(Luận văn) how to enhance communication skills of salespeople at curewel international company in viet nam

  i   UNIVERSITY OF ECONOMICS HO CHI MINH CITY to tn gh International School of Business p ie - w n ad lo NGUYEN HA HOANG OANH th yj la ip uy an lu HOW TO ENHANCE COMMUNICATION n va SKILLS OF SALESPEOPLE AT CUREWEL m ll fu INTERNATIONAL COMPANY n oi tz IN VIET NAM z ht vb ID: 22130053 k jm an Lu SUPERVISOR: DR TRAN HA MINH QUAN om l.c gm MASTER OF BUSINESS ADMINISTRATION n va re y te th Ho Chi Minh City – Year 2016 ii     to tn gh p ie w n 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   i   ACKNOWLEDGEMENT to tn First of all, I would like to express my sincere gratitude to my supervisor, Dr Tran Ha gh p ie Minh Quan, for his professional guidance, positive encouragements and helpful guidance during the time of doing my thesis w n ad lo Further, I would like to thank all the members of the committee, who gave the helpful th comments for me to complete the thesis in the right direction yj ip uy My sincere thanks are also given to all of the professors at International Business my master course an lu la School – University of Economics Ho Chi Minh City for their teaching and guidance during n va In addition, I would like to say thanks to all the board of director, staffs and customers m ll fu of Curewel International Company Limited, who provided documents, answered the n oi questionnaires and gave the feedback for completing this thesis tz Finally, my deepest gratitude goes to my classmates in MBUS 4.2 and my family for z ht vb their support and encouragement so that I can complete this thesis k jm om l.c gm an Lu n va re y te th   ii   EXECUTIVE SUMMARY to tn Curewel International (Vietnam) Co., Ltd in Vietnam (CIV) established in 2004 and is gh p ie one of eight subsidiary companies of Curewel International Group CIV represents for many manufacturers from many countries and delivers healthcare products from four segments w n ad lo such as Pharmaceutical, Orthopedic, Dentals and Pharma-Cosmetic to customers In th Orthopedic, Dentals and Pharma-Cosmetic, the customers are the distributing companies yj an lu la whole of Vietnam ip uy while in pharmaceutical, the customers are the hospitals, clinics and pharmacy shops in The main channel of CIV is to approach such customers by introducing and selling n va products directly through the sales force So far, CIV mainly bases on the brand name of the m ll fu manufacturers or the quality of product to push the business in local The segments of n oi Orthopedic, Dentals and Pharma-Cosmetic are developing sustainably, but the developing tz rate of Pharmaceuticals is reducing recently Nevertheless, in recent years, sales revenue has z ht vb been decreased; sales time for completing any business is longer comparing previously; jm number of exploited customers dropped down and the rate of new customers is less k gm increasing which having influence on the sales revenue of the foreign manufacturers to l.c om Curewel International in general and CIV in particular Withdrawn from the failed business n va poor communication skills an Lu and feedback from customers and sales force, we recognized that sales force of CIV have Because CIV’s concentration is in B2B, so almost business of CIV is through the sales force, th at communication skills of their salespersons to the customers, comparing with competitors y te bad symptoms After researching the real situation at CIV, we found that CIV had a problem re The purpose of this thesis is to find out the roof of problem that make CIV have those (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   iii   but the sales force when approached new customers or take care of old customers, they to tn either not convey sufficient products’ information to customers, or listen to the customers gh p ie properly, or understand the customers, or build CIV brand awareness to customers to persuade customers to buy products through their communication skill w n ad lo To solve problem of low communication skills of sales force of CIV, researcher th discussed in-depth with the Board of Directors and found three alternative solutions: yj ip uy Training, Teamwork, and Dismissal & Recruitment to solve the problem Comparing these an lu la three solutions each other, we found that training brings more benefit and less time and cost than the two remained solutions, so we selected training as a best solution for the problem It n va takes two and half months for this solution The Admin-Sales Department will take one m ll fu week for preparing documents for training information about CIV including introduction n oi tz about CIV in general, products categories of CIV, the partners of CIV, the role as well as the high responsibility of CIV to sales people The Board of Directors and Products Directors z vb will be responsible for training products knowledge like types of products, dosage, ht jm indication, contraindication, side effects, products category and training skill of listening, k gm understanding, empathy customers and training behavior for the sales force in one month l.c om and three weeks Also, the company will invite the expertize trainers to equip solid an Lu foundation in effective communication for sales force in the aim of branding for CIV in two re business effectively n va weeks Training programs will apply on sales force in 2017 to enable CIV to increase y te th (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   iv   TABLE OF CONTENTS to tn ACKNOWLEDGEMENT i   gh EXECUTIVE SUMMARY ii   p ie TABLE OF CONTENTS iv   LIST OF TABLES AND FIGURES vi   w n LIST OF ABBREVIATION .vii   ad lo CHAPTER 1: PROBLEM IDENTIFICATION   th 1.1 Company background   yj an lu la ip uy 1.2 Background of problem   1.2.1 Symptoms   1.2.2 Possible problems   n va 1.3 Problem justification 14   1.3.1 Problem definition 14   1.3.2 Justify the existence of the central problem 15   1.3.3 Justify the importance of the problem 17   m ll fu 1.4 Potential causes of the problem 18   n oi 1.5 Causes validation 20   tz CHAPTER 2: ALTERNATIVE SOLUTION ANALYSIS 22   z 2.1 Alternative Solutions 22   2.1.1 Training 22   2.1.2 Teamwork 24   2.1.3 Dismissal and recruitment 24   ht vb k jm gm 2.2 Solution comparison 24   l.c 2.3 Select the best solution 27   om CHAPTER 3: ACTION PLAN 29   an Lu 3.1 Business goals 29   3.2 Objectives 29   va n 3.3 Cost and benefit of three alternative solutions 29   Table 4.2 Interview sales people to identify the most important causes of the problem 32   Table 4.3 Interview sales people to identify the most important causes of the problem 33   th Table 4.1 Interview sales people to identify the most important causes of the problem 31   y te CHAPTER 4: SUPPORTING INFORMATION 31   re 3.4 Detailed implementation plan 29   (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   v   Table 4.4 Interview sales people to identify the most important causes of the problem 35   to tn Table 4.5 Interview customers to identify the most important causes of the problem 36   gh Table 4.6 Interview customers to identify the most important causes of the problem 37   p ie Table 4.7 Interview customers to identify the most important causes of the problem 39   Table 4.8 Interview customers to identify the most important causes of the problem 40   w n APPENDIX 48   ad lo th Appendix A Survey questionnaire: Interview pharmaceutical salespersons of CIV to find out symptoms 48   yj Appendix B Survey questionnaire: Interview pharmaceutical customers to find out possible problems 49   ip uy an lu la Appendix C Survey questionnaire: Interview pharmaceutical customers to identify the existing of problem 51   n va Appendix D Survey questionnaire: Interview sales people of CIV to identify main causes of problem 52   m ll fu Appendix E Survey questionnaire: Interview pharmaceutical customers to identify main causes of problem 53   tz n oi Appendix F Survey questionnaire: Interview board managers to select the best solution for the problem and detailed implementation plan 54   Appendix G Customers’ assessing about communication skill of CIV’s sales people 55   z ht vb k jm om l.c gm an Lu n va re y te th (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   48   APPENDIX to tn Appendix A Survey questionnaire: Interview pharmaceutical salespersons of CIV to gh p ie find out symptoms  How long have you worked for CIV? w n ad lo  If you have worked since 2013 or before that, please answer the next questions If not, th please stop here yj ip uy How much sales revenue did you achieve in year 2013, 2014, 2015, 2016? an lu la Did your sales revenue increase or decrease over the year 2013, 2014, 2015, 2016? What product category does your customer deal with? n va How many customers did you manage in each year 2013, 2014, 2015, 2016? m ll fu Is your exploited customer number changed over the years 2013 to 2016 or kept same? n oi tz How many new customers could you find in each year 2013, 2014, 2015, 2016? What you to contact your clients and how you convince them to buy products? z ht vb Thank you very much for your contribution! k jm om l.c gm an Lu n va re y te th (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   49   to Appendix B Survey questionnaire: Interview pharmaceutical customers to find out possible problems tn gh  What is your company name? What is your position in company? p ie  Which product category does your company deal with? w  When the salesperson first met you, what did they communicate about? n ad lo a Product th yj b Price uy la ip c Other information an lu  Did the salesperson compare CIV’s products with competitors’ products? n va  What you think about the communication skill of the salesperson? Did the salesperson m ll fu clarify all your queries? Tell me what queries you still not get clarified? tz n oi  How much time in average did the salesperson take to complete the deal with you? What you think about closing deal skill of salesperson of CIV? z  How much time in average did the salesperson convince you to buy new product of CIV? vb ht  What you think about negotiation skill of CIV’s salesperson? jm k  Is there any information about product or price conflict between the salesperson and om l.c gm manager you ever faced? 10   What difficulty you faced when the license of pharmaceutical products expired? re y te th b RV Life n a Curewel International Vietnam va 13   Which following company that you bought product from? an 12   Did you have any difficulty with the time of renewal/new registration process? Lu 11   What did you when the license of pharmaceutical products expired? (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   50   c Oval Import Export to tn d Other company (name it) …… gh p ie 14   Besides the salesperson of CIV, whose other following companies met you? a Curewel International Vietnam w n b RV Life ad lo th c Oval Import Export yj uy d Salesperson from other company: la ip 15   When you think of buying new pharmaceutical products in antibiotic/anti ulcerants an lu category, what brand of supplier come to your mind? Why? n va Thank you very much for your contribution! 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).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   51   Appendix C Survey questionnaire: Interview pharmaceutical customers to identify the to tn existing of problem gh Please answer following questions about by cycle the appropriated answer about CIV’s p ie sales people (with for totally disagree, for disagree, – slightly agree, – neutral, – slightly agree, agree, totally agree) w n ad lo CIV’s sales th people CIV’s sales people ask the best questions to invite the best 1234567 answers from you to understand your need n oi CIV’s sales people ask for clarification of whatever they don't 1234567 tz fully understand about your need of pharmaceutical product CIV’s sales people ask the best questions to invite the best z 1234567 ht answers from you to find your problem vb jm CIV’s sales people encourage you to talk about your problem you Thank you for your contribution! 1234567 th blame and make excuses about product y te CIV’s sales people deal optimally when you complain, criticize, 1234567 re 11 CIV’s sales people discover what is in the best interest of you n 10 va new license of products to replace the expired licenses 1234567 an renewal of expired products license in time or could not arrange Lu om CIV’s sales people apologize you because they could not handle 1234567 l.c CIV’s sales people consult you with appropriated product 1234567 gm faced in your pharma business k 1234567 m ll fu CIV’s sales people treat you respectfully n va 1234567 you an lu CIV’s sales people keep eye contact throughout conversation with la 1234567 ip CIV’s sales people give full attention when they talk to you uy yj (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   52   to Appendix D Survey questionnaire: Interview sales people of CIV to identify main causes of problem tn gh   How long have you worked for the company? p ie   Was your sales revenue increased or decreased over the years from 2013 to 2016? w Tell me about pharmaceutical products that are being provided by CIV n ad lo a How many pharmaceutical products are being provided by CIV? th yj b How many pharmaceutical product categories CIV is dealing with? uy la ip c Did you explain well to your customers about indication of products? an lu d Did you explain well to your customers about dosage of products? n va e Did you explain well to your customers about contraindications? m ll fu f Did you explain well to your customers about side effects? n oi g Did you talk to your customers clearly about price? tz How did you compare CIV’s products with competitors’ products (such as RV Life, Oval z and other competitors) while introducing products? vb ht Were you enthusiasm in explaining your customer’s queries? l.c gm Did you listen to your customers while talking? k jm How is level of your understanding about your customers’ need? om What did you to contact with your customers and how did you convince them to buy product? an Lu Thank you very much for your contribution! n va re y te th (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   53   Appendix E Survey questionnaire: Interview pharmaceutical customers to identify to tn main causes of problem gh p ie  What is your company name?  What is your position in company? w n ad lo Tell me how the CIV’s sales people talk about CIV’s pharmaceutical products? th a How many pharmaceutical products are being provided by CIV? yj ip uy b How many pharmaceutical product categories CIV is dealing with? an lu la c Did sales people explain well to you about indication of products? d Did sales people explain well to you about dosage of products? n va e Did sales people explain well to you about contraindications? m ll fu f Did sales people explain well to you about side effects? n oi tz g Did sales people talk to you clearly about price? How did the CIV’s sales people compares CIV’s products with competitor’s product z vb (such as RV Life, Oval and other competitors) while introducing products? ht jm Were CIV’s sales people enthusiasm in explaining your queries? k om l.c Did CIV’s sales people listen to you while talking? gm How is level of CIV’s sales people understanding about your need? n re Thank you for your contribution! va product? an Lu What did CIV’s sales people to contact with you and how did they convince you to buy y te th (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam   54   Appendix F Survey questionnaire: Interview board managers to select the best to tn solution for the problem and detailed implementation plan gh p ie We all know communication skills about information of CIV’s sales people is the main problem at CIV right now and the causes of this problem is lack of product knowledge w n ad lo Training will enhance knowledge of product, you agree? How can communication skill th of the sales people be enhanced after training implementation? What are the disadvantages yj ip uy and advantages of training? How can CIV implement the solution? How much does it cost? an lu la What are the benefits in term of dollar and non-dollar values of this solution? Are there any constraints for CIV to implement this solution? n va Additonally, CIV also need to conduct teamwork for their sales people, which help m ll fu improve knowledge of product Do you agree? Why you think so? How can n oi tz communication skill be developed after solution implementation? What are the disadvantages and advantages teamwork? How can CIV implement the solution? How much z vb does it cost? What are the benefits in term of dollar and non-dollar values of this solution? ht k jm Are there any constraints for CIV to implement this solution? gm CIV can also dismiss old sales people and recruit the new ones to enhance communication l.c om skill of sales people staffs Do you agree? Why you think so? How is communication an Lu skill enhanced? What are the disadvantages and advantages of dismissal and recruitment? n va How can CIV implement the solution? How much does it cost? What are the benefits in term Thank you for your contribution! th Would we make the detail plan for each solution together? y te implement this solution? re of dollar and non-dollar values of this solution? Are there any constraints for CIV to (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam (Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam(Luận.văn).how.to.enhance.communication.skills.of.salespeople.at.curewel.international.company.in.viet.nam