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Quoting dell very date

If the enquiry specifies a delivery date, confirm that it can be met, or if not, suggest an alternative date. Do not make a promise that you cannot keep as it will give you a bad reputation. If a delivery time is a condition of ordering, the customer could reject the goods or sue you if you break the contract.

—... and we are pleased to say that we can deliver by November 1, so you will have stock

for the Christmas sales period.

— As there are regular sailings from Liverpool to

New York, we are sure that the consignment will reach you well within the time you specified.

—We have the materials in stock and will ship them immediately we receive your order.

—As there is a heavy demand for fans at this time of year, please allow at least six weeks for

delivery

— We would not be able to deliver within two weeks of receipt of order, as we would need time to prepare the materials. However, we could guarantee delivery within four weeks.

Fazed terms and negotiable terms

You can quote terms in two ways: state your price and discounts with no room for negotiation, or suggest the customer could

discuss them. In the two examples below, the writers make firm quotes, indicating that methods of payment and discounts are fixed.

— All list prices are quoted FOB Southampton and are subject to a 25% trade discount with payment by letter of credit

— The prices quoted are EXW, but we can arrange freight and insurance (cif Hong Kong) if required. However, unless otherwise stated, payment should be made by 3o-day bill of exchange, documents against acceptance.

In the next two examples, the use of the adverbs normally and usually soften the tone of the statements to indicate that, although the company prefers certain terms, these can

be discussed. In the final example the supplier softens the tone further by asking the customer to confirm whether or not the arrangement is satisfactory.

—We usually offer an 18% trade discount on

FOB prices, and would prefer payment by irrevocable letter of credit.

—Normally we allow a 23% trade discount off net prices with payment on a documents against payment basis. Please let us know if this arrangement is satisfactory.

Giving an estimate

Companies which are asked to give an estimate for a particular job may include the estimate in tabulated form in a letter r›see page 59. More often, however, they will send their official estimate form with a covering letter.

—As you know, our representative has visited your factory to discuss your proposed extension, and I now have pleasure in enclosing our official estimate.

—The enclosed estimate covers labour and parts and carries a six-month guarantee on all work completed.

53

Reply to a request for a catal sue and price list

>See page 42 for

the request.

Reply to a request for a prospectus

p-See page 42 for

the request.

Reply to a request for general information

>See page 42 for

the request.

Dear Mr Raval

Thank you for your enquiry of 31 January. We enclose our Spring Catalogue and current price list quoting CIF prices Le Havre.

We would like to draw your attention to the trade and quantity discounts we are offering in our Special Purchases section on pp.19-26, which may be of particular interest to you.

Please contact us if we can be of any further help.

Yours sincerely

Tug. Hoad

Tim Hoad

Dear Ms Iwanami

Please find enclosed our prospectus covering courses from July to December. Details of fees and accommodation in London for that period are covered in the booklet 'Living in London' which accompanies the prospectus.

At present we still have places available for students taking the English for Business Executives course beginning in July, but would ask you to book as soon as possible so that we can reserve a place for you and arrange accommodation with an English family.

We are sure you will enjoy your stay here and look forward to seeing you.

Yours sincerely

M.P rerst °Pt,

M.Preston (Ms)

Dear Mr Wymer

Thank you very much for your enquiry. I enclose a catalogue giving detailed information about our heavy goods vehicle tyres, including the impressive results we have achieved in rigorous factory and track tests. Please note especially the items on safety and fuel economy—the main selling points of this product.

With regard to trade discounts, we can offer 25% off list prices to bona fide retailers and wholesalers, with quantity discounts for orders over £20,000.00.

We would be pleased to supply any further information you require.

Yours sincerely

Dwell/ Treat/tie&

Darren Treadwell

Dear M. Gerard

Thank you for your enquiry of 12 May in which you asked about the CDs we advertised in this month's edition oflectron'.

I can confirm that they are of high quality, and suitable for domestic recording. They are 'Kolby' products, a brand name you will certainly recognize, and the reason their prices are so competitive is that they are part of a consignment of bankrupt stock that was offered to us.

Because of their low price, and the small profit margin, we will not be offering any trade discounts on this consignment. But we sell a wide range of electronic and computer products and have endosed a price list giving you details of trade, quantity, and cash discounts.

We have sent, by separate post, samples of the advertised CDs and other brands we stock, and would urge you to place an order as soon as possible as there has been a huge response to our advertisement. Thank you for your interest.

Yours sincerely

R. gaiack

(Herr) R. Gerlach Sales Director

Enc. price-list

Catalogues and

samples

M. Gerard wrote to R.G.

Electronics to enquire about cos ►see page 43. He implied that his store was a large one,that he was only interested in high-quality products, and that he might place a substantial order.This is the reply.

lellUras' the product

This is a reply to the buying agent who emailed Glaston Potteries o-seepage 44 on behalf of her principals in Canada. As the agent made

no reference to any particular line of chinaware she was interested in, and did not mention terms, this reply takes the form of a sales letter.

Dear Ms Lowe

We were pleased to receive your enquiry today, and are enclosing the catalogue and price list you asked for.

You will see that we can offer a wide selection of dinner and tea services ranging from the rugged 'Greystone' earthenware breakfast sets to the delicate 'Ming' bone china dinner service. You can choose from more than fifty designs, which include the elegance of 'Wedgwood', the delicate pattern of 'Willow, and the richness of 'Brownstone' glaze.

We would very much like to add your clients to our worldwide list of customers, and could promise them an excellent product with a first-class service. We would be glad to accept orders for any number of pieces, and can mix sets if required.

You will see that our prices are quoted CIF to Eastern Canadian seaboard ports and we are offering a specia110% discount off all net prices, with delivery within three weeks from receipt of order.

If there is any further information you need, please contact us, or go to our website at the address above. Once again thank you for your enquiry.

Yours sincerely

j.Mertoti.,

J.Merton (Mr) Sales Manager Enc.

Registered No.716481

VAT Registered No.133 5343108

1 How does Mr Merton draw attention to his company's many products?

56

2 How does he imply that his company has an international reputation?

3 What terms for delivery do Glaston Potteries quote?

4How does he encourage further enquiries?

5Which words in the letter have a similar meaning to the following?

a range

b select

c time when order received

Fi16 : :..Edit • yiew..2..i.-7.,Inprt.:,.:.FOrrriat.:....:;:iTools . Actions

777-7.7777'

Dear Sr Monteiro

Thank you for your email. I regret to say that we are out of stock of K153 and K157 units, and do not expect another delivery until later this month.

We are currently testing a consignment from Taiwan, but these do not have a Belgian Standards Institute stamp of approval and we would like to complete our tests before putting them on the market. We will contact you again as soon as our testing is completed, or when the units you requested are available, whichever date is the earlier.

Diane Charcot (Mme)

Manager

D & S Charcot S.A.R.L.

place du 20 aoCit 79, B-4000, Liege Tel: (+32) 49-240886

Telecopie: (+32) 49-16592

Email: d.charcot@dscharcot.co.be

fifering an alternative

A wholesaler is out of stock of the adapters that her customer has asked for, so she offers a substitute. However, the new product has not yet been tested and she knows nothing about its performance or safety.

57

Ouotation tams

This is a reply to the general enquiry in which Mr Crane, Chief Buyer at F. Lynch & Co, asked for certain concessions

45. Notice how Sig. Causio of Satex does not turn down his requests but makes a counter-offer.

Dear Mr Crane

We were pleased to receive your enquiry, and to hear that you liked our range of sweaters. We can confirm that there would certainly be no trouble in supplying you from our wide selection of garments.

We can offer you a quantity discount, which would be 5% off net prices for orders over £2,000, but the usual allowance for a trade discount in Italy is 15%, and we always deal on payment by sight draft, cash against documents. However, we would be prepared to review this once we have established a firm trading association with you.

Enclosed you will find our summer catalogue and price list quoting prices c IF London. We are sure you will find a ready sale for our products in England, as have other retailers throughout Europe and America, and we hope very much that we can reach agreement on the terms quoted. Thank you for your interest. We look forward to hearing from you soon.

Yours sincerely

D.Causio

D.Causio (Sig.) Sales Director

Encs.

1 Does Sig. Causio agree to all Mr Crane's requests concerning discounts?

2 What sort of payment does he ask for?

3 What does he

suggest about the method of payment in the future?

4 What is enclosed with the letter?

5 How does Sig. Causio indicate that his company deals

internationally?

6 Which words in the letter have a similar meaning to the following?

a bill paid on presentation

breconsider

clink or connection

Estimate for refitting Superbuys' Halton Road Branch

Our Surveyor, John Pelham, visited the above premises on Wednesday 16 June, and our costing department have now worked out the following estimate for fixtures and fittings. This includes materials and labour.

Fitting 200m of 'Contact' shelving in main shop and store room @ £35.00 per metre

Erecting 13 steel stands plus shelves 23m x 6m @ £110.00 each

Laying 3,320 sq.m.'Durafloor' flooring @ £18.00 per sq.m.

Rewiring; fixing power points, boxes, etc. 36 'Everglow' light fittings @ £28.00 each.

We feel sure you will agree that this is a very competitive estimate, bearing in mind that we use top-quality materials backed by a one-year guarantee. We can also confirm that the job will be completed before the end of February provided that no unforeseen circumstances arise.

If you have any further questions, please contact our Senior Supervisor, Mr Terry Mills, on the above number, ext. 21.

We look forward to hearing from you soon. Yours sincerely

1 What is the subject of this letter?

2 Is the figure £69,418 a net or a gross total?

3 Why does Mr Lane consider this a competitive offer?

4 What might prevent the job from being completed in February?

5 What is Mr Mills's job title?

Reg:London 481629

VAT: 314651928

6Which words in the letter have a similar meaning to the

following?

abuildings

bcalculated

csupported

An esUmate

This example illustrates an estimate sent in tabulated form in the body of a letter. It refers back to the exchange of email messages

o.see pages 23-24, when Wembley Shopfitters

said they would send

their surveyor to provide

an estimate for this job.

Points to remember

1 In salutations, use the customer's name rather than Dear Sir /Madam.

2 Let the customer know early in the letter whether or not you can help them.

3 Make sure that you have supplied all the information you think will help your customer including, if relevant, catalogues and price lists.

4 Thank the customer for contacting you, and encourage further enquiries.

5 When giving a customer a quotation, in addition to the price quote transport and insurance costs, any discounts, method of payment, and delivery date.

6 Do not promise a delivery date that you cannot keep.

PLACING AN ORDER

O

Orders are usually written on a company's official order form

which has a date and a reference number that should be quoted in any correspondence referring to the order. If the order is telephoned, it should be confirmed in writing, and an order form should always be accompanied by either a c

or a A covering letter is preferable as it allows you the opportunity to make any necessary points and confirm the terms that have been agreed.

The guide below is for an outline of a covering letter. You may not want to make all the points listed, but look through the guide to see what could be mentioned.

Opening

Make it dear that there is an order accompanying the letter.

—Please find enclosed our Order No. B452ifor 25 tlearsound' transisto r receivers.

—The enclosed order (No. 8154) is for5o packets of A4 copier paper.

—Thank you for your reply of 14 May regarding our email about the mobile phones. Enclosed

you will find our official order (No. 13561) for...

— I would like to place a trial orderfor the

'Letherine' material we discussed at the trade

show last month. Please find enclosed ...

Payment

Confirm the TERMS OF PAYMENT.

—As agreed you will draw on us at 3o days, D/A, with the documents being sent to our bank, The National Mercantile Bank ...

—We would like to confirm that payment is to be made by irrevocable letter of credit, which we have already applied to the bank for.

—Once we have received your advice, we will send a bank draft to...

—... and we agreed that payments would be made against quarterly statements ...

Discounts

Confirm the agreed discounts.

—We would like to thank you for the 3o% trade discount and 10% quantity discount you allowed us.

—Finally, we would like to confirm that the

25% trade discount is quite satisfactory

—... and we will certainly take advantage of the cash discounts you offered for prompt settlement.

—Although we anticipated a higher trade discount than 15%, we will place an initial order and hope that the discount can be reviewed in the nearfuture.

Delivery

Confirm the delivery dates.

—It is essential that the goods are delivered before the beginning of November, in time for the Christmas sales period.

—Delivery before 28 February is a firm condition of this order, and we reserve the right to refuse goods delivered after that time.

—Please confirm that you can complete the work before the end ofMarch, as the opening of the store is planned for early April.

1eth©s off delivery

Many companies use

>see page 199 who are specialists in packing and handling the documentation to SHIP goods. Nevertheless, to ensure prompt and safe delivery, it is a good idea to advise the company on how you want the goods packed and sent. This means that if the consignment arrives late, or in a damaged state, your letter is evidence of the instructions you gave.

—... and please remember that only airfreight will ensure prompt delivery

—Please send the goods by express freight as we need them urgently

—We advise delivery by road to avoid constant handling of this fragile consignment.

—Could you please ship by scheduled freighter to avoid any unnecessary delays?

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