Reply to Inquiry

Opening

． Mention your prospective customer’s name, e.g. if the customer signs his letter
Mr B. Green, begin Dear Mr Green, NOT Dear Sir.

． Thank the writer for his or her enquiry. Mention the date of his or her letter and quote any other references.

Confirming that you can help

Let the enquirer know near the start of your reply if you have the product or can provide the service he or she is asking about.

“Selling” your product

Encourage or persuade your prospective customer to do business with you. Mention one or two selling points of your product, including any guarantees, special offers, and discounts.

Suggesting alternatives

If you don’t have what the enquirer has asked for, but have an alternative, offer that. But do not criticize the product he or she originally asked for.

Referring the customer to another place

Refer the enquirers to another company which can help them if you are not able to handle the order.

Sending catalogues, price lists, prospectuses, and samples

Arranging demonstrations and visits:
E.g.heavy equipment, machinery, and computer installations, may need demonstrating.

Closing
Always thank the customer for contacting you.