Typically, dealing with common enquiries requires the provision of the same or similar information each time. This may be in response to a telephone/in-person enquiry or an email enquiry. In the first case you can create an email template and in the second case you can devise Quick Parts to insert in an email reply.
These are described in the document: Email templates and how to deal with common queries [8-page PDF].
Note: You will require Adobe Acrobat Reader on your computer to download pdf files. This software can be downloaded from the Adobe website.