ĐẠI HỌC ĐÀ NẴNG TRƯỜNG ĐẠI HỌC NGOẠI NGỮ KHOA TIẾNG ANH BÁO CÁO THỰC TẬP TỐT NGHIỆP Đề tài KỸ NĂNG GIAO TIẾP BÁN HÀNG Đà Nẵng Ngày 15 tháng 03 năm 2023 ACKNOWLEDGEMENT During the process study at the[.]
ĐẠI HỌC ĐÀ NẴNG - TRƯỜNG ĐẠI HỌC NGOẠI NGỮ KHOA TIẾNG ANH BÁO CÁO THỰC TẬP TỐT NGHIỆP Đề tài: KỸ NĂNG GIAO TIẾP BÁN HÀNG Đà Nẵng Ngày 15 tháng 03 năm 2023 ACKNOWLEDGEMENT During the process study at the Da Nang University, I have learnt much knowledge I would like to thank the Administration as well as all of teachers in the Da Nang University, who taught a lot of useful knowledge for me Especially, I give the sincerely acknowledgement to the leading teacher who led and helped me enthusiastically I am grateful to all the Lighting Vietnam Trade And Services Company Limited, my special thanks Mr Tran Viet Hung for his support and guidance me throughout internship time This report is the result of contribution from many people I again thank for their help and I hope that the success of the report would be a valuable present for their kindness Cộng hòa xà hội chủ nghĩa Việt Nam Độc lập-Tự do-Hạnh phúc 0o0 PHIẾU ĐÁNH GIÁ KẾT QUẢ THỰC TẬP (Dùng cho cán hướng dẫn thực tập) Họ tên cán hướng dẫn thực tập: …………………………………………………… Đơn vị thực tập: …………………………………………………………………………… Địa chỉ: …………………………………………………………………………………… Điện thoại: ……………………………………Fax: ……………………………………… Email: ……………………………………… Website:…………………………………… Họ tên sinh viên thực tập: ……………………………………………MSSV: ………… Lớp: …………………………Khoa Ngoại Ngữ Đại học Văn Lang Thời gian thực tập : từ ngày /…… / 201… đến ngày ………./………./ 201… NỘI DUNG ĐÁNH GIÁ ĐIỂM SỐ Tinh thần kỷ luật, thái độ 1.1 Thực nội quy quan 1.2 Chấp hành giấc làm việc 1.3 Thái độ giao tiếp với CB CNV 1.4 Ý thức bảo vệ cơng 1.5 Tích cực cơng việc Khả chuyên môn, nghiệp vụ 2.1 Đáp ứng yệu cầu cơng việc 2.2 Tinh thần học hỏi, nâng cao trình độ chun mơn 2.3 Có đề xuất, sang kiến, động công việc Kết công tác Điểm số trung bình: Ngày……….tháng……….năm 201… XÁC NHẬN CỦA CƠ QUAN Cán hướng dẫn TABLE OF CONTENTS ACKNOWLEDGEMENT DIAGRAMS TABLE .7 CHAPTER OVERVIEW OF LIGHTING VIETNAM TRADE AND SERVICES COMPANY LIMITED 1.1 History and development of Lighting Vietnam Trade And Services Company Limited .1 1.1.1 History of Lighting Vietnam Trade And Services Company Limited 1.1.2 The process of development 1.2 Functions, mission, structure 1.2.1 Functions 1.2.2 Missions .2 1.3 The company organization structure 1.3.1 Organizational structure 1.3.2 Functions and duties of department II.SALES OPERATION AT LIGHTING VIETNAM TRADE AND SERVICES COMPANY LIMITED 2.1 Prepare for sale 2.2 Search and screening 2.3 Reach, and appointment setting 2.4 Introduction and presentation 2.5 Fix the comments or objection handling rejection, persuade customers .6 2.6 Unity, signed contract 2.7 Customer care III.WORK ASSIGNMENT 3.1 Work assignments .7 I was assigned as customer care staff 3.2 Assigned job description 3.2.1 Get a list of customers from customer care staff 3.2.2 Call to customer 3.2.3.Note information 3.2.4 Return list for superior CHAPTER 10 INTERNSHIP SUMMARY 10 4.1 New Skills Acquired and Skills Improved .10 4.2 Management techniques observed 10 4.3 Classroom skills employed .11 4.4 Problem encountered .12 4.5 Lesson learned 12 CHAPTER 5: EVALUATION .14 5.1 Self-evaluation and recommendations .14 5.2 Conclusion 15 REFERENCES 18 DIAGRAMS Diagrams 1: Organizational structure of Lighting Vietnam trade and services company limited Diagrams2: Workflows practice .5 Diagrams 3: sales process of c TABLE Tabl 1: Customer list CHAPTER OVERVIEW OF LIGHTING VIETNAM TRADE AND SERVICES COMPANY LIMITED 1.1 History and development of Lighting Vietnam Trade And Services Company Limited 1.1.1 History of Lighting Vietnam Trade And Services Company Limited Lighting Vietnam trade and services company limited was opened more than four years ago, the company has made many significant achievements in areas, was founded with the desire to bring the highest credibility and satisfaction for the quality of service for customers that determination is always the active direction of proving The Republic during the past time all the company's staff has experiences, be well educated in the country and abroad However, with the force and dynamic sales staff are always willing to resolve customer service and thoughtful, conscientious, always gives the feeling of friendliness to customers in business Lighting Vietnam trade and services company limited Name: Lighting Vietnam trade and services company limited -Address: 1387/21A Hoang Quoc Viet, Phu Thuan Ward, District, Ho Chi Minh City -Phone: (08) 62502299/0982.666.352-Fax: (08) 62502299 -Email: trudendien@gmail.com-Website: http://trudendien.com -tax code: 0313196929 date: 01/06/2011 in Ho Chi Minh City -Main activity: trade and exporting lamp, electric -Charter capital: billion VND Lighting Vietnam trade and services company limited is the company distributing the lamp, electric type branded MIHA, MBV, MI by the Minh Hoa Investment Company commercial production, products such as: Cable manufacturing, fiber optical cable Produc of wires, cables and other electronics, electric equipment production types, electric lighting equipment manufacturing, electrical manufacturing, repair of electronic and optical equipment, gate valve-one-way valve, gate valve, butterfly valve, foot valve, brass balls, steel pipes, and threaded fittings In addition the company also distributes the water meter type mark Unik (Taiwan), Zenner-Coma (Germany), the Shinha (Korea), Fuzhuo Fuda, Yuta Flange, 1.1.2 The process of development The newly formed company stage with chartered capital was billion VND, established on June 20, 2011, at the present time the company's capital was increased to 10 billion dong versus the initially established, the products of the company before selling out to foreign and domestic markets are registering the quality of the goods and the company continuously improve the quality of goods, code samples to meet the needs of the market Now the company has combined with several other foreign companies such as South Korea, Poland, in order to expand the scale of their activities Planned in the near future will equipped with more modern machinery and equipment targeted at further efficiency in its business activities 1.2 Functions, mission, structure 1.2.1 Functions The company operates in accordance with the registered function in the business registration license The company specializes in producing domestic and exported to foreign countries training in professional environment go up along with the experience gained in the process of development so as to establish the company has identified its business direction is to bring the best quality products for consumers with professional working style at the same time contribute to job creation, contributing to the State budget, stabilize and improve the lives of staff 1.2.2 Missions Perform business tasks in the correct category in the business registration license and company purposes The company completely independent, financial autonomy, autonomy of the business plan The company operates according to the principle "a leader", the Director of the company is to decide all issues related to all aspects of company activities Depending on the time the Director of the company management hierarchy for the subsidiaries of the company Building strategy development, business plan consistent with the mission and needs of the market Preferred employers in the region and in the country, take care of the good material life sense for officials and employees Planning training, retraining in order to raise the professional level, profession, work capacity, ensuring legal rights for employees Respect for the right to organize of the mass organizations, social and political organization in business for workers Implement mode and rules of capital management, the property, funds, create efficiencies in business operations, strengthen the material conditions for solid companies for the development of the company, responsible for the authentication properties of the financial activities of the company The company is subject to the management of the Government Implementation of tax obligations and the terms of the submission to the State budget in accordance with the current legislation 1.3 The company organization structure 1.3.1 Organizational structure Lighting Vietnam trade and services company limited Corporation with staffing structures are arranged very scientific, consistent with the nature of production and business activities of the company, in accordance with the laws of the Socialist Republic of Viet Nam Director Vice-Director Marketing - Sales manager Chief Human resources accountant (Source: Human resources Department) Diagrams 1: Organizational structure of Lighting Vietnam trade and services company limited 1.3.2 Functions and duties of department Director: Direct operating companies, are responsible for the highest authority in the company’s operations, and is responsible before the law for business activities and direction of the target company as well as the improvement of workers live Vice - Dricter - Assisting the Director in the management and administration of the company's activities as assigned by the Director; - Proactive and positive development, implementation and tasks assigned to the Director responsible for the efficiency of operations Marketing – Sales Department have several functions such as: select the channels through which the goods are to be distributed, trains the salesmen in a knowledge of the goods and in methods of selling them, Supervises and directs the sales activities of the men out in the field Construction of the advertising, marketing and discounting to attract customers, Design - network, design maquette advertising leaflet, brochure, catalog, bandrote Administration of company web network, writing articles to post on the company website, receiving and responding to customer inquiries, for work through the Internet,… Document accountant: The basic function is responsible for financial services, write and collect invoices, data reflected on the books and provide timely information to serve the director's decision Ensure implementation of financial revenues and expenditures of the current regime and state tax provisions, social insurance, health insurance and other obligations to the state besides function rooms include the proposed cost-saving measures, increase profitability, preserve and develop the company's business capital Human resources department - Implementation of strategy, annual budgets, work plans of each month to the Department Director-General for approval - The organization of the mirror, in room assignments to complete year budget plan, work plan of the room / board approved each period - Perform internal reports prescribed by the Company and other reports as requested by the Executive Board - Develop processes and professional regulations of the Office of the field, evaluate the effectiveness of the process, this provision in practice to continuously improve and enhance the Company's operations - Perform other duties as directed by the Executive division II.SALES OPERATION AT LIGHTING VIETNAM TRADE AND SERVICES COMPANY LIMITED Step 1: Prepare for sale Step 2: Search and screening Step 3: Reach, and appointment setting Step 4: Introduction and presentation Step 5: Fix the comments or objection handling rejection, persuade customers Step 6: Unity, signed contract Step 7: Customer care (Source: sale department) Diagrams 2: Sales process of Lighting Vietnam trade and services company limited 2.1 Prepare for sale Salespeople need to prepare everything for successful sales activities, from insight about products, services, sales plan (list of customers need to visit) Introductory paper, card, dress, to both the psychology of sales 2.2 Search and screening Actually this is the first step in the sales process aims to uncover the most promising clients, build a list of potential customers, customer screening weak Sales staff can call, send a message to prospects clients before deciding whether to visit 2.3 Reach, and appointment setting Salespeople need to learn full information about prospects, set out the objective of the visit Salespeople need to know how to greet the buyer to get the opening step for later relationships, including appearance, the preamble and the comment in the story This step successfully execute your sales process becomes easier you convinced was 50% of customers buy from you because the customer is to listen to you say, interested in the products or services you sell 2.4 Introduction and presentation This is the stage the salesperson introduced his product to the buyer under the AIDA formula (attention, interest, desire, action), the salesperson must carefully emphasizes the benefits of customers and raised the features of the product to ensure that the benefits 2.5 Fix the comments or objection handling rejection, persuade customers The customers almost never made comments opposing the process introduced or when suggested purchase orders, their opposition may be psychological or logic To handle those opposed to this, the salesperson must always keep cheerful attitudes, suggest people buy clarified those comments don't approve, deny the reasonable value of the opposing comments, 2.6 Unity, signed contract This is the period of the sales staff to try to unify the business, they need to know how to recognize the signal to end trade in buyers, including the gestures, words or comments and questions, the salesman can make the special agents to stimulate buyers to end trade of service Especially always use open questions = > client hard to deny (for example: you get how much ?) 2.7 Customer care This last step is necessary when the salesperson make sure customers will be satisfied and continue business relations, shortly after the end of business and sales staff need to complete all the necessary details about delivery time, terms of purchase, they should plan on hold to make sure not to lose or forget the customer not so, need care after goods receipt and use of the service by telephone, visit opinions about products and services, gifts, holidays, and the small but action from the actions that will make customers trust you, your company and if there are problems in the order customers use the product, then easily handled good Because 80% of the revenue generated on 20% of customer loyalty Above is the basic steps in the sales process that new sales staff entered the profession needed, customized business lines, products, and services that the sales process is also different in some steps, so sales form, email the sales process will be different the online sales process, as well III.WORK ASSIGNMENT 3.1 Work assignments I was assigned as customer care staff 3.2 Assigned job description Get a list of customers from customer care staff Call to customer Note information Return list for s/uperior (Source: sale department) Diagrams3: Workflows practice Interpretation process: 3.2.1 Get a list of customers from customer care staff Daily morning, I've got a list of customers from customer care staff This list includes information about the customer name, number phone, name and address of customers This list includes customers who have worked with the company Customer care staff will send this list by email or printed out and sent directly to me (Source: sale department) Table 1: Customer list 3.2.2 Call to customer Once I get a list of customers from the customer care employee, I have read the information in the list then initiated the call The main content of the call: start the call by the simple greetings, then introduce yourself with Lighting Vietnam trade and services company limited then entered the main content: ask the previous orders? they are satisfied with the product? Currently, they have the project would like to partner with Lighting Vietnam trade and services company limited ? During the talk, the customer's response is usually fun, comfortable receiving calls, at the same time to thank Lighting Vietnam trade and services company limited because of interest However, there were a few customers were not able to hear the phone, or call at their mood is not good, they're not comfortable and recommended the termination of the previous call However, most of customers still refuse politely, not harrassing me Normally average one day I made about 20 calls, each call usually lasts from 5-20 minutes depending on the content of the call With the customer does not contact or phone is busy, make a maximum of three calls in one day, each call within at least hours 3.2.3.Note information After I had done a call, I had to take notes right in the document information that my manager took notes The information is usually rated in customer satisfaction for contracts cooperation along with information about the new customer contracts The notes should be brief but clear, generalize the entire contents of the call was made 3.2.4 Return list for superior This document includes a list of customer care staff gave me at first and the notes I've collected in the process of implementation of the call Recheck the call has been completed, marking the calls were not completed during the day; Considering the entire call and notes; Later that day, I had to return the document to the manager CHAPTER INTERNSHIP SUMMARY 4.1 New Skills Acquired and Skills Improved There are three main knowledge that student has learnt from this intership The first, it is soft skills such as problem-solving skill, communication skill, presentation skill soft skills are important to the success of almost all people Another reason hiring managers and employers look for applicants with soft skills is because soft skills are transferable skills that can be used regardless of the job at which the person is working The second, it is sales skill that is very important knowledge to support the student to find good job in the future Specially, this is product knowledge that helps sales staff attract the customers to the company he most important of today’s sales skills is simply understanding the buyer It’s the foundation of effective selling But it involves more than just understanding who the buyer is The last, it is translation skill In the business translation field, many folks assume all you need is knowledge of two languages A high quality translation must be many things: Easily understood, well-written, true to the subtleties and spirit of the original as well as the meaning 4.2 Management techniques observed Lighting Vietnam Trade And Services Company Limited has effective management techniques applied for its business such as select the right people and develop it staff, as well as being positive and constructive in developing the company The sales manager is only as good as their team He emphasises the importance of focusing on his sales staff’s development To him, Helping his employees to succeed – their success is his success, as well as Lighting Vietnam Trade And Services Company Limited’s success He is always willing to coach his sales team and coach them and coach them until they become the best sales team 10 In import-export department, the manager also give his staff to improve their knowledge, as well as English language Moreover, Lighting Vietnam trade and services company limited always look for the talents who can devote themselves for the company In addition, Lighting Vietnam Trade And Services Company Limited tries to create good working environment for its staff to make sure that they always feel comfortable when working This is the best management techniques to increase staff’s satisfaction and productivity 4.3 Classroom skills employed Thanks to English skills such as reading skill, writing skill, listening skill and speaking skill that help the student to complete the intership in Lighting Vietnam Trade And Services Company Limited well Companies who conduct business internationally are likely to be engaging with people who speak English as a first or second language on a regular basis making the ability to use English in the workplace a very valuable skill A good knowledge of English allows the student to communicate effectively with international customers The student uses English for a variety of purposes including in meetings and negotiations, for translation and interpretion, writing reports, giving presentations and in social situations To build successful relationships, the student understands the different tones and styles that can be used in business contexts and have the ability to determine which is suitable Moreover, the student works on soft skills including how to effectively manage, persuade and negotiate in English In short english skills help the student create a good translation is a matter of grammar, vocabulary, and cultural knowledge In addition, it helps the students learn new skills in Lighting Vietnam trade and services company limited, as well as supporting them to work well 11 4.4 Problem encountered Problem : There is no a translator in Lighting Vietnam trade and services company limited This is the big problem that cause negative effect to customer service and sales Solution : until now Lighting Vietnam trade and services company limited has not recruit a translator for its business Thus recruiting a good translator and interpretor is compulsory now Problem : Forms of import-export documents are not good and not clear This can affect to customers’ satisfection when they receive bad form of documents Solution : Lighting Vietnam trade and services company limited should focus on re-design new form that help customers can read them clearly ans easily Problem : The marketing strategies is not good enough Then Lighting Vietnam trade and services company limited has a limitation of marketshare development Solution : Lighting Vietnam trade and services company limited deploys marketing mix that brings brandnames to international customers Especially, Lighting Vietnam Trade And Services Company Limited should focus on marketing on because it is cheap and effective 4.5 Lesson learned During the internship time, the student has experienced the real working environment that involves the social interactions at the workplace, including interactions with peers, subordinates, managers and director It is a location of management and organization Important and compulsory duties are carried out here under the supervision of a head One of the most wonderful and beneficial things an office environment can teach the student is time management By the way, the student has been learning how behave yourself in front of others Moreover, The best thing about working in an office is the excitement of learning something new on a regular basis Here you will learn to become an experienced and diplomatic person 12 However, one of the worst side effects of working in an office is that it encourages a sedentary lifestyle The staff usually sit at their desks all day This makes them a lazier person as they don’t walk around or any chores Not just that, it strains our neck and back 13 CHAPTER 5: EVALUATION 5.1 Self-evaluation and recommendations Self-evaluation After internship time, the student learnt a lot from Lighting Vietnam trade and services company limited This will be the good skills and knowledge that support student for coming jobs Now the student feel more confident and experienced on real working more than just learning at shool Some skills needed for work: Patience Attentiveness Clear Communication Skills Ability to Use "Positive Language” Acting Skills Time Management Skills Ability to "Read" Customers Being a creative people Thinking different Knowing how to communicate with other Working confidently within a group Presenting a strong,professional and positive image to others Recommendations For school After experiencing an internship, the student highly suggest main recommendation to our school The soft skills should be strongly taught in the class Nowadays, there are a wide range of other qualities that recruiters look for in potential candidates These are often referred to as “soft skills” In today’s ever-competitive job market, the measure of an individual’s general career success is the ability to use these soft skills to adapt to any assignment It cannot be expressed adequately how important soft skills are and how they can position a candidate for success in the workplace 14