Replies and quotations
Replying to Enquiries
Opening
Confirming that you can help
Selling your product
Suggesting alternatives
Referring the customer to another place
Sending catalogues, prices lists, prospectuses, and samples
Arranging demonstrations and visits
Closing
Giving quotations
Prices
Transport and insurance costs
Discounts
Methods payment
Quoting delivery date
Fixed terms and negotiable terms
Giving an estimate
Points to remember
1. In salutations, use the customer’s name rather than Dear Sir/ Madam.
2. Let the customer know early in the letter whether or not you can help them.
3. Make sure that you have supplied all the information you thing will help your customer including., if relevant, catalogues and price lists.
4. Thank the customer for contacting you, and encourage further enquiries.
5. When giving a customer a quotation, in addition to the price quote transport and insurance costs, any discount, method of payment, and delivery date.
6. Do not promise a delivery date that you cannot keep.
Orders
Placing an Order
Opening
Payment
Discounts
Delivery
Methods of delivery
Packing
Closing
Acknowledging an order
Advice of dispatch
Delays in delivery
Refusing tan order
Out of stock
Bad reputation
Unfavorable terms
Size of order
Points to remember
1. Even if you use an official order from when placing an order, it is a good idea to send a covering letter confirming terms of payment, discount, delivery, and packing.
2. Orders should be acknowledged as soon as they are received. Email is a convenient way of acknowledging them quickly.
3. When sending an advice of dispatch, remember that, if collection requires original documents, you cannot fax these or attach them to an email message.
4. If there are problems with delivery, tell your customer immediately what you intend to do to correct them. Apologize for the inconvenience.
5. If you turn an order down, be polite, and generalize the terms you use so that the customer does not think this refusal only applies to them.
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