Letter Writing: Inquiry, Quotation, Order, Complaint and Adjustment Letters Questions

Question 1

What is quotation letter?

Accepted Answer

Quotation letter provides price and terms of supply in response to inquiry.

Question 2

Define order letter.

Accepted Answer

Order letter is written to place a confirmed order for goods/services with details.

Question 3

Define inquiry letter.

Accepted Answer

An inquiry letter is written to request information such as price, catalogue and terms from a seller.

Question 4

What is a complaint letter?

Accepted Answer

Complaint letter reports dissatisfaction about defective/delayed/wrong supply and asks for remedy.

Question 5

What is adjustment letter?

Accepted Answer

Adjustment letter is seller’s reply to settle complaint and maintain goodwill.

Question 6

State one essential part of a letter.

Accepted Answer

Subject line is an essential part of a business letter.

Question 7

State any three points to be included in an inquiry letter.

Accepted Answer

Inquiry should include item specifications, quantity required, request for price/discount (including tax), delivery time and payment terms (any three).

Question 8

Write any three points to be included in a quotation letter.

Accepted Answer

Quotation should include item description/specs, price and taxes, discount, delivery schedule, warranty and payment terms (any three).

Question 9

Write any three points to be included in an order letter.

Accepted Answer

Order letter should include reference to quotation, item details and quantity, rate/price, delivery address/time, and payment terms (any three).

Question 10

Explain how to maintain courtesy in a complaint letter (any three points).

Accepted Answer

Use polite words, state facts without blame, clearly request remedy, and avoid harsh/angry language. Mention references and close respectfully.

Question 11

Differentiate between complaint letter and adjustment letter (any three points).

Accepted Answer

Complaint letter is written by buyer to report problem and request remedy; adjustment letter is written by seller to resolve complaint. Complaint states defect and demand; adjustment apologises (if needed) and states corrective action. Complaint may be firm; adjustment focuses on goodwill.

Question 12

Write a short outline of an order letter (headings).

Accepted Answer

Include sender/address/date, receiver address, subject, salutation, reference to quotation, item list with quantity and rate, delivery and payment terms, request for confirmation, closing and signature.

Question 13

Explain inquiry letter: purpose and contents.

Accepted Answer

An inquiry letter is written to request information from a supplier before purchasing goods/services.

Purpose:
- to ask for catalogue, price list and terms
- to know availability, delivery time, discount and warranty

Contents (exam points):
1) clear subject line
2) specification/quality/brand required
3) quantity required
4) request for price (including taxes) and discount
5) delivery time, payment terms and warranty
6) polite closing requesting early reply

Inquiry letters should be concise, clear and courteous.

Question 14

Explain complaint letter: guidelines for drafting and desired remedies.

Accepted Answer

A complaint letter is written to inform a seller about defects, wrong supply, damage or delay and to seek remedy.

Guidelines:
1) Mention reference (order/invoice number and date).
2) Describe the problem clearly with facts (quantity, defects, damage).
3) Mention evidence/enclosures if any.
4) State desired action: replacement, repair, refund, credit note.
5) Maintain polite but firm tone; avoid emotional words.
6) Request prompt action and mention urgency if needed.

A good complaint letter protects buyer’s rights and maintains professional relationship.

Question 15

Explain adjustment letter: meaning and principles of good adjustment reply.

Accepted Answer

An adjustment letter is the seller’s reply to a complaint. Its aim is to resolve the issue and maintain goodwill.

Principles:
- acknowledge complaint quickly
- show empathy and apologise if necessary
- accept responsibility if fault is yours (avoid blame)
- state corrective action clearly (replacement/refund/repair) and timeline
- assure quality and thank customer

A well-written adjustment letter can convert a dissatisfied customer into a loyal customer.

Letter Writing: Inquiry, Quotation, Order, Complaint and Adjustment Letters

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