1、Reply,回復(fù)函,Direct reply and indirect reply,Under what situation should we use direct reply? How about indirect one?,Direct reply:checklist,Use a subject line Open directly In the body, provide required information, Include sales appeal. End with a cordial, personalized statement.,Subject line,Your Le

2、tter of August 5 About Award Program Chromium plated products,Sentence menu: opening,Thank you for your letter of, in which you asked about /inquired about our range of plastic goods. We thank you for your letter of, and are pleased to enclose a detailed quotation for you. We are pleased to receive

3、your letter of and delighted to send you It is a pleasure to receive your letter of, and we are enclosing,We thank you for your interest in our range of We appreciate your interest in It is a great pleasure of having your inquiry for our new HU company equipment. We are enclosing a copy of the pamph

4、lets which illustrates In regard to your request for May 28, we Are pleased to send you,Exercises,1）,Answering each request,Catalogues, price-lists, samples and trade terms Enclosed is our catalogue, describing the product, the catalogue provides you with complete information on Enclosed is your lat

5、est catalogue in which page 14 details the unique features of our product. We are pleased to enclose/fax you our latest price list for the goods/catalogue your inquiry about. The pamhlet enclosed not only provides you with the message/information about the machine, but also illustrates the way of op

6、erating them.,quotation,We are pleased to inform you that our quotation is. We can quote /submit you the best price.,Discount,We can allow/grant you a special discount of 2% for/on orders exceedingin value. If your order is valued at, we would allow you a special discount of If your order is large e

7、nough, well be ready to reduce your price by 2%。 The price we offer compares favorably with quotations you can get elsewhere.,Price terms,Our prices are quoted CIF Melbourne. Prices are quoted on CIF Eastern Coast basis. To supply your goods on FOB basis. As for your inquiry about price terms, we ar

8、e now going to quote as follows:,If you need to take this letter as an occasion to advertise,We are sure you will find a ready sale for our product, in your as have other relations in other countries, and we do hope that we can reach an agreement on the terms quoted. We hope that you will agree that

9、 our prices are very competitive for these good quality goods. The motto of our company is to grant our customers every satisfactory purchase which includes a money-back guarantee, free installation and immediate delivery service.,Closing,Please contact me if you need any further information. We are

10、 looking forward to your order. I hope that this information will help you.,Rearrange the sentences into a letter,1) Because we are manufacturers of many other fine office supplies, ranging from ballpoint pens to promotional novelties, we have enclosed for your consideration a copy of our current ca

11、talog. 2)Please let us know if we may be of further assitance. 3) We appreciate your interest in our company and are delighted to send you the information you requested.,4)Should you decide to place an order, you could use the convenient order form in the catalog. 5) Ruled ledge paper only costs US

12、$40 by the ream; with the purchase of six or more reams, the price is reduced to US$36 per ream.,Indirect reply,Goals in communicating bad news Acceptance Positive image Message clarity Protection,What is a buffer?,Buffer Reasons Bad news Closing,Suggesting alternatives,The goods you inquired for in your letter are out of stock now, but we can offer you a substitute which I think is equal in and We are regretful that we are unable to supply what you required in quality, with the same physical characteristics but w