luận văn quản trị kinh doanh tìm hiểu hoạt động bán hàng tại công ty tnhh thành hiếu trà vinh

Do d6 cOng Uc phantich hoai dong ban hdng B .an rhi6t vA khdng lha $iau nong noqt dong kirh douhndi chung !d d6i vdi c6c c6ng ry thuds m.i n6i ri€ng.. Phen tich hoel dong btn hdng cna c6

TRUONG EAI HQC TRA VTNH KHOA KINH TIT, LUAT VA NGO4I NGD'

BO MON KINU TE

TiM HIEU HOAT DONG

TAP TOT NGHIPP BAN HANG TAI CONG TY

TRACH NHIDM HVU HAN _ THdONG MAI TH.ANH

HIEU

Giinsyi6n hudng dAn: NGUYEN THI CAM LOAN

Sinh viAn th+.c hian : NGUYEN THI Mi xUYtN

Ldp : CAO DING QUAN TRI KINH DOANH B

K h 6 n : 2 0 0 7

M S S Y : 2 1 2 2 0 7 0 5 7

Tri Yitt h, th.itlg 06 r.itr 2010

LoI Md DAU

r.1 LtDO CHQN Dt TAI

Hien 1ron8 nen kinh ra rhi fdone cir Dudc ra hoar d6rs san xu,t vd kinbdoanh dien a rir ra dang vi phong phLi !i vay cic doanh nghiep sin xut kjnhdoanh c6c coDg 1y rhuong mai mu6n dfrg vrng ken thi t.ring thi vigc qutu licong t c b6r hdngllaih€1stc nhanh Dhay, nim bit th6ng tin kinh t6 ciil ihi6! bdm: n r h i r r u @ g v J d p d u g l h i i u b i i - p h T J i iilhuduo.nhiiuhslshormir(achnhanh nhtit vdi nhiau ching lo?i nhiit, tanh linh tnne u dong Do d6 cOng Uc phantich hoai dong ban hdng B an rhi6t vA khdng lha $iau nong noqt dong kirh douhndi chung !d d6i vdi c6c c6ng ry thuds m.i n6i ri€ng

N h 6 n r h n c d d o c i n a u x n r , n g d o 1 r 1 o i l n n d d a i - p h d l r i c h h o d r d o n eb6n h,ng crla cilns ty rrtioh nhi€h lriu ha - rhvdrc Dai Thdnh rrid!.,,1€ Dm bai

b i i o c r o r h u c | t p 6 r n g h i i o c , o I n i n h d u , , g r h o , e o p p l d r n i n e , a o h , e u q u i h o ? rdong bdn hdng cn cOng ry

r.2 MVCTTSUNCHTEN CUU

1,2.1, MUc tietr chung

Ea lai lap trung rnn phan dch cdc hoet ddDg trong cOne tac b6n hrns qja c6ng

|Jc ra duoc nhnng bi,;n phiip

ldng s6 luqng xe b6n ra vA doanh rhu

nhim s6p phiD ddy manh hiCu que b6n hang.

cvHD: NsrJ in rhrcih LNn svrH: Nsly8i rtri Mt xuy€i

Dij tni xoay quanh viCc phan tich thU qc brn hdng, c6c dich lu Long b6n hdn&doanh sd bdn a nlrng nhin 16Anh hudng rdib6nhdne.

Noi dung cu d€ tdi gom 3 chuonS:

Chtrmg 1: phuong ph6! ludn va phumg ph6p nghien c'ru

Chuong 2 Phen tich hoel dong btn hdng cna

c6ng ty TNHH - TM Thanh Hi6u

chuong 3 Kdi lu4n

CVHO| Ngoyan ]]li cim Lorn svrll: Ns',,.i lxi M, xuy€n

LdI NHAN XET CUA CO QUAN TTII.J C TAP

,\xra[[NrEqr

U;.h /a /a /Jolb

MlC LUC

rmng

P H i N M O D A U 1

CHTONC 1 PHUONG PHAP LUAN VA p H I J o N G P H ? i P N G H I i N c i u 3

l r P H U O N G P n A P L U A N 3

1 r.1 khni qunr !a c6ng ly lrich nhiem hnu hin (TNHH) mOr thdnh vieD .3

l.l.l.l khdi ni€Dr vi trich nli€,n cua c0ng ty TNFIFI nol thdnh viCn 3

I 1 1 2 Q u y a n v i L D g t i ! v u c t i d c h L l s d h n u c 6 n g r y 1

1 1 1 3 c o c d u r 0 c h r i c q u z h l i c 6 n g l y 4

l 1 2 K I 6 i q u i i t v a d o a n h n g h i a p r l d r g n a i

L 1 2 1 K h i i i n i , r n v d d o a n h n g h i q p t h u o n S n r a i 4

L 1 2 2 D i c r r u n g c , l a d o r n h n g h i € p t h r o n g n a i 5

1 1 2 3 v a i l r o c i a d o a n h n g h i a p t h d d n g n n i 5

l l 3 K h l i n i e n r r i v i l r i b l 1 n l i r l l s - 6

1 1 8 l 0 g i d i p l 6 p b 6 ' r h l i n g d ? r d r i r i a u 1 5 1 2 P f l t l o N c P H A P N C H I E N C i ' U

cHrtoNc 2 PHAN ricH Ho,f'rDaNc DAN rAN;;;;" -*-"-

' cdNG Ty rNHH - TM THANTT Hr6u - -.-.- 1'1 2.1 KrAr QUriT v[ cONG Tv .: r7 2 1 1 E i c d i a m t i n h h i n h h o r - l d a n g c L i x c O n g r y - - 1 7 2 l l l Qu! rd hiihrhinbcr:iacingrI 17

cvHD: Nguyin rhi cim Loln sv rlr Ne ')in rILLM) l\L'rin

avHD Ncuyan lhicim Lod svrH: Neuy!tr rhi Mt xnycn

Ldr c,iM oN

Da hou ddnh qroc bai bdo c6o, ngoni nhtng kien thtc ia duqc hgc 1!r trudnCcdn c6 sU gir6? dd tan linh ln lhia nhn ltudng, sq chi bao cia qui 1hay cO t9' trudngdq' h9c Tri Vinh vA Ban si6m 16c, nhAn vi€n lai COng ry TNHH - TM Thdnh Hi6ut?i s6 129, Nguy6n Thi Minh Khai, K I 0, P7, TP TlA vinh

Qua bdi b6o c6o nay 16i xin sti loi cdn tl6n qut thdy cO tdi trudng dai hac TrAVinh n6i chulg va qui lnay c0 ktoa kinh te n6i.ieng

C6m o su l?n lrnh crla giiio riin hudnC d;n da gilp em trong su6l qud trinh

Cdm m s{ nliCr rinh giip do crla gidm d6c ( on8 D TNHH TM Thann Hidu

vA lap ihd nhan vien da C6ng ty nhtng ngudi da tao diau ki€n cho ioi cO co hoi hach6i tt nh0ne hod done thuc 16

Cudi clng la s{ crrn on ddn eia dinl da tdo InQi diiu kien cho roi hodn Lhanh

MOt lin nira xin nhan noi t6i ldi cen m chan ihanh, tbng iri en sau sic, cnngvOi ldi chnc sfc kioe vd thanh c6ns

GVHD: Nguyan Tni C{6 Loan svrH: Nsu)ar fti Mt x!y.i

DANH MUc cAc B,{NG, sO Dd, BriU DO

Bdng 2.1: Doarh s6 bdD trong 4 nin (2006-2009)

Bnng 2.2: Dodnn thu cna c6ng 1y TNHrr - TM Thnnh Hiau

Bi€u dd 2.1 : Sii lLrqng bAn cta c6ng ty TNHH - TM Thdnh lli6u

Bidu dd 2.2: Doanh ihu cna c6ng t ' TNHH TM ThAih Hiau

S o d O 2 r : C o c : u d c h u l c O n s l y t N t t H T V f t a h H i a L

SsdO2.2: Quy rlnn bAn hane roicdne q fNHH tM lhanh Hil:u

f H A N N Q I D U N C

CtrUONC I PHI'O'NG PHAP LUAN VA PHUONGPTIliP

NGHTiN C{|U1.1 PHUO-r{C PHriP LUaN

r.l.l khdi qtrit v.c6ngty rrrch Dhieo Ii hnn (TN H H) mol thinh vicn.1.1.1,1 khni nion !n nich nlien ciia cong ty TNHH nqi thlnh !ian

COng r) ,;fh nh,e,n hlu l n ,ndr r d L |fl" Ju-nl 1J1i;p do mot 16 (hnc

h , n c h ! :o h i - ( a u , l " r t o , l - ! 1 ' o o i u c a r g J ' : , - o h n , - i - t : ! l n h e m v ;cdc khodn nq vd cnc Dghid !u lii sAn khic cla doaDh nshiap rong phan vi s6 vdndidu le cna doanh ngniCp

( ht :o huu corJ r) !6 qryi, cl Lyi., 1 'ode rodn b" hoJ ,n r phil \;n diiu

lC cna c6ng ty cho td chtc cn nhtu khlc

Cijng rt l NHH DOtrhdnh vien khdngduft quyanphil hinh c6 phi6u

Cdne tyTNtltl nor thinh vien co hrcdch phiip nhan kelnnsiy dudc cip 8i6ychrlng nhin d,ng kt kinh doanh

1.1.r.2 Quydr va nghia vtr- cnx cli sd lriru c6ng ty

- Qnyai:

Quyit dir noidung snadiii bdsdng diao lc c6ngly.

Quy& dinh cs cju t6 chtic qui,d li cdne 1y, bo nhien nian nhien, cdch chticc6c chtcdanhquin ]i cOngly quy didr taidieu 49 cr:i lLlil dy

Qurdtdinh diau chiDh vijtr diau le circdng ry

Q , r ; r , - r i n h ( c d - ' n l i , r ' ' 1 I I t ' l n l o c o , l , o n 5 0 0 0 ' d e c d , r d isdn duqcghirongs6 ke todn ciac6re tr

Quy6t dinh bdn t.ii sin co gi:1 lii b;,ng hoilc ldn hon 50% t6ne gi6 ti lii sanduoc ghi trong sO k€ loln cira c6ry ly

'[o chric giiinr siil.lhco dni !l dinh gii ho.I d6ng kinh doanh cna cong ly.

Quy6t dinh liec st dltng lqi$uAn.

Quy€1 dinh tO chnc |!i c6ng ty.

C6c quyan kh.1c quy dnfi lailuit niy vri dii Ie cong ry

svrH: Nguyn,n! Mt ruytrl

cvllD, Nenyan rhi ciin Ldm

P h n i g 6 p v 6 n d i y d n v n d n n g h n n h u d A d l n g k i

Tunn thn diau le c6ng ly

Tu6n thi quy ilinh cua pl6p luni va hqp d6ng irong liec Inua, b6n, va', chovay,thuevn cho thue giil! c6Dg ty vd cln sdhiru

ThtchiCn cnc nghi vu khac lheo quydinh cira lutu nny

1.1.1.3 co ciu td chric qunn lj cong ty

l r J r h u $ \r I n u r n f r l r \ e l r ' h " r - 1 ( r Jru l;.-uc q-:r l) na, bq crlacong ty TNI.llt m6r lbnnh vi€n bdo gim: h6i d6ng qurin ri !i giln d6c(T6.9 girnd6c) hoic.hrl lich c6ng ll v,l giin dic 0 dng gi:in d6cl

Quyan vi, nghia vu cLld h6i da,ng quin r,i hoilc chi, rich cong ry girn d6c

I l d n g g i a r n d o ( , c l a c o r g y l N l l l n ' i r 1 " n \ i r d o J i i r l i l o n g D q u I d i n h c d

cn v,io quy dinh cr:ia luit niy vi cac quy di.h phip luitt khIic c6lien quan

1.1.2 Kh6i q{;1va dornh ngliep throng m9i

1.1.2.1 KhIi nig !a dornh nghiap tl,udng miti

Doanh nghiCp rhBong nai lii t6 chtc kinh t0 hqp phip chuyen kinh doanh d€ki6m ldi lh6ng qua hoar d6ng nua bdn hing hoa, hien vat lr€n thi lrudng N6i cdchkn6c thidoaDh nshiep thu(nls nraiohn rau thvc hien mua b6n hdns ho6

Nhuviy, c6 tha n6ihoal dongcii doanh nghiCp thuong maili hoat d6ngdich

!u, lhtng qux hodL ddng nul brin tlen lhi rtudg rhi doanh nghi;p thuons nlai ldmdlch vu cho ngudi lieu dirng viL nguoi s,in xual vil d6ng thoi diip mg loi ich c'la

chinh minh Hoal d6dg cnd dornh nghiap lhddng mai kh6ng nhim liLo vi€c mun h i , e b A , c h ; J i n o i , , r , , - J , !,u ,lu b - \lr nr'rr, rh'i',,ni \or ,lins cur dornh nghiep thudng mai chn yeu dra rraD yeu ceu 06 su than gia cia trung giaD

v ; o \ , r c u r o d ; i | : n c h o i cii nguor, r , u : i r v r n g u b i r e u i , n g 1 i - r h o a m i n

svfH: Ns!|t rriiM9 xuyai

cvHD:Nguy! lhic Lori

1.1.2,2 D{cftungcn doanh nghiep thuorg m?t.

Doanh Dshiep thudng mai ld doanh nshiep Iid dich vu cho neuoi mua va

o g u o i b j n r n p h J m n a n g h o d d ' 1 ' r u I c r r r r ' r m g o o d d n o \ n m i r o ' l i c l m g

- vi dolnh nshi€p khdng c6 chrc nans sin xuiit cho ncD cdc doanh nehiep

r l r n g m r i c d d 6 i r r v n J h o d n C l r \ ; r l ' 1 1 ' F d r 1 o - h o a n h i n h N d Id d i ; nkhacbi€lcobin gita doanh nghiop sin xudi vdidoanh nghicp thuogmai

- I loar d6ng crla doanh nghiep Lhtrdg n.icing gi6ng nhu doanh nshiep khdc

nd bao gdm cdo qui lrinh knrh 6, td chtc ki thuiit Nhudg lrong dooh nghiCpthuddg mai thi nhan vir trung lAm h khdch hans Cho n€n, moi hoat dong cna

d o r n h n 8 i , e p h r o n 8 , r r , l r - L p , , u n h u o n g \ i o [ h d \ h h d n d , / , J ; u 1 " n r h u i nloi d6 tho,i oidmong mu6n nhu cau cnd khach hdne

- Do dlc dieD kh6ch hdng ln nhtu vil ftung tam cia doanh nghiep lbuognai nhu cau cna khdch hiLne rit phoDg ph,: vi dd dane, mqi hoat dong cia doanhnghiep rhumg mai Id nhdm thoi Diin nhtr ciu cn! khdch IiDg cho $n viec phanc6ng chuyen mon hoi Lrong m6i bd dodrh nghiep ciing nhrr Sina cic doanh nshi€prhuongmaibihan cha hdi so vdidoanh nghiep sdn x!61

- Do linh dic th,i cia doanh nsniap thuong mai ld lrung gian gin ngtdi sanxudl vdi nsuiri li€u dirngcho ren sita oic doanh nghiep lhuong rnaisc c6 tinh cbrl

r F n l a r i r )au Sira \"r JoJ ,;tiip J.l | ,, h rhJh an n s d l - l, n h tE k t t h u A r N o

d i k o n i D U n q 1 ' , i p u o n c , o i u a u o d J , n s rl r o n s d - i

1.1.2.3 v.ihd cii! doanlt nghieptl,udng nli

- Clc doanh nghiep thudng dai c6 !i lri quar t!o!g g6p phAn di€u hod cungoiu h,ing hoi ftn thltrudng

C;c uu nh n g r i ; p r l ' u o g n i r , ' r l , r r : ' , , r ; , g i u i ' : i n \' ; r \ q u i u u u S

E i j p c o o n 8 u b i : n x - ; r - L J , rhr, hr'r hoi Jrnr bao c o q r r , , n h \ i n $ 1 i n dcnre nlim dip lng nhu ciu cLta nsudilieu dnng

- Th6ng qua hoat d6ng quing bi, rr:c idn lhudng nii cdc doanh nghiepthuong m?i gi,lp cho nh,l sdn xuit khuyach tlvong san phin, khoi dAy nhu ciukn6ch hiLngvAgitp nguditieu dnng bi6td6n si,n phinrcnadoanh ngtiepqua d6

svr H Nsuld rbi Mt xuyci'

!vHD Ns!)i'Lrh cim LuJn

cung cbp cdc thOns ti! t4rc liep va sin phdm cho nsui'i ti€u diLog lh6ng qua cdc

nhdD viEn b6I hnng, qua cdLdlog

1.1.3 Kh6i nien va v! tri bno ling

1.1.3.1 Khii niCm b:in l,itng.

Theo quan dian ci didn bi,l hlne d(dc dinh nglia dh( sau: "bln hdng li horldong rhrc bi€d su rao ddi s.ln phiint hay dich vu cn nguoi ban chuyan cho nguoi Inun J; duo nhan lJi LU ng(oi mu- ri;n h y rn pnin horc Bii ,i rao doi dr rhoa

N s d ) n a l 'u 1 , ' h t n h , , n s , l ' ; g u i (, F , o ' n h n g \ ! J i 8 8 d ) 8 i t n e n c r n B

\ i a c b i r a r d I A1) Jir; phur L p b 'n h-n; r gJy 1sy <ron8 d d r l L d n L i u u J o tliiihdns hoa hay dlch !u ni lii qua lrinh gii! dn lan nhau gina ngudi bin vA ngui'i mua \suri bJn lilp dJ rgrdr r rr ' " Juor nhuni lhu 10 :r nguol hr ngvdi

mua cnng eir:p do ncudibin datdlrqc nnrc rieu, thu va lqinhuAn Cidiquyatdau n h o o ,

" i n xua d i ) I n r , l u C r.o rong l , n l , d o a n h r x i n x u a r d o d o c o n 8viec bAn hang ngdy Dr)' kh6 khtn hon Sau day b n6t sa kh6i niem phd bian ten

t h 6 g i d i h i e n n a y :

- B6n lang ld nan tring trong knnr doanh, do Id sd gnp gO gina nguiii nla vd

n g u o i b d n o n h u n s _ n , \" ,'l'1u g u r d i h n g h , a f d a c u " r r , c r i i u n a u , r igip gd thdnh conalrongddnr phfr vC viec trao d6i sdn pham

- Bdn I a n B l i I n d r p h : r ' u r r i : n a n h r n ; d o d n h n g n i i t rh u J a r I ' h u c L n d c hhdngmuahingh6a hay dich !!rciia ho

- Bin hing l: qix rin, liin , i vo lhd.h h 'ng rii.n nd.B r i i , n h i i t n h u ( a ucia k}6ch hang,lrnnr bny chuc ning s,in p n diin ph,n mur ban, giao hang vri

B d n h a n g l c : u !l.Jc r', gi I do lh i.h h r'E rh;n cL,,g c i p , h o lh a c h h r l g.bnng lbt niL ho no.e n!6n

1.1.3,2 Vi tri cni b{n hnng,

Q u a r i n h ' r u r h o n g h i n g h u r r:,r 4 rhru: mux \ ln chu)an du vt bJoquin bdn rd I rong dd rnr a ! ro ld khOi dii 1 \a bijn i L kniu crii,uns lar r'r!,qu.i trnrh luu th6ng v,i li khau quy6r dinh cic khiiu khic cnd qud lrinh lun lh6ng

h l n g l , o a B n n k h ; u n i , l i i o , r r i , c n rn8 c o r n d i t - o i c n a l c h c v d l

cvHD N$,yai Thici Loe svrH: Nsur.n rhj Mi x!y0i

nhdu Ban hing li kh:iu rrrctiapthuc hien ka hoach luu chuyiD hang h6a crla doanhngbi€p.

1,1.3,3 Vni ird cia viec bnn l ng

Brn hdngc6vailra vO citnequm rrong rroDskinh dornh vdxahoi.

- B6n hdng kl6ng chi ld ![rng hoat dOnE nhim tho,i hrr nuc tiOu tru6c n;t,

nn cnn thuc hien cdc chiin ltuc kinh doanh crla domh rehiep Hoar d6nC biln hingkhong nhlrng ginp khdch hing thol man nhu ciu cnr minh nrn con tiii l.o khoi d6ypldt trien nhu cau cna khdch ltng fhrc hittr rot khiu bin lxnr8 giip doanh nghi.3pc6 duqc uy lin t€n dritrudng

'-lrong nan kinh re fii lrud.g muc tiou crla bar ki doanh n-qhi€p ndo dO ld lqinhuiln Nhvng d6i vdi doarh nghiar rhuong mi lhi nuc rieu t dc mfu d6 ta tinch; dnng tren thi tudng diau dd cd nghr-a li doaDlr nshi€p phii brn duqc hdng, bincang Dhiau cing t6t {la qo !a doanh lhu vd uy tin cr:i doanh nghiep tren thit.dihg

B a n f - , ! i rlr "l.o l,i.,g , r -u, 'n ch'rycn I n r ' \ - ; r d a n n o i fB u o , r i a Lding Xi h6i Lh6ng c6 b6n lriiig ltri na! sin xriir se bi dinh tre, doanh nghicp sanxlil n khdng the Dao ti6u rh! ngui,i tieu dine c6 nhu ciu vi s,in phdm se kh6n8

b i ; ; J r u d i , D o ,l o ; u , , o , g o b - t d , s r n e n r d n \L r ( h ; c h t n g " rnhiau kh6 khrn, nen kinh ta so bi suy rhodi !i khLlng hoins cung ciu, xr hi,i vi thd

- B6n hing cdn d6.g vril|i llu rh6.g rian te tronggtr6ng.riy ki$ d Domhnghiep sin xuil ru hdnglda hay dichvu, bdncho nhlns ngui'i c6 nhu ciuda thu valdi nhuon Tienlhu !e rtlort ddng btnr ling sotiep ruc dda vno sin xuir da fi6p trcsinh ldi snu dd biD hdDg tiip rheo, cn nhB rh6 viec brn hanS se giip cho hOre rien

se qux) vrrJ ri I D r.puoi Inu.' r rs I ') LgJU oJ I rOr t-: \L rxJ nsuoi InLa mol

- Biln hing ginp cho hArr chutAr hlng h6a tn noi fila

'fheo

quy lu6t cung ciu nhnng oi lhira I rg ha)! rhi gla s€

nsi khdr hi6rn thi gii se cao Do d6 vicc Lr.in hing d nhnng

thu va loi nnu4n cao hon nhi.rg noi hirg h6a du lhna dey

J u 1 h n g h i i p h r y e n - | - Lo ru.,ni,r -, or rl.u C i i \ j f

r o : h : , I 1 , I d 1 h i i , , g m c r o n g k i i , J ' , ! , i , r t r , l , |

a v H D : N g u l i , r r c j n ' L o r svT|r:Nluyei nri Mrxuy.r

lrang klan hi€n hnng h6a se giin din cho don khi khdng cdn cinh ndi rhi knanhi6m ndi thi d! thnr hnng h6a nila Vi vny bdn hdng d6nC vai tro v6 cnng quanrAng rong viec can bing hu llu xiinii.

- Biin hdng 'nang va lqi hh cho ci Dgudi nra 6n ngudi btin D6i vdi nsudinua lqi ich cna hg la c6 duoc sain phan con d6ildinsdi'i bin,.ld ld lqi nhuan tnkinh doanh Nhd hoat dong bin hing n?i lu6ng ri€n hnns ludn churaD thuonsxuyen ginangudibdn M6ivbng ludn chuyin daulhiirsinh ldiich choca doi ben.Hoat dong bdn hing cnn rn.ng lai loi ich cho hiau $iinh phin, thnc ddy vdphdr r,ian Ljc hrd Jr.6 l-un I'jni li l, rlrch \l'o \d hdi phii kiin mang lJi slt

p l , a n r F i r h c l ' o q u i c s r n l n s ( c o m i : a r g c o n n e u o i h , d - m i n m o i r h u a u L h oril ciL moi Dsuiritroqs xa hOi

r.1.4 YOu clu cnr c6ngviec bin l,,ing

1.r.4.1 D6i v6i doinh nghiep

- PIAi dnm bAo $Oa man cao nhil vi nhu cau biLng h6a cia khdch bao gonr civ6 s6 lLrmg, chil lumg, co ciu ch,lng lo!i rhqi sian ben gid ca Trong qud tdnhkhiich mua hdng phii duoc phuc vu 16r nhil, giim d€n nr'rc rh;p nhil s6lin kl6ch

- lhii l.o diau kiOn lhrin loi nhit cho kh,ich tfong khi nrua hnng da dt ngin

r n d i S i 1 t r d i i r h r ' , , u , \ u j , \ ' - r J r r e d i d a s h o : i m J i v - \ u r )dbil lrcng qu:l rinh barn nlng, miiu dnh vien khong duqc gay phian hd dijildi

k h x c h I h x n n , ; r u n t r c b r s l e \ J c h u i n b h d r g h o a b d n o t u y e n r u ) e nquing cAo hin8 h6a, iip dung cdc phrohg phip biin bdng li€n b0 BO l.i phdn c6ngLhltigian b6n hins phni hg1) li, phuonsplip biin hdng phAithuan iien

- PhAi di'n bdo qrcn he t6t lich su gin khich !6i dir hins trona qud trinhmua bdn hine h6a D,in bio qnlen binh iling gina noi khdch hdng trong kJri muabdn hdnghda, tuyetdoikhong phan bjet ddixt giiJa nh0dg ngmi nua hang Ngu{ribdn hing phii rhuc hi€d dtroc sr lien khiat vdi Oi siD cia nhd Dudc va that tMd;ng rhing vOi khiich Phii di,r bdo i6l ya lhdi dn bin hing, qu.n tan, nhier rinbdan khdch din8 thdi phAi chi y ling nehe i1 kien c,ia khdch vd luo! c6 i thfc tsphe de nang cao trinh d0 chuyen 'non phuc vu t6t cho khdch h,ing vn xiy dune cta

h i n g l i : n b 6

-avHD:Ngtryii rhr cim hi,,

- Phii dim bdo ndng sui bli| hdns cao quan li r6t ri hiing, LilLi sin cna doanh nghiep Vi vay, doi Ini nguiri b6n hiLng phni cd t.inh dd chuy€n n6n nghi€p

vu cao ddbdnhdng khons bl lhna, thi6u, mit mit, hdhao, L6n rhir Ng(dibiid hdng

p h : i c o r i n h d o d i d p d u , ' s d c J i I l i c , ' u i i r h ; u ; , ' b d o r n t o J r ri ; n h i n 8 tiLi *i., ldnh so hd dan dan thanr O ldns rhi trong kinh do rb, ddng lblti ginp kn[ch h,ng nua hing rhanh.

1.1.1.2 D6i v6i nhAn vi6n bitr hing cin pl,ii c6 cic ki trnngsnu.

| (y nang arao reD.

K i n d n s s ' u | : p l , - , ro it J., , , o n g ! ' n rh i a h o n g \ i n d J v r e i " o i i f r o r

" a r i o c h o b d n o In ; , q - - , l r r J r \ o , r h x h h 1 n g p o J r r i i , v d u ) r r i m o i q u d n l ' l

b i n \ u n s \ u i k h r t h J i g e g i u p b " , c o m o q u c n h i r o r v d r L h ; c h h i n s + e i 1 r banc6niam tin noikh6ch h,ing vn liec btnr ha,ng se lrd nen lhuad loihon.

2 Kt nrng dng nghe

K j n i n g n 1 ) n g l ' r , ' r d n t - , n g n h u J m eiir nhung l a lr l h i n h p l a n q u mlrong tao nen m6i quan he t6l dqp gina ngua,i bi! hma vir khacb hing Bdi vi dC

" i rqud Vi nau b4n kh6ng 'dinh lrLlng" lio lim li cna k-hiich hdDg Neodi ki ntngnghe dhtng y€D ciu crla khiich hinS bin cir Dhen tich nhnng th6ng lin cna kl).ch

f d n s \d l h r n , l o : n r h e o ! ) i ! r n o n B J i h i i " d u o r i r n li L ; h o , o f i ; 1 \ n srrong ngha niy kh6ng phu Ihu6c ldo ocphi'r doiin cna b{n

4 Xoay chuy€n linh th€

Tuy nhi€n, neu ban dua !a d0 nghikhing hq! i voikh,rch hing tbi ban kh6ngnen dnng ki tiap tuo n6i v; srn ph,in di du n lAL lu! chon cna 'n6l nhan vien eidi.Hay gidi thi€u nhnng tinh ning vi Lhdns tirr co ba,r ve siin phan cho khdch hitngnhuns klrdns da c6? d6n viec mdi he ki lrdp daig nua bin, khi ban hoin thinh

r o n 8 p h i , l n n f b 4 h i ) d d ) l.n rr pl ilhah l:r8 h ror,h:r

5 Gidiihi€u vC san phim va,iphong cnch t( tin.

MoI phong ciich tq tin lrong gi.o tiep se quy€l dinh ban thanh c6ng hay khong

vi d! n6u kh6ch hdne cd rhnng c6u hdi nhu sau \an phin c0 ban dadg brn c6 givuql rOi hon so vdi sAD plim cna ciic hire khdc?" MOt cau ta loi hodn hao l,i

c i l, 1 o i r u ri n \ : L - o -i n g a r d" du i rng I nh ane c ! " s a n p h a m h J m g v i o n h ucau cia khnch hnngkhi nua sdn pham d6,

- Lu6n qui nfn khich hi,ng

- D6i xt vdi khich hiLng nhu vdi nglli iban r6t nhft cna minh

- dne nshe vd drAu hidu rh! cdu cna kh6ch hAng

- Diip irns nhu ciu cna khdch hire

- Dinh giii:dn phi,n ci" (ong D lro ding gi; rri hdc duqc quy d;:l'1annrian.

- h , cho khx.h h x n g , h , , ) , , r' , J ' , v L J J i i r h ; n h r i a n c u d n h i n g g i h o e

- |rn cho lhxlh hr_ts.jr,l':i) , La- \oj,'su)Fn r h u n g n h u c i u c i " b i n

Chi rx nhlng drr r:nh c,l in p1:-, rheo d ] g y n u;n, !a lhii(n hdng

- S.n

"dng cung cip rn thirn biL cu M nio khiich h;ng oidon

- Mang hi cho kh,ich h,itrg nhiau hon nrtc ho laodong, dn chi m6l chnt

- Thui,ng xuy€n cAm on khdcb hane mol ciich chan lhinh

- Nhic nhd khdch hdn8 vd gii tri lh,lnh li€o mi ho da nhan dudc

- Tinluyvdi c6ng viec, t6n lro.gngha nghiep

- C6 rh€ dam nhi€D [inguoic6vin chokhich hdns

- Co lhii ldns ho" f di \A,,,i DhonS r i r y i r r d rn n li r o

- C6khandrg linh hOicao ning llclhihiinh16l

- Cuxrlkhgo l{o nhungkhons pholruong, khigidithieu c6 khaningdandir

- Mieurnt6( cnn8kl)achhing luachonvi thuong rhtc sdn phim

- Ilinh lhanh c6c ti nsii vd trinh tu ei'j'i fiieu qucn dnng

\ h i m d i n B v : o c : u h o i \ x d u J ,4 x ' , r , : l i i L U h u q L :

- Luon theo s{t kh'ioh hins,lich cqc hinhthdnh eiaodich.

- C6 kian thtc tiit vi diiu chinh k6l ciu rieu thu vd nrae lsc diau riat gi6 cd

Ngoeira ss dan md,lnnr lrunglhtrc gioi chnr ilvng cnna h ydu

gon pnan oan den su Inrnn conq

1,1.5, Phuorg thi! bin hi'ng.

- lhuorg lhnc bu6n bin hiing h6a: Md hOi nghi cug 'lng hang h6a, tim kl6chbdn hans trien lin hdng l.ih6ichd nua bin hing h6a bu6n bdn cho cdc xi nghieplion ketkinh doanh l.ongvn ngoiiheth6ng

- Phuons rhuc bdn lc: L plrrng rhu bxn o nB w( ritp cho \hach mua di riiu

d u n g r r u c r i i p b ; i s n h , ; , h , n l , , l ' u r ll - n ) , u : o c n r h u r i i n k r c r : i p r h u q u a h d a

dm bin hdng cO lruyan bdn hing ltrphrc vu

1.r.6 Qry trinh ki th{it britr hing

s o J ; l l q u l L i n I k i u , u i t b r n h i , L g

r N g u ; n s J o r r , ' l ' , : h i | v , l , , l u i ' h r t u o r ' I n x , d i - \ u r

TiD hieu nnu cAu cna kn6cl

C i d l r h i i d h i n g h o k n i c h Cinpkl'dch luachor \A thn hen!

c i o i h e u h i n A c o ii r q u t u r

Dnn dd nnic nho kbnch m6l didm cin lm i !a hins b6a

cvND Ncrlin rhiLin' Lorn svrH: Ngulan rhj Mt xuyei

'Quy triDl bntr hnns

Quy trinh kt rluat bdn hdns ld he rhiSng cic th.o 16c kithunt vn cnc c6ng viccphUc vu c6 li€n hC vdi nhar lrong qui Lriih ban hdng vn ddc slp xCp theo mollrinh tu nhil dinhtrons nr6t lin b.ln hing HO $5ng cdcthdo tic nny gdnttcac6cv6n da d khi kn&h hdns viLo cnd hing dC mua harc d€n khi kh.ich mua duqc hdns

ra va Bao gdn cdc budc: Ciao dich bint hire, ki thnc

ll€ th6ng nhnns ilro Lttc niy cdn phu fiuoc vtlo, phvong phap bdn hdns, hinhth,tc dic didm vn nh c?iu tieu dnng dac tinh ci,a tung lo.i hang h6a vn phuongthnc b6n tu lam li kltiich hilns

' Giio dicl, v6i kh:icl hnng

- Drn Liip h \ l , l u - d , Ik , , e p 1 t 8:y cr' rr- r''i I l, cr hr rg \i v;J Varh;i da phr chu ,lonB nhjir rirl, rl'n 'u .t'nn Inn roi Mdcn !h,ng ph:in biir d6i

xn gita nhtng ngi'oi nrua h,ing Ve kt $uat phni Dh6n doan lfudc taD li khdchhirg mol cdch nh.nh chon-q de c6 phung phip d6n li€p thich hqD Trong kbi giaodich vdikhrch hingphiich! t linc nshc i kian crli khiicl, khO!8 nhin di chA khicklrong td drdidi thd d, khinh lniel

- lrn hiiu nhu ciu,,ong q u J v i n h B.ro d \ 1 , l; , l t r | r,n hiiu nhu r;L ciakhdchxcm hQ cin mua hirggi, nrua bao nhiau, nua dirngviec ei de tn d6lAy hing

g i d i r h , ; u r d h o p l ' i h f lho,,8 r , o r 8 o 1 , , 1 , u - , , e r d u n g d r c ( r l i h i i n dnhtng nh6m knich hdng Kh{cI h:ing da c6 chLl dinh mla hdns tu rdd'c, kl ch dd

cO chn dinh mua hing nhung cbn phan van suy nshi din do, kjn chon, kh6ch d€nquiy hdng nhung chua c6 chn di h mua hing, khdch h 6nB gin, ka em, nam ei6i,kb6ngthdnh lhao hllng h6 fii ta phiihoi ki qing, cin rhan

' Gidi thieu va h,,ng ltoa !i hudng dan khich chod h,lng Da'i hdi ngudi benhdig phii c6 kian ftuc {ng,16.g hq p nhidu Diit da gidi rhieu Khi gidi lhieu ldne

h o r p h J , 1 8 h 8on d i L i i ; , r , ' , i ' h r c ,n r i n 8 i n l , m - l n l ' u d i 8i,pkhich hiau duqc lu@g ran hine h6a va chon dtidc hing vta i KIi Sidi thicu hijLngh6a phaindiId !tu, nhuoc diam crlLa hins ho hing kdn phAnr chat kh6ng duoc ndi

d n i J ; b J l c h o k J r i h K l - i s h " r - i c l h n ' g , o k l ' d , g , l u ( c 'o !,rr phi: brnh r i n n miic du gidi rhiou lau il,ic bi€L kh6ng nii ip khiioh Phli tin tinh ginp kh6ch luachoi hdng dn khich nua loiihins gi vi nnR bro ihieu nhiiu hay it Khi dur hang

cvllD: Nsryan rhi ci'i Lmtr s v r r r : N s { y i i r h i M t x u y s i

cho khdch l(A chon cd nhd, dua hiLng d$ ai, s6 luqne h bao nhieu dc trdnh nham

Er.

- I J loica .iu h n.'hhlcn.,l'1rdopl'jivL:\e.Inn r ' l i J o

- lhrl hang.ho k h ' h r k h : h o n l , r , s \ " 1 J ru ) r h e o d ^ ( a : i m (i l r floai hing h6a md liin hiLng throlac lhthinc dd chins ninh cho khdch hdng dn d€u \ u i n , r h r L l u q n s r d I.,L op \oi rou cau ud lhrJl': $, rhLi h c , e c i n r \ a o r r c

- Thulian, h6a don brD hing

Yeu ciu: Cdn ct vio s6 l(mg hdng h6a khich mua da linh fian cho khechchinh xic,neukldch $t nelivanphiinha nhii,r tinh laicho khdch yentAm.

N6u khiich dua di sii tian b:in hin8 thi nhdn lian cllin, d6n lian li khi nl6nxong phii giao hen vdi khdch roi m6i cil dai lio nsin N6u plii ta l4i ticn lhtm t d l h - c l ' r h i p h ; i r l t r rl'uf,; phip c n , 8 d 6 r ' li ; - I ' i n u r i i n li r : d n c h ; n

B d n d J o B q , - h d d d o r rh I kiitr r'i x hd, don c o sh, diJ Ju noi dung h o P l ikh6ne vn cnng thu tien tlco phuong ph:rp lr€n Khilhu tian bdng sec ph,iichn i lhoiban sn du.B sec, gi6lri vn con diu r€n to scc s6 di khoin cO dtng vdi qia hdngkh6o8 Tlru iian bing ngod le cin chn i lhdt hien licn thit, 8in vn ntun bit tt gi:th6i d6i cna rnng ngoai te

- Chuin bida giro hingrD!'! lioh6a don bdn hdng chuin bi diy dn chinh xiichdngdegiao, tddc khiBiao hdng phdi bro g6ihiingcan th6n vn deP

- Giao hdng: lhri gi.o hdng cho kh6ch bing hai l.y (d6ivdi ntl hnng rdmg

J i i l m \ i n r n g ) r l ' u n J n o , h , , n g l : p l a i d u ' F , s I " r t r y d e \: o d o d u n e c u rkJrich (nau hiing nh6 g9n) Tlyft d6i kha,ng quay quil vril hing ttudc mil khdchken quiy hay diy hdns v€phi khdch Khigiao hring phAiluive,lich sq tdi cin

sn khnch da ginp ta hoin lhinh nhie'n !u

C ; 1 r h u i k n , n d u r g b u I r1h nS h o i d i k c o d a ' r ' , i r l o G , o i h i d u r h i r nhing cd Ii6n qudn da khicd nhu cau khich hing c6 th6 mua then Khdch nua xongchu c6 ngudi Dua ri,:p rhi ri thu don noi onng l:lc, sip x6p l4i hdne lda vio vi tri,lau chniquAy ti, h,ing cho khdibuichuin bid6n lii:p m6l luql khich ndi

avllD:Nsuyenrhl cin Lmtr svrirr Nsuyar rx! Mt xuy6n

1.1,7 Cnc dlch y+ trongcong iic bnn [nng,

DAy clng B cong cu quan lnng d€ tnng loi lhe canh tranh cna cOng ly Dich

vt biin hing duqc thrc hi€n t6t se Dm liDg ldi ich nhen dddc nd khnch hnng vn lim tdDg su hni ldng N6 li c6trg cu dic lrc lrong viCc l?o ra sU khac bier cbo sin

r l i n D d i \ d ' i n l u n r * , n ' r ' ; , ' i , - 1 1 | , ; n s _ o p \ i ki rhun r ; kirn r a \ a n6

I n r l s ri r l - , \ i r c r b , ! , J o v r ) n J !- n p h r ! o c 1 c d i c n \ u k h r c h n : n g b a o B 6 m :-Thdisian giao l dg:Cic sin phim dl c6ngtyphaidim bao giao hdng dtngrhdi hen quy dinh ci,d khdch hing uong h9p ding Giao hiLng dnng thoi han dAmbi:ochiphjlh6p g6p phAn ldmgiinr gii lh.nnr, raing ldinhuiin cho c6ngly

Ngoairacong ty cdn phdiquan tanr dan.ec v6r de khnc v€ dich vu cna khrich

Mua b,io hiem cho lhich hing

- PhucvubOsung !e sinh ho vn lrnh6a taicriahing:T6 chtc ndi giit xe, donu!, vali,lLisnch cbng k€nh cho khdch hdrtg 86 tli ghe ngoi nehichan cho kn6ch.D6 ri horn rhu bdu ,hirp .6ng h; r'eo ,'rJng ,a hong b;n h.ing T6 hnc noi Bnifian fiap kiQm noi bin ling in diam tim giii thil, c6 ndi vc sinh c6ng c6n8, c6

p h o n g r r u c c h u ) a n r ; l o i a i r l d i c i " l h 1 , h a , s \ a h " , g c o b ; x r , r @ e r h u !

- crc Jnh \',.hrr 5oL ( - - ! _ i.11 lry r, co.x no o rha i p d u o B c " c d i ! l l

ro khic nhau nhu: tu vAD khiich hine, bio hinh, lap dil, bio duong sna chta, vAnchuydn d6ng g6i hdng h6a

avllD:Nguyanrlrj canr Loin svrH: Nsuy6 rhi Mt xurh

1.1.8.10 giAi phdp bntr hing drt chi liou,

l Lapdrl8 chi ti6u bdnhidgda dat duqc doanh s6 cao

- Chitieumdddi

- Chitiau duy lri kharch hhDg

- Chi tieu lilng nhan hnng b6! ra

- Chi ti€u lhln viang khech h,ing

- Chi ii€u thinh c6ng don hang

, chideu doanh thu bdn hi.g

2 Chiachi li€n cho tnng khdchhens

- Xen xet kha ndrg bdn hang cna tnng khdch h,iLng

- Xap loaidoanh sO b6n hdngcn tihgkhiichhing

, X6c dinh tan s0 ghd thin khroh hdng

'xdc dinh kenh bdnhilnghi€u qui

- Xiic dinh lichlrinhlha,n ghithlb

3 Tip trung bdn hdng viro diu vdsiiiathlng

- Khong chay chi tiCu vio cu6irhdne

' Chia chi leu vd rap bin h,ing ldo 2 luin gina 1h6ng

- Chiem dungtien vd kho chfa hing cno kl6ch hdng hu6c d6ithj

4 Tlng cuorg hinh inh tmg bdy tiidiain

bin Dinh nghia teu chuan trung bd hieu que

-Lap kahoichsridung vil dungqudngcro dung cdch.

-Nang caohinhinh "Dsui'ibin hinglhim tangt.ididn bd!"

5.I an liLh r Inh ghi rhlm \d bJn hdrg rruo! ngr) vd rrrdc gia' d;i r\i

- X6c dinh gid vn ngay ehithirn cLta d6ithn

-L€n lich 8h€ thrn vAL 6y doD hdngtrudc d6ittrn

- Kh6ng tao cd hoicho d6itht btnhing

c v H D N s u r i n l h i c r h L o 4 svrH: Nguy€tr rhi Mt xuy.n

6 Thudng xuren rhco d6i vd ddnh lno ke hd cna d6irhn.

- Thu thii! rh6na rin cnc ke rrn va sdn phdm, m6i quan hC v,i khuy6n mai cna

d6irhn.

- X6c dinh didm y6u cna d6i rhti da dn cong.

7 Li€n q'c nd khdch hrlng ddi thrdns xuyen duy lri khrich hang cn

- Len kd ho?ch md md,j kh,ch h?tng hai ngiy vi, n6i tuin

- TAp trune md kh6ch hing md{ vio cu6i rhing

- Tim hieu kt khdch hdng li€'n nlng

- Tang dich v!' khrch hiLng lii chtun s6c khnch lDns de lieD kot cdc khdch hdng

8 TiDg tile thdnh c6ng lriy doi hilng vi ting gi,i rrimiidor hdns

- Tingril€ thdnh c6ng l,iy don hdngtheo licl trinhgh6thim

- Tdne giii tri cho m6i don hdng vi n6i khich hing li l0% cho m6i li" mua

9.'Ihuong xuy€n horch dinh phuons phdp l6D chiam thiphin.

- Khdo s:it cdc Lhi trtrltns ndi, kenh mdi vd kh6ch hing md'i nd

- Xac dinh phumB J n r : n L o r S : l ; y r h i n h r h , r; - , o r e n d D g l h d n li y n d n 8

10 Neng cao ki ning giio ti6p vi n.ng ldc bzln hans

' N:oB c a o r a p h o n s b x n l , ; | t r - , u 'n g li u r i i n ro r

- | rn cl,o l l r h l , a n s , , h o d a n b a d J i u i i , k h : c o n h u c u In u o l a r e

- Taptungvnoquyan loi cho khich hiins, khong €p trune vdo lqinhuan

- KtJyan k h c h r h r 1 F ' t ' b 'r !i: Lo !o h9i Bi;i rdd lo l-n8 cho (hach

- K6t ihnc bing crch gi,:p khichhAng qut6tdirh mua hiLng nhanh

- Iao dane co mux hroe bin8 c.lcl ra ,d h1,n Inuun vo o hng cho lhdch

avHD Neu)li rhiLim Lod, svrl l: Neuy6 ni M9 xuyen

I.2 PIITIONG PHAP NGHITN CUU.

- Phumg ph6p thu thip s6liCu:

Bing viec ftu th6! c6c sii lieu tht cdp it phdng k6 b6n cna cong ty

TNHH-TM ftadr Hi6u ad clc th6ng 1in khdc tt sdch, bdo, intefrel

CI'UONG 2 PHAN TiCH HOATDqNG BAN HANC CUA

CONG TY TNHH _TM THANH HIfU

2.l.KH,{I euATvi cONc rY.

2.1.t D4c.tian lirh ttirh ho{t.long ciin c6nstr

2.1.1.1, Qun trinI hinh thirnh cn! c6ngty

COng 1r TNHH 'lM lhdhui6u rdn6r doanh nshieptunhan dusc lbanh lep' h e o ' u v a n h a n h i a n c n k i n h r e , h d i H r - r d v n r r c 4 c o c h i rh i r u i m g

2.1.1.2 Chth nlng v,i nhien y! cta cong ty

C6ng L)' TNIIIj TM Thdnh riiau h nor dm vikinh doanh vdic6c chtc ning

' Chuy€n nua bin cic lorixe nr6r do Honda ny nhiCm

- Cung.iip cic Dhs Dng sdn pham xe ndychinh htng cna Honda

- C6c cOng ty thuo.g nai c6 vi rd quan lrang gdp phdn diau hoi cung cduhdng ho6 hen thirruing

- d L Ldng y r - u o n c m a i l a c h i a ! c l u 6 i e i n J , l n x u r ' \J , i F u d ! n g g i i p c h onsririsin xuAt phan ph6i hAIg hod, di,m bio cho qud trnnr sdn xudt, n6 cnng nhindapnngnhu ciu cna nsuoiti€u dirng

' Th6ng qua hoal d6ng quing bi, xric tian $umg nai cdc doanh nghiep,cong 1y thuong mai girip cho trha san xuAt kluyech tuong s,in !haD, khoi day nhu

cvHD: N$yan rhi ciLn Lom svrH: Nguyai rhi Mt xuy€n