Chapter 4 Replies

1. Chapter 4 Replies Group one:黄艳贞 黎文素 刘 珣

2. It is inevitable for businessmen to handle a company’s correspondence by answering the mail each day. The main purpose of writing the letter is to convey the necessary information and courtesy. Sometimes Companies use form letters for certain types of replies, such as order acknowledgements. However, a personal, carefully worded reply can reap both goodwill and profits.

3. In this presentation, we will discuss: How to give negative response properly The structure of replies Language used in replies

4. The structure of replies

5. Dear Mr. Reyolds:I am very glad to hear that you are going to teach in our university this fall and we will work together for a long time. I feel pleased to answer your questions.1.You will teach freshmen and sophomores in this university. Most of them are very interested in English and are good at grammar points. They have a lot of spare time to practice their English. However, their vocabulary is limited.2.You can teach Accounting English as your major is accounting. We will be grateful if you teach 12 hours per week.3.Although there are several textbooks here, you’d better bring some teaching materials that you are familiar with so that you will teach with high proficiency. If it is inconvenient for you to carry them with you, you can transport the books at our expense.4.It is not necessary for you to speak Chinese very well. However, if you can speak a little Chinese, you will find it easier to communicate with your students. Furthermore, becoming familiar with the Chinese culture, customs, and economy will be beneficial. Many guidebooks in English are available in our library and you can approach them through the Internet at www.dufe.edu.cn/lib.Please fax me details of your travel plans, and I will make arrangements to meet you at the airport and help you get settled in your new home.Sincerely yours,Erik Wang

6. The first type of structure: Express gratitude of receiving inquiries and pleasure of responding the reader. Reply the questions one by one. End the letter with a friendly and helpful tone.

7. Dear Ms. Smith:Your ad for curtains arouse our attention. Would you please send us details of your various range, including sizes, colors and prices (FOB Liverpool) and also indicate the different qualities of materials used.As we are a large dealer in textiles in the US and there is a promising market in our area for moderately priced house clothing, your prompt attention will bring you a big business with us.Best wishes,John RusselSales Manager

8. Dear Sirs:With reference to your inquiry of May 20, we have sent you our price list for bulk buying under separate cover. Your reply is expected.Yours faithfully,

9. Dear Mr. Russel:Thank you for your inquiry of May 20. According to your request, we enclose our illustrated catalogue and price list giving the details you ask for (in the separate cover). You can find a range of samples covering the full line of our curtains for your consideration.These colors will be just what you need. Furthermore, the beautiful patterns and the excellent workmanship should attract the majority of buyers.We’d like to invite your attention to our other products, such as table clothes and table napkins, details of which will be found also in the catalogue.We are pleased to serve you at any time.Yours faithfully,Bill Smith

10. The second type of structure: Begin with the answer or state that you are complying with the request. Show thanks or sincere interest in the request and the person. Present the most important information in a positive way. Focus on the reader’s benefits associated with the information. Provide additional helpful information and tell the reader what actions you will take for him or her. End the letter with confidence and courtesy.

11. Language used in replies

12. Since your primary goal is to tell your readers what they want to know, you’d better use the direct order. Your information should be prompt, direct and accurate. The direct plan generally follows these steps.

13. 1.Express thanks for receiving the inquiry. • Thanks for your inquiry of…,requesting terms for bulk buying. 谢谢贵方……来函询问大量购买的条件 • We are pleased to learn from your letter of…that you are interested in our… 我们很高兴从你来信中得知你对我们的……很感兴趣。 • With reference to your inquiry of…we shall be glad to supply…at the price of… 关于贵方……的询问，我方将乐于以……的价格供应……

14. We have received your letter of…and noted with pleasure that you are interested in developing business with us in… 贵方……的函悉，很高兴贵公司愿与我方在……方面发展业务关系。 • Your inquiry dated…has obtained our best and immediate attention. 贵方……的询问，得到了我方迅速密切的关注。

15. 2.Supply all the information concerning the matter ,and refer both to enclosures and tosamples, catalogues and other items being sent by separate post.

16. 3.Provide additional information, such as market quotation and marketability of the goods concerned, in order to attract the prospects. • Here are…on… 现寄上我方有关……的…… • We take pleasure in enclosing a detailed quotation for… 我方很高兴附上……的报价单 • Enclosed please find our catalogue and price list. 随函附上我方目录及价目表

17. Enclosed is our latest catalogue together with a revised price list showing our best possible terms. 随函附上我方最新的目录及修订的价目表，从中贵方会看到我方可以提供给的最佳的条件。 • To acquaint you with…we handle, we are sending you a commodity list and several sample books for your reference. 为使你方熟悉我方经营的……寄上商品目录和一些样品册，供您参考。

18. 4.Finish the letter with hope by encouragingcustomers to place orders but not force them to. • Please do not hesitate to write to us if you need further information. 如果您需要进一步的信息，请写信给我们。 • Await your favor. 期待您的光顾。 • Many thanks for your inquiry, we look forward to receiving your order in the near future. 非常感谢贵方的询价函，我方期待不久收到您的订单。

19. We assure you that your order, which we look forward to receiving, will have our immediate attention. 我方期待收到贵公司的订单，并保证将在第一时间处理贵公司的订单。 • We hope you will be well pleased with the goods and that we can establish a pleasant and lasting business connection with you. 我们希望您会对这些货物满意，并盼望与你们建立起愉快而持久的业务关系。

20. How to give negative response properly

21. If what the inquirer has asked for is not available, but there is an alternative, offer it to him or her. It is very impolite not to give answers to the inquirer or to criticize the product he or she originally asked for.

22. sample Dear Sirs: We cannot meet your request for reserving 2 single rooms in our hotel for the coming weeks as we are fully booked for the next week. Would you please make your reservation 2 weeks in advance next time? As you know, more and more customers feel interested in our hotel. We are sorry that we have to refuse your request. Yours sincerely,

23. Analysis 这是一封回绝要求的回复，对于这样的回复不能用直接写作法。而本文 作者在开头就直接拒绝了客人的要求，让顾客感觉被拒之千里之外。此 外，在文中，作者将客人没有能够预定到房间看作是客人自己的过失， 也是很不礼貌的。 对于传递这样的否定信息，首先，我们应该采用间接写作法。其次，在 顾客所要求的货物或服务不能得到满足的情况下，应积极帮助顾客解决 问题。比如，在没有两个单人间的情况下，可以推荐其他套房，或者推 荐自己的好友酒店，而不是简单地将客人拒之门外。

24. Exercises Discuss with your classmates whether there are any problems in the following letter and how you can improve it. Rewrite it if possible. Dear Mrs. Tyson: We regret to inform you that the Silver Streak mountain bicycle about which you inquired is temporarily out of stock until the end of January. This means that you will not be able to purchase this model by Christmas. However, you might be interested in one of the bicycles in the enclosed brochure which we can deliver immediately. If so, please feel free to contact us. Sincerely, Red Scanlon

25. Our rewriting Dear Mrs. Tyson, We are pleased to learn from your letter that you are interested in our Silver Streak mountain bicycle. However, it is really a pity that the bicycle is out of stock now. But, once they are arrival, we will contact you immediately. Enclosed is a brochure of bicycles that we can deliver immediately. Maybe you will like one of them. We are pleased to serve you at any time. Yours sincerely, Red Scanlon

26. The end Hope our presentation can be helpful for you one day, that is all, and thanks for watching!