THUONGMAI UNIVERSITY
ENGLISH FACULTY
------

GRADUATION PAPER
TOPIC:
A STUDY ON IMPROVING THE SKILL OF WRITING REPLY
LETTERS TO ENQUIRIES AND COMPLAINTS FOR SENIOR
STUDENTS OF ENGLISH FACULTY AT THUONGMAI
UNIVERSITY

HANOI - 2020


ABSTRACT
The study was conducted with the aim of improving the skill of writing reply
letters to enquiries and complaints for senior students of English Faculty. After
realizing the practicality of Business Correspondence in recent commercial activities,
the author hopes to find out the status of the writing skill of business letters of
students, difficulties and some common mistakes they often make and suggest feasible
solutions to better that skill. In fact, Business Correspondence is considered as one of
the hardest subjects in English Faculty at Thuongmai University. The main reason for
this is that business correspondence consists of many different types and each one has
its own writing style. Therefore, students often have troubles when writing business
letters. However, due to the time limitation, the author could not analyze and describe
the difficulties and popular errors of all the kinds of letters. Instead, the author only
focused on studying reply letters to enquiries and complaints. The research entitled: “A
study on improving the skill of writing reply letters to enquiries and complaints for
senior students of English Faculty at Thuongmai University” may be much useful.
The research was supported by 102 senior English-majored students at
Thuongmai University. Via data collected from the survey questionnaires, the author

analyzed and pointed out the status of the students’ writing skills, difficulties and
common mistakes that students often make, and gave some suggestions for students
and lecturers to deal with the problems and improve the skills.


ACKNOWLEDGEMENT
During the process of studying, I have been very grateful for the support of many
people who helped me accomplish this research successfully.
Firstly, I would like to express my deepest thanks to my supervisor at Thuongmai
University, Mrs. Vu Thi Thanh Hoa for the wholehearted guidance she gave me while I
was doing this research. I am truly grateful to her for her ideas, comments and
instructions, as well as encouragement and constant support. Without these, the thesis
could not have been completed.
Also, I would like to show my sincere thanks to all the lecturers of English
Faculty for teaching me valuable lessons.
Finally, I want to give my special thanks to my friends for their great help and
comments as well as senior students of English Faculty for taking part in my research.
They are my sources of spiritual energy to keep me going even when I was in the
hardest time.
Hanoi, 20th April, 2020
Hong
Hoang Bich Hong

TABLE OF CONTENTS


ABSTRACT..................................................................................................................i
ACKNOWLEDGEMENT...........................................................................................ii
TABLE OF CONTENTS............................................................................................iii
LISTOF ABBREVIATIONS.......................................................................................v

LIST OF FIGURES AND TABLES...........................................................................vi
CHAPTER 1: OVERVIEW OF THE STUDY..........................................................1
1.1 The rationale of the study......................................................................................1
1.2. Previous studies.....................................................................................................2
1.2.1. In the world.........................................................................................................2
1.2.2. In Vietnam...........................................................................................................3
1.3. Aims of the study...................................................................................................4
1.4. Research subjects..................................................................................................5
1.5. The Scope of the study..........................................................................................5
1.6. Research methodology..........................................................................................5
1.7. Organization of the study.....................................................................................6
CHAPTER 2: LITERATURE REVIEW...................................................................7
2.1 Introduction............................................................................................................7
2.2. Background knowledge of business correspondence..........................................7
2.2.1 The meaning of correspondence..........................................................................7
2.2.2 The importance of correspondence......................................................................8
2.2.3 Types of business correspondence.....................................................................10
2.2.4. Essential qualities of good business correspondence.......................................10
2.2.5 Parts of business correspondence......................................................................12
2.3. Business Enquiry letter.......................................................................................14
2.3.1 The meaning of enquiry letters..........................................................................14
2.3.2 Methods of enquiries..........................................................................................14
2.3.3 Some types of inquiry letters..............................................................................14
2.3.4 Replying to letters of enquiries..........................................................................15
2.3.5 Points to be kept in mind when writing reply letters of enquiries.....................18
2.4. Complaint letters.................................................................................................19
2.4.1 The meaning of complaint letters......................................................................19
2.4.2 Some types of complaint letters..........................................................................19



2.4.3

Replying to letters of complaints...................................................................20

CHAPTER 3: RESEARCH FINDINGS..................................................................22
3.1 The status of writing reply letters to enquiries and complaints of senior
students of English Faculty........................................................................................22
3.2 Difficulties and some common mistakes in writing reply letters to enquiries
and complaints...........................................................................................................24
3.2.1 Difficulties and some common mistakes in writing the opening part of reply
letters to enquiries.......................................................................................................24
3.2.2 Difficulties and some common mistakes in writing the body part of reply letters
to enquiries.................................................................................................................. 25
3.2.3 Difficulties and some common mistakes in writing the closing part of reply
letters to enquiries.......................................................................................................31
3.3 Difficulties and some common mistakes in writing reply letters to complaints
..................................................................................................................................... 32
3.3.1 Difficulties and some common mistakes in writing the opening part of reply
letters to complaints....................................................................................................32
3.3.2 Difficulties and some common mistakes in writing the body part of reply letters
to complaints...............................................................................................................34
3.3.3 Difficulties and some common mistakes in writing the closing part of reply
letters of complaint......................................................................................................39
CHAPTER 4: RECOMMENDATIONS AND SUGGESTIONS............................41
4.1 Solutions to improving the skill of writing reply letters to enquiries and
complaints for senior students...................................................................................41
4.1.1. Solutions for lecturers.......................................................................................41
4.1.2 Solutions for senior students..............................................................................43
4.2 Suggestions for further study..............................................................................48
CONCLUSION..........................................................................................................49

REFERENCES
APPENDIX


LISTOF ABBREVIATIONS
No.
1

Abbreviations
TMU

English name
Thuongmai University

Vietnamese name
Đại học Thương Mại


LIST OF FIGURES AND TABLES

Diagram 3.1 The ability of writing reply letters to enquiries and complaints..............23
Diagram 3.2 Difficulties and some common mistakes in writing the opening part of
reply letters to enquiries..............................................................................................24
Diagram 3.3 Some common mistakes in writing the body part of reply letters to
enquiries...................................................................................................................... 27
Diagram 3.3 Some common mistakes in writing the opening part of reply letters to
complaints...................................................................................................................33
Diagram 3.4 Difficulties in writing the body part of reply letters to complaints..........34
Diagram 3.5 Some common mistakes in writing the body part of reply letters to
complaints...................................................................................................................35

Diagram 4.1 Solutions for lecturers to help students improve the skill of writing reply
letters to enquiries and complaints..............................................................................41
Table 3.1 Difficulties in writing the opening part of reply letters to enquiries.............25
Table 3.2 Common mistakes in writing the closing part of reply letters to enquiries...31
Table 3.3 Difficulties in writing the opening part of reply letters to complaints..........32
Table 3.4 Difficulties in writing the closing part of reply letters to complaints...........39
Table 4.1 Solutions to improving the skill of writing reply letters to enquiries and
complaints for senior students.....................................................................................43


CHAPTER 1: OVERVIEW OF THE STUDY
*****
The first chapter shows the overview of the study on improving the skill of
writing reply letters to enquiries and complaints for senior students of English Faculty
at Thuongmai University (TMU.) In particular, this chapter emphasizes the rationale
and further studies, the aims, research subjects, the scope of the study, and the research
methodology. The organization of the thesis is also pointed out clearly.
1.1 The rationale of the study
It is evident that English is considered as one of the most vital languages in the
today’s world. Many countries have declared English an official language at the local
or regional level. It is estimated that about more than three million people speak
English as their first or native language. Besides, many other people speak it as a
foreign language which is an indispensable means of communication in our daily lives.
Nowadays, due to global integration trend, the business world has need for the
global language of English. Many countries not only focus on operating in the
domestic market but also expand their scope of business overseas. Therefore, it is
more necessary for everyone, especially people who work for foreign companies, to
have a good command of English to communicate with their customers as well as
partners around the world. Currently, one of the most popular means of
communication in business is business correspondence. Due to the geographical

distance, it is not feasible to have face-to-face meetings with other parties. Meanwhile,
compared to other kinds of communication such as telephone or fax, it is a more
convenient and economical way to exchange information evidently and keep contact
with customers and partners.
As a senior student of English Faculty at TMU, who will engage in the labor
market in the near future, I realize that improving the skill of writing business letters is
a crucial issue that helps every student to meet the demands of employers, and as a
result, they can expand their professional opportunity in the increasingly competitive
market like nowadays. There is a variety of business correspondence types but one of
the most difficult letters to write is reply letters to enquiries and complaints.

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From the above reasons, in my research, I will investigate some difficulties in
writing reply letters to enquiries and complaints of senior-English - majored students
at Thuongmai University as well as provide feasible solutions to sharpen their writing
correspondence skill. Therefore, I would like to conduct my research entitled: “A study
on improving the skill of writing reply letters to enquiries and complaints for senior
students of English faculty at Thuongmai University”. I hope this thesis will help them
find out their common mistakes and obtain some suitable methods to enhance their
writing skill.
1.2. Previous studies
Although there are many previous studies on business correspondence, the one
concentrating on improving the skill of writing particular letters for senior Englishmajored students is restricted. However, I have found some researches that could
support my study and provide me with some useful information which makes my
study more evident and reliable.
1.2.1. In the world
In study of Harrison McJohnston named “Business Correspondence” which was
written in 1918, he mentioned how to write effective inquiries and requests. In

particular, he pointed out that “it is frequently the inquirer’s fault when he gets an
unsatisfactory reply to his inquiry. His letter may be incomplete or inaccurate or
indefinite, or it may have the wrong tone, or in some other way show lack of
consideration for the reader’s point of view”, and “it is decidedly important to develop
the good-will of the seller”. Besides, in his study, he also emphasized to describe why
letters fail and why letters make good, which is really useful to help many people,
especially students know how to improve their writing business correspondence letter
skill. He showed some main reasons that led to a failed letter: “When a writer of sales
letters deliberately avoids general conclusions and general statements of his own
opinions, he makes it just so much easier to fill his letter with punch, in other words,
with facts, clearly and interestingly presented, which will influence his addressee to
reach the desire conclusion. When he states conclusions as well as facts he usually
makes the mistakes of telling the reader something which the latter already knows”.
“Another most common cause of failure is lack of good salesmanship.”

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The other authors who also contributed to this topic are F.I.L (Ger) and D.Ann
Cr. “English Business Letters for Foreign Students” was the research they did and
completed in 1991. They showed some common mistakes when quoting catalogue
numbers or typing figures in the quantity column. They pointed out that clarity was a
very important factor to constitute a good reply letter.
Another research that was famous in the world is “Ford Handbook of
Commercial Correspondence” written by A. Ashley in 2007. It has been designed to
provide a comprehensive guide and reference to the essential writing skills needed in
the commercial world. She presented the ways to write a good reply letter of enquiry:
“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. It is irritating to read a long letter only
to find that the supplier cannot help.” Besides, she also said that “if you do not have

what the enquirer has asked for, but have alternatives, offer that. But do not criticize
the product he or she originally asked for.” When writing replies, she emphasized that
it is necessary to mention one or two selling points of product, including any
guarantees, special offers, and discounts.
1.2.2. In Vietnam
One of the most well-known researches in Vietnam in this topic is “The
Language of business Correspondence in English” written by Professor Nguyen Trong
Dan. In the 6th, edition (2010) the research presented some points that should be noted
when writing enquiries as well as reply to inquiries. He pointed out that enquiries
should be answered, even those that cannot for some reason be given a complete
response”, and “if the information requested cannot be provided at all, if it is
confidential you should explain this in your letter”.

Besides, he provided some

samples of reply letters to make it clear for readers. More importantly, he also did a
research on writing reply letters of complaints and claims. In particular, he analyzed
some rules that everyone should observe to deal with a complaint such as expressing
your regret and promise to put matters right or never trying to excuse yourself by
blaming any of your staff.
“English for Commercial Correspondences” (2006) was the book written by
Nguyen Bich Ngoc and Dao Thi Huong. It is an important material for business people

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and aims at meeting the needs of all students in Commercial English department at the
Hanoi Commercial and Tourism College, and at the same time, it can serve as a hand
book for those who are engaged in foreign trade transactions in Vietnam. This book
also gave everyone useful instructions to write an effective letters as well as the ways

to improve their writing skill.
In general, the mentioned studies could help students have a full understanding of
business correspondence and point out the way to write these kinds of letters more
effectively. I also hope that my study can allow students, especially senior students of
English Faculty to realize their popular mistakes in writing reply letters to enquiries
and complaints and, therefore, they can find out the most suitable solutions to improve
their skill.
1.3. Aims of the study
It is clearly evident that business correspondence is an important tool for
business activities’ communication or exchange information, especially to senior
English- majored students at TMU, who will often use it for their jobs in the future.
This is why the thesis is aimed to design a study on improving the skill of writing
reply letters to enquiries and complaints for senior students of English faculty at TMU.
Throughout finding the status and difficulties senior students often encounter when
writing these reply letters, the study would suggest some possible solutions to those
difficulties. This will be very helpful for teachers to motivate their students in writing
class. These suggestions also wish to help the students develop their writing
correspondence skill.
Furthermore, the ambition of this thesis is actively, directly and effectively to
contribute to the further research, development and implementation of writing business
correspondence. This thesis can be seen as an overall picture that allows students to
have a full understanding of common mistakes in writing particular business letters
and enhance this skill.
There are three following questions of this research:
What is the status of writing reply letters to enquiries and complaints for senior
students of English Faculty at Thuongmai University?

4



What are the most common difficulties and mistake that senior English-majored
students at TMU tend to meet and make when writing reply letters to enquiries and
complaints?
What are the solutions to help students avoid these mistakes and difficulties as
well as enhance their skill?
1.4. Research subjects
This study is about the skill of writing reply reply letters to enquiry and
complaints as well as solutions to enhance this skill for senior students whose major is
English at TMU. Thanks to enthusiastic support from senior students of English
Faculty at TMU, this study has been completed successfully.
1.5. The Scope of the study
Because of the limitations of time and knowledge and the shortage of materials,
this research only focuses on finding out the status and some common mistakes and
difficulties in writing reply letters to enquiries and complaints and then suggests
suitable solutions for senior students of English Faculty at TMU to improve their skill.
The result of this paper was based on the survey questionnaire given to Englishmajored students of K52N at TMU. It is a product of a long researching process with a
series of activities unfolding overtime. It involves a number of steps such as the
collection of data, the evaluation of results, and so on.
1.6. Research methodology
In order to perform this study as well as acquire more accurate and reliable
results, I mainly applied survey research. According to Aysha Mohd Sharif, “survey
research designs are procedures in quantitative research in which investigators
administer a survey to designs a survey to a sample or to the entire population of
people to describe the attitudes, opinions, behaviors, or characteristics of the
population. Survey studies describe trends in the data rather than offering rigorous
explanations. Survey help identify important beliefs and attitudes of individuals
towards national trends or policies.” The ultimate goal of survey is to learn about a
large population by developing a survey. I also use online surveys as they are popular
and more convenient and made available on the Internet.


5


Steps in conducting the study:
Firstly, I started to gather all opinions and studies, researches and books of
famous authors who had studies on business correspondence as well as necessary
articles on the Internet selectively.
After that, I gave senior students of English Faculty some questionnaires
including some popular difficulties and mistakes they often meet when writing reply
letters to enquiries and complaints. They completed them by putting sticks on points
that are their difficulties. At the end of each questionnaire, students were encouraged
to suggest feasible solutions to solve the problems. When students completed these
questionnaires, I collected them and thanked them for engaging in my study.
Finally, I started to analyze data that I had collected. This step helped me to find
out the main points as well as acquired accurate results as my expectation. The given
figures were based on the data collected from questionnaire and presented in charts.
1.7. Organization of the study
The study is divided into four parts:
“Chapter 1: Overview of the study” is

the introduction dealing with the

rationale, previous studies, aims of the study, research subjects, the scope of the
study, research methodology and the organization of the study.
“Chapter 2: Literature review” provide a general overview of business
correspondence and theoretical background related to reply reply letters to enquiries
and complaints.
“Chapter 3: Research findings” presents the results of the study and discussion
including the status, difficulties and common mistakes in writing reply letters to
enquiries and complaints and a brief summary of the research.

“Chapter 4: Recommendations and suggestions” suggest some solutions to
improve the skill of writing reply letters for inquiry and complaint for senior students
of English Faculty at TMU and make some suggestions for further study.
Besides, the study also includes the conclusion which summarizes the contents of
the paper explored in the study.

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CHAPTER 2: LITERATURE REVIEW
*****
2.1 Introduction
Before starting doing a research on improving the skill of writing reply letters to
enquiries and complaints for senior students of English Faculty at TMU, we have to
have a full understanding of business correspondence, especially enquiry letters and
complaint letters. It is very important because when we have an overview of nature of
these kinds of business correspondence, it is much easy for us to find out difficulties
and common mistakes as well as solutions to deal with these problems that senior
students often encounter. For this reason, this chapter will demonstrate clearly
knowledge related to business correspondence, including the background knowledge
of business correspondence and then concentrating on business enquiry letters and
complaint letters.
2.2. Background knowledge of business correspondence
2.2.1 The meaning of correspondence
There are some different ways to define business correspondence as well as
mention its meaning.
According to Wikipedia, “business correspondence means the exchange of
information in a written format for the process of business activities. Business
correspondence can take place between organizations, within organizations or
between the customers and the organization. The correspondence refers to the written

communication between persons. Hence oral communication or face communication
is not a business correspondence”.
From Cambridge Dictionary, “Business correspondence means letters and other
methods of communication between businesses”.
According to Business Dictionary, business correspondence is any written or
digital communication exchanged by two or more parties” Business correspondence
comes in the form of letters, emails or text messages”.
In the Business Correspondence Textbook of TMU, the meaning of business
correspondence

is

also

mentioned

clearly.

7

According

to

this

textbook,


“Communication through exchange of letters is known as correspondence.”

“Business correspondence or letter is a written communication between two parties”.
Therefore, it may be “defined as a media or means through which views are expressed
and ideas or information is communicated in writing in the process of business
activities.”
In conclusion, nowadays, business correspondence is an essential part of any
business transactions in the world. It is the way people keep in touch with customers
and partners, provide and exchange information, ideas or thoughts together.

For

example, customers can write letters to suppliers of goods to ask them more
information about the products they are interested in such as the size, price, color and
payment. Suppliers may write reply letters to customers’ complaints as well as enquiry
and job application letters are also business correspondence. In other words, any
communication in the form of the letters is correspondence.
2.2.2 The importance of correspondence
The integration trend of economy helps business operations occur everywhere
and in every country all over the world. It means that business operations are not
limited in any nation or locality. Customers can place order of goods not only from
domestic companies but also foreign companies. Suppliers also have a chance to sell
their products for many customers in other nations to expand their brand as well as
promote their business efficiency. Therefore, it is not easy for both customers and
suppliers to have face-to-face meetings all the time as it will waste their time and
money. In other words, one of the most useful features is the ease of reaching and
communicating with different parties.
2.2.2.1. Maintaining proper relationship
As mentioned above, business activities are not restricted to any one locality or
area. Compared to the past, nowadays, although production can be held in one place
consumption can occur everywhere. Therefore, customers as well as sellers are
scattered around the world. As a result, it is quite difficult for both customers and

sellers to encounter in person whenever they want due to the time and money.
Meanwhile, maintaining the relationship with customers or partners is really important
for each company because they are the people who decide the turnover company can

8


receive. Thus, business correspondence plays a vital role in helping them keep in touch
together or keep on business in the near future. In particular, instead of meeting faceto-face, businessmen can write letters to provide more details about their products for
customers as well as send them quotations. After purchasing, customers also can write
letters or emails to give feedbacks or ask for other goods to continue to buy.
2.2.2.2 Economical and convenient mode of communication
In comparison with other means of communication such as fax, telephone, telex
etc., business correspondence is considered the cheapest and convenient way to provide,
exchange information, ideas as well as maintain relationship with customers and
partners. Because people do not need to waste time and money to meet others in person
and the only they have to do is just writing letters or emails and send them quickly.
2.2.2.3. Creating and maintaining goodwill
Besides the above important roles, business correspondence also helps to create
and preserve goodwill. Letters or emails that are sent to customers are not only used to
provide customers information of products but also utilized to enquire about
complaints and suggestions of their customers or sometimes inform the customers
about the availability of a new brand product. Thus, they can enhance and build a good
relationship with customers, hence enhance goodwill of the business.
2.2.2.4 Serving as evidence
The history of any transactions is very important because it can be evidence
when disputes occur. Actually, it is difficult for traders to memorize all information
including facts or figures in a conservation between businessmen. Sometimes, if they
just make transactions via words without any written reports, when having conflicts,
there is no real evidence for each party to demonstrate that they are right. Therefore,

letters or emails are often used to keep a record of all facts and serve as evidence in
any cases.
2.2.2.5 Helping in expanding business
Information in business such as promotion, prevailing prices, marketing
activities, etc. is very important to the expansion of a business. To collect information,
it is not feasible for the trader to move from a place to others because he will end up
doing nothing and this leads to loss of time and affects work efficiency. Meanwhile, he

9


can use this loss of time to do other necessary things for company. In this case,
business correspondence will help traders to be able to make all enquiries about the
products and the markets or even receive orders from customers around the world,
which enhances sales.
2.2.3 Types of business correspondence
Business correspondence is written with different purposes, which depends on
who writes and in which cases it is written. For example, the purpose may be an
enquiry of a product to know its price, size, quality and this is written by customers.
These kinds of letters are called enquiry letters. Therefore, with each purpose, we have
different types of business correspondence as below:


Business enquiry letter



Quotation letter




Order letter



Complaint letter



Recovery letter

2.2.4. Essential qualities of good business correspondence
A letter has to demonstrate the intention of the writer of the content. In other
words, a letter should serve the purpose for which it is written. If a customer wants to
receive some information of products from the supplier, that letter should consist of all
the necessary details such as sizes, colors, modes of payment, preferable lead time, etc.
Everything should be presented clearly and coherently, which helps to avoid
misunderstanding between customers and suppliers. Meanwhile, it is not easy for
everyone to be able to write a good business letter, especially in the first time. In order
to write a good business correspondence, at first, we have to learn about its important
qualities. The qualities of business correspondence are divided into two types: inner
qualities and outer qualities.
2.2.4.1 Inner qualities- it refers to the quality of language and how it is presented
in the letter.
a. Simplicity: the first inner quality of a business letter is simplicity. Difficult
words should be avoided and using easy language is preferable because it will take us
time to check new words on dictionary and nobody like doing this.
10



b. Clarity: The language used in the letter should be clear, unambiguous, so the
reader can understand all the information written easily and correctly. A failed business
correspondence is the one which leads to misunderstanding between two parties.
c. Accuracy: the accuracy is a dispensable quality that everyone should keep in
mind all the time. The content should be accurate to, the best of the sender’s
knowledge. It means that there is no mistake in grammar, spellings, punctuations as
well as the way presented.
d. Completeness: It means that the letter has to provide all the information that
the receiver asked and wanted to know. For example, when writing reply letter for
inquiry, the writer should provide and mention features of the products such as shape,
size, color, price as well as modes of payment, etc.
e. Relevance: The letter should only provide necessary information that the
reader wants to know to keep the letter clear and brief. Other unrelated information
should not be mentioned as it can make reader confused or even annoyed.
f. Courtesy: Some words such as “like”,” thank you”, etc. are encouraged to use
when writing business correspondence to build the goodwill of reader.
g. Neatness: The neat letters are always appreciated by readers. It can easily
attract reader, especially prissy readers. In any cases, a letter should have a good
appearance and presentation. It is important to avoid using long sentences or words.
2.2.4.2 Outer qualities- it means the appearance of the letter including quality of
paper, the color of paper, sizes of paper, folding of letter or even envelope.
a. Quality of paper: the quality of paper show the economic status of the
company as nowadays, the cost of paper is not cheap at all. Therefore, we should use
good paper for originals and ordinary paper for duplicate copy.
b. Color of paper: we should use different color to identify different kind of
business correspondence.. It is very useful for receiver to recognize and reply
immediately.
c. Size of the paper: (A4) is the standard size for business correspondence. The
size of paper has to fit with the size of envelope.
d. Folding of letter: The letter should be folded promptly and uniformly. It also

should fit to the size of the envelope.

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e. Envelope: The size and quality of envelopes should be focused by the writer.
Its size should be in accordance with the size of paper. There are many kinds of
envelop. For example, some have windows so there is no need to write receiver’s
information on the outside. Others made form easy damaged materials should give
more extra protection.
2.2.5 Parts of business correspondence
There are 12 essential parts of each business letter as below:
2.2.5.1 Heading
The heading of business letter includes name, postal address of the business, Email address, website address, telephone number, fax number, trade mark or logo of
the business.
2.2.5.2 Date
Normally, the date is written on the right side after the heading as the day, month
ad year.
2.2.5.3 Reference
It indicates letter number and the department from where the letter is being sent
and the year. It is useful for the future reference. This reference number is written on
the left side after heading.
2.2.5.4 Inside address
It includes the name, full address of the person or the company to whom the
letter is to be sent. It is written on the left side, below reference number. Letters should
be addressed to the responsible head.
2.2.5.5 Subject
The subject is a brief statement and indicates the matter of the latter. It can help
the reader know the main content of the letter and attract the receiver’s attention
immediately. For example:

Subject: Quotation of Homeware crafts lampshade
Subject: Inquiry about hot trend coconut bowls

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2.2.5.6 Salutation
The salutation is below the inside address, followed by a comma. There are some
different forms of salutation
For example: Sir/Madam: for official and formal correspondence
Dear Sir/Madam: for addressing an individual
Dear Sirs/ Madam: for addressing a firm or a company
2.2.5.7

Body of the letter

After salutation is the body of the letter. It is divided into three parts.
a. Opening part is the introducing part of the letter. In this part, the reader’s
attention should be drawn to the previous correspondence.
b. Main part contains the subject matter of the letter.
c. Concluding part contains a statement of the writer’s attention, hopes and
expectations. Besides, the writer should always look ahead for positive respond. At the
end, it is necessary to use some words such as “Thank you”, “With regards”, “Best
regards”, etc.
2.2.5.8 Complimentary close
It is a polite way of ending a letter. It must fit to the salutation above
For example:
Salutation
Dear Sir/ Madam
Dear Mr.Jame


Complimentary close
Yours faithfully
Yours sincerely

2.5.5.9 Signature
Signature lies under the complementary close and is written in ink and should be
legible. Moreover, the full name of the writer should be types right after the signature,
followed by designation. The name of the firm could be included below the
designation of the sender.
2.5.5.10 Enclosures
This is required when some documents like cheque, draft, bills, etc. are attached
with the letter. These documents will be listed in serial numbers. For example:

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(i) the list of the products received
(ii) A draft sales contract for Mr James.
2.5.5.11 Copy circulation
This is required when sending copies to persons apart of the addressee. It is
denoted as C. C.
For example: C.C. (i) The Sales Manager, Homeware crafts Company.
2.5.5.12 Post script: This is required when the sender wants to add other
information, which is not mentioned in the body of the letter, called P.S.
For example: P.S.- we will send you sales contract to confirm in this afternoon.
2.3. Business Enquiry letter
2.3.1 The meaning of enquiry letters
Enquiry letters are ones of the main types of business correspondence. It is the
letter that buyers write to ask for more information of the products they are interested

in, including the quality, the size, color, shape, price, delivery term and payments, etc.
2.3.2 Methods of enquiries
As usual, an enquiry can be sent via some means such as telephone, telex, fax or
postcard. However, if you want to give more information about yourself or even want
to receive more details, it is better to write a business letter. The content of the letter
will be affected by some factors: how well you know about your supplier, whether
your supplier is at home or abroad; and the type of goods you are asking about.
2.3.3 Some types of inquiry letters
Due to different purposes, the inquiry letter is also divided into some main types
as below.
a. Inquiry letters of catalogues, price-lists, prospectuses: when asking for
catalogues, booklets, or brochures, you just need give necessary information about
yourself, not all information. The letter should be kept brief as mentioned above. This
can be done by postcards but it is really important to provide your address, phone
number, telex and fax number.
For example: “I would appreciate your sending me an up-to-date price-list for
your building materials.”

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b. Inquiry letters of details: it is necessary for you to make clear statements to
point out what you want when asking for goods or services. In particular, if you reply
to an advertisement of recruitment, you should mention the newspaper, the date, and
quote any box number or department number given. For example: “I am interested in
your advertisement of recruiting a new manager in New Life newspaper yesterday. I
would like to know more about job description which you offered.”
c. Inquiry letters of samples, patterns, demonstrations: Sometimes, with
intention of placing a large order, the buyer may want to buy a sample to check the
quality of the product. Therefore, you can write a letter to ask them to send you a

sample, patterns or even ask them whether you can visit their showrooms or not.
For example: “We would appreciate it if you could send me some samples of the
material so that we can examine its quality?”
d. Inquiry letters of terms, methods of payments and discounts: Firms
sometimes state the prices and conditions in their advertisements. However, you can write
letters to ask them more about modes of payment, the quantity that they can buy to receive
discounts or other terms such as delivery term. This letter is very important because if you
can persuade the seller to reduce prices for you, you can save a lot of money.
For example: “We intend to place a substantial order, and would therefore like to
know what quantity discounts you allow.”
e. Inquiry letters of goods on approval or sale or return: sometimes
wholesalers and retailers want to see how a line will sell before placing a form order
with the supplier by getting goods on approval or a sale or return basis. The supplier
will also place a time limit on when the goods must ne returned and paid for.
f.

Inquiry letters of an estimate or tender: Estimates are quotations to

complete a job of work, for example, putting a new roof on a factory or installing
machinery. Tenders are similar quotations, but they are in a written form and often
used when the job is much larger.
2.3.4 Replying to letters of enquiries
To be able to write a good reply letter, especially reply letters to enquiries, we
have to have a full understanding of how to write them correctly. As other kinds of

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business letter, a reply letter to enquiries also consists of three main parts: opening,
body and closing part.

2.3.4.1 Opening
In this part, you must mention your prospective customer’s name to indicate that
you have paid more attention to remember the enquirer’s name. For instance: Dear Mr
James, etc.
After that, you should thank the writer for his/ her inquiry as well as mention the
date of his/ her letter and quote other references that appear.
“Thank you for your enquiry of March 25th 2020 in which you asked me
about….”
“I would like to thank you for enquiry of January 21 st and I am pleased to tell
you that we would be able to supply you with the….”
2.3.4.2 Body part
a. Confirming that you can help
It is important for you to confirm whether you can provide products or services
that customers are asking you or not.
“We can supply products that you asked me before…”
“I am pleased to say that we are able to supply you with the ….”
b. Selling your product.
Let’s encourage and try your best to persuade customers to buy your products.
After confirming you can supply products that customers are interested in, you should
mention one or two selling points of your products such as about quality, price, etc.
Because as you know, customers might have made many enquiries to other
companies, so you have to demonstrate the reason why they should buy your goods,
not other firms’ goods.
“We can assure you that this product is one of the most outstanding ones on the
market today, and our confidence in it is supported by our 3-year guarantee.”
a. Suggesting alternatives
In case you do not have the products that customers are interested in, you can
suggest them other ones for their conferences.

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“Unfortunately, due to the cost of material, we have stopped to manufacture
these kinds of products. However, we have many other nice and high quality ones
which will be able to meet your requirement…”
b. Referring the customer elsewhere
If you may not be able to handle the order or answer the enquiry, let’s tell him
and if possible refer him elsewhere.
“I regret to say that we no longer produce the products you asked me since the
cost of material is much more expensive than before. I am so sorry we cannot be of
help to you.”
c. Catalogues, price-lists, prospectuses, samples.
It is necessary to enclose your current catalogues and price-lists if you are
sending them. If you are sending samples, let customers know they will follow the
letter immediately by separate posts.
“…and we have enclosed our catalogues, so please check and tell me the models
you are interested in…”
“When ordering, could you please quote these numbers? The samples you asked
for will follow by separate post.”
d. Demonstrations, representatives, showroom visits.
Some kinds of products such as heavy machinery, installations, may need
demonstrating. Therefore, the company may send a representative, or an adviser if the
equipment is to be installed or even suggest the customer to visit their agent in his own
country, or a stockiest with a showroom.
2.3.4.3 Closing part
In this part, remember to thank the customer for writing to you if you do not do
in the beginning. Besides, you should encourage further inquiries.
“Please feel free to contact me if you have any questions.”
“I look forward to hearing from you, and can assure that your order will be dealt
with promptly.”

“Once again thank you for your inquiry and would welcome any further points
you would like us to answer.”

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2.3.5 Points to be kept in mind when writing reply letters of enquiries
There are some main points that we have to keep in mind when writing reply
letters of enquiries.
Firstly, it is very important that the reply letters of inquiries not only provides
information of products or goods that the buyer asked about, but also shows the kind
of your firm is to help them have a good understanding of you and your company.
Secondly, some openings such as: “We are in receipt of your inquiry” or” With
reference to your enquiry”, etc. should not be used as it makes the letter sound cold
and not natural.
Next, some phrases such as “We are talking the liberty of sending you.” or “We
hasten to reply to go esteemed enquiry of the 10 th inst.” They can make other people
think that your firm should have been bankrupt a century ago.
Moreover, in order to sell your products, you must have faith in them. You also
make sure that you have provided all the information that the buyer wants to know,
and have supplied the printed matter that you think will help customers.
Besides, one of the ways to make you appear at best desperate, or worse is using
“It was with the utmost pleasure that we receive…” or “We deeply regret that we
cannot supply you with…” Instead, you can use “Thank you for …” “I am sorry
that…” is enough.
More importantly, a reply to the first inquiry of customers plays a vital role and
has a considerable bearing on initial customer’s impression on your products as well as
your company. Therefore, a direct approach, telling the customers what the products
are, why he should buy them and their cost, etc. will leave a strong impression of an
efficient company that can handle his order smoothly.

Finally, it is necessary to check the letter again after writing it to ensure that you
have answered all the customers’ questions, and included the points you wanted to
make. The best test of all, of course, is to ask yourself if you would order something
from a firm that has sent you the letter you have written.

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