75. What is usually asked in the body of an inquiry?

In the body is usually asked for the following: catalogues, price-lists, prospectuses, details, samples, patterns, demonstrations, suggesting terms, methods of payment, discounts, goods on approval or on sale or return.

76. . What does the phrase “businessmen give replies to enquiries precedence over all other letters” mean?

It must be taken into account that the client may need the goods rather urgently and that he has written more than one letter. Of course he will consider those replies first that come first.

77. What should you do if you receive an enquiry erroneously?

Should you receive a letter of inquiry erroneously, or have neither the information requested nor the authority to reply, forward it on to the person in your company who does. Attach a memo to that person explaining your reason for forwarding the letter.

78. What are the parts of a reply to an enquiry? Characterize them

Opening Thank the writer for his/her enquiry. Mention the date of his/her letter and quote any other references that appear.

Confirming that you can help Let the writer know as soon as possible if you have the product or can provide the service he/she is enquiring about. It is irritating to read a long letter only to find that the firm cannot help.

Sell your product Encourage or persuade your prospective customer to do business with you. A simple answer that you have the goods in stock is not enough. Your customer might have made ten other enquiries, so remember it is not only in sales letters that you have to persuade. Mention one or two selling points of your product, including any guarantees you offer..

Suggesting alternatives You should be especially tactful if for some reason or other you cannot comply with the request of the would-be customer. In any case you should do your best in order not to rebuff him. You may draw his attention to other lines of trade. They ought to be equivalent, of course. But do not criticize the product he originally asked for

Referring the customer elsewhere It is possible, of course, that you may not be able to handle the order or answer the enquiry. Your correspondent may be asking about a product you do not make or a service you do not give. If this is so, tell him and if possible refer him elsewhere.

Catalogues, price-lists, prospectuses, samples Make sure that you enclose current catalogues and price-lists if you are sending them. And if prices are subject to change, then let your customer know. It is bad policy to suddenly send a letter telling him that prices have been increased by 10% after you have quoted a firm price. And if you are sending samples, let your customer know they will follow the letter immediately by separate post.

Demonstrations, representatives, showroom visits Certain products, e.g. heavy equipment, machinery, installations, may need demonstrating. In these cases the company might send a representative or adviser if equipment is to be installed. They could, however, suggest that the customer visits their agent in his own country, or a stockist with a showroom.

Closing Always thank the customer for writing to you. If you have not done so in the beginning of the letter, you can do so at the end. You should also encourage further enquiries.

79. What should be mentioned in a quotation?

When a manufacturer, wholesaler or retailer quotes a price, he may or may not include other costs and charges such as transport, insurance, and taxes (e.g. in the UK, Value Added Tax or VAT). Prices which include these extra costs are known as gross prices; those which exclude them are known as net prices.

80. Are the prices quoted always legally binding

A firm's quotation is not necessarily legally binding, i.e. they do not always have to sell you the goods at the price they quoted in their reply to an enquiry. However, when prices tend to fluctuate, the supplier will add a provision to their quotation stating that their prices are subject to change. If the company makes a firm offer, it means they will hold the goods for a certain time until you order, e.g. firm 14 days. Again, this is not legally binding, but suppliers generally keep to their offer to protect their reputation.

What types of discounts do you know?

82. What main Incoterms do you know?

The International Chamber of Commerce uses a set of terms for delivery in overseas contracts - these are called Incoterms. Their use is optional, but deals are much clearer if contracts are subject to Incoterms 1990.

83 . What is a counter-proposal?

The Counter Proposal is a commercial document used to request someone to change (negotiate) terms indicated in the previous proposal (offer).

84. What terms might you not agree to?

- prices

- discounts

- delivery terms (time, methods)

- methods of payment, quantity

85.What are the two ways of quoting terms?

It is possible to quote terms in two ways: by stating your price and discounts without leaving room for negotiation, or suggesting that the customer could write again and discuss them. (Можно процитировать условия двумя способами: указав цену и скидки, не оставляя места для переговоров, или предложив клиенту снова написать и обсудить их.)

86. Complaints

The letter must contain all the necessary information regarding this service or product. Write the full name and description of the product, the date of purchase or indication of the service, etc. Your goal is to explain all the details, but not to overload the letter with unnecessary details. In addition, you must specify your wishes, conditions and deadlines for troubleshooting.

Before complaining, make sure that you are right. A complaint letter can be emailed or faxed if errors are minor. If the complaint is much more serious, then it is better to send it in an envelope by mail

(Письмо должно содержать всю необходимую информацию, касающуюся данной услуги или товара. Напишите полное название и описания товара, дату приобретения или указания услуги и т.д. Ваша цель – объяснить все детали, но не перегружать письмо ненужными подробностями. Кроме того, необходимо указать ваши пожелания, условия и сроки устранения проблем.

Перед тем, как жаловаться, точно убедитесь, что вы правы. Письмо-жалобу можно послать по электронной почте или по факсу, если ошибки незначительны. Если же жалоба намного более серьезна, то ее лучше отправить в конверте по почте)

НЕ откладывайте и составляйте жалобу, как только вы обнаружили причину. Не оттягивайте время и не просите извинения в письме, потому что это ослабляет вашу позицию. Поэтому нормальным началом такого делового письма будет:

We would like to inform you that…

I am writing to complaint about the…

В деловом английском языке нет места эмоционально окрашенным словам типа disgusted, infuriated, amazed. Ваше неудовлетворение лучше передать фразами:

This is the fourth time this mistake has occurred…

Please ensure us that this kind of problem won’t arise again.

Не стоить быть грубым в письме-жалобе, это ничего вам не даст, лишь испортите деловые отношения. Не используйте предложения типа:

You made an error,

You don’t understand the terms.

Заменяйте их пассивными, безличными структурами:

There seems to be a misunderstanding…

Не используйте слова fault, blame (it’s your fault, you are to blame, It’s a blame of your accounts department) – они грубы и звучат по-детски. Вместо этого напишите:

The mistake could not appear here, and must be connected with the accounts department.

Если вы догадываетесь, как именно была допущена ошибка, вежливо сообщите об этом. Иногда вы сможете решить проблему даже быстрее, чем компания, с которой вы имеете дело.

87. What is a complaint, its objective and scope? (жалоба, цель и обьемы)

A complaint letter, also known as a claim, advises a business that an error has been made or that a defect has been discovered.

The objective is to provide detailed information regarding the error or defect and to request some sort of compensation for defective or damaged merchandise or for inadequate or delayed services.

The scope of a complaint letter should include only the relevant facts validating your claim and a request that appropriate corrective steps should be taken. The scope may also detail the options that you are willing to accept in satisfaction of the claim. (Письмо с жалобой, также известное как претензия, сообщает компании, что была допущена ошибка или обнаружен дефект.

Цель состоит в том, чтобы предоставить подробную информацию об ошибке или дефекте и запросить какую-либо компенсацию за дефектный или поврежденный товар или за неадекватные или задержанные услуги.

Объем письма-жалобы должен включать только соответствующие факты, подтверждающие вашу претензию, и запрос о принятии соответствующих корректирующих мер. Объем может также детализировать варианты, которые вы готовы принять для удовлетворения претензии.)

88. The essential rule in writing complaints

The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an adversary. (Основное правило при написании письма-жалобы - сохранять равновесие и дипломатичность независимо от того, насколько оправдан ваш захват. )

89. What grammar structures are preferable?

Do not use sentences like : “You must correct your mistake as soon as possible.” · “You made an error on the statement.” · “You don't understand the terms of discount. We told you to deduct discount from net prices, not c. i. f. prices.”

Use the passive and impersonal structures : The mistake must be corrected as soon as possible.” · “There appears to be an error on the statement.” · “There seems to be some misunderstanding regarding terms of discount. Discount is deducted from net prices, not c.i.f. prices.”

90. What may complaints arise from?

Complaints may be of several kinds, and may arise from delivery of damaged goods, wrong goods, or too few or too many goods.

91. What are the parts of complaints? Characterize them.

1) Introduction: you should identify the reason you are writing for.

2) Background (explaining the problem): This paragraph provides the first part of the narration of the problem. It essentially tells a story with specific details and dates specifying the nature of the complaint.

3) Suggesting a solution: This part contains the request for compensation, which is preceded by some justification for that compensation.

4) Closing: move to a conciliatory tone here in this final paragraph. Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten.

5) Enclosures: any documents which you consider necessary to be enclosed (e.g. receipt)

92. Adjustments

93. the objective of an adjustment

The objective is to inform a customer of a corrective measure that will resolve an unsatisfactory situation.

94. The rules for writing adjustments

First the correspondent must find out whether the complaint is justified or not. If that cannot be ascertained within a few days, he should write the customer immediately that he is investigating and will send a full reply soon.

· Replies must always be courteous;

· If the complaint is justified, the sellers should at once apologize to the buyers and offer a suitable compensation or indemnification or suggest a solution.

· If on making a claim the buyers have offered to keep the goods, the sellers will probably agree to this and to a price reduction.

95. The parts of adjustments

1) Opening

2)Explaining the mistake

3)Getting time to investigate the complaint

4)Solving the problem

5)Rejecting a complaint

6)Closing

96. the ways of correcting mistakes which have been made

97. The reasons for rejecting complaints

1) You see no difference between the articles returned by your customer with your samples

2) The product (e.g. machine) has not been maintained or used in a proper way which is described in the instruction booklet

3) The loss in weight was clearly caused by pilferage

4) the cases have been stored and handled carelessly

5) This claim should be forwarded to the Insurance Company

92. ADJUSTMENTS - Replies to complaint letters, often called letters of “adjustment” or “compensation letter”. The objective is to inform a customer of a corrective measure that will resolve an unsatisfactory situation. It also serves as a legal document notifying the recipient that the complaint has been received and is being properly handled.

96 . the ways of correcting mistakes which have been mad

When the sellers are the first to discover that a mistake has been made they should not wait for a complaint, but should write or telephone at once to let the buyers know, and either put the matter right or offer some compensation.

If on making a claim the buyers have offered to keep the goods, the sellers will probably agree to this and to a price reduction