Orders and Replies Chapter 19 ppt
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Chapter 19 discusses the importance of order letters in business, detailing the essential components such as product specifications, packing instructions, delivery details, payment terms, and types of orders. It emphasizes maintaining good relationships through order acknowledgments and follow-up letters, addressing changes, delays, or corrections as necessary. The chapter also highlights the significance of trial orders and after-sales communication to ensure customer satisfaction and encourage future business.
Orders and Replies Chapter 19 ppt
- 1. Orders and Replies Chapter 19
- 2. Letters related to ordering of goods are central to a Company’s business. Order letters are routine letters and their effectiveness depends on the accuracy of the details. Most of the contents of an order can be tabulated Chapter 19
- 3. Product specifications and quantity: include all specifications of products such as size, color, catalogue number, model number, unit price. Mention the correct quantity required Chapter 19
- 4. The types of packing should be specified in the order. Packing goods suitably for transport is the responsibility of the supplier; buyer’s instructions are needed only if the goods are to be specially packed. Chapter 19
- 5. Give the full address of the place where the goods are to be delivered, the time by which the goods should be delivered; mention the mode of transport only if the delivery is to be made carriage forward Chapter 19
- 6. Mention the agreed prices and terms and refer to: (a) discount or concession given (b) mode of payment of the bill Chapter 19
- 7. 3 groups of orders are: i) First or trial order ii) Repeat order iii)Routine order. Chapter 19
- 8. Points to be included in order are: •Reference to previous communication •Details of required goods and other instructions •Goodwill message Chapter 19
- 9. Printed forms are used for placing orders. Sellers prepare the forms with columns required. A set of forms is sent with a quotation to encourage a potential customer to place an order. A covering letter is sent with it Chapter 19
- 10. A trial order is placed to check the efficiency of the service, packing, delivery of goods in time, prompt receipts etc. The opening and the ending for each of these are different Chapter 19
- 11. The following situations lead to the first and trial order: 1. Seller’s samples and/or quotations are approved Open with a reference to the received quotation; End with the expectation that the trial order will be satisfactory and lead to regular business. Chapter 19
- 12. The following situations lead to the first and trial order: 2.A bargain has been concluded When the seller has agreed to a bargain, open the order letter with a reference to it. End with expectation of high standard of goods/services Chapter 19
- 13. The following situations lead to the first and trial order: 3. Buyer willing to try an offered substitute If you decide to try an offered substitute you may order a small lot. End by suggesting that more will be ordered only if the trial order proves satisfactory. Chapter 19
- 14. The following situations lead to the first and trial order: 4. Buyer intends to try a product in a new area A buyer may place a an order on his own initiative on seeing an advertisement if he feels that a certain product has a potential demand. The opening refers to this. End with the hope that a regular demand will be established Chapter 19
- 15. A customer may reserve the right to reject the goods if: i) they are not delivered within the specified time ii) they do not tally with the sample Chapter 19
- 16. Satisfied with goods bought on a trial may result in a repeat order. The letter opens with a reference to the first order and the continuing demand Chapter 19
- 17. The most important thing to convey in a routine order is the details of requirements. Prices and terms are fixed by custom. The letter opens with a courteous request for goods to be sent. Chapter 19
- 18. A buyer’s order is an offer to buy; when the seller confirms his acceptance of the order, it becomes binding on both parties. Always acknowledge an order as soon as it is received Acknowledgement is used to build and maintain good relationships with the customers Chapter 19
- 19. For routine orders a printed acknowledgment will suffice. Include the following points: i) Name and quantity of articles dispatched ii) Date of shipment and expected date of receipt iii) Mode of transport, and place of delivery iv) Mode of payment and reference to enclosed bill. Chapter 19
- 20. If the goods cannot be delivered at the expected time, contact the customer to negotiate a new date The purpose of the letter is to get the customer to agree to a later date of delivery Chapter 19
- 21. Points to be included are: i) Appreciation of the order and explanation of circumstances ii) Steps being taken to handle the situations and approximate date by which normal conditions will be restored iii) Apology for the inconvenience and request for confirmation or the order for delivery at a later date Chapter 19
- 22. Make a more definite attempt to win his confidence. Points to be included are: i) Appreciation for success of the trial order ii) Statement of terms etc. iii) Expectation that regular business will follow Chapter 19
- 23. This is largely goodwill letter, and not just a routine acknowledgement; address the letter by name. Chapter 19
- 24. Show appreciation of a customer who has come back, and also assure him that he will be happy with his decision to return. Chapter 19
- 25. Points to be included are: i) Expression of gratitude for the long- missed order ii) Statement of routine acknowledgment iii) Assurance of highly satisfactory service Chapter 19
- 26. It may be a correction on finding a mistake or a request for a change in the date or the place of delivery. Or you might have cancel an order Chapter 19
- 27. Points to be included are: i) Reference to order ii) Statement of change required, and the explanation of the reason iii) Offer to cooperate/adjust iv) Apology for the inconvenience caused Chapter 19
- 28. If the change requested can be made without much inconvenience or loss, inform him that it will be made. If it involves disturbances, request the customer to cooperate Chapter 19
- 29. The point to be included are: i) Agreement to make the change as requested ii) Explanation of problem, if any and how the customer can help iii) Statement of terms for purpose of acknowledgment. Chapter 19
- 30. The seller may ask for extension of time, or request the customer to accept the early delivery. Adjustments are a matter of goodwill and understanding between the seller and the buyer. Chapter 19
- 31. The customer has to make adjustments and may have to give instruction about delivery of goods in case of delay or early delivery etc Chapter 19
- 32. It is business courtesy and good business practice to contact a customer some time after he has bought a consumer durable product. An after sales letter after three or four weeks reinforces the contact and goodwill Chapter 19
- 33. It performs 3 functions: i) It checks that the customer is satisfied, if not, the seller has a chance to set matters right. ii) it reminds the customer about the after- sales service iii) it makes way for further business through the customer. Address the letter by name Chapter 19