Hanoi, 2021 19.

Nguyen Thi Nghia 26/11/2000

MID-TERM TEST
INTERNAL COMMUNICATION, STRESS MANAGEMENT AND SALES
FORCE TRAINING

1. Question 1
“Employees are likely to have confidence in people that they trust, because of past
experiences of reliability”. If someone that I don’t trust gives me some information,
absolutely I doubt that information. In Vietnam, we have a quote: “Once mistrust, distrust
thousand times”. When someone lies to me, they lose my truth, and they create a really
bad image in my mind. It's tough for me to trust someone completely by nature, so their
image in my mind always affects me in thinking, talking, acting with them. I don’t
believe whatever they talk about, I keep that information and check that information by
myself or just ignore it.
Human is not the only objects that need and be able to communicate on the Earth.
Although all species communicate, human communication is notable for its accuracy and
versatility, a consequence of the species' ability to use unique language. In human
society, the human is the subject of almost communication actions. Today, there are
many ways to communicate between 2 people, I may divide into 3 models: face to face,
texting, and calling. Moreover, the organization and also the government have their own
ways to communicate with people. All of these models available with and without the
internet and convenient for people. Everyone does communicate action with and also
without objective, some of the communication call someone to do something and some
don’t. People communicate base on their characteristics, emotions, feeling, objectives (if
any), and so on. Organizations and governments communicate public base on objectives,
information, … but it still towards people and for humanity’s benefit. So about the
importance of human factor in the communication model, it’s indispensable!

2. Case study
1. Potential customers of MH:
Minh Hoa (MH) engage in carton-packaging manufacturer with main products are 3-
layer and 5-layer cartons and paper boxes used in the food industry. So the potential
customer of MH is the companies in food industry.
Vietnam's food industry is a large industry, playing an important role in economic
development. In recent years, Vietnam's food processing industry has grown strongly,
gradually supplying many highly competitive products that have dominated the
domestic market and met the strict requirements of foreign markets. But with 2 types
of main products, production capacity and scale of MH, I think MH couldn’t supply
high product quality for export so list of potential customer of MH could be:
Interflour Vietnam LTD, Masan MB one-member CO., LTD, Trang An JSC, URC
Vietnam company limited, …
Hanoi, 2021 19. Nguyen Thi Nghia 26/11/2000

2. List of sale representative’s task in MH:

 Schedule and meet potential customers.
 Negotiating all contracts with prospective clients.
 Helping determine pricing schedules for quotes, promotions, and negotiations.
 Preparing weekly and monthly reports.
 Giving sales presentations to a range of prospective clients.
 Coordinating sales efforts with marketing programs.
 Understanding and promoting company programs.
 Obtaining deposits and balance of payment from clients.
 Preparing and submitting sales contracts for orders.
 Visiting clients and potential clients to evaluate needs or promote products and
services.
 Maintaining client records.
 Answering client questions about credit terms, products, prices, and availability.
Some knowledge they need to be trained for achieving these tasks:
 Understanding company and product of MH.
 Understanding of the sales process and dynamics.
 Excellent written and verbal communication skills.
 Superb interpersonal skills, including the ability to quickly build rapport with both
customers and suppliers.
 Experience using computers for a variety of tasks.
 Competency in Microsoft applications including Word, Excel, and Outlook.

The cost of obtaining a new customer:

On average, each commercial representative’s salary is 3.5 million, travel allowance
is 2.5 million and other expenses (such as phone bill, vehicle deprecation...) is 1
million. Each of its sales reps spend about a half of their working time looking for
new customers.
3.5
Cost for sales representatives = ( +2.5+ 1) x 12 x 20 = 1,260 million VND
2
MH also estimates that about 250 million in the advertising, promotion and marketing
budget (half of the total budget) is to conquer new customers and a sales rep finds
five new customers each year in average.
250+1,260
Cost of obtaining a new customer = = 15.1 million VND
20 x 5