Info

Shall I...?

Do you need any help with ... ?

Making a suggestion What about... (+ -¿rig)? Why don't we ... ?

Softening a strong comment

There is a problem.

That will be very expensive.

We can't do that. That gives us very little time. It will be better to ask Heidi. I disagree. —.

I'm afraid there is a small problem.

It seems there is a slight problem.

That might be quite expensive.

Won't that be a bit expensive?

I'm not sure we can do that.

Actually, that doesn't give us much time.

Wouldn't it be better to ask Heidi?

To be honest, I think it might be better to

Request for information (customer)

Saying how you got the contact We met last Thursday on your stand at the Munich Trade Fair.

I am emailing you off your website, which I found through Google.

Giving reason for writing General requests Specific requests

Close

We are a manufacturer/supplier/provider of... . We are interested in ... We are a Turkish company exporting to the EU, and we need ...

We would be grateful for some information about...

Please send us information about your product range and prices.

In particular, we would like to know ...

Please send full details of your prices, discounts, terms of payment and delivery times. Could you also say whether there is any minimum order.

An early reply would be greatly appreciated.

I look forward to an early reply, and am sure that there is a market for your products here in Hungary.

Giving information (supplier)

Thanks

Giving factual information

Thank you for your email of 4 June inquiring about...

Saying what you are attaching

Highlighting one or two key points

Answering specific questions

Close

We can quote you a price of ... CIF/FOB Istanbul.

We can deliver by ... (date) / within ... (period of time)

The goods will be shipped 3 days from receipt of a firm order.

We can offer a discount of ... on orders over

We require payment by bank transfer/letter of credit.

Our normal procedure is to ...

Our normal terms for first-time customers are ...

We can supply the items you require directly from stock.

I am attaching a document that gives full details of ... I am attaching our current catalogue and price list as a pdf file.

You will see that...

You will note that our line of ... is on special offer.

You will also note that Our experience in this field includes ...

We dispatch the goods within 24 hours of a firm order, and for first-time customers our minimum order is €1,000. I am afraid that model is no longer available. However, ...

We feel sure that May I suggest that I call you at your convenience to discuss the matter further?

If you need any further information, please do not hesitate to contact me. My direct line is ...

Following up a call (supplier)

Open

Summarising key points Giving additional information Saying you will call back

Close

Thank you for taking the time on the telephone this morning to explain

I understand that you-are looking for ... and I am confident that we can find a good solution for your needs.

I have attached some information about our company, including ... I have attached a list of some of our clients, which you will see include ...

As agreed, I'll give you a call during the last week of September. I have made a note to call you again after you've had a chance to ... Perhaps then it would be a good idea to meet to discuss ...

In the meantime, if you would like to discuss any other points, please don't hesitate to give me a call on my direct line

Asking for better terms (customer)

Open

Discussing terms

Close

Thank you for sending We are interested in ... . However, there are one or two things we would like to clarify before going ahead.

Do you give any discount on an order of this size? Would you be prepared to let us have the goods on credit? We need these items by ... at the latest.

If we can reach an agreement on these matters we are sure that we can do more business with you in the future. We look forward to hearing from you soon.

Replying and agreeing terms (supplier)

Open Thank you for your email of ... inquiring about a possible order for ... .

Saying yes

Looking for a compromise

Final details

Close

In relation to ..., we would be happy to let you have ...

I have spoken to my line manager, and we are able to ... on this occasion.

With regard to ..., unfortunately we are not able to ... . However, I am sure we can find an acceptable compromise.

We are prepared to accept

We would be grateful if you could supply bank references.

Please return the attached form asap so that your order can be processed without any delay.

Please note that we have recently improved the functionality of our website, and it is now possible to place an order on-line. Alternatively, you can print out the attached order form and return it to us by mail.

I have arranged for a member of our customer services team to give you a call later in the week. They will be able to deal with any further points.

We hope you find our quotation satisfactory and look forward to receiving your order. We .assure you that it will have our prompt attention.

If you need any further information, do not hesitate to contact us.

Making an order (customer)

Open Thank you for your recent email, and we accept your quotation. Our completed order form is attached, and we give full bank details below.

Close Please acknowledge receipt of this order.

Confirming an order (supplier)

Open Your order has been received.

We can confirm that your goods have been shipped.

You can track shipping details on our website.

Due to exceptional demand these items are temporarily out of stock. We hope to be able to ship your order within ... days and will keep you fully informed. We apologise for any inconvenience this may cause.

Close We are confident that the goods will meet your expectations. Should there be any questions, please do not hesitate to contact me, either by email or phone.

Asking for payment (supplier)

First reminder - open

First reminder — action

Second/Third reminder • open

Second/Third reminder -action

Final demand — open

Final demand - action

We are writing concerning a payment of€12,600 for invoice number KJ678 which is now overdue. A copy of the invoice is attached.

According to our records, the sum of €4,500 is still outstanding on your account.

Please send a bank transfer to settle the account, or an explanation of why the balance is still outstanding. If you have already dealt with this matter, please disregard this email.

We would appreciate your cooperation in resolving this matter as soon as possible.

On (date) I wrote to you regarding your company's unpaid account, amounting to €4,500. May we please remind you that this amount is still outstanding.

I wish to draw your attention to my previous emails of (dates) about the overdue payment on your account. We are very concerned that the matter has not yet received your attention.

We need a bank transfer in full settlement without further delay.

Clearly, this situation cannot be allowed to continue, and we must ask you to take immediate action to settle your account.

If you have any queries on this matter, please do not hesitate to contact me. Thank you for your cooperation.

Following my emails of (dates) I must inform you that we have still not received payment for the outstanding sum of €4,500.

I wrote to you on (dates) regarding the balance of €12,600 on your account. I attach copies of both emails. This sum is now two months overdue. We are very concerned that the matter has not yet received your attention.

Unless we receive payment within seven days, we shall have no alternative but to take legal action to recover the money.

In the meantime, your existing credit facilities have been suspended.

SSSHiiiSill

Complaining (customer)

Open

Complaint

Request for action

Close

... in connection with my order FS690 which arrived this morning. ... to complain about the quality of a product I bought from your website. ... to complain about the poor service we received from your company. ... to draw your attention to the negative attitude of some people in your customer services section.

Our order dated 16 September clearly stated that we wanted 1,000 items, however you ...

The goods were faulty/damaged/in poor condition.

There seems to be an error in the invoice/a misunderstanding.

The equipment I ordered has still not been delivered, despite my phone call to you last week to say that it is needed urgently. The product I received was well below the standard I expected. To make matters worse, when I called your company your staff ...

Please replace the faulty goods as soon as possible. We must insist on an immediate replacement/full refund.

Unless I receive the goods by the end of this week, I will have no choice but to cancel my order.

I hope that you will deal with this matter promptly as it is causing me considerable inconvenience.

Apologising (supplier)

Open I am writing in relation to your recent complaint.

Apologising I was very concerned to learn about... Please accept my sincere apologies.

I would like to apologise for the inconvenience you have suffered.

Denying responsibility We appreciate that this has caused you considerable inconvenience, but we cannot accept any responsibility in this matter.

1 Promising action Can you leave it with me? I'll look into the matter and get back to you tomorrow.

] We will send replacement items/give you a refund immediately.

1 I can assure you that this will not happen again.

' We're having a temporary problem with We're doing everything we can to sort it out. !

! Compensation To compensate for the inconvenience, we would like to offer you ...

: Close Thank you for bringing this matter to my attention. Please accept my assurance that it will not

> happen again.

j Once again, I hope you will accept my apologies for the inconvenience caused.

I I very much hope you will continue to use our services in the future.

| If you have any further queries, please do not hesitate to contact me on my direct line ...

Phrasi: bank

Being friendly

You heard something, but are not sure Something is true, but surprising Something is obvious or already known Good/bad fortune Saying what you really think Going back to a topic Changing the topic

Summarising with the most important point

It seems that... Apparently, ... Actually, ... In fact, ... Obviously, ... Of course, ... Unfortunately, ... Luckily, ... To be honest, ... Frankly, ... Well, ... So, ... Anyway, ... Anyway, ... So, ... By the way, Anyway, ... Basically, ...

Asking for advice

Formal/Neutral Informal

Open I'd like your advice about a problem I have. I've got a bit of a problem.

Asking for advice I was wondering if you had any ideas about... ? Do you have any ideas about ...?

What would you advise me to do? What should I do?

Close Please write back when you have the time Please email me when you get the and let me know what you think. chance.

Close Please write back when you have the time Please email me when you get the and let me know what you think. chance.

Giving advice

Formal/Neutral

Informal

Job Breakthrough

Job Breakthrough

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