Group 5 (Handling Order) [PDF]

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COMMERCE ENGLISH 1 HANDLING ORDER



By:



1. MADE SATYA WIBUTI YANA



1715613021



2. MADE DANY MAHENDRA



1715613041



3. MAYDA RADHITA NIARTHA NATAYA



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4. NI LUH EDA SRI WEDARI



1715613086



4A D3 ACCOUNTING ACCOUNTING DEPARTMENT BALI STATE POLYTECHNIC 2018/2019



PREFACE



First we would like to say thanks to the Almighty God because of the blessings of his grace, we were given the opportunity to be able to compile a working paper entitled “Handling Order” properly, correctly, and on time. This paper is structured to make the readers know what is handling order and how to make it. This paper was compiled with help from various parties. Both parties come from outside as well as from parties concerned itself. And because the aid and help of God, these papers can be finally resolved. The compilers also thanked to Mrs. Chandra as to the tutor in English subject. Who have many professors help compilers in order to complete this paper. Hopefully this paper can give a broader insight to the reader. Although this paper has advantages and disadvantages. For the and please his constituents.



Thank you.



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TABLE OF CONTENTS



PREFACE ........................................................................................................................................ i TABLE OF CONTENTS ................................................................................................................ ii CHAPTER I INTRODUCTION ..................................................................................................... 1 CHAPTER II HANDLING ORDER .............................................................................................. 3 A. Definition of Handling Order ................................................................................................. 3 B. The Importance of Handling Order ......................................................................................... 3 C. Acknowledging an Order......................................................................................................... 3 D. Acknowledges Order For New Customer With First Order .................................................... 5 E. Handling Order For Some Cases ............................................................................................. 8 F.



Delay In Delivery .................................................................................................................. 11



G. Refusing an Order .................................................................................................................. 14 CHAPTER III CONCLUSION..................................................................................................... 17 REFERENCE ................................................................................................................................ 19



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CHAPTER I INTRODUCTION



A. Background The importance of communication cannot be denied by people as a means of interaction with other individuals, to meet information needs, both from within and outside their environment. Communication is something that cannot be separated from human life. Likewise within an organization or agency. With the existence of good communication an organization can run smoothly to achieve its organizational goals, on the contrary if communication within the organization does not run well then the organization will fall apart. In the company media is needed as a tool to communicate with all employees from various divisions to get the desired information. Various choices presented by the media to meet their communication needs. One of them is mass media, among others newspapers, internet, tabloids, radio, magazines, television, and also letter. In terms of establishing business relationships a company usually makes a business letter to facilitate communication especially in business transactions. Letters are the most economic and convenient means of exchanging information. With the help of letters, executives can easily exchange information with customers, suppliers, investors, government offices, regulatory authorities etc. Business letters are used to sell the products, make inquiry about customers or prices of goods, seek information and advice, maintain good public relation, increase goodwill and perform a variety of other business functions. For example, when a trading company sends a letter to another company that intends to offer products sold by the trading company. Based on these illustrations it can be said that the letter can function as a communication tool or conveyer of information from the trading company to other companies. The letter can also function as a representative of the author, in this case the author does not need to directly meet face to face with the intended person to convey information but is represented by a letter. In making business letters there are so many types. One of them is handling orders. If we are making letters in handling orders there are often mistakes, including patterns of language, systematic, politeness in writing, etc. So, from our group now in the preparation of this paper raised material about handling orders in terms of letter making 1



B. Problem Formulation 1. What is definition of handling order? 2. What is importance of handling order? 3. How to make acknowledgement order letter? 4. How to make acknowledgement order letter for new customer with first order? 5. How to handle order for some cases by letter? 6. How to make letter for inform about delay in delivery to customer? 7. How to refuse an order by letter?



C. Writing Purpose 1. To know the definition of handling order. 2. To know the importance of handling order. 3. To know how to make acknowledgement order letter. 4. To know how to make acknowledgement order letter for new customer with first order. 5. To know how to handle order for some cases by letter. 6. To know how to make letter for inform about delay in delivery to customer. 7. To know how to refuse an order by letter.



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CHAPTER II HANDLING ORDER



A. Definition of Handling Order Handling orders consists of two words, “Handling” and “Order”. According to the English dictionary definition of “Handling” is the act of taking holding something in the hands, the packaging and labeling of something to be shipped. In business dictionary, “Handling” is coordination and intregation of operations such as un-packing, re-packing, packaging, and movement of material or goods over short distance. Definition of “Order” for commerce is a confirmed request by one party to another to buy, sell, deliver, or receive goods or service under specified terms and conditions. When accepted by the receiving party, an orders becomes a legally binding contract. Therefore it can be conclude that handling order is the action to respond the request from other parties so that they can be prepared properly before being shipped. B. The Importance of Handling Order When you receive an order that cannot be met at once acknowledge it straight away. For small, routine orders a printed acknowledgement or postcard may be enough, but a short letter starting when the delivery may be expected is better and helps to create good will. When delivery to regular customers can be met immediately the sellers send an invoice, sometimes with the goods sometimes separately. If the goods cannot be supplied at all, you should write explaining why and offer suitable substitutes if they are available. C. Acknowledging an Order As soon as a supplier receives an order, it should be acknowledged. This can be done by letter or by email for speed. The following examples can be used in both email and letter.  Thank you for your order No. 3388 which we received today. Wa are now dealing with it and you may expect delivery within the next three weeks.



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 Your order No. 6712/1 is now being processed and should be ready for dispatch by the end of this week.  We are pleased to inform you that we have already made up your order, No. 9901/1/5, for 500 bed-linen packets, and are now making arrangement for shipment to Rotterdam. Acknowledgeding an order: 



Acknowledgement of order







Acknowledgement order and confirms priority







Acknowledgement order and guarantees delivery



1. Acknowledgement of order:



Dear Mr. Brown



Thank you for your order No. DR. 4316 which we are now making up. We have all the items in stock and will be advising you in the near future.



Yours sincerely, D. casio



2. Acknowledges order and guarantees delivery: Dear sirs, Thank you very much for your order of 2 March for: - 5 doz tea services no. 53 - 3 dos dinner services no. 65 All these items are in stock, and we can guarantee delivery to your Liverpool warehouse well before 15 March. As requested, we will advise you of date of dispatch.



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Yours faithfully, Erhard Meler. 3. Acknowledges order and confirms priority:



Dear sirs,



We were very glad to receive your order for 2 horizontal drilling machines to be supplied to your own specification.



As we mentioned in our previous letter, delivery for machines made up supplied specifications is not normally possible in less than 3 months, but we should like to help you and are giving your order priority. You may be sure that your machine will be ready for shipment by 1 April. We will advise you when your order is ready for collection and shall be pleased to assist you to the best of our ability at all times.



Your faithfully,



Hans Peter Schneider



D. Acknowledges Order For New Customer With First Order First orders, that is orders from new customers, should must certainly be acknowledged by a letter. The letter should : 1. Express pleasure at receiving the order 2. Add a favourable comments on the goods ordered 3. Include an assurance of prompt and careful attention 4. Draw attention to order products likely to be of interest 5. Hope for further orders



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Here is an example of an acknowledgement of a first order: Dear Sir, We want to say how pleased we were to receive your order of 18 of June for cotton prints and welcome you as one of our customers. We confirm supply of the prints at the prices stated in your letter and arranging fir dispatch next week by passenger train. When the goods reached you we feel confident we you will be completely satisfied with them – at the prices offered they represent exceptional value. As you may not be aware of the wide range of goods we deal in, we are enclosing a copy of our catalogue and hope that our handling of this your first order with will lead to further business between us and mark the beginning of a happy working relationship. Yours faithfully,



When the goods ordered cannot be delivered immediately: 1. Apologize for the delay 2. Explain the reason 3. Hope that the customer is not being in conveience unduly 4. State when delivery may be expected this is possible



Dear Sir, We thank you for your order of 15 of March for electric savers, but regret we cannot supply the immediately, owing to fire to our factory. We are making every effort to resume production and fully expect to be able to deliver the savers by the end of this month. Meanwhile, we apologize the delay and trust it will not cause you serious inconvenience.



Yours faithfully,



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There are times when a seller does not accept the buyer’s order, as for example: 1. He is not satisfied with the buyers terms and conditions 2. Where the buyer’s credit is suspect 3. Where the good are not available



When sending such letters: 1. Regret your inability to meet the buyer’s needs 2. Propose an alternative product if one is available 3. Hope for the opportunity to serve him another time



Example is as follows:



Dear Sir, We were pleased to receive your order of 15 of April for a further supply of transitor sets but, as the balance of your account now stand at over $400, hope you will be able to reduce it before we grant credit for further supplies. We fully realize how difficult conditions are just now. We ourselves have many commitmens of our own an answer you will understand when I say we can meet them only if our many customers keep their account within reasonable limits. We should therefore be grateful if you could sends us your check for, say, half the amount you owe us. We could then arrange to supply the goods you know us for and charge them to your account.



Yours faithfully,



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E. Handling Order For Some Cases 1. Orders are accepted but one type of item is not available Example: a. From customer 14th February, 1993 Bayangkara Textile Industry 25, Jalan Gatot Subroto Bandung Dear Sirs, We thank you for your letter of 7th February with samples and price list. We have chosen five qualities and have pleasure in enclosing our order No. 2345 for your attention. As we urgently need them, we should be deeply grateful if you could despatch them without delay. Yours faithfully,



Johan 14th February, 1993 Order No. 2345 Bayangara Textile Industry 25, Jalan Gatot Subroto Bandung Dear Sirs, Please supply: Quantity 40 yds. 40 yds. 40 yds. 50 yds. 60 yds.



Article 273 435 687 888 965



Price Rp 5,000 Rp 4,500 Rp4,250 Rp 4,000 Rp 6,500



Delivery prompt Prompt Prompt Prompt prompt



Despatch by air first flight 14 days/3% For Sejahtera Textile Shop Johan



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a. How to reply: Sejahtera Textile Shop 22, Jalan Pangeran Hidayat Banjarmasin Dear Sirs, Your Order No. 2345 We acknowledge with thanks your letter of 14th February and are pleased to see that some of the articles we offered you have met with your approval. A very large order for 965 has unexpestedly exhausted our stoks of this material. As you asked for prompt delivery, we have substituted our quality 967 at the similar price. This cloth has only just come into stock and we think it is most attractive and certainly excellent value for money. The goods are being despatched today by air first flight and should reach you in the afternoon. We trust that they will to your satisfaction and hope to receive further orders from you in the future. Yours faithfully, Bambang Sales Manager 2. Orders Requesting Discounted Prices Are Greater Than Offered Example: a. From customer 2nd March, 1993 Surya Textile Co. Ltd 34 Jalan Mandalawangi Bandung Dear Sirs, Export 3256 We acknowledge the receipt of letter of 27th February and have considered the cotton, of which you sent us samples, to our customer in Singapore. We have obtained an order for 50pieces but on the condition that a trade discount of 7% must be given. We are most anxious to build up our export connections and hope that you would assist us in our effort. Emclosed please find our order form No. 4215. If you can accept the terms soffered by our customer we could ask you to arrange for immediate delivery. Your reply will oblige. Your faithfully Irwansyah Export Manager



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b. How to reply: 4th March, 1993 PT. Sentosa Indonesia 56, Jalan Gajah Mada Jakarta Pusat Dear Sirs, Export 3256. Order No. 4215 We thank you for your letter of 2nd March with order No. 4215 for 50 pieces of cotton. Although our prices do not really allow my concession we have in this case decided to accept your order and ro grant you a trade discount 7%. We do this because we want to help you in extending your exports and in the hope that this will lead to repeat orders. The goods will be despatched today by passenger train and will reach you this afternoon. Our invoice will follow in due course. Yours faithfully, Pribadi Sales Manager



3. Order Requesting An Extension Of Payment Time Example: a. From customer 11th May, 1993 Buana Wholesaler Ltd 12 Jalan Pelajar Bandung Dear Sirs, Thank you for your offer of 7th May. The prices and qualities seem to be satisfactory and we enclose an order for your attention. As business is a bit slack these last few months we should ask you to alter your terms slightly and to allow us payment in 75 days with 5%. Delivery is required on 19th May. Kindly inform us whether you can book the order on these terms. Your faithfully, Wayan Sujana



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b. How to reply 15th May, 1993 Wayan Sujana 21 Jalan Wahidin Sudirohusodo Denpasar Dear Sirs, We are in receipt of your letter of 11th May and thank you for your order No. 3123 which we have accepted on the terms you propose. We have been doing business together for many yaers and you know that we always try to meet the reasonable wishes of our customers. We must ask you, however, to realise that this concession is exceptional and that future orders can be executed only on our normal trade terms. We shall we pleased to receive your futher orders which shall have our most careful attention. Your faithfully F. Delay In Delivery If goods are held up either before or after they are sent, you must keep your customer informed. State what was happen, how it happened, and what you are doing to put things right. In these cases the speed of email is very usefull. If email is not available, then fax or cable should be used as the sooner your customer informed, the sooner they can take action. It is good idea to keep copies of any messages you send about delays.  I was surprised and sorry to hear that your consignment (Order No. B145) had not reached you. On enquiry I found that I had been delayed by a local dispute on the cargo vessel SS Hamburg on which it had been transferred to the SS Samoa, which is scheduled to sail for Yokohama before the end of next week. I shall keep you informed.  I am writing to tell you that unfortunately there will be a three weeks delay in delivery. This is due to a fire at out Greenford works which destroyed most of the machinery. Your order has beed transferred to our Slough factory and will be processed there as soon as possible. I apologize for this delay, which is due to circumstance beyond our control. 11



 We regret to inform you that there will be a delay in getting your consignment to you. This is due to the cut in supplies from Gara, where, as you may be aware, civil war broke out last week. We have contacted a possible supplier in Lagos and he will let us know if he can help us. If you wush to cancel your order, please let us know as soon as possible. However, I think you will find most manufacturers are experiencing the same difficulties at present.



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Panton Manufacturing Ltd Panton Works Telephone +44 (0)20 8353 0125 Faximile + 44 (0)20 8353 6783 Email [email protected] 8 October 2019 Mr. H. Majid Majid Enterprises Grant Road Bombay INDIA Dear Mr. Majid I am writing to you concerning your order, No. CU 1154/d, which you placed four weeks ago. At that time we had expected to be able to complete the order well within the delivery date which we gave you of 18 June, but since then we have heard that our main supplier of chrome has gone bankrupt. It will be necessary to find an alternative supplier who can fulfil all the outstanding constracts we have to complete. As you will appreciate this will take some time, but we are confident that we should be able to deliver consignment to our customers by the middle of next month. The units themselves have been assembled and only need completing. We regret this unfortunate situation over which we had no control, and apologize for the inconvenience caused. We will understand if you wish to cancel the order, but stress that we are confident that we will be able to complete delivey by the middle of the next month. Please let us know your decision as soon as possible. Thank you for your consideration. Yours sincerely



D. Panton Managing Director.



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G. Refusing an Order There are number of reasons for a company to refuse an order, and some of the most common are given below. Whatever your reason, you must be polite: the words reject and refuse have a very negative tone, therefore it is better to use decline or turn down instead. 1. Out of stock You may be out of stock of the product ordered, or you may no longer make it. Note that, in either case, you have an opportunity to sell an alternative product, but remember not to criticize the product you can no longer supply.  We are sorry to say that we are completely put of stock of this item and it will be six weeks before we get our next delivery, but please contact us then.  We no longer manufacture this product as demand over the past few years has decline.  Thank you for your order for heavy duty industrial overalls. Unfortunately we have run out of the strengthened denim style you asked for. As you particulary specified this material, we will not offer substitute, but will inform you immediately we receive delivey of a new consignment. This will be within the next two months.  We received your order for CAN dynamos today, but regret that due to a strike at the ACN factory we are unable to fulfil ot at present. We are aware that other models will not suit your requirements, but hope that the dispute will be settled soon and that we will be able to supply you. We will keep you informed of developments. 2. Bad reputation The customer may have a bad reputation for settling their accouts or, in the case of a retailer of, say, electrical or mechanical products, may have offered a poor after sales service which could in turn affect a manufacturer’s or supplier’s reputation. In these cases, it is better to indicate terms on which you would be prepared to accept the order, or, as in the last two examples below, find diplomatic way of saying ‘No’.  We would only be prepared to supply on a cash basis.  We only supply on payment against pro forma invoice. 14



 As there is heavy demand at present, we have very few of these products in stock and are serving on rota basis. It is extremely unlikely that we will be able to deliver within the next four month.  As your plant is closing for the summer vacation we would not be able to process your order for the date you have given. Therefore, regretfully, we have to decline it.  I am sorry to say that we must turn down your order as we have full order books at present and cannot give definite date for delivery. 3. Unfavourable Terms The supplier may not like the terms the customer has asked for, either for delivery:  Delivery cannot possibly be guaranteed within the time given in your letter.  Two month must be allowed for delivery as we are dependent on our suppliers for raw materials. Or discount:  It would be uneconomical for us to offer our products at the discount you suggest as we work on a fast turnover and low profit margins.  The usual trade discount is 15% in this country, which is 5% lower than the figure mentioned in your letter.  The discount you asked for is far more than we aoffer any of our customers. Or payment:  We only accept payment by letter of credit. We never offer quarterly terms initial orders, even to customers who can provide references. However, we might consider this sort of credit once we have established a trading relationship.  Our company relies on quick sales, low profit, and fast turnover, and therefore we cannot offer long-term credit facilities. 4. Size of Order The quantity required might be too large:  We are small company and could not possibly handle an order for 20.000 units.  Unfortunatlely, our factory does not have facilities to turn out 30.000 units a week. 15



The quantity required might be too small:  We only supply orders for bollpoint pens by the gross, and therefore suggest you try a wholesaler rather than a manufacturer.  The shirts we manufacture are sold by the dozen in one color. I regret that we never sell individual garments.  Our factory only sells material in 30 metre rolls which cannot be cut up.



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CHAPTER III CONCLUSION Handling orders consists of two words, “Handling” and “Order”. “Handling” is coordination and intregation of operations such as un-packing, re-packing, packaging, and movement of material or goods over short distance and definition of “Order” is a confirmed request by one party to another to buy, sell, deliver, or receive goods or service under specified terms and conditions. So, it can be conclude that handling order is the action to respond the request from other parties so that they can be prepared properly before being shipped. When we are as supplier that received an order that cannot be met at once acknowledge it straight way. As soon as possible a supplier receive an order, it should be acknowledge. This can be done by letter or by email. There are three types of acknowledging an order there are; Acknowledgement of order, Acknowledgement order and confirms priority , Acknowledgement order and guarantees delivery. In handling order it has acknowledges order for new customer with first order, it means that first orders is from new customers, shoud must certainly be acknowledge by a letter. The letter should be: 1. Express pleasure at receiving the order 2. Add a favourable comments on the goods ordered 3. Include an assurance of prompt and careful attention 4. Draw attention to order products likely to be of interest 5. Hope for further orders There are three types of Handling Order For Some Cases: 1. Orders are accepted but one type of item is not available 2. Orders Requesting Discounted Prices Are Greater Than Offered 3. Order Requesting An Extension Of Payment Time



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There are number of reasons for a company to refuse an order: 1. Out of stock 2. Bad reputation 3. Unfavourable Terms 4. Size of order



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REFERENCE Putra, Ardana & Suciani, 2015, English for Commercial Correspondence. Suamba, Putu & Sitawati, Raka, 2014, English for International Business Correspondence. http://www.businessdictionary.com/definiton/handlinf.html Bandung, Tim M2S, 1993, Business Letter (Surat Dagang) Inggris-Indonesia, Bandung: Percetakan M2S. A. Ashley, Oxford Handbook of Commercial Correspondence.



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