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MAKALAH
ASSIGNMENTS
(INQUIRY AND REPLY OF INQUIRY LETTER)
| Nama | : Ferdo Eko Christanto |
| NPM | : 23113421 |
| Kelas | : 4KB01 |
JURUSAN
SISTEM KOMPUTER
FAKULTAS
ILMU TEKNOLOGI INFORMASI
UNIVERSITAS
GUNADARMA
2016
Writing
Plan
·
State clearly and concisely what you
want to say—general information, catalogue, price list, sample question etc.
·
If there is a limit to the price at
which you are prepared to buy, do not mention this otherwise the supplier may
raise the quotation to the limit you mentioned.
·
Most suppliers state their terms of
payment when replying, therefore there is no need for you to ask for them
unless you are speaking for the special rates.
·
Keep your inquiry brief and concise.
Sample Inquiry Letter
Request
for Samples.
Dear Sir,
We have received a
number of inquiries for false ceiling for the our new building.
It would be helpful if you could send us
samples showing your range of suitable ceilings and if one is available, a
pattern-card of the designs in which they are supplied.
Yours faithfully,
Enumerated
Inquiry
Dear Sir,
Our firm expects to
move its business offices into the new quarters with entirely new equipment. In
the Accounts department thirty new computers are to be installed.
In the reference to
your advertisement of Pentium systems in the Daily News dated 24, 2009, I would
like you to answer the following questions:
1) How o you r
computers stand wear and tear?
2) Do they produce
better results?
3) Does your company
give the uniform services in the ways of repairs and replacement?
4) Is there any
guarantee for the equipment?
5) Will you be able to
install the computers at our premises?
6) Your will be very
valuable in helping me to make a good selection.
I shall greatly
appreciate your immediate reply.
Yours truly,
Responding to the Inquiries.
Reply
to the request for samples.
Dear Mr….
Thank you for your
enquiry for samples and a pattern-card of our false ceiling fittings.
We have sent to you
today by rail a range of samples specially selected for their hard-wearing
qualities but regret that we have no pattern card to send
You. For the purpose
you mentioned, we recommend a42356, which is specially recommended for the
departmental stores.
We encourage you to
test the samples provided. Once you have tested and if you feel it would help
your intended purpose, we will arrange for our technical representative to call
you for an appointment. In the meantime, our price list is enclosed which also
shows details of our conditions and terms of trading. We hope these will be of
use when you wish to place an order.
Yours truly,
Responding to the Inquiries.
Reply
to the request for samples.
Dear Mr….
Thank you for your
enquiry for samples and a pattern-card of our false ceiling fittings.
We have sent to you
today by rail a range of samples specially selected for their hard-wearing
qualities but regret that we have no pattern card to send
You. For the purpose
you mentioned, we recommend a42356, which is specially recommended for the
departmental stores.
We encourage you to
test the samples provided. Once you have tested and if you feel it would help
your intended purpose, we will arrange for our technical representative to call
you for an appointment. In the meantime, our price list is enclosed which also
shows details of our conditions and terms of trading. We hope these will be of
use when you wish to place an order.
Yours truly,
DECLINING ORDER DUE TO
NON-AVAILABLITY OF STOCK
Dear sir,
Thank you for your
order of-------- for the computer systems. For sometimes we have been receiving
orders which are far in excess of our output and even with our suppliers
working night and day , we have not been able to fill some of our old customer’s
orders till now.
We regret this
condition very much, which makes it impossible for us to accept you order. It
would be unfair to accept your order even if we wished, because we cannot meet
the delivery obligation.
Yours truly,
Complaints
and Claim letters
Making
a Complaint
When you have a genuine
complaint you will feel angry, but you must show restraint in your letter, if
only because the supplier may not be to blamed. Following points now need to be
considered:
1) Do not delay, as this will weaken your
position and the supplier may have difficulty in investigating the cause.
2) Do not assume that the supplier is
automatically to be blamed; there may be a perfectly good defense.
3) Confine your complaint to a statement
of facts, followed by either an enquiry as to what the supplier proposed to do
about it, or a suggestion of how the matter can be rectified.
4) Avoid rudeness; this would create
ill-feeling and cause the supplier to be unwilling to resolve matters.
Dealing
with a complaint
Most suppliers
naturally wish to hear if customers have caused to compliant. It also provides
an opportunity to investigate, to explain, and to put things right. In this way
goodwill may be preserved. Receiving such complaints may also suggest ways in
which the supplier’s products or services could be improved.
When dealing with dissatisfied customers,
remember the following rules:
1) It is often said
that the customer is always right. This may not always be the case, but it is
sound practice to assume that he may be right.
2) Acknowledge a
complaint promptly. If you are unable to reply fully, explain that it is being
investigated and a full reply will be sent latter.
3) If the complaint is
unreasonable, point this out politely and in a way that will not offend.
4) If you are to blame,
admit it readily, express regret and promise to put the matter right.
5) Never blame any of
your staff, in the end, you are responsible for their actions.
6) Thank the customer
for informing you about the matter.
Writing
Plan
The following basic
principles should be used in writing letters of compliant:
1) Explain carefully
and tactfully what is wrong.
2) Include any details
necessary to identify your claims, dates, catalogue numbers, and styles, order
no etc.
3) Indicate the loss or
inconvenience you have suffered, but do not exaggerate.
4) Explain in general,
what you believe the company should do about your claim but do not be
unreasonable.
5) Avoid negative
acquisitions or threats.
Useful openings and
closings for complaint letters
Openings
1) The goods we ordered
from you on------- have not yet been delivered.
2) Delivery of the
goods ordered on-------- is now considerably overdue.
3) We regret having to
report that we have not yet received that the goods ordered on------
4) We regret to report
that one of the cases of your consignment was badly damaged when delivered
on------------
5) When we examined the
goods dispatched by you on------- we found that-------
6) We have received a number of complaints from
several customers---Supplied by you on------------
Closings
1) Please look into
this matter at once and let us know the reason for this delay.
2) We hope to hear from
you soon that the goods will be sent immediately.
3) We feel there must
be some explanation for this delay and await your prompt reply.
4) We hope to learn
that you are prepared to make some allowance in the circumstances.