Unit 4 Enquiries and Replies【Unit objectives】Upon completing this unit, you will be able to write enquiries and replies to enquiries effectively. To achieve this goal, you should be able to1)Understand essential qualities of effective enquiries.2)Write clear, well-structured requests for information.3)Write direct, courteous and helpful answers to enquiries.【Background information】International business negotiation involves four stages: enquiry, offer, counter-offer and acceptance. Among them, offer and acceptance are the two necessary stages which are required for the conclusion of a sales contract.Business negotiation usually begins with enquiry. Enquiries are usually made by the buyer, enquiring the seller about the terms of a sale, such as quality, price, delivery time, terms of payment and other terms, and/or making requests for catalogues and samples of the goods. A seller may also initiate the negotiation by making an enquiry to a buyer, stating their intention of selling a certain kind of goods according to the stated terms and conditions.An enquiry is binding neither on the seller nor on the buyer no matter who makes the enquiry. But it is advisable for the receiver of the enquiry to reply promptly with in a polite and helpful way.【Tips for writing effective enquiries】★Enquiries should be brief, clear, specific, courteous and reasonable.★Begin directly with the objective – a request for specific information, including specifications, prices, quantity, terms of payment and delivery time, etc.★If two requests are involved and the second one is going to cost the reader more, make the second request in a tactful way by using formal expressions such as “It would be very helpful if you could…”or“We would find it more helpful if you could …”.【Tips for writing effective replies to enquiries】★Replies to enquiries should be prompt, friendly, complete and helpful.★In reply to an enquiry, begin with favorable answers. When two or more requests are involved, begin by answering one of them – preferably the most important. ★Skillfully handle the unfavorable responses by placing bad news in the middle of the message rather than at beginnings and ends, and giving necessary explanation before the bad news so as to prepare the reader for the negatives.★I n case the goods enquired for are not available, introduce other products as substitutes.★Introduce other products you handle to broaden the buyer’s interest.★End with goodwill.【Group Work】Read the following enquiry and have group discussions about the following questions:1.Do you think it is an effective enquiry? Why/ Why not?2.What could you do to improve it? Please try to rewrite it.【Sample letters】Letter 1 First enquiry from the buyerDear SirsWe have your name and address from the Commercial Counselor’s Office of the Chinese Embassy in U.S.A. We are interested in hand-made gloves in a variety of genuine leather. There is large demand in our area for gloves of high quality and good prices can be obtained. (Say how you obtained the reader’s address and describe your interest, giving the reader an incentive to reply.)Will you please send us a copy of your catalogue and price list for gloves, with details of your prices and terms of payment? We would find it more helpful if you could send us a set of samples of the various leather of which the gloves are made. (State the enquiry – two requests. The second request is going to cost the reader more, so it is made tactfully.)Yours faithfullyLetter 2 Reply to Letter 1Dear SirsWe thank you for your enquiry of June 20th. We sent you today by separate post a copy of our illustrated catalogue and price list for gloves, with samples of some of the skins we regularly use in our products. (Acknowledge the enquiry and state what action you are taking to be helpful. Make favorable response first. )As such skins as chamois and doeskin are not available now, we cannot send you a full range of samples, but you may take it that these skins are of the same high quality. (Place unfavorable response in the middle of the message. Explain why you have not been able to meet the second request in full.)Mr. Zhang, our sales representative, will visit you next month. He has with him a full range of our goods. After you have examined our products, you will agree that the quality of the materials used and the high standard of craftsmanship will appeal to the most selective buyers. (Add details of a follow-up action and give favorable comments on the goods.)We also make a wide range of hand-made leather handbags in which you may be interested. They are fully illustrated in the catalogue and are of the same high quality as our gloves. Mr. Zhang will show you the samples. (Broaden the reader’s interest in handbags, hoping to sell additional products.)We look forward to your order. (End with an expression of hope.)Yours sincerelyLetter 3 An enquiry from the sellerDear Sir or Madam:Enclosed is a brochure of the latest designs of our handbags. They are for western customers and we believe these goods will be popular in your market.We can supply you with any of these goods in four weeks but we cannot promise anything definite beyond that period because of the heavy demand for them.On orders for more than 10000 pieces we would allow a special discount of 5%.We look forward to your specific enquiry.Yours faithfullyLetter 4 A specific enquiryDear SirsWe have received the catalogue and samples for your tableware. We would like to have your lowest offer on the terms and conditions stated below:Name of the Commodity: Stainless Steel TablewareQuantity: 5000 setsPrice Term: CIF KobeTerms of Payment: By irrevocable Letter of Credit payable at sightTime of Shipment: June/July, 2009We hope you will reply soon.Yours faithfully【Useful expressions】(1) to take/have interest in …:“We take interest in your canned goods and wish tohave the catalogues.”(2) to be interested in …: “We are interested in bicycles of various sizes and pleasesend us a copy of your illustrated catalogue with details of the prices and terms of payment.”(3) to enquire for …: “A client of mine enquires for 100 cases of Black Tea.”(4) to make/send enquiry fo r…: “Upon receipt of your catalogue, we will makeenquiry for the items which are of interest to us.”(5) to have an enquiry for …: “We have an enquiry for 50 tons of chemicalfertilizer.”(6) to send one’s quotation for …: “Please send us your best CIF quotation forsewing machines.”(7) to state terms of payment and …: “When quoting, please state t erms of paymentand time of delivery.”(8) to send sb. particulars of …: “We have seen your advertisement in China’sForeign Trade. It would be helpful if you will send us particulars of bed sheets and pillowcases.(9) to allow sb. a special allowance (discount) on/for…:“Will you please allow us aspecial allowance on annual total purchase of above USD5,000,000.00?”(10) to welcome one’s enquiry:“We welcome your enquiry of May 26th, 2008 andthank you for your interest in our products. We specialize in this line of business.”(11) to thank sb. for one’s enquiry for…: “We thank you for your enquiry of Feb. 2.W e are in good connections with the best manufacturers in the country.”(12) to enclose a catalogue and a price list: “We enclose our catalogue and a pricelist giving details you asked for.”【Group work】Read the following enquiry and have group discussions about the following questions:1. Do you think it is an effective enquiry? Why/ Why not?2. What could you do to improve it? Please try to rewrite it.Dear SirsYour letter has been received with thanks and we have the pleasure of learning that you are exporters of Chinese Silk Piece Goods. Your intent to establish business connections with us happens to coincide with ours. At present, we are interested in Crepe Georgette and please send us details of your various ranges. We also need a full set of cut samples. When replying, please state your terms of payment and discount you would allow on purchases of quantities of not less than 100000 yards of each item. Prices quoted should include insurance and freight to London.Yours faithfully题目02.交易磋商, 04.单据题, 第2/2题标题Enquiry描述Directions: You are Arthur Grey & Son Ltd. who is in the market for table-cloths. Now you need to send an enquiry to Shanghai Textiles Import and Export Corporation with the following details:1) stating how you have come to know Shanghai Textiles Import and Export Corporation;2) making an enquiry for their table-cloths;3) giving an introduction to yourselves;4) making a request for some samples.April 5,2012Shanghai Textiles Import and Export CorporationShanghaiChinaDear Sirs,We learn from the Commercial Counsellor's Office of our Embassy in your country that you are large exporter of table-cloth.We would like you to send us details of your various ranges,including sizes、colors and prices,and also samples of the different qualities of material used.We are large dealers in textiles and believe there is a promising market in our country of the kinds table-cloth.When replying, please state your terms of payment and the related banks. Prices quoted are on CIF basis.Yours faithfullyArthur Grey & Son Ltd.ManagerIt is not an effective enquiry. Because enquiries should be brief, concise, specific, courteous and reasonable. While in this enquiry, it is not courteous at all. Here is a rewritten one.Dear sirsWe are glad to receive your letter and learn that you are exporters of Chinese Silk Piece Goods. We have much pleasure in establishing business connections with you. Now, we are interested in Crepe Georgette. Will you please send us details of your various ranges and a full set of cut samples?When replying, please state your terms of payment and discount you would allow on purchases of quantities of not less than 100000 yards of each item. Prices quoted should include insurance and freight to London.Yours faithfullyManagerApril 5,2012Shanghai Textiles Import and Export CorporationShanghaiChinaDear Sirs,We learn from the Commercial Counsellor's Office of our Embassy in your country that you are large exporter of table-cloth.We would like you to send us details of your various ranges,including sizes、colors and prices,and also samples of the different qualities of material used.We are large dealers in textiles and believe there is a promising market in our country of the kinds table-cloth.When replying, please state your terms of payment and the related banks. Prices quoted are on CIF basis.Yours faithfullyArthur Grey & Son Ltd.Manager。
