Organização administrativa de vendas (Unit 0386)

AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS CURSO EFA – Vendas

LÍNGUA ESTRANGEIRA – INGLÊS

0386 – Língua Inglesa – Organização administrativa da venda

AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

TYPES OF BUSINESS LETTERS There are a number of types of business letters in English. Accomplished speakers of English also need to be able to write the following types of business letters to be successful in business. Begin with a clear understanding of business letter writing basics Once you've understood basic layout styles, standard phrases, salutation and endings, continue to improve your business letter writing skills by learning to write the following types of business letters.

A. INQUIRIES Make an inquiry when you are requesting more information about a product or service. This type of business letter tends to include specific information such as product type, as well as asking for further details in the form of brochures, catalogues, telephone contact, etc. Making inquiries can also help you keep up on your competition!

Replying to an Inquiry Replying to inquiries are one of the most important business letters that you write.

Customers who make inquiries are interested in specific information, and are excellent business prospects. Learn how to thank the customers, provide as much information as possible, as well as make a call to action for a positive outcome.

B. SALES LETTERS Sales Letters are used to introduce new products to new customers and past clients.

It's important to outline an important problem that needs to be solved and provide the solution in sales letters. This example letter provides an outline, as well as important phrases to use when sending out a wide variety of sales letters.

C. Account Terms and Conditions When a new customer opens an account it is essential to inform them of account terms and conditions. If you run a small business, it is common to provide these terms and conditions in the form of a letter. This guide provides a clear example on which you can base your own business letters providing account terms and conditions.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

D. Letters of Acknowledgment For legal purposes letters of acknowledgment are often requested. These letters are also referred to as letters of receipt and tend to be rather formal and short. These two examples letters will provide you with a template to use in your own work and can be easily adapted for a number of purposes.

E. Placing an Order As a business person, you will often place an order - especially if you have a large supply chain for your product. This example business letter provides an outline to make sure your order placement is clear so that you receive exactly what you order.

F. Making a Claim Unfortunately, from time to time it is necessary to make a claim against unsatisfactory work. This example business letter provides a strong example of a claim letter and includes important phrases to express your dissatisfaction and future expectations when making a claim.

G. Adjusting a Claim Even the best business may make a mistake from time to time. In this case, you may be called upon to adjust a claim. This type of business letter provides an example to send to unsatisfied customers making sure that you address their specific concerns, as well as retain them as future customers.

H. Cover Letters Cover letters are extremely important when applying for a new position. Cover letters should include a short introduction, highlight the most important information in your resume and elicit a positive response from your prospective employer. These two examples of cover letters are part of a larger section on the site providing all the information you will need on taking an interview in English during your job search.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

Delivery customer care through writing A. Look at these excerpts from customer care letters and emails. Which one is: 1. an invitation?

2. a follow-up to a meeting?

3. a reply to n enquiry?

4. a promise to send something?

5. a request for information?

B. Which of the above are from letters and which are from emails? How can you tell?

Which types of letters or emails do you write to your customers in English?

AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS EFA – B3 C. Do this quick quiz about writing for customer care. Say whether the statements are TRUE (T) or FALSE (F).

1. The content of a letter or an email is more important than correct spelling and punctuation.

2. It’s always better to send an email than to phone a customer.

3. You should always write to new customers in a formal style.

4. If you can understand what you wrote in a letter, then your customer can too.

5. If you have a spellchecker on your computer, you don’t need to re-read letters or emails before sending them.

6. Emails should normally be short and concise.

7. If a customer’s email or letter is informal, then your reply should also be informal.

8. It’s OK to send out standard letters to any customer enquiry.

9. Customers appreciate smileys and other graphics in emails.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS EFA – B3 D. Which salutations and closes should you use when writing to the following people?

Informal 1.

(email) – Hugo Jones – Hi Hugo ... all the best

2.

(letter) – Walter Rogers

3.

(letter) – Mario Ingram & Janet Browne

Formal 4.

(letter) – Carol Elan

5.

(email) – Jeanne & Pascal Duchard

6.

(letter) – name unknown

E. Read the letter and answer the questions 1.

How well does Richard know Mr Davis?

2.

Where did they meet?

3.

What did Mr Davis request?

4.

What will happen next?

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS EFA – B3 F. Match the two parts to make phrases 1.

I look forward to

a. ... for choosing our company.

2.

We are delighted to ...

b. ... seeing you next week.

3.

If you have ...

c. ... you a visit personally.

4.

Thank you ...

d. ... any further questions

5.

It was a pleasure to ...

e. ... speak to you

6.

If you are satisfied ...

f.

7.

I will pay ...

g. ... with the results.

... have you as a new customer

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS EFA – B3 G. Now use the phrases to complete this email to a new customer.

H. Two versions of the same email – one formal and one informal – have been mixed up. Put them back in order.

Dear Mr Varley

B. In the meantime, if you have any other questions, please don’t hesitate to contact me.

I look forward to seeing you next week.

D. Kind regards J Hargreaves F. Thanks for your phone call this morning. Just a quick email to let you know about the latest developments.

H. All the best John

Dear Mike

A. In regard to your phone call this morning, I am writing to let you know about the latest developments.

C. I’m glad to tell you that we’ve found two new customers for you. It’d be great if we could set up a meeting at the end of next week to discuss this. Would you like me to email you the customer information today? You can review it before we meet.

E. I am delighted to inform you that we have found two new customers for you. I would appreciate it if we could set up a meeting at the end of next week to discuss this. Would you like me to email you the customer information today? You can review it before we meet.

G. In the meantime, let me know if you need any other help.

Looking forward to seeing you next week.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS EFA – B3 I. Now find phrases in the two emails to complete the table below.

J. Complete the sentences from letters and emails with words from the box. back convenience reply

hearing

just

of

pleased

regard

would

reply

1. In _______ to your phone call, I am sending you the specifications for model XRT32.

2. We would be _______ to assist you with all your financial planning.

3. Thanks for your letter _______ 29 June.

4. I’ll get _______to you as soon as possible.

5. We look forward to _________ from you soon.

6. I _______be grateful if you could contact me at your earliest _________.

7. Looking forward to your _______.

8. I’m _______writing to let you know the dates of our next open house.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS EFA – B3

K. First study the tips in the box above and then say what is wrong with this email. Which of the five Cs has the writer ignored?

(AUDIO 22-24) L. Listen to three voicemail messages. Then match them with the written responses below. Which responses are by email and which by letter? How can you tell? a. ___ Thank you for your phone call of 2 May. I’m sorry we were not available to take the call.

Please find attached a brochure about our services. You can also visit us online at www.bestfoods.com for more detailed information.

If you have any other questions, please do not hesitate to contact us.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS EFA – B3

b. ___ Sorry we weren’t in when you called.

I’ve attached a pdf of the specifications for model 830T. Should I also arrange to send you some product brochures for the shop?

Let me know if you need anything else.

c. ___Thank you for your reservation of 2 May. I’d like to confirm the following: 1 single room with a bath for two nights from 5 to 7 May. As you requested, we have enclosed a magazine listing all events taking place in May. Please feel free to contact us if you require any assistance with bookings.

We look forward to welcoming you to our hotel.

M. Read this case study about customer care provided via the Internet and answer the question which follows.

3

AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS EFA – B3 OVER TO YOU 

Describe ways a customer service centre can be sure that an automated system gives customers the help they need.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

Cardinals

Ordinals

Ordinals

21. twenty-one

21 (the twenty-first)

nd

22. twenty-two

22 (the twenty-second)

rd

23. twenty-three

23 (the twenty-third)

1. one

1 (the first)

2. two

2 (the second)

3. three

3 (the third)

4. four

4

5. five

5

6. six

6

7. seven

7

8. eight

8

9. nine

9

10. ten

10 (the tenth)

11. eleven

11 (the eleventh)

12. twelve

12 (the twelfth)

13. thirteen

13 (the thirteenth)

14. fourteen

14 (the fourteenth)

15. fifteen

15 (the fifteenth)

16. sixteen

16 (the sixteenth)

17. seventeen

Cardinals

st

st

30. thirty

30 (the thirtieth)

th

(the fifth)

31. thirty-one

31 (the thirty-first)

th

(the sixth)

32. thirty-two

32 (the thirty-second)

th

(the seventh)

33. thirty-three

33 (the thirty-third)

th

(eighth)

40. forty

40

th

(the ninth)

50. fifty

50 (the fiftieth)

th

60. sixty

60 (the sixtieth)

th

70. seventy

70 (the seventieth)

th

80. eighty

80 (the eightieth)

th

90. ninety

90 (the ninetieth)

th

100. a (one) hundred

100 (the (one) hundredth)

th

101. one hundred and one

101 (the (one) hundred and first

th

102. two hundred and two

102 the (one) hundred and second

hundred thousand

hundred (thousandth)

1.000.000 a (one) million

1.000.000th (the (one)

nd rd th th th th th th

th

Note: When writing a check (cheque), the

st

number 100 is always written "one hundred". It

nd

is never "a hundred".

300. three hundred

300 (the three hundredth)

th

400. four hundred

400 (the four hundredth)

th

1.000 a (one) thousand

1.000

20 (the twentieth)

millionth)

(the fortieth)

200 (the two hundredth)

20. twenty

100.000th (the one

st

200. two hundred

19 (the nineteenth)

thousandth)

100.000 a (one)

th

19. nineteen

2.000th (the two

th

th

18 (the eighteenth)

Ordinals

rd

(the fourth)

18. eighteen

2.000 two thousand

nd

th

17 (the seventeenth)

Cardinals

th th th

th

(the (one) thousandth)

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

NOTES: Using the comma. In English, the comma is used as a thousands separator (and the period as a decimal separator), to make large numbers easier to read. So write the size of Alaska as 571,951 square miles instead of 571951 square miles. In Continental Europe the opposite is true, periods are used to separate large numbers and the comma is used for decimals. Finally, the International Systems of Units (SI) recommends that a space should be used to separate groups of three digits, and both the comma and the period should be used only to denote decimals, like $13 200,50

A. CARDINAL NUMBERS 1. "And" is used after hundred, thousand, million, if followed by one of the first 99 numbers as: 

122 - One hundred and twenty-two.



2044 - Two thousand and forty-four.



1.965.716 - One million nine hundred and sixty-five thousand seven hundred and sixteen.

2. "A" is more usual than "one" before hundred, thousand when these numbers stand alone: 

a hundred/ a thousand

3. But when other numbers are added "one" is more usual: 

104 - one hundred and four or a hundred and four



11.100 - eleven thousand one hundred

4. 0 may be either nought(naught), oh or zero.

5. We say: 3 degrees below (under) zero and nine oh five (905) for an address, for example.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

B. ORDINAL NUMBERS 1. Ordinal numbers are used to denote the date of the month, as: 

Today is the first of June.

2. They are used for fractions: 

1/3: a third; 7/8: seven-eighths

3. When ordinal numbers are expressed in figures the last two letters of the written word must be added: 

first - 1st



forty-second - 42nd



eightieth - 80th.



The suffixes -th, -st, -nd and -rd are most often written raised above the number itself (as superscript).

4. In compound ordinal numbers the rule about "and" is the same as for compound cardinal numbers 

23rd - the twenty-third



123rd - the hundred and twenty-third Don't forget that only the last number (in compound ordinal numbers) takes the ordinal form.

5. The article "the" normally precedes ordinal numbers 

The thirty-first day.



The fortieth visitor.

In English, the hundreds and the thousands are perfectly regular, except that the word hundred remains singular regardless of the number preceding it (obviously, one may on the other hand say "Hundreds of people flew in," or the like)

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

ABBREVIATIONS & ACRONYMS IN BUSINESS ENGLISH Below you have a list of some sites in which you can find most of the abbreviations and acronyms in Business English 

http://www.abbreviations.com/acronyms/BUSINESS



http://www.all-acronyms.com/cat/4/popular

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

MINUTES Please check appendixes A & B A few things to remember before you start typing or writing away. Taking minutes is pretty much an art form. Remember the kids in college whose notes you used to photocopy ALL the time versus the “one photocopying stand” ones. Well minutes are kind of like really good lecture notes that are hard by come by.

How to Take Meeting Minutes 

Be objective. Only write down the facts that were presented in the meeting, DON’T add your own take on things or draw any conclusions. Don’t write “we’re going to come over budget” if someone says “we spent an extra 5,000 on tablecloths”



Get organized. If the meeting is going in a thousand different directions break your notes into a couple of sections and add your notes into the appropriate section as the meeting progresses.



Work around the action items. People tend to be sidetracked, keep the minutes close to the action items to keep the minutes focused.



Don’t make it personal. Don’t use names if possible and don’t get into he said, she said.

The minutes of a meeting should focus on the decisions that have been made and the tasks that have been assigned.



Writing meeting minutes is the perfect time to be boring, avoid personal observations especially if you have something to say about the person making a point and specifically if you disagree with that point.

Meeting Minutes Format: These are the must have components of any meeting minutes 

Date and time of the meeting



Meeting participants and who was absent



Action items – who is to complete them, by when (due dates)



Next meeting date and time



Here are a couple of tips additional items that should be on your list Page 1 of 1

AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS Técnico de Vendas

APPENDIX A [Title of Meeting] Meeting Minutes Meeting attended by: Absent from meeting: Date: Time: Agenda Topic #1:

Deadlines:

Write Minutes here

List Action Items here:    

Agenda Topic #2: Write Minutes here List Action Items here:    

Agenda Topic #3: Write Minutes here List Action Items here:    

Next meeting will be held on mm/dd/yyyy at 00:00

AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS Técnico de Vendas

APPENDIX B Sample Minutes Template Nancy Sylvester, MA, PRP, CPP-T Team/Leadership Specialist, Professor Emeritus of Speech, Rock Valley College Professional Registered & Certified Professional Parliamentarian

MINUTES of [Organization name] Meeting date: ________ Call to order: A ______________ [kind of meeting] meeting of the _________________ [organization name], was held in ____________ [place, city, state] on __________ [date], 20__. The meeting convened at ______ [time], President __________________ [name] presiding, and ______________________ [name], secretary.

[Some small organizations choose to list attendees. This works well for boards of directors.]

Members in attendance: [optional item] Members not in attendance: [optional item] Approval of minutes: Motion was made by [name], and seconded to approve the minutes of the ________ [date] meeting. Motion carried.

Officers' reports: President Vice president Secretary Treasurer Board and committee reports:  Unfinished business: [Subject title] Motion: Moved by [name] that [state motion].

Motion carried. Motion failed. [leave only one of these]  New business: [Subject title] Motion: Moved by [name] that [state motion]. Motion carried. Motion failed. [leave only one of these]

Announcements: Adjournment: The meeting was adjourned at ______________[time]. ________________________________ Secretary [Organization Name]

___________________ Date of approval

ABC MINUTES Board of Directors Meeting Date: Date of Approval _________________

Call to Order: A regular meeting of the Board of Directors, ABC, was held in [place, city, state] on [date], 200.

The meeting convened at :00 A.M. on the first day, Chairman _______ presiding, ___________, Secretary.

Members of the Board in attendance were [names]. Members not in attendance were [names].

Approval of Minutes: Minutes of the ______________________ meeting of the ABC Board of Directors were approved as printed and distributed to the members of the board.

Officers Reports:

Other reports : [committee reports belong here]

Unfinished Business: Section title Motion: Moved by [name] and seconded that [state motion].

Motion carried. Motion failed.

New Business: Section title Motion: Moved by [name] and seconded that [state motion].

Motion carried. Motion failed.

Announcements:

Adjournment: [Date] and the [place, city, state], were fixed as the time and place of the next regular meeting and the [date] meeting was adjourned at [time]. ________________________________ Secretary

_____________________________ Date of Approval

Minutes Handout by Nancy Sylvester, MA, PRP, CPP-T Š Business & Fax: 815.877.5290 | Home: 815.877.2666 nancysylvester.com

AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

Guide to Basic Business Letters The basics of good business letter writing are easy to learn. The following guide provides the phrases that are usually found in any standard business letter. This basic of business letters are important because certain formulas are recognized and handled accordingly.

Think of a basic business letter in three steps: Introduction - The reason for writing

STEP 1

The introduction helps the reader understand in which context the letter should be considered. Possibilities include job interview inquires, business opportunity requests, complaints, and more. Each type of business letter has its own standard phrases which you can find in this this guide to different types of business letters.

STEP 2

Details - What you would like to accomplish The detail section of a business letter is extremely important. This is where you achieve your goals in writing a business letter.

STEP 3

Conclusion / Next Steps - What you would like to happen in the future Provide a call for future action. This can be a chance to talk in person, a follow-up letter or more. It's important and expected to make it clear what you would like for the next step from the person reading your business letter.

The phrases presented in this guide provide a frame and introduction to the content of business letters. By using these standard phrases, you can give a professional tone to your English business letters. Once you understand these basics, you can refine your business letter writing skills by focusing on different types of business letters, as well as other business documents to refine your skills for your business needs at your employers or your own small business organization.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

Start and end e-mails and letters in British English (BE): The start of any business letter begins by addressing the recipient of the letter.

I. Formal tone, where you write to an institution or an unnamed person: These start with the following salutations: 

Dear Sirs, (when writing to a company, organization, university)



Dear Sir,



Dear Madam,



Dear Sir or Madam, (the safe option to an unnamed person, such as: Head of Legal Department)

(to an unnamed person, who is male) (to an unnamed person, who is female)

These always end: 

Yours faithfully,

II. Normal business e-mails and letters, where you know recipient's name: These start: 

Dear Mr Jones, (to a named man. Never "Mister")



Dear Ms Jones, (to any named woman, no reference to her marital status)



Dear Professor Jones, (used for all types of professors: (assistant, associate and adjunct)

Dear Dr Jones (can be used for someone holding a PhD, Dr. ing. or other doctorate) TheReference These two are becoming rare: Begin by referencing a specific conversation or other contact means. If this is the first 

Dear Mrs Jones, (to a named married woman. Some write (Mrs) after their names to ask for this

letter in a conversation, you can also provide the reason for writing. salutation in the reply)

With reference to your advertisement in the Times / your letter of 23rd March / your 

Dear Miss Jones, (to a named woman, who is unmarried)´

phone call today / ...

These always end:

Thank you for your letter of March 5th 

Yours sincerely,

Note that in British English, you do not use a stop after abbreviations like Mr, Mrs, Dr or Ms (pronounced The Reason for Writing "miz"), as is the custom in AmE.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

III. E-mails and letters to colleagues, associates and friends etc.: These start: 

Dear Jim, (if a person signs his letter with "Jim", use this in your reply. If you use "Dear Mr Jones", you signal coldness and distance to Jim)



Dear Mary, (same comments as for "Dear Jim")



Dear colleagues, (useful in group mailings, but could be more personal)

There are many endings. Here are some on a scale from a business-like tone to close friendship:

The Finish  Yours sincerely, (Even though you start "Dear Jim," you show that this is a businesslike e- mail or letter) Best wishes,(although frequently used in e-mails and faxes, this is too informal for most business letters)  Regards, Best regards,  Kind regards,(If the person is a close business contact or friend) 

Best wishes,



Warm regards, (getting slightly "hotter", frequently used for friends)



Love, (only used for close friends)

(used to signal friendliness)

Notes on e-mails: 

Most people tend to avoid the formal tone (I, above) in e-mails. But sometimes is inevitable.



Though e-mails tend to be friendlier than letters, a salutation should still be used.



A typical e-mail from your company starts with “Dear Mary”, or just “Mary,” (the use of “Hi” should be reserved for personal e-mails. A typical ending is “Regards”.



The ease with which e-mails can be forwarded is always a potential source of danger – it is better to be safe than sorry.

 Explaining the reason for writing 

I am writing to...  ... inquire about  ... apologize for  ... confirm  ... comment on  ... apply for

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

Examples: I am writing to inquire about the position posted in The Daily Mail.

I am writing to confirm the shipment details on order # 2346.

I am writing to apologize for the difficulties you experienced last week at our branch.

Once you have introduced the reason for writing your business letter, move on to stating more specifically the purpose of your letter. Here are a number of possibilities:  Requesting 

Could you possibly...?



I would be grateful if you could ...

 Agreeing to Requests 

I would be delighted to ...

 Giving Bad News 

Unfortunately ...



I am afraid that ...

Examples: Could you possible forward your job requirements?

I am afraid that I will be able to attend the conference next week.

I would be delighted to give you a tour of our facility this coming month.  Enclosing Documents 

I am enclosing ...



Please find enclosed ...



Enclosed you will find ...

 Closing Remarks 

Thank you for your help. Please contact us again if ...  ... we can help in any way.  ... there are any problems.  ... you have any questions.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

 Reference to Future Contact 

I look forward to ...  ... hearing from you soon.  ... meeting you next Tuesday.  ... seeing you next Thursday.

Sample Letter Here is a sample letter using some of these forms: Ken's Cheese House 34 Chatley Avenue Seattle, WA 98765 Tel: Fax: Email: kenny@cheese.com Fred Flintstone Sales Manager Cheese Specialists Inc. 456 Rubble Road Rockville, IL

October 23, 2006

Dear Mr Flintstone: With reference to our telephone conversation today, I am writing to confirm your order for: 120 x Cheddar Deluxe Ref. No. 856 The order will be shipped within three days via UPS and should arrive at your store in about 10 days.

Please contact us again if we can help in any way.

Yours sincerely, Kenneth Beare Director of Ken's Cheese House

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

Other tips:

1. Always use a salutation (greeting) in English.

In 99% of cases this will be with "Dear... ,". The exception is letters of recommendation that start: "To whom it may concern ".

2. Always try to round off a letter with "-ing forms".

These stress that you have an on-going relationship and there is unfinished business. Some examples are: "We are looking forward to receiving your comments on this report, by the end of September". "We are looking forward to discussing matters with you on 12 September".

3. Always use the ending that matches the salutation.

It is easy to make mistakes here, so follow the summary given in the boxes above.

4. Always write the month in letters or use the ISO standard for all-digit dates.

Write the month in letters, e.g., 12 June 2012, or use the ISO standard for all digit dates (CCYY-MM-DD) so that 12 June 2012 is 2012-06-12. Never write a date as 12/6/12 in English. To Europeans, this may mean 12 June 2012; but most Americans will understand it as December 6, 2012.

5. Never use a place-name in front of the date.

Never write "Oslo, 12 December 2003" at the top. Just write the date.

6. Never use exclamation marks (!) in business letters.

An exclamation mark in English is used to express astonishment or surprise. You are very unlikely to need them in normal business letters, faxes or e-mails.

7. Never use short forms like "I'm" and "don't" in business letters.

Only use these in informal, conversational writing and when reporting speech. Sometimes they are used in e-mails.

8. Never capitalize "you" and "your" in mid-sentence.

Many people have told me that they were taught this in school. Capitalized "You" and "Your" in mid sentence disappeared a few hundred years ago, so there must be some old teachers around.

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AGRUPAMENTO DE ESCOLAS DE ARRAIOLOS TÉCNICO DE VENDAS

ENQUIRIES 

An enquiry can be made by telephone, fax or email.

WRITING LETTERS OF ENQUIRY A. OPENING 1. Tell your supplier what sort of firm you are. 

Ex: We are a co-operative society in Zurich.



Ex: Our company is a subsidiary of Universal Business Machines and are Specialize in …



Ex: We are one of the main producers of industrial chemicals in Germany, and we are interested in …

2. References It might be useful to point out that you know a firm’s associates, or that they were recommended to you by a consulate or Trade Association. 

Ex: We were given your name by the Hoteliers’ Association in Paris. o Ex: You were recommended to us by Mr. John King, of Lasworn & Davies, merchant bankers. o Ex: The British embassy in Madrid told us that you were looking for an agent in Spain to represent you.

B. Asking for catalogues, price-lists, prospectuses It is not necessary to give a lot of information about yourself when asking for catalogues, brochures, booklets, etc. This can be done by email, but remember to supply your address, unless it is already printed. It would also be helpful if you could briefly point out any particular items you are interested in.  Ex: Could you send me your current catalogue and price-list for exhibition stands? We are particularly interested in ‘furniture display’ stands.  Ex: I would appreciate your sending me an up-to-date-price-list for your building materials  Ex: I am planning to come and study in London next autumn and I would like prospectus for your college giving me information about fees and special courses in computing.

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C. Asking for details When asking for goods or services you must be specific and state exactly what you want. If replying to an advertisement you should mention the journal or newspaper, the date, and quote any box number or department number given.  Ex: Box No. 341; Dept 4/12 B. If referring to, or ordering from catalogue, brochure, leaflet or prospectus, always quote the reference.  Ex: Cat. No. A 149; Holiday No. J/M/3; Item No. 351; Course BL. 3632.  Ex: I am replying to your advertisement in the June edition of ‘Tailor and Cutter’.  Ex: I would like to know more about the ‘steam pressers’ which you offered at cost price.  Ex: I am interested in holiday No. J/M/3, the South Yugoslavian Tour.  Ex: I would appreciate more details about the ‘University Communications System’ which you are advertising on Grampion Television.

D. Asking for samples, patterns, demonstrations You might want to see a material or item looks like before placing on order. Most suppliers are willing to provide samples or patterns so that you can make a selection. However, few would send a complex piece of machinery for you to look at. In that case you would be invited to visit a showroom, or the supplier would offer to send a representative.

Nevertheless, if it is practical, ask to see an example of the article you want to buy. 

Ex: When replying, could you please enclose a pattern card?



Ex: We would appreciate if you could send some samples of the material so that we can examine the texture and quality.



Ex: I would like to discuss the problem of maintenance before deciding which model to install in my factory. I would be grateful if you could arrange for one of your representatives to call me within the next two weeks.

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E. Suggesting terms, methods of payment, discounts Firms sometimes state price and conditions in their advertisements or literature and may not like prospective customers making additional demands. But you can suggest your terms and indicate that certain conditions may persuade you to place an order.  Ex: We usually deal on a 30% trade discount basis with an additional quantity discount for orders over 1,000 units.  Ex: We intend to place a substantial order, and would therefore like to know what quantity discounts you allow. !!!! A company may write circular letters to several companies inviting offers to compete a construction job or to effect repairs or decorating.  Ex: We are writing to a number of building contractors to invite estimates for the conversion of Northborough airfield into a sports and leisure centre. The work will include erecting buildings, providing facilities …

F. CLOSING Usually a simple ‘thank you’ is sufficient to close an enquiry. However, you could mention that a prompt reply would be appreciated, or as the example show, that certain terms or guarantees would be necessary.  Ex: We would be grateful for an early reply.  Ex: Finally, we would like to point out that delivery before Christmas is essential and hope you can offer us that guarantee.

You can also indicate further business. If a supplier thinks that you may become a regular client we would be more inclined to quote competitive terms and offer concessions.  Ex: If the product is satisfactory, we will place further orders with you in the future  If the prices quoted are competitive, and the quality up to standard, we will order on a regular basis.

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WORKSHEET A. Write a ....

1.

... short enquiry requesting a Prospectus about an English course.

B. Reply to an advertisement 1. You are replying to an advertisement for laptops which you saw in a trade journal. The

advertiser gave little information, so you will have to ask for details. Write the letter/email.

2. Enquiry from a retailer to a foreign manufacturer.

You are a Chief Buyer from a Birmingham chain of retail shops interested in some sweaters you’ve seen in an exhibition. You are writing to their Italian manufacturer. You have to explain how you got to know the firm, and suggest that a quantity discount and acceptance of your method of payment would persuade you to place an order. The name of your firm is F. Lynch Co. Ltd.

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REPLY TO LETTERS/EMAILS OF ENQUIRIES A. Opening Mention your prospective customer’s name. If the customer signs the letter Mr B. Green, then begin by Mr. Green, not dear sir, which indicates that you have not bothered to remember the enquirer’s name.

Thank the writer for his/her enquiry. Mention the date of his/her letter and quote any other reference that appears.  Ex: Thank you for the enquiry of April 6th 2012 in which you asked about …  Ex: I would like to thank you for your enquiry of May 10 and I am pleased to tell you that we would be able to supply you with the …

B. 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.  Ex: We have wide selection of sweaters that will appeal to all ages, and in particular the teenage market which you specified.

C. Selling the 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 guarantees you offer.  Ex: We think you have made an excellent choice in selecting this line, and once you have be seen the samples we are sure you will agree that this is unique both in texture and colour.  Ex: We can assure you that the Omega 2000 is one of the most outstanding machines on the market today, and our confidence in it is supported by our five-year guarantee.

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D. Suggesting alternatives If you don’t have what the enquirer has asked for, but have an alternative, offer it to him. But do not criticize the product he originally asked for.  Ex: The model has been improved, its steel casing having been replaced by plastic which is lighter, more durable, and stronger.

E. Referring the customer elsewhere 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.  Ex: I regret to say that we no longer produce the type of stapler you refer to, since we find there is no longer sufficient demand for it. I am sorry we cannot be of help to you.  Ex: The book you mention is not published by us, but by Greenhill Education. Ltd. If you would care to write to them, their address is …

F. Catalogues, price-lists, Prospectuses, samples Make sure that you enclose current catalogues and price-lists if you are sending them. And if price 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 customers know they will follow the letter immediately by separate post.  Ex: Please find enclosed our current catalogues and price-list quoting c.i.f. prices Kobe.

The units you referred to in your letter are featured on pp. 31- 34 under catalogues numbers Y32-37.  Ex: .... and we have enclosed our price-list, but should point out that prices are subject to change as the market for raw materials is very unstable at present.

G. 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.

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QUOTATIONS A. Prices If your reply to an enquiry, you may want to give your prospective customer a quotation. Below is a guide to the subjects you should cover in your 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 U.K. 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.  Ex: The net price of the product is 10.00€, to which must be added VAT at 21%, making a gross price of 12.10€.

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  Ex: We can offer you a price of 6.29€ per item, firm 21 days, after which the price will be subject to an increase of 5%

WORKSHEET 1. The Pleasure Travel Agency is sending you the catalogue and the price list you’ve asked for. Write the letter.

2. The Trinity College has decided to send a prospectus about their English courses. Write the reply.

3. The firm that who have asked for further information is sending it now. Please write the letter.

4. Mr. Gerard has written to R.G. Electronics AG enquiring about microwaves and fridges.

Write the email giving the information required.

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ORDERS Placing an order Orders are usually written on a company official order which has a date and a reference number that should be quoted in any correspondence which refers the order. Even if the order is telephoned it must be confirmed in writing, and an order form should always be accompanied by either a compliment slip or an email or a covering letter. An email (or a covering letter) is preferable as it allows you the opportunity to make any necessary points and confirm the terms that you have been agreed.

An outline for a covering letter: A. Opening Explain there is an order accompanying the letter.  Ex: Please find enclosed our Order No. 4521 for 25 Clearsound earphones.  Ex: The enclosed order (No. R154) is for 50 reams of A4 bank Paper  Ex: Thank you for your reply of 14 May regarding the pots we wrote to you about.

Enclosed you will find our official order (No. 523) for B. Payment Confirm the terms of payment  Ex: 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.  ... and we agreed that payments would be made against quarterly statements ...

C. Discounts Confirm the agreed discounts  Ex: We would like to thank for the 3O% trade discount you allow us.  Finally we would like to say that the 25% discount is quite satisfactory.

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D. Delivery Confirm the delivery dates  Ex: It is essential that the goods are delivered before the beginning of November in time for the Christmas rush.  Ex: Delivery before February is a firm condition of this order, and we reserve the right to refuse goods delivered after that time.

E. Methods of delivery You should advise the firm as to how you want the goods packed and sent to ensure 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:  Ex: … and please remember that only air freight ensure prompt delivery  Please send the goods by fted Star Express as we need them urgently.  We advise delivery by road to avoid constant handling of this fragile consignment.

F. Packing Advise your supplier how you want the goods packed. Note, in the first example, that crates are often marked with a sign - a diamond, a target, a square, etc - that can be recognized by the supplier and customer.  Ex: Each piece of crockery to be individually wrapped in thick paper, packed in straw and shipped in wooden crates marked + and numbered 1 to 6.  Ex: The carpets should be wrapped in thick grease-proof which is reinforced at both ends to avoid wear by friction.

G. Closing  Ex: We hope that this will be the first of many orders we will be placing with you  Ex: We will submit further orders if this one is completed to our satisfaction.  Ex: If the goods sell as we hope, we shall send further orders in the near future.

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H. Acknowledging an order As soon as an order is received by a supplier, it should be acknowledged. This letter can be quite short.  Ex: Thank for your order No. 333 B which we received today. We are now dealing with it and you may expect delivery within the next three weeks.  Ex: Your order No. 6235 is now being processed and should be ready for despatch by next week.

I. Advice of despatch When the supplier has made up the order and arranged shipment, the customer is informed of this in an advice. This may be done in an email or in a letter.  Ex: Your order No. 5689 has now been placed on board the SS Mitsu Maru sailing from Kobe on 16 May and arriving Tilbury, London on 11 June. The shipping documents have already been sent to your bank in London for collection.  Ex: We are pleased to advise you that the watches you ordered - No. 88571 - were put on flight BA 165 leaving Zurich 11.00, 9 August arriving Manchester 13.00. Please find enclosed airway bill DC 15165/3 and copies of invoice A 113/3.

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WORKSHEET 1. The firm F. Lynch & Co has decided to place an order with Satex A.p.A. Write the covering letter. (Your order: men and boys’ sweaters in sizes, colours and designs)

2. Fill in the order form using the information you’ve used for the covering letter.

ORDER No.

Satex S.p. A. Via di Pietra 00146 Roma Italy Quantity

Comments:

Item description

Cat. No.

Price c.i.f. London

Date:

3. Write an e-mail acknowledging the previous order and informing your clients that the order has been shipped on the SS Marconissa and will arrive within 10 days.

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The plain English Guide to writing reports When writing reports, make your audience’s job as easy as possible. Use active verbs and short sentences and keep to the point, just as you would in any other kind of writing.

This guide covers the main stages of writing a report: a. Defining the purpose b. Investigating the topic c. Organising the report into sections d. Order of presentation e. Order of writing f. Numbering sections and paragraphs g. Planning the writing h. Revision We finish with a SUMMARY of this guide and a MEMO from Winston Churchill.

A. Defining the purpose This helps you to be clear about: 

why you are writing;



what to include;



what to leave out; and



who your readers are.

If you can express the purpose in a single sentence, so much the better.

B. Investigating the topic How you do this depends on the topic and purpose. You may need to read, interview, experiment and observe. Get advice from someone more experienced if you need to.

C. Organising the report into sections Your job is to make it easy for the readers to find the information they want. In reports that are one or two pages long, readers should have no trouble finding their way around. With a 'long' Page 1 of 6

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report (more than four or five pages), you need to take great care in how you organise the information.

Reports can be set out in eight parts, but you won't always need them all. 

Title or title page



Contents list



Abstract



Introduction



Discussion



Summary and conclusions



Recommendations



Appendix

A short report won't need a title page, but should have a title.

The contents list is only needed in long reports.

The abstract is only needed in formal reports, such as reports of scientific research. It is a summary of the report. The abstract appears in library files and journals of abstracts. It won't usually be printed with the report so it needs to be able to stand alone.

Keep it between 80 and 120 words. Don't confuse this with an 'executive summary' which we will talk about later.

The introduction should be brief and answer any of the following questions that seem relevant. 

What is the topic?



Who asked for the report and why?



What is the background?



What was your method of working? If the method is long and detailed, put it in an appendix.



What were the sources? If there are many, put them in an appendix.

The discussion is the main body of the report. It is likely to be the longest section, containing all the details of the work organised under headings and sub-headings.

Few readers will read every word of this section. So start with the most important, follow it with the next most important, and so on.

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You should follow the same rule with each paragraph. Begin with the main points of the paragraph, then write further details or an explanation.

The summary and conclusions section is sometimes placed before the discussion section. It describes the purpose of the report, your conclusions and how you reached them.

The conclusions are your main findings. Keep them brief. They should say what options or actions you consider to be best and what can be learned from what has happened before.

So they may include or may lead to your recommendations: what should be done in the future to improve the situation?

Often, writers will put the summary and conclusions and the recommendations together and circulate them as a separate document. This is often called an executive summary because people can get the information they need without having to read the whole report.

It may be better (and cheaper) to send everyone an executive summary, and only provide a copy of the full report if someone asks for it. You may save a few trees, and you will certainly save your organisation plenty of time and money.

The appendix is for material which readers only need to know if they are studying the report in depth. Relevant charts and tables should go in the discussion where readers can use them. Only put them in an appendix if they would disrupt the flow of the report.

D. Order of presentation We recommend the following order of presentation. You won't always need all these sections, especially those in brackets.

Long reports 

Title or title page



(Contents list)



(Abstract)



Introduction



Summary and conclusions



Recommendations



Discussion



(Appendix)

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Short reports 

Title



Introduction



Discussion



Summary and conclusions



Recommendations

(Appendix) E. Order of writing The order in which you write needn't follow the order of presentation.

We recommend the following order of writing, because each section you finish helps you write the next one. 

Introduction



Discussion



Summary and conclusions



Recommendations



(Abstract)



Title or title page



(Contents list)



(Appendix)

After writing all the sections, read and revise them. Rewrite sections if necessary.

F. Numbering sections and paragraphs If you use plenty of clear headings and have a full contents list at the start of the report, you should find this is enough to show where each part begins and ends, and to cross-refer if necessary.

If you do have to label sections and paragraphs, keep it as simple as possible. Use capital letters to label sections and numbers to label paragraphs (A1, A2 and so on). If necessary, use small letters on their own for parts of paragraphs.

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G. Planning the writing Usually you will have collected such a mass of information that you cannot decide where to plunge in and begin. So, before you start to write you must make some kind of plan. This will save you hours of writing and will help to produce a better organised report.

Here are two different ways of planning. o An OUTLINE begins as a large, blank sheet of paper onto which you pour out all your facts, ideas, observations and so on, completely at random. Write in note form, and try to get everything down as fast as possible. 

When you have got all your points on paper, start to organise them, group them, and assess them for strength, relevance, and their place in the report.



You can then number the points in order or put headings next to them such as 'Intro', 'Discussion', 'Conclusion' and so on. Use lines and arrows to link up related points.



Gradually you will create a network of ideas grouped under headings - this is the structure of your report. Leave it for a day or two if you can. Return with fresh ideas, add points you'd forgotten, and cross out anything you don't need.

o MIND MAPPING is a different way of planning that suits some writing better. The idea is the same: by pouring out ideas at random, you can concentrate on the content, and organise the material at leisure when the ideas are set down. 

There is no special magic to a mind map. Start by putting the topic in a box in the middle of the page, then draw lines to branch out from it with your main ideas.



It is easy to add new information and to make links between the main ideas.

Order and organisation will often take care of themselves.

H. Revision Always read critically what you've written. If possible, leave it alone for a few days and then reread it. Or ask someone else to read it for you. Ask: 'Is this clear, concise and persuasive?' Be prepared to revise your language and structure. You may even have to rewrite parts that don't work.

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Summary 

Plan carefully before you start writing. Use an outline or a mind map so that you know exactly what you'll be writing about.



Organise your report into sections.



Use everyday English whenever possible.



Avoid jargon and legalistic words, and explain any technical terms you have to use.



Keep your sentence length down to an average of 15 to 20 words. Try to stick to one main idea in a sentence.



Use active verbs as much as possible. Say 'we will do it' rather than 'it will be done by us'.



Be concise.



Imagine you are talking to your reader. Write sincerely, personally, in a style that is suitable and with the right tone of voice.

And always check that your report is accurate, clear, concise and readable.

Brevity' - Memo to the War Cabinet 'To do our work, we all have to read a mass of papers. Nearly all of them are far too long. This wastes time, while energy has to be spent in looking for the essential points.

I ask my colleagues and their staff to see to it that their reports are shorter.

The aim should be reports which set out the main points in a series of short, crisp paragraphs.

If a report relies on detailed analysis of some complicated factors, or on statistics, these should be set out in an appendix.

Often the occasion is best met by submitting not a full-dress report, but an aide-memoire consisting of headings only, which can be expanded orally if needed.

Let us have an end of such phrases as these: 'It is also of importance to bear in mind the following considerations', or 'Consideration should be given to the possibility of carrying into effect'. Most of these woolly phrases are mere padding, which can be left out altogether, or replaced by a single word. Let us not shrink from using the short expressive phrase, even if it is conversational.

Reports drawn up on the lines I propose may first seem rough as compared with the flat surface of officialise jargon.

But the saving in time will be great, while the discipline of setting out the real points concisely will prove an aid to clearer thinking.'

Winston Churchill, 9 August 1940

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