(Luận văn) low performance of sales consultants on card products at jaccs international vietnam finance company

t to UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business ng hi ep w n lo ad y th ju Luu Tuyet Anh yi pl n ua al va n LOW PERFORMANCE OF SALES CONSULTANTS fu ll ON CARD PRODUCTS oi m at nh AT JACCS INTERNATIONAL VIETNAM FINANCE z COMPANY z k jm ht vb l.c gm MASTER OF BUSINESS ADMINISTRATION om an Lu SUPERVISOR: DR TRAN PHUONG THAO n va ey t re Ho Chi Minh City – Year 2019 TABLE OF CONTENTS EXECUTIVE SUMMARY .1 t to LIST OF TABLES AND CHARTS ng CHAPTER 1: PROBLEM IDENTIFICATION hi ep 1.1 Problem context 1.1.1 w n 1.1.2 Symptom .8 lo Problem analysis 10 ad 1.2 Company overview .4 yi Low company reputation 15 pl 1.2.3 Poor outbound consultant service 12 ju 1.2.2 Low Sales Consultants performance 10 y th 1.2.1 Main problem validation 17 1.4 Problem definition and consequences 18 n ua al 1.3 va Problem definition .18 1.4.2 Consequences 19 n 1.4.1 ll fu m oi CHAPTER 2: CAUSE VALIDATION 22 Potential causes 22 2.2 Real causes .24 2.3 Main cause validation 31 at nh 2.1 z z vb 3.1 jm ht CHAPTER 3: SOLUTION DESIGN 35 Potential solutions 35 k Setting a target 35 3.1.2 Building a reward plan .39 l.c gm 3.1.1 Solution selection 43 3.3 Action plan in organization 45 om 3.2 an Lu CHAPTER 4: SUPPORTING INFORMATION 49 4.2 Research method summary 59 ey REFERENCES 61 t re Interview transcripts .49 n va 4.1 EXECUTIVE SUMMARY In the finance-banking industry, despite the banks, nowadays, the finance t to companies also issue credit cards or the card products which are relevant to a loan The ng card market between the finance companies is developing rapidly to adapt the need of hi ep the customers, especially those who not have assets to mortgage Jaccs International Vietnam Company is a Japanese finance company which have been joining in Vietnam w n for years Card products are one of the products of the company which have been lo ad released for years up to now However, the number of cards activated of the company y th is not high The purpose of this thesis is to find out the problem of Card Department and ju solve them The thesis use the techniques such as collecting data, conducting in-depth yi pl interviews with all the staffs as well as the managers of Card Department and also base ua al on the theories to come to some possible cases which can happen From that, the thesis n continue to analyze the context of the company to find out the cases that are really va n existing in the company Finally, with the ideas of the managers, the thesis come to the fu ll conclusion By those methods, the thesis reveals that Low performance of Sales m oi Consultants is the main problem for the high rate of non-activated cards, the cause at nh leading to this problem is due to the lack of performance measurement on card products of Sales Consultants and the best solution is to combine target setting and building a z z commission plan for them This solution can improve the performance of the Sales vb k jm ht Consultants and the number of cards activated of the company om l.c gm an Lu n va ey t re LIST OF TABLES AND CHARTS Table 1: Product information t to Table 2: Summary of non-activated cards from August to December of 2018 ng hi Table 3: The percentage of the card contracts which were not signed comparing with ep the total loan contracts released .27 w n Table 4: The number of motorcycle loan contracts from October-2018 to January-2019 lo ad 28 ju y th Table 5: Card informations of JIVF and competitors .28 yi Table 6: Total balance of Card Department from September 2018 to January 2019 32 pl ua al Table 7: Statistics about activation of cards from September-2018 to January-2019 33 n Table 8: Number of cards issued from September 2018 to January 2019 36 va n Table 9: The estimated percentage of card contracts to loan contracts released from fu ll January-2020 to March 2020 36 m oi Table 10: The estimated percentage of card contracts which are activated to card nh contracts released from January-2020 to March-2020 37 at z Table 11: Cost and benefit for the solution of setting a target 38 z vb jm ht Table 12: Estimated statistic for the commission plan from January to March-2020 41 Table 13: Estimated statistics for the commission plan from January-2020 to March- k l.c gm 2020 41 Table 14: Estimated statistic for the bonus plan from January-2020 to March-2020 42 om Table 15: Rate of missed calls from September 2018 to January 2019 43 an Lu Table 20: Solution comparison 44 ey t re Table 17: Action plan stage 46 n va Table 16: Action plan stage 46 Table 18: Action plan stage 47 Table 19: Action plan stage 48 Chart 1: Summary of non-activated cards from July to December of 2018 Chart 2: Awareness of customers about card products 11 t to Chart 3: The reasons of customers for not activating cards 12 ng hi Map 1: Initial causes and effects map 14 ep Map 2: Updated causes and effects map 16 w Map 3: Fish born map 30 n lo ad Map 4: Final cause and effect map 34 ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re CHAPTER 1: PROBLEM IDENTIFICATION 1.1 Problem context t to 1.1.1 Company overview ng JACCS Co., Ltd, started out as a provider of monthly installment credit services hi ep for use at department stores in Hakodate, Hokkaido, in 1954 Since then, under a founding philosophy that values trust and reliability, JACCS, has continued to expand w n its business nationwide in Japan and has expanded its business into growth markets in lo ad Asia With a total volume of new contracts exceeding ¥3,061 billion, JACCS is one of ju y th the leading names in Japan’s consumer credit sector yi JACCS’ main businesses comprise the credit business, the credit card business, pl ua al and the financing business, which includes credit guarantees and other operations n In overseas business, the JACCS Group continues to expand, focusing on the va n ASEAN region JACCS commenced overseas business with the provision of motorcycle ll fu loan services in Vietnam in 2010, and followed this with the launch of motorcycle loan oi m services in Indonesia in 2012 In April 2015, JACCS International Vietnam Finance Co., - Products at nh Ltd., became the first Japanese-affiliated credit card issuer in Vietnam z z vb Jaccs Company has products: motorcycle loan, car loan, personal loan, k only about Credit/cash card jm ht credit/cash card, electric loan and furniture loan In this proposal, the writer mentions om l.c gm an Lu n va ey t re No Item Deployment Function t to Cash card From 01-2015 -Withdraw at Automated Teller Machine systems of VISA -Withdraw fee: free ng hi ep w n Customer resource ad Duration Credit limit Interest ju y th lo yi pl Credit card From 01-2015 -Payment at card acceptance units of VISA -Withdraw at Automated Teller Machine systems of VISA - Withdraw fee: 3% of the total amount, at least 50,000 VND Call the customers who are Call the customers who are having loans at the company to having loans at the company to consult the card product consult the card product years years 5-10 million VND 5-10 million VND Depend on monthly income of Depend on monthly income of each customer each customer 3.35%-4.61%/month Cash transaction: 2.03%3%/month Retail transaction: 2.03%/month if not payable on arrival No annual fee 100,000 VND/ year al n ua n va Annual fee ll fu m oi Table 1: Product information at nh z z k jm ht vb om l.c gm an Lu n va ey t re ad ju y th yi pl Organization chart of Card Department n ua al - n va Executive Manager m ll fu Deputy Manager, Outbound oi Deputy Manager, Inbound at nh z Team leader, Outbound z Outbound (Activate card) Outbound (consult card) l.c Outbound (consult card) Inbound Staff Outbound (consult card) Inbound Staff Outbound (consult card) an Lu Inbound Staff Customer's request process Staff Outbound (Activate card) om Admin Staff (Manage all documents/PIN/ Card) gm Card Information Input Staff k Inbound Staff jm ht vb Team leader,Inbound va n y te re ac th si eg cd jg hg - Card registration procedure t to ng hi ep Card registeration at counters w n Customer Card issue Investigation aproval Receive Sending card and card to activate lo customer ad card ju y th yi pl n ua al Current customers of Jaccs: va Customers have signed motorcycle loan contract & completed payment n ll fu Customers have signed personal loan contract & completed payment at nh New customers of Jaccs: oi m Customers have a good payment history Customers who apply for motorcycle loan contract z z Customers who apply for personal loan contract vb jm ht  When signing the loan contracts, customers are consulted additionally the card product by the sale consultants at the counters and sign a card contract if they have k gm demand l.c  SCs send the contracts to Investigation department Card department receives the om contracts that are approved by Investigation department then performs outbound to receive or not an Lu calls to customers to consult again the card product and ask whether they still want n va  If the customers accept the products, card department sends Pin and card to  The customers who receive the products and want to activate them have to call hotline of card department to request for activation or they can let their information ey t re customers within 7-10 working days for card department to call back later The inbound staffs then must consult again for the customers before activating cards t to 1.1.2 Symptom ng The writer found out symptom in Card Department It is that the rate of non- hi ep activated cards is very high The outbound (consult card) staffs get the card loan contracts then perform w n outbound calls to customers to consult card information and ask whether they agree to lo ad receive card or not If the customer agrees, the company will send letters which ju y th contains card and Personal Code (PIN code) respectively on different days to the customer with no fee After receiving both of them, the customers have to use the yi pl telephone number which they let on the contracts to call to hotline of card department al ua to request for card activation because they cannot active card by themselves at the n Automated Teller Machine like other bank cards The customers must provide the va n information exactly compared to the information on the contracts such as ID number, fu ll date of issue, full name, and date of birth, addresses, card number, and expired date of m oi card After that, the inbound staffs consult again all the information of the card for the nh customers to understand before changing the status from non-activate to activate card at z The activation process takes about to 10 minutes When the customers not have z activate for them Total activated cards Rate of non-activated card 1105 44.00% 1027 44.30% 804 45.80% 757 46.10% 639 46.10% k om l.c gm an Lu n va ey t re Month December2018 November2018 October2018 September2018 August2018 jm ht vb enough money to call, the outbound (activate card) staffs will call the customers to Table 2: Summary of non-activated cards from August to December of 2018 CHAPTER 4: SUPPORTING INFORMATION 4.1 Interview transcripts t to Transcript 1: ng Interviewee’s name: Ms Huynh Thi Tuyet hi ep Position: Inbound staff Date: 01/3/2019 w n 1/ What are the main missions which you are assigned in Card Department? lo ad - I receive calls from customers and answer their questions After 17:30 pm, I ju y th work overtime to call customers to ask them whether they want to activate cards 2/ Could you please tell me the difficulties you have met when performing outbound yi pl calls to activate cards for customers? ua al -Um…The customers, they often not believe that JIVF Company issues a card n for them They suspect that the card is not real va n 3/ In your opinion, what should the company to improve these cases and how? fu ll -I think that the Sales Consultants should inform the customers when signing the m oi contracts for them to know However, it is not their main duty, so I think the company at nh can have commission for them to this and because the working environment at stores z I think it is also not like at the office, so the Sales Supervisor can support them more z k om l.c gm Time & Date: 01/3/2019 jm Position: Inbound staff ht Interviewee’s name: Ms Nguyen Thu Hoa vb Transcript 2: 1/ What are the main missions which you are assigned in Card Department? an Lu - I receive calls from customers every day and make outbound calls to activate cards n va 2/ Could you please tell me the difficulties you have met when performing outbound -You know that this is a card of a finance company, not of a bank, so the customers suspect about the security of the card Some also are afraid of generating unclear high interest if using it 49 ey t re calls to activate cards for customers? 3/ In your opinion, what should the company to improve these cases and how? -I think that the ones who consult the cards like Sales Consultants and Outbound Staff ( consult card) should tell them clearly, especially the Sales Consultants because t to ng they can meet the customers directly I think that in order to help them better, the hi leaders or the company should train them more to understand the product before ep consulting w n lo Transcript 3: ad Interviewee’s name: Ms Tran Thi Cam Nhung y th ju Position: Inbound staff yi Time & Date: 01/3/2019 pl ua al 1/ What are the main missions which you are assigned in Card Department? n - I receive calls from customers and support their needs I also call to remind n va customers who have not had activated the cards yet oi m calls to activate cards for customers? ll fu 2/ Could you please tell me the difficulties you have met when performing outbound nh -I often meet the cases that the card type which they are holding does not match at their needs For example I am having a list to call of customers living in the rural of z z DakLak but are issued credit card, so they refuse to activate it always vb jm ht 3/ In your opinion, what should the company to improve these cases and how? -I think the Sales Consultants should learn more about the knowledge of the card k gm product to consult the right card type for the customers at the first time You know that l.c I also often receive calls of Sales Consultants asking about the card because some n va Transcript 4: an Lu product to explain for the customers om customers come to the store to meet them for help, but they are not clear about the ey t re Interviewee’s name: Ms Vo Truc Dao Position: Inbound staff Time & Date: 01/3/2019 1/ What are the main missions which you are assigned in Card Department? 50 - I receive calls from customers and answer their questions and activate cards for the customers 2/ Could you please tell me the difficulties you have met when performing outbound t to ng calls to activate cards for customers? hi -The customers are often afraid of defraud or generating unclear interest or I see ep they choose the wrong card type and many other reasons w 3/ In your opinion, what should the company to improve these cases and how? n lo -I think the company should train the ones who consult like Sales Consultant and ad Outbound Staff (issue card) When doing inbound task, I also receive calls from Sales y th ju Consultants to ask for help If they have good knowledge to consult, I think the yi customers will believe to use it pl n ua al Transcript 5: n va Interviewee’s name: Ms Nguyen Xuan Tham oi m Time & Date: 01/3/2019 ll fu Position: Card Information Input Staff nh 1/ What are the main missions which you are assigned in Card Department? at - I input card information of the customer into the system of the company and z z call to activate the cards vb calls to activate cards for customers? k jm ht 2/ Could you please tell me the difficulties you have met when performing outbound gm -Some customers are afraid of defraud, some choose the wrong card type and l.c some have not hand demand yet They not really know about the cards they are an Lu Consultant dis not the job well om holding and not believe what the staffs in call center say because I think the Sales 3/ In your opinion, what should the company to improve these cases and how? va -The main job of Sales Consultants is the main loan Therefore, if the company n they can work better Moreover, I think after that the company also cares about the working life at the stores of them more 51 ey should have a commission for them like they get for the main loan They get money then t re wants them to bring the right contracts as well as consults the customers clearly, JIVF Transcript 6: Interviewee’s name: Ms Duong Thu Cuc t to ng Position: Admin Staff hi Time & Date: 01/3/2019 ep 1/ What are the main missions which you are assigned in Card Department? w - I the paper work for Card Department and perform outbound calls to activate n lo cards as well ad 2/ Could you please tell me the difficulties you have met when performing outbound y th ju calls to activate cards for customers? yi -The customers are scared of generating bad debt because you know nowadays pl ua al in the market, there are many people who get the defraud from bad companies They are n not clear of the characteristics of the card of JIVF, so they not dare to use it n va 3/ In your opinion, what should the company to improve these cases and how? ll fu -I think the company can give the Sales Consultant an amount of money like oi m commission to force them the job better, because they can meet the customers directly nh to consult and explain We, in call center, just can talk through the phones This makes at the customers not believe like the Sales Consultant can z z k l.c gm Time & Date: 04/3/2019 jm Position: Outbound staff ht Interviewee’s name: Mr Hoang Van Khoa vb Transcript 7: om 1/ What are the main missions which you are assigned in Card Department? customers an Lu - I perform outbound calls to customers to consult again and issue cards for the va 2/ Could you please tell me the difficulties you have met when performing outbound n -The customers not remember the card product although they signed the card contracts along with the main loan contracts I have to introduce from bottom to top again for them but the problem is that the customers not believe but I understand their 52 ey t re calls to issue cards for customers? feelings when there is a strange guy calling to issue cards Besides, I met trouble to persuade them to receive cards when the card type on the contracts that they chose dóe not meet their need For example, the customers who live in Ho Chi Minh city and often t to ng go shopping at stores, they need the credit card more than the cash card hi 3/ In your opinion, what should the company to improve these cases and how? ep -I suggest that the company should have a commission for the Sales Consultants w because they are the ones who guide the customers to choose the card type as well as n lo consult the information about cards This is not their main duty and they also not get ad any money from the card contracts like the main loan, so I think they did not consult for y th ju the customers at all Additionally, I think the working environment of them is not good, yi hey often receive complaints from the customers directly with no colleagues aside pl n ua al Transcript 8: ll oi m Time & Date: 04/3/2019 fu Position: Outbound staff n va Interviewee’s name: Mr Nguyen Truong Giang - I call to issue cards for the customers at nh 1/ What are the main missions which you are assigned in Card Department? z z 2/ Could you please tell me the difficulties you have met when performing outbound jm ht vb calls to issue cards for customers? - The customers not remember the card product although they signed the card k l.c also does not meet their needs gm contracts along with the main loan contracts Besides, the card type which they chose om 3/ In your opinion, what should the company to improve these cases and how? an Lu -You know that the Sales Consultants cannot get any commission on the card contracts, but they are the ones who suffer directly complaints from the customers n va Therefore, I suggest if they have the commission, they can work better ey t re Transcript 9: Interviewee’s name: Ms Nguyen Thi Phuong Linh Position: Outbound staff 53 Time & Date: 04/3/2019 1/ What are the main missions which you are assigned in Card Department? - I perform outbound calls to customers to consult again and issue cards for the t to ng customers hi 2/ Could you please tell me the difficulties you have met when performing outbound ep calls to issue cards for customers? w -The difficulties are that firstly the customers not remember anything which n lo is relevant to card product, secondly the card type does not meet their needs ad Surprisingly, all of them signed the card contracts but not have awareness of it I y th ju think this is due to the Sales Consultants They did not consult anything and just stick yi randomly the card type for the customers The outbound staffs like me just consult the pl ua al type which chosen on the contracts and cannot change to other card type for customers n 3/ In your opinion, what should the company to improve these cases and how? n va -In my opinion, the reason that makes the Sales Consultants so is that they ll fu cannot get benefit from the card contracts For example, with the main loan, they get an oi m amount of money like bonus on every contracts but get nothing from card contracts The at nh company can support them about this to motivate them k jm ht gm Time & Date: 04/3/2019 vb Position: Outbound staff z Interviewee’s name: Ms Tran Lieu My z Transcript 10: om - I perform outbound calls to issue cards for the customers l.c 1/ What are the main missions which you are assigned in Card Department? calls to issue cards for customers? an Lu 2/ Could you please tell me the difficulties you have met when performing outbound va -Actually, when I call, the customer even not remember that there is a card n not guide the customers to sign and the Card Department not have many contracts to perform outbound calls 54 ey for them and not consult at all Furthermore, they not have target, so they even t re program for them This means the Sales Consultants just choose randomly a card type 3/ In your opinion, what should the company to improve these cases and how? -The Sales Consultants chose randomly the card type, I think it is because they not want to meet trouble after the customers use it Therefore, I suggest that they t to ng should get commission on the card contracts like the main loan contracts This can make hi them better ep w Transcript 11: n lo Interviewee’s name: Ms Dao Thi Huyen ad Position: Outbound Staff (activate card) y th ju Time & Date: 05/3/2019 yi 1/ What are the main missions which you are assigned in Card Department? pl ua al -I perform outbound calls to customers to activate cards for the customers n 2/ Could you please tell me the difficulties you have met when performing outbound n va calls to activate cards for customers? ll fu -Exactly it is about the card type When performing outbound calls, I recognized oi m the places where the customers are living as well as their jobs and other things are not nh suitable with the product they are going to be issued Most of them also not know at about the card program They signed the card contracts in order to get the main loan z z contracts quickly but not pay much attention vb jm ht 3/ In your opinion, what should the company to improve these cases and how? -Everyone knows that the Sales Consultants not have any commission on card k Position: Outbound Staff (activate card) an Lu Interviewee’s name: Ms Huynh Quynh Kieu om Transcript 12: l.c gm contracts I think the company should consider about this to force them work better n va Time & Date: 05/3/2019 ey t re 1/ What are the main missions which you are assigned in Card Department? - I perform outbound calls to customers to activate cards for the customers 2/ Could you please tell me the difficulties you have met when performing outbound calls to activate cards for customers? 55 -The difficulty is that the customers are often scared of defraud They are afraid of generating bad debt or unclear interest Although I consult again, they not believe 3/ In your opinion, what should the company to improve these cases and how? t to ng -I think that the customers will believe in the Sales Consultants who directly hi guide them to choose the card type and sign the contracts However, now everyone ep knows that there is no benefit for them I think we should consider about this w n lo Transcript 13: ad Interviewee’s name: Ms Do Ngoc Uyen y th ju Position: Customers’ request process staff yi Time & Date: 05/3/2019 pl ua al 1/ What are the main missions which you are assigned in Card Department? n - I receive and handle request forms of customers from the Sales Consultant I n va aslo perform outbound calls to activate cards oi m calls to activate cards for customers? ll fu 2/ Could you please tell me the difficulties you have met when performing outbound nh -The customers suspect the security of the cards They are afraid that if they at activate, even they not use, it still generates interest and become bad debt one day I z z explain but they not believe vb jm ht 3/ In your opinion, what should the company to improve these cases and how? -In my opinion, the customers often believe when you talk directly for them The k gm Sales Consultants should confirm all the information of card for the customers when n va Interviewee’s name: Ms Nguyen Thi Thu Trang an Lu Transcript 14: om any bonus like now l.c signing the contract You know that there is no effort for them to so if there are not ey t re Position: Inbound Teamleader Time & Date: 12/3/2019 1/ What is the most difficult thing that you think the outbound team has to face with when performing outbound calls to issue cards and activate cards? 56 -I think the most difficult thing is that the staffs have to persuade the customers to believe in the card product of the company and understand the characteristics of the product This is a really hard work and requires the cooperation of all of the ones who t to ng have the responsibility for consulting customers hi 2/ What factors you think for the reasons why the customers not activate cards? ep - JIVF Company has operated in Vietnam for more than years, it is a reliable w finance company If they are afraid, they can go to those stores to be consulted, just the n lo customers who live in the areas that have no counters of JIVF find it hard to approach if ad they have problems with card Therefore, I think the problem is at the Sales Consultants y th yi cases ? ju 3/ In your point of view, what solution is suitable for Card Department to improve these pl ua al -The Sales Consultants as well as the outbound staffs must have full knowledge n of card product like the inbound staffs to consult the customers When you know clearly n va what you say, you are more confident to talk and are easier to persuade the others to ll fu believe in you Besides, the compensation plan for all of the employees to make them oi m have effort to work is also very important z k jm ht vb Time & Date: 12/3/2019 z Position: Outbound Team leader at Interviewee’s name: Ms Truong Ngoc Anh nh Transcript 15: l.c performing outbound calls to issue cards and activate cards? gm 1/ What is the most difficult thing that the outbound team has to face with when om -For issuing cards, I claim that choosing the right card type is very important an Lu When issuing wrong card for them, they not use it, they approve it because there is no fee for issuing cards The staffs can convince the customers to receive cards by trying va to consult all the information clearly again However, the matter then comes to the card n every month 2/ What factors you think for the reasons why the customers not activate cards? 57 ey in what the staff say such as the clear interest, how the company calculates the interest t re activation They receive and not use it The difficulty is to persuade them to believe -There are three people communicating with the customers They are Sales Consultants and the outbound staffs who call to issue and then call to remind them to activate cards Some staffs did not consult persuasive enough for the customers to t to ng believe However, the staffs have their scripts, they cannot more like the Sales hi Consultants The Sales Consultants is the ones who consult face-to-face with the ep customers at stores Therefore I think the Sales Consultants should improve their skills w more n lo 3/ In your point of view, what solution is suitable for Card Department to improve these ad cases ? y th ju -I think the company can list this job as their main duties and also give yi commission if they can the job well because now, they get card contracts for the pl ua al company but not get benefits This makes them lazy to work because there is also no n target for the numer of contracts that they must bring back for the company n va ll fu Transcript 16: at Time & Date: 14/3/2019 nh Position: Deputy Manager, Outbound oi m Interviewee’s name: Ms Nguyen Xuan Thanh Truc z z 1/ What factors you think for the reasons why the customers not activate cards? vb jm ht - They are the Sales Consultants Sales Consultants is the first staff who has the first direct contact with the customers and is the one who guide and support customers k gm to complete the contracts The outbound staffs working in the head office consult l.c customers with available contracts by phone They have scripts to follow but cannot om face-to-face convey all of the information for the customers to understand more deeply an Lu than the Sales Consultants can Besides, the outbound team also plays an important role because talking through the phone, the customers are less patient than when talking va directly, so they have to have the ability to communicate persuasively then the customers n 2/ In your point of view, what solution is suitable for Card Department to improve these cases ? 58 ey t re can change their minds -Well, the outbound staffs at the office have their own target For instance everyday, they have their own numbers to reach However, there is still no any ways to evaluate the performance of the Sale Consultants, so this make the productivity not high t to ng I think the company should add a measurement like target or commission to motivate hi the Sales Consultants to their best The evidence is the short-time bonus program In ep this program, the performance of the Sales Consultants increase significantly I think w commission way is more feasible because if the company set a target and force the n lo employees to comply with a fixed salary, this could lead to depression and leaving the ad company because money was a way to encourage them to contribute their abilities to y th ju the works Target and reward are the two factors that should go together in order to get yi the highest result in sales For the ones who had not had enough knowledge to serve for pl Research method summary n 4.2 ua al their works, they could try to one way or another to know va In this thesis, the writer chooses the qualitative research to follow with the aim n ll fu to find out the main problem of the symptom, then define the main cause to generate the oi m best solution for the Card Department of JIVF Company at nh -The writer uses in-depth interview as a method to get the idea of the staffs in Card Department in order to know the current situation There are 16 interviews with 13 z z staffs, team leaders and deputy manager The interview last about 10 minutes for vb jm ht one interview and were conducted at the head office in Ho Chi Minh City To identify the possible problems, the writer asked the staffs question and the team leaders k gm question The writer asked the deputy manager question number to validate the main l.c problem Similarly, to conclude the main cause, the writer asked the staffs question an Lu team leaders question and the deputy manager question om and the team leader question Finally, with the solution selection, the writer asked the -The writer also uses secondary data of Card Department to support for the thesis n va In the thesis, there are charts, tables All of them are taken from the weekly and - With the support from the interview result and the data collected in Card Department, together, the writer can draw the initial map to find the problem, the fish 59 ey t re monthly report of Card Department born map to clarify the causes and the final cause and effect map to see the overall picture of the thesis Interview’s guide: t to ng For the staffs in Card Department: hi Part : Introduction ep Part 2: Main questions General information of the interviewee: Please introduce about your name, w - n lo position ad 1/ What are the main missions which you are assigned in Card Department? y th yi cards? ju 2/ What factors you think for the reasons why the customers not activate pl ua al 3/ In your opinion, what should the company to improve these cases and how? n Part 3: Thank you for their time ll oi m Part 2: Main questions fu Part : Introduction n va For the Teamleaders: nh 1/ What is the most difficult thing that the outbound team has to face with when at performing outbound calls to issue cards and activate cards? z z 2/ What factors you think for the reasons why the customers not activate vb jm ht cards? 3/ In your point of view, what solution is suitable for Card Department to improve an Lu n va Part 2: Main questions om Part : Introduction l.c For the Deputy Manager: gm Part 3: Thank you for their time k these cases ? ey t re 1/ What factors you think for the reasons why the customers not activate cards? 2/ In your point of view, what solution is suitable for Card Department to improve these cases ? 60 REFERENCES (1) Ashraf MS, Bashir M, Bilal MY, Ijaz K, Usman M The 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