enquiries

VERY IMPORTANT:You need to be able to

make your own notes to take into the examination

hall and you need to exercise in order to know

what to do!

Tourism Communication:

Enquiries:

?

How to make an enquiry:

• Explain clearly what you need.• Supply information.• Give feedback.• Explain the situation.

Writing a letter of enquiry:• State your needs clearly.• Supply enough background information to enable

the respondent to provide information.• Determine if it’s a private or company letter (you

have to do this on a letterhead).• Know why and what you want to know.• Content of the letter should have these

paragraphs:– Introduction: Supply background information.– List your questions or write short paragraphs with the

requirements.– Conclusion: Express the wish for a speedy response.

Example of a letter of enquiry:

• letter of enquiry.docx• (Print this letter and add it to the printout of

this lecture)

TASK One:

• Write a letter of enquiry based on the following:– You want to go to Namibia in December. – You can go for a week.– You have a limited budget.– You don’t have your own transport.– You want to see everything that you can while you

are there.

How to reply to an enquiry:• Positive reply – when you can give the

information.• Negative reply – when you can’t give the

information.• Acknowledge the enquiry.• Express willingness to be available in the future.• Respond immediately.• Determine the client’s needs.• Give full details and information.• If you can’t help – refer them to someone who

can.

• When an enquiry is made by phone, take a message and find the correct person to help them first. Then call back and give their details.

• Follow up.• Give client updates as new information arrives.• Promote Goodwill.• Express appreciation for the enquiry.• Answer directly without being too apologetic.• Explain why you are unable to supply the necessary

information.• Suggest alternatives:– solutions, – addresses, – resources.

Responding to a letter of enquiry:

• Positive – when you can supply the information.• Negative – when you can’t supply the

information.• You can always suggest other solutions or

indicate where the client can get the information or assistance that they need.

• You have to follow the trend of the enquiry and supply the needed information.

Example of a response to a letter of enquiry:

• Positive letter of response to enquiry.docx• negative letter of response to enquiry.docx• (Print these letters and add it to the printout

of this lecture)

TASK Two:• Write a response to a letter of enquiry based on

the following:– The client: Mr. M. Watson called yesterday. His

telephone number: 0823456789. His address: 22 Long Street, Cape Town, 2304.

– He wants to come to Johannesburg for a week in July.

– He can spend R30 000.00 while he’s here.– He wants to know what he can see and do here.– He wants five star accommodation.– He wants to rent a vehicle.– He wants to do adventurous sports while he is here.