Letter 2.2.

Date: 2015-10-07; view: 381.

ANSWERS TO INQUIRIES

Inquiry letters are a valuable source of good will and potential sales. They are welcomed by most companies and treated with the same attention given an order. There are two ways of responding to an inquiry: the granting of the request or the refusal of the request. The latter, of course, is the more difficult problem. However, the granting of a request should also be carefully handled, for the answer to any inquiry is actually a sales letter and may result in orders if skillfully written.

To refuse a request and still retain the customer's good will is difficult. Even an unreasonable request must be answered tactfully and, if possible, an explanation of the reason for refusal should be given. By all means, express appreciation and try to recommend some satisfactory solution.

Now look through the letters replying to the previous enquiries. Pay attention to the underlined phrases.