, usually 3 to 7 days. It is a moral
obligation but not a legal obligation
It is made when the price of a product is expected
to rise or when the price is fluctuating, and quoting
a definite price is difficult. It builds goodwill with
important customers
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12. The substitute you offer must satisfy the
purpose and need of the customer. It must
be the nearest in quality and price; if it
differs explain why. A substitute must be
offered with confidence
Just offering a substitute without explanation may give rise to
mistrust.
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13. Write a tactful letter saying that the
market is uncertain and you can
quote only for a definite contract, or
make a firm offer for a very short
period.
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14. If your order is likely to be large, you can point this out to
persuade the seller to give better terms. The requests
should be specific. Points to be considered are: expression
of thanks for the quotation; Specific request for more
favorable terms and attempt to show that the supplier will
benefit if he gives the requested terms; suggestion that
large/frequent orders will be placed if the request is
granted
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15. Agreeing too readily to reduce your price may
give the impression that the originally offered
terms were not fair, or the sales are so poor that
you are eager to get an order at any price. A
request or a favor should be granted with dignity.
A grudging or condescending tone will be
resented by the customer.
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16. Show the seller that he has an
advantage, such as publicity or
increased sales.
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17. Granting a request: This is a pleasant message;
grant a favor cheerfully, without grudging. You may
of course express expectation of benefit by
granting the favor. Refusing a request: A refusal
must be conveyed tactfully so that chances of
future business with the customer are not
damaged. Customers can be persuaded to
understand why the request cannot be granted.
Take pains tom explain
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18. It is expensive to win new customers than to keep the old
ones. The commonest reason for loss of customers is that
the supplier makes nom effort to retain them and so they
drift away to competitors. A timely letter to a drifting
customer can save a loss. A short letter should suffice;
sending the latest catalogue, or samples of the at least
designs/products may make an indifferent customer feel
that he is remembered by you
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19. Address the letter to a specific person by name and include
these points:
i) Statement that the customer’s communication has
been missed for some time
ii) Tactful enquiry about why she/he has been silent
iii) Information about new product/service or special
offer
iv) Request for order; assurance that satisfaction will be
ensured.
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20. Letters given by the employer to the employee are legal
documents. Date of appointment, of taking charge of the post, of
confirmation, promotion, resignation, termination of service, etc.
are an important deciding factor in computing the amount due
to the employee when the appointment comes to an end. It is
advisable not to sign the acceptance of any letter until the
details of the appointment letter are examined and found
satisfactory
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21. An appointment letter must contain:
i) Name of the post
ii) Scale of pay and rate of increment
iii) Basic salary to be given to the particular person
iv) Allowances applicable
v) Date on which the person is expected to take charge of the post.
vi) Provident fund, or pension and gratuity benefits applicable to the
post
vii) Period of probation
viii) Period of termination notice
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22. A warning memo is given in confidence to an
employee whose work is unsatisfactory or who
violates rules and regulations, or behaves in an
undisciplined manner. The letter must refer to
records or registers such as the attendance
register, leave register, or the actual work done by
the employee to indicate that there is
documentary evidence of fault.
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23. A written memo is never issued without
previous oral warning.
Its not a threat or dismissal from service; it
states firmly that better work/behavior is
expected, and that unless there is
improvement increments or promotion may
be withheld
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24. Termination service may be
involuntary like lay-off/discharge
or voluntary like
resignation/retirement
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25. The decision of lay-off is
taken only after careful
analysis of alternatives, like
retraining, and transfer
options
It is done owing to a loss of business, restructuring or
recognition or other business requirement
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26. The decision of lay-off is
taken only after careful
analysis of alternatives, like
retraining, and transfer
options
It is done owing to a loss of business, restructuring or
recognition or other business requirement
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27. If an organization finally
decides to lay-off employees,
all rules, procedures and
contract obligations are strictly
followed.
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28. Each lay-off may be considered
separately on the basis of the
employee's seniority, contract
terms, transitional support needs,
etc.
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29. It may offer to write
testimonials,
recommendations, or give
other assistance in the
employee's efforts to find
another position.
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30. It includes date of relieving, name
of the post held, reason of
termination, and information about
payment dues. An expression of
regret, and appreciation of services
is necessary
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31. Proper documentation is essential to ensure
that the dismissal is legally tenable. A
confirmed employee's service can be
terminated only after inefficiency, negligence or
malpractice is definitely proved.
A charge-sheet, followed by an inquiry is the required procedure
before terminating a confirmed employee
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32. The body of the letter has 4 parts:
• Identify the letter as a termination notification and
give the reason of issuing the letter
• Summary of facts supporting the disciplinary action
• Notification that the letter will be placed in the
employee's personnel file
• Notice of right to appeal the dismissal
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33. Resignation/retirement: The letter of
resignation indicating the last day of work is
usually to be submitted to the immediate
supervisor and a copy is forwarded to the
HR department. An exit interview is
scheduled when a resignation letter is
received
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34. When the employee leaves, a
relieving letter is given to the
employee. Acceptance of
resignation includes an expression
of appreciation of contribution and
good wishes for the future
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