UNIT 11

REPLY LETTERS

11.1. Inquiry Reply

Ex.1. Read the following sample inquiry reply. Deduce what information
was requested by the customer.

Dear Mr Long,
Thank you for your interest in A&M equipment. We are pleased to provide
you with the information you requested.
The following prices are quoted per dozen. Individual units are slightly higher:
Item 1 Dozen
ion exchange filter FIP 08Х18Н10 $6120
ion exchange filter FIP 08Х18Н10Т $6240
ion exchange filter FIP 12Х18Н10Т $7200
ion exchange filter FIP 08Х17Н13М2Т $7320
Please be assured that all the filters are renewed models, which fully comply
with the established standards.
In case you have any questions, Mr Long, please, do not hesitate to call. I can
be reached between 8:30 am and 6:00 pm at (800) 555-1234.
Yours sincerely,
DC
David Crown
Sales Manager
A&M Equipment Ltd.

Theory Input: All inquiry letters must be answered. An inquiry indicates

interest in your company, so the reply should increase that interest. While
the letter usually begins with thanking for the inquiry, the essence of the
letter is, however, the information. Therefore, you should include not only
the answer but also some other information that can be potentially inte-
resting for the correspondent. If you cannot provide all the data right
away, you should promise to do it later.

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Ex.2. Now read another inquiry reply. What is so special about it?

Dear Ms Stratakis,
We certainly appreciate your interest in Maxine Sportswear. Nevertheless, we
are afraid we cannot supply you with the information you request.
As we do not sell our garments directly to the customer, we try to keep our
wholesale prices between ourselves and our dealers. It is our way of meriting
both the loyalty and good faith of those with whom we do business. Clearly,
divulging our wholesale prices to a consumer would be a violation of trust.
However, I have enclosed for your reference a list of our dealers in Bronx and
Manhattan. A number of these dealers sell Maxine Sportswear at a discount.
Truly yours,
LW
Luke Williams
Sales Manager
Maxine Sportswear Ltd.

(How to Write Better Business Letters, Andrea B. Geffner, M.A., 2013)

Ex.3. Your company has received an inquiry letter. Read it, pair up, and
write the inquiry reply. Choose whether to divulge the information or not.
Use the Inquiry Reply Vocabulary.

For the attention of Sales Manager

Dear Sir or Madam,
Your company was recommended to us by our business partners LinkNets
Ltd.
Top-Notch Ltd. is a large chain store in North America. We have been proudly
serving our clients for more than twenty years. We are writing to you on behalf
of our principals in Canada who are interested in importing chinaware from
England.
As our boutique is considering new sources of supply, we would be pleased if
you provided us with your latest catalogue and price-list, quoting your most

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 competitive prices. We will probably place substantial orders should the
quality and prices of your products live up to our expectations.
May we draw your attention to the fact that we are planning to place a potential
order within a month. Consequently, we would appreciate your getting back
to us as soon as possible.
We look forward to hearing from you.
Yours faithfully,

L.W. Lowe
Purchase Manager
Top-Notch Ltd.

Inquiry Reply Vocabulary

We are pleased to supply you with Мы рады предоставить Вам запра-

the information you requested шиваемую Вами информацию
We certainly appreciate your Мы бесспорно ценим Ваш интерес
interest in… к…
We are afraid we cannot supply Боимся, мы не можем предоставить
you with the information you Вам запрашиваемую информацию
request
To merit the loyalty and good faith Ценить лояльность и добросовест-
ность
To divulge wholesale prices Разглашать оптовые цены
A violation of trust Злоупотребление доверием
A list of dealers Список дистрибьютеров

11.2. Acknowledgment
Ex.4. Read the following sample of acknowledgement. Fill in the missing
words.

Dear Mr John Smith,

have
We are pleased to (1)_____ received your order of March 7 and would like to
welcome you as a new customer of Business Inc.

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 Your order 1234 for 110 Magic Color Sheets specified in the enclosed invoice
being
is (2)______ processed.
is
Your order 1234 (3)______ to be ready for shipment by air mail March 10 to
be
(4)_____ delivered March 11 to 223 May Street, Miami, FL. Your account
(5)_____
is to be charged March 9 upon confirmation.
Please find enclosed the invoice.
We hope you will appreciate the high quality of our goods as well as our
competitive prices.
Yours sincerely,
AG
Alexander Green
Sales Manager
Lux Garments Lts.

Theory Input: This type of letter is written to let the reader know that
their order or shipment has reached the destination. For example, order
acknowledgements do not confirm that the order can be fulfilled; the letter
just admits that the order has been received and will be processed soon,
after which a confirmation letter will follow. Please keep in mind that
acknowledgements include the order itself, either in the body of the letter
(for example, as a table) or enclosed.

Ex.5. Decide which structure to use in the following sentences.

Perfect Infinitive: We are pleased to have received.

Present Continuous Passive: Your order is being processed.
“To be to” for future actions: Your order is to be ready for shipment.
1. The company ________ to hold negotiations with its new business
partners.
2. The first commercial nuclear plant in the UAE ________in Barakah.
3. The delivery ______ to be arranged for May 12.
4. We are delighted _______ learnt about your promotion.

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5. The managers confirm _________fulfilled the requirements.
6. Rosatom declares ________ signed a contract for the construction of
turbine islands under the El-Dabaa NPP project in Egypt.
7. The Korean company ______ construct 80 buildings and structures at
four units of the power plant.
8. The construction of a hydrogen production complex on Sakhalin
Island________ carried out within the framework of a memorandum
of understanding signed by the parties in April 2021.
9. The main activity ______ generate electric and thermal energy at
nuclear power plants.
10. The session participants announce ________ discussed the issues of
the integrated economic development system arrangement and the role
of green power engineering projects (in particular nuclear) in that sys-
tem.

Ex.6. Your company has received a purchase order. Read it, pair up, and
write the acknowledgement. Use Acknowledgement Vocabulary.

For the attention of Mr David Robinson, Sales Manager

Dear Mr Robinson,
Thank you for your prompt reply and for providing us with all the information
requested.
We have thoroughly studied your catalogue as well as your price-list. Your
pricing seems realistic, and we hope that the quality of your products is
exceptionally high. Consequently, we are ready to place an order, specified
below.
Order Information
Description: Quantity Price Total
Porcelain tea set AA141204-B 500 $56 $28 000
Porcelain bowl set AB58556RW-S4
Porcelain mug set AC96607-S4 500 $65 $32 500
200 $72 $14 400
TOTAL: $74 900

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We would appreciate it if you could arrange for the air freight and quote CIF
to 102 Valrico Station Rd, Valrico, FL, 33594 with our account to be charged
upon confirmation. Please find enclosed our bank details.
May we draw your attention to the fact that the delivery prior to May 15 is
essential. We hope you can offer this guarantee.
We look forward to an early reply.
Yours sincerely,

L.W. Lowe
Purchase Manager
Top-Notch Ltd.
Encl.

Acknowledgement Vocabulary

We are pleased to have received Мы были рады получить Ваш заказ

your order of… от...
We would like to welcome you Мы рады приветствовать Вас в числе
as a new customer of… новых клиентов…
Your order is being processed Ваш заказ находится в обработке
Your account is to be charged Оплата спишется с Вашего счета по-
upon confirmation сле подтверждения
Competitive prices Конкурентно способные цены
In the assortment of colours and В ассортименте указанных ниже цве-
sizes specified below тов и размеров
To be temporarily unobtainable Быть временно недоступным для за-
каза
To be ready for shipment as Быть готовым к отправлению в согла-
planned сованные сроки
To ship the order in whole Отправлять заказ целиком
We consider this solution to be Мы полагаем, это будет более эконо-
more economically advisable мически выгодное решение
Prices are quoted per dozen, in- Цены указаны при покупке двена-
dividual units are slightly higher дцати штук, цена в розницу немного
выше

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 11.3. Confirmation
Ex.7. Read a sample confirmation letter. Fill in the missing words. Com-
pare the tenses in confirmation and acknowledgement letters.

Dear Mr John Smith,

We are writing in reference to your order 1234. This is to confirm that your
order 1234 for 110 Magic Coluor Sheets in the assortment of colours and sizes
specified below (1)_____ been processed.
Article name Colour Size Price Num- Total price 10% Total price
per ber of per items dis- after dis-
item items count count
Magic Colour Sheet red 1 10 5 50 5 45
Magic Colour Sheet blue 4 20 10 200 20 180
TO- 225
TAL
We regret to inform you that Magic Colour Sheets of blue colour are
temporarily unobtainable. The line (2) ____ being manufactured
continuously; however, the article mentioned is to (3)_____ available April 1
to (4)_____ delivered April 3. Please accept our unreserved apologies.
Magic Colour Sheets in red colour are ready for shipment as planned to
(5)_____ delivered March 11 to 223 May Street, Miami, FL.
Consequently, we recommend shipping the order in whole to (6)______
delivered April 3. We consider this solution to be more economically
advisable due to the shipment costs. Please confirm.
We look forward to an early reply.
Yours sincerely,
AG
Alexander Green
Sales Manager

Theory Input: Confirmation letters, in their turn, actually confirm that

the order can be fulfilled fully or partially. The information about delivery
and payment is included. The order itself is also found either in the body

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of the letter or enclosed. In hotels or travel agencies, confirmations are
written directly, usually without acknowledgements.

Ex.8. Fill in the gaps in the following sentences. Refer to the samples of
acknowledgment and confirmation letters.
1) This is to (1) ______ you that we have (2)_______ your order and are
pleased to (3)________ you as our new customer.
2) Your order for 50 filters Model A25F1, specified in the (4) ______
enclosed, is being (5)______ .
3) It is with (6)_______ that we have to inform you that the cables of
model A451 are currently (7)_______.
4) Please accept our (8)______ apologies.
5) The whole order is ready for shipment as (9)_______.
6) We recommend shipping the order in (10)_________to be delivered
on June 2.
7) Your account is to be (11)_______ on June 1 (12)______confirmation.
8) We consider this solution to be more economically (13)__________.

Ex.9. Write a confirmation letter referring to your acknowledgement

letter. Think which items can be currently unobtainable and which
solution can be more economically advisable. Use the Confirmation
Vocabulary below.
Confirmation Vocabulary
We enclose the invoice, the Прилагаем счет-фактуру,
samples have been sent separately образцы были высланы
отдельной посылкой
Your order has been processed Ваш заказ был обработан
Your order is to be ready for Авиадоставка Вашего заказа
shipment by air mail… будет согласована на…
Your account has been charged Сумма списана с Вашего
счета

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 11.4. Stopgap Letter
Ex.10. Read the following sample of a stopgap letter and render it to state
another reason for a temporal halt.

Dear Mr John Smith,

This is to notify you that Ms Jane Tucker responsible for customer service
replies at Business Inc. is on vacation April 1-April 10. Thus, the reply to your
order of March 27 is temporarily unavailable. Be assured that Ms Jane Tucker
shall address your matter without delay upon return.
We look forward to further cooperation.
Yours sincerely,

MG
Mell Gills
PR Manager
Business Inc.

Theory Input: When a thorough response to an incoming letter is

delayed, a stopgap letter is to be sent, which will inform other part that
their inquiry has not been ignored and will be attended as soon as possi-
ble. This type of letter informs that response can come later because the
matter needs processing, or the official dealing with the matter is cur-
rently out of work.

Ex.11. Pair up and write a stopgap letter to the customer regarding their
order #1254 for 5 compactors. Think of a reason for the temporal inability
to process the order. Use Stopgap Vocabulary below.

Stopgap Vocabulary

This is to notify you that… Настоящим уведомляем, что …

The reply to your order is Обработка Вашего запроса временно
temporarily unavailable недоступна
To address the matter without Незамедлительно приступить к рассмот-
delay upon return рению вопроса по возвращении

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 11.5. Referral Letter
Ex.12. Read the following sample of a referral letter and answer the
questions below.
Dear Mr John Smith,

We are writing with reference to your letter of March 3.

This is to inform you that your mail has been readdressed to Delivery
Department of Business Inc. due to the inner reorganisation of the staff. The
further mail communication shall be held with the office mentioned.

For further information, please, do not hesitate to contact us at 1234567.

We look forward to further cooperation.

Yours sincerely,

BK
Ben Knacks
Secretary
Business Inc.

Questions:

1) When was the order received?

2) Who will be responsible for the order?
3) Why was the order readdressed?
4) Why should the customer be notified about the referral?
5) How can the customer receive more details?

Theory Input: Business people often receive inquiries that will be best
answered by another person. In this case, the correspondent must be
informed that the inquiry is being passed on. It should also explain why
and to whom the inquiry is being referred.

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Ex.13. Pair up and write a referral letter to the customer regarding their
order #1254 for 5 compactors. Think of an official or a department to
charge responsibility for the further mail correspondence. Use Referral
Vocabulary below.

Referral Vocabulary

This is to inform you that… Настоящим информируем Вас о том,

что ….
To readdress the mail to another Переадресовать письмо в другой отдел
department
The further mail communication Последующее рассмотрение письма
shall be held with the office будет осуществляться упомянутым
mentioned отделом

11.6. Remittance

Ex.14. Read the following sample of a remittance. Fill in the table below.

Dear Sirs,
The enclosed check for $312.68 is in payment of invoice No. 10463. Please
credit our account No. 66-711-M.
Yours sincerely,

(How to Write Better Business Letters, Andrea B. Geffner, M.A., 2013)

Table
Sum of payment Number of invoice Number of account

Theory Input: Companies often request that their bill accompany a

remittance. This letter should contain information regarding the order that
will be needed for the proper crediting of your account. Include your
account number, your invoice number, and the amount of the check. Do

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not include other information that can confuse the accounts-receivable
clerk.

Ex.15. Pair up and write a remittance using the Remittance Vocabulary.

Remittance Vocabulary

The check is in payment of invoice Чек на оплату заказа по счет-фактуре

Please credit account number Пожалуйста, осуществите перевод
на счет номер…
Ex.16. Fill in the gaps with charge, withdraw, or credit according to the
context.
1. The company will _____ your account once the purchase order
has been successfully processed.
2. Make sure you have enough money on your account to make an
order. Otherwise, _____ the account immediately after creating
an order.
3. I need to _______ money from my account to pay for the order
in cash.
4. I will have to _______ the vendor’s account when the goods are
delivered.
5. This shop does not accept cards; I have to ______ money from
my account.
6. The supplier will _______ my account once the order is
processed.
7. Excuse me, could you tell me where an ATM is? I have to
_______some money.

11.6. Follow-up Letter

Ex.17. Read a sample of a follow-up letter and answer the questions.

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 THE COMMITTEE TO KEEP MINNESOTA GREEN
1023 MAIN STREET, BLACKDUCK, MINNESOTA 56630
(800)555-1234
June 30, 2024
Solars and Wright
62 Onigum Road
Walker, Minnesota
56484
For the attention of Ms. Christine Solars
Dear Ms. Solars,
We are pleased that you will be participating in the Ecology Colloquium
sponsored by the Committee to Keep Minnesota Green. As we discussed in
our telephone conversation this morning, the Colloquium will take place on
June 29 in the convention room at the Blackduck Inn.
The Colloquium will begin with the keynote address at 10:30 am. At 11:00,
you will join our other guests of honour in a debate on the topic “The Cost of
Conservation: Public or Private Responsibilities?” Following the debate,
luncheon will be served in the main dining room, where you will, of course,
be a guest of the Committee.
Along with the other members of the Committee, I am looking forward to our
meeting on the 29th.
Yours sincerely,
CM
Charles Mapes
Event Coordinator
EcoLife Ltd.

(How to Write Better Business Letters, Andrea B. Geffner, M.A., 2013)

Questions:

1) What does this letter follow?

2) What agreement does this letter confirm?

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3) What details are provided in the letter?
4) When and where is the colloquium to be held?

Theory Input: After a decision has been made either at a meeting or

during a phone conversation, it is wise to send a follow-up letter that will
lay out the decisions made in written form, to establish a written record.
These letters are written with no definite structure, as the structure highly
depends on the information included.

Ex.18. Read the following follow-up letter and fill in the gaps with the
correct prepositions.

Dear John,

I’m writing to follow up (1)____ our phone conversation this morning. I want
to repeat my apology (2)______ missing our lunch meeting (3)_____ Monday.
I really cannot explain what happened; the meeting was very important
(4)_____ me, but I neglected to note it in my calendar. For some reason, I had
(5)_____ mind that we were meeting (5)_____ Tuesday. At any rate, I feel
terrible about my mistake.

I would like to reschedule our meeting (6)_____your convenience- and this

time at Chez Albert. I will call you tomorrow to see if you are available. I do
hope you will give me this second chance. Believe me, your account executive
will get (7)_______ the restaurant early this time.

Thank you (8)_______ your understanding,

With best wishes,

PN
Paul Neill
Account Executive

(Writing Effective Letters, Memos & E-mail, Arthur [Link], Ph.D., 2004)

128
Ex.19. Case Study. Jenny Bond of United Wholesalers in London has just
received the following fax from Bernard Chan of NEG in Hong Kong.

Re: Special Order of 20 Fork Lift Trucks

Dear Mr Bond,
We regret that our standard vehicles are not suitable for your purpose but
confirm that we can manufacture to the specifications you have forwarded.
Unless you can increase your order from 20 vehicles, however, there will be
a substantial charge for this service.
Please let us know if you would like to pursue the matter further.
Yours sincerely,
BC
Bernard Chan
International Sales Director

Jenny then telephones Bernard to see if he will accept an order of 25

trucks so they can finalise an agreement. Act out a phone conversation
between two business partners. Then write a follow-up letter to establish
a written record of your agreements.

Ex.20. Group the following sentences according to the types of reply

letters they are driven from. Write A for acknowledgement, C for
confirmation, I for Inquiry reply, S for stopgap, R for referral, F for
follow-up.
1. _____ Please be informed that your mail has been readdressed to De-
livery Department.
2. _____ This is to notify you that your order cannot be processed due to
the fact that your manager is out of work today.
3. _____ Your order #123 has been received and now is being processed.
4._____ As we discussed at the meeting, we would like to welcome you
at our conference on May 4.
5. _____ Your order #123 has been processed and is ready for shipment
as planned.

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6. _____ The further correspondence shall be held with the office men-
tioned.
7. _____ Ms Marwell will address your order without delay upon return.
8._____ Unfortunately, the blue pens are currently unobtainable.
9. _____ Please find enclosed the price-list you requested.
10._____ Your account was charged on January 11.

Mind that adjustment letters also refer to reply letters. However, they will
be addressed separately further.

Autonomous work

Imagine that you work in Rosatom. Scan the QR-code

and familiarise yourselves with Rosatom and Turkey’s
recent cooperation. Write business letters to your Tur-
kish customers regarding their order of nuclear pro-
ducts.

Work in a team. Take up the following roles and write the corresponding
letters in the appropriate order.

Project Manager Writes a follow-up letter to sum up

agreements achieved during the recent face-
to-face negotiations
Customer’s Assistant Writes an Inquiry Letter
Project Manager’s Assistant Writes an Inquiry Reply
Customer Writes a Purchase Order
Customer Manager 1 Writes an acknowledgement letter
Customer Manager 2 Writes a referral (readdressing the order to
the Sales Department)
Sales Manager’s Assistant Writes a stopgap letter
Sales Manager Writes a confirmation later
Accounting Manager Writes a remittance and compiles an invoice

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