eONG TY CO PHAN NHUQNG QUYEN THUONG M~IQuae Tt GIO

CHUaNG TRINH DAo TAO ca BAN•

eONG TY CO PHAN NHUQNG QUYENTHUONG M~I Quae Tt GIOCHUONG TRlNH DAo TAO ca BAN.

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Sau khi Hop dong tharn gia ban hang da d.p eo hieu lire, Nha phan phoi eo nghia vu hoanthanh kh6a dao tao duoc C6ng ty t6 chtrc theo Chirong trinh dao tao eo ban da duce dangky voi eo quan eo tham quyen.

Day la chuong trinh dao tao b~t buoc, kh6ng thu phi, danh cho nhirng ngiroi moi b~t dliutharn gia vao h~ thong.

Chuong trinh dao tao Co' ban duce C6ng ty t6 chirc mien phi. Nha phan phoi chi phai rnuabi) tai lieu dao tao tri gia 500.000 dong, bao gom: tai lieu gioi thieu v~ C6ng ty, Quy t~choat dong va Chuong trinh tra tlurong, tai lieu gioi thieu v~ cac san pham duce C6ng ty

kinh doanh theo phuong thirc da cap, tai lieu gioi thieu v~ phap luat lien quan d€n hoat dongban hang da c~p va san pham, tai lieu phuc vu dao tao cac ky nang eo ban d€ thirc hien hoatdong ban hang da c~p rni)t each hieu qua ...

Nha phan phoi sau khi hoan thanh Chirong trinh dao tao ea ban, se duce C6ng ty c~p Chirngchi dao tao eo ban v~ ban hang da c~p va The thanh vien mang hroi ban hang da c~p theom~u cua Bi) C6ng thuong.

re« clm:

- H9C vien h9C tdp nghiem tuc, thuc hanh a6yau ad vJ dao tao cho h? thong cua minh.

- Thanh cong chi adn voi ban khi ban tu dao tao va quem If; duoc h? thong cua minh.

- Thai gian kh6a h9C duce goi gon trong 4 buoi.

A. TRINH TV, THU Tl)C DAo T~O vA cAp CHUNG cat DAo T~O

1. Trinh t\l" thii tuc dao tao

- Hoc vien tharn gia kh6a dao tao phai thirc hien viec dang ky tharn gia theo thu tuc sau:

~ C6 Don dang ky tham gia (theo m~u do C6ng ty ban hanh). Don dang ky tharn giaphai nop v~ van phong C6ng ty cham nhat la met (01) ngay tnroc khi kh6a dao taobat dliu.

~ Kern theo Don la mot (01) ban sao Chimg rninh nhan dan hoac HQ chieu con trongthoi han sir dung.

- Nha phan phoi chap hanh dliy du trinh tu, thu tuc neu tren se eo ten Danh sach hoc vien.

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2. C§p clnrng chi

2.1. /)8i tuong QU(fcclip chteng chi

HQc vien tham gia d~y du s6 gio hoc theo quy dinh se duce C6ng ty d.p Clnrng chi dao tao eoban vS ban hang da cap.

2.2. Thii tuc cap chteng chi

I - C6ng ty c6ng b6 cong khai tai tru sa nhfmg ngiroi du diSu kien va se duce cfrp Chirng chidao tao eo ban vS ban hang da c~p.

- Chirng chi dao tao eo ban vS ban hang da cfrp duce tra cho hoc vien tai van phong C6ng ty.

13. CHUaNG TRINH DAo T~o eo BAN

I. Gn1I THI~U CONG TY GIO

~is"-

T'tNJY/Oe

Thai hrong:

Muc tieu:

NQi dung:

1 tieng

D~ hoc vien nam duoc eo c~u t6 chirc va hoat dong cua C6ng ty G 10

Gioi thieu vS G 10: Thanh l~p, t6 clnrc, nganh nghe kinh doanh va mang

hroi BHDC.

11. Hap DONG THAM GIA BAN HANG DA cAp, CHUaNG TRlNH TUTHUONG, QUY T.A.CHO~T D<)NG

2 tieng

Cung cfrp thong tin lien quan d~n Hop dong mftu, Chirong trinh tra thuong va

Quy t~c hoat dong cua C6ng ty.

Gioi thieu tfrt ea cac di€u khoan va di€u kien d~ Nha phan phoi tien hanh

hoat dong kinh doanh cung voi C6ng ty, cac Nha phan ph6i khac va cac

Khach hang ban le, Co che tra thu lao cua C6ng ty, bao g6m:

1. Cac quy t~c duce quy dinh trong Quy tac hoat dong cua G 10

(i) Quy t~c Dao dire cua G 10

(ii) Cac Chinh sach Nha ph an phoi

(iii) Cac Chinh sach Bao tro

(iv) Cac Chinh sach Nguoi tieu dung

(v) Cac Chinh sach khac.

2. Quy trinh

(i) D~t hang San pham & Tai lieu Ban hang

(ii) Tra lai San pham & Tai lieu Ban hang

Thai hrong:

Ml,lc tieu:

NQi dung:

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(iii) Quang cao & Tnrng bay San pham

3. HQ'P dong ban hang da d.p M~u

4. Co che tra Thu lao theo Chirong trinh tra thirong.

Ill. GJ(~n THI:E:U VE SAN PH.AM

ThOi hrong: 1 tieng

Cung c~p cac kien thirc ban d~u ve cac san pham cua G 10

Gioi thieu cac san pham cua G 10 (theo Danh muc san pham kinh doanh then

phuong thirc da cap da duce Cong ty dang ky voi eo quan eo tham quyen)

IV. QUY DJNH CDA PHAp LU~T VE BAN HANG DA cAp T~I VI:E:T NAM

Muc tieu:

NOi dung:

-~t•....

1. Gioi thieu ve Luat Canh tranh;

2. Gioi thieu Nghi dinh s6 42/2005IND-CP ngay 14/512014 cua Chinh phu ve quan ly

hoat dong ban hang da cap;

3. Gioi thieu Thong tu s6 24/20 14/TT-BCT cua BO Cong Thirong ngay 30/7/2014 va cac

quy dinh huong d~n thi hanh khac ve hoat dong ban hang da c~p;

4. Gioi thieu Nghi dinh 185/2013IND-CP ngay 1511112013 cua Chinh phu ve quy dinh

xir phat vi pham hanh chinh trong hoat dong thirong mai, san xuat, buon ban hang gia,

hang earn va bao v~ quyen loi nguoi tieu dung;

5. Cac van ban phap luat khac eo lien quan khac.

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IHIQIOto V. KY NANG BAN HANG co BAN I

Ban hang eo nghia la dua san pham toi khach hang. Dinh nghia tir "ban hang" duoc cong nhan

rong rai la dira sari pham cho khach hang. Tuy nhien, cling nhu bftt cir v~t don gian gi deu duoc

eau thanh tir nhieu nguyen t6 c~n phai duce xir ly va thirc hanh dung d€ dat rnuc tieu, viec ban

hang eo cac buoc phai tuan theo.

Khat vong vii muc tieu

1. Khat vong: Vi san anh/chi lai muon tham gia vao cong viec kinh doanh nay? Nhtrngkhat vong anh chi quyet tarn dat duce la gi va khi nao thi dat dtroc?

2. Muc tieu: Anh/chi du kien thu nhap ban nhieu? Bao nhieu khach hang hoac khachhang trien vong anh chi c~n bao tro mot ngay d~ eo duoc thu nhap do?

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Luu y: Sau day la cong thirc tinh thu nhap du kien:

Thu nhap du kien nam (chu y~u tu ban san pharn) chia cho s6 ngay lam viec va chia tiepcho s6 gio lam viec trong ngay. K~t qua la muc tieu tinh theo gio ma anh, chi d.n dat.

Cac bU'O'cban hang

1. Tim hieu v~ sari pham2. Tim khach hang3. Tim hieu v~ khach hang4. Giup khach hang5. Quan h~ gitra ban va khach hang

Ki~n thITC san ph§m

1. 100% san phiim Ciing ty lil tieu dung

Ten cac san pham tieu dung hien eo Ten san pham dung thir

2. Chuyen gia sdn phiim Ciing ty

o Khach hang cua anh chi muon biet cac thong tin v~:San pham nay la gi?Cac dac tinh cua san pham la gi?San pham nay t6t hon cac san pham khac nhu th~ nao?

o Chon met sari pham Cong ty va tra loi 5 eau hoi v~ san pham do.

o Sir dung dac tinh san pham d~ tu tra loi cac eau hoi: Tac dung chinh cua sanpham la gi?

o Sir dung d~ng c~p cua san pham d~ tra loi cac eau hoi: San pham nay se eokhac biet voi cac sari pham cung loai nhu th~ nao?

D~c tinh cua san pham: v~ ~n nrong cua khach hang d6i voi san pham. San pham h6 trocho khach hang khi mua san pham tu anh/chi. Nhu d.u mua san pham it nhieu phu thuocvao viec khach hang nam duce toi mire nao v~ tfrm quan trong cua d~c tinh san pham vakhach hang bi~t ra nhu th~ nao.

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:6Q;IG(

f)~ng c§p cua san pharn: tlurong g~n voi cac dac tinh cua san pham khi gioi thieu san phamdo toi khach hang. Nh~m giup anh/chi tlnrc hanh biroc nay, chung toi c6 mot s6 diu n6i maanh, chi c6 th~ dung lam "eau n6i" gitra dac tinh cua san pharn va d~ng c~p cua san pham,

Vi du ciia cac diuDieunay la quan trong vi san pham se giup anh, chi ti~t kiem nhieu.Va a~h, ,chi :e ~i~t r~n~gd!c ti~h xuat s~c nay quan trong vi .Do eo cac dac tinh xuat sac do .

"Chu§n b] sin sang voi ki~n tlnrc san pham"

Tim khach hang

Cong ty la cong viec kinh doanh v~ cong chung. Hay nho dieu gi ma cong chung xem la quantrong nh~t, chir khong phai anh/chi. B6'i chinh vi le nay, anh/chi se d~t ra muc tieu ai se la khachhang trien vong c~n toi san pham cua anh/chi va ai c6 th~ dua anh/chi toi ngiroi se c~ san

pham cua anh/chi.

1. Bdt drlU voi nguoi ma anh eh] bih

Ban be (ban hQCTrung hoc, ban hoc Dai hoc, ban hoc Ngoai ngft .... )Hang x6m (nhtrng nguoi 6' quanh khu VlJCban sinh song .... )Bac si riengTho lam t6cD6ng nghiep (tai eo quan dang lam viec, hop tac .... )Nguoi ban hang 6' cira hang tlnrc pham g~n nha

2. Nguoi dU(Jcban anh, eh] gioi thiru hoijc dan m6i

3. Nhiing ngutri kluic

"Ten nhirng nguot toi bi~t"Khach hang trien vong cua Cong ty

Thong tin nhtmg ngiroi ban Ten So di~n thoaiB~n hoc

Dong nghiep cflDong nghiep hien nay

Nguoi quen khi tham gia the thaoNgiroi quen qua cac SlJkien xa hoi

Hang x6m cfiHang x6m hien tai

Nguoi ban hang thirc phamBac sy

Nguoi lam Thu yNhan vien buu dien

Ngiroi lai xe 0 toThay co giao

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Thong tin ciia khach hangHQ va ten Dien thoaiDja chi EmailTinh trang hon nhan So conLoai nha a Lo~ixeSa thichCong viec

Ky thuat bao trO'

Thu tuc ban hang Thii tuc bao trQ'

Kien thirc san pham Chuong trinh thu lao cua cong tyTim kiem khach hang tieu dung Tim kiem khach hang trien vong tham gia mangTiep can va hen gi:lP Tiep c~n va hen gi:lPTao thuan tien cho viec mua hang Gioi thieu eo hoi kinh doanhDuy tri quan h~ tot voi khach hang Len ke hoach theo doi va giup dO'

Thti tuc bao trO'

1. C6 kien thirc v~ cong ty, san pham va hieu v~ chuong trinh thu lao, chuong trinh ban hang2. Tim kiem nhirng khach hang trien vong tham gia mang hroi ban hang da d.p cua cong ty3. Ti~p c~n va hen gap d~ chia se thong tin4. Gioi thieu eo h9i kinh doanh5. Duy tri quan h~ voi tuyen diroi, len k~ hoach theo d5i thirc hien va giup dO'

K~ hoach d§n nhap

Ten cua Nha phan phoi tham gia mang hroi ban hang da c~p .

N ' dA tie ~gay au ien g~p .Ngay tham gia mang hroi .

1. Ki~n tlnrc v~ san pham va chuong trinh thu laoSe gap ngay vao luc .. d~ theo doi.. .

2. Tim khach hangGap d~ thu nhan ten khach hang ngay vao luc .

3. H~? gi:lpkhach hang,G~ dA d' a kh A hi , , I'~p e ao tao va uyen ng !ngay vao uc .

4. Gioi thieu eo hoiNgay luc .

5. Theo doi ket qua

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NIrH:\.~~

r :

Danh muc cac vicc c§n co khi giOi thicu CO'hoi

1. Cac tai lieu dn thiet, sach bao, van phong pham2. Cac tai lieu v~ cong ty, san pham

Xac nhan gap v6'i tirng ngU'()'idU'o'cmO'i

Cac di~m chinh cua giOi thieu

1. Ki~m tra ky nang thuyet trinh tnroc nhtrng ngiroi khac2. Ton trong phan h6i cua nhfrng nguoi ki~m tra (loi ich)3. Ton trong cac chuyen cua rieng minh v~ Cong ty

Co thai do phD hO'p vO'itirng trU'{mg hO'p

VI. BAo T~O DJCH Vl} KHAcH HANG - KY NA.NG CO BAN 11

Muc tieu cua chung toi la giup anh/chi tra loi duce cac diu hoi sau:

Ai la khach hang?Ky thuat va ky nang phuc vu khach hang la gi?Lam th~ nao anh/chi c6 th~ tin urong duce rang anh/chi da phuc vu khach hang t6tnhat m6i l§n?Cach gi hieu qua nhat d~ phuc vu khach hang khi c6 vfin d~?

Vi sao c§n phuc vu khach himg?

Mot eo sa dao tao phuc vu khach hang bao cao rang tim kiem khach hang mat thoi gian gfip5 l§n duy tri khach hang hien c6. Vi vay, phuc vu khach hang t6t la phan thiet y€u cua kinhdoanh.

Ai co trach nhicm phuc vu khach hang?

Khi n6i v~ phuc vu khach hang chung ta thirong nghi v~ nguoi hoac b('>phan chiu trachnhiem v~ viec nay. Tuy nhien nhimg nguoi c6 nhiem vu phuc vu khach hang chi la dai diencho viec phuc vu nay. Thuc ra, moi nguoi tu Giam d6c, Nha phan phoi d€n nhan vien congty deu chiu trach nhiern thoa man viec phuc vu khach hang. Mot khi khach hang hoi hoacyeu c§u giup dO',anh/chi c6 eo hoi cung cfip dich vu khach hang t6t.

Cac bU'6'c

Cac biroc phuc vu khach hang nam trong sa d6 ky nang h6 tro eo ban va cac buoc chung.Do la mfru dua anh/chi vao ky thuat phuc vu khach hang theo tirng buoc.

Chao hoi khach hang: Lam cho khach hang vui veXac dinh nhu eau: d~ hieu nhu c§u va mong rnuon cua khach hangThao tac: d~ dap ling nhu d.u khach hang

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K~t luan phuong phap lam viec: d~ xac dinh cac phtrong phap thuc t~ se dung d~giup khach hang.Danh gia: Lieu se dap irng duce nhu c~u khach hang hay chua, N~u da, khach hanghai long.K~t thuc cuoc n6i chuyen

Cac ky nang

C63 ky nang eo ban d~ nho ma anh/chi c6 th~ dung cho phuc vu khach hang, nhat la khi ho d~n

hoac muon gap rieng.

1. Bi~u traH6i d~ bi~t nhu eau,Th~ hien anh/chi nam diroc thong tin d6.

2. Tra loi mot each c6 trach nhiernLang ngheTap trung vao di~u khach hang quan Him bang chu trong vao an nrong nhieuhon la thong tin ma khach hang cung cap. Tra loi met each chu dao voi y kienkhach hang. Tuy nhien, anh/chi khong phai hie nao ciing d6ng y voi ho.

3. Cap thong tinXac nhan cac thu tuc thirc t~ d~ dam ban SlJ tin tuong cua khach hang.Cap thong tin chuan xacMoi chao cac mat hang thay th~ khac.

Y thrrc

Sau day la cac ky thuat th~ hien y thirc tich ClJC:

1. Anh/chi khong chi th~ hien giong dieu ma ea Cll' chi, net mat va ea cac ngon ngtr, bQdieu khac.

2. Y thirc cua anh/chi khong c6 gioi han. N~u anh/chi khong kiern soat duce tinhhuong, anh/chi c6 hai lua chon: hoac tranh dau hoac thay d6i y thirc cua anh/chi v~viec nay. Anh/chi c6 th~ kiem soat duce bieu hien cua minh la ky thuat t6t nhat d~ irutien h6a S\I viec.

3. Anh/chi c6 th~ cuoi va vui ve k~ ea khi khong cam thay nhtr vay. Hay lira chon dS trothanh nguoi tro thu giup khach hang cua minh.

4. Hay s6t sang voi moi eau hoi k~ ea nhtrng eau anh/chi khong cho la quan trong.5. Quan tarn toi moi nguoi nhir nhau (nhung anh/chi phai luon quan tarn toi khach hang

cua minh tnroc).6. Nghi v~ yeu eau cua khach hang hoac cac tinh huong kh6 khan la eo hoi d~ anh/chi

phuc vu khach hang t6t nhat. C6 giai quyet van d~ d6 voi Y thirc tich ClJC. Khongduce n6i hoac nghi rang dieu d6 la khong the.

Cac nhan tfi

1. S\I tin urong la quan trong hon bat cir cai gi.2. Bap irng nhanh ch6ng3. Xac nhan4. Quan tarn5. Cac bien phap htru hinh va vo hinh xet tu quan diSm cua khach hang.

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Ky thuat tra loo dieD thoai

Ky thuat tra Ioi dien thoai chuan xac la r~t quan trong d6i voi dich v1.Ikhach hang. Cac kythuat tra loi dien thoai t6t, lich sir nhu sau:

1. Tranh ngat hoi thoai voi nguoi tren dirong day dien thoai2. Xac dinh dll t~t dien thoai tnroc khi ban viec cua khach hang d6 voi ngiroi khac3. Khong duce an, uong khi tra loi dien thoai4. C6 tra loi dien thoai mot each nhanh nh~t c6 th~. Khong duce d~ chuong reo qua 3

Ifm5. Khi c~n tarn ngung duong day dien thoai voi khach hang d~ n6i voi duong day khac,

anh/chi phai bao cho khach hang biet va duce ho chap thuan thi moi lam.

QUaD Iy tiDh hu6Dg kh6

1. Luon lich sir va y tu2. Ki~m soat cam xuc va tinh cam3. Kien nhan voi khach hang va d~ ho trinh bay v~n d€4. C6 hieu r5 tinh huong tnroc khi quyet dinh5. N6i nang r5 rang va gift binh tinh6. Chan thanh xin l6i v€ sai s6t hoac b~t tien ma khach hang c6 th~ gi[tpphai hoac khi

khach hang c6 ve m~t long.7. T~p trung vao:

Xac dinh van d€Tim giai phap cho van d€Thoa thuan voi khach hang v€ thoi gian c~n d~ giai quyet v~n d€Luon theo d5i cac v~n d€ cua khach hang d~ dam bao ho hai long.

C. BDI DUONG DJNH KY CHO NHA PHAN PHDI

- Thai gian boi duong kien thirc dinh ky cho nguoi tham gia: 02 ngay

- Sau 06 thang thi nguoi dll tham gia se duce b6i duong kien thirc dinh ky mot l~n va kh6a

h9C se duce t6 chirc vao thir 5 va thir 7 hang tuan. Lich trinh chi tiet cua kh6a b6i dirong

kien thirc dinh ky se duce Cong ty len k~ hoach va cong b6 trong tirng thoi di~m tai van

phong Cong ty.

D. NOI DUNG BDI DUONG DJNH KYQuAN LY NHOM f){)1 - xAc DJNH MT)C TIEU NHOM DOl VA QUAN LY THOI GIAN

I. NgUyeD t~c X3C diDh muc tieu

1. Chinh xac

2. C6 th~ kiem tra

3. C6 tinh thach tlnrc

4. Hien thuc k~t hop voi thirc t~

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t I

('n. Phan tich ghii thich muc tieu

1. S~p xep thoi gian va cac biroc cu the dat d~n muc tieu

2. Xac dinh k~ hoach hanh dong muc tieu

3. Quan 1y virot muc tieu

I Ill. QUaD IV th(ri gian

1. Thai gian la c6 may khong ch~ v~n menh cua m6i ngiroi

2. Thai gian la tai nguyen quy gia nhat

3. Bay nguyen t~c d€ quan ly t6t thoi gian

Thai gian la doanh thu (thanh tich).

Ha Noi, ngay 26 thdng 4 nam 2015

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