This document provides guidance on how to make and respond to inquiries or enquiries. It discusses including background information, clearly stating needs and questions, and providing a conclusion expressing the desire for a timely response in letters of inquiry. When responding, one should acknowledge the inquiry, determine the client's needs, provide information if able or refer them elsewhere if unable, and suggest alternatives to meet their goals. The document also includes examples of letters of inquiry and response.

1. Enquiries:
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2. How to make an enquiry:
• Explain clearly what you need.
• Supply information.
• Give feedback.
• Explain the situation.

3. Writing a letter of enquiry:
• State your needs clearly.
• Supply enough background information to enable
the respondent to provide information.
• Determine if it’s a private or company letter (you
have to do this on a letterhead).
• Know why and what you want to know.
• Content of the letter should have these
paragraphs:
– Introduction: Supply background information.
– List your questions or write short paragraphs with the
requirements.
– Conclusion: Express the wish for a speedy response.

4. Example of a letter of enquiry:
• letter of enquiry.docx
• (Print this letter and add it to the printout of
this lecture)

5. TASK One:
• Write a letter of enquiry based on the
following:
– You want to go to Namibia in December.
– You can go for a week.
– You have a limited budget.
– You don’t have your own transport.
– You want to see everything that you can while you
are there.

6. How to reply to an enquiry:
• Positive reply – when you can give the
information.
• Negative reply – when you can’t give the
information.
• Acknowledge the enquiry.
• Express willingness to be available in the future.
• Respond immediately.
• Determine the client’s needs.
• Give full details and information.
• If you can’t help – refer them to someone who
can.

7. • 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.
• Follow up.
• Give client updates as new information arrives.
• Promote Goodwill.
• Express appreciation for the enquiry.
• Answer directly without being too apologetic.
• Explain why you are unable to supply the
necessary information.
• Suggest alternatives:
– solutions,
– addresses,
– resources.

8. Responding to a letter of enquiry:
• Positive – when you can supply the information.
• Negative – when you can’t supply the
information.
• You can always suggest other solutions or
indicate where the client can get the
information or assistance that they need.
• You have to follow the trend of the enquiry and
supply the needed information.

9. Example of a response to a letter of
enquiry:
• Positive letter of response to enquiry.docx
• negative letter of response to enquiry.docx

10. TASK Two:
• Write a response to a letter of enquiry based on
the following:
– The client: Mr. M. Watson called yesterday. His
telephone number: 0823456789. His address: 22
Long Street, Cape Town, 2304.
– He wants to come to Johannesburg for a week in
July.
– He can spend R30 000.00 while he’s here.
– He wants to know what he can see and do here.
– He wants five star accommodation.
– He wants to rent a vehicle.
– He wants to do adventurous sports while he is here.