ACADEMY OF FINANCE

DIVISION OF FOREIGN LANGUAGES

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BANK OF QUESTION FOR ADVANCED STUDENTS (LEVEL 2)

P1: good morning, it's such a honor for me to introduce myself to you. My name is Quynh Anh, i'm 19 and currently
i'm a freshment of AOf which stands for academy of finance. my major is accountant which provides me a wide range
of knowledges related to financial management, english,....
Short Questions
1 What is “job market”?
The number of jobs that are available in a particular place or a particular type of work
2 What is “job advertisement”?
An announcement in a newspaper or on the internet, etc. about a job the people can apply for
3 What is “apprenticeship”?
A period of time working as an apprentice
4 What is “work placement”?
is a temporary job that is intended to give a trainee experience of the job they are training for
5 What is “graduate trainee scheme”?
big companies accept a number of newly qualified people to work for a period of time. They get experience
by working In different departments. They may or may not get a permanent job at the end.
6 What is “benefit package”?
Things such as medical insurance that employees receive in addition to money
7 What information should be included in a CV?
+ Personal details and contact information
+ education and qualifications
+work experience? Employment history
8 What is a “CV”?
an outline/summary of a person's educational and professional history, usually prepared for job applications.
9 What does “the Human resources department” do?
Large companies have a Human resources department which deals with recruitment ard hiring employees,
and also manages career development within the company.
10 What is a “headhunting firm”?
Headhunters are hired by firms to find talent and to locate individuals who meet specific job requirements
11 Who is an “applicant”?
A person who formally requests something, especially a job, or to study at a college or university
12 What are “the duties of a human resources assistant”?
HRA support a company’s human resources specialist. They tent to clerical task such as writing
correspondence , answering telephone calls and scheduling appointments
13 What is “sponsorship”?
money that is given usually by a company to support a person or organization or activity
14 What is “B2B”?
Business to business mean companies that create products and services geared toward other businesses.
15 Who are “sales representatives”?
Someone whose job is to sell a company’s product, often by traveling to different places
16 What is “direct marketing”? Examples
The activity of marketing products and service by communicating directly with consumers by phone, mail,
or on the internet
 17 What are “public relations”?
The activities of keeping good relationships between an organization and the general public
18 What is “sales promotion”? Examples.
An activity or series of activities done to increase sales of a particular product
19 What is “sales pitch”?
A talk or a way of talking that is intended is persuade you to buy something
20 What is a “discount”?
A reduction in the usual price
21 Who is a “consumer”?
A person who buys goods or service for their own use
22 What is “personal selling”?
The activity of speaking to people, either directly or on the phone to try and persuade them to buy something
23 What is a “flyer”?
Small piece of paper with information on it about a product or event
24 What is “direct mail”?
The activity in which companies or organization write to people to try to persuade them to buy their product
25 What is a “complaint”?
A statement that something is wrong or not satisfactory
26 What does “customer satisfaction” mean?
A measure of how happy customers feel when they do business with a company
27 What are “the roles of customer services department”?
They are mainly to ensure that all of the question and problems of the customer are answer and solved
28 What is “customer feedback”?
Information or statements of opinion about something that can tell you if it is successful or liked
29 What does “refund” mean?
An amount os money that is given back to you when you not happy with a product or service you have
bought
30 What is “payment”?
An amount of money paid
31 What is “guarantee”?
A promise that something will be done or will happen
32 What is LEARN routine?
Listen
Empathize.
Apologise:
React:
Notify
33 Take examples of some situations that customers should complain
The product is not the same as the one from the comercial
34 What are “important skills” that every customer service employee need?
Other than LEARN routine customer service employee need to have other skill like Adaptability, Good
communication skill, patience or self control
35 Why do “British companies” spend more than they need on service-quality improvement?
Because they don’t get direct feedback from the customers
36 What does “complain in a roundabout way” mean?
It means complain not in direct way
 37 Why is a “complaint a gift”?
The companies will know and fix customer unsatisfying problem and deliver better product and service
38 What should “customer service staff do when customer explains the problem”?
Listen the problem
Explain the problem
Present the options and the result of each options
Promise action
39 What is “motivation”?
Enthusiasm for doing something
40 What is “bonus”?
An extra amount of money that is given to you as a present or reward for good work
41 What does “hierarchy” mean?
A system in which people or things are arranged according to their importance
42 What does “superior” mean?
Better than average or better than other people or thing of the same type
43 What is “salary”?
A fix amount of money agreed every year as pay for an employee
44 Why is having “fun” at work important?
A sense of fun helps people to have a more positive mind set more heathier more inspired productive and
satisfied in their job
45 What are “five” most important things to young people in their work?
Opportunity, responsibility, respect, challenges, reward
46 What does a “good working” environment mean to you?
A good working environment is a workplace that promotes employee safety, growth and goal attainment (
đạt đc)
47 What are some “personal qualities of the younger workforce”?
Their technical skills (understanding about e-business)
Their enthusiasm for change (energy)
Their ambition
Their initiative (creativity)
48 What are “four kinds” of needs that employees have to feel motivated?
Working on st that is interesting and exciting, receiving praise, working in a friendly environment, the
prospect ( tiềm năng) of earning good money in the future
49.What are two of your goals for the coming year and explain why you want to do them?
➔ Improve English skills ( Because I understood that English is very important in university, i can
find more job opportunities, study abroad opportunities and i can easily travel anywhere in the
world.)
➔ Learn German (Because I intend to continue my studies after graduation and have chosen Germany as my
master's study location, I believe that understanding German while in Vietnam will make it easier and more
comfortable for me to study abroad 50. Why
should companies motivate their staff?
➔ A motivated employee will be energetic, get the job done quickly and be the best for their job.
➔ If an employee is unmotivated, they will work at a slower pace, spend more time on themselves and scroll
through their phones.

49 Why should “companies motivate their staff”?

People work hard and productive because they are motivated to achieve something
50 What’s “profit margin”?
 A profit margin is the difference between the selling price of a product and the cost of producing and
marketing it.
51 What does “buy in bulk” mean?
Buy goods in good quantities
52 What does “get a better deal” mean?
Get more value for your money
53 What is “workforce”?
The group of people working in a company, industry, country, etc.
54 Name some “strategies” to improve profitability?
Giving bigger portions for product
Lower the price
Give bonus or better deal when buy in bulk
55 What is the “cost-plus method of pricing”?
CPM is what it cost to product an item and then you add the profit magin you like to have
56 What kinds of products and services are “increasing” in price at the moment? Why?
All technology products are increate price at the moment because of covid a lot of factories are closed
lead to supply shortage
57 What kinds of products and services are getting “cheaper”? Why?
Travel service getting so much cheaper because of covid going out have been restricted

58 How important is price to you?

Very important
59 Where do Vietnamese people shop?
Most Vietnamese people shop in the market

60 What does the saying “honesty is the best policy” mean?

That mean it’s better to tell the truth than to lie
61 What is “insurance”?
An agreement in which you pay a company money and they pay your costs if you have an accident, injury,
etc.
62 What is “auto insurance”?
Car insurance
63 What is “home insurance”?
Insurance that you buy to protect your home or the things inside it
64 What is “Commercial insurance”?
Insurance that protects businesses against losses as a result of such things as damage to property and injuries
to employees
65 What is “Life insurance”?
You make regular payments to an insurance company in exchange for a fixed amount of money that will be
paid to you when you reach a certain age or to someone you have named when you die
66 What is “premium”?
A sum of money that you pay regularly to an insurance company for an insurance policy
67 What is a “claim”?
If you claim for st you try to get it bc you think you have a right to it
68 Who is “policyholder”?
The person who is insured by a particular policy
69 What does “compensation” mean in insurance?
 Is the money that someone who has experienced loss or suffering claims from someone responsible
70 What is the “benefit” of using “fraud detection system”?
It helps reduce dishonest claims
71 What insurance do you and your family have?
72 Why do “people buy insurance””?
Bc they want to protect against risks such as fire accident,etc.
73 Who is “beneficiary”?
A person entitled to receive funds or other property under a trust, will, or insurance policy

74 What is “insurance fraud”?

It’s an insurance claim by a trick or lying
75 What are “two” kinds of technology used to identify fraud in America?
+ Layer Voice Analyzer: measures micro tremor In their voice to determine the emotional state of speakers
+ Voice Risk Analyzer: the system informs policyholders that their calls maybe monitored for fraud
prevention and detection purpose
76 List “all forms of compulsory insurance in Vietnam”?
+social insurance
+medical insurance
+unemployment insurance
+occupational accident insurance :)))
77 What is an “insurance policy”?
A written agreement between insurance company and a person who wants insurance
78 What is “marketing”?
A job that involves encouraging people to buy a product or service
79 What does the “share” in a company mean?
One of the equal parts that the ownership of a company is divided into, and that can be bought by members
of the public

Topics
1 What ways do you know of finding a job? In your opinion, what is the most
effective way to find a job? Give the reasons.
● In my opinion there are several ways to find a job such as:

- Through media such as newspapers, radio, ...

- Through family and friends

- Through the company's website or job advertisement website

- Through social networks (Facebook, Instagram, ...)

● In my opinion, the most effective way to find a job is on the website of the company you want to work for.

Because, on the website, employers will post detailed information about vacancies, job opportunities, benefits,...
All are clear on the website and you can easily research and choose the right job.

2 What should the candidates consider when writing a CV?

. In my opinion, I think there are a few notes on CV writing such as:

 • Information presented must be complete, clear, "no roundabout" and easy to understand. • The information
must be true, not lying
• Prepare a CV structure carefully, design a simple but impressive CV for employers to remember you.

3 What should you do before, during and after a job interview?

• Before the interview, we need to prepare in advance the necessary documents for the interview, wear polite clothes,
and tidy hair. The most important thing is to always arrive earlier than the interview time so as not to make a bad
impression

• During the interview, you should keep the most confident state, when entering, greet politely, observe, listen and
answer interview questions as best as possible.

• After the interview is over, thank the people who interviewed you and send them a sincere wish

4 What are some advantages and disadvantages of using an online job –search
site to look for a job?
- Advantage

+, Convenient
+, Save money and time
+, Information about employers and recruiters
+, Help in marketing yourself
- Disadvantage
+, Competition
+, Limited job pool
+, Poor network connection

+, Disappointed users
5 What are some stages in the aplication process?
- The application may have SIX basic steps.

+ The first one is the action of applying for the positions. The applicant shall get some brief information for one
vacancy of an organization, and they get to submit the necessary papers or documents demands to the employers.

+ Next, the recruiters have the curriculum vitae of that candidate and rush into CV analysis. They would
decide whether the contestant meets the requirements of the job.

+ After that, on behalf of the organization, a person may contact to the applicant through phone calls, mail or texts to
ask for the available time for interviewing.

+ Later, the interviewee comes to the interview and has a conversation in person with the employers.

+ After the interview, the contestant is asked to wait for interview notification to know if they got the vacancy or
not.

+ Finally, the employees prepare and get to the organization to do their jobs.

6 Name some methods of selling? In your opinion, what is the most effective
way to promote and sell the products?
- The salespeople may come up with some typical selling methods to boost the purchase possibility such as: media
commercial, conceptual selling or solution and value selling. From my point of view, there are so many different
ways of selling that can be effective in diverse situations. But selling online is the most effective way at the moment.
The situation of covid 19 in Vietnam is still very stressful, it is difficult for people to go out to shop comfortably, they
will shop online. So, if you promote your products on the Internet and apply for some discount vouchers, your
products will be sold quickly.

7 What ethical reasons could people have for not buying from a particular
 company?
- Tax evasion ( the illegal nonpayment of tax)
- Badly treatment to employees
-Bad behave to customers
-The products have some chemical ingredients harmful to the health of people and animals.
-Being the cause to the environment pollution

-Produce the fake / knockoffs products

8 What are advantages and disadvantages of using email to contact customers?
- ADVANTAGES:
+ Cheap: sending an email costs the same regardless of distance and the number of people you send it to

+ Fast - an email should reach its recipient in minutes, or at the most within a few hours

+ Convenient - your message will be stored until the recipient is ready to read it, and you can easily send the same
message to a large number of people

+ Permanent - you can keep a record of messages and replies, including details of when a message was
received

- DISADVANTAGES:

+ First, The recipient needs access to the internet to receive email.

+ Second, unsolicited email can overwhelm your email system unless you install a firewall and anti-spam
software. Other internet and email security issues may arise, especially if you're using the cloud or remote
access.

+ Third, virus easily spread through email attachments. You must see how to detect spam, malware and
viruses.

+ Last, electronic storing space can become a problem, particularly where emails with large attachments are
widely distributed.

9 How can companies attract attention when they launch a new product?
-Advertise on media such as TV, magazaine , newspaper, internet organize launch party
- Give clients free gifts, samples and entertainment
-Offer discounts for their products

-Invite the press to the product lauch

10 Why are students an important market in the UK? How to reach this market?
Because the market for students in the UK is estimated to be worth £13 billion of spending power in a year. It
is a market that the company should not ignore.

- Approach by:
+, To get students' attention, marketers have to give them something extra to add to their lives. It is not enough to
simply sponsor a music tour: they have to make the event happen.
+, Providing help to students with their education and careers is an effective marketing method
+, The students provide samples and provide information on the benefits of the product. They do this on campus at
sporting events and at times of year when students may need an energy boost.

Having an insider on campus can help marketers understand student life

11Do Vietnamese people complain a lot? What about?

There are numerous things that people consistently complain about in Viet Nam. However, i can highlight two major
complaints which are typically stereotyped for Vietnamese people as well. Heavy pollution is the first and the second
main one is the chaotic traffic congestion. We are really obsessed with the high volume of traffic with irritating and
harmful noise from vehicles, especially during peak time/ rush hours.

12 What are the differences between the ways to complain of British people and
American people?

Britisher as an old fashioned and polite lament about many things but only then or when the incident is over. They
never expect to complain about a bad meal or service and are more likely to die than do so. Americans, by
contrast, have no problem expressing displeasure at the moment or in the middle of a restaurant and in front of
people. This was enough for an Englishman to cover himself for the time being. Yes, either like that or died on
the spot from embarrassment.

13 Money and having fun at work, which is more important to you? Why?
In my opinion, I think to have fun at work more important to me than the money.Of course, making enough support
myself is important but I prefer to fun at work.It makes me enhance motivation . I have fun and have good
relationships with colleagues at work. It not only increase productivity but also reduce stress at work. In addition, I am
comfortable being creative to contribute to creating a good working environment, high working efficiency and
increased profits.
14 What are the roles of customer services?

The customer service department fulfills an important role for an organization. Customer service is often the
main point of contact for a customer, so representatives can paint the company in a positive light by providing
friendly and prompt service. In some cases, the
the customer service department can even generate additional sales for the company. Customer
service requires a great deal of patience since customers may be rude or demanding at times. The
main focus of a customer service department should be to attempt to satisfy the customer's needs.

15 What are the solutions to satisfy customers?

-Provide good customer service
-Offer high quality products and services
-Deliver product on time
-Deal with the problem as soon as possible
-Make it easy for customers to order and pay for goods.
-Train their customer service staff to deal politely with customers.
16 How should customer service staff do to deal with customers’ complaints
professionally?

All businesses, even the most successful ones, will have unsatisfied customers every once in a while. But most
unhappy customers actually never bother to complain. On the bright side, statistics say that 95% of those who
complain, are ready to give you a second chance, if you manage to handle their initial complaint successfully and
in a timely manner.

Here’s some tips to keep in mind whenever you get a complaining

customer.
1. React immediately
2. Get the facts and details
3. Offer a helpful solution
17 What are some factors that motivate you to work harder? Explain more
about each factor.
- Money

Initially, the main thing we view as the most worthy motivating force inspiring us to work hard is money. Making
money is a noble and necessary motivation which directs us into our careers and motivates us to stay in them.
Money is a tool we all need for survival, but earning money also provides us with feelings of status, success and
achievement. Money provides us the freedoms we crave in terms of the lifestyles we want to live.
18 What should companies do to motivate staff?
-Develop a modern work environment: The work environment is one of the critical motivation strategies. A smart
modern office fosters more success than an old building with peeling paint and bad decor.

-Give individual and team rewards: This is an opportunity to achieve increased employee motivation by giving
people something to work towards. If a team knows that if senior management accepts their project they get a free
weekend in Paris or a trip to the Maldives, it’s an incentive to work hard. The same applies to individuals. Offering
rewards can motivate and create healthy competition.

-Express clear company goals: The impact of employee motivation on employee performance is important. If an
employee knows why they’re doing their job and how it contributes to the company objectives they feel confident in
their role and will work more efficiently.

-Ask employees for feedback: This is another way to enhance motivation is by using intranet surveys. Your
employees can be your most important focus group when you launch a new product, plan to expand or introduce
new systems. And don’t only ask for the feedback, show you’ve listened, and considered people’s opinions. This
will make employees feel they’re an important part of the company.

19 Why are some companies trying to attract young workers?

-Their Technical skills
-they have Enthusiasm for change : when ..
-They learn and relearn faster
-They risk more to try new things
20 What are some ways to creat fun at work?
-Hold parties
-Decorate the office with photos, flowers
-Celebrate employee’s birthdays
-Set up a games room or a break room
Give worker : fun budget
21 What are the differences at work between the past and the present?
In the past, it was the middle-ages who ruled. At work, grey hair, years of loyal service and seniority counted most.
Now things are changing. Older worker will not disappear, but they will have to share power with the young.In the old
days companies grew slowly, with success came conservative corporate values.Many companies no longer have
seniority-based hierarchies . People can get to the top faster.
22 What are the advantages and disadvantages of large chain stores?
Ad:
- low prices
-A wide range of the products
Customer can pay by in cash or by credit card
They have good facilities and offer good after sales service
There are a lot of special offers and discount
Dis:
- Large capital is required
-It is located far from the centre
23 What are the advantages and disadvantages of small shops?
-Ad:
Good communication with customer
Know well buying habit of regular customers
It located in the centre/ residential
Customers can shop quickly , convenient.
24 What factors affect the price of a product?
-Customer’s demand : when the demand increases and the supply is decreases , the price will rise, and vice versa
-The cost of production
-Government policies such as taxes,…
-Competition from other companies
-Marketing methods
-Reputation of the company
-The taste of customer
25 Why is the food getting cheaper and cheaper?
Price have fallen in the food business because of advances in food production and distribution technology.We are
producing more and more food with less ans less capital. Food is therefore more plentiful and cheaper than it has ever
been. Supermarkets have helped push down prices mainly because of their scale. Huge retail companies such as Wal-
Mart have tremedous power and they can put pressure on producers to cut their margins.Now companies are under
pressure to stop selling bigger portions to change the trend.
26 How should companies set the price for their products?
The cost- plus- method of pricing : You calculate what its cost to produce an item and then you add the profit margin
you’re like to have.
Another method: Find out what your customers are ready to spend on that product
A third way : Look at the competition
Before setting a price , companies should ask two questions: Who are the target customer? What kind of product or
service are ww selling?
You should’t develop a product and then say: OK, now let’s think of a price.
27 Give 5 examples of insurance fraud you know
Making a dishoest claim for an injure you don’t have
Lying about how much cash was in the wallet you lost
Claiming that the repair cost was more expensive than it really was.
Being honest about the value of yout financial looses
Telling the truth about the cost of a car that was stolen
28 How is an insurance company structured?
We have three main departments : life products, commerical insurance and private insurance. Each department has a
manager who is in charge of the staff and takes care of general administration. Each department also has clerical staff,
who answer the phone and deal with online applications and claims. But when there are special cases, they bring them
to the underwriters, who are experts on the products handled by that department. When there is a question about an
application for insurance cover, the underwriters make the decision to accept or decline the risk.
29 What is the process of fraud detection system?
- Fraud detection is a set of activities undertaken to prevent money or property from being obtained through false
pretenses. Fraud detection is applied to many industries such as banking or insurance.
- Fraud detection can be separated by the use of statistical data analysis techniques or artificial intelligence
(AI).
- Data mining to classify, cluster, and segment the data and automatically find associations and rules in the data
that may signify interesting patterns, including those related to fraud.
- Expert systems to encode expertise for detecting fraud in the form of rules. - -Pattern recognition to detect
approximate classes, clusters, or patterns of suspicious behavior either automatically (unsupervised) or to match
given inputs.
- Machine learning techniques to automatically identify characteristics of fraud.
- Neural nets to independently generate classification, clustering, generalization, and forecasting that can then
be compared against conclusions raised in internal audits or formal financial documents.

30 What are entities in an insurance policy?.

- An entity which provides insurance is known as an insurer, an insurance company, an insurance carrier or an
underwriter. A person or entity who buys insurance is known as an insured or as a policyholder.