Báo cáo thực tập tốt nghiệp đề tài kỹ năng giao tiếp bán hàng

ĐẠI HỌC ĐÀ NẴNG TRƯỜNG ĐẠI HỌC NGOẠI NGỮ KHOA TIẾNG ANH BÁO CÁO THỰC TẬP TỐT NGHIỆP Đề tài KỸ NĂNG GIAO TIẾP BÁN HÀNG Đà Nẵng Ngày 15 tháng 03 năm 2023 ACKNOWLEDGEMENT During the process study at the[.]

ĐẠI HỌC ĐÀ NẴNG - TRƯỜNG ĐẠI HỌC NGOẠI NGỮ

KHOA TIẾNG ANH

BÁO CÁO THỰC TẬP TỐT NGHIỆP

Đề tài:

KỸ NĂNG GIAO TIẾP BÁN HÀNG

Đà Nẵng

During the process study at the Da Nang University, I have learnt muchknowledge I would like to thank the Administration as well as all of teachers in the DaNang University, who taught a lot of useful knowledge for me Especially, I give thesincerely acknowledgement to the leading teacher who led and helped meenthusiastically

I am grateful to all the Lighting Vietnam Trade And Services Company Limited,

my special thanks Mr Tran Viet Hung for his support and guidance me throughoutinternship time

This report is the result of contribution from many people I again thank for theirhelp and I hope that the success of the report would be a valuable present for theirkindness

Cộng hòa xà hội chủ nghĩa Việt Nam

Độc lập-Tự do-Hạnh phúc

0o0 PHIẾU ĐÁNH GIÁ KẾT QUẢ THỰC TẬP

(Dùng cho cán bộ hướng dẫn thực tập)

Họ và tên cán bộ hướng dẫn thực tập: ……… Đơn vị thực tập: ……… Địa chỉ: ……… Điện thoại: ………Fax:

………

Email: ……… Website:………

Họ tên sinh viên thực tập: ………MSSV: ………… Lớp: ………Khoa Ngoại Ngữ Đại học Văn Lang

Thời gian thực tập : từ ngày /…… / 201… đến ngày ………./………./ 201…

1 Tinh thần kỷ luật, thái độ

1.1 Thực hiện nội quy của cơ quan

1.2 Chấp hành giờ giấc làm việc

1.3 Thái độ giao tiếp với CB CNV

1.4 Ý thức bảo vệ của công

1.5 Tích cực trong công việc

2 Khả năng chuyên môn, nghiệp vụ

2.1 Đáp ứng yệu cầu công việc

2.2 Tinh thần học hỏi, nâng cao trình độ chuyên môn

2.3 Có đề xuất, sang kiến, năng động trong công việc

3 Kết quả công tác

Điểm số trung

bình:

Ngày……….tháng……….năm 201…

TABLE OF CONTENTS

ACKNOWLEDGEMENT 2

DIAGRAMS 7

TABLE 7

CHAPTER 1 OVERVIEW OF LIGHTING VIETNAM TRADE AND SERVICES COMPANY LIMITED 1

1.1 History and development of Lighting Vietnam Trade And Services Company Limited 1

1.1.1 History of Lighting Vietnam Trade And Services Company Limited 1

1.1.2 The process of development 2

1.2 Functions, mission, structure 2

1.2.1 Functions 2

1.2.2 Missions 2

1.3 The company organization structure 3

1.3.1 Organizational structure 3

1.3.2 Functions and duties of department 3

II.SALES OPERATION AT LIGHTING VIETNAM TRADE AND SERVICES COMPANY LIMITED 5

2.1 Prepare for sale 5

2.2 Search and screening 5

2.3 Reach, and appointment setting 5

2.4 Introduction and presentation 6

2.5 Fix the comments or objection handling rejection, persuade customers 6

2.6 Unity, signed contract 6

2.7 Customer care 6

III.WORK ASSIGNMENT 7

3.1 Work assignments 7

I was assigned as customer care staff 7

3.2 Assigned job description 7

3.2.1 Get a list of customers from customer care staff 7

3.2.2 Call to customer 8

3.2.3.Note information 9

3.2.4 Return list for superior 9

CHAPTER 4 10

INTERNSHIP SUMMARY 10

4.1 New Skills Acquired and Skills Improved 10

4.2 Management techniques observed 10

4.3 Classroom skills employed 11

4.4 Problem encountered 12

4.5 Lesson learned 12

CHAPTER 5: EVALUATION 14

5.1 Self-evaluation and recommendations 14

5.2 Conclusion 15

Diagrams 1: Organizational structure of Lighting Vietnam trade and services companylimited 3

Diagrams2: Workflows practice 5

Diagrams 3: sales process of c 8

TABLE

Tabl 1: Customer list 6

CHAPTER 1 OVERVIEW OF LIGHTING VIETNAM TRADE AND SERVICES

COMPANY LIMITED 1.1 History and development of Lighting Vietnam Trade And Services Company Limited

1.1.1 History of Lighting Vietnam Trade And Services Company Limited

Lighting Vietnam trade and services company limited was opened more thanfour years ago, the company has made many significant achievements in areas, wasfounded with the desire to bring the highest credibility and satisfaction for the quality ofservice for customers that determination is always the active direction of proving TheRepublic during the past time all the company's staff has experiences, be well educated

in the country and abroad However, with the force and dynamic sales staff are alwayswilling to resolve customer service and thoughtful, conscientious, always gives thefeeling of friendliness to customers in business

Lighting Vietnam trade and services company limited Name:

Lighting Vietnam trade and services company limited

-Address: 1387/21A Hoang Quoc Viet, Phu Thuan Ward, 7 District, Ho Chi Minh City-Phone: (08) 62502299/0982.666.352-Fax: (08) 62502299

-Email: trudendien@gmail.com-Website: http://trudendien.com

-tax code: 0313196929 date: 01/06/2011 in Ho Chi Minh City

-Main activity: trade and exporting lamp, electric

-Charter capital: 3 billion VND

Lighting Vietnam trade and services company limited is the companydistributing the lamp, electric type branded MIHA, MBV, MI by the Minh HoaInvestment Company commercial production, products such as: Cable manufacturing,fiber optical cable

Produc of wires, cables and other electronics, electric equipment productiontypes, electric lighting equipment manufacturing, electrical manufacturing, repair ofelectronic and optical equipment, gate valve-one-way valve, gate valve, butterfly valve,foot valve, brass balls, steel pipes, and threaded fittings In addition the company alsodistributes the water meter type mark Unik (Taiwan), Zenner-Coma (Germany), theShinha (Korea), Fuzhuo Fuda, Yuta Flange,

1.1.2 The process of development

The newly formed company stage with chartered capital was 3 billion VND,established on June 20, 2011, at the present time the company's capital was increased to

10 billion dong versus the initially established, the products of the company beforeselling out to foreign and domestic markets are registering the quality of the goods andthe company continuously improve the quality of goods, code samples to meet theneeds of the market Now the company has combined with several other foreigncompanies such as South Korea, Poland, in order to expand the scale of theiractivities Planned in the near future will equipped with more modern machinery andequipment targeted at further efficiency in its business activities

1.2 Functions, mission, structure

1.2.1 Functions

The company operates in accordance with the registered function in the businessregistration license The company specializes in producing domestic and exported toforeign countries training in professional environment go up along with the experiencegained in the process of development so as to establish the company has identified itsbusiness direction is to bring the best quality products for consumers with professionalworking style at the same time contribute to job creation, contributing to the Statebudget, stabilize and improve the lives of staff

2

in order to raise the professional level, profession, work capacity, ensuring legal rightsfor employees Respect for the right to organize of the mass organizations, social andpolitical organization in business for workers.

Implement mode and rules of capital management, the property, funds, createefficiencies in business operations, strengthen the material conditions for solidcompanies for the development of the company, responsible for the authenticationproperties of the financial activities of the company

The company is subject to the management of the Government Implementation

of tax obligations and the terms of the submission to the State budget in accordance withthe current legislation

1.3 The company organization structure

1.3.1 Organizational structure

Lighting Vietnam trade and services company limited Corporation with

staffing structures are arranged very scientific, consistent with the nature of productionand business activities of the company, in accordance with the laws of the SocialistRepublic of Viet Nam

DirectorVice-Director

Marketing - Sales manager Chief Human resources accountant

(Source: Human resources Department)

Diagrams 1: Organizational structure of Lighting Vietnam trade and services

company limited

1.3.2 Functions and duties of department

Director: Direct operating companies, are responsible for the highest authority in the

company’s operations, and is responsible before the law for business activities anddirection of the target company as well as the improvement of workers live

Marketing – Sales Department have several functions such as: select the channels

through which the goods are to be distributed, trains the salesmen in a knowledge of thegoods and in methods of selling them, Supervises and directs the sales activities of themen out in the field Construction of the advertising, marketing and discounting toattract customers, Design - network, design maquette advertising leaflet, brochure,catalog, bandrote Administration of company web network, writing articles to post onthe company website, receiving and responding to customer inquiries, for work throughthe Internet,…

Document accountant: The basic function is responsible for financial services, write

and collect invoices, data reflected on the books and provide timely information to servethe director's decision Ensure implementation of financial revenues and expenditures ofthe current regime and state tax provisions, social insurance, health insurance and otherobligations to the state besides function rooms include the proposed cost-savingmeasures, increase profitability, preserve and develop the company's business capital

Human resources department

- Implementation of strategy, annual budgets, work plans of each month to the Department Director-General for approval

- The organization of the mirror, in room assignments to complete year budget plan, work plan of the room / board approved each period

- Perform internal reports prescribed by the Company and other reports as requested

by the Executive Board

- Develop processes and professional regulations of the Office of the field, evaluatethe effectiveness of the process, this provision in practice to continuously improve andenhance the Company's operations

- Perform other duties as directed by the Executive division

4

II.SALES OPERATION AT LIGHTING VIETNAM TRADE AND SERVICES COMPANY LIMITED

Step 1: Prepare for sale

Step 2: Search and screening

Step 3: Reach, and appointment setting

Step 4: Introduction and presentation

Step 5: Fix the comments or objection handling rejection, persuade customers

Step 6: Unity, signed contract

Step 7: Customer care.

(Source: sale department)

Diagrams 2: Sales process of Lighting Vietnam trade and services company limited 2.1 Prepare for sale

Salespeople need to prepare everything for successful sales activities, from insight aboutproducts, services, sales plan (list of customers need to visit) Introductory paper, card, dress, toboth the psychology of sales

2.2 Search and screening

Actually this is the first step in the sales process aims to uncover the most promisingclients, build a list of potential customers, customer screening weak Sales staff can call, send amessage to prospects clients before deciding whether to visit

2.3 Reach, and appointment setting

Salespeople need to learn full information about prospects, set out the objective of the visit.Salespeople need to know how to greet the buyer to get the opening step for later relationships,including appearance, the preamble and the comment in the story This step successfully executeyour sales process becomes easier you convinced was 50% of customers buy from you because thecustomer is to listen to you say, interested in the products or services you sell

2.4 Introduction and presentation

This is the stage the salesperson introduced his product to the buyer under the AIDAformula (attention, interest, desire, action), the salesperson must carefully emphasizes the benefits

of customers and raised the features of the product to ensure that the benefits

2.5 Fix the comments or objection handling rejection, persuade customers.

The customers almost never made comments opposing the process introduced or whensuggested purchase orders, their opposition may be psychological or logic To handle thoseopposed to this, the salesperson must always keep cheerful attitudes, suggest people buy clarifiedthose comments don't approve, deny the reasonable value of the opposing comments,

2.6 Unity, signed contract

This is the period of the sales staff to try to unify the business, they need to know how torecognize the signal to end trade in buyers, including the gestures, words or comments andquestions, the salesman can make the special agents to stimulate buyers to end trade of service.Especially always use open questions = > client hard to deny (for example: you get how much ?)

2.7 Customer care.

This last step is necessary when the salesperson make sure customers will be satisfied andcontinue business relations, shortly after the end of business and sales staff need to complete all thenecessary details about delivery time, terms of purchase, they should plan on hold to make sure not

to lose or forget the customer not so, need care after goods receipt and use of the service bytelephone, visit opinions about products and services, gifts, holidays, and the small but action fromthe actions that will make customers trust you, your company and if there are problems in the ordercustomers use the product, then easily handled good Because 80% of the revenue generated on20% of customer loyalty

Above is the 7 basic steps in the sales process that new sales staff entered the profession needed,customized business lines, products, and services that the sales process is also different in somesteps, so sales form, email the sales process will be different the online sales process, as well

III.WORK ASSIGNMENT

3.1 Work assignments

I was assigned as customer care staff

3.2 Assigned job description

Get a list of customers from customer care

staff

Call to customer

6Note information

Return list for s/uperior

(Source: sale department)

Diagrams3: Workflows practice

Interpretation process:

3.2.1 Get a list of customers from customer care staff

Daily morning, I've got a list of customers from customer care staff

This list includes information about the customer name, number phone, name andaddress of customers This list includes customers who have worked with the company

Customer care staff will send this list by email or printed out and sent directly to me

(Source: sale department)

Table 1: Customer list 3.2.2 Call to customer

Once I get a list of customers from the customer care employee, I have read theinformation in the list then initiated the call

The main content of the call: start the call by the simple greetings, then introduceyourself with Lighting Vietnam trade and services company limited then entered themain content: ask the previous orders? they are satisfied with the product? Currently,they have the project would like to partner with Lighting Vietnam trade and servicescompany limited ?

During the talk, the customer's response is usually fun, comfortable receivingcalls, at the same time to thank Lighting Vietnam trade and services company limitedbecause of interest However, there were a few customers were not able to hear thephone, or call at their mood is not good, they're not comfortable and recommended thetermination of the previous call However, most of customers still refuse politely, notharrassing me

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