1 What is job market? The market in which employers search for the right employees and employees search for jobs 2 What is job advertisement? An announcement in a newspaper, on the internet, etc about a job that people can apply for 3 What is apprenticeship? A young person learns a skill or trade by working under supervision in a company They have a contract to work there for a fixed number of a year 4 What is work placement? Students often take a temporary job during their studies – for little.
1 What is job market? The market in which employers search for the right employees and employees search for jobs What is job advertisement? An announcement in a newspaper, on the internet, etc about a job that people can apply for What is apprenticeship? A young person learns a skill or trade by working under supervision in a company They have a contract to work there for a fixed number of a year What is work placement? Students often take a temporary job during their studies – for little or no pay – because they want to get experience What is graduate trainee scheme? Big companies accept a number of newly qualified people to work for one year They get general experience by working in different departments They may or may not get a permanent job at the end What is “benefit package”? Something you get in addition to salary (eg: health insurance, pension scheme) What information should be included in a CV? A CV should include personal information, education level, professional experience, skills, interests and referrences What is a CV? Summary of your education and previous jobs, which you use when you looking for a job 9 What does the Human resources department do? Deals with recruitment, hiring employees; also training and helping employees 10 What is a headhunting firm? A business persuading someone to leave their job and go to work for another company in a similar position 11 Who is an applicant? A person who formally requests for something, especially a job, or to study at a college or university 12 What are the duties of a human resources assistant? They assist with recruitment, training and helping employees 13 What is sponsorship? Giving money to pay for programmes or events, in exchange for advertising or to get public attention 14 What is B2B? Business to business: A form of transaction between different businesses 15 Who are sales representatives? A person who sells a company’s products or services by speaking to customers on the phone or traveling to meet them 16 What is direct marketing? Examples? All sales immediately activities where consumers can buy products Ex: direct mail, TV shopping, Internet shopping, telephone selling 17 What are public relations? This involves creating news and getting information about the company or its products in the press or on TV 18 What is sales promotion? Examples? A marketing strategy in which a business uses a temporary campaign or offer to increase interest and demand in its product and service Ex: discount, free gifts, … 19 What is a sales pitch? What a salesperson says about a product to persuade people to buy it 20 What is a discount? A reduction in the cost of a product or service, usually to encourage people to buy something 21 Who is a consumer? A person who buys goods, products, or services for their own use, not for business or to re-sell 22 What is personal selling? Employing sales representatives to make regular sales visits to customers and potential customers 23 What is a flyer? A small sheet of paper advertising something and usually handed to peole or delivered to people’s houses 24 What is direct mail? Advertisements that are sent in the post, often to people who might be interested in the product 25 What is a complaint? A written or spoken statement by someone saying that they are unhappy about something 26 What does “customer satisfaction” mean? When customers who have paid for a product or service feel happy with it 27 What are the roles of the customer services department? Answer the customers’ complaints & questions, give info about products & services, take orders & process returns 28 What is “customer feedback”? Advice or criticism about products, services or ideas 29 What does “refund” mean? To give someone their money back, for example, because they are not satisfied with the goods or services they have paid for 30 What is “payment”? An amount of money that must be paid, or has been paid, or the act of paying it 31 What is a “guarantee”? A formal written promise to repair or replace a product if it has a fault within a period of time after you buy it 32 What is LEARN routine? It’s a fixed routine for handling complaints from customers, LEARN stans for Listen, Empathise, Apology, React, Notify 33 Take examples of some situations that customers should complain? The food in a restaurant is overcooked The train is five minutes late There is cigarette ash on the floor of an expensive hotel room 34 What are important skills that every customer service employee needs? Problem-solving ability, collaboration, multitasking, leadership… 35 Why British companies spend more than they need on service-quality improvement? Because they not receive much feedback and so lose a chance to improve service quality As a result, they need to spend more than they need on service-quality improvement 36 What does “complain in a roundabout way” mean? To make a statement saying that you are unhappy about something not in a direct way 37 Why is a complaint a gift? Because the complaints of customers help shops: + Know how to improve the products or services + Give ideas for new products or services + Give information about what kind of product or service company should pay for 38 What should customer service staff when customer explains the problem? They should listen carefully and repeat to check that they have understood 39 What is motivation? Willingness and enthusiasm to something without being told to it 40 What is the bonus? An extra amount of money added to an employee’s salary for doing difficult or good work 41 What does “hierarchy” mean? A structure in which staffs are arranged according to their level 42 What does “superior” mean? A person or group of people who are higher in rank or social position than others 43 What is the salary? Money that you receive as payment for your work, usually every month 44 Why is having fun at work important? Because funny helps workers: + Stay focused + Increase creativity + Reduce stress + Encourage communication and interaction 45 What are the five most important things to young people in their work? Opportunity, responsibility, respect, challenges, rewards 46 What does a good working environment mean to you? The workplace where there is having friendly working environment, good colleges and managers with rewards and promotion opportunities 47 What are some personal qualities of the younger workforce? Ability of technical skills, enthusiasm for change 48 What are four kinds of needs that employees have to feel motivated? - Position - Salary - Challenge - Reward 49 What are two of your goals for the coming year and explain why you want to them? Losing weight is my first target since I want to have a better body shape and become healthier The second target must be learning a new language because I want to make new friends and watch movies without subtitles 50 Why should companies motivate their staff? Because the employees’ motivation is the key for organizational success, it helps increase productivity at work with higher quality, thereby contributing to the company’s revenue 51 What’s the profit margin? The difference between the price of a product or service and the cost of producing it 52 What does “buy in bulk” mean? Buy goods in large quantities 53 What does “get a better deal” mean? Get more value for your money 54 What is the workforce? All the people who work in a particular country, industry, or workplace 55 Name some strategies to improve profitability? Reduce cost, have a gift for each bill, flash sale, increase all productions’ prices … 56 What is the cost-plus method of pricing? Calculate what is the cost to product and then add the profit margin you’d like to have 57 What kinds of products and services are increasing in price at the moment? Why? Gasoline prices are increasing sharply due to the effects of the war between Russia and Ukraine 58 What kinds of products and services are getting cheaper? Why? Fruit prices are currently falling due to difficulties in exporting 59 How important is price to you? Price is the primary factor when I purchase something When the price is low, I tend to buy more 60 Where Vietnamese people shop? Supermarket, convenient store, shopping mall, online shopping 61 What does the saying “honesty is the best policy” mean? Said to advise someone that it is better to tell the truth than to lie 62 What is insurance? An arrangement in which a company collects money regularly in premiums from a person or organization, and in return agrees to pay them a sum of money if they have an accident, have something stolen, etc 63 What is auto insurance? Insurance protects against financial losses if you have an accident 64 What is home insurance? Insurance can cover fire, weather-related destruction, and other losses 65 What is commercial insurance? Insurance protects business owners from certain losses, including injured workers and damage to equipment and buildings 66 What is life insurance? Insurance provides protection in the event of a death 67 What is premium? The amount paid for insurance during a particular period of time 68 What is a claim? A formal request by a policyholder to an insurance company for compensation for a covered loss 69 Who is the “policyholder”? It’s a person or an organization who is guaranteed properties, health and social welfare by insurance company 70 What does “compensation” mean in insurance? Money that is paid to sb in exchange for smt that has been lost or damaged or for some problem 71 What is the benefit of using fraud detection system? It helps insurance companies saving money by detecting insurance fraud 72 What insurances you and your family have? We have social insurance, health insurance, and unemployment insurance 73 Why people buy insurance? Because they want to be protected against risks such as fire, accident, and theft 74 Who is the beneficiary? The person who receives the payment 75 What is “insurance fraud”? Is an illegal act that either the buyer or seller of an insurance policy does in a clever way for receiving compensation 76 What are two kinds of technology used to identify fraud in America? Layered voice analyzer (LVA ) and Voice Risk Analyzer ( VRA) 77 List all forms of compulsory insurance in Vietnam? + Health insurance + Unemployment insurance + Social insurance 78 What is an insurance policy? An insurance contract covering a particular risk, and the document that gives detail of this 79 What is marketing? Activities to design and sell a product or service by considering what buyers want or need 80 What does the share in a company mean? The percentage of ownership in a company ... it 27 What are the roles of the customer services department? Answer the customers’ complaints & questions, give info about products & services, take orders & process returns 28 What is “customer