回復(fù)函Replies

1、Chapter 5 Replies回復(fù)函回復(fù)函Categoriesl 1) acknowledgmentsl 2) follow-upsl 3) confirmationsl 4) order acknowledgmentsl 5) stopgap lettersl 6) inquiry repliesl 7) refusalsl A reply is a fertile sales opportunity which can reap both profits and goodwill.l A reply should be specific and complete, but need n

2、ot to be brief.l It is essential that a reply must be prompt. e.g.l Dear Mr. Zhang,l I received your letter this morning and wanted to be sure you would have our current price list before the end of the week l A response should go a little further than the original request to turn an inquirer into a

3、 steady customer.Writing suggestions: the direct orderl 1. Express thanks for receiving the inquiryl 2. Supply all the information concerning the matter in a positive way, focus on the readers benefits l 3. Provide additional information in order to attract the prospectsl 4. Finish with hope by enco

4、uraging customers to place orders but not force them to, end with confidence and courtesyl Supply specific answers and use helpful, sincere tone, and offer an alternative if what the inquirer has asked for is not available1. Acknowledgments 回執(zhí)l As a courtesy when you receive merchandise, material, m

5、oney, or information to let your reader know that you have received itl As a thank-you note when the letter received is not an orderl Dear Mr. Smith,l Thank you for arranging for us to receive our Christmas card displays a bit early this year. We installed them as soon as they arrived on Monday, and

6、 weve already sold out two lines!l The two months between now and Christmas seem destined to be busy ones, and I suspect youll be hearing from us again soon.l Best wishes,2. Follow-Ups 跟進(jìn)信l To establish a written record of the transaction after a decision or agreement has been made, either at a meet

7、ing or in a conversation.l Dear Ms. Solars,l We are pleased that you will be participating in the Ecology Colloquium sponsored by the Committee to Keep Minnesota Green. As we discussed in our telephone conversation this morning, the Colloquium will take place on June 29 in the convention room at the

8、 Black duck Inn.l The Colloquium will begin with the keynote address at 10:30 a.m. At 11:00, you will join our other guests of honor in a debate on the topic, “The Cost of Conservation: Public or Private Responsibilities?” Following the debate, luncheon will be served in the main dining room, where

9、you will, of course, be a guest of the Committee.l Along with the other members of the Committee, I am looking forward to our meeting on the 29th.l Sincerely yours,3. Confirmations 確認(rèn)信l Confirmations are routine for hotels, travel agencies, doctors and repair services. l A formal letter or postcard

10、will effectively transmit clear, correct, and complete information, particularly when the type of business requires large numbers of confirmations.l An individually written letter can turn a customer into a regular customer by adding a personal touch.l Dear Mr. Wang,l This letter will confirm your r

11、eservation for a single room with bath for August 24-27. Your room will be available after 2 p.m. on the 24th.l Since you will be arriving in Omaha by plane, you may want to take advantage of The Barclays Shuttle. Our limousine departs from the domestic terminal every hour, and the service is free f

12、or guests of the hotel.l Cordially yours,4. Order Acknowledgment 訂單回執(zhí)l Confirming an order helps to establish goodwill by reassuring the customer that the order has been received.l It should contain specific informationl 1) the date of the orderl 2) the order or invoice numberl 3) the date and metho

13、d of shipmentl 4) the method of paymentl 5) appreciation and assurancel A. Order Acknowledgmentl Welcome the new customer and encourage further business; an opportunity for a salespitch.l Include a description of the merchandise, and other related productsl If a salesperson was involved in the order

14、, his or her name should appear somewhere in the letterl B. Reply to Incomplete Orderl The customer is at fault, but it must neither place any blame nor express impatience, write with a positive, friendly tone, and a bit of resellingl Dear Ms. Megan,l We are pleased to have received your order of Se

15、ptember 15 and would like to welcome you as a new customer of Paytons Plastics.l Your order (No. 66244) for one dozen “4*5 sheets of 1/8” Lucite is being processed ad will be delivered to your workshop by our own van, and payment will be c.o.d. (our policy for all orders under $100).l We are sure yo

16、u will appreciate the clear finish and tensile strength of our entire line of plastics. Ms. Julie Methel, your sales representative, will call on you soon with a catalog and samples.l Cordially, l Paytons Plastics, Inc.l Dear Mr. Brown,l Thank you for your order of October 22 for 6 rolls of black ny

17、lon webbing. We are eager to deliver Order 129 to your store as soon as possible.l But first, please let us know whether youd like the webbing in 1-, 1.5- or 2.5-inch widths. If you note your preference on the bottom of this letter and mail it back to us today, we can have your order ready by the be

18、ginning of next week.l Olsens upholstery products are among the finest made, and were sure youd like to receive your purchase without further delay.l Sincerely yours, l C. Delayed Deliveryl The customer is entitled to an explanation. Must be especially “you-oriented”; explanation and assurance; expr

19、ess your understanding of the customers disappointment and regret the inconvenience, avoid a negative tone; stress the merchandise is worth waiting for, assume the customers willingness to waitl D. Partial Deliveryl Inform of back ordered items, assume the customers willingness to wait; resell the m

20、erchandisel E. Substitute Deliveryl Comparable merchandise is offered from a perspective, not of salvaging a sale, but of helping the customer; emphasize the customers needs; explain why the original order cannot be filledl Dear Sir,l Request for our pamphlet, “10 Points to Consider When Buying Home

21、 Video Equipment”, have been overwhelming. As a result, we are temporarily out of copies.l Nevertheless, the new printing is presently being prepared, and I have added your name to the mailing list to receive a copy as soon as it is available.l In the meantime, you may find an article by Professor L

22、eonard Mack, of the Pennsylvania Institute of Technology, to be of some help. The article, entitled “The Latest Crop of Home Video Centers”, appeared in the September issue of Consumer Digest.l Sincerely,l Dear Ms. Corum,l Thank you for your recent order, number 652. We are always especially delight

23、ed to serve an old friend.l Your six pairs of Chinese Knot earrings (item 15b) and one dozen primrose pendants (item 8a) have been shipped by united parcel and should arrive at your boutique within the week.l Unfortunately, our stock of cloisonne bangle bracelets (item 9d) has been depleted because

24、of a delay in shipments from China. Our craftsmen have at great pains to keep up with the demand for these intricate and finely wrought bracelets. We have put your one dozen bracelets on back order and hope to have them on their way to you before the end of the month.l Very truly yours,l Dear Mrs. P

25、hilips,l Thank you for ordering Indra Madhurs outstanding book, An Introduction to Indian Cooking. As you know, in the fifteen years since its first publication, Mr. Madhurs book has become a classic and a standard for great cooks everywhere.l Sadly, An Introduction to Indian Cooking is no longer in

26、 print, and I am returning your check for $25.95. But to satisfy your interest in Indian cuisine, I would like to suggest an alternative, Purnamattie Jaffres Indian Gourmet. Ms. Jaffre was a student of Mr. Madhur, and her recently published volume has been widely hailed by both food and cookbook cri

27、tics.l If you would like a copy of Indian Gourmet, which costs only $13.95, please let me know, and I will immediately send it to you.l Cordially,lF. Inquiry Replyl not only to increase the interest, but to inspire the inquirer to act; begin by thanking the reader and end by offering further assista

28、nce; include not just the specific facts but any others that may be of help. If you cannot provide all the relevant data right away, you should promise it.lG. Refusalsl To say no gratefully, and maintain goodwill; never actually say no; be as positive as you can;l the actual refusal should be stated

29、 once and briefly. l The reason should be based on facts, not emotions.l Dear Mr. Liang, l Thank you for your interest in A&M equipment. We are happy to supply you with the information you requested.l The following prices are quoted per dozen CIF New York Port. Individual units are slightly high

30、er:l Items 1Dozenl A-1 Garment Turner $180.00l A-1 Automatic Winder $90.00l Ace Thread Trimmer $120.00l No-Slip Feed Puller $132.00l In case you have any further questions, Mr. Liang, please do not hesitate to call. I can be reached between 8:30 a.m. and 6:00 p.m. at 201-881-9412.l Sincerely yours,l

31、 Dear Mr. Jeff,l I have carefully studied your letter about the ten-year-old toaster.l I have also included for you a copy of the warranty that covered this particular toaster. As you read this warranty, you will see that it contains a time limitation, “five years from the date of purchase”, that yo

32、u have perhaps forgotten.l You are undoubtedly correct in thinking that you purchased the toaster in 1985 or 1986. I checked the model number you included, #58-84, and found that the toaster was manufactured in 1984. The final two digits of the model number identify the year of manufacture. Small ap

33、pliances are normally retailed within twelve months of their purchase, so the toaster has probably given you just about ten years of service.l Modern Appliances do, however, have a factory-authorized repair agent near you: Vegas Electronics on Newgarden avenue in Salem. They will be happy to help yo

34、u.l Cordially,The ability to say “no” tactfully to customer is essential to the success of a business - adapt the indirect approach to fit a particular occasionl 1. Begin with a buffer: a device or a piece of material for reducing the shock (the delay of bad news) l 2. Explain why the refusal has to

35、 be made: presented tactfully, logically and convincingly, so that the refusal is necessary and based on a careful consideration of the probleml 3. State the refusal: as positively as the situation permits, offer some constructive suggestions which should be obtainablel 4. Close positively: to direc

36、t the readers thoughts to some happier things. End the message on a happy note. Dont apologize for your refusal.l Dear Miss Gao,l You certainly offer outstanding credentials! Your references speak highly of you; your academic record speaks for itself.l I want you to understand just what the Coordina

37、tor of Training position entails. We have here a staff of seven instructors, most of them in their mid-thirties, who handle in-house instruction of every possible type - from refresher courses in reading micrometers to seminars in management techniques. The Coordinator of Training is primarily responsible for overseeing these instructors, for deciding