1 © Clarity Language Consultants Ltd, 2007 Study sheet Enquiries and Responses http://www.clarity.com.hk Enquiries What is the purpose of this document? Letters and emails of enquiry are usually very simple. The purpose is simply to ask for some information to be given or sent, and to thank the person who is going to send it. The letter should begin by telling or reminding the reader why you are writing. This may be because you have read an advertisement, or as the result of a previous conversation. You need to ask clearly and specifically for what you want, and if necessary include information about how the reader can get back in contact with you. What should I be careful of? 1. Do not forget to refer to any catalogues, brochures or advertisements and include any reference numbers that may be relevant to your enquiry. 2. Do not forget to include any information about yourself - address, phone and fax number, email address and so on - which will enable the reader to reply. 3. Do be as specific as possible about the information you want. 4. Do include thanks or an expression using the word 'grateful'. You are making an enquiry, not an order. What sort of language do I need? Asking a question We often ask a question in an indirect way, when giving the reason for writing: - I am writing to enquire about the price of your classes. - Just a note to see if prices are the same as last year. Enquire is a more formal word than ask. Note these different ways to follow the verb enquire: I am writing to enquire about the price of tickets. where I can get tickets. whether tickets are available. if tickets are available. about the availability of tickets. Asking people to do things Here are some ways of asking people to do things, in order of formality, from most to least formal: 1. I would also be grateful if you would send me a brochure. 2. Could you phone me at 2327 8867 if you can help? 3. Can you give me a call in the morning? 4. Any chance of a hand with the deliveries? Thanking in advance If we ask someone to do something, it is courteous to thank them in advance. - With thanks in advance for your help. - Thank you in advance for your help. These are both ways to end a letter of enquiry. A less formal letter might simply end: Many thanks! Be careful! In some contexts, the expression Thanks a lot is used sarcastically to indicate that someone has not been very helpful. It is better to avoid it. Responses What is the purpose of this document? Replies to enquiries can be positive, for example when you give the reader information, or agree to do something. They can also be negative, saying you are unable to help, or do not have the information, service or product that the reader has asked for. 2 © Clarity Language Consultants Ltd, 2007 Study sheet Enquiries and Responses http://www.clarity.com.hk If the letter is positive it may also have the purpose of persuading the reader to do something such as buying a product or booking a service. In order to do this, you might want to include extra information or attractive-sounding descriptions. You will certainly want to make a good impression on the reader by sounding helpful, business-like, and efficient. Letters replying to an enquiry usually finish with an offer to give more information or further help if this is needed. If the letter is negative, the negative information should usually be given in a way that does not preclude further contact: you might be writing to a potential colleague or customer, or someone who has been a colleague or customer in the past. In a negative letter, you might want to offer a solution to the problem, despite being unable to help personally. What should I be careful of? 1. Do not make any promises you cannot guarantee to keep. If the enquiry has been about discounts, delivery dates, or other factors which may be flexible, make it clear what you generally do. Do not say what you will do in this case until you have agreed on something definite. 2. Do not cut off contact with someone you give a negative reply to. You might need them in the future. Remember to thank the reader for the enquiry. 3. Do include all the information the reader has asked for. 4. Do apologize for not being able to help, if this is the case. 5. Do invite the reader to call or write to you again with further enquiries. Include the information (phone number, email address) that he or she might need to do this. What sort of language do I need? Responding to a question We usually begin by referring to the enquiry you are answering. This helps the reader to know immediately what the email or letter is about, and can also set a positive tone, especially using expressions like these: - Thank you very much for your enquiry of May 9th. (Formal) - Good to hear from you again! (Very informal - to someone you know well) Referring to an enclosed item Here are some different ways to draw the reader's attention to something you have enclosed in the envelope with a letter or attached to an email: - I enclose a copy of our latest catalogue. - Please find attached a pdf of our latest prospectus. Giving extra information Sometimes, we can offer more than the original enquiry asked for. This may persuade the reader to make additional purchases. These are some ways to introduce extra information: - You may also be interested to know that we can offer vegetarian food. - You might like to know that we also sell a range of natural cosmetics. Inviting more contact - If you need any further information at all, please do not hesitate to call me. (Formal) - Let me know if you need any more info. (Informal) Apologizing for not being able to help - I regret to say that we no longer stock this software title. However, if you have problems with your existing copy, our technical support staff may be able to provide help. (Formal) . Language Consultants Ltd, 2007 Study sheet Enquiries and Responses http://www.clarity.com.hk Enquiries What is the purpose of this document? Letters and emails of enquiry are usually. that the reader has asked for. 2 © Clarity Language Consultants Ltd, 2007 Study sheet Enquiries and Responses http://www.clarity.com.hk If the letter is positive it may also have. advertisements and include any reference numbers that may be relevant to your enquiry. 2. Do not forget to include any information about yourself - address, phone and fax number, email address and