Letter of Response

Letters that provide information could lead to a profitable business if only writers follow these suggestions: (a) give the reply as soon as possible; (b) provide complete information; (c) answer courteously; and (d) extend assistance.

Give the reply as soon as possible

A prompt reply indicates a genuine interest to help the inquirer. This give the impression of the companys concern to provide information and assistance whenever possible. Psychologically, this may be effective in influencing a potential customer because a prompt reply will satisfy the inquirer while his interest is still high. Consequently, this will win the inquirers favor that the company acts immediately and shows concern.

Provide complete information

Since the aim of giving information is to help, the respondent must answer all the questions the inquirer requested. The respondent must not overlook some questions that he thinks are unimportant. For the inquirer, these may be helpful information that will affect his decision. Below is an example letter that answers all the inquirers needed information:

We have fleet of one hundred cars to choose from, all fully air-conditioned and well maintained. You may have a car chauffer driven or driven by yourself. Our rates are hourly, daily or weekly.

Answer courteously

Every person who requests information shows interest in what a company offers. Respondents should never take these persons for granted. No matter if the favor requested requires little information, a courteous reply may serve to arouse the customers interest to buy a product or avail of the service. A company loses nothing in being courteous. Instead, it wins the favorable impression of the inquirer and it helps promote goodwill.

Extend assistance

No doubt, answering the inquirers question as fully as possible is one way of being helpful. The respondent can extend his help further by providing extras like the following: proving printed literature, suggesting other sources of information, enclosing catalogue, price list or samples. These little extras, for which the inquirer is unaware, might not only serve to be a welcome assistance; it may even mean a turning point in bringing about sales. Contrast the two examples given:

Poor

We are sorry that we cannot provide the information you desire. Our company is concerned only with tours and not overseas employment.

Good

We are pleased to receive your inquiry regarding your desire top work abroad; however, our company engages in tours and not overseas employment. We suggest that you visit the Department of Labor and inquire about legitimate companies that take care of overseas employment.

Should you plan to travel someday, we would be willing to extend our full assistance.

Kinds of Letters that Provide Information

1. letter granting the favor

2. letter refusing a request

3. letter in response to an inquiry that is not clear

4. letter in response to an inquiry that requires a very long answer

Granting the favor

Thank the writer for the interest shown in your product or service. Give the information the writer requested as fully as possible, and add other relevant information. If possible, enclose booklets or catalogues. Express your willingness to be of further assistance should the inquirer think of writing you again. The letter below shows the idea:

Thank you for your letter requesting information on the package tour we published in the newspaper.

You ask particularly for the tours to the USA and Australia. The tour for the USA is scheduled for 20 days and the tour for Australia is scheduled for 15 day. Our rates are $500.00 for the USA tour and $400.00 for the Australian tour.

We hope that we satisfied your inquiry. Better still, we have enclosed a catalogue of the other package tours we have. Why not drop by our office and avail of the services we offer?

Refusing a request

There are some questions raised by the inquirer that could be answered. If the information is of a confidential nature, the request will certainly be refused. Also, if the question requires a great amount of time and effort to answer, the firm will find it necessary to refuse the request. Other instances when the request may be refused are: when the answer violates the companys policy or when the request is beyond the companys capacity. Should the writer refuse a request, the suggestions will be of help:

1. State the refusal courteously and regretfully.

2. Give a brief explanation for the refusal.

3. Do not make apologies.

A Response to an inquiry that is not clear

When the inquiry is not clear, it is good to acknowledge the letter for the interest shown in the product or service. The respondent must answer the letter promptly and ask the inquirer for additional information that will enable him to grant the request. Contrast the example below:

Poor

Dear Madam:

Thank you for your inquiry asking for information on our ovens; however, you did not indicate exactly the type of oven for household or commercial purposes.

Please give as your reply as soon as possible.

Good

Dear Madam:

Thank you for your inquiry asking for information on our ovens. We shall be glad to send you a catalogue indicating the features of our oven if you write to us back and indicate whether you need an oven for household or commercial purposes.

We shall send the information as soon as we receive your reply.

Response to an inquiry requires a very long answer

When the inquiry requires a very long answer, a printed literature may be given to do the task of answering all questions. But giving the printed literature alone without any letter to go with it makes it rather impersonal. It is best to write a letter indicating the printed literature to give it a personal tone. The respondent can help the inquirer further if he will indicate where the exact answers could be found. The first letter below shows concern, but the second letter is far more helpful.

Good

We are sending you our handbook which gives the details of all the vocational courses we offer. This handbook will surely answer all your inquiries in your letter of January 24.

We are glad to have this opportunity to be of help.

Improved

We are sending you our handbook which gives the details of all the vocational course we offer. This handbook will surely answer all your inquiries in your letter of January 24.

In this handbook you will find the course of your choice on “Commercial Radio and Telephone Operator” on pages 20-23. Another course of interest to you, Electronics Serviceman can be found on pages 15-19.

We are glad to have this opportunity to be of help.