Curs de Corespondenta Comerciala en

Commercial Correspondence
UNIT ONE
Structure and presentation
Layout
1
1 (sender's address, dates, inside address, order of addresses, style and
1 Forma de prezentare
1
punctuation of addresses, 'for the attention of, salutations, the body of the letter,
complimentary closes, signatures); layouts (letterheads, references, per pro, company
position, enclosures); layout 3 ('private and confidential', subject titles, copies);
addressing envelopes
1.1
Layout 1
!he letter sho"n belo" is from a private individual in #omania to a company in the
$% &t sho"s some of the features of a simple business letter
1.1.1
Sender's address
'
&n correspondence that does not have a printed letterhead
3
, the sender's address is
"ritten on the top right(hand side of the page
&n the $%, in contrast to the practice in some countries, it is not usual to "rite the
sender's name before the sender's address
1.1.2
Date
!he date is "ritten belo" the sender's address, sometimes separated from it by a
space &n the case of correspondence "ith a printed letterhead, it is also usually
"ritten on the right(hand side of the page)
!he month in the date should not be "ritten in figures as they can be confusing; for
e)ample, 111*3 means 11th +anuary 1**3 in the $% but 1st ,ovember 1**3 in the
$-. ,or should you abbreviate the month, eg ,ov for ,ovember, as it simply
loo/s untidy &t ta/es a moment to "rite a date in full, but it can ta/e a lot longer to
find a misfiled letter "hich "as put in the "rong file because the date "as confusing
2 .dresa e)peditorului
3 antet
2
0lopilor 1
-ebes, .lba
#omania
12 -eptember '332
-oundsonic 4td
5ar"ic/ 6ouse,
5ar"ic/ -treet,
Forest 6ill,
4ondon -7'3 1+F
$,&!78 %&,98:;
For the attention of the -ales ;anager
8ear -ir or ;adam,
0lease "ould you send me details of your <uadrophonic sound systems "hich "ere
advertised in the .pril edition of -ound ;onthly=
& am particularly interested in the :mega range of e<uipment that you specialize in
>ours faithfully,
B. Maier (Mr.)
? ;aier
-ender@s address
8ate
&nside address
(#eceiver@s address)
.ttention line
-alutation
?ody of the letter
3
Aomplimentary close
-ignature
;any firms leave out the abbreviation 'th' after the date, eg '1 :ctober instead of
'1th :ctober :ther firms transpose the date and the month, eg :ctober '1 instead
of '1 :ctober !hese are matters of preference, but "hichever you choose you should
be consistent throughout your correspondence
1.1.3
Inside or recei!er's" address
th
!his is "ritten belo" the sender's address and on the opposite side of the page
1 Surname known
&f you /no" the surname of the person you are "riting to, you "rite this on the first
line of the address, preceded by a courtesy title and either the person's initial(s) or
hisBher first given name, eg ;r +7 -mith or ;r +ohn -mith, not ;r -mith
Aourtesy titles used in addresses are as follo"sC
Mr ("ith or "ithout a full stop; pronounced B'mistsB; the unabbreviated form mister
should not be used) is the usual courtesy title for a man
Mrs ("ith or "ithout a full stop; pronounced B'misizB; no unabbreviated form) is used
for a married "oman
Miss (pronounced BmisB; not an abbreviation) is used for an unmarried "oman
Ms ("ith or "ithout a full stop; pronounced BmizB or BmazB; no unabbreviated form) is
used for both married and unmarried "omen ;any "omen no" prefer to be
addressed by this title, and it is a useful form of address "hen you are not sure
"hether the "oman you are "riting to is married or not
;essrs ("ith or "ithout a full stop; pronounced B'mesazB; abbreviation for ;essieurs,
"hich is never used) is used occasionally for t"o or more men (;essrs 0 +ones and
?4 0ar/er) but more commonly forms part of the name of a firm (;essrs Aollier D
Aler/e D Ao)
-pecial titles "hich should be included in addresses are many !hey include academic
or medical titlesC 8octor (8r), 0rofessor(0rof); military titlesC Aaptain (Aapt), ;ajor
(;aB), Aolonel (Aol), 9eneral (9en); aristocratic titleC -ir ("hich means that he is a
%night; not to be confused "ith the salutation 8ear -ir and al"ays follo"ed by a
given name (-ir +ohn ?ro"n, not -ir + ?ro"n or -ir ?ro"n), 8ame, 4ord, ?aroness,
th .dresa destinatarului
4
etc
7s< ("ith or "ithout full stop; abbreviation for 7s<uire and pronounced Bes'/"aiaB) is
seldom used no" &f used, it can only be used instead of ;r and is placed after the
name 8on't use 7s< and ;r at the same timeC ?ruce 6ill 7s<, not ;r ?ruce 6ill 7s<
.ll these courtesy titles and special titles, e)cept 7s<, are also used in salutations
2 Title known
&f you do not /no" the name of the person you are "riting to, you may /no" or be
able to assume hisBher title or position in the company, (eg !he -ales ;anager, !he
Finance 8irector), in "hich case you can use it in the address
3 Department known
.lternatively you can address your letter to a particular department of the company
(eg The Sales Department, The Accounts Department)
4 Company only
Finally, if you /no" nothing about the company and do not "ant to ma/e any
assumptions about the person or department your letter should go to, you can simply
address it to the company itself (eg Soundsonic Ltd, Messrs Collier !C"erke!Co)
1.1.#
Order o$ inside addresses
.fter the name of the person andBor company receiving the letter, the order and style
of addresses in the $%, as recommended and used in this boo/, is as follo"sC
,ame of house or building
,umber of building and name of street, road, avenue, etc
,ame of to"n or city and postcode
,ame of country
#ndustrial $ouse
34%41 Crai& 'oad
(olton (L4 )T*
+,#T-D .#,/D0M
-ome 7uropean addresses may place the numbers of the building after the name of
the street &t is also common to substitute the name of the country "ith an initial
before the district code number 4oo/ at the t"o e)amples belo"C
*acolta di Medicina
1ia /entile 1)2
1%23133 (ari
Lehrstul 4ur (odenkunde
Amalienstrasse
D%)333
Munchen 43
(>ou are advised to follo" the above order and style, even though variations are
possibleC for e)ample, the name of the county, eg 4ancashire, may, if /no"n, be
5
"ritten on the line belo" the name of the to"n or city; the postcode may be "ritten
on a separate line; the name of the to"n, as "ell as the country, may be in capital
letters)
1.1.%
Style and punctuation o$ addresses
?oth the addresses may be 'bloc/ed' (ie each line is vertically aligned "ith the one
above) as in the letter at 11, or 'indented', as belo"C
(red&ade51
D. 1263,
Copenha&en .,
D-,MA'.
!here are no rules stating that one style or the other must be used, though bloc/ing, at
least in addresses, is more common &n any case you must be consistent, ie do not
bloc/ the sender's address and then indent the inside address
&f punctuation is used, each line of the address is follo"ed by a comma, e)cept the
last line, as in the letter at 11 ?ut the majority of firms no" use open punctuation,
ie "ithout any commas
6
1.1.&
'or t(e attention o$
.n alternative to including the recipient's name or position in the address is to use an
'attention line' as hereC
&nternational &ndustries 4td
1(2 9reenfield #oad
4iverpool 4'' :04
For the attention of the 0roduction ;anager
8ear -ir,
1.1.)
Salutations
Dear Sir opens a letter "ritten to a man "hose name you do not /no"
Dear Sirs is used to address a company
Dear Madam is used to address a "oman, "hether single or married, "hose name
you do not /no"
Dear Sir or Madam is used to address a person of "hom you /no" neither the name
nor the se) ,otice that ;rE ;aier in the letter at 11 uses this form; she does not
assume that the -ales ;anager of -oundsonic must be a man
5hen you do /no" the name of the person you are "riting to, the salutation ta/es the
form of 8ear follo"ed by a courtesy title and the person's surname &nitials or first
names are not generally used in salutationsC Dear Mr Smith, not Dear Mr 7 Smith or
Dear Mr 7ohn Smith
!he comma after the salutation is optional (Dear Sir, or Dear Sir)
,ote that in the $-. a letter to a company usually opens "ith /entlemen, follo"ed
by a colon, not "ith Dear Sirs
1.1.*
T(e +ody o$ t(e letter
!his may be indented, as in the letter at 11, or bloc/ed, as in the letter at 1' &t is a
matter of choice 5hichever style you use, you must be consistent and use that style
all through the letter
&t is usual to leave a line space bet"een paragraphs in the body of the letter; if the
bloc/ed style is used, this is essential
7
1.1.,
Complimentary closes
&f the letter begins Dear Sir, Dear Sirs, Dear Madam or Dear Sir or Madam, it "ill
close "ith 8ours 4aith4ully
&f the letter begins "ith a personal name ( Dear Mr 7ames, Dear Mrs 'o9inson, Dear
Ms 7asmin ( it "ill close "ith 8ours sincerely
.void closing "ith old(fashioned phrases such as :e remain yours 4aith4ully,
'espect4ully yours, etc
!he comma after the complimentary close is optional (8ours 4aith4ully, or, 8ours
4aith4ully)
,ote that .mericans tend to close even formal letters "ith 8ours truly or Truly yours,
"hich is unusual in the $% in commercial correspondence ?ut a letter to a friend or
ac<uaintance may end "ith 8ours truly or the casual (est wishes
!he position of the complimentary close ( on the left, right or in the centre of the page
( is a matter of choice &t depends on the style of the letter (bloc/ed letters tend to put
the close on the left, indented letters tend to put them in the centre) and on your firm's
preference
1.1.1-
Si.natures
.l"ays type your name after your hand"ritten signature and your position in the firm
after your typed signature !his is /no"n as the signature bloc/ 7ven though you
may thin/ your signature is easy to read, letters such as 'a', 'e', 'o', 'r', and F can easily
be confused
&t is, to some e)tent, a matter of choice "hether you sign "ith your initial(s) (8
+en/ins) or your given name (8avid +en/ins), and "hether you include a courtesy
title (;r, ;rs, ;iss, ;s) in your signature bloc/ ?ut if you give neither your given
name nor your title, your correspondent "ill not be able to identify your se) and may
give you the "rong title "hen heBshe replies &t is safer, therefore, to sign "ith your
given name, and safest of all to include your title
&ncluding titles in signatures is, in fact, more common among "omen than among
men, partly because many "omen li/e to ma/e it clear either that they are married
(;rs) or unmarried (;iss) or that their marital status is not relevant (;s), and partly
because there is still a tendency to believe that important positions in a company can
only be held by men &t "ould do no harm for men to start including their titles in
their signatures
&n the letter at 11, ;r ;aier gives his title in his hand"ritten signature &t is also
possible to include the title in the type"ritten signature, usually in brac/ets, as in
these t"o e)amplesC
Yours faithfully,
teoPopescu
8
(Ms) T. Popescu
Yours sicerely,
JHowatt
!. "o#att (Mr)
1.2
Layout 2
6ere is the firm's reply to the letter from the prospective customer in 8enmar/ &t
sho"s some further features of a normal business letter, and uses the /ind of layout
(bloc/ed, open punctuation, etc) "hich this boo/ regards as standard
$%&'($%')* +t,.
-ar#ic. "ouse, -ar#ic. $treet, /orest "ill, +o,o $023 1!/
*hair1a !oh /ra.s %.2.0. (irectors $.2. 3lie M.$c., '. )4ot, 5. +iches 2.3.
Telephoe 6781 )5661861 /a89 (781)566 1385 Tele8981:713
>our refC 11 -eptember '332
:ur refC 8-B;#
8ateC 1Gth -eptember '332
;r ? ;aier
0lopilor 1
-ebes, .lba
#omania
8ear ;r ;aier,
!han/ you very much for your en<uiry "hich "e received today
& am enclosing our catalogue and price(list for the e<uipment you said you "ere interested in
1 "ould li/e to dra" your attention to pages -&(32 in the catalogue "here you "ill find full
details of the :mega range
5e "ould "elcome any further en<uiries you have, and loo/ for"ard to hearing from you
>ours sincerely,
Mary Raynor (Ms)
pp 8 -ampson
-ales ;anager
7nc
:
4etterhead
#eferences
0er pro
Aompany position
7nclosure
1.2.1
Letter(eads
!he printed letterhead of a company gives a great deal of information about it
1 Type o4 company
!he abbreviation 4td after the company's name tells you that the company has
limited liability, "hich means that the individuals "ho o"n the company, or part of it,
ie the shareholders, are only responsible for their holding (the capital they have
contributed) and no more than that if the company goes ban/rupt &t is a "arning to
people giving the company credit that in ban/ruptcy they can only get "hat the
company o"ns, not the personal possessions of its shareholders !he abbreviation
04A (0ublic 4imited Aompany) is used to sho" that the company's shares can be
17
bought by the public; 4td continues to be used for private limited companies "hose
shares are not available &n the $-. the term &ncorporated (&nc) is used
SOUNDSONIC Ltd.
SP Wholesalers PLC
Hartley-Mason Inc.
!he abbreviation D Ao tells you that the company is D partnership bet"een t"o or
more people &f it is a family concern, the "ord -on, -ons, ?ros (?rothers) or, very
occasionally, 8aughter(s) may be added 0artnerships may have limited liability or
unlimited liability
F. Lynch & Co. Ltd.
/. 0u.(es 1 Son Ltd.
&f neither 4td nor D Ao appear after the company's name, then it may be a sole
trader, a single person doing business in his o"n name and on his o"n account
&f the company is a joint stoc/ company, the names of the directors "ill appear on the
letterhead
2 (oard o4 Directors
!he name of the Ahairman (or, in the $-., the 0resident), "ho runs the concern, may
be given, as "ell as the names of the 8irectors, "ho decide the overall policy of the
firm !he ;anaging 8irector (in the $-., Ahief 7)ecutive), "ho ta/es an active role
in the day(today running of the company, may be mentioned if he is different from the
Ahairman
3 Addresses
&n addition to the address of the office from "hich the letter is being sent, the
letterhead may also give the address of the head office or registered office if different
and the address of any branches or other offices the company o"ns (see the letter at
333)
!elephone, tele), fa) numbers, and a cable (telegram) address may also be given
4 'e&istered num9er
!his usually appears in small print, sometimes "ith the country or city in "hich the
company "as registered
!he F.! number (Falue .dded !a)) may also be given -ee the letter at 33'
1.2.2
/e$erences
#eferences are <uoted to indicate "hat the letter refers to (8our 'e4) and the
correspondence to refer to "hen replying (0ur 'e4)
#eferences may either appear in figures, eg HH1 B1G in "hich case HH1 may refer to
the chronological number of the letter and 1G to the number of the department, or, as
in the letter at 1', in letters, 8-B;#, in "hich case 8- stands for 8onald -ampson,
the "riter, and ;# for his secretary, ;ary #aynor
11
,ote that the '>our #ef' given in the letter at 1' is a date, as ? ;aier had not
mentioned any reference in the original letter
>ours faithfully,
(Mrs) Rosemary Phipps
pp + ;ane
;anaging 8irector
1.2.3
2er pro
!he term per pro (pp) is
sometimes used in
signatures and means for
and on behalf of
-ecretaries sometimes
use pp "hen signing
letters on behalf of their
bosses
>ours faithfully,
(;s) ! 4ovette
Ahief .ccountant
1.2.#
Company position
5hen signing on behalf of your company, it is useful to indicate your position in the
firm in the signature
7nc
?ill of lading (2 copies)
&nsurance certificate (1 copy)
Aertificate of origin (1 copy)
?ill of e)change (1 copy)
1.2.%
Enclosures
&f there are any enclosures, eg leaflets, prospectuses,
etc, "ith the letter, these may be mentioned in the body
of the letter ?ut many firms in any case "rite 7nc or
7nd at the bottom of the letter, and if there are a
number of documents, these are listed
1.3
Layouts
!he final letter in this section sho"s some further features of a business letter
12
$%&'($%')* +t,.
-ar#ic. "ouse, -ar#ic. $treet, /orest "ill, +o,o $023 1!/
*hair1a !oh /ra.s %.2.0. (irectors $.2. 3lie M.$c, '. )4ot, 5. +iches 2.3.
Telephoe (781)566 1861 /a8 (781; 566 1385 Tele8981:713
>our refC
:ur refC 8-B;#
;r ? ;aier
0lopilor 1
-ebes, .lba
#omania
0rivate and confidential
8ear ;r ;aier,
,on(payment of invoice 3''B1G
& am sorry to see that, despite several reminders, you have not yet paid the above(mentioned
invoice $nless, therefore, the account is cleared "ithin 11 days of the above date, & shall
have no alternative but to place the matter in the hands of our solicitors
>ours sincerely,
Mary Raynor (Ms)
pp 8 -ampson -ales manager
cc ;essrs 0oole D +ac/son 4td, -olicitors
0rivate and
confidential
-ubject title
13
Aopies
1.3.1
'2ri!ate and con$idential'
!his phrase may be "ritten at the head of a letter, and more importantly on the
envelope, in cases "here the letter is intended only for the eyes of the named
recipient
!here are many variations of the phrase ( 'Aonfidential', '-trictly Aonfidential' (but
little difference in meaning bet"een them
1.3.2
Su+3ect titles
-ome firms open their letters "ith a subject title !his provides a further reference,
saves introducing the subject in the first paragraph, immediately dra"s attention to
the topic of the letter, and allo"s the "riter to refer to it throughout the letter
&t is not necessary to begin the subject title "ith 'e; eg 'e; Application 4or post o4
typist
1.3.3
Copies
cc (I carbon copies) is "ritten, usually at the end of the letter, "hen copies are sent
to people other than the named recipient
-ometimes you "ill not "ant the named recipient to /no" that other people have
received copies &n this case, 9cc (I blind carbon copies) is "ritten on the copies
themselves, though not, of course, on the top copy
1.#
4ddressin. en!elopes
7nvelope addresses are "ritten in a similar "ay to inside addresses (see 113, 111,
112) but, for letters in or going to the $%, the postcode is usually "ritten on a line
by itself at the end of the address, and the name of both the to"n and the country are
"ritten in capital letters
;r 9 0enter
1* ;emorial #oad
:#0&,9!:,
%ent
?#H *$.
14
;essrs 5 ?ro"nlo" D Ao
H33 9rand -treet
4:,8:,
51,*$J
$,&!78 %&,98:;
1.%
2oints to remem+er
1 !he layout and presentation of your letter are important as they give the reader the
first impression of the firm's efficiency
' !here are t"o styles of letter, bloc/ed and indented ?oth are acceptable, but the
bloc/ed style "ill probably save time
3 5rite both addresses in as much detail as possible and in the correct order
1 ;a/e sure you use the recipient's correct title in the address and salutation &f in
doubt as to "hether a "oman is single or married, use ;s
2 8o not abbreviate dates
H Ahoose the correct salutation and complimentary close 5hen you begin "ith Dear
Sir or Dear Sirs or Dear Madam or Dear Sir or Madam, end "ith 8ours 4aith4ully
?ut if you use a personal name in the salutation, then close "ith 8ours sincerely
G ;a/e sure your references are correct
K ;a/e sure your signature tells your reader "hat heBshe needs to /no" about you
1.&
5ords to remem+er
letterhead
sender's address
inside (receiver's) address
postcode
tele) number
registered number
F.! number
cableBtelegram address
fa)Btelefa)
15
salutation
courtesy title
8ear -irB-irsB;adamB-ir or ;adam
8ear ;r B;rs B;iss B;s
$-.C 9entlemenC
complimentary close
>ours faithfullyBsincerely
$-.C >ours truly
signature
bloc/ed style
indented style
open punctuation
attention line
for the attention of
private and confidential
references
>our #efC
:ur#efC
subject title
pp (per pro)
7ncB7ncl (enclosure)
cc (carbon copy)
bcc (blind carbon copy)
4td (limited liability)
04A (public limited company
$-.C &nc (incorporated)
D Ao (and company)
sole trader
joint stoc/ company
?oard of directors Ahairman, $-.C 0resident
;anaging 8irector, $-.C Ahief 7)ecutive (A7:)
-ales ;anager
Finance 8irector
Ahief .ccountant
16
UNIT T5O
En6uiries
;ethods of en<uiry; as/ing for catalogues, price(lists, prospectuses; as/ing for
details; as/ing for samples, patterns, demonstrations; suggesting terms, methods of
payment, discounts; as/ing for goods on approval or on sale or return; as/ing for an
estimate or tender
2.1
7et(ods o$ en6uiry
.n en<uiry can be made by telephone, telegram (cable), tele), fa), or postcard &f you
use a postcard, it is not necessary to begin "ith a salutation (8ear -ir, etc) nor end
"ith a complimentary close (>ours faithfully, etc) >our address, the date, and
reference is sufficient
&f you need to give more information about yourself or as/ the supplier for more
information, you "ill need to "rite a letter !he contents of this "ill depend on three
thingsC ho" "ell you /no" your supplier; "hether your supplier is at home or abroad;
and the type of goods you are en<uiring about ( there is a difference bet"een as/ing
&?; about the cost of installing a comple) computer and as/ing a publisher ho"
much a boo/ "ould cost
+ -&,A4.#7 4!8,
11 4e"is 0lace,
Aoulsdon, -urrey
1 :ctober '332
>our #efC ?o) 31'1
0lease could you send me details of the refrigerators advertised in yesterday's '7vening 0ost'=
2.2
5ritin. letters o$ en6uiry
2.2.1
Openin.
!ell your supplier "hat sort of firm you are
:e are a co%operati<e wholesale society 9ased in (ucharest
17
0ur company is a su9sidiary o4 +ni<ersal (usiness Machines and we speciali=e in
:e are one o4 the main producers o4 industrial chemicals in 'omania, and we are
interested in
6o" did you hear about the firm you are "riting to= &t might be useful to point out
that you /no" a firm's associates, or that they "ere recommended to you by a
consulate or !rade .ssociation
:e were &i<en your name 9y the $oteliers> Association in ?aris
8ou were recommended to us 9y Mr 7ohn .in&, o4 Lasworn ! Da<ies, Merchant
(ankers
:e were ad<ised 9y Spett Marco /enno<isa o4 Milan that you were interested in
supplyin&
The (ritish -m9assy in Madrid told us that you were lookin& 4or an a&ent in Spain to
represent you
&t is possible to use other referencesC
:e were impressed 9y the selection o4 &ardenin& tools that were displayed on your
stand at this year>s /ardenin& -@hi9ition held in $am9ur&
0ur associates in the packa&in& industry speak hi&hly o4 your Aeta packin& machines
and we would like to ha<e more in4ormation a9out them Could you send us
2.2.2
4s8in. $or catalo.ues9 price:lists9 prospectuses
&t is not necessary to give a lot of information about yourself "hen as/ing for
catalogues, brochures, boo/lets, etc !his can be done by postcard, but remember to
supply your address, unless it is already printed, phone number, tele), and fa) number
if you have one &t "ould also be helpful if you could briefly point out any particular
items you are interested in
Could you please send your current catalo&ue and price%list 4or e@hi9ition standsB
:e are particularly interested in >4urniture display> stands
:ould you let us ha<e your summer 9rochure 4or holidays to /reece and the /reek
#slands, and supply details o4 any low 4ares and tari44s 4or the month o4 Septem9erB
# would appreciate your sendin& me an up%to%date price%list 4or your 9uildin&
materials
# am plannin& to come and study in London ne@t autumn and # would like a
prospectus 4or your colle&e &i<in& me in4ormation a9out 4ees and special courses in
computin&
:e ha<e heard a9out your latest eCuipment in laser sur&ery and would like more
details ?lease send us any in4ormation you can supply, markin& the letter >*or the
Attention o4 ?ro4essor .a=uhiro>, Tokyo /eneral $ospital, .inuta%Seta&ayaku, Tokyo,
7apan
18
2.2.3
4s8in. $or details
5hen as/ing for goods or services you must be specific and state e)actly "hat you
"ant &f replying to an advertisement you should mention the journal or ne"spaper,
the date, and <uote any bo) number or department number given, eg ?o) ,o 311;
8ept 1B1'? .nd if referring to, or ordering from a catalogue, brochure, leaflet, or
prospectus, al"ays <uote the reference, eg Aat ,o .11*; 6oliday ,o +B;B3; &tem
,o 321; Aourse ?4 3H'
# am replyin& to your ad<ertisement in the 7une edition o4 >Tailor and Cutter> # would
like to know more a9out the >steam pressers> which you o44ered at cost price
# am interested in holiday ,o 7"M"3, the South 8u&osla<ian tour
# will 9e attendin& the auction to 9e held in Turner $ouse on 16 *e9ruary this year,
and am particularly interested in the Do9 lot listed as #tem ,o 351
Could you please &i<e me more in4ormation a9out course (L 362 which appears in
the lan&ua&e learnin& section o4 your summer prospectusB
# would appreciate more details a9out the >+ni<ersity Communications System> which
you are ad<ertisin& on /rampian Tele<ision
2.2.#
4s8in. $or samples9 patterns9 demonstrations
>ou might "ant to see "hat a material or item loo/s li/e before placing an order
;ost suppliers are "illing to provide samples or patterns so that you can ma/e a
selection 6o"ever, fe" "ould send a comple) piece of machinery for you to loo/ at
&n that case you "ould be invited to visit a sho"room, or the supplier "ould offer to
send a representative ,evertheless, if it is practical, as/ to see an e)ample of the
article you "ant to buy
:hen replyin&, could you please enclose a pattern cardB
:e would also appreciate it i4 you could send some samples o4 the material so that we
can e@amine the te@ture and Cuality
(e4ore sellin& toys we pre4er to test them 4or sa4ety Could you there4ore send us at
least two e@amples o4 these children>s cars in the >Sprite> ran&e B
# would like to discuss the pro9lem o4 maintenance 9e4ore decidin& which model to
install in my 4actory # would 9e &rate4ul i4 you could arran&e 4or one o4 your
representati<es to call on me within the ne@t two weeks
2.2.%
Su..estin. terms9 met(ods o$ payment9 discounts
Firms sometimes state prices and conditions in their advertisements or literature and
may not li/e prospective customers ma/ing additional demands 6o"ever, even if
conditions are <uoted, it is possible to mention that you usually e)pect certain
concessions .lthough it is true that once a supplier has <uoted a price and stated
terms, he may be un"illing to change them, by suggesting your terms you indicate
1:
that certain conditions may persuade you to place an order
:e usually deal on a 33E trade discount 9asis with an additional Cuantity discount
4or orders o<er 1,333 units
As a rule our suppliers allow us to settle 9y monthly statement and we can o44er the
usual re4erences i4 necessary
:e would also like to point out that we usually settle our accounts on a documents
a&ainst acceptance 9asis with payment 9y 33%day 9ill o4 e@chan&e
Could you let us know i4 you allow cash or trade discountsB
:e intend to place a su9stantial order, and would there4ore like to know what
Cuantity discounts you allow
2.2.&
4s8in. $or .oods on appro!al or on sale or return
-ometimes "holesalers and retailers "ant to see ho" a line "ill sell before placing a
firm order "ith the supplier !hey may be able to do this by getting goods on
approval or on a sale or return basis &n either case the supplier "ould have to /no"
the customer "ell, or "ould "ant trade references 6e "ill also place a time limit on
"hen the goods must be returned or paid for
8our lea4let ad<ertisin& your latest pu9lications o4 $istory ma&a=ines interested us,
and we would like to stock a selection o4 these $owe<er, we would only consider
placin& an order pro<ided it was on the usual 9asis o4 sale or return #4 this is
accepta9le we will send you our o44icial order
#n the catalo&ue we recei<ed last week 4rom you, we saw that you are introducin& a
new line in arti4icial 4urs :hile we appreciate that increasin& pressure 4rom wildli4e
protection societies is reducin& the demand 4or real skins, we are not sure how our
customers at this end o4 the market will react (ut we would like to try a selection o4
desi&ns :ould it there4ore 9e possi9le 4or you to supply us with a ran&e on an
appro<al 9asis to see i4 we can encoura&e a demand 4or synthetic 4ursB Three months
would pro9a9ly 9e enou&h to esta9lish a market i4 there is one
2.2.)
4s8in. $or an estimate or tender
7stimates are <uotations to complete a job of "or/, for e)ample, putting a ne" roof
on a factory or installing machinery !enders are similar <uotations, but in a "ritten
form and often used "hen the job is much larger, eg building a complete factory
Fery often, "hen this sort of "or/ is for a government, or is a large underta/ing, an
advertisement is placed in the ne"spapers
Ad<ert; The #rish Tourist 0r&ani=ation in<ites tenders 4rom 9uildin& contractors to
erect seatin& 4or 13,333 people 4or the Du9lin Summer *esti<al Tenders should 9e in
9y 1st March 1FG and will 9e studied on price and suita9ility o4 construction plans
Ad<ert; The Aena Chemical Company in<ites tenders 4rom pri<ate contractors 4or the
disposal o4 chemical waste Strict &o<ernment re&ulations will 9e in 4orce so only
27
those licensed to deal with to@ic su9stances should apply *urther details 4rom
. company may "rite circular letters to several companies inviting offers to complete
a construction job or to effect repairs or decorating
:e are a lar&e chain o4 theatres and are lookin& 4or estimates 4rom upholsterers to re%
co<er the seats in our two main theatres in Manchester
:e are writin& to a num9er o4 9uildin& contractors to in<ite estimates 4or the
con<ersion o4 ,orth9orou&h air4ield into a sports and leisure centre The work will
include erectin& 9uildin&s, pro<idin& 4acilities, e& ski slopes, parachute Dumps, etc,
and should 9e completed 9y ne@t Decem9er #4 you can pro<ide a competiti<e estimate
please contact us at
As you mi&ht ha<e read in the newspaper our 4irm has taken o<er #nternational
Motors ?CL and we are in the process o4 automatin& their $am9ur& 4actory At
present we are writin& to se<eral en&ineerin& desi&ners who may 9e interested in
con<ertin& the plant to a 4ully automated production unit -nclosed you will 4ind
speci4ications, 9ut we would welcome your sur<eyors to come and inspect the site
with a <iew to supplyin& an estimate 4or the reconstruction
2.2.*
Closin.
$sually a simple 'than/ you' is sufficient to close an en<uiry 6o"ever, you could
mention that a prompt reply "ould be appreciated, or as the e)amples sho", that
certain terms or guarantees "ould be necessary
Thank you 4or your attention :e hope to hear 4rom you in the near 4uture
:e would 9e &rate4ul 4or an early reply
*inally, we would like to point out that deli<ery 9e4ore Christmas is essential and
hope that you can o44er us that &uarantee
#4 the concessions we ha<e asked 4or could 9e met, we would place a su9stantial
order
?rompt deli<ery would 9e necessary as we ha<e a 4ast turno<er :e would there4ore
need your assurance that you could meet all deli<ery dates
>ou can also indicate further business, or other lines you "ould be interested in if you
thin/ they could be supplied &f a supplier thin/s that you may become a regular
customer, rather than someone "ho has placed the odd order, he "ould be more
inclined to <uote competitive terms and offer concessions
#4 the product is satis4actory, we will place 4urther orders with you in the 4uture
#4 the prices Cuoted are competiti<e, and the Cuality up to standard, we will order on
a re&ular 9asis
?ro<ided you can o44er 4a<oura9le Cuotations, and &uarantee deli<ery within 4our
weeks 4rom receipt o4 order, we will place re&ular orders with you
21
2.3.
Specimen letters
2.3.1
S(ort en6uiries
A 'eCuest 4or a catalo&ue and price%list
8ear -ir,
0lease "ould you send me your -pring catalogue and price(list <uoting cif prices, 4e
6avre= !han/ you
>ours faithfully,
8ear -ir,
& "ould li/e some information about your 0roficiency courses in 7nglish beginning
this +uly
0lease send me a prospectus, details of your fees, and information about
accommodation in 4ondon for the period +uly(8ecember &f possible & "ould li/e to
stay "ith an 7nglish family !han/ you
>ours faithfully,
( 'eCuest 4or a prospectus
C 'eCuest 4or &eneral in4ormation
8ear -ir,
Aould you please send me details of your tubeless tyres "hich are being advertised
in garages around the country=
& "ould appreciate a prompt reply <uoting trade prices
>ours faithfully,
22
,ote that the reference to trade prices in this letter tells the manufacturer that he is
dealing "ith a retailer or "holesaler, not a private individual
2.3.2
/eply to an ad!ertisement
&n this letter the customer is replying to an advertisement for cassettes "hich he sa"
in a trade journal !he advertiser gave little information, so the "riter "ill have to as/
for details
23
Disc SA
'21 rue des #aimonieres F(KH333 0oitiers ALde)
!elC (33) **HK1331 !LlLcopieC (33) 13'1H3
#Lf C 09B.4 1' ;ay '332
!he -ales 8ept
#9 7lectronics .9
6avmarte H31
8(2333%Mln
8ear -irs,
5e are a large record store in the centre of 0oitiers and "ould li/e to /no" more about the
tapes and cassettes you advertised in this month's edition of '6i Fi ,e"s',
Aould you tell us if the cassettes are leading brand names, or made by small independent
companies, and "hether they "ould be suitable for recording classical music or only
dictations and messages= &t "ould also be helpful if you could send us some samples and if
they are of the standard "e re<uire, "e "ill place a substantial order 5e "ould also li/e to
/no" if you are offering any trade discounts !han/ you
>ours faithfully,
P. Grard
0 9erard
24
Nuestions
1 5hy does ; 9erard say they are a 'large' record store=
OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO
' &s he interested in high(<uality cassettes or lo"(<uality cassettes=
3 5hat t"o things does he re<uire before he places an order=
1 6o" did he hear about the advert=
2 &f the letter began 8ear ;r "hat "ould the complimentary close be=
H &s ; 9erard as/ing about any special concessions=
G 5hich "ords in the letter correspond to the follo"ing=
publication
product's name
vocal instructions
e)amples
target
2.3.3
En6uiry $rom a +uyin. a.ent
Firms often have agents in other countries "ho either sell or buy products for them
&n this letter the agent is acting on behalf of her principals in Aanada
Sanders & Lowe Ltd.
&mport and 7)port (4ondon :ffice), 0lanter 6ouse, 0rinces -treet, 4ondon 7A1 G8N
?irmingham :fficeC 'K ?radsha" -treet ?irmingham ?2 1!N !elephoneC 3G1 213 1H12
;anchester :fficeC 313 :)ford -treet, ;anchester ;'G '4# Fa)C 3G1 213 1*'2
4iverpool :fficeC 21 ?a/ers #oad, 4iverpool 43 *65 !ele)C *'K23G
-toc/port :fficeC 2 &sland #oad -toc/port -;3 1'% #eg ,o 7ngland 122131
F.! ,o 313 G331 '1
8irectorsC 45 4o"e, 8# -anders
>our refC ((((((((( :ur refC 1K*B;? 8ateC G +une '332
25
!he -ales ;anager 9laston 0otteries 4td Alayfield
?urnley ??13 &#N
8ear -ir or ;adam,
5e are "riting to you on behalf of our principals in Aanada "ho are interested in importing
china"are from 7ngland
Aould you send us your latest catalogue and price(list, <uoting your most competitive prices=
:ur principals are a large chain store in ,orth .merica and "ill probably place substantial
orders if the <uality and prices of your products are suitable
5e loo/ for"ard to hearing from you soon
>ours faithfully,
l. lowe
45 4o"e (;rs)
26
2.3.#
En6uiry $rom a retailer to a $orei.n manu$acturer
!his letter is from a ?irmingham chain of retail shops to an &talian manufacturer
6ere the retailer e)plains ho" he got to /no" about the manufacturer, and suggests
that a <uantity discount and acceptance of his method of payment "ould persuade
him to place an order 6e is stating his terms in his en<uiry because he feels that as a
bul/ buyer he can stipulate conditions ?ut you "ill see from the reply (332) that
although the &talian manufacturer "ants the order, he does not li/e the terms, and
suggests conditions that are more suitable to him
F. Lynch & Co. Ltd.
(6ead :ffice), ,esson 6ouse, ,e"ell -treet, ?irmingham ?3 374
!elephone ,oC 3'1 '3H H2G1 Fa)C 3'1 '3HK2*' !ele)C 311H11
-ate) -p. >our refC
Fia di 0ietra 0apa :ur refC &n< A321
3311H #oma H February '332
&!.4>
8ear -irs,
5e "ere impressed by the selection of s"eaters that "ere displayed on your stand at the
';ens"ear 7)hibition' that "as held in 6amburg last month
5e are a large chain of retailers and are loo/ing for a manufacturer "ho could supply us "ith
a "ide range of s"eaters for the teenage mar/et
.s "e usually place very large orders, "e "ould e)pect a <uantity discount in addition to a
'3P trade discount off net list prices, and our terms of payment are normally 33(day bill of
e)change, documents against acceptance
&f these conditions interest you, and you can meet orders of over 233 garments at one time,
please send us your current catalogue and price(list 5e hope to hear from you soon
>ours faithfully,
L. Crane
4 Arane
Ahief ?uyer
27
;uestions
1 6o" did 4ynch D Ao get to /no" about -ate)=
' 5hat mar/et are 4ynch D Ao interested in=
3 6o" many s"eaters are they li/ely to order=
1 5hat discounts are they as/ing for=
2 6o" "ill payment be made=
H 5hat e)pression does ;r Arane use to sho" 4ynch is a large firm=
G -hould any references be <uoted in reply to this letter=
K 5hich "ords in the letter correspond to the follo"ing=
sho"n
group of shops
28
selection
less
present
2.3.%
/e6uest $or .oods on appro!al
;r 6ughes, the customer, has dealt "ith 6omema/ers before and the en<uiry has a
casual tone about it 6e has enclosed a provisional order because he is confident that ;r
Aliff, the supplier, "ill agree to offering the /its on approval so that ;r 6ughes can test
the demand for them &n this case references are not necessary; if they "ere, ;r 6ughes
could offer another supplier or his ban/ as a referee !he reply to this letter is at 33H
R. Hughes & Son Ltd.
'1 ;ead #oad, -"ansea, 9lamorgan 3-! 18#
!elephoneC -"ansea 2K111 F.! ,o '12''H133
!ele)C KK1K'1
;r # Aliff, 1Gth .pril '332
6omema/ers 4td,
21(2* #iverside,
Aardiff AF1 1+5
8ear ;r Aliff,
!han/ you for your last delivery >ou "ill be pleased to hear that the dressing tables are selling
"ell
. number of my customers have been as/ing about your boo/case and coffee table assembly /its
"hich are listed in your -ummer catalogue under %! 31, and "e "ould li/e to test the demand for
them 5ould it be possible for me to have, say, half a dozen units of each /it, on approval, before
placing a firm order=
& have enclosed an order, ,o ?11H3, in anticipation of you agreeing, and as there is no particular
hurry for the units, you could send them along "ith your ne)t delivery
>ours sincerely
R.Hughes
# 6ughes
7ncl :rder ?11H3
2:
Nuestions
1 5hy does ;r 6ughes "ant the goods on approval=
' 8oes he e)pect ;r Aliff to agree= 6o" do you /no"=
3 5hen does he "ant the /its=
2.3.&
/e6uest $or an estimate
. supermar/et is as/ing a firm of shopfitters for an estimate to put in counters,
shelves, "indo"s, etc !he reply to this letter is at 33G
SUPERBUYS Ltd.
-uperbuy 6ouse, 5olverton #oad, 4ondon -51H G8,
!elephoneC 3K1 3'G 1H21 #eg ,oC *111H 4ondon
!ele)C 333113 F.! ,o 21H K11333
Fa)C 3K1 3'G 1*32
!he ;anager 8ateC 13th +anuary '332
5embley -hopfitters 4td
5yoombe#oad
5embley
;iddlese)6.*H8.
8ear -ir,
5e are opening a ne" branch of '-uperbuys' in 5embley 6igh -treet in and "ould
li/e to /no" if you could send someone along to give us an estimate for refitting
37
From our designer's plan enclosed, you can see that the premises "ere once used as a
"arehouse and "ould need e)tensive alterations "hich "ould include putting in
counters, shelves, "indo"s, re"iring, and reflooring
!he "or/ "ould have to be completed before the end of February and you "ould be
re<uired to sign a contract to that effect &f the job interests you, please contact ;r
%eith ?ellon our ;anaging 8irector on 3K13'G 1H21 e)t 11* to arrange an
appointment
>ours faithfully,
Jean Landman
+ean 4andman
-ecretary to % ?ellon
7ncl 5embley 0lan .AB131'
;uestions
1 5hy is an estimate needed= 5hy is it not possible to give a firm <uotation=
' 5hat has to be done before the estimate can be given=
3 Aan 5embley -hopfitters ta/e as long as they "ant to complete the job=
1 8o -uperbuys e)pect a letter in reply=
2 6o" should ;r ?ellon be contacted=
H 6as anything been included "ith the letter=
G 6o" "ere the premises originally used=
2.#
2oints to remem+er
1 7n<uiries can ta/e the form of telephoned, tele)ed, or fa)ed re<uests for
information :nly use these forms if you can ma/e your en<uiry very brief For fuller
en<uiries, "rite a letter
' 9ive details of your o"n firm as "ell as as/ing for information from your
prospective supplier
3 ?e specific and state e)actly "hat you "ant Nuote bo) numbers, catalogue
references, etc to help your supplier to identify "hat you "ant
1 .s/ for samples if you are uncertain about a product
2 >ou can suggest terms and discounts, but be prepared for your supplier to ma/e a
counter(offer
31
H >ou can be direct in your letter, yet still polite ,otice ho" the use of the passive
can soften a re<uestC B "ant a prompt reply Es impolite; . prompt reply "ould be
appreciated is better ,otice also ho" short sentences can create an abrupt effect,
"hile a comple) sentence can modifyC 5e are large "holesalers 5e are interested in
your range of shirts is not as good as 5e are large "holesalers and are interested in
your range of shirts
G Alose "ith a simple 'than/ you' or '& loo/ for"ard to hearing from you', unless you
"ant to indicate the possibility of substantial orders or further business
2.%
5ords to remem+er
to ma/e an en<uiry about a product
to en<uire about a product
a company
a supplier
a customer
a "holesaler
a retailer
a bul/ buyer
an agent
a principal
an associate
a representative
a subsidiary
a co(operative society
a !rade .ssociation
a catalogue
a brochure
a boo/let
a prospectus
a price(list
a leaflet
a sho"room
a demonstration
a circular letter
a trade journal
samples
patterns
to offer concessions
to <uote a price
to suggestBstate terms
cash discount
32
trade discount
<uantity discount
monthlyB<uarterly statement
documents against acceptance
bill of e)change
to place an order
goods on approval
goods on sale or return
to stoc/ a product
to holdBcarry (a) stoc/ of a product
to inviteBsee/ a tender or estimate to provideBsupply a tender or estimate
a reference
to as/ for trade references
to provideBsupply trade references
33
UNIT T0/EE
/eplies and 6uotations
Aonfirming that you can help; 'selling' your product(suggesting alternatives; referring
the customer else"here; catalogues, price(lists, prospectuses, samples;
demonstrations, representatives, sho"room visits; <uotations; prices; transport and
insurance costs; discounts; methods of payment; <uoting delivery; fi)ed terms and
negotiable terms; giving an estimate
3.1
/eplyin. to letters o$ en6uiry
3.1.1
Openin.
;ention your prospective customer's name &f the customer signs the letter ;r ?
9reen, then begin 8ear ;r 9reen, not 8ear -ir, "hich indicates that you have not
bothered to remember the en<uirer's name
!han/ the "riter for hisBher en<uiry ;ention the date of hisBher letter and <uote any
other references that appear
Thank you 4or your enCuiry o4 7une 6th 1F)4 in which you asked a9out
# would like to thank you 4or your enCuiry o4 May 13 and am pleased to tell you that
we would 9e a9le to supply you with the
:e were pleased to hear 4rom your letter o4 13 Decem9er that you were impressed
with our selection o4
Thank you 4or your letter, ,7 16F1, which we recei<ed this mornin&
3.1.2
Con$irmin. t(at you can (elp
4et the "riter /no" as soon as possible if you have the product or can provide the
service heBshe is en<uiring about &t is irritating to read a long letter only to find that
the firm cannot help
:e ha<e a wide selection o4 sweaters that will appeal to a"# a&es, and in particular
the teena&e market which you speci4ied
0ur 4actory would ha<e no pro9lem in turnin& out the 6,333 units you asked 4or in
your enCuiry
:e can supply 4rom stock and will ha<e no trou9le in meetin& your deli<ery date
# am pleased to say that we will 9e a9le to deli<er the transport 4acilities you reCuire
:e can o44er door%to%door deli<ery ser<ices
3.1.3
'Sellin.' your product
7ncourage or persuade your prospective customer to do business "ith you . simple
34
ans"er that you have the goods in stoc/ is not enough >our customer might have
made ten other en<uiries, so remember it is not only in sales letters that you have to
persuade ;ention one or t"o selling points of your product, including any
guarantees you offer
:e think you ha<e made an e@cellent choice in selectin& this line, and once you ha<e
seen the samples we are sure you will a&ree that this is uniCue 9oth in te@ture and
colour
0nce you ha<e seen the Delta )33 in operation we know you will 9e impressed 9y its
trou9le%4ree per4ormance
:e can assure you that the 0me&a 2333 is one o4 the most outstandin& machines on
the market today, and our con4idence in it is supported 9y our 4i<e%year &uarantee
3.1.#
Su..estin. alternati!es
&f you do not have "hat the en<uirer has as/ed for, but have an alternative, offer it to
him ?ut do not criticize the product he originally as/ed for
and while this en&ine has all the Cualities o4 the model you asked 4or, the
>?owerdri<e> has the added ad<anta&e o4 ha<in& 4ewer mo<in& parts, so less can &o
wron& #t also sa<es on oil as it
The model has now 9een impro<ed, its steel casin& ha<in& 9een replaced 9y plastic
which is li&hter, more dura9le, and stron&er
04 course leather is an e@cellent material to work with in the upholsterin& o4
4urniture, 9ut escalatin& costs ha<e persuaded customers to look 4or somethin& more
competiti<e in price *ortunately, Tareton ?lastics ha<e produced an ama=in&
su9stitute, >Letherine>, which has the same te@ture, stren&th and Cuality o4 leather, 9ut
is less than a Cuarter o4 the cost The samples enclosed will con<ince you
3.1.%
/e$errin. t(e customer else<(ere
&t is possible, of course, that you may not be able to handle the order or ans"er the
en<uiry >our correspondent may be as/ing about a product you do not ma/e or a
service you do not give &f this is so, tell him and if possible refer him else"here
# re&ret to say that we no lon&er produce the type o4 stapler you re4er to, since we 4ind
there is no lon&er su44icient demand 4or it # am sorry we cannot 9e o4 help to you
The 9ook you mention is not pu9lished 9y us, 9ut 9y /reenhill -ducation Ltd #4 you
would care to write to them, their address is
:e no lon&er manu4acture pure cotton shirts as their retail prices tend only to attract
the upper end o4 the market All our &arments are now poly%cotton, which is stron&er,
needs little ironin&, and allows <ariations in patterns $owe<er, i4 you are still set on
pure cotton &arments, we ad<ise you to contact Louis *ashions Ltd at
7ven if the product is yours, you may still have to refer the en<uirer else"here
# con4irm that the product you reCuire is one o4 ours, 9ut since we are only a9le to
35
deal with wholesalers, not retailers, may # re4er you to ' L Depre SA, rue
Montpellier 2), ?arisB
0ur a&ents in #taly are #ntal SpA, 1ia Al9erto ?oerio 2F, 'ome, and they carry a 4ull
stock o4 our &oods
#.1.&
Catalo.ues9 price:lists9 prospectuses9 samples
;a/e sure that you enclose current catalogues and price(lists if you are sending them
.nd if prices are subject to change, then let your customer /no" &t is bad policy to
suddenly send a letter telling him that prices have been increased by 13P after you
have <uoted a firm price .nd if you are sending samples, let your customer /no"
they "ill follo" the letter immediately by separate post
?lease 4ind enclosed our current catalo&ue and price%list Cuotin& c i4 prices .o9e
The units you re4erred to in your letter are 4eatured on pp31 %34 under catalo&ue
num9ers 832%832
:hen orderin& could you please Cuote these num9ersB The samples you asked 4or
will 4ollow 9y separate post
:e ha<e enclosed our 9ooklet on the 0me&a 2333 and are sure you will a&ree that it
is one o4 the 4inest machines o4 its kind #t can 9e adapted to your speci4ications and
details o4 this are on pa&e 12 under the headin& >Structural Chan&es>
:e ha<e sent you our summer catalo&ue which un4ortunately is only printed in
-n&lish $owe<er, we ha<e enclosed a /erman translation 4or the rele<ant pa&es H41%
45I and hope this will pro<e help4ul
and we ha<e enclosed our price%list, 9ut should point out that prices are su9Dect to
chan&e as the market 4or raw materials is <ery unsta9le at present
3.1.)
Demonstrations9 representati!es9 s(o<room !isits
Aertain products, eg heavy e<uipment, machinery, installations, may need
demonstrating &n these cases the company might send a representative, or adviser if
e<uipment is to be installed !hey could, ho"ever, suggest that the customer visits
their agent in his o"n country, or a stoc/ist "ith a sho"room
:e ha<e enclosed all the details a9out the Laren welder, 9ut 4eel that a demonstration
will &i<e you more o4 an idea o4 its capa9ilities :e would there4ore like to in<ite you
to our centre in (irmin&ham where the eCuipment is set up so that you can see the
machine in action
As the enclosed illustrated 9ooklet cannot really show the e44iciency o4 the *arnon
word processor, can we send our representati<e to you with a model o4 the machine,
and he can &i<e you a demonstrationB #4 you are interested in a <isit, please 4ill in the
enclosed pre%paid card and return it to us
The enclosed catalo&ue will &i<e you an idea o4 the type o4 sound eCuipment we
produce, 9ut may we su&&est that you <isit our a&ent>s showrooms in 'otterdam
where you can see a wide ran&e o4 unitsB The address is
36
:e will 9e a9le to install the eCuipment within three months, 9ut would like to send
Mr T /ri44ith, our chie4 en&ineer, to look o<er your plant and prepare a report on the
installations, takin& into account your particular reCuirements
3.1.*
Closin.
.l"ays than/ the customer for "riting to you &f you have not done so in the
beginning of the letter, you can do so at the end >ou should also encourage further
en<uiries
0nce a&ain we would like to thank you 4or writin& to us and would welcome any
4urther points you would like us to answer
?lease write to us a&ain i4 you ha<e any Cuestions, or call us at the a9o<e telephone
num9er
# am sorry we do not ha<e the model you asked 4or, 9ut # can promise you that the
alternati<e # ha<e su&&ested will certainly meet your e@pectations, and remem9er we
o44er a 4ull &uarantee 4or three years
:e hope to hear 4rom you a&ain, soon, and can assure you that your order will 9e
dealt with promptly
3.2
;uotations
&n your reply to an en<uiry, you may "ant to give your prospective customer a
<uotation ?elo" is a guide to the subjects you should cover in your <uotation
3.2.1
2rices
5hen a manufacturer, "holesaler or retailer <uotes a price, he may or may not
include other costs and charges such as transport, insurance, and ta)es (eg in the
$%, Falue .dded !a) or F.!) 0rices "hich include these e)tra costs are /no"n as
grass prices; those "hich e)clude them are /no"n as net prices
The net price o4 this article is J1333, to which must 9e added 1AT at 121"2E,
makin& a &ross price o4 J1125
:e can Cuote you a &ross price, inclusi<e o4 deli<ery char&es, o4 J3253 per 133
items These &oods are e@empt 4rom 1AT
. firm's <uotation is not necessarily legally binding, ie they do not al"ays have to
sell you the goods at the price they <uoted in their reply to an en<uiry 6o"ever,
"hen prices tend to fluctuate, the supplier "ill add a provision to their <uotation
stating that their prices are subject to change &f the company ma/es a firm offer, it
means they "ill hold the goods for a certain time until you order, eg firm 11 days
.gain, this is not legally binding, but suppliers generally /eep to their offer to protect
their reputation
The prices Cuoted a9o<e are pro<isional, since we may 9e compelled 9y increased
costs o4 raw materials to increase our prices to customers # will in4orm you
37
immediately i4 this happens
:e can o44er you a price o4 J62F per item, 4irm 21 days, a4ter which the price will 9e
su9Dect to an increase o4 5E
:hene<er possi9le you should Cuote prices in your customer>s currency, allowin& 4or
e@chan&e 4luctuations
The price o4 this model o4 cassette%player is 2,)33 (el&ian 4rancs at today>s rate o4
e@chan&e
:e can Cuote you a price o4 153,333 #talian lire per 133 units, thou&h # re&ret that,
9ecause o4 4luctuatin& e@chan&e rates, we can only hold this price 4or 4our weeks
4rom today>s date
3.2.2
Transport and insurance costs
&n commerce there are a number of abbreviations that e)plain "hich price is being
<uoted to the customer !hese includeC
e=:<or8s (e)(factory, e)(mill, e)("arehouse)
!he buyer "ill have to pay all the costs once the goods have left the factory, mill, or
"arehouse &f you are <uoted any of these prices you "ill have to pay for insurance
and transport yourself
$.o.r. (free on rail)
!he price <uoted covers the cost to the nearest rail"ay station
$.a.s. (free alongside ship)
!here are no e)tra charges up to ta/ing the goods to the side of the ship &n some
ports small boats (barges, lighters) are used to ta/e the goods to the ship and an fas
<uotation means that there "ill be no charge for this, but there "ill be charges for
loading the goods on to the ship, plus the usual roadBrail transport and insurance
charges
$.o.+. (free on board)
4oading on to the ship is included in the price <uoted
c. 1 $. (cost and freight)
&n this case the price includes cost and shipping to the destination named, eg Q333 c
D f 6ong %ong ?ut insurance is not included
c.i.$. (cost, insurance, and freight)
.s the term indicates, the price includes all costs up to the named destination, eg
Q233 cif ?ombay
,ote that some of the above abbreviations may also be "ritten "ithout full stops
andBor in capital letters (eg 9&F, F:#) !his boo/ uses these abbreviations as
above but you may come across variations else"here
e=:s(ip
38
!he importing port is named, and the price includes delivery to this port, eg e)(ship
;anila
$ranco 6uay
!he price includes all costs up to the importer's doc/side, eg franco <uay 6amburg
!"o other terms "hich should be noted, but are usually used only in the $% areC
carria.e paid (cp or ABp)
Aharges "ill be paid by the sender, eg :e are replacin& the dama&ed &oods and will
send replacements carria&e paid
carria.e $or<ard (cf or ABf)
!he transport charges are paid by the receiver, eg :e will send the replacement
&lasses, 9ut as you were responsi9le 4or the 9reaka&es, we will send them carria&e
4orward
3.2.3
Discounts
;anufacturers and "holesalers sometimes allo" discounts to be deducted from the
net or gross price !hey may allo" a trade discount to sellers in similar trades; or a
<uantity discounter orders over a certain amount; or a cash discount if payment is
made "ithin a certain time, eg seven days, or a loyalty discount "hen firms have a
long association
:e allow a 3E discount 4or payment within one month
The net price o4 this model is J253, less 13E discount 4or Cuantities up to 133 and
15E discount 4or Cuantities o<er 133
:e do not normally &i<e discounts to pri<ate customers 9ut 9ecause o4 your lon&
association with our company we will allow you 23E o44 the retail price
The prices Cuoted are c ! 4 8okohama, 9ut are su9Dect to a 23E trade discount o44
net price, and we will allow a 4urther 23E trade discount o44 net prices 4or orders o4
more than 2,333 units
3.2.#
7et(ods o$ payment
5hen <uoting terms, you may re<uire, or at least suggest, any of several methods of
payment (letter of credit, bill of e)change, etc)
#4 you would send us your personal cheCue 4or the amount Cuoted, we will then send
the article 9y re&istered mail
?ayment 4or initial orders should 9e made 9y si&ht dra4t, paya9le at Den ,orske
Credit9ank, .irke&aten 21, 0slo 1, cash a&ainst documents
3.2.%
;uotin. deli!ery
&f the en<uiry specifies a delivery date, confirm that it can be met, or if not, suggest
3:
an alternative date 8o not ma/e a promise that you cannot /eep; it "ill give you a
bad reputation, and if a delivery time is a condition of ordering, the customer could
sue you if you brea/ the contract, or reject the goods
and we are pleased to say that we can deli<er 9y Decem9er 1st 4or the Christmas
rush
As there are re&ular sailin&s 4rom Li<erpool to ,ew 8ork, we are sure that the
consi&nment will reach you well within the time you speci4ied
:e ha<e the materials in stock and will ship them immediately we recei<e your order
As there is a hea<y demand at this time o4 year 4or heaters, you will ha<e to allow at
least si@ weeks 4or deli<ery
:e could not deli<er within two weeks o4 receipt o4 order, as we would need time to
prepare the materials $owe<er, i4 you could let us ha<e a month, we could &uarantee
deli<ery within that period
3.2.&
'i=ed terms and ne.otia+le terms
&t is possible to <uote terms in t"o "aysC by stating your price and discounts "ithout
leaving room for negotiation, or suggesting that the customer could "rite again and
discuss them &n the t"o e)amples belo", the companies ma/e firm <uotes, indicating
that methods of payment and discounts are fi)ed
All list prices are Cuoted 4 o 9 Southampton and are su9Dect to a 25E trade
discount with payment 9y letter o4 credit
The prices Cuoted are e@%works, 9ut we can arran&e 4rei&ht and insurance i4 reCuired,
and unless otherwise stated, payment is to 9e made 9y 33%day 9ill o4 e@chan&e,
documents a&ainst acceptance
&n the ne)t t"o e)amples, the use of the adverbs normally and usually soften the tone
of the statements to indicate that although the firm prefers certain terms, these can at
least be discussed &n the final e)ample the supplier even as/s 'if this arrangement is
satisfactory'
:e usually o44er an 1)E trade discount on 4o9 prices, and would pre4er payment 9y
irre<oca9le letter o4 credit
,ormally we allow a 23E trade discount o44 net prices with payment on a documents
a&ainst payment 9asis ?lease let us know i4 this arran&ement is satis4actory
3.2.)
>i!in. an estimate
Aompanies "hich are as/ed to estimate for a particular job of "or/ may include the
estimate in tabulated form in a letter (see 33G) ;ore often, ho"ever, they "ill send
their official estimate form "ith a covering letter
As you know, our representati<e has <isited your 4actory to discuss the e@tension
which you wish to add to it, and # now ha<e pleasure in enclosin& our o44icial
estimate
47
The enclosed estimate co<ers la9our and parts and carries a si@%month &uarantee on
all work completed
3.3
Specimen letters
8ear ;r #aval,
!han/ you for your en<uiry of 31 +anuary 5e are enclosing our -pring catalogue and current
price(list <uoting cif prices 4e 6avre
5e "ould li/e to dra" your attention to the trade and <uantity discounts "e are offering in our
-pecial 0urchases section pp 1*('H "hich may be of particular interest to you
0lease contact us if "e can be of any further help to you
>ours sincerely,
3.3.1
S(ort replies
1 Aatalogue and price(list
8ear ;iss &"anammi,
0lease find enclosed our prospectus covering courses from +uly to 8ecember 8etails of fees
and accommodation in 4ondon for that period are covered in the boo/let '4iving in 4ondon'
"hich accompanies the prospectus
.t present "e still have places available for students ta/ing the 0roficiency course beginning in
+uly, but "ould as/ you to boo/ as soon as possible so that "e can reserve a place for you in the
class and arrange accommodation "ith an 7nglish family
5e are sure you "ill enjoy your stay here and loo/ for"ard to seeing you
>ours sincerely,
' Aollege prospectus
41
8ear ;r 5ymer,
!han/ you very much for your en<uiry >ou "ill find enclosed a catalogue giving detailed
information about our tubeless tyres and including the impressive results "e have achieved in
rigorous factory and trac/ tests 0lease note the items on safety and fuel economy "hich have
proved the main selling points of this product
5ith regard to trade discounts, "e are allo"ing '2P off list prices to bona fide retailers and
"holesalers, "ith <uantity discounts for orders over Q3,333
5e "ill be pleased to supply any further information you re<uire
>ours sincerely,
3 9eneral information
3.3.2
Catalo.ues and samples
&n the letter at '3' ; 9erard "rote to # 9 7lectronics .9 to en<uire about tapes
and cassettes; he implied that his store "as a large one, that he "as only interested in
high <uality products, and that he might place a substantial order !his is the reply
R. G. Electronics AG
6avmart H31
8(2333 %oln 1
!elC (''1)3'1'*K
Fa)C(''1)K3H1'2
!ele)C H123'*1
>our refC 09B.4
0 9Lrard 11th ;ay '332
8isc -.
'21 rue des #aimonieres
F(KH333 0oitiers Aede)
8ear ;r 9Lrard,
!han/ you for your en<uiry of 1' ;ay in "hich you as/ed about the tapes "e advertised in
this month's edition of '6i Fi ,e"s'
!he cassettes are ferrous based and high <uality Ar :' "hich as you /no" means they "ould
be suitable for any type of recording !hey are '%olby1 products "hich is a brand name you
"ill certainly recognize, and the reason their prices are so competitive is that they are part of
42
a ban/rupt stoc/ that "as offered to us
?ecause of their lo" price and the small profit margin "e are "or/ing on, "e "ill not be
offering any trade discounts on this consignment ?ut "e sell a "ide range of cassettes and
have enclosed a price(list giving you details of trade, <uantity, and cash discounts on our
other products
5e have sent, by separate post, samples of the advertised cassettes and other brands "e stoc/,
and "ould urge you to place an order as soon as possible as there has been a huge response to
our advertisement !han/ you for your interest
>ours sincerely,
R. Gerlach
# 9erlach
-ales 8irector
7ncl price(list
;uestions
1 6o" does 6err 9erlach refer to ; 9erard's en<uiry=
' 5hy are the cassettes being sold cheaply=
3 8oes 6err 9erlach offer any discounts=
1 Aan 8isc -. order "henever they "ant to=
2 .re these the only cassettes that # 9 7lectronics sell=
H 5hat other material has been sent to 8isc -.=
3.3.3
'Sellin.' t(e product
>L4STON 2OTTE/IES Ltd.
Alayfleld, ?urnley ??13 &#N
!elC 3312 1H1'2 #egistered ,o G1H1K1
!ele)C KK31GG3 F.! #egistered ,o 133 23113K
Fa)C 3312 H31K'
>our refC 1K3B;?
13 +une '332
;rs 4 4o"e
-anders D 4o"e 4td
0lanter 6ouse
0rinces -treet
4ondon 7A 1G8N
8ear ;rs 4o"e,
43
&t "as a pleasure to receive your letter today, and "e are enclosing the catalogue and price(list you
as/ed for
>ou "ill see that "e can offer a "ide selection of dinner and tea services ranging from the rugged
'9reystone1 earthen"are brea/fast sets, to the delicate ';ing' bone china dinner service
>ou can choose from more than fifty designs "hich include the elegance of 5edg"ood, the
delicate pattern of 5illo", and the richness of ?ro"nstone glaze
5e "ould be pleased to add your clients to our list of customers throughout the "orld and could
promise them an e)cellent product "ith a first(class service 5e "ould be glad to accept orders
for any number of pieces, and can mi) sets if re<uired
>ou "ill see that our prices are <uoted cif to 7astern Aanadian seaboard ports and "e are
offering a special 13P discount off all net prices, "ith delivery "ithin three "ee/s from receipt of
order
&f there is any further information you re<uire, please contact us, and once again than/ you for
your letter
>ours sincerely,
J Merton
+ ;erton (;r)
-ales ;anager
7nc
!his is a reply to the buying agent "ho "rote at '33 on behalf of her principals in
Aanada .s the agent made no reference to any particular line of china"are she "as
interested in, nor mentioned terms, this letter is in the nature of a sales letter
;uestions
1 6o" does ;r ;erton dra" attention to his firm's many products=
' 6o" does he imply that his firm has an international reputation=
3 5hat discount does he offer=
1 6o" does he encourage further en<uiries=
2 8o 9laston offer any concessions=
H 6o" do 9laston <uote their prices=
G 5hich "ords in the letter correspond to the follo"ingC
putting in
range
select
allo"ance
"hen "e receive your indent=
3.3.#
O$$er o$ an alternati!e
D&SCharcot S.A.R.L
44
place du '3 aout G* ?(1333 4iege
!elC (3') 1*('13KKH
!elecopieC (3') 1*(1H2*'
11 ;arch '332
!he Ahief ?uyer
Aaravela
#ua das .mei)oeiras 1'*1
0(1G334isboa
8ear ;r ;onteiro,
!han/ you for your en<uiry, but & regret to say that "e have run out of our stoc/ of %123 and
%1-G units and do not e)pect another delivery until later this month
.t present "e are testing a consignment recently imported from !ai"an, but these do not
have a ?elgian -tandards &nstitute stamp of approval and "e "ould li/e to test them
thoroughly before putting them on the mar/et ,evertheless, if "e find they are satisfactory,
or "e get a delivery of %123sB Gs from our manufacturers "e "ill contact you at once
>ours sincerely,
DCharcot
8 Aharcot
;anager
!he "holesaler is out of stoc/ of the adapters that his customer has as/ed for, so he is
offering a substitute 6o"ever, he has not yet tested the ne" product and /no"s nothing
about its performance or safety
;uestions
1 5hat is ; Aharcot's problem=
OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO
' 6o" does he sho" his customer that he is concerned about safety=
3 5hy is safety particularly important in this case=
1 8oes ; Aharcot rely on his customer to "rite to him again=
2 Aan ; Aharcot still get the units he as/ed for=
H 5hich organization establishes safety regulations in ?elgium=
#.3.%
;uotation o$ terms
Satex S.p.A.
Fia di 0ietra 0apa, 3311(H #oma
!elefonoC #oma GH**13
!elefa)C (3H) HK1 21G3
!ele)C 'K213H
;r 4 Arane, Ahief ?uyer FsrifC &n< A321
F 4ynch D Ao 4td ,srifC 8B113*
,esson 6ouse
,e"ell -treet '1 February '332
?irmingham ?3 374
$,&!78 %&,98:;
45
8ear ;r Arane,
5e are pleased to receive your en<uiry, and to hear that you li/ed our range of s"eaters
!here "ould certainly be no trouble in supplying you from our "ide selection of garments "hich
"e ma/e for all age groups
5e can offer you the <uantity discount you as/ed for "hich "ould be 2P off net prices for orders
over Q',333, but the usual allo"ance for a trade discount in &taly is 12P, and "e al"ays deal on
payment by sight draft, cash against documents, 6o"ever, "e "ould be prepared to revie" this
once "e have established a firm trading association "ith you
7nclosed you "ill find our summer catalogue and price(list <uoting prices cif 4ondon
5e are sure you "ill find a ready sale for our products in 7ngland as have other retailers
throughout 7urope and .merica, and "e do hope "e can reach an agreement on the terms <uoted
!han/ you for your interest; "e loo/ for"ard to hearing from you soon
>ours sincerely,
D. Causio
8 Aausio
7ncl
!his is a reply to the general en<uiry at '31 in "hich ;r Arane of F 4ynch D Ao as/ed
for certain concessions ,otice ho", in the reply, ;r Aausio of -ate) does not turn do"n
the re<uests but suggests a counter(offer
;uestions
1 6o" does ;r Aausio confirm that he can supply the s"eaters=
' 8oes ;r Aausio agree to all ;r Arane's re<uests concerning discounts=
3 6o" does ;r Aausio suggest that the method of payment could be changed in the
future=
1 5hat enclosures have been made=
2 5hat sort of payment does ;r Aausio as/ for=
H 6o" does ;r Aausio suggest his firm deals internationally=
G 5hat e)pression does he use to say his firm has different clothes in different styles=
K 5hich "ords in the letter correspond to the follo"ingC
bul/ discount
bill paid on presentation
clothes
reconsider
discount
3.3.&
46
>oods on appro!al
.s "e sa" in '332, these t"o firms /no" one another <uite "ell, so ;r Aliff does
not find it necessary to as/ for references or a guarantor before allo"ing ;r 6ughes
the goods on approval . provisional order is enough to confirm that ;r 6ughes has
as/ed for the goods, and the driver "ill get him to sign a delivery note, once he has
brought the consignment, as further proof that ;r 6ughes has received them
"%M0M3<05$ +t,.
21(2* #iverside, Aardiff AFl 1+5
!elephoneC (3''') 1*G'1 #egistered ,o A1321H'
!ele)C 3K'1G
'1 ,ovember '332
# 6ughes D -on 4td
'1 ;ead #oad
-"ansea
9lamorgan 3-! 18#
8ear ;r 6ughes,
&t "as nice to hear from you again, and to learn that our products are selling "ell in -"ansea
and that your customers have become interested in our ne" do(it(yourself range
>ou can certainly have the assembly /its you as/ed for (Aat ,o %!31) and there "ill be no
need to "ait until you receive another delivery; & "ill tell my driver to drop them off on his
ne)t delivery to -"ansea "hich "ill be on ;onday
!he provisional order, ,o ?11H3, "hich you enclosed "ill be sufficient, but "ould you
return any part of the consignment you have not sold "ithin t"o months=
& loo/ for"ard to your ne)t order, and hope to see you "hen & come to -"ansea in 8ecember
>ours sincerely,
R. Cliff
# Aliff
47
3.3.)
4n estimate
5em+ley S(op$itters Ltd.
5ycombe #oad, 5embley, ;iddlese) 6.* H8.
!elephoneC 3K1 *33 '3'3 #egC 4ondon 1K1H'* F.!C 311 H21* 'K
;r % ?ellon '1 +anuary '332
-uperbuys 4td
-uperbuy 6ouse
5olverton #oad
4ondon -51H G8,
8ear ;r ?ellon,
7stimate for refitting '-uperbuys' 5embley 6igh -treet ?ranch
:ur foreman visited the above premises on !hursday and reported bac/ to our costing
department "ho have no" "or/ed out the follo"ing estimate for fi)tures and fittings "hich
includes materials and labour
cont
!his illustrates an estimate sent in tabulated form in the body of a letter &t is a reply
to the letter at '3H
('(
Q
Fitting '33m of 'Aontact1 -helving in main shop
and store room 1'333
7recting 12 steel stands plus shelves '3m ) Hm
R Q2'33 each GK333
4aying 3,3'3 s<m '8urafloor' flooring R Q*33
per s<m '*,KK333
Fitting 3 "indo" frames plus glass 13m ) 13m
R QG*33 each '3G33
#e"iring; fi)ing po"er points, bo)es, etc 3H
'7verglo"' light fittings R Q1'33 each 13'33
!otal 31,G1*33
plus F.!R1G,2P 2,22H33
3G,33233
5e are sure you "ill agree that this is a very competitive estimate especially "hen you
consider that the materials "e use are of the best <uality and bac/ed by a one(year guarantee
against normal "ear and tear 5e can also promise that the job "ill be completed before the
end of February provided that no unforeseeable circumstances arise
&f you have any further <uestions, please contact ;r ! ;ills on 3K1 *33 '3'3 e)t'1, "ho, as
senior supervisor, "ill be able to give you any advice or information you re<uire, 5e loo/
for"ard to hearing from you soon
>ours sincerely,
P. Lane
0 4ane
8irector
48
;uestions
1 5here is the brief subject matter of this letter=
' 5hich department estimates this amount for the job=
3 5hy does ;r 4ane consider this a competitive offer=
1 5hat provision is mentioned if the job is to be completed in February=
2 5hat does the sign R mean=
H &s the figure Q31,G1* a net or gross total=
G 5hat is the position of ;r ;ills=
K 5hat does the e)pression normal "ear and tear mean, and "hy is it mentioned=
* 5hich "ords in the letter correspond to the follo"ingC
place of "or/
calculated
assessment
supported
problems not anticipated
3.#
2oints to remem+er
1 !he reply to an en<uiry does not only tell your customer "hether you can provide
the goods or services he has as/ed about, but also indicates "hat sort of firm you are;
"hether you are a"are, conscientious, and efficient
' .void opening "ith e)pressions li/e '5e are in receipt of your en<uiry' or '5ith
reference to your en<uiry' or '&n reply to your en<uiry' !hese openings tend to sound
rather cold
3 .void phrases li/e '5e are ta/ing the liberty of sending you S or '5e hasten to
reply to your esteemed en<uiry of the 13th inst;' you "ill sound li/e a firm that
should have gone out of business a century ago
1 &f you use e)pressions li/e '&t "as "ith the utmost pleasure that "e received S or
'5e deeply regret that "e cannot supply you "ith ', you "ill appear at best
desperate or, "orse, insincere . straightfor"ard !han/ you for' or '& "ould li/e to
than/ you forS or '& am sorry that ' is enough
2 ;a/e sure that you do not leave out information, and have supplied the printed
matter that you thin/ "ill help your customer
H .ssure your customer that you have faith in your product, "hich means that you
have to 'sell' it
G . reply to an initial en<uiry is the first impression your customer "ill have of you,
and that "ill be ho" he judges you -o a direct approach, telling the customer "hat
the product is, "hy he should buy it, ho" much it "ill cost, and "hat concessions you
4:
are offering, "ill create an impression of an efficient company that can handle his
order smoothly
K .fter you have "ritten your reply, chec/ it to ma/e sure that you have ans"ered all
the customer's <uestions, and included all the points you "anted to ma/e .s/
yourself if the letter flo"s, or seems short and sharp; if it sounds helpful, or just
informs the customer !he best test of all, of course, is to as/ yourself if you "ould
order something from a firm that has sent you the letter you have "ritten
3.%
5ords to remem+er
a representative
an adviser
a stoc/ist
a guarantor
retail price
"holesale price
net price
gross price
prices inclusive of delivery charges
to <uote a firm price
to hold a price for '1 days (firm '1 days)
F.! (Falue .dded !a))
goods e)empt from F.!
to <uote terms
fi)ed terms
negotiable terms
<uantity discount
cash discount
letter of credit
bill of e)change
sight draft
cash against documents
documents against payment
e)("or/sBe)(factory for (free on rail)
fas (free alongside ship)
fob (free on board)
c D f (cost and freight)
cif (cost, insurance, and freight)
e)(ship
franco <uay
carriage paid
57
carriage for"ard
to handle an order
to supply from stoc/
to <uote a delivery date
to meet a delivery date
to deliver a consignment
a delivery note
51
UNIT 'OU/
O/DE/S
0lacing an order (covering letters, confirming payment, discounts, delivery dates,
methods of delivery, pac/ing); ac/no"ledging an order; advice of despatch; delays in
delivery; refusing an order (out of stoc/, bad reputation, unfavourable terms, size of
order)
#.1
2lacin. an order
:rders are usually "ritten on a company's official order form (see 11' for an
e)ample) "hich has a date and a reference number that should be <uoted in any
correspondence "hich refers to the order 7ven if the order is telephoned, it must be
confirmed in "riting, and an order form should al"ays be accompanied by either a
compliment slip or a covering letter . covering letter is preferable as it allo"s you
the opportunity to ma/e any necessary points and confirm the terms that have been
agreed
!he guide belo" is for an outline of a covering letter >ou may not "ant to ma/e all
the points listed, but loo/ through the guide to see "hat could be mentioned
#.1.1
Openin.
7)plain there is an order accompanying the letter
?lease 4ind enclosed our 0rder ,o (4521 4or 25 >Clearsound> transistor recei<ers
The enclosed order H,o '154I is 4or 53 reams o4 A4 9ank paper
Thank you 4or your reply o4 14 May re&ardin& the cassettes we wrote to you a9out
-nclosed you will 4ind our o44icial order H,o (561I 4or
8our letter o4 12 0cto9er con<inced me to place at least a trial order 4or the
>Letherine> material you spoke a9out There4ore, please 4ind enclosed
#.1.2
2ayment
Aonfirm the terms of payment
As a&reed you will draw on us at 33 days, documents a&ainst acceptance, with the
documents 9ein& sent to our 9ank at
:e would like to con4irm that payment is to 9e made 9y irre<oca9le letter o4 credit
which we ha<e already applied to the 9ank 4or
0nce we ha<e recei<ed your ad<ice, we will send a 9anker>s dra4t to
and we a&reed that payments would 9e made a&ainst Cuarterly statements
#.1.3
Discounts
Aonfirm the agreed discounts
52
:e would like to thank you 4or the 33E trade discount and 13E Cuantity discount
you allowed us
*inally, we would like to say that the 25E trade discount is Cuite satis4actory
and we will certainly take ad<anta&e o4 the cash discounts you o44ered 4or prompt
settlement
Althou&h the rather low trade discount o4 15E disappointed us, we will place an
order and hope that this allowance can 9e re<iewed at some time in the near 4uture
#.1.#
Deli!ery
Aonfirm the delivery dates
#t is essential that the &oods are deli<ered 9e4ore the 9e&innin& o4 ,o<em9er in time
4or the Christmas rush
Deli<ery 9e4ore *e9ruary is a 4irm condition o4 this order, and we reser<e the ri&ht to
re4use &oods deli<ered a4ter that time
?lease con4irm that you can complete the work 9e4ore the end o4 March, as the
openin& o4 the supermarket is planned 4or the 9e&innin& o4 April
#.1.%
7et(ods o$ deli!ery
;any firms use for"arding agents "ho are specialists in pac/ing and handling the
documentation for shipping goods ,evertheless, you should still advise the firm as to
ho" you "ant the goods pac/ed and sent to ensure prompt and safe delivery, so that if
the consignment does arrive late, or in a damaged state, your letter is evidence of the
instructions you gave
and please remem9er that only air 4rei&ht will ensure prompt deli<ery
?lease send the &oods 9y 'ed Star e@press as we need them ur&ently
:e ad<ise deli<ery 9y road to a<oid constant handlin& o4 this 4ra&ile consi&nment
Could you please ship 9y scheduled 4rei&hter to a<oid any unnecessary delaysB
#.1.#
Deli!ery
Aonfirm the delivery dates
#t is essential that the &oods are deli<ered 9e4ore the 9e&innin& o4 ,o<em9er in time
4or the Christmas rush
Deli<ery 9e4ore *e9ruary is a 4irm condition o4 this order, and we reser<e the ri&ht to
re4use &oods deli<ered a4ter that time
?lease con4irm that you can complete the work 9e4ore the end o4 March, as the
openin& o4 the supermarket is planned 4or the 9e&innin& o4 April
#.1.&
53
2ac8in.
.dvise your supplier ho" you "ant the goods pac/ed ,ote, in the first e)ample, that
crates are often mar/ed "ith a sign ( a diamond, a target, a s<uare, a lion, etc ( that
can be recognized by the supplier and customer
-ach piece o4 crockery is to 9e indi<idually wrapped in thick paper, packed in straw,
and shipped in wooden crates marked KL and num9ered 1 to 6
The carpets should 9e wrapped in thick &rease%proo4 paper which is rein4orced at
9oth ends to a<oid wear 9y 4riction
The machines must 9e well &reased with all mo<a9le parts secured 9e4ore 9ein&
loaded into crates, which must 9e marked
#.1.)
Closin.
:e hope that this will 9e the 4irst o4 many orders we will 9e placin& with you
:e will su9mit 4urther orders, i4 this one is completed to our satis4action
#4 the &oods sell as well as we hope, we shall send 4urther orders in the near 4uture
# look 4orward to recei<in& your ad<ice"shipment"acknowled&ement"con4irmation
#.2
4c8no<led.in. an order
.s soon as an order is received by a supplier, it should be ac/no"ledged !his letter
can be <uite short, as the letter at 113
Thank you 4or your order ,o 33)( which we recei<ed today :e are now dealin&
with it and you may e@pect deli<ery within the ne@t three weeks
8our order, ,o 6212"1 is now 9ein& processed and should 9e ready 4or despatch 9y
ne@t week
:e are pleased to say that we ha<e already made up your order, ,o FF31" 1"5 4or53
canteens o4 >Sil<erline> cutlery, and are now makin& arran&ements 4or shipment to
'otterdam
#.3
4d!ice o$ despatc(
5hen the supplier has made up the order and arranged shipment, the customer is
informed of this in an advice !his may be done on a special form (see 41G) or in a
letter
8our order, ,o D"154"T, has now 9een placed on 9oard the SS Mitsu Maru sailin&
4rom .o9e on 16 May and arri<in& Til9ury, London, on 11 7une The shippin&
documents ha<e already 9een sent to your 9ank in London 4or collection
:e are pleased to ad<ise you that the watches you ordered% ,o ))151"24 %were put
on 4li&ht (A 165 lea<in& Aurich 1133, F Au&ust arri<in& Manchester 1333 ?lease
4ind enclosed air way9ill DC 15161"3 and copies o4 in<oice A113"3
54
?lease 9e ad<ised that your order, ,o 8#"151"C, has now 9een put on the /las&ow%
London e@press and can 9e collected at -uston station -nclosed is consi&nment note
,o 1162153 which should 9e presented on collection 8ou should contact us
immediately i4 any pro9lems arise Thank you 4or your order, and we hope we can 9e
o4 ser<ice in the 4uture
#.#
Specimen letters and $orms
#.#.1
2lacin. an order? co!erin. letter
F. Lynch & Co. Ltd.
-ate) -p. >our refC 8B 113*
Fia di 0ietra 0apa :ur refC :#87# 8#131H
3311H #oma * ;arch '332
&!.4>
.ttn ;r 8 Aausio
8ear ;r Aausio,
0lease find enclosed our order, ,o 8#131H, for men's and boys' s"eaters in assorted sizes,
colours, and designs
5e have decided to accept the 12P trade discount you offered and terms of payment viz
documents against payment, but "ould li/e these terms revie"ed in the near future
5ould you please send the shipping documents and your sight draft to ,orthminster ?an/
(Aity ?ranch), 8eal -treet, ?irmingham ?3 1-N
&f you do not have any of the listed items in stoc/, please do not send substitutes in their
place
5e "ould appreciate delivery "ithin the ne)t si) "ee/s, and loo/ for"ard to your
ac/no"ledgement
>ours sincerely,
Lionel Crane
4ionel Arane
Ahief ?uyer
7nc :rder form ,o 8#131H
!his letter follo"s on from the correspondence at '31 and 332 F 4ynch D Ao
have decided to place an order "ith -ate) -p. and are sending a covering letter
"ith the form
;uestions
55
1 &n the letter at 331 4ynch D Ao said they "ere li/ely to order over 233 s"eaters,
but their actual order is only for 123 5hat might be the reason for this=
' 6o" "ill 4ynch D Ao pay=
3 6o" soon do they "ant the s"eaters=
1 &f the s"eaters they have ordered are out of stoc/, "ould they accept substitutes=
#.#.2
Order $orm
!his is 4ynch D Ao's official order form
%5(05 'o. (5 4316
F. Lynch & Co. Ltd.
-ate) -p.
Fia di 0ietra 0apa
3311H #oma L. Crane
&!.4> .uthorizedTTTTTTTTT
Nuantity &tem description Aat
,o
0rice
cif 4ondon
23
33
33
13
F ,ec/C 33 #edB'3 ?lue
#oll ,ec/C 1H ?lac/B12 ?lue
Are" ,ec/C 12 9reenB12 ?eige
Are" ,ec/C pattern
,oteC -ubject to 2P <uantity discount
#13'
,121
,121
#211
Q13K3 each
Q *13 S
Q1H33 S
Q1'H3 S
AommentsC 12P !rade 8isc 0ymt 8B0 8el H "ee/s 8ateC * ;arch '332
;uestions
1 5hen should the order be delivered=
OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO
' 6o" "ill 4ynch D Ao pay=
3 5ho is 4 Arane=
1 5hat sort of discounts have been agreed=
56
2 &f the order "as fa)ed to -ate), "hich number "ould be used=
H 5hich reference identifies the s"eaters=
G ?esides the price, "hat other costs are covered to 4ondon=
K &f 4ynch D Ao need further correspondence "ith -ate) on this order, "hat
reference "ould they use=
#.#.3
4c8no<led.ement o$ order
Satex S.p.A.
!ele)C 'K213H
;r 4 Arane, Ahief ?uyer FsrifC :rder 8#131H
F 4ynch D Ao 4td ,srifC 8B1113
,esson 6ouse
,e"ell -treet 13 ;arch '332
?irmingham ?3 374
$,&!78 %&,98:;
8ear ;r Arane,
!han/ you for your order (,o 8#131H) "hich "e are no" ma/ing up 5e have all
the items in stoc/ and "ill be advising you in the near future
>ours sincerely,
D. Causio
8 Aausio
-ate) -p. "ill no" prepare ;r Arane's order, but in the meantime let him /no"
that the order has been received
#.#.#
4d!ice o$ despatc(
!his letter confirms that -ate) -p. have sent the order 5hen he receives this letter,
;r Arane "ill go to the ,orthminster ?an/, "here he "ill be as/ed to accept a sight
draft, ie pay a bill of e)change immediately .fter he has paid this, he "ill be handed
the shipping documents (bill of lading, insurance certificate, and commercial invoice)
so that he can collect the goods #emember, this "as a cif transaction "here the
supplier paid cost, insurance, and freight, and on a documents against acceptance
basis, ie once the bill of e)change has been accepted, the documents "ould be
handed over
57
Satex S.p.A.
!ele)C 'K213H
;r 4 Arane, Ahief ?uyer FsrifC :rder 87131H
F 4ynch D Ao 4td ,srifC 8B1111
,esson 6ouse
,e"ell -treet '* ;arch '332
?irmingham ?3 374
$,&!78 %&,98:;
8ear ;r Arane,
5e "ould li/e to advise you that your order has been shipped on the -- ;arconissa
and should reach you "ithin the ne)t ten days ;ean"hile our ban/ has for"arded
the relevant documents and sight draft for Q1,HH'H3 to the ,orthminster ?an/ (Aity
?ranch) ?irmingham
5e are sure you "ill be pleased "ith the consignment and loo/ for"ard to your ne)t
order
>ours sincerely,
D. Causio
8 Aausio
58
#.#.%
2lacin. an order
!his letter and the ne)t one follo" on from the correspondence at '33 and 333
!here are three parties involvedC the manufacturers, 9laston 0otteries; the buying
agents, -anders and 4o"e; and their principals in Aanada, ;ac%enzie ?ros 6ere,
;rs 4o"e is "riting on behalf of her principals and for"arding their order ,otice the
instructions she gives and notice that she has already phoned the manufacturer to
agree terms of payment "hich "ere not mentioned in the manufacturer's letter at
133
5:
Sanders & Lowe Ltd.
&mport and 7)port (4ondon :ffice), 0lanter 6ouse, 0rinces -treet, 4ondon 7A1 G8N
?irmingham :fficeC 'K ?radsha" -treet ?irmingham ?2 1!N !elephoneC 3G1 213 1H12
;anchester :fficeC 313 :)ford -treet, ;anchester ;'G '4# Fa)C 3G1 213 1*'2
4iverpool :fficeC 21 ?a/ers #oad, 4iverpool 43 *65 !ele)C *'K23G
-toc/port :fficeC 2 &sland #oad -toc/port -;3 1'% #eg ,o 7ngland 122131
F.! ,o 313 G331 '1
8irectorsC 45 4o"e, 8# -anders
>our refC ((((((((( :ur refC 1K2B;? 8ateC ' +u4> '332
;r + ;erton
-ales ;anager
9laston 0otteries 4td
Alayfield
?urnley ?? 13 &#N
8ear ;r ;erton,
0lease find enclosed an order (#113') from our principals, ;ac%enzie ?ros 4td, 1(
2 5hale 8rive, 8a"son, :ntario, Aanada
!hey have as/ed us to instruct you that the H3 sets of croc/ery ordered should be
pac/ed in si) crates, ten sets per crate, "ith each piece individually "rapped, and the
crates mar/ed clearly "ith their name, the "ords 'fragile', 'croc/ery1, and numbered
1(H
!hey have agreed to pay by letter of credit, "hich "e discussed on the phone last
"ee/, and they "ould li/e delivery before the end of this month, "hich should be
easily effected as there are regular sailings from 4iverpool
&f the colours they have chosen are not in stoc/, they "ill accept an alternative
provided the designs are those stipulated on the order
0lease send any further correspondence relating to shipment or payment direct to
;ac%enzie ?ros, and let us have a copy of the commercial invoice "hen it is made
up
l. lowe
45 4o"e (;rs)
7nc :rder #113'
67
;uestions
1 -anders D 4o"e have completed their job, "hich "as to find a supplier -o "ho
must 9laston 0otteries "rite to no"=
' 5hat advice has been given on pac/ing=
3 5hat method of payment has been arranged=
1 5ill substitutes be acceptable if 9laston 0otteries are out of stoc/ of any items=
2 5hy should there be no problem for 9laston 0otteries to deliver "ithin four "ee/s=
H 5hich "ords used in the letter correspond to the follo"ingC
cups, saucers, plates, etc
bo)es
61
brea/ables
made
different
stated
relevant
completed
#.#.&
4d!ice o$ despatc(
9laston 0otteries have made up the ;ac%enzie order and no" advise them
;ac%enzie ?ros, "ill already have opened a letter of credit (see *G) at their ban/,
!he Aanadian $nion !rust ?an/, in favour of their suppliers, 9laston 0otteries !he
Aanadian ban/ "ill no" "ait until they have confirmation of shipment from their
agents in 7ngland, ?urnley Aity ?an/, and "ill then transfer the money so that
9laston 0otteries can be paid
>L4STON 2OTTE/IES Ltd.
Alayfleld, ?urnley ??13 &#N
!elC 3312 1H1'2 #egistered ,o G1H1K1
!ele)C KK31GG3 F.! #egistered ,o 133 23113K
Fa)C 3312 H31K'
11 +uly '332
;ac%enzie ?ros 4td
1(2 5hale 8rive
8a"son
:ntario
A.,.8.
62
8ear -irs,
:rder #113'
!he above order has no" been completed and sent to 4iverpool 8oc/s "here it is
a"aiting loading onto the -- ;anitoba "hich sails for 8a"son, Aanada on the 1H
+uly and arrives on 33 +uly
:nce "e have the necessary documents "e "ill hand them to ?urnley Aity ?an/,
your ban/'s agents here, and they "ill for"ard them to the Aanadian $nion !rust
?an/
5e have ta/en special care to see that the goods have been pac/ed as per your
instructions, the si) crates being mar/ed "ith your name, and numbered 1(H 7ach
crate measures Hft ) 1ft ) 3ft and "eighs 2 c"t
5e managed to get all items from stoc/ "ith the e)ception of Aat ,o 91H "hich "e
only had in red ?ut "e included it in the consignment as it had the 5illo" pattern
you as/ed for
&f there is any further information you re<uire, please contact us !han/ you very
much for your order, and "e loo/ for"ard to hearing from you again soon
>ours faithfully,
J Merton
+ ;erton (;r)
-ales ;anager
;uestions
1 6o" "ill the consignment be sent=
' 5hat "ill happen to the documents once 9laston 0otteries receive them=
3 6o" have the goods been pac/ed and the crates mar/ed=
1 5hat did 9laston do about the item they could not supply=
2 5hen "ill the consignment arrive in Aanada=
H 5hich "ords in the letter correspond to the follo"ing=
made up
send
in accordance "ith
apart from
due in
#.#.)
4d!ice note
.t 21H, 9laston 0otteries advised ;ac%enzie ?ros, of despatch in a letter 6ere 8 D
63
- Aharcot use a form
D&SCharcot S.A.R.L 3,=ice ote
place du '3 aout G* ?(1333 4iege
!elC (3') 1*('13KKH
!elecopieC (3') 1*(1H2*'
!he Ahief ?uyer !he follo"ing consignment has been sent to you
Aaravela by rail today 0lease confirm receipt and <uote
#ua das .mei)oeiras 1'*1 consignment note ,o KK 1G2H1 *12
0(1G334isboa
>our order ,o 81H3 B*
;uantity >oods Description"
1doz
HK
133
1doz
Hdoz
7#9 adaptors 13 amp
8immer s"itches '23 "att
1(metre fluorescent fitting "ith defuser
+acar 1(metre e)tension leads 3/5 (3,333 "att)
13 amp point fittings
CommentsC 0aid on 0ro Forma inv ?31G1 DateC 2 -eptember '332
#.%.
Delays in deli!ery
&f goods are held up either before or after they are sent, you must /eep your customer
informed 4et him /no" "hat has happened, ho" it happened, and "hat you are
doing to correct the situation
# was surprised and sorry to hear that your consi&nment H0rder ,o (145I had not
reached you 0n enCuiry # 4ound that it had 9een delayed 9y a local dispute on the
car&o <essel SS $am9ur& on which it had 9een loaded # am now tryin& to &et the
&oods trans4erred to the SS Samoa which should sail 4or 8okohama 9e4ore the end o4
ne@t week $owe<er, # shall keep you in4ormed
# am writin& to tell you that there will 9e a three%week delay in deli<ery This is due to
a 4ire at our /reen4ord works which destroyed most o4 the machinery
,e<ertheless, your order has 9een trans4erred to our Slou&h 4actory and is 9ein&
processed there # apolo&i=e 4or the delay which was due to circumstances 9eyond our
control
:e re&ret to in4orm you that there will 9e a hold up in &ettin& your consi&nment to
you This is due to the cut in supplies 4rom /ara where ci<il war suddenly 9roke out
last week :e ha<e contacted a possi9le supplier in La&os and he will let us know i4
he can help us #4 you wish to cancel your order, you may, 9ut # think you will 4ind
most manu4acturers are e@periencin& the same di44iculties at present
#.&
/e$usin. an order
64
!here are a number of reasons for a firm refusing an order, and some of the most
common are given belo" 5hatever your reason, you must be politeC the "ords reject
and refuse have a negative tone to them, therefore it is better to use decline or turn
do"n instead
#.&.1
Out o$ stoc8
>ou may be out of stoc/ of the product ordered, or indeed you may no longer ma/e it
,ote that, in either case, you have an opportunity to sell an alternative product (see
111), but remember not to criticize the product you can no longer supply
:e are sorry to say that we are completely out o4 stock o4 this item and it will 9e at
least si@ weeks 9e4ore we &et our ne@t deli<ery, 9ut please contact us then
:e no lon&er manu4acture this product as demand o<er the past 4ew years has
declined
Thank you 4or your order 4or hea<y%duty industrial o<eralls +n4ortunately we ha<e
run out o4 the stren&thened denim style you asked 4or As you ha<e particularly
reCuested only this material, we will not o44er a su9stitute, 9ut hope we will &et
deli<ery o4 anew consi&nment within the ne@t two months :e hope you will contact
us then
:e recei<ed your order 4or AC, dynamos today, 9ut re&ret that due to a strike at the
AC, 4actory we are una9le to 4ul4il the order, and we reali=e that other models will
not suit your reCuirements $ope4ully the dispute will 9e settled soon so that we will
9e a9le to supply you 8ou can rely on us to keep you in4ormed o4 the de<elopments
#.&.2
@ad reputation
!he customer may have a bad reputation for settling their accounts or, in the case of a
retailer of, say, electrical or mechanical products, may have offered a poor after(sales
service "hich could in turn affect your reputation &n these cases, it is better to
indicate terms on "hich you "ould be prepared to accept his order, or, as in the last
three e)amples, find a diplomatic "ay of saying 'no'
:e would only 9e prepared to supply on a cash 9asis
:e only supply on payment a&ainst pro%4orma in<oice
As there is hea<y demand we ha<e <ery 4ew o4 these products in stock, and are
ser<in& on a rota 9asis #t seems unlikely that we could deli<er within the ne@t 4our
months
As our plant is closin& 4or the summer <acation we would not 9e a9le to process your
order 4or the date you ha<e &i<en There4ore, re&ret4ully we ha<e to decline it
# am sorry to say that we must turn down your order as we ha<e 4ull order 9ooks at
present and cannot &i<e a de4inite date 4or deli<ery
65
#.&.3
Un$a!oura+le terms
!he supplier may not li/e the terms the customer has as/ed for, either for deliveryC
Deli<ery could not possi9ly 9e promised within the time &i<en in your letter
Two months must 9e allowed 4or deli<ery, as we oursel<es ha<e to &et raw materials
and rely on our own suppliers
:r discountC
#t would 9e uneconomical 4or us to o44er our products at the discounts you su&&est as
we work on a 4ast turno<er and low pro4it mar&ins
The usual trade discount is 15E in this country, which is 5E lower than the 4i&ure
mentioned in your letter
The discount you asked 4or is 4ar more than we o44er any o4 our customers
:r paymentC
:e only accept payment 9y letter o4 credit
:e ne<er o44er Cuarterly terms on initial orders, e<en to customers who can pro<ide
re4erences $owe<er, we mi&ht consider this sort o4 credit once we ha<e esta9lished a
tradin& relationship
0ur company relies on Cuick sales, tow pro4its, and a 4ast turno<er, and there4ore we
cannot o44er lon&%term credit 4acilities
#.&.#
SiAe o$ order
!he <uantity re<uired might be too largeC
:e are a small 4irm and could not possi9ly handle an order 4or 23,333 units
0ur 4actory does not ha<e 4acilities to turn out 33,333 units a week
!he <uantity re<uired might be too smallC
:e only supply orders 4or 9all pens 9y the &ross, 9ut su&&est you try a stationery
wholesaler rather than manu4acturer
The shirts we manu4acture are sold in one colour and 9y the do=en :e ne<er sell
indi<idual &arments
0ur 4actory only sells material 9y 33%metre rolls which cannot 9e cut up
#.)
Specimen letters
#.).1
Panton Manufacturing Ltd.
0anton 5or/s, 6ounslo", ;iddlese), !5H '?N
!elC 3K1 323 31'2 #egistered ,o 7ngland 'HH132
!ele)C '1211
Fa)C 3K1 323 HGK3
66
;r 6 ;ajid, Kth :ctober '332
;ajid 7nterprises,
9rant #oad,
?ombay,
&,8&.
8ear ;r ;ajid,
& am "riting to you concerning your order, ,o A$ 1121Bd "hich you placed four "ee/s ago
.t that time "e had e)pected to be able to complete the order "ell "ithin the delivery date
"e gave you "hich "as 1K +une, but since then "e have heard that our main supplier of
chrome has gone ban/rupt
!his means that "e have to find another supplier "ho could fulfil all the outstanding
contracts "e have to complete .s you "ill appreciate this "ill ta/e some time, but "e are
confident that "e should be able to arrange to get our materials and deliver consignments to
our customers by the middle of ne)t month
!he units themselves have been assembled and simply no" need completing
5e regret this unfortunate situation over "hich "e had no control and apologize for the
inconvenience &f you "ish to cancel the order it "ould be <uite understandable, but "e stress
that "e "ill be able to complete delivery by ne)t month and "ould appreciate it if you could
bear "ith us till then
0lease let us /no" your decision as soon as possible !han/ you for your consideration
>ours sincerely,
D. Panton
8 0anton
;anaging 8irector
Delay in deli!ery
;uestions
1 5hy haven't 0anton completed the order=
' 6o" do they intend to overcome the problem=
3 5hen do they no" e)pect the order to be completed=
1 Aan ;ajid 7nterprises cancel the order if they "ant to=
2 5hat is the 'decision' referred to in the last paragraph=
H 5hich "ords in the letter correspond to the follo"ing=
"ith reference to
finish
complete
certain
put together
67
trouble
tolerate the situation
#.).2
SP Wholesalers PLC SP Wholesalers PLC
:ld ;eado" #oad, %ing's 4ynn, ,orfol/ 0733 125
!elephoneC %ing's 4ynn H3K11 AableC -0:47 !ele)C 321'11
;r 7 van 9ellen
131 0lace #oget #efC 8>B;4
?(1'13 ?russels
G ;ay '332
8ear ;r van 9ellen,
!han/ you for your order, ,o 6$1111*, "hich "e received today $nfortunately, "e do not
feel that "e can offer the trade discounts "hich you have as/ed for, viz 32 per cent as "e
only allo" a '2 per cent trade discount to all our customers regardless of the Nuantity they
buy
:ur prices are e)tremely competitive and it "ould not be "orth"hile supplying on the
allo"ance you have as/ed for !herefore, in this instance, & regret that "e have to turn do"n
your order
>ours sincerely,
D. or!
8 >or/
/e$usin. an order
;uestions
1 5hy is the order being refused=
' 6o" does ;r >or/ generalize his refusal=
3 5hat is the implication of 'in this instance' in the last sentence=
#.*
2oints to remem+er
1 7ven if you use an official order form "hen placing an order, send a covering letter
confirming terms of payment, discounts, delivery, and pac/ing
' :rders should be ac/no"ledged as soon as received
3 5hen sending an advice, e)plain ho" the goods are being sent and let your
customer /no" ho" to identify the consignment
1 &f there are problems "ith delivery, tell your customer immediately "hat you intend
to do to correct them .pologize for the inconvenience
2 &f turning an order do"n, be polite, and generalize the terms you use so that the
customer does not thin/ this refusal only applies to him
68
#.,
5ords to remem+er
a trial order
a provisional order
a firm order
to place an order
to confirm an order
to ac/no"ledge an order
to accept an order
to refuseBrejectBturn do"n an order
to fillBfulfilBma/e upBcompleteBmeetBsupply an order
to deliver an order
to cancel an order
an order form
a compliment slip
a covering letter
an invoice
a pro(forma invoice
an advice of despatch
a consignment note
terms of payment
trade discount
<uantity discount
cash discount
ban/er's draft
sight draft
bill of e)change
to dra" a bill on a customer
irrevocable letter of credit
<uarterly statements
long(term credit facilities
shipping documents
air "aybill
bill of lading
insurance certificate
commercial invoice
goods in stoc/
goods out of stoc/
to pac/ goods in crates
to ship goods
to arrange shipment
6:
a for"arding agent
air freight delivery date
77

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