1.

ENM401 CQ Questions:

2. Think of a good communicator you've met in your life. What impressions did you
have on him/her? What are the main qualities of a good communicator?
3. List main forms of communication people can use. Rank them from the best to the
worst and explain why.
4. Many companies now consider it a norm to use instant messenging apps for
communication at office and even non-office hours. Should companies use instant
messenging apps for communication ? Why?
5. What are advantages and disadvantages of using emails, mobile phones, and
conference callings? Do you agree that face-to-face meeting is the best form of
communication in business? Why?
6. Imagine you are a leader of a company which are faced with some communication
problems. How can communication be improved in your company?
How will communication change in the future? Do you think communication is
getting better thanks to new technologies?
7. Read the Background of WCH. Read the section "A product defect". Imagine you
are the leader of WCH. What mistakes do you think were made in the way the
problem was handled? How could the mistake be remedied?
8. Read the section "The new Communications Director" and the extract from the
report. You are a member of Board of Directors. Decide whether you agree or
disagree with each recommendation and explain why.
As Communications Director at WCH, write a follow-up email to the CEO,
summarizing the decisions you have taken. Give reasons.
9. What do you think about this statement of Juan Carlos castillo, American
academic: "In marketing, there are those who satisfy needs and those who create
wants"?
10. Search and Present a brand which is marketed internationally: its country of origin,
brand image, key products, target market, sorts of advertising campaign, current
slogans, problems of internationalization.
11. Search and make comparisons among these international brands: Apple, Samsung
and Oppo. Comparions are based on key products, target markets, advertising
campaigns, new markets and objectives..
12. What are some problems companies of Vietnam may face when they enter
international market? Give examples of Vietnamese companies expanding market
successfully and unsuccessfully
13. What are some marketing strategies? What can be advantages and/or drawbacks
of standardised and adapted marketing? Give examples of standardised and
adapted marketing.
14. Present information about Physicque product of Henri-Claude Cosmetics: key
features, products detalls, target audience, brand image, posittioning, packaging,
slogan.
15. Organise a meeting to brainstoem ideas for global marketing strategy of
Physicque:
1. Which countries should be chosen for the launch?
2. Does Physique need a new name? If so, what?
3. Should Physique continue be targeted at the 30-40 age group? If not, what age
group should it target?
4. Should Physique continue to be positioned as a premium fragrance, or should
HCC market it as a mass fragrance, with a different pricing
structure?
5. The container of Physique must be changed. How should the new container
 look? Plan the new packaging (shape, design, materials).
6. Price: Are the present pricing levels appropriate? Should HCC offer a cheaper
version of Physique for emerging markets?
7. Distribution: Should HCC continue to sell the fragrance in exclusive outlets in
overseas markets, or should it use a wider variety of outlets? If so, what sort of
outlets should it choose?
8. Promotion: Who should be the international ambassador(s) for the brand? What
special promotions could HCC organise in the overseas markets?
9. Physique needs a new slogan. Ideas?
10. Manufacture: Is it now time to manufacture the fragrance in low-cost countries?
If so, which countries would be suitable?
16. As a member of the Marketing Department of HCC, write an email to your
Managing Director to summarise the ideas for global marketing strategy of
Physicque,
17. In what way can you think of to cement or sour relationships?
18. How can a company build strong relatioships with customers/Clients/other
companies? Present an example of (TPB/Dienmayxanh/Mobifone ...)
19. Where can Asian and Western people meet to build business relationships?
20. What do you know about guanxi in China? What is the importance of guanxi in
Chinese business settings and how can Chinese businessmen build good
relationships with the Western ones? Which one do you prefer? The Asian
business style or the Western business style?
21. What do you think will be the main reasons why guests do not return to a hotel?
22. How do you think Al-Munir Hotel and Spa Group build a long - term relationship
with guests?
23. For what reasons might people change their jobs? Compare your generations'
reasons and your parents'.
24. What factors would motivate you to work harder? Which one is the most
important?
25. Do you like working for a male or female boss? - Why?
26. What do you know about Protect and Gamble? How do you think it encourages job
satisfaction among its staff?
27. What do you know about Marriott Hotels International and KPMG? And Which one
would you prefer to work for? - Why, pay more attention to job satisfaction you
may gain when working for it.
28. What are the advantages and disadvantages when you work in the environment of
a “long-hours” culture?
29. What problems concerning behaviors at work might you face in the environment of
a “long-hours” culture? Choose one and present some solutions to it?
30. Choose one in studied topics: Communication, International Marketing, Building
Relationships and Job Satisfaction and present your new findings or interests
31. Identify internal and external risks businesses face? Choose ONE INDUSTRY in
your country and analyse the types and levels of risk the industry might face?
32. As a business executive, what are the key steps to risk management would you
apply? Choose ONE BUSINESS and analyse the measures the business has
applied to manage risks?
33. Choose one business or industry that failed to manage risk and analyze the
consequences that the business or industry has faced?
34. What types of insurance are popular in Vietnam? What are possible reasons why a
high percentage of Vietnamese people and businesses refuse to take out
insurance for their properties?. What are consequences of low insurance density?
What benefits do risk carriers bring to sufferers? (For each case, take one
example for analysis).
35. What types of risks will the insurance industry have to cover in the future? As a
risk manager in the finance, banking, or logistics ... fields, anticipate possible risks
facing the field?
36. What are risks and hazards that foreign mining companies could face when
exploiting deposits in Africa? (for example, political instability)
37. Imagine that you were the managers of Winton Carton Mining, how would you
manage the risks that your business were facing when investing in Africa? What
should be done to balance the risks and the benefits?
38. Imagine you need to borrow money, which of these sources (a bank, a friend or
colleague, a loan shark, a member of your family, a pawnbroker, a credit-card
company) will be your first choice? Explain.

Borrowing money from a loan shark used to be very popular financial activity in
many different countries. What are the advantages and disadvantages of this
activity in comparison with other sources of borrowing (bank, a friend or colleague,
credit-card company)?

Give an overview on the "usury" (the illegal action or practice of lending money at
unreasonably high rates of interest) in your country? Should it be banned or not?
39. What are possible ways businesses raise finance? What are advantages and
disadvantages of each? Choose a business in Vietnam and analyze the measures
the company applies to mobilize capital.
40. Choose a "Shark Tank" show on VTV and analyze: (1) The business plan that the
start-up businssess presented (strengths, weaknesses, reasons the business won
or failed). If you were in that situations, what would your solutions be? (2) The
requirements given by the business angles. Base on these requirements, analyze
the advantages and disadvantages of mobilizing funds from business angles.
41. Hold a meeting to negotiate a draft agreement on making a feature film between
the film makers and the film distributor, Concordia. Refer to the Case Study for
your preparation.
42. Write an email:

As a director of the film or as Chief Executive of Concordia, write an email to the

film maker to summarize the main points you agreed during the negotiation and
indicate how the project will proceed.
43. It's said that customer is never wrong. How true is it in your country?

What irritates you the most when dealing with customer service departments?
Choose a business whose customer service satisfied you and another one that
made you feel frustrated, describe the incidents and explain.
44. How important is customer care to a company’s success? Should companies have
too much customer service? In which situations can too much customer service
become a problem? Get one situation you have experienced and explain how it
drove you crazy.
45. What is the worst and the best customer service you have had in a restaurant?
Imagine you own a restaurant, what customer expectations would you consider
and how would you deal with customers' complaints?
What is a demanding customer in your opinion? Explain the reasons why
customers are becoming more and more demanding nowadays.

46. How has customer service changed? What are the reasons for these changes?
What are some pieces of advice for companies that want to improve their
 customer service nowadays?

47. Think about the retail chain Vinmart and Vinmart+ of Vingroup that has been sold
to Masan recently. Explain the reasons why a lot of customers now prefer Vinmart
to traditional markets, department stores, groceries or even other supermarkets
such as Big C, Circle K and so on. What is speacial about their customer service?
48. Look at the Case Study about Hurrah Airlines. Read the background and four
complaints from customers. Work in groups to decide which complaints you will
handle now as a priority and which you will leave until later. Discuss how you deal
with the complaints you have prioritised. Then discuss how you could improve the
service you offer to your customers.
49. Write an email to the Director of Customer Services summaring the problems that
customers have expreienced and make recommendations for improving the
service to customers.
50. Choose one in studied topics: Risks, Raising Finance, Customer Service and
present your new findings or interests