S TAY KINH DOANH Page 1

Mc lc:
A. K nng bn hng c bn
1. Cc bc & ni dung c bn
1.1 Kho st v tip cn
1.2 Gp g t vn v k kt hp ng s dng dch v
1.3 Qun l quan h khch hng sau bn hng
2. Cc thng tin cn thu thp trong qu trnh tip cn khch hng
3. TELESALES
B. K nng bn hng nng cao
1. K nng trnh by
2. K nng x l khi b khch hng t chi
3. K nng Qun l h s khch hng
4. K nng lp k hoch
5. K nng t chc cng vic
6. K nng qun l thi gian
7. K nng kim tra cng vic
8. K nng nh gi cng vic
C. Ph lc
1. Incoterm
2. Containers specification
D. Ti liu tham kho













S TAY KINH DOANH Page 2




A. K NNG BN HNG C BN
1. Cc bc v ni dung c bn
1.1 Kho st v tip cn
a) Kho st:
- Mun lin lc & tip cn vi khch hng, trc ht phi xy dng c h thng d
liu khch hng. Vic tm kim d liu v khch hng c th thng qua nhiu knh
khc nhau c th nh: Danh b, Internet, d liu thu thp t Marketing, d liu
khch hng s dng dch v ca cng ty. Hoc tham gia cc CLB tm kim
khch hng
- Tm hiu th trng cng nh i tng khch hng mc tiu trong h thng d liu
khch hng c c khch hng ph hp, c nhu cu s dng sn phm dch v
ca cng ty cao nht.
- Tham kho nhng nhn vin kinh doanh khc thnh cng vi i tng/trong a
bn c khch hng mc tiu trao i kinh nghim.
Cc thng tin c bn v khch hng c th nh sau:
STT Miu t
1 TN CNG TY(*):
2 a ch(*):
3 Tel/Fax(*):
4 Nghnh ngh kinh doanh(*):
5 PICs name & mobile (*):
6 Ngy thnh lp
7 Vn ng k iu l
(*): Thng tin khng th thiu
Lun ghi nh cc nguyn tc sau:
+Bit ngi bit ta, trm trn trm thng
+90% thnh cng ca bn ph thuc vo thng tin kho st v s chun b ca bn
+R rng v thc t, lun xc nh c khi no? Lin lc vi ai? t mc ch g?
b) Tip cn:
Ngay sau khi kho st v thu thp d liu v khch hng mc tiu ti mt th trng mc
tiu, ng bao gi ch i m hay tin hnh tip cn khch hng ngay. Vic tip cn khch
hng c nhiu hnh thc nhng c bn l cc hnh thc nh sau:
- Tip cn bng in thoi:
S TAY KINH DOANH Page 3

+ t mc tiu r rng v thc t (sau khi gi in th mi n thm VP hoc t lch
gp trc tip, KHNG AI BN HNG NGAY TRONG CUC GI U TIN)
+Sp xp s lng cuc gi trong ngy: 5-10 cuc
+Chun b dng c sn sang cho cuc gi: khng gian yn tnh, thi gian ph hp, Giy
note, bt
+Tm trng tch cc khch hng c th thy c n ci ca bn qua Phone
+ M u mt cch chuyn nghip bng cch gii thiu bn thn bn cng nh a ra
l do cho cuc gi ng thi chun b sn nhng cu tr li c th c t ra bi
khch hng.
+Lm r nhng cu hi chnh (tm kim cng nhiu thng tin bn cn cng tt)
+Tm hiu v khch hng: S thch, thi quen, gia nh
+Kt thc mt cch chuyn nghip: Tng hp cc y/c ca khch hng, ha hn v vic
thc hin cng nh gi li cho khch hng thng bo kt qu. ng qun cm n
khch hng dnh thi gian trao i vi bn.
+Ghi li ton b thng tin trao i sau khi hon thnh cuc gi vo s follow cng
nh a ra nhng cng vic k tip v nh rng NG ch khch hng gi li cho
bn.
- Tip cn bng email:
ng bao gi gi email khi cha c s ng ca khch hng, vic spam email l vic ca
cc b phn nghip v, khng phi vic ca sales.
+Gi Brochure, gii thiu dch v chnh cng nh dch v mi trin khai (nu c)
+Duy tr s quan tm ca khch hng vi phn gii thiu hp dn v nhng phn nhn
mnh (nh du m hoc high light).
+Lun gi km Visit card/ Signature c th d dng gi lin lc vi khch hng cng
nh khch hng c th gi li ngay cho bn khi c nhu cu pht sinh cn s dng dch
v ca bn
+Duy tr lin lc mt cch tch cc: hn gp g khch hng trc tip trong tun hoc
mt ngy xc nh trong tun k tip
- Tip cn thng qua mng x hi: Facebook, Twitterhoc tham gia cc s kin, cc
CLB trn mng x hi
+Mi mng x hi li c mt i tng khch hng tim nng ring
+ mng x hi c th lin h vi bn bt c lc no
S TAY KINH DOANH Page 4

+ Khi c i tng khch hng quan tm n sn phm dch v, kho lo t mt cuc
gp trc tip ti vn phng hiu r hn nhu cu cng nh kim tra li thng tin v
khch hng.
- Tip cn thng qua s gii thiu:
Thng qua s gii thiu ca anh ch em, bn b, ng nghip hoc nhng khch hng
thn thit (vi nhng sales c khch hng thn thit) sales ly d liu v i tng
c nhu cu s dng dch v mnh ang bn tip cn v phng thc ny l mt
trong nhng phng thc rt hiu qu
+Lun cm n khi c gii thiu v update thng tin thng xuyn vi ngi gii
thiu c s h tr khi cn thit
+Lun coi trng v coi khch hng c gii thiu l nhng khch hng tim nng
Lu : Lun m rng v gi mi quan h tt p vi mi ngi v lun ghi nh
QUAN H KHNG PHI L TIN NHNG N C TH TO RA TIN
- Tip cn bng vic gp v lm vic trc tip:
Phng thc ny l phng thc hiu qu nht nhng mt thi gian, cng nh kh
thc hin nht. Vic gp g khch hng trc tip khng nhng gip sales hiu r hn
khch hng, nhu cu ca khch hng ng thi kim tra nm bt thng tin mt cch
chnh xc v r rng nht tuy nhin cng l lc khch hng tm hiu v nh gi
sales, nh gi cng ty mt cch chnh xc nht. 90% quyt nh s dng dch v ca
khch hng c thc hin sau khi gp trc tip v vy cn c s chun b k lng
trc khi gp v lm vic trc tip:
+Hy t ra chuyn nghip v chun b ti liu tht tt trc khi gp v lm vic vi
khch hng: n mc chnh t, chun b sn Brochure/ service introduction/name card.
+Thng qua cc b phn nghip v hiu r sn phm dch v ca cng ty, lun t tin
v am m khi gii thiu sn phm, dch v ca cng ty vi khch hng ( c im mnh
& im yu). C th nh s h tr ca cc b phn nghip v tham gia vo cuc gp
(nu cn)
+Lng nghe khch hng cng nh hiu nhu cu ca khch hng. ng bao gi ni
KHNG vi nhu cu ca khch hng m hy c gng p ng ti a nhu cu ca
khch hng trong kh nng c th cng ng bao gi c gng chin thng khch hng
bi nu bn chin thng tc l bn s mt c hi cung cp dch v cho khch hng.
Trong trng hp cha hiu r nhu cu ca khch hng th phi nh nhn, kho lo
lm r nhng ch cha hiu c th cung cp dch v tt nht cho khch hng vi
phng chm HAI BN CNG C LI
+ ng qun cm n khch hng sau khi kt thc bui gp ng thi ghi nh gi km
Brochure/ service introduction & name card cho khch hng.
S TAY KINH DOANH Page 5

Trong cc phng thc tip cn nu trn th phng thc tip cn khch hng qua vic
gi in thoi l nhanh chng, d thc hin ng thi cng l phng thc ch yu
m u cho nhng phng thc tip theo.
1.2 Gp g t vn v m phn k kt hp ng s dng dch v
- Gp g v t vn cho khch hng l khu quan trng quyt nh s thnh bi ca
vic bn hng. cuc gp v qu trnh t vn c thun li v thnh cng cn
phi c s chun b k lng nh hng dn trong phn tip cn khch hng
Gp v lm vic trc tip. Ngoi ra cn lu cc nguyn tc quan trng sau:
+ T vn dch v lun i km vi ti liu: Brochure/ Service introduction/ Name card km
theo bng tnh ton, so snh chi ph dch v lm sao cho khch hng d hiu v hiu r
nht dch v ca bn cng nh u nhc im khi s dng dch v ca bn
+Hiu su, nm r dch v cng ty cung cp t vn linh hot cc yu cu khch
hng a ra mt cch hiu qu, ti u.
+Nguyn tc khng bao gi ni KHNG , khch hng lun lun ng v ng bao gi
tm cch chin thng khch hng nu khng bn rt c th s mt c hi cung cp dch
v cho khch hng.
+Ngoi cng vic, bn nn m rng quan h c nhn cng nh tm hiu v thi quen,
s thch ca khch hng
+Lun cho khch hng cm gic l bn ang rt quan tm n h
+Cho khch hng thy ngoi vic bn bn hng, th bn cn l mt ngi bn ang
quan tm v c th chia s vi khch hng.
+Lun gi li ha l cha kho ca s hp tc lu di
+Lun c gng lm tt hn, nhanh hn cam kt
- m phn k kt hp ng cung cp dch v
Sau khi t vn cng nh bo gi cho cc yu cu dch v ca khch hng, hy
khch hng a ra quyt nh da trn li ch ring ca h cng nh khch hng
nhng li ch ca vic s dng dch v ca cng ty sau kho lo cht bo gi cng
nh i n k kt hp ng- Khi u ca mi quan h lu di.
Hp ng c s dng theo mu ca cng ty cung cp nhng cng phi linh hot iu
chnh cc iu khon ph hp vi yu cu ca khch hng t ra.
Khi m phn v k kt hp ng vi khch hng cn lu cc iu khon sau:
+ iu khon quyn v trch nhim ca hai bn
+ iu khon gi c
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+ iu khon thanh ton
+ iu khon bt kh khng
Sau khi k kt hp ng th phi lun lun cng c dch v cng nh m bo cc bn
thc thi ng cc iu khon trong hp ng.
Trng hp khch hng khng chp nhn k kt hp ng, nn tip tc gi vng tinh
thn cung cp thm li ch cho khch hng ng thi follow chn thi im m
phn khc thch hp hn.
1.3 Qun l quan h khch hng sau bn hng
Qun l quan h khch hng sau bn hng l cc k quan trng. Bn hy hnh dung nh
khi bn b c ngy ra cu c mt con c, nu bn qun l khng tt th con c
s nhy i mt v bn li phi i lm li t u.
Qun l khch hng sau bn hng l to dng lng tin ca khch hng i vi sn
phm dch v ca cng ty DHLOGISTICS CO.,LTD. Rt nhiu ngi cho rng gi c l
yu t quan trng nht nh hng n vic bn hng, iu ny c th ng mt phn
i vi kinh doanh sn phm hu hnh nhng i vi sn phm dch v th l BN-
NGi bn hng.




S TAY KINH DOANH Page 7

2. Cc thng tin cn thu thp trong trong qu trnh tip cn khch hng
2.1 Sales hng nhp.
a) Sales trc tip ngi mua hng ti VN (consignee =cnee).
* Tm hiu chi tit v thng tin ca cnee, loi hng ha m cnee hay nhp khu
* Tip cn qua in thoi ly thng tin v ngi qun l XNK, ly thng tin v l
hng, iu kin giao hng v cc dch v m mnh c th cung cp c cho cnee.
+Vi iu kin giao hng l Ex-works: cn ly c cc thng tin c bn sau
- tn hng
- s cn, kch thc ca kin hng/ l hng
- a ch giao hng ti nc ngoi
+Vi iu kin giao hng l FOB: cn ly c cc thng tin c bn sau:
- tn hng
- s cn, kch thc ca kin hng/ l hng
- cng xp hng ti nc ngoi
+Vi iu kin giao hng l CIF: cn ly c cc thng tin c bn sau:
- tn hng
- s cn, kch thc ca kin hng/ l hng
- cng d hng
- a im tr hng
* Chuyn giao thng tin cn thit cho cc b phn nghip v tng ng check gi
cost
+Vi iu kin giao hng l Ex-works/FOB: sales chuyn giao ton b thng tin ca l
hng c cho b phn customer service import (CS imp) check gi Ex-works
charges, air/sea freight vi agent u nc ngoi.
+Vi iu kin giao hng l CIF: sales chuyn thng tin ca l hng cho b phn
Operation (Opts)/ Trucking check gi lm th tc HQ thng quan hng NK v vn
chuyn ni a.
* Tin hng cho gi cho khch hng theo form cho gi ca cng ty (nn nh rng gi
cc b phn nghip v cung cp l gi cost, sale phi make up gi ny ln vi mc
profit ph hp cho gi).
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* Sau 1~2 ngy cho gi th phi lin h li vi khch hng ly phn hi ca khch
hng v bo gi ca mnh.
* T l thnh cng ca cho gi s cao hn nu sales hn gp c khch hng v gii
thiu thm v dch v cng nh cc khch hng ln khc m cng ty ang cung cp
dch v.
* Thng xuyn d lin lc vi cnee update thm thng tin v hng ha/ dch v m
h ang cn.

b) Sales ngi bn hng ti nc ngoi (shipper =shpr).
* Thng qua mi quan h thn thit vi cnee, sale c c thng tin ca mt shpr ti
nc ngoi, m iu kin giao hng cnee k l CIF/ C&F/ CFR/DDU/DDP th sale c
th yu cu cnee cung cp sales contract/PO ca l hng or xin chi tit shpr ti nc
ngoi, bao gm c chi tit ngi lin h (attention =attn, person in charges = pic)
cung cp y thng tin cho CS imp. B phn CS imp s chuyn chi tit thng tin
c sang cho agent ca cty ti nc ngoi v hng dn agent ti nc nga lin h
cho gi cho shpr.
* Ngoi ra, sale cng nn thng qua cnee yu cu shpr s dng agent ca bn mnh
hanlde l hng ang c vic nhn hng ti VN c thun li hn. (v d nh cp
nht thng xuyn thng tin ca l hng, ly lnh giao hng nhanh hn, thun li hn
trong vic sa cha thng tin trn vn n...)

c) Sales i l (agent) ***.
* Vi cc sale c kinh nghim th c th sales thng nhng agent ang c nhiu
hng ch nh t nc ngoi v VN, thng thng cc agent ny ax c handling agent
ti VN ri, nhng thng qua cc chnh sch thun li hn ca cng ty v vic handling
nh: khng thu agent fee, cam kt thu mc local charges thp, a ra mc refund/
feedback cao, or gi li hng i ng t VN i cho agent nhiu hn....

2.2 Sales hng xut.
a) Sales trc tip ngi bn hng ti VN (shpr).
* Tm hiu chi tit v thng tin ca shpr, loi hng ha m cng ty ny hay xut khu
* Tip cn qua in thoi ly chi tit thng tin ca ngi qun l XNK, ly thng tin v
l hng, iu kin giao hng v cc dch v m shpr ang cn cung cp.
+Vi iu kin giao hng l FOB: cn ly c cc thng tin sau:
S TAY KINH DOANH Page 9

- tn hng
- s cn, kch thc ca kin hng/ l hng
- a im ng hng
- cng xp hng
+Vi iu kin giao hng l CIF: cn ly c cc thng tin sau:
- tn hng
- s cn, kch thc ca kin hng/ l hng
- a im ng hng
- cng d hng
+Vi iu kin giao hng l DDU/DDP: cn ly c cc thng tin sau
- tn hng
- s cn/ kch thc ca kin hng/ l hng
- a im ng hng
- a ch ngi nhn hng ti nc ngoi
* Chuyn giao ton b cc thng tin ca l hng n b phn nghip v tng ng
check gi cost
+Vi iu kin giao hng l FOB: Sales chuyn ton b thng tin ca l hng cho b
phn Opts/ Trucking check gi lm th tc HQ thng quan hng XK, check gi vn
chuyn ni a.
+Vi iu kin giao hng l CIF/DDU/DDP: sales chuyn chi tit thng tin ca l hng
cho b phn Opts/ Trucking/ Cs export (CS exp) check gi th tc hi quan thng
quan hng XK, check gi vn chuyn ni ai, check gi air/ sea freight, check gi v cc
chi ph giao hng ti nc ngoi.
* Tin hng cho gi cho khch hng theo form cho gi ca cng ty (nn nh rng gi
cc b phn nghip v cung cp l gi cost, sale phi make up gi ny ln vi mc
profit ph hp cho gi).
* Sau 1~2 ngy cho gi th phi lin h li vi khch hng ly phn hi ca khch
hng v bo gi ca mnh.
* T l thnh cng ca cho gi s cao hn nu sales hn gp c khch hng v gii
thiu thm v dch v cng nh cc khch hng ln khc m cng ty ang cung cp
dch v.
S TAY KINH DOANH Page 10

* Thng xuyn d lin lc vi cnee update thm thng tin v hng ha/ dch v m
h ang cn.

b) Sales ngi mua hng ti nc ngoi (cnee).
* Qua thng tin ca shpr ti VN m sale c mi quan h, sale bit c v 1 l hng m
shpr sp bn cho cnee ti nc ngoi, m iu kin giao hng l FOB/FCA/EXW. Sale
cn phi lm cc vic sau:
- Cho gi lm th tc HQ thng quan hng xut v gi vn chuyn ni a cho shpr ti
VN
- Xin shpr chi tit ca cnee ti u nc ngoi chuyn giao cho b phn CS exp, b
phn CS exp s gi cc thng tin ny cho agent ca cng ty ti nc ngoi v yu cu
agent tip cn, cho gi cc dch v cn thit cho cnee.
- Yu cu shpr hng dn cnee nn chn dng dch ca agent ca cng ty ti nc
ngoi thun tin hn trong qu trnh xut khu hng.
c) Sales i l (agent).
* Vi cc sale c kinh nghim, qua thng tin no m sale bit c v chi tit
mt agent ti nc ngoi thng xuyn c hng ch nh ti VN xut i. Sale c th
tip cn agent v yu cu hp tc vi cng ty mnh, km theo cc iu khon thun
li hn nh: khng thu agent fee, share 50% handling fee/ or refund local charges
thu c ti VN, gi li hng i ng cho agent .
2.3 Sales hng vn chuyn ni a.
* Tm hiu th mnh v gi c, dch v cc tuyn trucking m cty mnh ang c
* Nm vng cc nghip v v chuyn b giy t xk/nk hng ha, xin giy php cn quan
kim tra chuyn nghnh nh: kim dch/ hun trng/ kim dnh Vin dt may, Vin vt liu
xy dng, kim tra cht lng...
* Tm hiu chi tit v khch hng, tuyn ng, tn hng, trng lng v khi lng
ca l hng
* Check gi vi b phn trucking/ Opts
* Tin hng cho gi cho khch hng
** V cng ty c sn i xe nn i tng tip cn cho gi trucking c th l khch
hng trc tip, cng c th l cc cng ty forwarder ko c xe vn chuyn. Vic cho gi
cc cng ty forwarder nn tham kho kin hoc cng vi ngi qun l tip cn
kh nng thnh cng cao hn.
3. TELESALES
S TAY KINH DOANH Page 11

Call to a company and the answer is an operator, secretary, receiptionist:
A: Cho bn, bn c th cho mnh gp Gim c hoc trng phng XNK bn cng ty
bn c ko?
A: Hi, can you help me to see your Managing Director or the import/export Manager?
B: Anh (ch) c th cho ti bit anh (ch) c vic g cn gp gim c (hoc qun l) ca
cng ty ti khng?
B: Can you tell me the reason to see the Director of my company?
A: Mnh l .., mnh gi t cng ty giao nhn vn ti DH hoc cng ty giao nhn hng
hi Ton cu. Hin ti bn mnh ang m rng cung cp dch v mi vi chng trnh
u i cho cc cng ty ln. Cng ty bn l mt trong nhng i tng khch hng cao
cp c la chn, mnh mong mun gp gim c/ Trng phng xut nhp khu ca
bn trao i k hn v chng trnh ny.
A: I am .., calling from DHLogistics/WM Logistics does have special incentive services
for priority customers and Senior directors of your company is one of the high level
selected customers, I want to meet your manager to introduce the benefits of program.
Trng hp 1 : Ngi nghe in thoi s chuyn my ti i tng bn cn tip cn:
Case 1: The operator will switch the phone to the director:
A: Xin cho Anh (Ch), em l em gi t cng ty giao nhn vn ti DH hoc cng ty
giao nhn hng hi Ton cu, hin ti bn cng ty em ang m rng dch v mi vi
Chng trnh u i gim gi cho cc khch hng ln nn em mong mun c gii
thiu vi Anh (Ch) chi tit v dch v v li ch ca chng trnh ny
A: Hello Mr (Ms.), I am .., DHLogistics/WM Logistics, my company is opening an
incentive program account for the senior high-level customers, I would like to introduce
the benefits of this program.
Trng hp 1.1: ng (mc tiu i thoi quan trng nht l set up c cuc hn
trc tip bn bc chi tit v cross sales cc sn phm khc)
Case 1.1: OK (the most important target is to set up appointments directly to discuss
details and cross sales of other products)
A: Tha anh (ch), dch v dnh Em xin php c gp anh (ch) trao i k hn
v nhng sn phm ny.
A: This is a service for . I would like to see you to discuss more detail about these
products.
Thng thng khch hng s tr li l s ch ng gi li khi c nhu cu hoc khi
c thi gian rnh (Nhng bn yn tm, khch hng s khng bao gi gi li bn) nn
ngi sales s ch ng ln cuc hn gi in li hoc hn gp vi thi gian c th
S TAY KINH DOANH Page 12

(V d: Em xin php gi li/n gp Anh (Ch) vo Th Hai cui gi chiu hoc hi
khch hng a ra thi gian thch hp)
Usually a customer will respond to call when there is free time (Unfortunately, clients will
never call you back) so the sales person must actively set up an appointment with a
specific time (for example: I will recall/see you next Monday afternoon or ask customers
make the appointment at an appropriate time)
Trng hp 1.2: T chi
Case 1.2: Rejected
A: Vng, nu hin ti Anh (Ch) cha c nhu cu s dng dch v vn chuyn hng FCL
i cc tuyn em cp bn trn. Em mong mun s thng tin ti Anh (Ch) khi cng
ty em c nhng chng trnh u i khc thng qua th in t anh chi tham kho.
Hin ti, cng ty em cn ang cung cp dch v vn ti bng ng bin v ng
hng khng ni a v quc t, ng thi cn cung cp dch v khai bo hi quan v
giao hng n tn kho cho khch hng vi mc gi cnh tranh so vi th trng. Nu
anh ch c nhu cu th em xin php c gii thiu thm v nhng dch v ny
A: Well, if you dont have the demand for this kind of service
C: Hin ti cng ty ti s dng dch v dch v ca mt cng ty ABC khc .
C: Currently my company use ABC service.
A: Em mong mun mi anh ch s dung thm dch v ca cng ty em anh (Ch) c
thm mt s la chn mi. S rt hu ch vi cng ty anh (ch) trong vic m bo
hng ha vn chuyn i/n ng thi gian (c bit trong thi im peak season) ng
thi m bo cng ty anh (ch) lun c s dng dch v vi gi thnh cnh tranh
nht.
A: I would like to invite your company to try additional services from an International
freight forwarder/NVOCC to take advantage . (Gii thch k thm nu khch hng
quan tm) (Explained more thoroughly if the customer care)
C: Cng ty ti khng c nhu cu s dng dch v ny
C: My company has no need to use this service ...
A: Vng, do hin ti Anh (Ch) cha c nhu cu s dng nn em s gi thng tin cng
nh bn cho gi (quotation& Brochure) Anh (Ch) c th tham kho v so snh
A: Well, by now if you have no need to use the service. I would like to send you the
material that you can see and compare.
Trng hp 2 : Ngi nghe in thoi khng ng chuyn my:
Case 2: The operator did not consent to the transfer phone:
S TAY KINH DOANH Page 13

B: Nu c vic g anh (Ch) c th trc tip trao i vi ti
B: If there is anything you can directly communicate with me
A: Vng, vy em xin php lm phin anh (ch) mt vi pht gii thiu s qua v mt
s sn phm ca cng ty em: hin ti em xin php c gp anh (ch) trao i k
hn v nhng sn phm ny.
B. K NNG BN HNG NNG CAO
1. K nng trnh by
Trnh by mt ch hiu qu l li cun c s ch v ng tnh t pha ngi
nghe h chp nhn cc vn / tng m bn a ra.
bi trnh by hp dn v t hiu qu th cn phi c s chun b y trc khi
trnh by: Chun b ti liu, chun b cu trc cho bi trnh by, chun b phng tin
trnh by, chun b khng gian & v tr trnh by
Cn lu mt s im sau:
1.1 Khi trnh by:
- Lun gi s t tin v am m khi ni n vn bn ang trnh by
- Khi ni, cn lu n tc v phi nh gi hiu qu thng ip m bn ang
trnh by
- Ngi nghe s ch tip thu mt s im trong bi trnh by ca bn cho nn la
chn cc im quan trng tch ring ra v tip tc cng c cc im .
- Pht huy ti a k nng truyn thng ca bn:
+ Nhn vo ngi nghe trong khi trnh by
+ Trnh by mt cch sinh ng nhng khng thi qu
+ S dng cc ng tc ph hp nng cao kh nng truyn t ca bn
- Trnh s dng i t Ti cng nh to khng kh ho ng trong qu trnh trnh
by. C th linh hot s dng khiu hm hnh trong khi trnh by nhng khng thi
qu
iu quan trng nht khi trnh by l s t tin, thoi mi v lun ti ci. Ngi nghe
s cm thy gn gi v d dng tip thu tng ca bn hn
1.2 Sau khi trnh by v tr li cc cu hi
- Lng nghe cn thn ton b cu hi
- Tm thi gian bn suy ngh: em xem li vn ny mt cch k lng/ em
trao i thm vi b phn nghip v ca bn em.
- Trung thc v nhng vn bn cha bit v NG bao gi ni di
S TAY KINH DOANH Page 14

- Trnh ch hi thoi vi mt ngi (nu c nhiu ngi cng nghe bn trnh by)
2. K nng x l khi b khch hng t chi
Khng t nhn vin tip th v bn hng phi tha nhn rng vic thu ht cc khch
hng mi kh khn khng km g cu c bng mt si dy v ci so. H bit rng
khng phi ch c khch hng no cng d cn cu vi nhng mi cu thng thng.
Ngh thut cu c nm ch phi chn c mi cu thch hp.
Thay vo , bn hy a ra mt vin cnh mi m.
i vi nhng khch hng ny, bc u tin l trnh ng n nhng vn v lng
trung thnh. ng vi ti vic liu khch hng c tho mn hay khng vi nhng
sn phm/dch v m h ang s dng, chc chn, h c cm gic gn b nht nh vi
nh cung cp m h tng giao dch trong mt thi gian.
Di y l nm trng hp khch hng biu hin s t chi v nhng chin lc
tng ng gip bn bin c m ca mnh thnh hin thc:

1. Ti ang giao dch vi mt i th cnh tranh ca bn. y l mt cu ni m
cc Nhn vin kinh doanh thng nghe c t khng t cc khch hng tim nng.
Hu ht cc i th cnh tranh u c cc khch hng quan trng - nhng ngi bn
lun m c thu ht v vi mnh.
Mc d, khong cch gia c m cu c nhng con c to v hin thc cu c
khng phi lc no cng trng kht, nhng bn khng nn ht hy vng. Lun c nhng
cch hiu qu gip bn c c cc khch hng mi nh mong mun cho d h c t
ra i cht khin cng.
Tuy nhin, vic li ko cc khch hng mi mua sm sn phm/dch v lun l mt
trong nhng nhim v kh khn nht. Chc khng t ln, bn s gp phi cc khch
hng kh tnh v s t chi thng thng. Trong nhng trng hp nh vy i hi
bn mt ngh thut giao tip kho lo.
Khng th ph nhn vai tr ca khch hng trong hot ng kinh doanh ca bt c cng
ty no. Nu bn mun sn phm/dch v ca mnh c tiu th mnh trn th trng,
th yu t u tin chnh l khng ngng y mnh s lng khch hng.

2. Gi ca bn qu t. y l li phn nn ca nhng khch hng trong m ca
bn v yu t gi c.

Bn cnh , bn cn nhn mnh rng khch hng s khng c g mt khi lng nghe
bn ni. Mc ch l h nghe thng ip ca bn, James Schofield - ch tch trang
web www.ImprovSelling.com chuyn v o to bn hng - cho bit, Khng phi lc
no, bn cng ginh thng li, nhng t nht bn tc ng c phn no n suy
ngh ca h.
S TAY KINH DOANH Page 15

Hy hi xem liu nh cung cp hin ti c ang em li cho h mt iu g mi m -
mt tng mi hay mt phng thc mi, Alan Weiss, tc gi cun best-seller How
to Write A Proposal that's Accepted Every Time (Mt xut bn hng c chp nhn
vo mi thi im), cho bit, Khng t khch hng sn lng thay i cc nh cung cp
h gn b lu di ch v mun c mt cm gic ti mi.

Bn cng nn trnh lm dng vic gim gi bi iu ch h thp gi tr vic bn ang
lm. Hy hi cc khch hng xem liu iu g khin h sn lng mc hu bao, Elaine
Berke mt chuyn gia lm vic ti cng ty t vn EBI Consulting, cho bit.

Vn thc s nm gi tr ca sn phm/dch v m bn cung cp. Bng vic ni
rng gi ca bn qu t cho thy khch hng cha hiu r sn phm/dch v ca bn
c th em li cho h iu g. Do vy, mi vic hon ton ty thuc vo cch gii thiu
sn phm/dch v ca bn. Hy b qua yu t gi c, Weiss cho bit, Nhim v ca
bn l cho khch hng thy nhng g bn s em li cho h. Khng c g l qu t
nu cc khch hng nhn thy r gi tr ca n.

Deren cng xut vic thit lp mi quan h mng li cng rng cng tt, lm sao
gia bn v khch hng bao gi cng c mt ngi quen trung gian no . Nu lm
c iu ny, khch hng s c cm gic thn thin vi bn hn. Nu khng c
nh th, th mt cht hiu bit lin quan ti khch hng cng c th gy n tng kh
tt. Khi , H s cho rng bn l mt trong s t ngi c th tr chuyn, Deren ni.
T , bn hy c gng tm ra l do ti sao khch hng li bn khon v vn thi
gian. iu ny ng ngha vi vic bn cn tin hnh mt vi nghin cu thu o
xem iu g ang xy ra vi h. Hy kim tra cc bi bo v tm kim trn Internet
nhng thng tin gn y v khch hng. Sau , xem xt xem sn phm/dch v ca
bn c th p ng c nhng nhu cu ca h khng. Cc khch hng c th ang
bn tm gii quyt mt vn ring t no , Chris Deren, CEO ca hng
SellMasters chuyn v t vn kinh doanh, cho bit, Hy cho h hiu rng nhng g bn
lm c th gip h t nhiu, hay t nht cng khng lm mt thi gian ca h.
Tuy nhin, bn hy can m: d sao khch hng t nht cng c thi gian ni rng
h khng c thi gian. V nh vy l h ni chuyn vi bn y!, Berke ni, l
mt du hiu cho thy bn ang c c hi.

S TAY KINH DOANH Page 16


3. Ti khng c thi gian ni chuyn vi bn. Cng nh tin bc, thi gian l mt
ti sn m cc khch hng tim nng khng mun chia s vi bn.

Bn cn m bo rng cc li ch l tng thch vi nhng mc tiu c th ca khch
hng. Hy tm hiu v nhng g thc s quan trng vi h t gii thch r cc vn
ca khch hng s c ci thin nh th no: Nu bn pht l cc nhu cu c th
ca khch hng, bn s khng t c g c ngoi nhng li ni so rng Schofield,
cho bit.
Trong trng hp ny, bn cn nhn mnh ti kt qu ca nhng li cho mi, ch
khng phi ti bn thn sn phm/dch v. V d, c qu nhiu cng ty ni v cch thc
s dng m khng cp ti khch hng s c li g t vic s dng, Weiss cho
bit, Bn phi tp trung vo cc kt qu em li. iu ng ngha vi vic cho cc
khch hng thy h s c c nhng li ch g - chng hn nh thu thp, tit kim chi
ph,...

4. Ti khng nhn thy bt c gi tr no trong li cho mi ca bn. iu ny
cng bt ngun t s thiu hiu bit ca khch hng v bn, mc d nhng g bn cho
bn thc s c gi tr.

Nguyn tc s 1: hy xin li m khng c bt c li gii thch hay bo cha no bin
h cho nhng g xy ra trong qu kh, thm ch c khi iu khng khin cho cc
khch hng ny quay tr li. Sau khng nh rng vn ny chc chn s khng
xy ra ln th hai rng mt li k thut no c khc phc hay mt nhn vin
c vn khng cn lm vic trong cng ty na. Bn hy cung cp cho h mt vi
chng thc nht nh t cc khch hng khc lin quan ti vn khc mc trc y.

5. N khng pht huy hiu qu trong ln gn y nht. y l mt li t chi kho
ca cc khch hng c ca bn - nhng ngi ra i trong mt hon cnh khng my
d chu mc d bn thit tha nu ko.

Cui cng, bt lun trong trng hp no, bn hy cp ti nhng sn phm/dch v
c th em li cc gi tr hon ton mi m - iu , cng vi mt li gii thch chn
thnh, bn hon ton c th lm mm lng c nhng khch hng kh tnh nht.



S TAY KINH DOANH Page 17

3. K nng qun l HS khch hng
Qun l h s khch hng bao gm vic sp xp, xem xt ln k hoch lm vic vi
khch hng.
3.1 Tm quan trng:
- m bo cung cp thng tin kp thi
- X l cng vic nhanh gn, hiu qu
- C th d dng tm H s ca khch hng khi cn
- Thun li cho vic chuyn giao thng tin h s ca khch hng t ngi n sang
ngi kia
3.2 Phng php qun l h s:
- Lu theo vn, mu t
- Lu theo s, m s
- Lu theo nghnh ngh kinh doanh ca khch hng
4 K nng lp k hoch
Lp k hoch l mt qu trnh n nh mc tiu v xc nh nhng bin bin php tt nht
thc hin nhng mc tiu .
C cc loi k hoch sau: K hoch theo tun, k hoch theo thng, k hoch theo nm
hoc vi nm
Lp k hoch c ngha nh sau:
- T duy c h thng tin liu cc tnh hung xy ra c gii php x l
- Phi hp cc ngun lc hiu qu hn
- Tp trung vo cc mc tiu v chnh sch ca cng ty
- Sn sang ng ph, i ph vi nhng thay i c th xy ra trong qu trnh thc
hin cng vic
PHNG PHP XC NH NI DUNG CNG VIC 5WH2C5M KHI LP K HOCH
Xc nh mc tiu, yu cu cng vic 1W (why)
Xc nh ni dung cng vic 1W (what)
Xc nh 3W: where, when, who
Xc nh cch thc thc hin 1H (how)
Xc nh phng php kim sot 1C (control)
Xc nh phng php kim tra 1C (check)
Xc nh ngun lc thc hin 5M


S TAY KINH DOANH Page 18

LP K HOCH CN M BO CC NGUYN TC SMART C TH NH SAU:
Specific: C th, d hiu
Measurable: C th o lng c
Achievable: va sc
Realistics: Thc t
Timebound: c thi hn r rng
5 K nng t chc cng vic:
t chc cng vic c hiu qu phi bit phn loi cng vic c th sp xp cng
vic sao cho hp l v t hiu qu cao nht

Khn cp

Khng quan trng Quan trng




Khng khn cp
PHN LOI CNG VIC:
Theo mc quan trng
Theo mc khn cp
Theo tn sut
Sau khi phn loi cng vic ri th xc nh th t u tin nh sau:
- Quan trng v khn cp (1)
- Quan trng nhng khng khn cp (2)
- Khn cp nhng khng quan trng (3)
- Khng khn cp v khng quan trng (4)
Vi (1): th phi thc hin ngay.
Vi (2) & (3): c th thc hin song song sau (1) v lu cc yu t:
+ Thi hn gii quyt cng vic
A
B
C
S TAY KINH DOANH Page 19

+ Tch cng vic chnh thnh nhiu cng vic khc nhau trn c s bn xc nh c
lch lm vic cho tng cng vic
6 K nng qun l thi gian
Qun l thi gian ca bn mt cch hiu qu em li nhiu li ch thuyt phc:
- Lm cho cuc sng d dng hn
- Lm gim cng thng, Stress
- Tng hiu qu ngy lm vic
- Tng nim vui trong cng vic
- Tng nng sut lao ng
- Tng thi gian ring t cho bn dng
Ngoi ra, qun l thi gian hiu qu gip bn c thm thi gian suy ngh nhng vic
quan trng cng nh c thm thi gian gii tr.
S QUN L THI GIAN

(1). Aware : nhn bit : ra mc tiu cho c nhn & cng vic. sau sp xp u tin
(2). Analyse : iu cn lm
(3). Attack : n cp thi gian loi b k n cp thi gian ca mnh.
1) aware
2) analyse
3) attack 4) assign
5) arrange
6) save time,
better use
S TAY KINH DOANH Page 20

(4). Assign : lp th t u tin
(5). Arrange : hon thin k nng, lp k hoch
(6). Save time, better use : tit kim thi gian, s dng thi gian tt hn
7 K nng kim tra cng vic
Kim tra l o lng v chn chnh vic thc hin cng vic nhm m bo rng cc mc
tiu t ra c thc hin ng theo ng k hoch.
- m bo kt qu t c ph hp vi k hoch t ra
- m bo vic s dng cc ngun lc mt cch hiu qu
- Xc nh v d on nhng bin ng cng nh nhng chiu hng chnh
- Ph bin nhng ch dn cn thit mt cch lin tc ci tin vic hon thnh cng
vic, tit kim thi gian, cng sc ca BN v ca mi ngi
- Pht hin kp thi nhng sai st cng nh b phn chu trch nhim cho nhng sai st
chn chnh
Trc khi kim tra cn:
- Xy dng tiu chun cng nh k hoch kim tra c th
Trong qu trnh kim tra cn phi nm vng cc nguyn tc sau:
- Vch r cc ch khc bit v cc im thit yu
- Vic kim tra phi khch quan
- H thng kim tra phi ph hp
- Vic kim tra phi tit kim
- Vic kim tra phi c tc ng v iu chnh
- Thc hin cng vic kim tra vi nhng im trng yu
Sau khi kim tra:
- nh gi cng vic vi tiu chun t ra xc nh kt qu c ph hp vi mc tiu
t ra hay khng
- Khc phc v a ra nhng gii php cho nhng thiu st
- a ra cc bin php phng nga
8 K nng nh gi cng vic
Mc ch ca vic nh gi cng vic:
- nh gi hiu qu lm vic ca bn trong qu kh, hin ti v nng cao hiu qu lm
vic trong tng lai
- Sot xt li cng vic v ang thc hin nhm xc nh nhng tn ti v khuyt im
cn khc phc, xc nh nhng nguy c tim n v xy dng nhng gii php phng nga
ph hp, cn thit.
nh gi cng vic phi t c nhng mc tiu sau:
S TAY KINH DOANH Page 21

- Xc nh v xy dng nhng ni dung cng vic c th m bn phi thc hin t
c mc tiu chung ca cng ty m bn ang lm vic
- Thit lp nhng kt qu chnh v quan trng m cng ty mong i bn t c sau
mt thi gian nht nh
- So snh mc kt qu thnh tch cng vic ca bn vi mc chun cng ty a ra
cho bn
- Xc nh c nhng yu km, nhng tn ti cn phi ci thin hoc thay i
- Xc nh nhu cu o to v pht trin ca bn thng qua kt qu cng vic thc t
TT C cc mc tiu trn nhm n mt mc tiu ln hn c l nng cao HIU QU cng
vic
C. PH LC
1. INCOTERM 2000
INCOTERMS 2000
Chart of Responsibility
When negotiating an international sales contract, both parties need to pay as much attention
to the terms of sale as to the sales price. To make it as clear as possible, an international
set of trade terms (INCOTERMS) has been adopted by most countries that defines exactly
the responsibilities and risks of both the buyer and seller including while the merchandise is
in transit.
The following chart summarizes the responsibilities of both the buyer and seller for each of
the current 13 INCOTERMS. In addition, a definition for each term is included at the bottom
of the page.
For a more complete description of each of the INCOTERMS, The IBT Guide to
INCOTERMS 2000 book published by International Business Training fully and clearly
defines each of the new INCOTERMS that became effective J anuary 1, 2000, and includes
a number of case studies that demonstrate the use of the different terms in real-life
situations.
S TAY KINH DOANH Page 22

EXW FCA FAS FOB CFR CIF CPT CIP DAF DES DEQ DDU DDP
SERVICES
Ex
Works
Free
Carrier
Free
Al ongside
Ship
Free
Onboard
Vessel
Cost &
Freight
Cost
Insurance
& Freight
Carriage
Paid To
Carriage
Insurance
Paid To
Delivered
At
Frontier
Delivered
Ex Ship
Delivered
Ex Quay
Duty
Unpaid
Delivered
Duty
Unpaid
Delivered
Duty
Paid
Warehouse
Storage
Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller
Warehouse
Labor
Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller
Export
Packing
Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller
Loading
Charges
Buyer Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller
Inland
Freight
Buyer
Buyer/
Seller*
Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller
Terminal
Charges
Buyer Buyer Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller
Forwarder's
Fees
Buyer Buyer Buyer Buyer Seller Seller Seller Seller Seller Seller Seller Seller Seller
Loading On
Vessel
Buyer Buyer Buyer Seller Seller Seller Seller Seller Seller Seller Seller Seller Seller
S TAY KINH DOANH Page 23

Ocean/Ai r
Freight
Buyer Buyer Buyer Buyer Seller Seller Seller Seller Seller Seller Seller Seller Seller
Charges
On Arrival
At
Destination
Buyer Buyer Buyer Buyer Buyer Buyer Seller Seller Buyer Buyer Seller Seller Seller
Duty, Taxes
& Customs
Clearance
Buyer Buyer Buyer Buyer Buyer Buyer Buyer Buyer Buyer Buyer Buyer Buyer Seller
Delivery To
Destination
Buyer Buyer Buyer Buyer Buyer Buyer Buyer Buyer Buyer Buyer Buyer Seller Seller
S TAY KINH DOANH Page 24

* There are actually two FCA terms: FCA Seller's Premises where the seller is responsible
only for loading the goods and not responsible for inland freight; and FCA Named Place
(International Carrier) where the seller is responsible for inland freight.

The 13 INCOTERMS
Origin Terms

EXW - Ex-Works, named place where shipment is available to the buyer, not loaded.
The seller will not contract for any transportation.


International Carriage NOT Paid by Seller

FCA - Free Carrier, unloaded at the seller's dock OR a named place where shipment is
available to the international carrier or agent, not loaded.
This term can be used for any mode of transport.

FAS - Free Alongside Ship, named ocean port of shipment.
Ocean shipments that are NOT containerized.

FOB - Free On Board vessel, named ocean port of shipment.
This term is used for ocean shipments only where it is important that the goods pass the
ship's rail.


International Carriage Paid by the Seller

CFR - Cost and Freight, Named ocean port of destination.
This term is used for ocean shipments that are not containerized.

CIF - Cost, Insurance and Freight, named ocean port of destination.
This term is used for ocean shipments that are not containerized.

CPT - Carriage Paid To, named place or port of destination.
This term is used for air or ocean containerized and roll-on roll-off shipments.

CIP - Carriage and Insurance Paid To, named place or port of destination.
This term is used for air or ocean containerized and roll-on roll-off shipments.


Arrival At Stated Destination

DAF - Delivered At Frontier, named place of destination, by land, not unloaded.
This term is used for any mode of transportation but must be delivered by land.

DES - Delivered Ex-Ship, named port of destination, not unloaded.
This term is used for ocean shipments only.
S TAY KINH DOANH Page 25


DEQ - Delivered Ex-Quay, named port of destination, unloaded, not cleared.
This term is used for ocean shipments only.

DDU - Delivered Duty Unpaid, named place of destination, not unloaded, not cleared.
This term is used for any mode of transportation.

DDP - Delivered Duty Paid, named place of destination, not unloaded, cleared.
This term is used for any mode of transportation.

"INCOTERMS 2000" is one in a series of short articles published by International Business
Training, a division of InterMart, Inc. These articles are designed to help businesses and
individuals succeed in the global marketplace.

For more information about a variety of import and export publications, self-study courses
and seminars designed specifically for small and mid-sized companies, visit our web page at
www.i-b-t.net.

The laws, regulations, procedures, requirements, methods, interpretations and other
information contained in this article are subject to change and therefore the reader should
not rely solely on this guide in dealing with the commercial laws of the United States or
foreign countries. Errors and omissions, typographical, clerical and otherwise, sometimes
occur and it is possible that errors have occurred in respect to anything printed in this article.
S TAY KINH DOANH Page 26

2. CONTAINERS SPECIFICATION:
Container Type
Weight (KG) Interior Measurement (M)
Gross Tare Net Length Width Height Cubic M.
20'
Dry Steel 24,000 2,370 21,630 5.898 2.352 2.394 33
Reefer 24,000 3,050 20,950 5.449 2.29 2.244 27
Open Top 24,000 2,580 21,420 5.629 2.212 2.311 32
Flat Rack 30,480 2,900 27,580 5.624 2.236 2.234 28
40'
8'6" Dry Steel 30,480 4,000 26,480 12.031 2.352 2.394 68
8'6" Reefer 30,480 4,520 25,960 11.69 2.25 2.247 57
8'6" Open Top 30,480 4,290 26,190 11.763 2.212 2.311 65
8'6" Flat Rack 34,000 5,870 28,130 11.786 2.236 1.968 52
9' Dry Steel 30,480 4,190 26,290 12.026 2.34 2.538 71
9'6" Dry Steel 30,480 4,200 26,280 12.031 2.352 2.699 76
9'6" Reefer 30,480 4,670 25,810 11.583 2.29 2.524 64
S TAY KINH DOANH Page 27

D. TI LIU THAM KHO
1. Lut hng hi
2. Incoterm
3. Cng c Hague Visby 24/55/61/70
4. iu kin kinh doanh chun VLA