SALES SKILLS

FOR NMS- HTC

NGUYN TC
1. Tham gia 100% nng lng
2. Chuyn in thoi sang ch
chung, ch my bay hoc ch
tt my.
3. Mang li nng lng tch cc cho
nhau bng cch hifi, v tay.

Tr chi
Cho c lp chi tr chi u gi USB
ti liu PPT o to k nng bn hng
cho cc bn mun tr thnh Trainer
trong lnh vc chm sc khch hng.
Gi khi im l 222k.
Ai tr gi cao hn?
Cht gi cui. Thng nht gi bn 666

MC TIU SMART
S (Specific): mc tiu phi c th
M (Messurable): c th o lng
c
A (Achievable): c th t c
R (Realistic): phi thc t
T (Time bound): c thi hn r rng

MC TIU
Vic x MT nh hng n s TC v
gieo suy ngh gt cm xc, gieo cm
xc gt thi , gieo thi gt
hnh ng, gieo hnh ng gt tnh
cch, gieo tnh cch gt s phn.

SALES
What is a sale?
Asaleis theexchangeof a
commodityfor money or service in
return formoneyor the action of
sellingsomething.

nh ngha bng ting

vit
Bn hng l ngh thut thuyt phc
ngi khc lm mt vic m bn
khng c quyn bt ngi ta lm. C
th y l bn thuyt phc khch
hng mua hoc s dng sn phm,
dch v cng ty bn.

SALES
What is a sale?
SALE = INCOME
BN HNG = THU NHP
Income= Business Development+
Personnal Development
I= BD+ PD

BD: Pht trin doanh

nghip
Sn phm, dch v
Thng hiu

PD: pht trin c nhn

Thng qua vic quan st ngi khc.
Hc hi kinh nghim ca ngi khc
c sch

Cc cun sch nn c

Sc mnh v tn ca Anthony Robin

Ti ti gii bn cng th Adam Khoo
Cha giu cha ngho Robert Kjosaky
Lut hp dn ca Rhonda Bynne

TYPES OF SALES
Direct selling: bn hng trc tip.
Indirect Selling: bn hng gin tip.

ASK
A: Attitude
S: Skill
K: Knowledge
Thi l yu t quyt nh ly
c thin cm, s quan tm ca KH
gip bn ko v pha mnh.

TELESALES
the selling of goods or services over the telephone.
Vic bn hng ha v dch v qua in thoi

6 PROCESS OF SELLING

1. Xy dng mi quan h vi khch hng

tm kim khch hng c nhu cu v c
tin. Find sb need and have money
2. Nm bt thng tin tip cn
Approch/Contact: Trnh tip cn vi
3. Thuyt trnh v sn phm: Present
4. No Yes: Quy tc bin khng thnh c.
5. Close sales: Cht sale.
6. Test Monial: Mc ni v tm li.

Cch thc xy dng kch bn

Telesales hon ho cha y 30s
ng c KD, cng ty, sn phm hay
dch v ca bn l g?
Nhng yu cu ca mnh p ng c?
Sn phm khc bit nh th no?
Ti sao mi ngi nn quan tm n
sn phm ca bn bn?

9 nhm khch hng

1. Cu ton
2.Tnh cm
3. Tham vng
4. Ngi cu ton
5. Ngi n ha
6. Ngi mnh m
7. Ngi nhit tnh
8. Ngi trung thnh
9. Ngi l tr

Ngi cu ton

l nhng ng lun tm kim s hon ho v lm vic

cn mn hon thin bn thn, mi ng, mi vic
xung quanh h.
Trit l sng:
-tm kim s hon ho,
-trnh sai lm
BH cho h th no:
-nn n ng gi.
-gii thiu sn phm phi thc t, ni chuyn trc
tip, thng thn, trnh vng vo.
-tuyt i ko c th hin hnh vi ko nht qun hay
vi phm chun mc o c

Ngi tnh cm
mong mun c c s yu thch, tha mn nguy n vng c a
ngi khc v ha nhp vi con ngi v s kin trong cu c s ng
ca h. Ngi thuc nhm ny lun tm kim s trn tr ng, trnh
b coi nh.
Trit l sng:Ti cm thy mnh ang sng khi gip ng i
khc.
Bn hng cho h th no:Trong khi vi ngi Nhm 1, bn cn
ni chuyn thng thn, trc tip, v c th b qua mn kh i
ng th vi ngi Nhm 2, bn cn dnh thi gian tm hi u h .
Hi han v nh ca, cng vic Vic quan tm c n nh ng chi
tit nh s l nhng yu t h s nh gi cao b n v sau.
Vi ngi thuc nhm ny, bn nn lm nhng vic gip h nho
nh, v cn tp trung vo vic xy dng m i quan h v i h nhi u
hn, nng nhit hn.
Vi nhm ny, ng c tng tc. Tuyt i khng c ni bng
qu, chung chung. Hy by t li c m n h m t cch th ng
xuyn.

Ngi tham vng

Cnh tranh hay l cht. Cnh tranh l im mnh ca h. Nhng

ngi ny b tr cuc sng ca h t c nng mc tiu c
th v mun chng t s thnh cng ginh c s tn trng
v ngng m ca ngi khc.
Trit l sng:Theo ui thnh cng. Trnh tht bi.
Bn hng cho h th no: Hy m u bng vic khen ngi h.
Hy ni h tuyt vi th no, thnh t ra sao.
Sn phm bn cho h phi da trn c tnh h tr h thnh
cng v lm vic hiu qu hn. Keyword (t kha) bn hng cho
kiu tnh cch ny l sn phm s gip anh/ch lm vic nhanh
hn, hiu qu hn, lm c nhiu vic hn. Vi nhng c tnh
ny, vic cht c deal kh chc chn.
Tuyt i khng c ni n tht bi ca h, ngay c v ngoi
trng mt mi ca h cng khng nn cp.
Nhm 3 l nhm khch hng tim nng, nhng cng c th m t i
khng tr li nu lm cho h c cm gic khng c tn trng.
Vy nn,ngay c khi bn ang tip khch, nu h bc vo,
cn xin li khch v chuyn sang tip n h ngay.

Ngi c tnh
Ngi c tnh mun kt ni su sc vi c th gii ni tm
ca ring mnh v ngi khc. H cm thy c sc sng trn
tr nht l khi h c thc s th hin cm xc ca mnh.
Trit l sng:Tm kim nhng tri nghim su sc v lin h
v mt cm xc; trnh b t chi hay cm thy thiu st.
Bn hng cho h th no: hy lm cho h cm thy khc
bit. Hy khen c style n mc ca h d cho bn thy phong
cch kh khc bit. Khi ng cm, h s sn sng chia s
hn.
Trnh t ra ni tri hn h. Ngi c tnh h mun ni tri v
l duy nht.

Ngi l tr
H thch thng tin, tri thc, v khng thch by t cm xc
mt cch r rng. Ngi Nhm 4 lun tm kim lm sao c
nhiu kin thc hn. V tm kim nh vy nn nhn chung h
rt logic. H em n cho t chc s khch quan ca mnh.
Vi h, mi th u phi c ngha.
Trit l sng:Theo ui kin thc v l tr, trnh s phin
nhiu.
Bn hng cho h th no:Hy tr chuyn v nhng s
thch tng ng vi h, ci m vi tng ca h. Khi ni
v sn phm, cn m bo tnh thc t v logic.
ng bao gi nghi ng v nng lc ca h hay thng tin h
a ra. Vi nhm ngi ny, t cu hi v s chnh xc s
khin h rt kh chu. Trnh t nhng cu hi qu ring t.

Ngi trung thnh

y l ngi c t tng su sc, hay lo lng v lp k
hoch cho nhng tnh hung xu nht c th xy ra c
s chun b trc.
Trit l sng:Theo ui ngha cuc sng, s chc chn
v tin cy, trnh tnh hung xu xy ra
Bn hng cho h th no: V ngi nhm ny lun c cm
gic lo lng, nn vi h, hy lun lc quan. Hy gip h a
ra quyt nh cng d dng cng tt. Tt nhin, quyt nh
ny cn c c s v cn c trn an v cc ri ro.
Khng nn a ra mt quan im khng quen thuc vi h.
Khng c to p lc cht deal v khng ln trnh cc mi
lo h a ra.

Ngi nhit tnh

khao kht nhng thc y t tng mi, t con ngi v
kinh nghim, lng trnh nhng au n v kh chu, v to ra
nhng k hoch tng lai m cho h nhiu la chn.
Trit l sng:Tm kim nim vui v s khuyn khch, trnh
s au n v kh chu.
Bn hng cho h th no:Ngi bn hng nn c mc nng
lng v s nhit tnh tng thch vi mc nng lng v
s nhit tnh ca h. Hy lc quan vi h, v a ra nhiu
la chn cho h.
Vi kiu ngi ny, khng c t thi bi quan hoc tiu
cc thi qu.

Ngi mnh m
Nhm 8 theo ui s tht, nh quyn lc, v c th s dng
nh hng ca bn thn mang n nhng iu tt p
Trit l sng:Lun tm kim sc mnh v s cng bng,
trnh s tn thng.
Bn hng cho h th no:Nn thng thn vi h, a ra
c mt tt v cha tt ca sn phm v nn trnh by mt
cch r rng vi h nh Mt l, Hai l.
Cn ng iu vi cm xc ca h, nhng phi lm cho h c
cm gic h l ngi ra quyt nh. ng c gng la gt
hoc cung cp thng tin thiu chnh xc cho h.

Ngi n ha
iu h mun l ha bnh, ha hp v nhng mi lin h tch
cc. H khng thch xung t, cng thng v nh x u xa.
iu d nhn din nhm ngi ny l khi hi h tra nay
n g, h s ni: n g cng c! H khng mun to ra
tranh chp hay khng ng thun ngay c trong nhng vic
nh.
Trit l sng:Tm kim s ho hp v thoi mi, trnh
xung t.
Bn hng cho h th no:Nn tp trung vo mt tch cc
ca sn phm. Ni chuyn mt cch chm ri v gn thng
tin bn ni vi nhng g h quen thuc.
ng gy p lc cho h, hay tm cch i u vi h.

LM TH NO BH TT NHT

I.3 trit l quan trng

II.Nguyn tc 3B: Bn- Bn- Bn
III.3 yu t quan trng ca NVBH:
ASK
IV.Nguyn tc 3V
V.10 t cht quan trng ca NVBH
VI.10 nguyn nhn tht bi ca NVBH
VII.K thut kim sot nng lng

B. LM TH NO BH
TT NHT
VIII.B quyt ca 1 chuyn gia bn hng
1.Vit ra mc tiu mt cch SMART v thc hin vt MTC
2.8 cch xy dng database KH: to dng mqh c; dng ph n
mm qut s; qu tng, ebook, DVD; email MKT; qung co
bng fb, youtube, google, zalo; danh b trn mng, trn card
visit; mua database; i cho.
3.Xy dng kch bn KH vi 7 bc ca 1 cuc gi chun
4.To c s tin tng ca KH qua PD: hnh thc, trang phc,
ngn ng c th, ng iu, ngn t, phong thi
5.Chm ch rn luyn
Cng thc: Result= Goal+ Action+ Practice

VI Chun b cho 1 cuc hn

1. Cng c: lch lm vic, s tay, in
thoi, li thoi
2. Tm l: thoi mi, t tin, lc quan
3. Thi gian v a im: trnh hn v
gi vo gi nhy cm. Nn hn n
nh ring.

VII. 7 bc ca 1 cuc gi chun

B1: Xc nh ngi cn gi
B2: Cho hi v xin php c ni
chuyn
B3: T gii thiu bn thn
B4: Nhn mnh vo li ch ca KH
trong cuc hn ny
B5: X l t chi
B6: Xc nhn li cuc hn
B7: Kt thc cuc gi.

3 trit l quan trng trong

BH
Yu thch vic mua hng
Yu thch bn hng
Hnh ng
GDP= C+I+G+ NX
Tng sp trong nc= Tiu dng+ u
t+ Chi tiu cho CP+ Xut khu dng
(s chnh lch gia XK v NK)

ASK
A(Attitude): lc quan, tch cc, yu mn.
S (Skill): thng qua vic rn luyn 3V (Verbal 7%, Voice
38%, Video 55% i vi Sales direct)
(Verbal 14%, Voice 81%, Video 5% i vi Sales indirect)
K (knowledge): doanh nghip, xy dng thng hiu, chin
lc pht trin sn phm, bn hng,th trng,khch hng,
i th cnh tranh.

Nguyn tc 3B: BN-BN-BN

B1: Trc khi mun bn ci g cho khch hng th tr c
ht hy lm bn vi khch hng.
B2: Sau khi tr thnh bn mi ngh n vic cng nhau
ngi li cng bn bc mt vn g mt cch hi u
qu.
B3: Thc hin cng tc bn hng sau mt thi gian thit lp
mi quan h thn thin nh nhng ngi bn vi khch hng
ri mi tin hnh cng nhau thc hin vic bn sn phm
cho nhau.

Nguyn nhn tht bi

1. Thiu sng to linh hot trong kch bn bn hng.
2. Khng c k hoch, thiu t chc.
3. Thiu hiu bit v sn phm dch v
4. Thiu nhit tnh
5. Thiu quan tm n khch hng
6. Thiu o to bi bn,
7. Thiu mc tiu c nhn r rng dn ti vic ni chuyn lan man,
bun chuyn.
8. Thiu hiu bit v th trng.
9. Thiu kin thc
10. Thiu kim sot cht ch v mc ch cuc gi, thi gian thc
hin, i tng thc hin.
11. Phn nn v h thng my mc, li cho s thiu may m n,
ngy bin nhng li lm mnh mc phi, cho s thiu hiu qu
trong cng vic.

Thc hnh
Ti c mt cun sch rt hay mun
dnh tng bn no thuyt phc xem
ti sao ti nn tng bn? Hy gi tay
v ni ti.
BH y l g? Phi HNH NG
tht nhanh. Khi bn Hnh ng th C
hi s n
Hnh ng- Hnh ng- Hnh ng

Bi hc
Nhng ngi thnh cng, nhng ngi
bn hng chuyn nghip l nhng con
ngi ca hnh ng
HNH NG- HNH NG- HNH
NG

T CHT CA NGI BN HNG GiI

1. Ngoi hnh bt mt (PD)
2. C hoi bo, c mc tiu.
3. T tin vt qua mi tr ngi.
4. am m vi cng vic.
5. Lm vic c lp.
6. Lm vic chm ch.
7. C tnh k lut tt.
8. Suy ngh tch cc.
9. C kh nng thuyt phc.
10. C kh nng thch nghi tt.

T CHT CA NGI BN HNG GiI

Theo din gi Francis Hng, ngi bn

hng gii l ngi mang 5 t cht.
1. Nh tu hnh: thn thin, ci m, yu
mn KH v iu kin.
2. Nh TL: hiu c trng thi, cc dng
TL khc nhau.
3. VV chu c p lc, theo ui MT.
4. Ngh s bit sng to phng thc
tip cn vi tng ngnh ngh, lnh vc.
5. Nh ton hc bit tnh ton x KHTN

Thc hnh
https://www.youtube.com/watch?v=
kCtU0gKXukA

K THUT KiM SOT NNG LNG

NL c 4 dng: th cht, tinh thn, cm

xc, tr tu. iu chnh dng NL th
cht iu chnh 3 dng NL cn li.
Thc hnh: Khi bn ri vo trng thi
bun chn, tiu cc hy x giy chy 1
vng cng vin no cho tot m hi
bn s nhn mi vic lc quan hn, u
c sng sut hn khi mu huyt lu
thng, tinh thn s phn chn hn.
Thc hnh:

K THUT KHNG CH STRESS

1. Ht th v th ra chm 10 giy 1 ln.
2. Nhm mt v ht th tht su tng tng bn ang trong 1
khu rng c ting nc chy rc rch hay 1 h sen thm
ngt.
3. Tp trung vo ci g m du xung quanh bn lm vi c c a
bn. Ci quyn note xinh xn hay chic bt nhiu mu
4. Massage mt, mt, vai, c gy, quay cc khp c.
5. Thay i v tr ngi hoc ra ra mt.

K THUT KHNG CH STRESS

K THUT KiM SOT CM XC TIU CC

K THUT KiM SOT CM XC TIU CC

X vic KH l iu ng nhin bi phn i l quan tm.

KH phn i v
+ cha nhn c thng tin y
+ quan tm
+ v sn phm cha ph hp

K THUT KiM SOT CM XC TIU CC

Xc nh c cc bc phn i ca KH chng ta phi vt qua
chun b tinh thn gii thch, thuyt phc, m phn.
Phng thc kim sot 4 dng nng lng ( th cht, tinh thn,
cm xc, tr tu).
Thi lc quan to nh hng tch cc n doanh s BH. S
khc nhau ca ngi thnh cng v TB l kh nng ng dy sau
vp ng.

 K nng phn tch phn i ca khch

hng:
CHT VN

PHN NG
CA KHCH
HNG

LO NGI

T CHI

 K nng phn tch phn i

ca khch hng.

THI GIAN

GI C

L DO
PHN I

I TH

NGUN HNG

K NNG VT QUA PHN I

Quy trnh v cch thc tin hnh

vt qua phn i.
PHN I
(1)

LNG NGHE
(2)

XC NHN
(5)

SUY ON
(3)
X L PHN
I
(4)

Thc hnh
https://www.youtube.com/
watch?v=T5ggc8rmwHc

SALES DIRECT
Th hin thng ip
% Ngn ng - bn ni g

=?

% Ging iu - bn ni ra sao = ??
% C ch - khng bng li = ???
Ngn ng 7%

C ch 55%

Ging iu 38%

Nguyn tc 3V TELESALES
Th hin thng ip
% Ngn ng Verbal- bn ni g

=?

% Ging iu Voice - bn ni ra sao = ??

% C ch Video - khng bng li = ???
Ngn ng 14 %

C ch 5%

Ging iu 81%

Thc hnh
https://www.youtube.com/watch?v=
kMGujtK-YF8
Xem phim Si gi ph Wall

CC LOI NG IU
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

Ng iu ca s chc chn bng s chm ri, nhn gi ng

Ng iu ca s b mt bng ging nh nh, gy t m.
Ng iu ca s chn thnh bng s k l, tng gi ng bt
Ng iu ca s khan him bng ging nh nh ng ko gy t
m.
Ng iu ca s hp l bng ging nh, ko qu nh n.
Ng iu nh hng cho kh b ng cch t cu h i xoay
xung quanh l do khc ngoi l do v ti n.
Ng iu vng xoay
Ng iu cu hi bng cch ln ging cu i cu.
Ng iu ca s ng cm bng cch bt chc tng gi ng
KH
Ng iu ca s t m khi chng ta mu n khai thc khch
hng bng cch t cu hi.

K NNG QUN L THI GIAN

i vi nhng nhn vin bn hng bn rn,

lm vic thng minh hn ng ngha vi vic
dnh nhiu thi gian hn tp trung vo
cng vic s mt ca bn bn hng - v b
i nhng nhim v km phn quan trng hn.
nm bt tt nht thc t bn ang s
dng thi gian nh th no, hy ghi chp.
Vic ny c th c thc hin vo 10 pht
cui ngy. Theo nh k hng tun, bn xy
dng mt bn thng k cc hot ng theo
gi. Nghe c v kh vt v? S thc l vy,
nhng n v cng hu ch. Vo cui mi tun,
bn c th bt ng v nhng kt qu pht
hin ra.

4. K NNG THUYT PHC

KHI NIM
Kh nng dng cc cng
c gy nh hng

Ti c g y???

Lm cho ngi khc lm

mt vic g

CC CHIN THUT THUYT PHC

Khch l ch ng (Bt u bng s ng )
Khch l th ng (Hy chm tr lng nghe)
Ngn chn ch ng (Lng trc cc tnh
hung)

Ngn chn b ng (a ra cc dn chng c

th)

NGH THUT NM BT TM L KH

1. CHN CH: s mua h

2. MT MT: cao gp 2.5 ln. To s
khan him.
3. KH mua hng khi im lng. Thi im
ny nn a ra li gii thch v quyn
li ca KH thay v vi vng cht sales.
4. KH mua hng v cm xc.

B QUYT CA 1 CHUYN GIA

TELESALES

1.
2.
3.
4.

Vit ra mc tiu.
Thc hin vt mc tiu.
T xy dng database KH.
Phi c to c s tin tng ca
KH qua trang phc, ging ni, ng
iu, ngn t, phong thi.
5. Chm ch rn luyn.

B QUYT CA 1 CHUYN GIA

TELESALES

6. Xy dng kch bn Telesales y

thuyt phc.
7. Luyn tp c ging ni y cm
xc, ng iu ca s chc chn,
khan him, ng cm.

Gi bn thit b ch k s Viettel
Gi
Gi
Gi
-

1 nm: Gi bn: 990. Gi g c 600

ng k t 2 cng ty: gim 5% cn 940K
ng k t 3 cng ty: gim 10% cn 890
ng k t 4 cng ty: gim 15% cn 840
ng k t 5 cng ty: gim 20% cn 790
2 nm: Gi bn 1683. Gi g c 1050. Ti t ki m 10%
ng k t 2 cng ty: gim 5% cn 1590
ng k t 3 cng ty: gim 10% cn 1515
ng k t 4 cng ty: gim 15% cn 1430
ng k t 5 cng ty: gim 20% cn 1347
3 nm: Gi bn 2376. Gi g c 1400. Ti t ki m 20%
ng k t 2 cng ty: gim 5% cn 2258
ng k t 3 cng ty: gim 10% cn 2139
ng k t 4 cng ty: gim 15% cn 2020
ng k t 5 cng ty: gim 20% cn 1900

MT CUC GI CHUN
7
6
5

Cm n v kt
thc cuc gi

Xc nhn li
cuc hn

X l t chi
4

3
2

Nu l do
& xin hn

T gii thiu
bn thn

Cho hi v xin php

c ni chuyn

Xc nh
ngi cn gi

Nhn mnh vo li ch
ca KH trong cuc
hn ny

Gii thiu i nt v bn thn v

cng ty ang lm vic
Thc hin cuc gi n KH ph hp

61

GI IN CHO NGI QUEN

1.Xc nh ngi cn gi :
Al, xin vui lng cho gp anh Nam
2. Cho hi & xin php ni chuyn:
Xin cho anh Nam, ti l Hng y, ti xin php ni
chuyn vi anh mt vi pht nh
Anh khe khng, cng vic lc ny th no?
3. T gii thiu :
Hin nay, ti tham gia lm t vn ca Cty Manulife - mt
trong nhng tp an ti chnh hng u trn th gii
( Anh nghe g v Manulife cha? )
62

GI IN CHO NGI QUEN

4. Nu l do & xin hn :
Cng ty Manulife hin ang c rt nhiu gii php ti chnh
rt hay v rt c li cho ngi tham gia,
V nu anh nghe c nhng gii php ti chnh ny, ti tin
rng anh s rt quan tm & thch th.
Vic trao i thng tin ny ch tn khang 30 m thi. Vy ti
c th gp anh vo 7 gi ti nay hay 9 gi sng th by th
tin cho anh hn ?

63

GI IN CHO NGI QUEN

6. Xc nhn cuc hn
Vy ti s gp anh lc 9 gi sng th by tun ny ti
nh anh nh.
a ch nh anh l s . ng

7. Cm n v kt thc cuc gi
Xin cm n anh. Chc anh mt ngy vui v!
( Ch KH cp my trc )

64

TELESALES DCH V MNG VIETNAMOBILE

1.Xc nh ngi cn gi :
Al, xin cho php em c hi y c phi l s my
ca ch Phng khng ?
2. Cho hi & xin php ni chuyn:
D em cho ch Phng, em l Tr Giang gi in cho
ch t trung tm chm sc khch hng ca Vietnamobile.
Hin nay bn em c mt s dch v tit kim chi ph
cho khch hng. Em xin php c ni chuyn vi ch
Phng mt vi pht nh.
3. T gii thiu :
Hin nay, ti l nhn vin chm sc khch hng ca mng
di ng Vietnamobile. Ch Phng bit v mng VNM
cha ?
65

Tham kho thng tin dch v ca mng di ng

Vietnamobile gi t s my VNM cc bn tham kho
tng i 789 trao i vi cc in thoi vin.
Tham kho v cc dch v 3G ca VNM vui lng gi tng
i t ng ca VNM 360 hoc gi s my 0922 360
360 gp in thoi vin.
thun li cho vic thc hnh k nng chm sc
khch hng trn mng di ng VNM cc bn nn trang
b cho mnh 1 sim in thoi Vietnambile.

TELESALES TH O TO TRC TUYN

M HNH HC CNG TRNG CHUYN
CA HANOITELECOM

1.Xc nh ngi cn gi :

Al, xin cho php em c hi y c phi l s my c a ch

Hng khng ?
2. Cho hi & xin php ni chuyn:
D em cho ch Hng, em l Nga gi in cho ch t trng
o to trc tuyn m hnh hc cng trng chuyn KHTN. Em
xin php c ni chuyn vi ch vi pht v dch v hu ch
ny.
3. T gii thiu :
Hin ti e l chuyn vin bn th trc tuyn m hnh hc cng
trng Chuyn. o to trc tuyn l mng dch v mi kt hp
gia gio vin gii ca Chuyn KHTN v h thng ng truyn
k thut cc nhanh ca Hanoi Telecom to nn sn phm u
vit ny.
67

TELESALES TH O TO TRC TUYN M HNH HC CNG TRNG CHUYN

CA HANOITELECOM

4. Nu l do & xin hn :
Th o to trc tuyn ca HTC hin nay rt hay v cht lng,
nhanh v ng truyn v rt tit kim chi ph. Ch vi 1333 /
ngy cc bn c th hc ton, l, ha, sinh bt k u, bt
k lc no vi iu kin cc bn online internet 24/24. Chi ph ny
cn cha bng 1 chic bnh m chay. Qu r phi khng bn.
Vy mnh c th gp bn u giao th cho bn? Lc my gi
th tin hn cho bn nh? Nu bn xa c th chuyn khon vo
TK v mnh s ngay lp tc gi m th co cho bn. Cc k n
gin v tin li ng khng bn?
5. Cm n
Cm n bn Hng! Chc bn hc tp hiu qu v thi tt nh!
68

Ti
Ti
khng c

Nhu
cu

Bn
Lm

Ti
khng
c
TIN

Ti mua ri

Ti c
Ti
khng
thch
bo
him

B
con
lm
BH
ri

Hy gi ti liu
qua E-mail hoc
bu in i!

BH l la
o,
khng
mua
69

PHNG PHP X L T CHI

Lng nghe hiu r

ng cm
Gii thch
Xin hn

70

Ti
khng c

Vng, ti
rt hiu
mt iu l chng ai mun ph
X L
T
CHI
tin cho nhng iu m mnh cha cn.

Nhu
cu

Nhng i vi BHNT, n khi anh/ch cn th khng

th tham gia c vi bt k gi no.
Hn na, ti xin php c gp anh/ch ch
thm gia nh l chnh, nu c thm thi gian, ti
s trao i thm vi anh/ch nhng gii php ti
chnh hin c ti Manulife Vit Nam. n lc ,
anh/ch s thc s bit r rng mnh ang c nhu
cu hay khng?
Vy th 9gi sng mai hay 3 gi chiu mai. Lc
no? u th tin nht cho anh/ch vy?

71

Ti

X L T CHI

Bn
Lm

Vng, ti hiu.

Chnh v ti bit anh/ch rt bn rn, thi

gian i vi anh/ch rt qu bu, cho nn
ti mi ch ng t cuc hn trc
vi anh/ch khng lm phin anh/ch
trc khi ti n.
Nh vy th sng Th By hay sng Ch
Nht tun ny, khong t 9 gi tr i, khi
no v u th tin nht cho anh/ch
vy?
72

Ti
khng
thch
bo
him

ti hiu.
X L T Vng,
CHI
Thng thng khng ai cm thy thch hay
quan tm n iu g khi cha tm hiu k
b n m h c th b tc ng bi
nhng thng tin tiu cc v khng chnh
thc t bn ngoi m nhng thng tin y
i khi khng chnh xc.
bit c BHNT c ging nh nhng
iu anh/ch ang suy ngh hay khng th
anh/ch vui lng cho ti mt cuc hn vo
lc..hay., khi no v u th tin
nht cho anh/ch vy?
73

THC TP X L T
CHI TRN IN THAI

X l : Ti khng thch BH

B QUYT THNH CNG L TP LUYN

74