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REPLYING TO LETTERS OF ENQUIRY
The document provides guidance on writing replies to letters of inquiry, quotations, and estimates. It discusses including key information like confirming whether the customer's request can be fulfilled, suggesting alternatives if not, offering product details and prices, mentioning payment and delivery terms, and closing professionally. The main sections covered are opening, confirming assistance, suggesting alternatives, referring customers elsewhere, selling the product, demonstrations, catalogues/lists, closing, prices, transport/insurance costs, discounts, delivery quotes, payment methods, and fixed versus negotiable terms.
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Introduction to replies and quotations by Marlinda Astuti.
Detailed structure for replying to customer inquiries, covering opening, confirming help, product selling points, alternatives, closures, and encouragement for further inquiries.
Key elements of quotations including prices, transport costs, payment methods, and terms for negotiations.
Explains various terms related to quotations and payment methods such as cash discounts, letter of credit, and cash in advance.
Information about delivery notifications and fixed terms along with negotiation aspects in pricing and discounts.
Concepts of giving estimates and tenders, including the conditions and obligations involved.
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REPLYING TO LETTERS OF ENQUIRY
- 1.
- 2. REPLYING TO LETTERSOF ENQUIRY OPENING CONFIRMING THAT YOU CAN HELP SELLING YOUR PRODUCT REFFERING THE CUSTOMER ELSEWHERE SUGGESTING ALTERNATIVES CLOSING DEMONSTRATIONS, REPRESENTATIVES CATALOQUE, PRICE LIST, SAMPLE
- 3. REPLYING TO LETTERSOF ENQUIRY OPENING CONFIRMING THAT YOU CAN HELP SUGGESTING ALTERNATIVES CATALOQUE, PRICE LIST, SAMPLE REFFERING THE CUSTOMER ELSEWHERE SELLING YOUR PRODUCT DEMONSTRATIONS, REPRESENTATIVES CLOSING Mention your prospective customer’s name Say thank to the customer for his enquiry Mention the date of customer’s letter or any other references e.g Dear Mr Smith, Thank you for your enquiry of May 2nd which you asked about LG product.
- 4. REPLYING TO LETTERSOF ENQUIRY OPENING CONFIRMING THAT YOU CAN HELP SUGGESTING ALTERNATIVES CATALOQUE, PRICE LIST, SAMPLE REFFERING THE CUSTOMER ELSEWHERE SELLING YOUR PRODUCT DEMONSTRATIONS, REPRESENTATIVES CLOSING Explain directly whether you can provide a product or service or can’t help Our firm would have no problem on your order 90 units of LG LED TV M10 product A. The firm can provide goods B. The firm can’t provide goods I’m sorry we can’t supply LG TV Product because the product was sold out
- 5. REPLYING TO LETTERSOF ENQUIRY OPENING CONFIRMING THAT YOU CAN HELP SUGGESTING ALTERNATIVES CATALOQUE, PRICE LIST, SAMPLE REFFERING THE CUSTOMER ELSEWHERE SELLING YOUR PRODUCT DEMONSTRATIONS, REPRESENTATIVES CLOSING Mention one or two selling point of your product, including perhaps any guarantees you offer e.g. We can assure you that LG TV M10 is one of tv with picture and sound the best on the market today, and we will give two year guarantee
- 6. REPLYING TO LETTERSOF ENQUIRY OPENING CONFIRMING THAT YOU CAN HELP SUGGESTING ALTERNATIVES CATALOQUE, PRICE LIST, SAMPLE REFFERING THE CUSTOMER ELSEWHERE SELLING YOUR PRODUCT DEMONSTRATIONS, REPRESENTATIVES CLOSING If you can not provide product which the customer want, offering the similar product with the product customer asked e.g Fortunately TV LG M100 have produced an amazing substitute, TV LG M88, Which has the same quality and with a TV design more elegant.
- 7. REPLYING TO LETTERSOF ENQUIRY OPENING CONFIRMING THAT YOU CAN HELP SUGGESTING ALTERNATIVES CATALOQUE, PRICE LIST, SAMPLE REFFERING THE CUSTOMER ELSEWHERE SELLING YOUR PRODUCT DEMONSTRATIONS, REPRESENTATIVES CLOSING If you can’t provide the goods or you can’t handle order you can refer him elsewhere e.g. I regret to say that we didn’t have stock LG TV M100. because we only sell Panasonic TV product. However, if you are still set on LG TV product . We advice you to contact Indotech Indonesia Ltd. at (027)7771110
- 8. REPLYING TO LETTERSOF ENQUIRY OPENING CONFIRMING THAT YOU CAN HELP SUGGESTING ALTERNATIVES CATALOQUE, PRICE LIST, SAMPLE REFFERING THE CUSTOMER ELSEWHERE SELLING YOUR PRODUCT DEMONSTRATIONS, REPRESENTATIVES CLOSING Give enclosed catalogue, price list and sample product which customer asked e.g. We have enclosed our catalogues and price list quoting c.i.f. Prices Singapore and we offering a special 10% discount off all net prices
- 9. REPLYING TO LETTERSOF ENQUIRY OPENING CONFIRMING THAT YOU CAN HELP SUGGESTING ALTERNATIVES CATALOQUE, PRICE LIST, SAMPLE REFFERING THE CUSTOMER ELSEWHERE SELLING YOUR PRODUCT DEMONSTRATIONS, REPRESENTATIVES CLOSING Machinery product need demonstrating, a firm might send a representative or suggest the customer visits store or showroom e.g. The enclosed catalogue will give you an idea of the type of LG TV M100, but may we suggest that you visit our agent showrooms in Singapore. The address is Newton Street C26
- 10. REPLYING TO LETTERSOF ENQUIRY OPENING CONFIRMING THAT YOU CAN HELP SUGGESTING ALTERNATIVES CATALOQUE, PRICE LIST, SAMPLE REFFERING THE CUSTOMER ELSEWHERE SELLING YOUR PRODUCT DEMONSTRATIONS, REPRESENTATIVES CLOSING Say thank again to the customer You should also encourage further enquiries e.g. Thank you for your interest, we look forward to hearing from you soon
- 11. QUOTATION PRICES TRANSPORT & INSURANCES COSTS DISCOUNTS QUOTINGDELIVERY METHOD OF PAYMENT FIXED TERMS & NEGOTIATING TERMS A document sent to a potential customer offering to sell goods or services at a certain price, under specified conditions
- 12. QUOTATION PRICES TRANSPORT & INSURANCES COSTS METHODOF PAYMENT FIXED TERMS & NEGOTIATING TERMS QUOTING DELIVERY DISCOUNTS The supplier will give the price of the goods which customer’s needed GROSS PRICES (include VAT, insurance, transport) NET PRICES (exclude) e.g: The net prices of Toni shoes Rp. 80.000, to which must be added VAT 10%, making a gross price of Rp. 88.000 When prices tend to fluctuate, the supplier will add a provision to their quotating stating that their prices are subject to change e.g: We can offer you price of Rp. 88.000 per item, firm 25 days, after which the price will be subject to an increase of 5%
- 13. QUOTATION A number ofabbreviations that explain which price is being quoted to the customer •Ex-Works = The buyer pay all the costs the goods have left factory •Free On Rail (F.O.R) = Supplier cover the cost of transport to the nearest railway station • Free Alongside Ship (F.A.S) = Supplier cover the cost of using small boats (lighters & bargers) •Free On Board (F.O.B) = Supplier cover the cost of loading the goods on to ship •Cost and Freight (C & F)= The price include cost and shipping. Insurance is the buyer responsibility •Cost, Insurance, and Freight (C.I.F)=The price including insurance, all transportation, and freight •Ex-Ship = The prices include delivery’s cost •Franco Quay = the price include all the costs up to the importer’s dockside •Carriage Paid (C/P) =Supplier pays freight for carriage of goods to the named destination. •Cariage Forward (C/F) = The buyer pay cost of transport PRICES TRANSPORT & INSURANCES COSTS METHOD OF PAYMENT FIXED TERMS & NEGOTIATING TERMS QUOTING DELIVERY DISCOUNTS
- 14. QUOTATION •Is discount givento reseller because purchase goods in large quantities TRADE DISCOUNT •A quantity discount is discount which offered by sellers to buyers which purchase goods in larger quantities. •e.g: •The net price of this model is $ 1000, less 10% discount for quantities up to 100 and 20% discount for quantities over 100 • a quantity discount can appear as “Buy one, get one Free” QUANTITY DISCOUNT •Discount given to buyer if the buyer pay based on the scheduled due date. •e.g: •Cash discount is 1/10, net 30, means if the invoice $1000, and the buyer pay within 10 days of the invoice date, the buyer get discount 1%. ($100), or the buyer pay normal payment in 30 days. CASH DISCOUNT PRICES TRANSPORT & INSURANCES COSTS METHOD OF PAYMENT FIXED TERMS & NEGOTIATING TERMS QUOTING DELIVERY DISCOUNTS
- 15. QUOTATION •The buyer payall the cost of the goods before the shipment CASH IN ADVANCE •The buyer pays cash when the goods are received. CASH ON DELIVERY •Is sale where the goods are shipped and delivered before payment is due, usuallly 30, 60, or 90 days. OPEN ACCOUNT •Is a commitment by a bank on behalf of the buyer that payment will be made to the exporter, a letter of credit is a letter written by the importer's bank to the exporter. It verifies that the payment will be guaranteed when the bank is presented with concrete documents (bills of lading and freight documents). LETTER OF CREDIT •Supplier give credit to buyer by attaching warrant (letter) to pay the purchase goods for the period specified such as 30, 60, or 90 days BILL OF EXCHANGE PRICES TRANSPORT & INSURANCES COSTS METHOD OF PAYMENT FIXED TERMS & NEGOTIATING TERMS QUOTING DELIVERY DISCOUNTS
- 16. QUOTATION QUOTING DELIVERY Is anotice from the seller to the customer/buyer that the goods was ready for shipment. The seller will inform the customer about the date of delivery of the goods and when the goods will arrive. e.g: • We have materials in stock and will can deliver by Desember 1st • As there are regular sailing from Indonesia to Japan, we are sure that the consignment will reach you well within the time you specified PRICES TRANSPORT & INSURANCES COSTS METHOD OF PAYMENT FIXED TERMS & NEGOTIATING TERMS QUOTING DELIVERY DISCOUNTS
- 17. QUOTATION FIXED TERMS ANDNEGOTIATING TERMS The supplier make firm quote. The quote terms can possible in two way. • e.g: • All list prices are quoted F.o.b Japan and are subject to a 30% trade discount with payment by Bill of Exchange Stating your price & discounts without leaving room for negotiation • e.g: • Normally we allow a 20% trade discount off net prices with payment on a documents again payment basis. Please let us know if his arrangement is satisfactory Implying that the customer could write again and discuss them PRICES TRANSPORT & INSURANCES COSTS METHOD OF PAYMENT FIXED TERMS & NEGOTIATING TERMS QUOTING DELIVERY DISCOUNTS
- 18. GIVING ESTIMATE Estimate letteris a document an offer to do certain work for a stated price, usually on the basis of a specification.
- 19. TENDER A tender isan offer, usually respond an advertisement, for the supply of specified goods or the performance of specified work at prices and under conditions set out in the tender