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  1. 1. VERY IMPORTANT:<br />You need to be able to make your own notes to take into the examination hall and you need to exercise in order to know what to do!<br />
  2. 2. Tourism Communication:<br />?<br />Enquiries:<br />
  3. 3. How to make an enquiry:<br />Explain clearly what you need.<br />Supply information.<br />Give feedback.<br />Explain the situation.<br />
  4. 4. Writing a letter of enquiry:<br />State your needs clearly.<br />Supply enough background information to enable the respondent to provide information.<br />Determine if it’s a private or company letter (you have to do this on a letterhead).<br />Know why and what you want to know.<br />Content of the letter should have these paragraphs:<br />Introduction: Supply background information.<br />List your questions or write short paragraphs with the requirements.<br />Conclusion: Express the wish for a speedy response.<br />
  5. 5. Example of a letter of enquiry:<br />letter of enquiry.docx<br />(Print this letter and add it to the printout of this lecture)<br />
  6. 6. TASK One:<br />Write a letter of enquiry based on the following:<br />You want to go to Namibia in December. <br />You can go for a week.<br />You have a limited budget.<br />You don’t have your own transport.<br />You want to see everything that you can while you are there.<br />
  7. 7. How to reply to an enquiry:<br />Positive reply – when you can give the information.<br />Negative reply – when you can’t give the information.<br />Acknowledge the enquiry.<br />Express willingness to be available in the future.<br />Respond immediately.<br />Determine the client’s needs.<br />Give full details and information.<br />If you can’t help – refer them to someone who can.<br />
  8. 8. When an enquiry is made by phone, take a message and find the correct person to help them first. Then call back and give their details.<br />Follow up.<br />Give client updates as new information arrives.<br />Promote Goodwill.<br />Express appreciation for the enquiry.<br />Answer directly without being too apologetic.<br />Explain why you are unable to supply the necessary information.<br />Suggest alternatives:<br /> solutions, <br />addresses, <br />resources.<br />
  9. 9. Responding to a letter of enquiry:<br />Positive – when you can supply the information.<br />Negative – when you can’t supply the information.<br />You can always suggest other solutions or indicate where the client can get the information or assistance that they need.<br />You have to follow the trend of the enquiry and supply the needed information.<br />
  10. 10. Example of a response to a letter of enquiry:<br />Positive letter of response to enquiry.docx<br />negative letter of response to enquiry.docx<br />(Print these letters and add it to the printout of this lecture)<br />
  11. 11. TASK Two:<br />Write a response to a letter of enquiry based on the following:<br />The client: Mr. M. Watson called yesterday. His telephone number: 0823456789. His address: 22 Long Street, Cape Town, 2304. <br />He wants to come to Johannesburg for a week in July.<br />He can spend R30 000.00 while he’s here.<br />He wants to know what he can see and do here.<br />He wants five star accommodation.<br />He wants to rent a vehicle.<br />He wants to do adventurous sports while he is here.<br />