USING ENGLISH IN CONSULTING AND SELLING TOURS TO CUSTOMERS AT CENTRAL TOURIST SERVICE CO ,LTD

MINISTRY OF INDUSTRY AND TRADE COLLEGE OF COMMERCE DEPARTMENT OF ENGLISH INTERNSHIP REPORT USING ENGLISH IN CONSULTING AND SELLING TOURS TO CUSTOMERS AT CENTRAL TOURIST SERVICE CO ,LTD Supervisor in t.

COLLEGE OF COMMERCE DEPARTMENT OF ENGLISH -

INTERNSHIP REPORT USING ENGLISH IN CONSULTING AND SELLING TOURS TO CUSTOMERS AT CENTRAL TOURIST SERVICE CO.,LTD

Supervisor in the college : M.A LE NGUYEN KIM OANH Supervisor at the corporate : NGUYEN ANH TUAN

Da Nang, April 2022

- To complete this practice report, I would like to express my sincere and profound thanks

to the teachers of the College of Commerce, especially the teachers in the department ofEnglish who equipped me with knowledge throughout the learning process

- I would like to send teacher Le Nguyen Kim Oanh for enthusiastically instructing andguiding us to complete this practice report with the deepest thanks Besides, I would like

to work and gain experience during the past training

- Due to limited knowledge, in the process of practice, completing this thesis, it’s hard to

improve my knowledge

Sincerely,

LIST OF FIGURES

Picture 1: Logo of the Central Tourist Service Co.,Ltd 3

Figure 2.1.3: Organizational chart of the apparatus 4

Picture 2: Daily tour in Da Nang 8

Picture 3: Tour price list of Mien Trung Tourist 9

Picture 4: Advertising through Facebook post 10

LIST OF TABLES

Tables 1: Business results of the company (2017-2021) 5

LIST OF CONTENT

ACKNOWLEDGMENTS

LIST OF TABLE i

LIST OF FIGURES ii

LIST OF CONTENTS iii

CHAPTER I: OVERVIEW IN SALES TOUR SERVICES 1

1.1 Theoretical background 1

1.1.1 Overview of customers 1

1.1.2 Overview of sales activites 2

1.2 Internship’s objectives 2

1.2.1 Using English in consulting tours for customers 2

1.2.2 Using English in attracting customers to promote sales tour 2

CHAPTER II: USING ENGLISH IN CONSULTING AND SELLING TOURS TO CUSTOMERS AT CENTRAL TOURIST SERVICE CO.,LTD 3

2.1 Overview of company 3

2.1.1 History and development of company 3

2.1.2 Company missions and visions 4

2.1.3 Organizational structure of the company’s management apparatus 4

2.1.4 Filesd of activities of the company 5

2.1.5 Business results of the company (2017-2021) 5

2.2 Using Eglish in consulting and tours to customers at Central Tourist Services Co.,Ltd 6

2.2.1 Using English in consulting tours for customers 6

2.2.2 Using English in attracting customers to promote sales tour 9

2.3 Overall assessment of consulting and services at the company 12

2.3.1 Results achieved 12

2.3.2 Limitations and reasons 12

CHAPTER III: PERSONAL EXPERIENCE ACQUIRED THROUGH INTERSHIP 14

3.1 Similarities and differences between theory and practice 14

3.1.1 Similarites 14

3.1.2 Differences 14

3.2 Personal experience acquired through internship 14

3.2.1 Knowledge 14

3.2.2 Soft skills 14

3.3 Suggestions for Sales department and the College of Commerce 15

3.3.1 Suggestions for Sales department at Central Tourist Service Co.,Ltd 15

3.3.2 Suggestions to College of Commerce 15

INCLUSION

REFERENCE

CHAPTER I: OVERVIEW IN SALES TOUR SERVICES

b) Classification of customers

- Under 30 years old: this is a group of people who can easily benefit from buying andselling products and services of businesses Because most of this targets groups includeyoung people who like to experiment, the requirements for products/services are not easy

to meet And this group will use popular products (new images, stable prices ) becausethe family's finances are still partly dependent

- 30-50 years old: this is the group that is most interesting in the age groups because thisgroups of customers has financial knowledge, they will only focus on really necessaryproducts/services, product prices; product quality and accompanying care services This isthe age group that brings a lot of revenue to businesses due to the high demand forproducts

- Age 50 and older: this is a group of customers who can be said to be quite difficult tobuy and sell because this group uses products that are quite selective We need to makeplans to go straight into the psychology of this age group, they will be more important toproduct quality

c) Role of customers

- Customers are the ones who hold the key to the success of the business and are also the

"sharp knife" that makes the business face "death" in the business market

- Customers do not depend on us, we are the ones who depend on them Becausecustomers have the right to choose the services of any business

- If customers are not satisfied with the product or service quality of the business, theyhave the right to choose any customer business to meet their needs

1.1.2 Overview of sales activities

a) Concept of sales

Selling is the exchange between a seller and a buyer about a product or service Inwhich, sales staff will learn about consumer needs and behavior and try to meet theirneeds as much as possible At the same time, build a long-term, mutually beneficialcooperation relationship between businesses and customers

b) Meaning of selling

The sales process can be divided into several stages, from finding customers,consulting customers, and selling products and services Sales results are the mostimportant part of a business's business results Sales activities are the conditions that helpbusinesses survive and develop and stand firming in the market

c) Factors affecting sales

In today's fierce competition, selling goods becomes increasingly difficult One of all:

- Environment: The Covid-19 epidemic has greatly affected the domestic and foreigntourism industry In addition, bad weather also affects customers' travel

- Supply and demand: More and more travel companies are opening, leading toincreasingly fierce competition for customers

- Prestige: Currently, there are many fake parts of travel agencies to defraud customers,appropriate property, making the reputation of travel companies become shaky

Therefore, in order for customers to trust, the service quality of the business must begood, the sales staff must have experience, grasp the psychology of consulting forcustomers

1.2 Internship’s objectives

1.2.1 Using English in consulting tours for customers

1.2.2 Using English in attracting customers to promote sales tour

CHAPTER II: USING ENGLISH IN CONSULTING AND SELLING TOURS

TO CUSTOMERS AT CENTRAL TOURIST SERVICE CO.,LTD

2.1 Overview of company

2.1.1 History and development of company

a) History of company

- Business name: Central Tourist Service Co.,Ltd

- Common name: Mien Trung Tourist

- Representative: NGUYEN ANH TUAN

b) Development process

Central Tourist Service Co., Ltd is a small company with headquartered in Da Nang ,established on June 6, 2017 Up to now, it has been operating in the field of tourism formore than 5 years.Through the development process, the company has accumulated a lot

of valuable experiences as well as a team of human and material resources ready to meetthe needs

In 2022, officially return and expand to other areas, improve service quality, satisfycustomers, also try to reposition in the service market The goal is to become a reputablecompany, known and chosen by many people

2.1.2 Company missions and visions

a) Missions

- Our main mission is to satisfy customers, help customers enjoy travel, fun and comfort

By connecting with customers, reaching out, understanding their needs and advising them

on the services they need, ultimately selling the company's quality services to customers.b) Visions

- Based on past experiences and to fulfill those missions well, Mien Trung Tourist hasgiven the visions that they need to achieve that are:

+ Expand markets in other provinces

+ To better improve the service that the company provides

+ Build trust with customers

2.1.3 Organizational structure of the company’s management apparatus

a) Organizational chart of the apparatus

b) Company functional role each department and resources

DIRECTOR

ACCOUNTING DEPARTMENT DEPARTMENTTOUR GUIDE

OPERATION DEPARTMENT SALES

DEPARTMENT

• Director's Office: Manages, makes decisions, and is responsible for the company'sactivities.

travel programs, advertising company images, products, and selling travel programs

tracking and recording the costs of each tourist; controlling the output expenses for thetour; balancing between the cost level of the sales revenue and the cost level of theinvoice

• Tour guide department: Receiving the tour route from the operator; organizing theprogram of the travel trip; supervising the supply process with partners; handlingsituations that occur during the trip; acquiring customer feedback and reporting back

2.1.4 Field of activities of the company

2.1.5 Business results of the company (2017-2021)

Revenue 680.000.000 880.000.000 970.000.000 460.000.000

Profit 300.000.000 420.000.000 500.000.000 150.000.000

high, quickly becoming a prestigious company in Da Nang This is a reliable point inbooking quality tours at a reasonable cost, trusted and satisfied by customers However,because of the great impact of the Covid pandemic on domestic and foreign tourismactivities, the company's business activities from 2020-2021 will decrease significantly

2.2 Using English in consulting and selling tours to customers at Central Tourist Services Co.,Ltd

2.2.1 Using English in consulting tours for customers

Recently, the appearance of more and more travel companies leads to confusion inchoosing a tour Therefore, customers need the effective support of consultants to answertheir questions, help customers find the right tour, at a reasonable price

a) Using English in consulting customers on the phone

- Telephone communication is a popular form of communication, this is the fastest andmost convenient form of communication today This form of communication isconvenient in that you can sit in one place but can still make phone calls to talk to anyperson you want without having to meet face-to-face But because there is no need tomeet face to face, so communication by phone requires a lot of skills to how the other lineknows your attitude in that conversation? Here are some sentences to communicate withcustomers

* Useful English expressions for consulting customers on the phone

Tourist service Co.,Ltd Is that…/ Can I speak to you?

- Are you looking for a tour in …?/ Have you found a tour in … yet? Can Iassist/advise you?

babies under 2 year old?

on this vacation?

I will send a package tour for your reference and selection

and confirm via gmail

b) Using English in consulting customers through emails, messenger, zalo

With a busy life, customers don't have much time for calls Texting is useful when boththe sender and the receiver are not available for some reason In addition, the cost oftexting will be lower than calling Besides, it is easy to provide information and exchangemessages with customers Currently, there are many applications for messaging, such asMessenger, Zalo, and email

 Greeting customers

need is attached below

help?

this season

Prices will change if you don’t buy now

Picture 2: Daily tour in Da Nang

Picture 3: Tour price list of Mien Trung Tourist 2.2.2 Using English in attracting customers to promote sales tour

a) Find new customers

Using English to find out customers

- The market is large, but finding customers is not easy Don't just use one technique offinding leads forever Try different techniques until you find the one that works best, bothimprove your search and help you meet your sales goals We can recommend somecustomer search techniques such as:

+ Looking for customers via facebook: Social networking sites like Facebook, Zalo wherethere are many groups allow you to connect people who are interested in the same topic tojoin the common forum This is a place where you can talk about everything, all topics ofinterest to help you easily reach customers effectively You just need to find groups thatare interested in the product or field you are doing business to skillfully share usefulinformation with an enthusiastic attitude, this will definitely be a very good channel thatyou should not ignore Not only that, Facebook can also create a community of users ofproducts and services, helping the brand of the business to spread stronger

+ Phone number search: This way will help you quickly identify an audience that canbecome your customer through a short conversation To be effective in finding customers,however, you must have a good list of data.

- The customer plays an important role in the entire business process All businessactivities revolve around customers To close an order, it is necessary to go through manysteps:

 Some structures/expressions used in finding new customers through facebookchannel:

SUMMER PROMOTION

Inclusive tour Da Nang with 3 days 2 nights:

you interested during the hotel

the market, only 5.xxx.000 VND

b) Customers care

Customer care is all the services that you also provide to customers during their use ofyour services and products When a business wants to maintain a good number of itscustomers, they will often have good customer care services to satisfy all the needs ofcustomers when they use their services and that is also the way for customers to comeback and use more new products from a business

Taking care of customers is not only a job as before is to answer product questionswhen customers need it, but now customer care work also requires good thinking andcommunication to be able to create gain trust with customers and from there they willtrust us and use the products and services we provide to them Attracting new customers iswhat customer service is now and developing very quickly because according to the tastes

of today's customers, most of them approach a product or service when they havequestions answered quickly get help on promotion issues… they will feel satisfied andwill create business a large number of customers Creating competitiveness withcompetitors from developing a customer care team because nowadays, in addition toselling products, businesses are very focused on taking care of customers and directing

customers to themselves by taking care of customers 24/24 customer care to answer andsatisfy all their needs.

 Customer care sentences

serve you better, may I ask you if a particular part is of poor quality?

2.3 Overall assessment of consulting and selling services at the company

- Make a good impression in the minds of customers

- The company's reputation is maintained and growing

- With the current customer care policy, Mien Trung Tourist Company has established agood relationship with many large domestic and foreign customers

2.3.2 Limitations and reasons

- Due to the impact of the COVID epidemic, the tourism industry is still struggling torecover

- The company's facilities are still poor

- The competition in the tourism market is becoming more and more severe, almost allcompanies have the same level of service

- New staff still lack a lot of experience in finding customers, consulting and taking care

of customers

- The payment method has many obstacles Customers lack trust when transferring money

to strangers Currently, there are many people taking advantage of this to scam andappropriate property, leading to the reputation of tour companies in the country beingshaken

CHAPTER III: PERSONAL EXPERIENCE ACQUIRED THROUGH

INTERNSHIP

1 Similarities and differences between theory and practice

3.1.1 Similarities

Classify groups of customers according to age, inclination, needs,

Presentation and advice to clients (services including, excluding, cost, additional ) Searching for customers through communication channels and promotion to attractcustomers Standard process helps businesses attract new customers and retain oldcustomer, thereby increasing sales and expanding markets, promoting brands andincreasing competitiveness compared to competitors

3.1.2 Differences

In fact, the process of consulting sales for customers is more complicated than in theory.There are so many ways to convince customers that I haven't learned yet To be able tosell services, I have to learn about tourist destinations, policies, and prices myself.Knowing the practical knowledge will help me advise customers better The design of thetour program is simpler than the theory

3.2 Personal experience acquired through internship

3.2.1 Knowledge

- Know how to advise and persuade customers to buy tourism products in English

- Improve communication skills over the phone, capturing the psychology and needs ofcustomers

- Practice teamwork and problem solving skills

- Grasp customer information search skills

- Know how to design a tour program in English

- Know how to photoshop images

- Master skills in using information technology, office applications

3.2.2 Soft skills

- Learn communication skills with customers by phone, reply to messages via mess, zalo

- Learn skills to persuade customers, grasp customer psychology

- Learn patience skills with customers

3.3 Suggestions for sales department and the College of Commerce

3.3.1 Suggestions for sales department at Central tourist service Co.,Ltd

Research activities, policies, prices of competitors in the market Find out your strengthsand weaknesses to make your business more efficient Improve facilities and create the

most favorable conditions for employees in the process of finding and consulting withcustomers It is necessary to equip employees with the necessary knowledge tounderstand the information in the consulting and sales process.

3.3.2 Suggestions to the College of Commerce

The entry level is very different, so teachers need to have appropriate teaching methodsfor each subject Improve English practice skills at school, with special emphasis onlistening and speaking skills Practice pronunciation, correct mistakes for students Theschool should organize more extracurricular activities, dialogue with native speakers, hirenative teachers to teach English to create conditions for students to interact withforeigners

The school needs to have a deeper look at students to understand more difficulties andquestions that students encounter in the learning process at the school and to orientstudents after graduation to find suitable jobs

In the classroom, students need more practice:

After my internship at Central Tourist Service Co., Ltd, I feel very grateful to yourcompany for helping me enthusiastically in the past time I have learned a lot of practical,useful things for later, which I did not learn at school I have become much moreconfident in consulting and selling products, although there are still many shortcomings Besides, I thank the teachers of the College of Commerce who have helped me a lot in

my study process, helping me to gain knowledge Thank you Ms Le Nguyen Kim Oanhfor her enthusiastic support in the writing report

Da Nang, May 6 th 2022

Student

Nguyen Thi Thuy Kieu

1. Sites: www.thuvienso.cdtm.edu.vn

3. Ths Nguyen Thi Kim Uyen, (2019), Bài giảng Tiếng Anh thương mại 2,

trường

Cao đẳng Thương mại

Vì sự nghiệp giáo dục và đào tạo của ngành, của xã hội, kính mong quý đơn vị tạođiều kiện hỗ trợ sinh viên hoàn thành tốt nhiệm vụ.