(Luận văn) solutions to enhance commucation skills of financial consultabts with customers at hanwha life insurance, brach office in buon ma thuot city (hanwha life buon ma thuot hlb) dalak province vietnam

to UNIVERSITY OF ECONOMICS HO CHI MINH CITY tn gh International School of Business p ie w n ad lo th yj an lu la ip uy Tran Thi Lan n va SOLUTIONS TO ENHANCE COMMUNICATION SKILLS OF m ll fu FINANCIAL CONSULTANTS WITH CUSTOMERS AT HANWHA LIFE n oi INSURANCE, BRANCH OFFICE IN BUON MA THUOT CITY (HANWHA LIFE tz BUON MA THUOT – HLB), DAKLAK PROVINCE, VIETNAM z ht vb k jm om l.c gm an Lu MASTER OF BUSINESS ADMINISTRATION n va re y te th Ho Chi Minh City – Year 2016 to UNIVERSITY OF ECONOMICS HO CHI MINH CITY tn gh International School of Business p ie w n ad lo th yj an lu la ip uy Tran Thi Lan SOLUTIONS TO ENHANCE COMMUNICATION SKILLS OF FINANCIAL n va CONSULTANTS WITH CUSTOMERS AT HANWHA LIFE INSURANCE, m ll fu BRANCH OFFICE IN BUON MA THUOT CITY (HANWHA LIFE BUON MA THUOT – HLB), DAKLAK PROVINCE, VIETNAM tz n oi z ht vb k jm ID: 22 13 00 34 an Lu SUPERVISOR: DR LE NHAT HANH om l.c gm MASTER OF BUSINESS ADMINISTRATION n va re y te th Ho Chi Minh City – Year 2016 to ACKNOWLEDGEMENTS tn gh I got a lot of helps when I studied MBUS-MBA program and when I did the project, p ie so, I would like to thank the following people w Firstly, I want to express my deep gratitude to all the professors at ISB – UEH, who n ad lo taught me in MBUS-MBA program th yj Secondly, I would like to deeply thank my supervisor Dr Le Nhat Hanh for her uy la ip support, patience and help through the pass months an lu Thirdly, I would like to thank all the professors of the thesis proposal defending n va council and the draft thesis suggestion council, who gave the helpful comment for me to m ll fu complete the project in the right direction tz n oi I also want to thank Mss Binh and Miss My Anh in my group research shared the documents and encouraged me in the study period and doing thesis process z In addition, I want to say thanks to all the staffs, consultants and customers of ht vb k gm gave the feedback for finishing this project jm Hanwha Life Buon Ma Thuot, who provided documents, answered the questionnaires and Last but not least, I would like to thank my class mates in MBUS 4.2, my colleagues om l.c at Tay Nguyen University and my family members support me to complete this project an Lu Students n va re y te Tran Thi Lan th to LIST OF TABLES, FIGURES AND TRANSCRIPTS tn gh Table 1.2: New exploiting premium and the quantity of new contract p ie Table 2.1 Strategies evaluation 24 Table 2.2 Cost and benefit of three alternative solutions 26 w n Table 3.1 Detailed implementation plan 30 ad lo Figure 1.1: The share of premium turnover and new exploiting premium of Vietnamese th yj insurance market ip uy Figure 1.2: Development of coffee price over the world la Figure 1.3: Cause - and - effect map 16 an lu Transcript 1.1 The number of life insurance policy that were sold by each financial n va consultants in 2014 Transcript 4.1: Customers’ assessing about communication skill of PruB’s financial m ll fu consultants 40 n oi Transcript 4.2 Customers’ assessing about communication skill of HLB’s financial tz consultants 42 Transcript 4.3a: Interview financial consultants to identify the most important causes of z ht vb the problem 43 jm Transcript 4.3b: Interview financial consultants to identify the most important causes of k the problem 43 gm Transcript 4.3c: Interview financial consultants to identify the most important causes of om l.c the problem 44 Transcript 4.4a: Interview customers to identify the most important causes of the problem 45 Lu an Transcript 4.4b: Interview customers to identify the most important causes of the problem 46 n va re y te th (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam to LIST OF ABBREVIATIONS tn gh HLB Hanwha Life Buon Ma Thuot p ie PruB Prudential Buon Ma Thuot VCCI Vietnam Chamber of Commerce and Industry w n BOD Board of Directors ad lo th yj an lu la ip uy n va tz n oi m ll fu z ht vb k jm om l.c gm an Lu n va re y te th (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam to TABLE OF CONTENTS tn gh EXECUTIVE SUMMARY p ie Chapter PROBLEM IDENTIFICATION 1.1 Company background w n 1.2 Background of problem ad lo 1.2.1 Symptoms th 1.2.2 Possible problems yj uy 1.3 Problem justification 10 la ip 1.3.1 Problem definition 10 an lu 1.3.2 Justify the existence of the central problem 12 1.3.3 Justify the importance of the problem 13 n va 1.4 Potential causes of the problem 14 m ll fu 1.5 Causes validation 17 CHAPTER 2: ALTERNATIVE SOLUTION ANALYSIS 21 n oi 2.1 Alternative Solutions 21 tz 2.1.1 Training 21 z 2.1.2 Teamwork 23 vb ht 2.1.3 Dismissal and recruitment 23 jm 2.2 Solution comparison 23 k gm 2.3 Select the best solution 27 CHAPTER 3: ACTION PLAN 29 l.c om 3.1 Business goals 29 Lu 3.2 Objectives 29 an 3.3 Cost and benefit of three alternative solutions 29 va 3.4 Detailed implementation plan 29 n y te REFERENCES 48 re Chapter SUPPORTING INFORMATION 31 th (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam to EXECUTIVE SUMMARY tn gh Hanwha Life Buon Ma Thuot (HLB) offers the protection that is against the loss of p ie income when the insured people pass away, get older or have a serious risk The w n company provides life insurance for customers in Buon Ma Thuot city and Dak Lak ad lo Provice th yj Because life insurance is a special product, so in almost cases, an insurance policy is uy la ip sold by a financial consultant Like other life insurance companies, HLB introduces and an lu sales their product directly to customers by the financial consultant force However, after n va six year launching their business in Buon Ma Thuot from 2009, almost all of the years, m ll fu HBL got lost a lot of money In addition, share of new exploiting premium and the share tz n oi of premium turnover are much less than other life insurance companies in the area Moreover, the information about purposes of life insurance product are not transferred z sufficiently and HLB’s financial consultants sold less amount of life insurance policies ht vb k jm and less premium than other financial consultants at other life insurance companies gm Our group research conducted a project to find out the roof of problem that make om l.c HLB have those bad symptoms After research the real situation at HLB, we found that HLB has a problem about communication skill of their financial consultants The Lu an financial consultants cannot explain thoroughly to make customers believe and choose th comparing the solutions we found that training bring more benefit and less time and cost y te the problem, which are Training, Teamwork and dismissal & recruitment After re We discussed with the board manager to give three alternative solutions for solving n va their product (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam 47 to tn gh Mr Tuan (age 28, freelancer) Investment with high interest and no risk p ie HLB’s financial consultants said that the interest of life insurance is higher than of depositing in a bank HBL’s products have higher interest than other life insurance companies’ product HLB’s financial consultants said that because of longer term than deposit in bank, signing an insurance policy we are protected longer w HBL’s products have higher interest than other life insurance companies’ product n ad lo Play life insurance to win a lot of money th Mr Dong (34 years old, accountant) yj an lu la ip uy n va n oi m ll fu Saving for future HBL’s products have higher interest than other life insurance companies’ product HLB’s financial consultants tell me that we will get more money if we play life insurance Msr Phuc (age 33, accountant) Investing money with higher benefit than depositing in a bank HBL’s products have higher interest than other life insurance companies’ product HLB’s financial consultants said that the interest that we sent money to a bank is much lower than participate life insurance, so we should sign a life insurance policy tz Msr Phuong (35 years old, bank staff) HLB cannot go bankrupt because it is a big life insurance company HLB cannot go bankrupt because it is a big life insurance company HLB cannot go bankrupt because it is a big life insurance company z Because the life insurance company takes customers fee to invest in other field to give their customers more money, so if we sign a life insurance policy we have to wait for their investment mature HLB’s financial consultants said that when we accept to sign life insurance policy means we agree to invest together with life insurance company so we have to put our money in the material as we open a shop, at the first time the investment is not always going well, so if we get back your money we remain a little Because the interest of life insurance is higher than deposit in a bank so the company has to take customers’ money to buy share, bond or invest When we want to get money back earlier, they also have to sale share, bond earlier or cancel their investment and lost money HBL’s financial consultants tell me that the life insurance company have to invest in other field by customers’ fee, so we will lost the preliminary investment money if we withdraw the fee before maturity ht vb k jm l.c gm om HLB cannot go bankrupt because it is a big life insurance company an Lu n va re y te th (Source: Interview customers in Buon Ma Thuot) (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam 48 to tn gh REFERENCES p ie Text book references Annual report (2012, 2013, 2014), Hanwha Life Buon Ma Thuot, Dak Lak Province, w n Vietnam ad lo Annual report (2013, 2014), Prudential Buon Ma Thuot, Dak Lak Province, Vietnam th Babbel, D F (1985) The Price Elasticity of Demand for Whole Life Insurance The yj uy Journal of Finance, 40(1), 225-239 la ip Castleberry, Stephen B., & David Shepherd (1993) Effective Interpersonal Listening and an lu Personal Selling Journal of Personal Selling & Sales Management, 35-49 Churchill, G.A Jr, Ford, N.M., Hartley, S.W and Walker, O.C Jr (1985), The n va determinants of salespersonperformance: a meta-analysis, Journal of Marketing m ll fu Research, Vol 22, May, pp 103-18 n oi Choudhuri, P S (September, 2013) Study on the identification of the role of different tz influencers in selection of life insurance product with special reference to the Life Corporation of India in Burdwan, Asian Journal of Research in Social Sciences and z vb Humanities, Vol 3, No 9, 17-22 ht Clow, K F &Vorhies, D W (1993) Building a Competitive Advantage for Service k jm Firms Journal of Services Marketing, 7(1), 22-32 gm Comer Lucette, & Drollinger Tanya (1999) Active Empathetic Listening and Selling om p 15-30 l.c Success: A Conceptual Framework Journal of Personal Selling & Sales Management, an Lu Crosby, L A & Cowles, D (1986) Life Insurance Agents as Financial Planners: A Matter of Role Consensus Journal of Professional Services Marketing, (Spring), 69- y te th Disposition?” Journal of Marketing re Jacoby, Jacob, Carol K Berning and Thomas F Dietvorst (1977), “What about n DiGaetani, John L (1980), the business of listening, business horizons 23 va 89.Jha, R N (October, 1999) “Obsession with Death”, The Economic Times (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam 49 to Jane Z Soljka, & Dawn Deeter-Schmelz (2002) Enhancing the emotional intelligence of tn gh salesperson Mid-American Journal of Business p ie Joan van Aken, Hans Berends and Hans van der BiJ (2012), Problem solving in organizations, Cambridge University Press, 2nd Edition w n Hoyer,W.D.,andBrown,S.P (1990), Effects of Brand Awareness on Choice for a ad lo Common, Repeat Purchase Product, Journal of Consumer Research th Henning, D.G (1992), beyond the real aloud: learning to read through listening and yj uy reflect on literature, Bloomington, IN: phi Delta Kappa la ip Keller, K L (2008), Strategic brand Management: Building, Measuring, And Managing an lu Brand Equity, 3rd edition, Prentice Hall McBane, Donald A (1995) Empathy and the salesperson: A multidimensional n va perspective Psychology and Marketing, 12 (July), 349-370 m ll fu Mayer, D and Greenberg, H.M (1964), "What makes a good salesman?", Harvard n oi Business Review, pp 119-25 tz Nedungadi(1990), Recall and consumer consideration sets: influencing choice without altering brand evaluation, Journal of consumer research z Nguyen Tien Hung, Ho Thuy Tien, Nguyen Tan Hoang, Vo Dinh Tri, Nguyen Thanh vb ht Nguyen Vu (2008), Nguyên lý thực hành bảo hiểm, NXB Tài Chính jm Owen D.W Hargie (1997), the hand book of communication skills, second edition, k gm Routledge New York l.c Parasuraman, A., V A Zeithaml, and L L Berry 1985 A conceptual model of service om quality and its implications (or future research Journal of Marketing 49, no 4: 41-50 an Lu Philling, Bruce K., & Eroglu, Sevo (1994) An empirical examination of the imoact of salesperson empathy and professionalism and merchandise salability on retail buyers’ re y te th Empathy Psychological Reports n Plank, Richard E., Ann P Minton, & David Reid (1996) A Short Measure of Perceived va evaluations The Journal of Personal Selling & Sales Management, 45-58 (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam 50 to Ramsey, Rosemary P., & Sohi Ravipreet S (1997) Listening to your customers: The tn gh impact of perceived salesperson listening behavior on relationship outcomes p ie Academy of Marketing Journal, 127-137 Rapisarda, B.A (2002) The impact of emotional intelligence on work team cohesiveness w n and performance International Journal of Organizational Analysis ad lo Rejda G.E (2008) Principles of Risk Management and Insurance Pearson Education th Inc, India, 40-50 yj uy Rich, M K., & Smith, D C (2000) Determining relationship skills of prospective la ip salesperson Journal of Business and Industrial Marketing an lu Richard, M D &Allaway, A W (1993) Service Quality Attributes and Choice Behaviour Journal of Services Marketing, 59-68 n va Rosemary P Ramsey and Ravipreet S Sohi (1997), listening to your customers: impact m ll fu of perceived salesperson listening behavior on relationship outcomes, Academy of n oi marketing science, Journal, Proquest central Marketing tz Roselius, T., 1971 Consumer rankings of risk reduction methods The Journal of z Rossiter and Percy(1987), Model, Brand attitude strategy quadrant, European institute for ht vb brand management jm Shepherd, C David, Stephen B., Castleberry, & Rick E Ridnour(1997) Linking k l.c Journal of Business and Industrial Marketing, 315-322 gm effective listening with salesperson performance: An exploratory investigation an Lu decisions to switch insurers”, Journal of Risk & Insurance, Vol 60 No om Shlesinger, H & Graf von der Shulenburg, J.M.G (1993) “Consumer information and Swan, J.E., Rink, D.R., Kiser, G.E and Martin, W.S (1984), "Industrial buyer image of th Zeithaml, V L, and M J Bitner 2003 Services marketing Boston: McGraw Hill y te John Wiley & Sons re Vaughan, E and T Vaughan (2008) Fundamentals of Risk and Insurance, 10th edition n Useem, J (2006) What's That Spell? TEAMWORK! Fortune magazine va the saleswoman",Journal of Marketing, Vol 48,pp 110-16 (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam 51 to Online references tn gh Adam Toporek (2014), Ways To Improve Your Team’s Product Knowledge Retrieved p ie November 5, 2015 from http://www.digitalistmag.com/customer-experience/5-ways- to-improve-your-teams-product-knowledge-01266160 w Baochinhphu (September, 2014), 17 doanh nghiệp bảo hiểm nhân thọ cấp phép hoạt n ad lo động Retrieved September 25, 2015, from http://baochinhphu.vn/Tra-loi-cong- th dan/17-doanh-nghiep-bao-hiem-nhan-tho-duoc-cap-phep-hoat-dong/208524.vgp yj uy Baohiem.ifo (2014), Giải pháp an toàn cho người mua bảo hiểm Retrieved November 18, la ip 2015 from http://baohiem.info/giai-phap-an-toan-cho-nguoi-mua-bao-hiem/ an lu Brian Tracy (n.d), effective public speaking Retrieved September 15, 2015 from http://www.briantracy.com/blog/personal-success/effective-communication-public- n va speaking-and-presentation-skills/ m ll fu Business dictionary (nd), Product knowledge Retrieved September 15, 2015 tz knowledge.html#ixzz3u5Ke67Gu n oi from http://www.businessdictionary.com/definition/product- Claire Gillis, Leyland Pitt, Matthew J Robson and Pierre Berthon (1998), z Communication in the salesperson/customer dyad: an empirical investigation, MCB ht vb UP Limited (MCB),Retrieved September 15, 2015, jm from http://search.proquest.com/docview/213152809/724BCBAC86E04544PQ/9?acc k gm ountid=63189\ om 2015 https://kh.dai-ichi-life.com.vn/web/guest/khao-sat l.c Dai-ichi Life Vietnam (nd), survey about customers satisfaction Retrieved September 15, an Lu Essays, UK (November 2013) What Makes A Successful Salesperson Retrieved September 18, 2015, from http://www.ukessays.com/essays/marketing/what-makes-a- n re y te th Farber, Barry J (1996), Who's training your sales force? Sale and marketing management journal Retrieved Jan 2, 2016, from http://search.proquest.com/docview/211846052/3D4C607F2AD54722PQ/1?accounti d=63189 va successful-salesperson.php?cref=1 (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam 52 to Hamid Rafiq Khattak, Sara Yaqoob, Rabia Basri (nd), Communication skills module tn gh Retrieved November 20, 2015, from p ie http://www.hec.gov.pk/InsideHEC/Divisions/LearningInnovation/Documents/Learnin g%20Portal/NAHE/communication%20skills%20module.pdf w n Hanwha Life (nd), introduction, Retrieved June 25, 2015, from ad lo http://www.hanwhalife.com.vn/vn/entry/thong-tin-cong-ty.html th Hillmer, Steven and Kocabasoglu, Canan (2008), Using Qualitative Data to Learn About yj uy Customer Needs: Understanding Employer Desires When Designing an MBA la ip Program, The Quality Management Journal Retrieved October 20, 2015, from d=63189 an lu http://search.proquest.com/docview/213592717/1F4E1C82319C4EECPQ/1?accounti n va Hong Hai (10 April, 2015), finance insurance,Retrieved July 15, 2015, m ll fu from http://bizlive.vn/bao-hiem/5-ong-lon-bao- iem-nhan-tho-chiem-80-thi-phan-tai- n oi viet-nam-925895.html tz John Asher (2014), Effective Communication Skills For Salespeople, Retrieved August 23, 2015, from https://www.linkedin.com/pulse/20141029210054-1577837-5- z vb effective-communication-skills-for-salespeople ht Kim Lan (2014), thi phan baohiemnhantho Retrieved September 15, 2015, jm from http://tinnhanhchungkhoan.vn/bao-hiem/thi-phan-bao-hiem-nhan-tho-lech-so- k gm va-dao-ngoi-90115.html Retrieved October 25, 2015, from om l.c Lawrence Robinson, Jeanne Segal, and Melinda Smith (2015), Effective communication an th from http://work.chron.com/job-skills-financial-planner-1139.html y te Maria Christensen (nd), Demand Media Retrieved September 18, 2015, re knowledge-19370.html n November 5, 2015 from http://smallbusiness.chron.com/improve-employees-product- va Mark Applegate (nd), How to Improve Employees' Product Knowledge Retrieved Lu http://www.helpguide.org/articles/relationships/effective-communication.htm (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam 53 to Megumi Takahashi, Katsutoshi Tanaka, and Hitoshi Miyaoka (2006), Reliability and tn gh validity of communication skills questionnaire Retrieved October 15, 2015 from p ie http://onlinelibrary.wiley.com/doi/10.1111/j.1440-1819.2006.01488.x/pdf Maria Christensen (1997), Job Skills for a Financial Planner Retrieved October 18, w n 2015, from http://work.chron.com/job-skills-financial-planner-1139.html ad lo MSG (nd, Marketing Communications - Meaning and its Process Retrieved November th 20, 2015, from http://www.managementstudyguide.com/marketing- yj uy communications.htm la ip N.Thành (2013), Doi ten thuonghieu Retrieved September 15, 2015, an lu from http://www.baomoi.com/Korea-Life-Vietnam-doi-ten-thuong-hieu-thanhHanwha-Life-Vietnam/c/10123906.epi n va Neil Kokemuller, (nd), Marketing Communication Objectives Retrieved October 4, m ll fu 2015, from http://yourbusiness.azcentral.com/marketing-communication-objectives- n oi 2666.html tz NobleOak Life Ltd (2014), The “Life Insurance Gap” survey Retrieved September 18, 2015, http://www.nobleoak.com.au/wp-content/uploads/2014/06/NOL14- z vb PressRelease-The-BigDirectShift.pdf ht Optimal thinking (nd), Communication Skills Assessment Quiz Retrieved October 4, jm 2015, from https://www.optimalthinking.com/personal-optimization/communication- k Pierrette Desrosiers, M.Ps (1999), communication skills self-assessment l.c gm skills-assessment/ om http://pierrettedesrosiers.com/documents/QUEST_verbal_communication_JG_001.pdf Tool, Retrieved November 4, 2015, from http://www.entrepreneur.com/article/227176 y te th http://www.ehow.com/info_7898708_product-knowledge-training.html re Tara Duggan (nd), product knowledge training Retrieved November 17, 2015, from n from http://www.saylor.org/books va Saylor (nd) Business Communication for Success, Retrieved September 18, 2015, an Lu Robert L Shook and Barry Farber (2013), Why Teamwork Should Be Your No Sales (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam (Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam(Luận.văn).solutions.to.enhance.commucation.skills.of.financial.consultabts.with.customers.at.hanwha.life.insurance brach.office.in.buon.ma.thuot.city.(hanwha.life.buon.ma.thuot.hlb).dalak.province.vietnam