Enquiries and Replies
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The document outlines key aspects of business communication, particularly focusing on letters regarding enquiries, replies, and employee-related notifications. It emphasizes the importance of clear, polite requests for information, effective sales strategies in replies, and proper documentation in employment matters like termination and resignations. Additionally, it highlights the need for tactful communication to maintain good relationships and customer loyalty.
Enquiries and Replies
- 1. Enquiries and Replies Chapter 18
- 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 Chapter 18
- 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 Chapter 18
- 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. Chapter 18
- 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 Chapter 18
- 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 Chapter 18
- 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. Chapter 18
- 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 Chapter 18
- 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 Chapter 18
- 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 Chapter 18
- 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 Chapter 18
- 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. Chapter 18
- 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. Chapter 18
- 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 Chapter 18
- 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. Chapter 18
- 16. Show the seller that he has an advantage, such as publicity or increased sales. Chapter 18
- 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 Chapter 18
- 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 Chapter 18
- 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. Chapter 18
- 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 Chapter 17
- 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 Chapter 17
- 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. Chapter 17
- 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 Chapter 17
- 24. Termination service may be involuntary like lay-off/discharge or voluntary like resignation/retirement Chapter 17
- 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 Chapter 17
- 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 Chapter 17
- 27. If an organization finally decides to lay-off employees, all rules, procedures and contract obligations are strictly followed. Chapter 17
- 28. Each lay-off may be considered separately on the basis of the employee's seniority, contract terms, transitional support needs, etc. Chapter 17
- 29. It may offer to write testimonials, recommendations, or give other assistance in the employee's efforts to find another position. Chapter 17
- 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 Chapter 17
- 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 Chapter 17
- 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 Chapter 17
- 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 Chapter 17
- 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 Chapter 17