Mot So Giai Phap Nang Cao Hieu Qua Ban Hang Tai Co - fy1OvKMvKc

Kha lun tt nghip
GVHD: ThS.Nguyn Th Tuyt Mai
CHNG 1:
c s L LUN V HOAT NG BN HNG
1.1.
KHI NM, BN CHT, VAI TR CA HOT NG BN HNG

1.1.1. KHI NIM HOT NG BN HNG
- Bn hng l hot ng kinh t nhm bn c hng ha ca nh sn xut cho tt c
cc i tng tiu dng khc nhau trong x hi.

- Nh vy hot ng bn hng l mt qu trnh trong ngi bn tm hiu khm
ph, gi to v p ng nhng nhu cu hay c mun ca ngi mua p ng quyn li
tha ng v lu di ca c hai bn.
1.1.2. BN CHT HOT NG BN HNG
- Bn cht ca hot ng bn hng c th hin r rng rng c hai bn ngi mua
v ngi bn u c li trong thng v y. Nhng ngi trong lc lng bn hng c
t ra trong nhiu chc danh, no l ngi bn hng, i din bn hng, i din nh sn
xut, gim c ph trch khch hng, nhn vin k thut ph trch khch hng, nhn vin
k thut ph trch bn hng, gim c khu vc, v bit bao chc danh a dng khc na, tt
c ngi nu trn u c im chung l tip xc vi khch hng, v c trch nhim trc
tip v vic bn sn phm hay dch v ca cng ty h.
1.1.3. VAI TR CA HOT NG BN HNG
- Bn hng l hot ng rt quan trng ca doanh nghip, n nh hng n s tn
ti v pht trin ca doanh nghip trn th trng, bn hng c mt s vai tr nh sau:
- Trc tin bn hng l trung gian quan trng ca doanh nghip: v hot ng bn
hng l cu ni trung gian a hng ha t ni sn xut n ngi tiu dng trong x hi
nhm phc v cho nhu cu ca h, nh hot ng bn hng m doanh nghip gim thiu s
lng tip xc trc tip vi khch hng.
- L hot ng thu thp thng tin: hot ng bn hng l thng xuyn tip xc vi
th trng nn chnh hot ng l knh truyn dn thng tin cho th trng v khch
hng v ngc li. Do ngi i din bn hng phi l cu ni thng tin chnh xc t
cng ty n khch hng nh thng tin v sn phm mi, v chnh
SVTH: Nguyn Th Thanh Trinh
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Kha lun tt nghip
sch chng trnh nhng thay i thng s k thut trn sn phm v nhng chuyn bin v
iu kin th trng, thng qua nhng i din m cng ty c th xy dng nhng quan
h tt p vi khch hng bng vic thng xuyn thng tin cho nhng tin tc hu ch c
tc ng mnh m n quyt nh mua sn phm ca cng
ty.
- Thi hnh nhng chng trnh tip th: thng v hon thnh mt na khi kt thc
vic bn hng n tay khch hng, quan nim thng v trn vn l khi kt thc vic bn
hng m ngi i din bn hng tip tc tip xc vi khch hng m bo khch hng
tn dng trn vn mi tnh nng tip th cn thit l ni qung b sn phm cho ngi tiu
dng nm bt c. Qu trnh ny phi tham gia phi hp cht ch gi nhng k hoch
marketing ca cng ty.
1.2. MC TIU V S CN THIT KHCH QUAN CA HOT NG BN
HNG:
1.2.1. MC TIU CA HOT NG BN HNG
- Tha mn nhu cu ca doanh nghip: Bn c nhng sn phm sn xut ra
mt cch nhanh chng nht thu hi vn v ti a ha li nhun cho doanh nghip. Mc
khc bn hng l ni thu thp thng tin cho doanh nghip, doanh nghip bit nhng u
im v nhc im ca doanh nghip trn th trng t c chnh sch cho ph hp.
Tha mn nhu cu ca khch hng: p ng li ch, mong mun, c vng trong sinh hot,
i sng ca khch hng.
1.2.2. S CN THIT KHCH QUAN CA HOT NG BN HNG
- Mc tiu hot ng ca cng ty quan trng nht l li nhun v c li nhun cng ty
mi tip tc hot ng v th hot ng bn hng l hnh thc trc tip em li li nhun
cho cng ty, ngoi ra hot ng bn hng pht trin thng hiu sn phm cho doanh
nghip, v vy hot ng bn hng l b phn khng th thiu trong cng ty d l cng
ty dch v hay sn xut.
1.3. NI DUNG CA HOT NG BN HNG:
- Hai yu t quyt nh thnh cng ca hot ng bn hng chnh l lc lng bn
hng v khch hng. Sau y ta s nghin cu 2 yu t trn
Trang 2
Kha lun tt nghip
GVHD: ThS.Nguyt Th Tuyt Mai
1.3.1. LOI KHCH HNG

- Bn hng bao gm s tip xc vi khch hng v ngi s dng trin vng hon l
tng ngi s dng ring l. C bn loi khch hng: Thng mi, t chc, chuyn nghip
v c nhn. Theo thng l, lc lng bn hng ch phc v mt trong bn loi ny. Y mi
loi i hi mt n lc hi khc nhau. Sau y chng ta s xem xt tnh cht ca tng loi.
1.3.1.1. Ngi trung gian (thng mi)
- Vic ra i cc trung gian (thng mi) thc hin chc nng phn phi sn phm
gip cho cc doanh nghip chuyn mn ha sn xut, mc d h mt quyn kim sot v
s hu hng ha th nhng s dng trung gian c cc u im sau:
+ Phn phi hng ha rng, a hng ha n th trng mc tiu nh mng li
trung gian thay v nh sn xut phn phi trc tip.
+ Gim bt hng tn kho, chuyn giao hng ha qua cc kho trung gian. Tit kim chi
ph lu kho.
+ Trung gian gip cc doanh nghip iu ha cung cp hng ha, gim khong cch
v a l gia sn xut v tiu dng
C hai loi trung gian sau:
* i l (Agent): l trung gian thc hin vic phn phi nhng s hu cc loi
hng ha m mnh phn phi. i l s nhn hoa hng trn gi bn sn phm.
* Ngi bn s (Wholesaler): thc hin vic mua, s hu, lu kho, vn chuyn
vi s lng ln v bn li cho ngi bn l v cc cng ty sn xut kinh doanh khc
* Ngi bn l (Rretailer): trung gian bn hng ha cho ngi tiu dng cui
cng
* Ngi mi gii (Broker): cc trung gian gii thiu cho ngi mua v ngi bn
gp nhau, h tr cho thng lng gia i bn.
* i l h tr (Facilitating agent): l t chc kinh doanh tr gip cho vic thc
hin cc nhim v phn phi (cc cng ty vn ti cng ty kho bi, ti chnh)
L i din bn hng ca cng ty ta nn quan tm n hot ng mua hng v nhiu
trch nhim chng hn nh:
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Kha lun tt nghip
+ Duy tr ci thin mc mua v ng h sn phm ca cc trung gian i vi

cng ty.
+ Thuyt phc cc trung gian thng mi ct tr cc sn phm mi ca
cng ty.
+ Cng c hot ng ng h cc chng trnh chiu th ca cng ty n cc trung
gian thng mai
+ Theo di cc hot ng cnh tranh c thng tho hp l vi cc trung gian.
1.3.1.2, Ngi mua cng nghip (t chc)
- T chc bn hng thng trc tip n khch hng cng nghip hay khch hng t
chc (l cng ty nh nc, cc doanh nghip t nhn....) th quan h vi ph trch mua
hng l k s, cc phng k hoch v vt t v cc nhn s khc - nhng ngi ra quyt
nh mua sn phm cho chnh cng ty h s dng.
1.3.1.3, Ngi mua chuyn nghip
- Nhn vin bn hng c cc khch hng l nhng ngi c chuyn mn ( k s, k
ton vin, cc cng ty cng sn phm vi cng ty chng ta...) c mt trch nhim bn hng
khc. H phi quan h vi nhng ngi ny, khng phi coi h l ngi s dng hay l
ngi mua i bn li, m cn phi coi h nh l nhng ngi hng dn hay ngi nh
hng n quyt nh mua.
1.3.1.4, Ngi tiu th c nhn (bn l)
- Mi trng bn hng cho i tng l ngi tiu th c nhn c hai loi: bn l v
bn trc tip (thng c gi l bn tn nh). Hnh thc bn l ti ca hng mang tnh th
ng.
- Bn hng trc tip tch cc tm kim cc c hi trnh by vi cc c nhn v cc
h gia nh nh hay cc vn phng lm vic. Ngi tiu dng hay nghi ng ngi bn
hng trc tip. Y vy, trong cch tip cn khch hng, ngi bn phi to ra mt cm gic
ng tin cy cho khch hng trin vng.
1.3.2. PHN LOI Lc LNG BN HNG
Lc lng bn hng l cu ni c bn nht gia cng ty v th trng. Lc lng bn
hng c chia ra lm ba loi: lc lng ca cng ty, i l c hp ng, v lc lng hn
hp.
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Kha lun tt nghip
- Lc lng bn hng ca cng ty: gm tt c nhng nhn vin c trch nhim trc
tip n hot ng bn hng. Lc lng bn hng ny c th chia ra lm hai loi: bn trong
v bn ngoi.
+ Lc lng bn hng bn trong: Hu ht lc lng bn hng bn trong thng tp
trung mt c s, vn phng v lin h ch yu vi khch hng thng qua in thoi hay
tip th t xa.
+ Lc lng bn hng bn ngoi cng ty (vnphng): Lc lng bn hng bn
ngoi cng ty thng thng c tri theo a bn kinh doanh, v hot ng c hiu qu
th iu kin cn l a bn kinh doanh phi c mt s lng khch hng ln. Ngoi tr
hot ng bn l, a s lc lng bn hot ng bn ngoi v hng ngy h phi trnh by
sn phm ca cng ty cho khch hng v khch hng tim nng.
- i l hp ng: H l nhng c nhn, hip hi, hi bun hnh ng c lp i
din cho hai hay nhiu nh sn xut hoc cung ng dch v trong mt vng lnh th qui
nh da trn c s hoa hng nhng thng l nhng sn phm khng mang tnh cnh tranh
vi nhau.
- Lc lng bn hng hn hp: y l lc lng hay s dng ng thi i ngy nay,
vi s kt hp ca ba lc lng trn chim lnh th trng v xm nhp nhiu loi th
trng khch nhau.
1.3.3. PHN LOI BN HNG
1.3.3.1. Bn hng sng to
- L ngi bn hng nhn ra nhu cu ca ngi mua v xc nh bng nhiu cch
khc nhau c th p ng tt nhu cu ny bng sn phm ca cng ty. Cng c lc nhn
thy nhu cu th r rng nhng gii php th khng r rng. Trong bi cnh y, nhn vin
bn hng cn l nh t vn, h dng nhng kin thc chuyn bit ca mnh gip khch
hng gii quyt vn . Lc lng bn hng ph trch cc khch hng cng nghip v
khch hng chuyn nghip th i hi kh nng sng to thng xuyn.
1.3.3.2. Bn hng phc v
- Nhim v bn hng phc v i km vi bn l tuy nhin cc hot ng tng
t c th ny sinh trong cc mi trng bn hng khc. Cng vic chun b v x l n t
hng, gii quyt cc vn thanh ton cng n cng l cc chc nng quan SVTH: Nguyn
Th Thanh Trinh
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Kha lun tt nghip
trng phc v cc khch hng trung gian v cng nghip. Sn phm, nhn hiu v gi c
cc nh phn phi cnh tranh thng ging nhau ch c cc yu t v cung cch phc v l
yu t phn bit cc nh cung ng khc nhau m thi.
1.3.3.3.
Bn hng tuyn truyn
- Nhn vin bn hng tuyn truyn ca nh sn xut s h tr ti cc khch hng trc

tip ca cng ty (ngi bn s) bng cch cung cp cc thng tin v tr gip khch hng
gin tip.
1.4.
CC PHNG PHP NGHIN cu HOT NG BN HNG

1.4.1.
KH NNG TRI THC:
- Ngi bn hng khng cn phi c trnh cao c th x l trn my tnh. Tuy

vy trnh ph thng cao s gip ch rt nhiu cho ngi bn hng trong vic tip cn
khch hng v thng tho v k hp ng. Tr nh tt v dai d nhn din cc khch
hng, nhng tr thnh i din bn hng th kh nng tri thc phi c l: bit r sn
phm, bit r th trng, bit r i th.
1.4.2.
NHNG KH NNG V TH CHT :
- Sc khe l tr ct. Phi c sc khe mi c th lm mt ngh cn nhiu hot

ng nh ngh bn hng. Phi l ngi khe mnh mi t ch, dn tm khi tip mt v
khch kh tnh.
- Ngi bn hng cn phi c mt dng iu lch s, thanh nh, khng rm r nh
kch s sn khu, cng khng th l ngi th kch.
- Li n ting ni phi m tai, chm ri qung b sn phm v thuyt phc khch
hng.
- Trung thc v gi uy tn vi khch hng nhm gy s tnh nhim ni khch hng.
- Trang phc phi tm tt, ng n to n tng u tin khi gp khch hng.
1.4.3.
NHNG KH NNG V TM THN :
- im tnh v t ch khi khch hng c n m khng sng s, hoc c th

nghe li ch trch m khng bc minh.
- Mun chinh phc ngi trc ht phi chinh phc mnh. Phi c lng t tin.
Kha lun tt nghip
- chi nhn ni: Mun bn c hng u phi chuyn d. Nu khng kin tm v

nhn ni kh m thnh cng.
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1.4.4.
NHNG KH NNG KHI BT THNG CHC :
Khi bt mt ngi bn hng ln chc v cao hom cn xem xt cc k nng sau :

* K nng gii quyt vn
* K nng lp k hoch
* K nng lp t do
* K nng v hng dn v o to
* K nng nh gi
1.4.5.
TIP CN KHCH HNG :
C 3 bc tip cn khch hng:

* Tm kim khch hng
* Tm hiu v nghin cu v tim nng ca cng ty i tc lm n
* Ln k hoch t m cho vic tip xc khch hng
1.5. CC YU T NH HNG N HOT NG BN HNG
C hai nhn t nh hng n hot ng bn hng; nhn t bn ngoi v nhn t
bn trong cng ty.
1.5.1.
NHN T BN NGOI:
Gm cc nhn t :
+ Ngun thng tin (Thomg mi, x hi)
+ Nhn t x hi (Vn ha, tng lp x hi, Nhm tham kho, Nhnh vn ha) +
Nhn t i th cnh tranh (gi c, mng li phn phi, phm vi hot ng, chng trnh
hot ng ca h)
+ Nhn t tm l (ng c, Nhn thc, S hiu bit, C tnh, Thi )
+ Nhn t khc (tnh hung khch quan, tnh hung khng kim sot c, lut l ca
nh nc, khoa hc k thut...)
1.5.2.
CC NHN T BN TRONG:
Gm c mc tiu ca cng ty, chin lc sch lc marketing ca cng ty, sn phm

cng ty, cc yu t khc (nn vn ha doanh nghip, cng on, yu t khng kim sot
c...)
Kha lun tt nghip
+ Mc tiu ca cng ty: mi cng ty iu c s mng v mc ch ring ca mnh, b

phn bn hng cng phi c s mng v mc tiu ca mnh da vo nhng mc ch nh
th ngi bn hng c tiu ch phn u hon thnh mc tiu ra.
+ Chin c v sch luc marketng ca cng ty
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+ Sn phm cng ty: khi k hp ng mua bn th yu t xem xt l sn phm cng ty

nh sn phm tn kho, sn phm mi nhp...ngi bn da vo sn phm hin c cng ty
m quyt nh trong hp ng mua bn.
+ Cc yu to khc: Ngoi ra hot ng bn hng cn b nh hng cc yu t khc
nh vn ha ca cng ty, cng on, cc yu t khng kim sot (h hng, sn phm, thin
tai...).
1.6.
CC TIU CH NH GI CHT LNG CA MT H THNG BN
HNG:
1.6.1.
TNH CHUYN NGHIP CA Lc LNG BN HNG:

1.6.1.1.
Hnh vi c x
- Thi v c x ch khi giao tip vi khch hng

- Mi quan h vi khch hng
- Cc hot ng giao tip vi khch hng (th t, in thoi,..)
1.6.1.2.
Tnh v k nng chuyn mn
- Kin thc v sn phm

- K nng bn hng
- K nng giao tip
- Kh nng x l om hng
- Kh nng x l tnh hung v dch v sau bn hng
1.6.2.
CC CHIN LC BN HNG
1.6.2.1,
Chin lc knh phn phi
- S knh phn phi c b tr

- Hiu qu hot ng ca cc knh phn phi
- Kh nng gii quyt xung t gia cc knh phn phi
1.6.2.2.
Chin lc xc tin
- Tc ng ca truyn thng i vi khch hng thng qua nhn thc ca h sau khi
tip nhn cc thng ip m cng ty a ra.
Kha lun tt nghip
- Tc ng v mt thng mi: So snh doanh s v th phn trc v sau khi c hot

ng truyn thng.
1.6.3. GI TR LI CH MANG LI CHO KHCH HNG
1.6.3.1.
nh gi dch v bo hnh hu mi
- Thc hin ng nhng cam kt v ch dch v bo tr, bo hnh i vi cc sn

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phm dch v.
- nh gi mc x l cc khiu ni ca khch hng.
- Mc quan tm v mi lin h vi khch hng sau hu mi.
1.6.3.2.
nh gi mc hi lng ca khch hng
- Kho st mc hi lng thng qua t l khiu kin, cc bng gp

- Kho st qua t l khch hng c so vi khch hng mi
1.6.4.
NH GI QUA MT S CH TIU KINH DOANH

1.6.4.1.
Doanh s bn hng
- Chnh lch doanh s nm ny so vi nm trc

- Doanh s bn cho khch hng mi
- Tng doanh s bn theo khch hng
- Tng doanh s bn theo sn phm
1.6.4.2.
Li nhun
- T s li nhun rng trn ti sn (ROA)

- T s li nhun rng trn vn ch s hu (ROE)
- T s li nhun trn doanh thu
1.6.4.3.
Chi ph bn hng
- So snh chi ph bn hng nm nay so vi nm trc

- T l chi ph bn hng trn doanh thu
1.6.4.4.
S khch hng mi
- S khch hng mi giao dch vi cng ty

1.6.4.5.
S khch hng mt i
- S khch hng ngng giao dch sau mt khong thi gian nht nh
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Kha lun tt nghip
CHNG 2:
PHN TCH THC TRANG HOAT NG BN HNG
TAI CNG TY TNHH TM & DV MY TNH L GIA
2.1.
LCH S HNH THNH V PHT TRIN CA CNG TY:

- Cng ty trch nhim hu hn thng mi - dch v my tnh L Gia l mt cng ty
t nhn, c t cch php nhn, c con du ring.

+ Tn gi: Cng ty trch nhim hu hn thng mi - dch v my tnh L
Gia.
+ Tr s: 2B ng s 20, Phng 5, Qun G Yp, Thnh Ph H Ch
Minh.
+ M s thu: 0305278507 + in thoi: (848)
62721090 -39848113 + Giy php ng k kinh
doanh s: 4102055377 + Fax: 39848113
+ Email: ino@sieuthimavbo.net + Website:
www.sieuthimavbo.net
+ S vn ng k kinh doanh : 550.000.000 (nm trm nm mi triu
ng).
+ Ngnh ngh kinh doanh: Chuyn kinh doanh cc mt hng my tnh, linh
kin ca my tnh.
- Cng ty trch nhim hu hn thng mi - dch v my tnh L Gia c thnh
lp v i vo hot ng ngy 04 thng 10 nm 2007 theo giy php kinh doanh s
4102055377 do S K Hoch v u T Thnh Ph H Ch Minh cp ngy 04 thng 10
nm 2007.
- Cng ty chnh thc giao dch vi khch hng ti so 2B ng s 20, Phng 5,
Qun G Yp, TP H Ch Minh.
2.2.
CHC NNG, NHIM v, NH HNG PHT TRIN CA CNG TY:
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Kha lun tt nghip

2.2.1.
CHC NNG
- Cng ty chuyn kinh doanh trong cc lnh vc v my tnh, cc linh kin v ph

tng ca my tnh nh: Ram, my b, my tnh xch tay, mn hnh tnh th LCD,...
- Cung cp cc dch v v bo tr, sa cha my vi tnh. Phc hi d liu b mt trn
mi thit b lu tr.
-
Khi phc password cc tp tin d liu quan trng.
- Thanh ton theo dung lng khch hng cn phc hi, cung cp cng ngh thit b
hin i v phn mm nghin cu d liu chuyn nghip.
2.2.2.
-
NHIM V:
ng k kinh doanh v kinh doanh ng ngnh ngh ng k.
- Xy dng chin lc pht trin kinh doanh ph hp vi chc nng, nhim v v

nhu cu ca th trng.
- Thc hin ngha v m bo an ton trt t, thc hin tch cc phong tro phng
chy cha chy.
- Chu trch nhim trc php lut v khch hng v cc sn phm m cng ty cung
cp.
- Np cc khon thu theo quy nh ca nh nc, nhm lm tng ngun thu cho
ngn sch nh nc.
- Chu s kim ra ca c quan qun l theo quy nh ca php lut, tun th cc quy
nh ca cc c quan thanh tra nh nc c thm quyn.
- Thc hin ch v qun l vn, ti sn, k ton thng k, ch kim ton v
cc ch khc do php lut quy nh, chu trch nhim v tnh chnh xc ca cc bo co
ti chnh ca cng ty.
2.2.3.
NH HNG PHT TRIN:
- p ng tt nhu cu ca khch hng. Lun lun xem trng v khng ngng n lc

nng cao k nng bn hng cng nh cung cch phc v khch hng.
-
Tip cn v m rng th trng hot ng kinh doanh.
- Lun nm bt thng tin v i th cnh tranh: Cc thng tin v gi, sn phm,

chnh sch bn hng, h thng knh phn phi v dch v sau bn hng,....
-
Xy dng i ng nhn vin ngy cng chuyn nghip.
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Kha lun tt nghip
- Xy dng mi quan h tt p vi khch hng hin c, nh cung ng cng nh

trung gian trong knh phn phi ca cng ty v tm kim khch hng tim nng.
- M rng chin lc marketing th trng trong nc, tham gia cc hi ch trin
lm nhm gii thiu n khch hng sn phm v cc dch v km theo ca cng ty.
- Cng ty lun hng v mc tiu phc v tt nhu cu ca khch hng trn nguyn
tc hp tc bn vng, lun to nim tin cho khch hng, thc hin y cam kt, tha
thun trong hp ng vi i tc nhm gi uy tn trn th trng.
- Qun l v s dng i ng nhn vin theo ng ch chnh sch lao ng - tin
lng theo quy nh hin hnh ca Nh nc.
2.3.
C CU T CHC:
(
N
GIM C
V.__________________
PHNG
HNH
CHNH
NHN
PHNG
K
TON
PHNG
KINH
DOANH
V__________
V__________
/-----NHN
VIN
BN
HNG
V
V__________
(-----
NHN
VIN
K
TON
PHNG
BO
HNH
PHNG
K
THUT
V__________
( \ NHN
(-----
NHN
VIN
GIAO
NHN
VIN K
THUT
V
____________
\
KHO
V_________
(^
V______
J
NHN
VIN
BO
HNH
(\
NHN
VIN
KHO
LJ
S 1.1: B my t chc ca Cng ty L Gia - Gim c: L i

din php nhn ca cng ty, chu mi trch nhim trc nh nc v php lut, tnh hnh
kinh doanh ca cng ty. iu hnh mi hot ng ca cng ty, ra cc mc tiu chin
lc, Ch o v qun l cc phng chc nng. T chc thc hin k hoch kinh doanh v
phng n u t ca cng ty.
Trang 12
Kha lun tt nghip
- Phng hnh chnh nhn s: Thc hin cng tc ti chnh, tuyn dng v o to
nhn vin. Thc hin cc cng vic lin quan n nhn s, xy dng, pht trin, qun l v
kim sot cc lin quan n nhn s theo quy nh ca php lut v quy nh ca cng ty.
- Phng kinh doanh'. Lp cc k hoch kinh doanh v trin khai thc hin v chu
trch nhim v cc hot ng bn hng chm sc khch hng, cc chng trnh khuyn
mi, dch v hu mi.
- Phng k ton: Thu thp, phn nh, x l v tng hp thng tin v cc ngun thu
v chi ca cng ty. Lp cc bo co ti chnh, lp bo co thng, qu, nm,... Lu tr chng
t, s sch, ti liu k ton theo quy nh ca nh nc.
- Phng k thut: lm nhim v kim tra cc my vi tnh, linh kin my tnh, bo v
chm sc cc thit b. T chc, thc hin v chu trch nhim v cc hot ng kim tra
cht lng sn phm ca cc nh cung cp cng nh cc sn phm bn ra ca cng ty.
- Phng bo hnh: sa cha cc s c ca sn phm ca cng ty cho khch hng
trong thi gian bo hnh nh: kim tra cc thng my, bo tr my,...
-
Kho: dng cha hng ca cng ty.
Nhn xt: Cng ty t chc b my qun l theo m hnh qun l tp trung. Cng ty
xy dng mt b my qun l gn nh, hp l v khoa hc. Cc b phn qun l h tr
hiu qu cho phng kinh doanh.
2.4. TNH HNH HOT NG SN XUT KINH DOANH
- Trong nm 2009, cng ty gp rt nhiu kh khn trong vic kinh doanh do nh
hng ca s suy thoi kinh t trong nc v th gii. Nhng vi s quyt tm n lc ca
lnh o v cng nhn vin cng ty, di s lnh o ti tnh ca Gim c gip cng ty
t c kt qu ng khch l
2.4.1. TNH HINH HOT NG SN XUT KINH DOANH:
Trang 13
Kha lun tt nghip
(n v tnh: VN)
Nm 2009
Ch tiu
Gi Tr
Doanh thu bn hng v cung
Chnh lch gi tr
Nm 2010
Chnh
trng
trng
(%)
Gi Tr
(%)
lch Ctf
Mc tng
T l tng
cu
450.000.000
100
675.000.000
100
225.000.000
56.7
v cung cp dch v
415.000.000
92.2
633.000.000
93.7
218.000.000
52.5
1.5
Gi vn bn hng
250.000.000
55.5
378.000.000
56
128.000.000
51.2
0.5
165.000.000
36.6
255.000.000
37.8
90.000.000
54.5
1.2
71.250.000
15.8
91.600.000
13.6
20.350.000
28.6
-2.2
39.900.000
8.9
55.700.000
8.3
15.800.000
39.6
-0.6
18.000.000
26.500.000
3.9
8.500.000
47.2
57.6
1.6
cp dch v
Cc khon gim tr
Doanh thu thun v bn hng
Li nhun gp bn hng v
cung cp dch v
Doanh thu hot ng ti chnh

Chi ph ti chnh
Chi ph bn hng
Chi ph qun l doanh nghip
Li nhun thun t hot ng
0.1
141.900.000
31.5
223.650.000
33.1
81.750.000
kinh doanh
Thu nhp khc
49,900,000
11.1
54.890.000
8.1
4.990.000
Chi ph khc
13.000.000
2.9
13.700.000
2.1
700.000
5.38
-0.8
Li nhun khc
36.900.000
8.2
41.190.000
6.1
4.290.000
11.6
-2.1
178.800.000
39.7
264.840.000
39.2
86.040.000
48.1
-0,5
Tng li nhun k ton trc
10
-3
thu
(Ngun: phng k ton cung cp)
Bng 1.1: Bng bo co kt qu hot ng knh doanh

2.4.2.
PHN TCH TNH HNH BIN NG THU NHP, CHI PH, LI
NHUN
- Bin ng doanh thu: Qua bng phn tch trn ta thy tnh hnh doanh thu c chiu
hng tng mnh. Cui nm 2010, doanh thu thun ca cng ty t
675.0.
000 ng, cui nm 2009 l 450.000.000 ng, doanh thu cui nm 2010
Trang 14
Kha lun tt nghip
tng 225.000.000 ng so vi cui nm 2009, t l tng 56.7%. Nhng con s ny cho

thy qui m v cng ty ngy cng chuyn bin theo chiu hng tt. y l iu ng
mng cho cng ty hy vng trong nhng nm sp ti cng ty s lun pht huy theo chiu
hng ny tip tc m rng kinh doanh v to u th trn th trng cnh tra nh vi cc
cng ty khc.
- Bin ng chi ph: Chi ph HKD ca cng ty tp trung vo gi vn hng bn, chi
ph bn hng, chi ph QLDN do c th thy r s bin ng chi ph trn.
+ Gi vn hng bn: Qua bng phn tch ta thy 2 nm doanh thu cng ty ng
ngha vi vic cng ty thu ht c nhiu khch hng v gi vn hng bn cng tng
l iu hin nhin. Cui nm 2009, gi vn hng bn ca cng ty ch
250.0.
000 ng qua cui nm 2010 tng ln 378.000.000, v tng 128.000.000 ng
so vi nm 2009, tng ng vi t l tng 51.2%. Xt v mt kt cu cui nm 2010 t

trng gi vn trong tng doanh thu l 56% so vi nm 2009 gim 0.5%. iu ny cho
thy tc tng doanh thu nhanh hn tc tng gi vn, y l iu tt cng ty cn gi
vng tc ny.
+ Chi ph bn hng: Qua bng s liu trn ta thy CPBH cui nm 2010 l
55.700.00 ng, tng 15.800.000 ng so vi cui nm 2009 (39.900.000 ng), tc tng
39.6%.
+ Chi ph qun l doanh nghip: Theo s liu trn bng phn tch, cui nm 2010
chi ph QLDN ca cng ty 26.500.000 ng, cui nm 2009 l 18.000.000 ng. Nh vy
cui nm 2009, chi ph QLDN tng 8.500.000 ng tng ng vi t l tng 47.2% so vi
cui nm 2009. Nguyn nhn ca s gia tng ny phn ln l chi ph in thoi v cng ty
mun m rng th trng t vn khch hng. Do , cng ty cn phi cn i chi ph vi
doanh thu sao cho ph hp gp phn lm tng li nhun cho cng ty.
- Bin ng li nhun: Yi s liu trn ta thy li nhun trc thu cui nm 2010
l 264.840.000 ng, chim t trng 39.2% trong tng doanh thu. Trong khi , cui nm
2009 li nhun trc thu ch l 178.800.000 ng, chim t trng 39.7% ong tng doanh
thu ca cng ty.
Trang 15
Kha lun tt nghip

2.5.
TNH HNH HOT NG BN HNG CA CNG TY:

2.5.1. QUY TRNH BN HNG:
Xc nh khch hng
Tip xc khch hng
(------------7
-------------^
Tm hiu nhu cu
khch hng
' \ T vn cho khch
hng
s.________________________________________ )
Dch v chm
sc khch hng
v bo hnh
/------------------------\
Kt thc cuc
bn hng
s._______________________________________ )
~ 'N
Gii thiu v
sn phm
V,_____________________________________________
S 2.1: Quy trnh bn hng ti Cng ty trch nhim hu hn thng mi dch v L Gia.
- Xc nh khch hng: Xc nh nhm khch hng ch yu nht, quan trng nht ca cng ty.
Nhm khch hng em li li ch g cho cng ty? Th hiu ca nhm khch hng nh th no?
Bao nhiu tui, ngh nghip ra sao.
- Tip xc vi khch hng: Ch ng cho hi gy thin cm vi khch hng, c gng to n
tng tt trong lng khch hng.
- Tm hiu nhu cu khch hng: Trong cuc tr chuyn vi khch hng c gng nm bt nhu
cu ca h. t nhng cu hi thm d kin khch hng, xem coi sn phm khch hng cn l g.
- T vn cho khch hng: Lng nghe v gii p mi thc mc ca khch hng. T vn cho
khch hng bit r sn phm no s ph hp vi s thch v ti tin ca khch hng.
- Gii thiu v sn phm: Cho khch hng bit r tng loi mt hng sn phm, nhn hiu ca
sn phm. Nu r cc c im t trng, li ch v cng dng nht m sn phm s mang n cho
khch hng. Cung cp cho khch hng bit r cc chng nh khuyn mi nu c.
Trang 16
Kha lun tt nghip
- Ket thc cuc bn hng: Hng dn cho khch hng cch s dng, tin hnh ghi ha n, thu
tin, gi hng.
- Dch v chm sc khch hng v bo hnh: Cng ty c chnh sch giao hng tn ni cho
khch hng. Cc sn phm trong thi gian bo hnh nhn vin k thut s n tn ni theo yu cu
ca khch hng kim tra cc li v my tnh, phn mm ng dng, loi tr cc phn mm khng
c ch,...
Nhn xt: cng ty c mt quy trnh bn hng tt, cc khu iu c tin hnh theo cc trnh t
ph hp vi nhau gip cho cng ty t hiu qu cao trong bn hng.
2.5.2 GII THIU V TH TRNG
- Tng kim ngch xut khu thit b tin hc trong cc thng nm 2009 t 96,2 triu USD, nng
tng kim xut khu cc thng u nm t 618,6 triu USD. T trng 3 mt hng xut khu ln nht
(my in, bng mch v linh kin vi tnh) cc thng u nm 2009 chim n 98,7% tng kim ngch
xut khu cc thit b tin hc.
- Trong s cc mt hng nhp khu linh kin vi tnh trong thng nm 2009 t 46,5triu USD,
tng 2,4% so vi nm 2008, qua nng tng kim nghch nhp khu u nm t 274,9 triu USD.
Nhp khu bng mch cc loi trong cc thng t 36,1 triu USD, gim 1,9% so vi nm 2008. en
ht thng 7/2009, nhp khu mt hng ny t 240 triu USD
- Linh kin vi tnh nhp trong thng 7/2009 t Nht Bn l 18,1 triu USD, Singapore 11,1
triu USD, Hng Kng 4,3 triu USD, Trung Quc 5,2 triu USD v i Loan 3,9 triu USD. Mt
hng bng mch cc loi nhp khu t Nht Bn l 15,5 triu USD, Singapore 11,9 triu USD, Trung
Quc 3 triu USD v Hng Kng 1,8 triu USD.
- Th trng my vi tnh li vo ma si ng do nhu cu mua my ang tng cao. Sc mua
hng in my hin nay tng 30% so vi thng trc trong mt hng my vi tnh tng mnh
nht. i tng mua ch yu l hc sinh, sinh vin chim n 60-70%.
- Trn th trng hin nay hng i Loan, Trung Quc vn chim a s. Trong lng hng
nhp tiu ngch v di do, cho nn cc u mi nhp hng cnh
Kha lun tt nghip
tranh gi quyt lit. Gi nhiu loi linh kin my tnh ti siu th my tnh gim mnh so vi thng
trc nh: Mainboard gi gim 5-36 USD/ci, CPU gim 1-8 USD/ci, RAM gim 0,52,5 USD/ci,
a cng gim 1,5-4,5 USD/ci,... Gi linh kin my tnh ti ca hng dch v vi tnh Phong Y nh:
Trang 17
Mainboard gim 3-11 USD/ci, CPU gim 2-18 USD/ci, a cng gim 1-7 USD/ci,...
- i tng mua hin nay ch yu l khch hng t cc tnh ln cn v ngoi thnh. Y vy, gi
my vi tnh c rt lin tc. Hin nay ch cn khong trn 100 USD l c th mua c mt b my vi
tnh, so vi mc gi cch nay mt nm t nht cng phi t 200 USD tr ln. Ring linh kin ri (mn
hnh, cpu, cd rom, ram) c hin bn chy do p ng c nhu cu ca nhng ngi s dng my
vi tnh cn thay th tng b phn b h hng.
- Sn phm th h mi xut hin lin tc c cu hnh v tc mnh hom y gi linh kin
model trc gim mnh. Ngoi ra trn th trng hu nh thng no cng xut hin 4-5 thng
hiu l (phn ln l hng Trung Quc), vi gi r hn cc thng hiu khc khong 10-15%.
Nhn xt: th trng v my vi tnh v cc thit b my vi tnh c rt nhiu bin ng v thay
i, khng n nh. C rt nhiu mt hng vi nhiu s la chn,v cc t gim gi.
2.5.3. K NNG BN L TI CNG TY:
Bcl: Chun b
-
Chun b v bn hng:
+ Chun b ni bn hng: L ni trng by sn phm ca cng ty, ch no s trng by sn

phm g?
+ Nhn vin bn hng ca cng ty s v sinh li ni bn, by gi m ca th nhn vin phi n
sm trc mi phc chun b.
-
Chun b v s lng:
+ Nhn vin bn hng kim tra li my vi tnh, mn hnh, my chiu, laptop v cc linh kin.
Neu sn phm b mt mt th bo ngay cho phng kinh doanh bit.
+ Sau nhn vin bn hng li mt ln na, m li s lng sn phm ca hm nay v em i
i chiu vi m vch, gi c ngy ca ngy hm qua trc
lc v.
Trang 18
Kha lun tt nghip

-
Chun b v cht lng:
+ Kim tra li cc my vi tnh, linh kin xem c b h hng khng.

+ Xem li tem, bng nim yt gi, sp xp li sn phm, lau sch cc mn hnh vi tnh.
-
Chun b kin thc v doanh nghip.

Chun b kin thc v sn phm.
Chun b kin thc v i th cnh tranh.
- Cc cng c h tr bn hng: Bng bo gi sn phm, s theo di khch hng, vit,

bng tn.
Bc 2: Tip khch hng:
- Khi khch hng vo cng ty mua hng th nhn vin bn hng ca cng ty n n
ci cho khch.
-
Nhn vin n tip khch hng bng cch i n bn khch hng v cho hi.
- Nhn vin lun tm cch gy thin cm vi khch hng, lng nghe kin ca
khch hng, t thi nhit tnh vi khch.
- Mi khch i xem qua cc sn phm ca cng ty, lun phc v chu o n cn khi
khch hng yu cu.
- Mt vi khch hng quen th nhn vin bn hng tip chuyn bng cch hi thm
v sc khe, cng vic lm n, sau hi thm khch hng v cc sn phm mua cng
ty hi trc.
Bc 3: Tm hiu nhu cu ca khch hang
- e hiu c nhu cu ca khch hng th b phn bn hng l nhn t quan trng
l cu ni gia khch hng v doanh nghip. Trong qu trnh bn hng, nhn vin lm
quen, tr chuyn nh gi v khch hng mt cch khi qut t c th nhn thy mt s
s thch, th hiu ca khch hng v sn phm.
- Trong lc tr chuyn vi khch hng th nhn vin cng ty quan st nt mt v nh
mt ca khch hng bit c khch hng c nhu cu mua sn phm g ca cng ty.
- Mc tiu mua mt sn phm no ca khch hng l nhm tho mn nhu cu ca
h. i vi khch hng, sn phm ng ngha vi ngun tho mn nhu cu. H mua hng
l mua s tho mn. Nhu cu ca khch hng c th c i hi tho
Trang 19
Kha lun tt nghip
mn nhng mc khc nhau, t mc n gin (tho mn nhu cu chnh/ c bn) n

mc cao, hon thin (km theo cc nhu cu b sung). c tho mn ton b nhu
cu, khch hng lun quan tm n mi kha cnh ca sn phm c bn m ngi bn a
ra cho h khi mua hng.
- Nhn vin bn hng ca cng ty c tip din cu chuyn t ra cc cu hi: ch cn
dng loi sn phm no? Ch c thch cc nhn hiu mi nhp v khng?
Bc 4: Gii thiu v cc sn phm
- Neu bit c nhu cu ca khch hng ri th nhn vin bn hng dn khch i xem
cc sn phm ng vi nhu cu ca khch hng.
- Nhn vin bn hng s dn khch hng i n cc k trng by sn phm, cho
khch hng xem qua sn phm h cn.
- Sau nhn vin s trnh by cc c tnh cng dng ni bc nht m n em li
cho khch hng .
V du: khi nhn vin cng ty gii thiu v my tnh Syncmasten 731 ca hng Sam
Sung c giao din rng, sng 300/m, tng phn 600:1, phn gii cao, thi gian
p ng nhanh gip cho khch hng tit kim in, thi gian ch i, mn hnh t gy nguy
him cho mt
- Cho khch hng tn mt s dng sn phm, nhn vin bn hng cn gii thiu thm
cho khch hng v cc sn phm cng loi.
Bc 5: Kt thc cuc bn hng
- Khi khch hng bng lng mua sn phm th nhn vin ca cng ty tin hnh gi
hng, hng dn cho khch hng k v cch s dng v bo qun sn phm. Sau nhn
vin tin hnh ghi ha n thanh ton tin v tin khch.
+ Thu tin: Nhn vin tin hnh thu tin mt cch cn thn, m li tin trc mt
khch hng v tr li s tin d mt cch chnh xc ng vi s tin ghi trn ha n.
+ Gi hng: Mn hng c nhn vin gi cn thn, gn gng tin cho khch
hng mang v.
V du: Sn phm l gam, loa, wecam th c cho vo cc hp giy nh, ring cc
mn hnh th c cho vo cc thng cattong ln.
+ Tin khch: Cc nhn vin cm n v n n ci cho khch hn gp li khch
hng ln sau khi no c nhu cu mua sn phm ca cng ty.
Trang 20
Kha lun tt nghip
m bo chc nng, nhim v ca nh sch, Cng ty t chc b my hp

l theo cch kinh doanh ca cng ty y l xy dng c cu b my ph hp vi vic thc
hin cc chc nng nhim v ca cng ty, xy dng b my c s phn cng nhim v c
th cho cc b phn v nhn vin bn hng ca cng ty (nhim v ca ca hng trng,
quy trng, thu ngn, nhn vin bn my...) nhm m bo cho hot ng ca cng ty
c ng iu gi cc b phn, hon thnh k hoch kinh doanh ca cng ty. Thng
ng u ca cc cng ty my tnh l ca hng trng v cc b phn iu c mt trng
b phn.
Nhn xt: Cc nhn vin ca cng ty c k nng bn hng tt, lun tn tnh v phc v
mi yu cu ca khch hng.
2.5.4. K nng x l tnh hung kh trong bn hng:
- Nhn vin bn hng ca cng ty Trch Nhim Hu Hn Thng Mi v Dch Y
My Tnh L Gia lun c trang b kin thc vng vng trc khi n tip xc vi khch
hng. a s nhn vin thc hin nghin tc cc quy nh chung ca cng
ty.
- Chuyn cn vi khch hng: Tm hiu, h tr, gip khch hng.
- Tch cc tm hiu nhu cu ca khch hng, th hiu ca khch hng, nhit tnh, vui
v, hot bt, nhanh nhn.
- Khi khch hng th vi sn phm th nhn vin ca cng ty tch cc gii thiu v
sn phm bng nhng kin thc c trang b thuyt phc khch hng, dng nhng
cu hi thm d nhu cu tm hiu kin ca khch hng v sn phm.
- Khi khch hng hoi nghi v cht lng sn phm v t rt nhiu cu hi i vi
sn phm th lc ny nhn vin ca cng ty cn phi kin nhn lng nghe v gii thch r
tng vn m khch hng thc mc, sau a ra nhng tnh nng c trng nht ca sn
phm v nu ln nhng li ch m sn phm s em li cho khch hng.
Nhn xt: Cc nhn vin bn hng ca cng iu bit cch x l trong cc tnh hung
kh khi gp khch hng. Tuy nhin cch s l ca cc nhn vin cn cha tt lm i khi
lm cho khch hng khng hi lng lm.
Trang 21
Kha lun tt nghip

2.5.5.
TRNG BY HNG HA;
- Sp xp trng by hng ha, logo thng hiu a ra ngoi i din vi khch

hng.
- Cc nhn vin bn hng ca cng ty b tr hng ha sao cho khch hng d ly, d
nhn v gip cho nhn vin bn hng gim st v qun l tt. Khi sp xp cc nhn vin bn
hng ca cng ty lun ch trng n tnh cht ca hng ha.
- Gi c phi c nim yt r rng ph hp vi th trng v trnh s chnh lch v
gi c.
- Cc sn phm mi nhp v c trng by ring mt bn
- Cc linh kin nh gam, tai phon, 0 a,... t bit l cc my tnh xch tay c
trng by t trong cc t knh.
- Cc loi my b, linh kin my tnh c by ring theo tng dy, theo nhn hiu
ca sn phm. Cc mn hnh th c t trn cc k bng inox ngang tm mt cho
khch hng d xem.
2.5.6.
CHM SC KHCH HNG;
Cung cp dch v hu mi:

- Cng ty t chc vn chuyn hng ha n tn ni theo yu cu ca khch hng,
thc hin vic lp rp cc my b min ph cho khch hng.
- C chng trnh bo hnh cho cc loi sn phm nh: My b, ram, b s l, mn
hnh, mch chnh, b nh,...
- Hng dn c th cho khch hng s dng sn phm.
- Trong cc dp l, tt th cng ty L Gia c chng trnh khuyn mi gim gi.
- Trong dch v bo tr nh k sn phm th trung tm cu h 113 ca cng ty s
min ph khng gi hn thi gian s dng s ln s l nhanh chng s c my tnh trong
qu trnh s dng (chm nht l hai gi).
Theo di khch hng v gi gn mi quan h vi khch hng:
- Cho nhn vin gi in cho khch hng hi v sn phm trong thi gian bo
hnh.
- Lng nghe cc kin phn hi ca khch hng.
- Quan tm v gi chn nhng khch hng quen thuc bng cc chnh sch u i v
uy tn sn phm. Thng xuyn thm d kin ca khch hng.
Trang 22
Kha lun tt nghip
- Thng qua vic gi phiu ng gp , sn sng tip nhn, gii pv gii quyt cc
khiu ni hay nhng yu cu hp l ca khch hng.Theo di kp thi pht hin v sa sai
st trong vic giao v vn chuyn sn phm cho khch hng. Bn cnh cn kim a cht
lng ca sn phm trc khi sn phm n tay ngi tiu dng v y l yu t nng cao
uy tnh ca cng ty.
Sng to li ko khch hng:
- C i ng nhn vin t vn v li mi thc mc ca khch hng.
- Nhng chng trnh khuyn mi ca cng ty rt c sc: Nhng n t hng tri
gi 5 triu s nhn c mt phiu im ( mi phiu im l 10.000 vit nam ng).
- Nhng n t hng tr gi 10 triu s nhn c 1 u DVD Asus.
- Cng ty thng c cc phiu qu tng tng cho khch hng ln n sau mua
hng c tng mt tai nghe hoc loa vi tnh.
Nhn xt: Cng ty c chin lc chm sc khch hng tt, lm cho khch hng
rt hi lng v tin tng vo sn phm ca cng ty hn.
2.5.7. GII THIU V SN PHM CA CNG TY;
Cng ty ch nhim hu hn thng mi - dch v L Gia chuyn kinh doanh cc loi
my vi tnh, cc linh kin my tnh,...
Sn phm ca cng ty gm cc dng sn phm nh:
Trang 23
Kha lun tt nghip

Bng 2.1. Sn phm cng ty
Tn sn phm
c tnh v cng dng
Gi
(VND)
Bo hnh
-Mn hnh 17
- Giao din Analog, DYI
Mn hnh SyncMaster
731 BA
- sng 300cd/m2
- torng phn 600:1
- phn gii 1280 xl024
- Gc nhn rng 160 /160
- Thi gian p ng nhanh .
1.800.000
18 thng
3.500.000
24 thng
819.000
36 thng
- Vi cng ngh MagicGreen, mn

hnh c kh nng pht ra Anion (ion
m) c tc dng lm sch khng kh
gip th gin tinh thn v gim
cng thng.
My b 732N/932B -Mn hnh 17/ 19

- Giao din Analog/ Analog, DYI
- sng 300cd/m2
- tng phn 700:1
- phn gii 160/160
- Thi gian p ng nhanh .
Mch chnh Asus
- Chip intel 865G, s/p77s 3.5GHz,
P5pe-Ym (hp trng) bus 1006, AGP, 8X, 3PCL,

2ATA100, 2Sata, 2DDR400, 8
UBS2.0
Trang 24
Kha lun tt nghip
Mch chnh Asus

P5GC-MX
- Chip inrel 945GC/ICH7, s/p 775

3.8 GHz, Bus800, PCI Fxl6X,
IPCIEX IX,
122.1000
18 thng
948.000
18 thng.
514.000
12 thng
125.000
5 thng
838.000
15 thng
217.000
10 thng
315.000
12 thng
337.000
15 thng
915.000
18 thng
120.000
6 thng
AT A 200, 4Sata 8USB 2.0

Mch chnh
- Chip Via P4m800pro/823r plus,
GigabyteGa-Ym
s/p 775, Bus 900, 3pcl, Agp8x,
800Pmc
ATA100,2sata, 2xDDR2-553,
8USB 2.0
B x l
- Socket775, 256k, Bus 533
Celeron2.53Ghz (326)
a di ng 512MB
- USB 2.0 kigston
Ramdisk
B x l Intel P4-
- Socket478, 512K, BUS 533
2.4Ghz
B nh 128MB Sdram
B nh 256Ddram
- Bus 133mhz
- Bus 400mhz
Thng my Case 400- - 4001, 4007, 4008, 4013, qut bn

20pins
Thng my Case
hng.
- Khng ngun bn hng trong sut
Cooler Master Cen 5 c 2 qut.

Webcam
Colovis306
- USB, phn gii 640x480.PC v

NoteBook
Trang 25
Kha lun tt nghip
GVH: ThS.Nguyn Th Tuyt Mai
Thit b kt ni internet - 56k,

phn
Y92 gii
Chipic
Topic
: XGA
No Voice,
D-Link INT
(1024*768)
chng st.
145.000
12 thng
161.000
12 thng
23.636.000
36 thng
12.773.000
26 thng
16.985.000
24 thng
13.457.000
24 thng
- Cng sng: 1500 AN SI

Thit b kt ni internet lumens
- 56K, V92, Chip Conexant, Voice.
D-Link EXT
- tng phn: 1100:1

- Tui th bng n: 4000 gi
-- Kt
ni S-video
Computer:
MI-DA
Video:
phn
gii thc:
My chiu
(Analog
& Digital
SVGA (800
*600) share), Audio
InfocusWordBig X3 -- Kt
ni
Video:
Cng
sng:S-video,
1700 ANSI
Composite,
Audio, Buil in speaker
lumens
-Trng
lng:
1,12000:1
kg
- tng
phn:
My chiu
-- Tui
Chcth
nng:
hnh
trong
hnh
bng
n:
3000
giPip
- iu khin t xa chun
InfocusWordBigIN 24 - Kt ni Computer: VESA, Audio
- Kt ni, Composite, Audio
- Cng ra: Monitor Out, Audio,
Bull in speaker
- B iu khin t xa chun.
- phn gii thc : XGA
(1024*768)
- phn gii thc : SVGA (800
-*600)
Cng sng: 1700 ANSI
My chiu
InfocusWordBig
lumens
--
Cng
phn:
sng:2000:1
2200 ANSI
tng
lumens
- tng phn: 2000:1

- Kt ni Computer: MI-DA
My chiu
(Analog & digital share),
- Kt ni Computer: VESA, Audio
_
InfocusWordBig IN26 Audio

- Kt ni Video: S-video,
- Kt ni Video: S-video,
Composite, Audio
Composite, Audio, Buil in speakero
- Cng ra: Monitor Out, Audio,
- iu khin t xa.
Bull in speaker
LB70
- B iu khin t xa chun
SVTH Nguyn Th Thanh Trinh
Trang 26
Laptop Macboock
- y l mt bn nng cp cc
model, c ci tin vi thit k pin
lin my, m rng thi gian ln ti
8 gi, 1000 ln sc. Bn cnh ,
cn l chic laptop gii tr nh cao
vi nhiu trang b v ha, phn
19.000.000
36 thng
mm h tr hnh nh, video. My

h kt ni 3G, u c Blu-ray.
Chut
Khng dy
355.000
2GB
150.000
< TECH
USB
(Ngun: Phng kinh doanh)
- Ngoi ra cng ty cn c dch v bo tr nh k cho my vi tnh nh:

+ Bo tr h thng: nh k 1 thng/ln bc s my tnh n tn ni, kim tra v sa
cha li ca h thng u hnh my tnh, phn mm ng dng, loi tr vi rt, v cc phai
pht sinh trong qu trnh s dng.
+ V sinh ton b phn mm my tnh nh ngun, case, fan,... nhm bo qun tt
trnh m mc h hng.
Trang 27
Khalun
lunttttnghip
nghip
GVHD:
ThS.Nguyn
Kha
GVHD:
ThS.NguynTh
ThTuyt
TuytMai
Mai
+ Kim tra loi tr cc phn mm chy thng tr, m bo cc dch v mng c ci
t, bo tr v ci t h thng bo mt.
Nhn xt: Sn phm ca cng ty rt a dng, p ng mi nhu cu v th hiu ca
ngi tiu dng. Gi c ca cc sn phm khc nhau gip cho khch hng c nhiu s la
chn.
2.6. GII THIU V I TH CNH TRANH:
- Hu ht cc mt v dch v v my tnh ca cng ty ang kinh doanh u chu s
cnh tranh gay gt t cc cng ty, cc h in t my vi tnh, cc ca hng chuyn bn v
cung cp dch v my tnh trong nc.
- Cc i th cnh tranh ln ca cng ty nh l: cng ty my tnh Phong Y, Cng ty
trch nhim hu hn Minh Thng, siu th my tnh,...
- Cng ty ngang tm nh l cng ty trch nhim hu hn Thnh t, a ch 229/51C
Nguyn kim, Phng 3, Qun G Yp. Cng ty cng ra i vo nm 2007 v i vo
hot ng c 3 nm nay, cng ty chuyn kinh doanh cc mt hng my vi tnh, cc linh
kin my vi tnh nh cng ty L Gia. Cng ty c lc lng bn hng v sn phm khng
km g so vi cng ty L Gia.
Bng so snh sn phm ca cng ty L Gia v cng ty Thnh t
Tn sn phm
Cng ty L Gia
Cng ty Thnh t
- C phn phn gii cao
Mn hnh LCD
17m
- C phn gii cao
- Gc nhn rng, thi gian p ng - C sng

nhanh
- Gi bn l: 1.800.000 ng
- tng phn cao

- Gi bn: 1.950.000 ng
- Chip intel 865G, 3.5GHz, bus - chip via p4m800, bus 800, 4sata
Mch chnh
900
- Gi bn: 850.000 ng
- Gi bn: 819.000 ng
- Celeron 2.53GHz, bus 532
- Socket 4.78K, bus650
- Gi bn: 514.000 ng
- Ga bn: 850.000 ng
- 128MB Sdam, bus 400mhz
- 256MB Sdam, bus 280mhz
B nh
- Gi bn: 217.000 ng
- gi bn: 200.000 ng
a di ng
- 512MB Ramdisk, USB 2.0
- 225GB Ramdisk, USB 3.0
B x l
Trang 28
Kha lun tt nghip
Thng my
Loa
kigston
kigston
- Gi bn: 135.000 ng
-Gi bn: 120.000 ng
- Case 400, 20pin, qut bn
- Cooler 500, khng ngun bn
hng
hng trong sut
- gi bn: 337.000 ng
- gi bn: 560.000 ng
- Microlab A6301
-Microlab M600
- rung m thanh cao

- Pht m r, khng b r my
- m cao
- Gi bn:450.000 ng
Webcam- Colovis 306, phn gii

640 X 480 PC
320 PC
Gi bn: 377.000 ng
- Gi bn: 350.000 ng
Thit b kt ni - Link INT,56K

internet
Ga bn: 385.000 ng
-Pilips 200, phm gii 620 X
- Gi bn: 155.000 ng
- Acorp EXT, 92k

- Gi bn: 150.000 ng
(Ngun: Phng kimh doanh)
Bng 2.2: So snh i th cnh tranh

2.7. QUN TR Lc LNG BN HNG:
L GIA c i ng nhn vin rt ng, m h l nhng ngi tip xc vi khch hng
thng xuyn, hiu khch hng mun g, thu nhp thng tin t khch hng....V vy, cng ty
L GIA a c cu t chc cho lc lng bn hng hun luyn, chn lc nhng nhn
vin c nng lc, c tm quyt trong cng vic
Thit lp mc tiu, chin lc, c cu bn hng:
- Trong iu kin kinh doanh theo c ch th trng khch hng l yu t c bit
quan trng. Quan nim hng v khch hng l ht sc ng n trong tnh hnh cnh tranh
khc lit hin nay.
- Mun kinh doanh c hiu qu, L Gia phi tm phng thc hiu qu nht thu
ht khch hng nhiu hn na. iu ny c th thc hin c bng cng tc tip th, qung
co. Sau y l mt s chin lc tip th c th:
- Quan tm v gi chn khch hng quen thuc bng cc chnh sch u i v uy tn
sn phm.
Trang 29
Kha lun tt nghip
- M rng th trng tiu th, nn tp trung vo cc tnh min Ty, Bnh Doug,
ng Nai tm cho mnh nh phn phi, i l, khch hng l kh nng thc thi chin
lc v y theo quy hoch th c nhiu cng ty, trng hc,v..v.. nn thit b my tnh
l khng th thiu i vi ni ny. Cho nn L Gia m thm cc i l v nh phn phi ti
cc tnh ny.
v chnh sch bn hng:

S iu chnh theo hng khuyn khch khch hng u t ti chnh v y
mnh bn hng tng doanh s. C th iu chnh nh sau:
- Tng mc thng thanh ton ng hn: T 1% ln 2%
-
H tr chi ph vn chuyn: 0.5% cho khch hng ngoi tnh.
- Thc hin chin lc a dng ho vi cc sn phm ph hp nhm tng cng kh

nng cnh tranh.
- Cng c pht trin v th cnh tranh, khuych trng thng hiu sn phm ca
cng ty.
- Kim sot gi c v chi ph: Kim sot gi c u ra ph hp vi nhu cu th
trng v mang tnh cht cnh tranh, i vi gi c u vo cng ty ch ng tm kim nh
cung cp r, cht lng n nh, gim ti a cc chi ph khng hp l, chi ph chung,...
- Qung co trn cc phng tin truyn thng khch hng c th nm thng tin
v cng ty v sn phm nh:
+ Bo, tp ch: Si Gn Tip th, T vn Tiu dng, Thng hiu Vit, m thc, Tui
tr, Thanh nin,...
+ Truyn hnh
+ In t ri siu th ni c bn sn phm.
+ Internet: Nhanh chng a thng tin ca cng ty v cc mt hng vo Website ca
cng ty.
- Thc hin cc chng trnh khuyn mi: Yo cc dp l ln, tt Nguyn n, ng
cc hi ch hng tiu dng gii thiu sn phm.
- Tham gia ti tr mt s chng trnh th thao hoc chng trnh nu n trn truyn
hnh.
Kha lun tt nghip
- Trao hc bng cho sinh vin cc ngnh cng ngh thng tin, k ton, ti chnh, h
Trang 30
thng thng tin qun l,... to c hi cho h thc tp c th thu ht sinh vin gii v lm
vic cho cng ty.
Tuyn m v hun luyn lc lng bn hng
ng cha ta tng ni: thin i, a li, nhn ha. Nhng thin tri khng bng
a li v a li khng bng nhn ha. Mun cho yu t nhn c ha cn phi bit
thut dng ngi ngha l chn ng ngi, b tr h ng v tr vo thi im cn thit.
Yi qui m kinh doanh nh hin nay i ng bn hng l rt quan trng cn c quan
tm. H l ngi tip xc vi khch hng thng ngy m khch hng lun l thng ;
lm sao cho lc lng bn hng lun lm khch hng hi lng l vn m cng ty lun
quan tm. Khi tuyn chn nhn vin bn hng thng tng gim c s c i din lm
vic ny thng l do ca hng trng m nhn v ca hng trng l ngi tip xc thc
t hng ngy vi khch hng. u tin ca hng hng trng s a ra s lng ngi bn
cn bao nhiu v s a ln cng ty tng gim c duyt sau mi tuyn dng. Cng
ty c th s a thng tin ny ln mng, ln bo, hay qua cc trung tm gii thiu vic lm.
Cng ty a ra yu cu trnh cho nhn vin bn hng, trng phng, thu ngn t 12 tr
ln, c kh nng giao tip, c tnh thn ch nhim, phm cht c nhn v sc khe tt, tuy
cng ty khng t kinh nghim v bit ngoi ng ln hng u nhng s u tin cho nhng
ng vin no bit. Trng phng s nhn ngun lc ny t nhiu ni khc nhau c th l
khch hng gii thiu, ngi quen hay trung tm vic lm..v.v.. ..cc ng vin iu phi
lm mt b h s c y thng tin c nhn sau c trng phng phng vn s b
qua mt cuc tip xc ngn. Cn i vi trng phng cng ty yu cu c trnh i hc,
c kinh nghim trong vic qun l, cng ty thng u tin nhng ngi c thm nin lm
vic lu nm v c kt qu lm vic tt. ng vin no c chn s c bo sau c th
l gi in cho ng vin hoc hn mt ngy no ng vin gi in li hay ti cng ty.
Sau khi ng vin c chn phi th vic trc khi vo lm chnh thc vi s gip
v h tr ca trng phng, cc nhn vin bn hng c. ng vin s c hng dn v
thng tin sn phm, cc chnh sch ca cng ty
.V.V..
h tip thu cng vic nhanh v tt
hn. V cng vic phi tip xc trc tip vi khch hng
Trang 31
Kha lun tt nghip
nn d l nhn vin c hay mi iu phi hiu tm l ca khch hng v cung cch bn

hng.
* Thit lp mc tiu ca lc lng bn hng
Cng ty L GIA ra i v da trn nhng hot ng kinh doanh chnh l t chc
kinh doanh my tnh trong v ngoi nc phc v cho nhu cu con ngi...gip con ngi
m mang kin thc v hiu thm v cuc sng bn ngoi. Bn cnh lm th no tng
doanh thu cho cng ty khng th khng nhc n, cng ty a ra mc tiu doanh thu phi
tng trng hng nm, li nhun nm sau tng hn nm trc t 5% - 10% t tng thu
nhp, nng cao mc sng cho cn b nhn vin cng ty, m bo li ch cc c ng v m
rng th trng kinh doanh; t c nhng mc tiu cng ty tng bc i mi,
nng cp mt bng kinh doanh, tng cng cc trang thit b hin i, sp xp t chc qun
l theo hng n gin, nng ng v hiu qu, t chc tt cng tc thu mua; tuyn chn
o to thm nhn vin c nghip v gii; pht trin nhiu bin php v hnh thc tip th,
khuyn mi, qung co thu ht khch hng; lin doanh; lin kt vi cc t chc kinh t
khc gi vng v pht trin th phn. V vy cng tc qun l lc lng bn hng tht tt
s nh hng nhiu n s tng doanh thu li nhun cng ty. Mi thnh vin trong cng ty
iu c nhim v v trch nhim kim tra cng vic ca mnh. Qua cng tc kim a, cng
ty L GIA s a ra c nhng kt qu hot ng kinh doanh ca mnh.
* Thit k chin lc lc lng bn hng
Cng ty L GIA c bit ch n cu trc lc lng bn hng. Vic la chn
ng cc knh phn phi ty thuc vo cch thc bn hng ca lc lng bn hng, loi
khch hng, loi sn phm hay dch v. Cng ty L GIA chn cch thc bn hng l s
dng nhn vin bn hng trc tip l ch yu, chu trnh bn hng ca cng ty di v cch
bn hng cng c t vn cho khch hng l nhng ngi mua hng ln u hay ch mua
mt ln.
2.7.1 NH GI CNG TC QUN TR BN HNG CA CNG TY
* nh gi chung:
Nhn chung cng tc qun tr lc lng bn hng ca cng ty L GIA t hiu qu tt.
Chnh nh chin lc ng n m doanh thu bn hng tng ng k. Ngoi nhng thun
li khch quan v bn thn h thng bn hng ca cng ty hot ng SVTH: Nguyn Th
Thanh Trinh
Trang 33
Kha lun tt nghip
ht sc hiu qu trong nhng nm va qua, tuy nhin trong h thng bn hng cng cn mt
s nhc im nht nh, sau y chng ta s nhn nh nhng mt u v khuyt ca h
thng bn hng cng ty L GIA
+ u im:
- Chin lc bn hng ca cng ty gii quyt tt 2 vn v then cht l cht
lng hng ha v h thng pht hnh.
- Cht lng hng ha khng ngng c nng cao, cng ty rt ch trng sng lc v
lin kt vi nhng nh cung cp uy tnh chuyn nghip m bo sn phm c cht lng
tt, di do, nht l cht lng ca sn phm vn ha li cng c cng ty - quan tm
nhiu hn.
- Cng ty c cc sn phm v my tnh v dch v v my tnh rt a dng, c dch v
bo tr my tnh n tn nh khch hng.
- Chin lc gi ling hot m bo c li nhun cho cng ty.
- Nhn vin bn hng nng ng, nhit tnh.
- Uy tnh thng hiu L GIA c ng o khch hng bit n.
+ Nhc im:
- Do cng ty mi i vo hot ng nn tn tui trn th trng cha c bit n
nhiu.
- Cng ty cha thc hin c hot ng nghin cu marketing v xy dng chin
lc marketing hp l, do mt s chnh sch ca cng ty thng b ng, mang tnh i
ph vi s thay i th trng. T dn n vic lp chin lc kinh doanh cha hp l.
- Cha c b phn chuyn trch lm cng tc nghin cu th trng
- Lc lng cn b ti cng ty, i ng bn hng cha tng xng vi quy m pht
trin ca cng ty.
- Cha c chin lc xc tin nhm vo khch hng c.
Trang 33
Kha lun tt nghip

2.7.2.
THC TRNG BN HNG TI CNG TY L GIA:

2.7.2.1.Quy trnh bn hng ti cng ty TNHH L Gia
1
Tm hiu nhu cu
khch hng
_________________)
7
Xc nh khch hng
_________________J
Tip xc khch hng

_________________J
V.
V.
' \ T vn cho khch

hng
V.___________________________________________________
Dch v chm
sc khch hng
v ho hnh
(-----------------------\
Kt thc cuc
bn hng
(-----------------------\
Gii thiu v
sn phm
V,_________________________________________________
s.______________________________________
S 2.1: Quy trnh bn hng ti Cng ty trch nhim hu hn thng mi dch v L

Gia.
- Xc nh khch hng: Xc nh nhm khch hng ch yu nht, quan trng nht
ca cng ty. Nhm khch hng em li li ch g cho cng ty? Th hiu ca nhm khch
hng nh th no? Bao nhiu tui, ngh nghip ra sao.
- Tip xc vi khch hng: Ch ng cho hi gy thin cm vi khch hng, c
gng to n tng tt trong lng khch hng.
- Tm hiu nhu cu khch hng: Trong cuc tr chuyn vi khch hng c gng
nm bt nhu cu ca h. t nhng cu hi thm d kin khch hng, xem coi sn phm
khch hng cn l g.
- T vn cho khch hng: Lng nghe v gii p mi thc mc ca khch hng. T
vn cho khch hng bit r sn phm no s ph hp vi s thch v ti tin ca khch
hng.
- Gii thiu v sn phm: Cho khch hng bit r tng loi mt hng sn phm, nhn
hiu ca sn phm. Nu r cc c im t trng, li ch v cng dng nht m sn phm
s mang n cho khch hng. Cung cp cho khch hng bit r cc chng trnh khuyn
Trang 34
mi nu c.
Trang 35
Kha lun tt nghip
- Kt thc cuc bn hng: Hng dn cho khch hng cch s dng, tin hnh ghi
ha n, thu tin, gi hng.
- Dch y chm sc khch hng v bo hnh: Cng ty c chnh sch giao hng tn
ni cho khch hng. Cc sn phm trong thi gian bo hnh nhn vin k thut s n tn
ni theo yu cu ca khch hng kim tra cc li v my tnh, phn mm ng dng, loi
tr cc phn mm khng c ch,...
Nhn xt: cng ty c mt quy trnh bn hng tt, cc khu iu c tin hnh theo
cc trnh t ph hp vi nhau gip cho cng ty t hiu qu cao trong bn hng.
2.12.2.
Qun l lc lng bn hng:
2.7.2.2.1 Thit lp mc tiu, chin lc, c cu bn hng:

- Trong iu kin kinh doanh theo c ch th trng khch hng l yu t c bit
quan trng. Quan nim hng v khch hng l ht sc ng n trong tnh hnh cnh tranh
khc lit hin nay.
- Mun kinh doanh c hiu qu, L Gia phi tm phng thc hiu qu nht thu
ht khch hng nhiu hn na. iu ny c th thc hin c bng cng tc tip th, qung
co. Sau y l mt s chin lc tip th c th:
- Quan tm v gi chn khch hng quen thuc bng cc chnh sch u i v uy tn
sn phm.
- M rng th trng tiu th, nn tp trung vo cc tnh min Ty, Bnh Dng,
ng Nai tm cho mnh nh phn phi, i l, khch hng l kh nng thc thi chin
lc v y theo quy hoch th c nhiu cng ty, trng hc,v..v.. nn thit b my tnh
l khng th thiu i vi ni ny. Cho nn L Gia m thm cc i l v nh phn phi ti
cc tnh ny.
... .
2 1 2 22 v chnh sch bn hng:

S iu chnh theo hng khuyn khch khch hng u t ti chnh v y mnh
bn hng tng doanh s. C th iu chnh nh sau:
-
Tng mc thng thanh ton ng hn: T 1% ln 2%
H tr chi ph vn chuyn: 0.5% cho khch hng ngoi tnh.
- Thc hin chin lc a dng ho vi cc sn phm ph hp nhm tng cng kh

nng cnh tranh.
Trang 36
Kha lun tt nghip
- Cng c pht trin v th cnh tranh, khuych trng thng hiu sn phm ca
cng ty.
- Kim sot gi c v chi ph: Kim sot gi c u ra ph hp vi nhu cu th trng
v mang tnh cht cnh tranh, i vi gi c u vo cng ty ch ng tm kim nh cung
cp r, cht lng n nh, gim ti a cc chi ph khng hp l, chi ph chung,...
- Qung co trn cc phng tin truyn thng khch hng c th nm thng tin
v cng ty v sn phm nh:
+ Bo, tp ch: Si Gn Tip th, T vn Tiu dng, Thng hiu Vit, m thc, Tui
tr, Thanh nin,...
+ Truyn hnh
+ In t ri siu th ni c bn sn phm.
+ Internet: Nhanh chng a thng tin ca cng ty v cc mt hng vo Website ca
cng ty.
- Thc hin cc chng trnh khuyn mi: Yo cc dp l ln, tt Nguyn n, ng
cc hi ch hng tiu dng gii thiu sn phm.
- Tham gia ti tr mt s chng trnh th thao hoc chng trnh nu n trn truyn
hnh.
- Trao hc bng cho sinh vin cc ngnh cng ngh thng tin, k ton, ti chnh, h
thng thng tin qun l,... to c hi cho h thc tp c th thu ht sinh vin gii v lm
vic cho cng ty.
2.7.2.2.3.
Tuyn dng v tuyn chn lc lng bn hng
- Cng ty L Gia lun quan tm v ch trng n vic tuyn chn nhn ti v thu ht
nhiu ngun nhn lc khc nhau.
- La chn v xp xp ng ngi, ng vic, ng thi im.
- Cng ty lun ch trng tuyn chn i ng bn hng tt nht, c nng lc v tinh
thn trch nhim cao. Lc lng bn hng l cu ni gia cng ty v khch hng, nn cng
ty L Gia rt ch tm n vic tuyn chn nhn vin bn hng c thi nghim tc trong
cng vic, hot bt sing nng vui v, nhanh nhy s l tnh hung kh trong bn hng tt.
Quy trnh tuyn dng ca cng ty L Gia
Trang 37
Kha lun tt nghip
Xc inh nhu cu
tuvn duna
\_________________________J
Phn tch cng vic v

yu cu
Thng bo tuyn
dung
/----------------------------\
Tin hnh phng vn
/-------------------------------------------------------------\
Tin hnh o to v
th vic
\_________________________J
K hp ng
lm vic
S : 2.2. S tuyn dng nhn vin
- Xc inh nhu cu tuvn duns: Nhu cu bn hng hin ti ca cng ty cn bao nhiu
nhn vin.
- Phn tch cne vic v vu cu tuvn duns: Cng vic ch ch yu ca nhn vin
bn hng trong cng ty l g? Yu cu ca nhn vin bn hng ca cng ty L Gia l: Di
30 tui, tt nghip i hc cc nghnh kinh doanh, marketing, cng ngh thng tin. Mt
nm kinh nghim, c bit l am hiu v phn mm, my b, linh kin my tnh.
- Thng bo tuyn duns : c ng trn cc bo qung co, trang web ca cng ty.
- Tin hnh nhns vn: Sau khi nhn h s d tuyn, cng ty tin hnh phng vn
cc ng vin ti cng ty.
- Tin hnh o tao v th vic: Cho nhn vin hc v sn phm v cch thc lm
vic trong cng ty. Thi gian o to l 2 tun v th vic l mt thng.
- K hn ns lm vic: Sau khi kt thc thi gian th vic nu nhn vin no t yu
cu s c k hp ng lao ng vi cng ty.
Trang 38
Kha lun tt nghip
Nhn xt. Quy trnh tuyn dng ph hp vi quy m, cng vic ca cng ty. To mi
iu kin cho nhn vin mi ha nhp v mun gn b lu di vi cng ty.
2.7.2.2.4.
o to lc lng bn hng:
- Vic o to nhn vin bn hng l lnh vc c cng ty L Gia u tin hng u

nhm cp nht cho nhn vin nhng thng tin mi nht v thch ng vi th trng y s
cnh tranh gay gt nh hin nay.
- Cng ty thng cho cc nhn vin bn hng xut sc i hc cc lp nng cao tay
ngh cc trung tm v tin hc c hc trong vng 3 thng.
- Mi cc chuyn gia gii v my tnh trang b cc kin thc, gip cho nhn vin
bn hng hiu su hn v cc c tnh, cng dng, chc nng ca sn phm ny.
- M cc lp tp hun o o cho nhn vin kh nng thuyt trnh, thuyt phc,
m phm vi khch hng, cc quy trnh bn hng ca cng ty,...gip cho nhn vin bn
hng mt cch c hiu qu nht. Cc lp ny thng do Gim c ca cng ty hng dn,
2 thng s c t chc mt ln ti cng ty.
- To iu kin cho nhn vin bn hng nm r nhng quy nh v trch nhim ca
mnh trong sut qu trnh bn hng ca mnh. Cc nhn vin c ca cng ty s hng dn
v ch cc cch thc trng by cho cc nhn vin mi vo lm.
2.7.2.2.5. Ch lng bng, i ng v khen thng in hnh dnh
cho lc lng bn hng.
(n v tnh)
Chc v
Ph cp
Lng cn
bn
Nhn vin bn
PC trch
PC tin xng
nhim
PC in
PC n tra
Cng
thoi
2.850.000
250.000
250.000
400.000
200.000
3.950.000
3.000.000
275.000
250.000
400.000
200.000
4.125.000
hng
Nhn vin bn
hng
Nhn vin bn
2.700.000
hng Kha lun tt nghip
Trng
phng
290.000
250.000
400.000
200.000
3.840.000
4.100.000
350.000
250.000
400.000
200.000
5.300.000
12.650.000
1.165.000
1000.000
1.600.000
800.000
17.215.000
(Ngun: phng k ton cung cp)
Bng 2.3: Ch lng bng, i ng v khen thng

-
Phn cng:
+ Mc lng cao nht: 5.300.000 ng/ thng

+ Mc lng thp nht: 3.840.000 ng/ thng
+ Mc lng v cc quyn li khc ng thi gian th vic do nhn vin v cng ty
tha thun. Mc lng th vic s khng thp hn 70% mc lng tha thun khi tuyn
dng chnh thc ca cng ty.
+ Cng ty p dng hnh thc lng theo thi gian thc t lm vic ca nhn vin
bn hng ti cng ty.
+ Vic tnh ton lng cho nhn vin cng ty da vo thi gian lm vic da trn s
chm cng do nhn vin phng nhn thc hin.
-
Phn mm:
+ Thng thm vo phn trm doanh thu nu t c doanh s bn hng do cng ty

ra: Bn c sn phm t 40 triu n 50 triu c hng 2% doanh s, t 50 triu
n 100 triu s c hng 5% doanh s.
-
Phn ph tri:
+ Ph cp trch nhim: Cao nht l 350.000. ng

+ Ph cp tim n: Mi nhn vin s c cp 200.000 ng
+ Ph cp tin in thoi: 400.000 ng
+ Ph cp tin xng l: 250.000 ng
-
Phn phc li
+ Bo him y t, bo him x hi
+ Cc ngy ngh l c hng nguyn lng: Tt
dng lch, m lch, ngy
30/4, ngy 1/5, ngy 9/2, gi t Hng Vng.
Trang 40
Kha lun tt nghip
+ c ngh php 14 ngy / nm

+ Tr cp sinh con, tr cp tht nghip, cp m au
+ Thng lomg th 13
Nhn xt: Ch lomg bng, i ng, khen thng ca cng ty dnh cho
lc lng nhn vin bn hng p dng y ch lomg bng ca nh nc. Tuy nhin
mc lng ca nhn vin bn hng ca cng ty khng cao ch mc trung bnh, cc ch
khen thng phc li cn hn ch.
Gim st lc lng bn hng:
-
Qun l bn hng ca cng ty s kim tra li cc k hng coi nhn vin bn hng
trng by sp xp sn phm ng quy nh cha.

-
Ring Gim c ca cng ty s thng xuyn kim a, gim st t xut cc hot
ng nhn vin bn hng ca cng ty, ch trnh ng nhn vin n vic lm vic
c nhn.
-
Yo cui mi tun nhn vin bn hng s phi bo co ln phng kinh doanh ca
cng ty v cc hp ng mua bn, cc n t hng v cc sn phm bn ra ong tun

l bao nhiu.
nh gi lc lng bn hng:
-
Da vo bo co v hot ng bn hng ca nhn vin trong cng ty.
Thm d cc kin phn hi ca khch hng v cch c x phc v nhn vin
bn hng ca cng ty.

-
So snh thnh tch gia cc nhn vin bn hng ong cng ty vi nhau.
Cn c vo h thng nh gi ca cng ty m xem xt cc nhim v, cng vic
nhn vin hon thnh tt cha.

Nhn xt: Vic nh gi lc lng bn hng ca cng ty cha hon thin tt, cng
ty ch nh gi mt cch khi qut chung, nn khng phn nh v nh gi ng c ht
nng lc ca tng nhn vin.
Trang 41
Kha lun tt nghip
CHNG 3:
MT S GII PHP - HON THIN HOT NG BN
HNG CA CNG TY TRCH NHIM HU HN
THNG MI - DCH v MY TNH L GIA
3.1. NH HNG PHT TRIN CA CNG TY TRONG NHNG NM TI:
3.1.1. MC TIU CA CNG TY
L mt cng ty kinh doanh my tnh , cng ty L GIA lun t mc tiu ra l
doanh thu nm sau cao hn nm trc 5% n 10% v gip cho con ngi m mang kin
thc v hiu thm cuc sng bn ngoi. Lc lng bn hng l nhn t nh hng n s
thnh cng ca cng ty nhiu nht. Qua cng tc lc lng bn hng ca cng ty, hin nay
cng ty c mt s i ng bn hng c kinh nghim v c chuyn mn rt tt, c khch
hng khen qua nhng th kin ca khch hng gi v cng ty.
T nm 2011 cng ty L GIA s thc hin tiu ch:
- a dng ha sn phm, m rng quan h i tc, m rng doanh thu kinh doanh
trn khp c nc.
-Ye nhn l trong tn lai cng ty s xy dng i ng nhn vin c trnh , lm vi
hiu qu hn. Yi chin lc ny, Cng ty L GIA ngoi vn ch trng n khch
hng, xy dng h thng phn phi, cn tp trung vo vn xy dng h thng t chc
cng ty cng nh nhn vin bn hng ti cc nh sch mt cch chc ch hn, hot ng
c hiu sut cao hn.
3.1.2. PHNG HNG PHT TRIN CA CNG TY
- Cng ty cn tng cng hot ng sn xut kinh doanh, huy ng mi ngun vn,
pht huy nng lc qun l v nng cao sc cnh tranh ca n v, nhm lm cho cng ty
ngy cng pht trin v t hiu qu kinh t cao. T tng thu nhp, nng cao mc sng
cho cn b cng nhn vin cng ty, m bo li ch cho cc c ng, ng thi gp phn
vo s tng trng kinh t ca thnh ph H Ch Minh ni ring ca nn kinh t ca c
nc ni chung.
Trang 42
Kha lun tt nghip
M rng mng li kinh doanh vom ti cc tnh thnh khc ngoi thnh ph H Ch
Minh
Trin khai v hon thin h thng qun l bn hng bng chomg trnh vi tnh nhm
p ng tt hn na yu cu v qun tr.
3.2.
U IM V NHC IM V HOT NG BN HNG CA CNG TY

3.2.1.
U IM:
Mc d trong nhng nm gn y, cng ty chu s cnh tranh gay gt ca cc t chc

v cng ty hot ng trong cng lnh vc trn a bn nhng cng ty vn tn ti v pht
trin, lun lun hon thnh c cc ch tiu ra.
-
Cng ty c mt b my qun l tp trung n gin nhng khoa hc. Lnh o
cng ty lun n c v kim tra tnh hnh hot ng kinh doanh ca cng ty kp thi
x l cc tnh hung pht sinh ngoi mun.
-
C cc dch v chm sc khch hng rt chu o. S phc v khch hng ca cc
nhn vin cng ty L Gia rt tn tnh.

-
Cng ty c cc sn phm v my tnh v dch v v my tnh rt a dng.
C cu qun l bn hng tt, hnh thc o to nhn vin bn hng n gin
nhng hiu qu rt cao.

-
C dch v bo tr my tnh n tn nh khch hng.
Cng ty c quy trnh v cc nhn vin ca cng ty c k nng bn hng tt.
Yi vic thc hin tt cng tc bn hng, a cc mt hng ng vng v pht
trin trn th trng, t uy tn khng ngng tng, to thun li cho hot ng sau ny.
Thnh cng trong vic phn phi hng ho trn mt mng li rng khp t nc.
-
Trong cc yu t cn thit to dng cng vic kinh doanh th yu t qun tr c
vai tr v cng quan trng, yu t ny c th quyt nh n vic thnh hay bi ca doanh

nghip. Chnh v vy cng ty la chn, tuyn dng, o to cc nh qun tr c kin
thc, kinh nghim, am hiu cng vic mt cch su rng hn, am hiu th trng, t c
th hon thnh tt cng vic m cng ty giao ph.
Trang 43
Kha lun tt nghip
3.2.2. NHC IM
- Do cng ty mi i vo hot ng nn tn tui v sn phm trn th trng cha
c bit n nhiu.
-
Cng ty cha thc hin c hot ng nghin cu marketing v xy dng chin
lc marketing hp l, do mt s chnh sch ca cng ty thng b ng, mang tnh i

ph vi s thay i ca th trng. T dn n vic lp chin lc kinh doanh cha hp
l.
-
Khch hng ca cng ty cn qu t
Lc lng nhn vin bn hng cn thiu kinh nghim. Mt s nhn vin bn hng
cha theo kp vi s thay i ca c ch th trng, cha thm thy c cu; Khch

hng l thng , v th i lc h lnh nht, th vi khch hng. C bit, c ngi
cha nhn thc c quyn li c nhn phi gng lin vi quyn li ca khch hng, do
h th , lnh m vi cng vic bn hng.
-
Cc hnh thc khen thng cho nhn vin cn hn ch. Vic khen thng v tr
lng cho nhn vin cn mang nng tnh ngy cng, nn cha khuyn khch h phn u
tt. Hiu qu s dng sc lao ng cha cao, nhn vin cha pht huy ht nng lc ca
mnh.
-
Cch s l tnh hung i vi khch hng ca nhn vin cng ty cha c tt
Vic nh gi lc lung bn hng cha tt.
lm.
3.3. GII PHP V QUI TRNH BN HNG

3.3.1. GII PHP V H THNG BN s
Cng ty t hiu qu kinh doanh phi bn c hng v tm kim c nhiu khch
hng. Nhm qui nh phng php thng nht v hiu qu xc nh v xem xt cc yu
cu ca khch hng i vi sn phm v dch v ca cng ty L GIA. Qui trnh bn hng
c p dng i vi vic tip nhn, xem xt yu cu ca khch hng v t chc tiu th
sn phm do phng kinh doanh chu trch nhim thc hin.
* Tip nhn yu cu khch hng: nhn vin kinh doanh tip nhn cc yu cu ca
khch hng v sn phm.
Trang 44
Kha lun tt nghip
- Yu cu ca khch hng c th bang: Fax, Email, in thoi hoc trao i trc tip
- Yu cu ca khch hng c ghi vo s tip nhn yu cu khch hng
* Xem xt yu cu khch hng:
- Neu yu cu khch hng ph hp vi sn phm ca cng ty th nhn vin kinh
doanh lm bo gi gi khch hng.
- Neu yu cu khch hng khng ph hp vi sn phm m cng ty v th trng
hin c, th chuyn bc qua t vn khch hng.
* T vn khch hng:
- Nhn vin kinh doanh thng bo t vn v hng ha hin c hoc cc vn c
lin quan khc cho khch hng bit. Neu khch hng cn nhu cu th thc hin li bc
bo gi, nu khch hng cha c nhu cu mua hng hin ti th thng tin khch hng s
c lu vo h s khch hng tim nng.
* Bng bo gi:
Neu sn phm m khch hng yu cu l sn phm c bn ti cng ty hay trong kho
hoc vn cn trn th trng, nhn vin kinh doanh s bo gi cho khch hng theo biu
mu v cp nht vo s theo di thng tin khch hng.
* Xc nhn t hng ca khch hng:
Neu khch hng ng vi bng gi m nhn vin kinh doanh thng bo bang fax,
email, in thoi th s xc nhn bng cc hnh thc sau:
- Fax xc nhn n t hng c ch k va du ca ngi c thm quyn i khch
hng l nh phn phi.
- Nhn tin t cc v lp n t hng i vi khch l.
* Chun b n hng:
- Nhn vin kinh doanh sau khi nhn c xc nhn t hng t khch hng s lp
n hng gm 3 lin v chuyn n b phn k ton: 2 lin, lu 1 lin. Km theo n hng
l gi chi tit n hng.
* Giao nhn:
B phn giao nhn sau khi nhn c hng t kho s tin hnh giao
hng cho khch hng.
* Lu h s v thanh ton:
- Lu h s theo qui trnh kim sot h s ca cng ty L GIA
Trang 45
Kha lun tt nghip
- Nhn vin kinh doanh v k ton cng n s tin hnh thu hi cng n theo qui trnh
thu hi cng n ca cng ty.
3.3.2. GII PHP V H THNG BN L
Cn qung b trn mng khch hng khng ch mua my m h cn, h cn tm
n nhng dng sn phm hay, th v. Mun vy cng ty cn phi c nhng li gii thiu
li cun.
phng thc thanh ton hin nay i vi khch hng xa thanh ton qua ti
khon cng ty v qua bu in (nhng khch hng phi gi tin trc khi no nhn c
tin th cng ty mi gi my v cho khch hng, ngoi hai phng thc ny cng nn a
ra cch thanh ton bng cch hp tc vi bu in.
Kt lun:
Vi gii php hon thin quy trnh bn hng trn s gip cho nhn vin bn hng v
cng ty c th hiu r v cng vic bn hng gip cho qu trnh bn hng din ra d dng
v d kim sot
3.4. GII PHP V TUYN DNG V O TO NHN VIN BN HNG
3.4.1. GII PHP V TUYN DNG:
Tuyn chn v o to i ng bn hng chuyn nghip,Tuyn dng nhn vin bn
hng. Chi nhnh nn bt u vic tuyn dng bng cch xc nh nhng k nng, kinh
nghim hoc trnh o to cn thit trc khi tm kim nhn vin bn hng. Sau ,
phi quyt nh phng php tuyn dng tm c nhn vin . C 3 phng php c
bn tm kim ng vin l c th qung co trn bo, tp ch hoc qung co trn mng,
hoc c th thu mt n v tuyn dng (cch ny tn km v lu hn) nhng h c kinh
nghim trong vic tm kim ng c vin ph hp vi cng vic. Hn na, tm kim qua
mng li quan h c l l cch r nht tm kim nhn vin.
3.4.1.1. Tin hnh phng vn tuyn dng nhn vin bn hng:
y l mt c hi tt nh gi c mc nm bt cng vic bn hng qua
phng vn trc tip. Neu h khng th bn kh nng ca h cho bn th h rt kh c th
bn c hng ha hoc cn ca cng ty cho khch hng mt cch hiu qu.
Kha lun tt nghip
Tm hiu thng tin v cc kt qu bn hng trc y ca ng c vin, v d nh
lng hng h bn c cho doanh nghip trc v ngi gii thiu - ngi c th
Trang 46
xc nhn thng tin m ng vin ca bn cung cp.

Sc chu ng, tnh khn trong, kh nng thuyt phc, tnh quyt on, tnh ha
ng v tnh nng ng l nhng nng lc c nhn to nn mt nhn vin bn hng gii.
Bn hy kim tra xem liu cc ng c vin c ph hp i din cho doanh nghip
trc cng chng hay khng.
Cn lu rng cc cng ty khc nhau c cc k thut bn hng khc nhau. Mt
k thut bn hng nhanh l l tng i vi bn hng i tr li hng ph hp vi vic bn
cc sn phm phc tp hoc c gi tr cao v i hi s qun l khch hng cht ch.
3.4.I.2. Qun l i ng nhn vin bn hng :
D quy m ca i ng nhn vin bn hng nh th no, chi nhnh cng phi qun
l tt. Hy bt u bng cch xy dng mt chin lc bn hng m ton i u hiu
c. a ra cc mc tiu r rt v c th. Sau giao thnh vin trong nhm cng vic
v thi hn hon thnh. Trong bn hng, c th phn cng trch nhim theo cc khch
hng, sn phm hoc khu vc a l. Vic sp xp ny to iu kin cho khch hng xy
dng quan h vi ngi qun l khch hng.
S dng thng tin t cc ti liu bn hng nh bo co hnh ng bn hng theo
di kt qu hot ng ca nhn vin bn hng kt hp vi nh gi ca chi nhnh tho
lun trc tip vi h v kt qu t c. Vic ny to gip chi nhnh bit c cc vn
lin quan ti nhn vin ca mnh. Chi nhnh nn thu thp kin phn hi ca cc nhn
vin bn hng s dng khi xy dng nh hng kinh doanh v h c quan h cht ch
vi khch hng. Horn na, cc nhn vin bn hng ca doanh nghip c th c kin
chnh xc nht v nhu cu ca khch hng.
3.4.2. GII PHP V O TO NHN VIN BN HNG:
Cng tc o to iu c cc phng ban, vo u mi nm nghin cu vo hnh thi
sn xut kinh doanh ca nm v s p ng ca cn b nhn vin sau ban gim c v
b phn hnh chnh nhn s s ln k hoch o to lp cho k hoch o to nm ton
cng ty. Ngoi ra trong b phn hnh chnh nhn s cn
Kha lun tt nghip
phi chun b cc vn bn ngoi nh: Lin h c s o to, chng trnh o to, tin
hnh th tc ng k...nhng yu t trn phi chnh xc v cht lng.
3.5. GII PHP V B NHIM KHEN THNG
Trang 47
S cn thit phi c b my bn hng chuyn nghip. Qua cng tc qun tr ca lc

lng bn hng phi pht hin nhng u v nhc im ca n. B tr ng nhim v,
ng ngi cho ph hp vi kh nng, s thch v nguyn vng ca mi ngi. To iu
kin pht huy ti a kh nng, nng lc s trng ca mi nhn vin. Cn c mt ngn
sch qun tr lc lng bn hng hot ng c hiu qu.
To iu kin cho nhn vin pht huy kh nng ca mnh. ng thi cng ty phi c
ch i ng i vi cng ty c doanh s tng hng thng, mc hi lng ca khch
hng.
- C chnh sch tin lng thch hp: Tin lng bao gm lng cn bn v lng
theo phn doanh thu tng thm
- Khen thng cho cc nhn vin c nhiu c gng ng vic tng doanh s bn
hng
-
To iu kin v c hi cho nhn vin pht huy kh nng ca mnh.
3.6. GII PHP V BN HNG QUA MNG

Hin nay Vit Nam ta vic dng th tn dng gn tr nn ph bin trong tng
lai gn. Cng vi th tn dng l s ph bin v internet. Ngi dn ngy cng s dng
internet nhiu hn theo thng k th internet Vit Nam hin nay c khong gn 10 triu
ngi dng. Nhu cu ngi mua hng ca tiu dng chuyn sang hng khc l mua hng
ha trc tuyn qua Website ca cng ty.
3.7. GII PHP V NG DNG CNG NGH THNG TIN TRONG BN HNG
-
Trin khai p dng chng trnh qun l bn hng, cc mt hng phi c qun
l bng m vch.
- Khi c t khuyn mi hay c nhu cu iu chnh tng/ gim gi bn th b phn
cng ngh thng tin ca cng ty phi cp nht v ng b d liu kp thi n ton h
thng.
Kha lun tt nghip
- Xy dng v hon thin h thng trang Web ca cng ty, lun cp nht cc thng tin
mi nht ca cng ty cng nh thng tin v gi c ca cc chng loi hng ha. Hon thin
h thng h t - bn hng qua mng nhm to iu kin tt nht cho khch hng xa,
t bit l khch hng nc ngoi c th t mua sn phm ca cng ty mt cch nhanh
chng v thun li nht.
Trang 48
3.8. KT LUN:
Trong xu hng ca nn kinh t m, hi nhp quc t gip hot ng kinh doanh ti
Vit Nam pht trin nhanh. S kin Vit Nam tr thnh thnh vin chnh thc ca t chc
thng mi th gii (WTO) s mang n nhiu c hi v thch th to ln cho nn kinh t
Vit Nam ni chung v tng doanh nghip ni ring. Chnh v th m ngy cng nhiu cc
cng ty dch v ra i. e tn ti v pht trin, cng ty buc phi t hon thin mnh, u
t i ng nhn vin nm vng nghip v bn hng. Trong qu trnh thc hin s gp
nhiu vn pht sinh nu nhn vin bn hng khng nhy bn, khng thnh tho nghip
v v thiu kinh nghim s khng x l tt c cc tnh hung.
Yn ng trong tin trnh pht trin ca nn kinh t khu vc v th gii, L Gia t
c nhng kt qu ng khch l, to thm ngun thu cho Nh nc, gii quyt cng n
vic lm cho nhn vin. Tuy nhin, mi trng cnh tranh ngy cng gay gt, s tt hu
din ra nhanh chng nu khng c s i mi kp thi. Cng nh cc doanh nghip khc,
vn then cht ca cng ty hin nay l lm sao tr vng m rng v pht trin hn na.
Do cng ty nn khc phc nhng mt cn tn ti, c chin lc tn dng trit nhng
tim nng ca mnh nng cao nng lc cnh tranh ca mnh so vi i th cnh tranh.
ng thi nm bt nhng c hi ca thi i thc y s pht trin ca cng ty.
L mt sinh vin sp ra trng em lun thc c tm quan trng ca cng vic
trong tng lai, v ng thi t ra cho mnh mt mc tiu phn u gii v chuyn mn,
am hiu nghip v v phi c tnh sng to trong cng vic.
S thnh cng trong tng lai ca tt c cc bn sinh vin l nh vo s ging dy
nhit tnh v c s quan tm ca thy c, gip chng em nm vng l thuyt v ngi
to c hi chng em vn dng l thuyt vo thc t l cc doanh nghip.
Trang 49
Kha lun tt nghip
GVHD: ThS. Nguyn Th Tuyt Mai
Nc ta ang trong tin trnh hi nhp i hi s phn u, n lc ca tt c mi ngi

trong c c doanh nghip, Qu thy c v c c cc bn sinh vin.
SVTH: Nguyn Th Thanh Trnh
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Mot So Giai Phap Nang Cao Hieu Qua Ban Hang Tai Co - fy1OvKMvKc

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Mot So Giai Phap Nang Cao Hieu Qua Ban Hang Tai Co - fy1OvKMvKc

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Kha lun tt nghip

GVHD: ThS.Nguyn Th Tuyt Mai

KHI NM, BN CHT, VAI TR CA HOT NG BN HNG

cc i tng tiu dng khc nhau trong x hi.

SVTH: Nguyn Th Thanh Trinh

Kha lun tt nghip

GVHD: ThS.Nguyn Th Tuyt Mai

SVTH: Nguyn Th Thanh Trinh

Kha lun tt nghip

GVHD: ThS.Nguyt Th Tuyt Mai

1.3.1. LOI KHCH HNG

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Kha lun tt nghip

GVHD: ThS.Nguyn Th Tuyt Mai

+ Duy tr ci thin mc mua v ng h sn phm ca cc trung gian i vi

SVTH: Nguyn Th Thanh Trinh

Kha lun tt nghip

GVHD: ThS.Nguyn Th Tuyt Mai

Kha lun tt nghip

GVHD: ThS.Nguyn Th Tuyt Mai

Bn hng tuyn truyn

- Nhn vin bn hng tuyn truyn ca nh sn xut s h tr ti cc khch hng trc

CC PHNG PHP NGHIN cu HOT NG BN HNG

KH NNG TRI THC:

- Ngi bn hng khng cn phi c trnh cao c th x l trn my tnh. Tuy

NHNG KH NNG V TH CHT :

- Sc khe l tr ct. Phi c sc khe mi c th lm mt ngh cn nhiu hot

NHNG KH NNG V TM THN :

- im tnh v t ch khi khch hng c n m khng sng s, hoc c th

GVHD: ThS.Nguyn Th Tuyt Mai

- chi nhn ni: Mun bn c hng u phi chuyn d. Nu khng kin tm v

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NHNG KH NNG KHI BT THNG CHC :

Khi bt mt ngi bn hng ln chc v cao hom cn xem xt cc k nng sau :

TIP CN KHCH HNG :

C 3 bc tip cn khch hng:

Gm c mc tiu ca cng ty, chin lc sch lc marketing ca cng ty, sn phm

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+ Mc tiu ca cng ty: mi cng ty iu c s mng v mc ch ring ca mnh, b

+ Sn phm cng ty: khi k hp ng mua bn th yu t xem xt l sn phm cng ty

CC TIU CH NH GI CHT LNG CA MT H THNG BN

TNH CHUYN NGHIP CA Lc LNG BN HNG:

- Thi v c x ch khi giao tip vi khch hng

Tnh v k nng chuyn mn

- Kin thc v sn phm

Chin lc knh phn phi

- S knh phn phi c b tr

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- Tc ng v mt thng mi: So snh doanh s v th phn trc v sau khi c hot

- Thc hin ng nhng cam kt v ch dch v bo tr, bo hnh i vi cc sn

nh gi mc hi lng ca khch hng

- Kho st mc hi lng thng qua t l khiu kin, cc bng gp

NH GI QUA MT S CH TIU KINH DOANH

- Chnh lch doanh s nm ny so vi nm trc

- T s li nhun rng trn ti sn (ROA)

- So snh chi ph bn hng nm nay so vi nm trc

- S khch hng mi giao dch vi cng ty

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Kha lun tt nghip

GVHD: ThS.Nguyn Th Tuyt Mai

TAI CNG TY TNHH TM & DV MY TNH L GIA

LCH S HNH THNH V PHT TRIN CA CNG TY:

t nhn, c t cch php nhn, c con du ring.