(LUẬN văn THẠC sĩ) solutions to evaluate training program for sale department in golden summer fashion company

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business SOLUTIONS TO EVALUATE TRAINING PROGRAM FOR SALE DEPARTMENT IN GOLDEN SUMMER FASHION COMPANY MASTER OF BUSINESS ADMINISTRATION Tran Lan Thanh – Mbus 5.2 Supervisors: Dr Nguyen Thi Nguyet Que Ho Chi Minh City – Year 2017 TIEU LUAN MOI download : skknchat@gmail.com Contents CHAPTER PROBLEM IDENTIFICATION 1.1 Company background 1.2 Background of problem 1.3 Problem Identification 14 1.3.1 Problem definition: 14 1.3.2 Justified Problem existence 15 1.3.3 Justified Problem important 15 1.3.4 Potential Causes 17 1.3.5 Causes Validation 17 CHAPTER ALTERNATIVE ANALYSIS 21 2.1 Alternative Solution 21 2.2 Solution comparison 27 CHAPTER ACTION PLAN 29 CHAPTER SUPPORTING INFORMATION 38 TIEU LUAN MOI download : skknchat@gmail.com CHAPTER 1.1 PROBLEM IDENTIFICATION Company background Golden Summer Fashion limited company (GSF) is established in 2003, specializes in retail market Golden Summer Fashion company is the authorized distributor of over 15 brands like bag, shoes in Vietnam market In 2003, Golden Summer Fashion company brand Furla bag from Italy to Vietnam, this is the first step of this retail company in growing path In 2007, GSF took the next step to bring Goex shoes from Italy to Vietnam 2014 witnessed strong growth of GSF when they opened ShooZ – multiple brand stores with over 13 brands In present, GSF own 26 stores over Vietnam with brands: Furla, Geox and group brand ShooZ For each brand, GSF focus on different potential customer While Furla bag and Geox shoes aim to customer in class B with price around 10million for bags and million for shoes, ShooZ aim to lower income but trendy customers with price around to million Name and address: Vietnamese full name: Công ty TNHH Thời Trang Hạ Vàng English name: Golden Summer Fashion Company Address: Website: giaybiettho.com Havang.com ShooZ.vn Staff: around 300 employees GSF has to face with a lot of competitors in retail sector like Hoang Phuc international company, Maison Company, ACFC As GSF, all retailer in fashion sector in Vietnam not focus on just one segment of consumers, they diversifies the product line to aim to premium and casual as well TIEU LUAN MOI download : skknchat@gmail.com Asia Pacific footwear retail market Vietnam is one of Asia Pacific countries – the attractive retail market, especially footwear retail market Dự báo thị trường giày dép giới giai đoạn 2011 - 20181 said that total sales world’s footwear industry in 2011 reached $185.211 million, in 2012 reaches $188.360 million and is expected to reach $211.540 million by 2018 Asia Pacific accounted for the largest proportion and forecast continued standing leadership position in revenue from now to 2018 In terms of geographical regions, Dự báo thị trường giày dép giới giai đoạn 2011 20182 suggested that Asia Pacific accounted for the largest share on the world footwear market with annual growth rates expected in the period from 2011 to $ 78.360 million and forecast to reach about $90.644 million in 2018 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company Vietnam retail market Vietnam is at 11th spot in the Global Retail Development Index (GRDI) ranking from Vietnam Retail Market Ranked 11th by AT Kearney3 and has been among top 30 fastest emerging global retail market since 2008 Besides that, Vietnam has low market saturation and has highest GDP growth in Southeast Asian countries in the GRDI GDP growth (annual %)4 from World Bank showed that Vietnam GDP has grown 5.2% annually since 2013 and has reach 1684.866 USD in 2015 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company VietNam GDP In decade from, vietNam has intersting retail growth with over 3% growth from 2008 to 2013 and more than 6% for the next years Vietnam retail will become potentail market to invest in this time Forecast for Vietnam’s retail sales growth from 2008 to 2018, by volume5 Besides, Ryan6- CEO Nielsen Vietnam said that consumers have ability to self-eliance in purchasing since the explosion of the middle class is increasing strongly in Asia in general and in Vietnam in particular In 2020, the middle class in Vietnam will triple the current number and reach 33 million people The family in Vietnam is not much more extended family and the young generations are independently sooner This trend brings the result that people will purchase for themselves rather than for family as the years ago Information above shows that Vietnam is the attractive retails market with rising consumer demand in retail, especially in footwear market Vietnam GDP has been rising gradually in this decade and this country is in top 30 fastest emerging global retail market since TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company 2008 With favorable external conditions, GSF has great chance in retail market and in particularly in footwear market The changes in Vietnam family structure and customer behavior will brings the result that the young generation will have more chance to make decision by themselves more Therefore, ShooZ – multiple brand of GSF will have more favorable conditions since ShooZ focus on young and native generation Vietnam seem to be fertile land for retail sectors However, it brings to GSF both opportunities and threats Opportunities GSF- one of fashion retail companies in Vietnam – potential market has a lot of opportunities First of all, Vietnam market attract a lot of department store operator as Parkson, Aeon Mall, Vincom, Lotte, Takashimaya They open many ranges shopping central from South to North of Vietnam and provide space for many brands in general and fashion brands in particular GFS not meet too much challenges to find the location to open new store with reasonable cost Because of having many stores as food and beverage, fashion, coffee shop, entertainment space, shopping center always have their own traffic Revenue in shopping centre, GSF has advantage to driving customers to their stores Secondly, from information above Vietnam become potential market for retail with increasing in middle class customers Through forecast of retail sale, GSF has good chance in this sector with retail sale volume growth increase every year Threats Vietnam market open good chance for GFS and brings threats also Potential market for retailer attracts a lot of investors who are competitors of GSF If Vietnam market brings favorable to GSF, it also share this chance for all members in this sectors TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company When I and my Operation Supervisor collect the feedback from staff about their feeling about after one class, I received a lot of good and bad feedback as well A lot of them said that in some class they feel overload when they need to learn a lot in one class At beginning of class, they are more fresh to receive a lot but after hours they seem to be exhausted with a lot knowledge You know, we have around 15 brands, and in class about information of brands which my staff feel difficult to learn, one class I think will be not enough to go more details For more about content in training program of company, I think we are on the way to building good content by diversity more content Not only focus on knowledge around brands, sale system in store, we expand the content to how to make up, sale skill, mix and match skill I think it is good How about training timeline, you think that training timeline has problem? I think it small issue, when we have new staff I think HR department need to arrange a class to training to them the basic knowledge However, one or two candidates in one class, we feel that will be waste time cause it will be take a haft day for each class That why sometimes there will be the over-3-month sale staff does not join any class But I think if we have completed training material it will be better You know that, we can use it for Hanoi for Nha Trang, the shop leader can use it to train member Our staff can be reminded anytime How about another issue in training? A lot of training issue I want to mention We not have any test or examination to test what the staff learn from training and how much they use it in the real case All we have to evaluation is I and my supervisor come to store ask our staff, and observation In some case with need skill to solve problem, my staff usually confuse, I think they should improve some skills However, we can come to stores everyday to observation all staff to have the good evaluation 51 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company Besides, my staff feedback that when they join in some class as back ground company, historical of brand, we have over 15 brands, you know, it’s a huge knowledge they need to remember They are sale staff they can get the limited information one time They feel over learning, and they said that they feel boring when the trainer keep talking and talking, they want more activities, game or something like that What you think about solution of these problem? I think a lot - I think we need to discuss to give the content in detail to each class, may be with the huge knowledge in one subject we will separate class to reduce the pressure on sale staff You know after training they need to comeback shop to start their shift We have to arrange time to them to join in training class and have to make sure that we have enough staff in stores - More activity in class like game, visual game I think will be easier to remember, and we need gift after activities to encourage staff to join, that way will make class less boring and staff will remember more - Test after class to know what they learn and what they remember How can you evaluate the result of training? I come to stores and observation , asking them, and evaluate them through their performance Director told me that there is an agency will run the secret test to staff by come to stores as customer and ask them many things, check they way they answer their attitude I think it’s worth to try, but when I feel more confident in my staff I think they need to get more skill and remember more about what they sell: key message, etc 52 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company Interview Transcript Sale Staff (1st) What you think about sale skill through training? - Shop leader: actually, I have never join in an official training class to show me how to take a sale skills Just sometimes in meeting of shop leader, OM will share to us how to have good sale skills - Sale staff: Shop leader will train to me how to convince customers I never join in this skill training in company You work under multi brands shop, how you know all product knowledge? - Shop leader: I have joined in training class, and Marketing team will talk about product knowledge of each brand I think a have enough knowledge about product - Sale staff: I just come to training class about product sometimes, all knowledge is shop leader training to me However, with some new brands, I not have information How you remember function, key message, slogan, which make your brand unique of each brand? - Shop leader: actually, our brand unique because they are trendy, colorful, affordable price, suitable with young people Some brand will good for health like Fitflop , HBB - Sale staff: Customer will choose beautiful and trendy product Could you please tell me all function and slogan, key message of each brand? - Shop leader: just some brand but not all I can give you function of some hero brands in our shop, but not all And key message, I not heard about before - Sale staff: there are a lot of brand so I just give customer about which is suit their outfit, feeling when they wear, about function and key message, I not know all How you know what make customer satisfied? - Shop leader, sale staff: when they can choose beautiful product and has good feeling when wearing 53 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company Do you tell all the function of product when customer concern to buy? - Shop leader: I will tell them, but some product beside the beauty they not has special function - Sale staff: I am sorry but some products are hard to sale, they is not convenient and high price How you know customer will buy which product? - Shop leader: after know about function, they may buy - Sale staff: They will buy good looking one Can you talk about company history from they just established? - Shop leader, staff: They have big brands Furla, Geox, ShooZ I not know much about history All your customer will know about your product when they visit your stores? - Shop leader: just some product they might want to buy, I will give them more information about function to convince them - Sale staff: not all, they just care about beauty and cheap product 54 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company Sale staff ( 2nd) Do you have join any training class? - Shop leader: yes, I - Shop member: Yes How you think about training class? -Shop leader: I think it is ok, some classes are attractive, some class is a little bit boring Sometimes we need to learn a half of a day, it is boring because we just sit down listening and writing all class - Shop member: Oh my god, we all have to join I have to join basic knowledge brands, it ‘s have many things t remember, I think the trainers not have enough time They keep speech all the time Sometimes they asked us but not too much, because it too long, I feel tired and cannot concentrate and then I feel asleep What you learn about training? -Shop leader: too much, I learned about sale skill, how to mix and match, that is important to convince customer, they will believe more in you if you can give them some idea We work in fashion so we need to know that We learn about the brand, I think that will be good because in ShooZ every brands have their own points, not only the beauty but also benefit like good for health, free beast,… Shop member: agree with him Do you think you can remember all of them? - Shop leader: honestly No, but I wrote down You know, it is a lot of things to know and when you not use it everday, you will forget Besides that there is a lot of difficult things to remember like the names But I think I cant remember the main points - Shop member: I just can remember something which I use everyday Sometimes, I need to ask the shop leader And sometimes he doesnot remember 55 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company How about schedule of training? - Shop leader: I donot know, when headquarter think there are something need to train they will send me email Some class I just receive email one or two time like skill class, fashion trend class I donot know when they have class again I think its nescessary - Shop member: I don’t know some brands which just arrived to Vietnam and come to our stores before training class about this opened, sometimes I donot know what I need to talk to customer About fashion trend and some class I missed, I not hear about when it open again Schedule of training , I mean which class you will join since you work in company? - Shop leader: there are basic class you will learn about sale skill, brand knowledge, company history Besides , we have advance class for old member but I donot know when it open - Shop member: the first month I worked here, my shop leader trained me Until the 3rd month I had chance to joined in class What you want from training class? - Shop leader: more attractive, more gift, oh, I think they should send to us some basic knowledge I will give to my member to learn, sometime we donot remember all knowledge I suggested to OM already, we think they should give us notebook about that - Shop member: yes, last time, when someone come and ask me about something some knowledge, I not remember I learned about that but they told me I was in this training class I have no idea And I think in class should have reward to the best of training the big gift I will have more motivation to join 56 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company Operation Manager – Sale Manager ( The Evaluation Training Interview) As we discuss sometimes before, you said that training program of Golden Fashion Company has a lot of problems, one of this is lacking of training evaluation In your case, which is lack of training evaluation? - Honestly, our training process are built and I think this mission has been not completed Since the demands that sale staff need to be equipped sale skill and brand knowledge, complain resolution, we need to arrange training session However, we not have time to have perfect evaluation What you think when we should evaluate training program? - We should have many ways to know if the training program work or not First of all I think we should have the test after each session By this way, we will know if the trainee can understand what they learn and how many percentage they can remember after each training session In this test, which questions should be have? - I think this test should be simple, challenge sale staff is not necessary I think we just focus on which is taught in this session and ask them exactly For example, if in this section aim to train staff about sale skill, the test will be designed with the questions around which were mentioned For sale staff, we not need to ask the questions in high level Huong said that after discuss with training team, for each session they should have specific test However I think, if they have wrong answer, may be it not about their ability If there are a lot of wrong answer in one question it may be the sign of problem come from the trainer or the way they transfer information Besides this after training session, you think we have another test? - After each session, sometimes I received feed back from staff that they feel asleep because of the way the trainer taught them, very boring I think it will be good if we listen and collect their feedback to improve training method 57 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company (LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company(LUAN.van.THAC.si).solutions.to.evaluate.training.program.for.sale.department.in.golden.summer.fashion.company