CONG TY TNHH ORGANO GOLD VIET NAM•

CHUONG TRINH DAO T~O eo BAN

Sau khi Hop d6ng tham gia ban hang da cfip c6 hieu luc, Nha phan phoi c6 nghia vuhoan thanh kh6a dao tao duce Cong ty t6 chirc theo Chuong trinh dao tao eo ban da ducedang kYvoi eo quan c6 tham quyen.

Day la chuong trinh dao tao b~t buoc, khong thu phi, danh cho nhtrng nguoi moi batd~u tham gia vao h~ thong (Nha phan ph6i chi phai mua bQ Tai lieu khoi nghiep phuc vuChuong trinh dao tao eo ban tri gia 600.000 d6ng, bao gom: tai lieu gioi thieu v~ Cong ty,Quy t~c hoat dQng va Chuong trinh tra thirong, tai lieu gioi thieu v~ cac san pham duceCong ty kinh doanh theo phirong tlnrc da cfip, tai lieu gioi thieu v~ phap luat lien quan d~nhoat dong ban hang da cfip va san pham, tai lieu phuc vu dao tao cac ky nang eo ban de thirchien heat dong ban hang da cfip mot each hieu qua ... )

Nha phan ph6i sau khi hoan thanh Chuong trinh dao tao eo ban, se duce Cong ty cfipClnrng chi dao tao eo ban v~ ban hang da cfip va The thanh vien mang hroi ban hang da cfiptheo ml1ucua BQ Cong thuong.

re« cau:

Nha phdn phoi h9C tdp nghiem tuc, thuc hann ddy du dd thuc hien dung quy dinh, vJhuong dan cho h~ thong cua minh va tu win dung cho khacn hang.

- Thai gian kh6a h9C duac goi gon trong 2 ngay.

A. TRlNH TV, THU Tl)C I>Ao T~O vA cAP CHUNG CHi I>Ao T~O

1. Trlnh tt!, thu tuc dilO tao

- Sau khi ky hop d6ng, Nha phan phoi tham gia kh6a dao tao phai thuc hien viec dang kytham gia theo thu tuc sau: C6 Don dang ky tham gia (theo ml1u do Cong ty ban hanh). Dondang kY tham gia phai nQP v~ van phong Cong ty cham nhat la mot (01) ngay tnroc khikh6a dao tao bat d~u.

- Danh sach cac lap dao tao, thoi gian, dia diem duoc dang tren website cua Cong ty vaniem y~t thong bao tai van phong Cong ty.

- Nha phan ph6i chfip hanh d~y du trinh 1\1', thu tuc neu tren se c6 ten Danh sach h9C vien.Sau khi dang ky xong, nha phan phoi tham gia h9C theo thoi gian da dang ky.

2. cAp clnrng chi

2.1. DJi tuong iluf/C cap chteng chi

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Nha phan phci tham gia dliy du s6 gio h9C theo quy dinh se duce Cong ty c~p Chirng chl daotao eo ban v€ ban hang da c~p.

2.2. Thii tuc cap chieng chi

- Cong ty cong b6 cong khai tai tru sa nhtrng nguoi du dieu kien va se duce c~p Chirng chidao tao eo ban v€ ban hang da c~p, thoi gian cap, thoi gian nhan clnrng chi.

- Chung chi dao tao eo ban v€ ban hang da c~p duce tra cho nha phan ph6i tai van phongCong ty.

B. CH110NG TRlNH DAo Ti).0 eo BAN

I. GUll THltU VE CONG TY

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D~ Nha phan phoi nam duoc eo c~u t6 chirc va hoat dong cua Organo GoldVi~tNam

Gioi thieu v€: Gi~y ta phap ly thanh l~p, t6 chirc, nguoi dai dien theo phaplu~t, nganh nghe kinh doanh va mang hroi BHDC.

11. HQP DONG THAM GIA BAN HANG DA cAp, CH110NG TRlNH TRATHl.1ONG, QUY TAc HOi).T DONG

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Cung c~p thong tin lien quan d€n Hop dong mfiu, Chirong trinh tra tlnrong vaQuy t~c hoat d<)ngcua Cong ty.

Gioi thieu t~t ea cac di€u khoan va dieu kien d~ Nha phan phoi tien hanhhoat dong kinh doanh cung voi Cong ty, Quy dinh tra hoa hong, tien thuongcua Cong ty, bao gom:

1. Cac quy t~c duce quy dinh trong Quy t~c hoat dong cua Cong ty

Thai hrong:

M\lc tieu:

N<)idung:

Thai hrong:

M\lc tieu:

N<)idung:

(i) Quy dinh chung

(ii) Quy tac va quy dinh trong hoat d<)ngkinh doanh

(iii) Giam sat va xli phat

(iv) Cac quy dinh b6 sung

2. Hop d6ng tham gia ban hang da c~p

3. Quy dinh tra hoa hong, tien thirong theo Chirong trinh tra thuong cua Cong ty.

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Ill. GI<~nTHIEU VE SAN PHAMThai luong: itieng

Mvc tieu: Cung dip cac kien thirc ban dfiu v~ cac san pham cua Cong ty

Gioi thieu cac san pham theo Danh muc san pham kinh doanh theo plurongthirc da cfip da duce Cong ty dang ky voi eo quan c6 tham quyen.

NQi dung:

IV. QUY DJNH CiJA PHAp LU4.T VE BAN HANG DA cAP T~I VI~T NAM1. Gioi thieu v~ hinh thirc ban hang theo phirong thirc da cfip;

2. Gioi thieu v~ Luat Canh tranh 2004;

3. Gioi thieu Nghi dinh s6 42120141ND-CP ngay 14/5/2014 cua Chinh phu v~ quan 1;'hoat dQng ban hang da cfip;

4. Gioi thieu Thong tu s6 24/20 14/TT-BCT cua BQ Cong Thuong ngay 3017/2014 va cacquy dinh huong d~n thi hanh khac v~ hoat dong ban hang da cfip;

5. Gioi thieu Nghi dinh 185/2013IND-CP ngay 15/1112013 cua Chinh phu v~ quy dinhxu phat vi pham hanh chinh trong hoat dong thirong mai, san xufit, buon ban hang gia,hang cfim va bao v~ quyen 19ingiroi tieu dung;

6. Cac van ban phap luat khac c6 lien quan khac.

V. KY NANG BAN HANG eo BAN I

Ban hang c6 nghia la dira san pham toi khach hang. Dinh nghia tir "ban hang" duoc cong nhanrong rai la dira san pham cho khach hang. Tuy nhien, cling nhu bfit ctr v~t don gian gi d~u ducecfiu thanh tir nhieu nguyen t6 cfin phai duce xir 1;'va thuc hanh dung d6 dat muc tieu, viec banhang c6 cac biroc phai tuan theo.

Khat vonz va muc tieu ~'- ~~1. Khat vong: Vi sac anh/chi lai muon tham gia vao cong viec kinh doanh nay? Nhirng

khat vong anh chi quyet Him dat diroc la gi va khi nao thi dat duce?

2. Muc tieu: Anh/chi dir kien thu nhap bao nhieu? Bao nhieu khach hang hoac khachhang trien vong anh chi cfin bao tro mdt ngay d6 c6 duce thu nhap d6?

Liru y: Sau day la cong thirc tinh thu nhap dir kien:

Thu nhap du kien nam (chu y€u tu ban san pham) chia cho s6 ngay lam viec va chia ti€pcho s6 gio lam viec trong ngay. K€t qua la muc tieu tinh thee gio ma anh, chi cfin dat.

Cac bU'Cycban hang

1. Tim hi6u v~ san pham

2. Tim khach hang

3. Tim hieu v~ khach hang

4. Giup khach hang

5. Quan h~ gitra ban va khach hang

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Ki~n thrrc san ph§m

Khach hang cua anh chi muon bi6t cac thong tin v€:

San pham nay la gi?

Cac dac tinh cua san pham la gi?

San pham nay t6t hon cac san pham khac nhir th6 nao?

D~c tinh ciia san pham: V€ fm tUQ11gcua khach hang d6i voi san pham. San pham h6 trocho khach hang khi mua san pham tu anh/chi. Nhu c~u mua sari pham it nhieu phu thuocvao viec khach hang nam duce toi mire nao v€ t~m quan trong cua dac tinh san pham vakhach hang bi6t r5 nhu th6 nao,

D~ng cApciia san pham: Thuong g~n voi cac di;ic tinh cua san pham khi gioi thieu san phamd6 toi khach hang. Nham giup anh/chi thuc hanh buoc nay, chung toi c6 mot s6 eau n6i maanh, chi c6 the dung lam "eau n6i" gitra di;ictinh cua san pham va ding d.p cua san pham.

"Chu§n b] sin sang v6'i ki~n tlnrc san pham"

Tim khach hangCong ty la cong viec kinh doanh v€ cong chung, Hay nho di€u gi ma cong chung xem la quantrong nhat, chir khong phai anh/chi. Boi chinh vi le nay, anh/chi se di;itra muc tieu ai se la khachhang trien vong c~ toi san pham cua anh/chi va ai c6 the dua anh/chi toi nguoi se c~ sanpham cua anh/chi.

1. Blit diiu vui nguoi ma anh eh] biit

Ban be (ban hoc Trung hoc, ban hoc Dai hoc, ban hoc Ngoai ngfr .... )

Hang x6m (nhtmg nguoi a quanh khu V\IC ban sinh s6ng .... )

Tho lam t6c

D6ng nghiep (tai eo quan dang lam viec, hop tac .... )

Nguoi ban hang a cira hang thuc pham g~n nha

2. Nguoi dU(fc ban anh, eh] gioi thifU ho{ic dan m6i

3. Nhiing nguiri khtic

"Ten nhfrng nguoi toi bi~t"Khach hang trien vong cua Cong ty

Thong tin nhirng ngiroi ban Ten S6 di~n thoai

Ban hoc

D6ng nghiep Cll

D6ng nghiep hien nay

Nguoi quen khi tham gia the thao

Nguoi quen qua cac S\I kien xa hoi

Hang xom ell

Hang x6m hien tai

Nguoi ban hang thuc pham

Nguoi lam Thu y

Nhan vien buu dien

Nguoi lai xe a to

Th~y co giao

Thong tin cua khach hang

HQva ten Bi~n thoai

Bta chi Email

Tinh trang hon nhan s6 con

Loai nha 6 Lol;tixe

S6 thich

Cong viec

Kt thuat baG trO'

Thii tuc ban hang Thu tuc bao trQ'r

Ki~n tlnrc san phamI

Chirong trinh tra thuong cua Cong ty ,:

'ITim kiem khach hang tieu dung Tim kiem khach hang trien vong tham gia mang

,Ti~p c~n va hen g~p Ti~p can va hen g~p

Tao thuan tien cho viec mua hang Gioi thieu eo h9i kinh doanh

Duy tri quan h~ t6t voi khach hang Len k~ hoach theo doi va giup dO'

Thu tuc baG trO'1. C6 kien thirc v~ Cong ty, san pham va hieu v~ chuong trinh tra thuong, chirong trinh ban

hang

2. Tim kiem nhtrng khach hang trien vong tham gia mang hroi ban hang da cclpcua Cong ty

3. Ti~p c~n va hen g~p de chia se thong tin

4. Gioi thieu eo h9i kinh doanh

5. Duy tri quan h~ voi tuyen diroi, len k~ hoach theo doi thuc hien va giup dO'

K~ hoach dftn nhapTen cua Nha phan phoi tham gia mang hroi ban hang da cclp .

N' d~ ti ~ ~gay au ren gap .

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N' ham ai 1 ,.gay t am gia mang uor .

1. Ki~n thirc v~ san pham va chirong trinh tra thuong

Se g~p ngay vao luc d€ theo d5i .

2. Tim khach hang

Gap d€ thu nhan ten khach hang ngay vao luc .

3. Hen g~p khach hang

G~ dA d' t a khuve h· , , 1r~p e ao ~o va uyen ng !ngay vao uc .

4. Gioi thieu eo h9i

Ngay luc .

5. Theo d5i k~t qua

·.MQt

Danh muc ciic viec cAn co khi giOi thieu cO'hoi

1. Cac tai lieu d.n thiet, sach bao, van phong pham

2. Cac tai lieu v~ Cong ty, san pham

Xac nhan gap v6'i tirng ngU'm dU'O'cmm

Cac di~m chinh ciia giOi thieu

1. Ki€m tra ky nang thuyet trinh tnroc nhtrng ngiroi khac

2. Ton trong phan h6i cua nhtrng nguoi kiem tra (loi ich)

3. Ton trong cac chuyen cua rieng minh v~ Cong ty

Co thai do phi! hO'pvOi tirng trU'(mg hO'p

VI. DAo T~O D{CH Vl) KHAcH HANG - KY NANG CO BAN 11

Muc tieu cua chung toi la giup anh/chi tra loi duce cac diu hoi sau:

- Ai la khach hang?

Ky thuat va ky nang phuc vu khach hang la gi?

Lam th~ nao anh/chi eo th€ tin tuong duce rang anh/chi dff phuc vu khach hang t6tnhfrt m6i lAn?

Cach gi hieu qua nhat d€ phuc vu khach hang khi eo vfrn d~?

VI sao cAn phuc vu khach hang?

M9t eo sa dao tao phuc vu khach hang bao cao rang tim kiem khach hang mfrt thoi gian gfrp

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5 lftn duy tri khach hang hien c6. Vi v~y, phuc vu khach hang t6t la phan thiet y€u cua kinhdoanh.

Ai co tnich nhiem phuc vu khach hang?

Khi n6i ve phuc vu khach hang chung ta thuong nghi ve nguoi hoac b('>phan chiu trachnhiem ve viec nay. Tuy nhien nhtrng nguoi c6 nhiem vu phuc vu khach hang chi la dai diencho viec phuc vu nay. Thirc ra, moi nguoi tu Giarn d6c, Nha phan phoi d€n nhan vien Congty deu chiu trach nhiem th6a man viec phuc vu khach hang. Mot khi khach hang hoi hoacyeu cftu giup do, anh/chi c6 eo hoi cung d.p dich vu khach hang t61.

Cac bU'(yc

Cac buoc phuc vu khach hang nam trong sa d6 ky nang h6 tro eo ban va cac buoc chung.Do la mftu dua anh/chi vao ky thuat phuc vu khach hang theo tirng buoc.

Chao hoi khach hang: Lam cho khach hang vui ve

Xac dinh nhu eau: d~ hieu nhu cftu va mong muon cua khach hang

Thao tac: d~ dap irng nhu cftu khach hang

K€t luan phirong phap lam viec: d~ xac dinh cac phuong phap thuc t€ se dung d~giup khach hang.

Danh gia: Lieu se dap trng duoc nhu cftu khach hang hay chua. N€u da, khach hanghai long.

K€t thuc cuoc n6i chuyen

Cac ky nangC6 3 ky nang eo ban d~ nho ma anh/chi c6 th~ dung cho phuc vu khach hang, nhat la khi ho d€nhoac muon gap rieng.

1. Dieu tra

H6i d~ bi€t nhu cftu.

Th~ hien anh/chi nam duce thong tin d6.

2. Tra loi mot each c6 trach nhiem

Lang nghe

Tap trung vao dieu khach hang quan tarn bang chu trong vao frn nrong nhieuhon la thong tin ma khach hang cung cap, Tra loi mot each chu dao voi y kienkhach hang. Tuy nhien, anh/chi khong phai luc nao cling d6ng y voi ho,

3. Cfrp thong tin

Xac nhan cac thu tuc thirc t€ d~ dam bao sir tin tuong cua khach hang.

Cfrp thong tin chuftn xac

Moi chao cac mat hang thay th€ khac.

Y thrrc

Sau day la cac ky thuat th~ hien y thirc tich Cl)'C:

1. Anh/chi khong chi the hien giong di~u ma ea cir chi, net mat va ea cac ngon ngtr, bQdieu khac.

2. Y thirc cua anh/chi khong c6 gioi han, NSu anh/chi khong kiem scat duoc tinhhuong, anh/chi c6 hai lira chon: hoac tranh d~u hoac thay d6i y thirc cua anh/chi veviec nay. Anh/chi c6 the kiem scat duoc bi€u hien cua minh la ky thuat t5t nhat d€ uutien h6a SlJ viec.

3. Anh/chi c6 the ciroi va vui ve k€ ea khi khong cam th~y nhu vay. Hay hra chon d€ trothanh ngiroi tro thu giup khach hang cua minh.

4. Hay s5t sang voi moi eau hoi k€ ea nhtmg eau anh/chi khong cho la quan trong,

5. Quan tarn toi rnoi ngiroi nhu nhau (nhimg anh/chi phai Iuon quan tarn toi khach hangcua minh truce).

6. Nghi ve yeu diu cua khach hang hoac cac tinh huong kh6 khan la eo hoi d€ anh/chiphuc vu khach hang t5t nh~t. C5 giai quyet v~n de do voi y tlnrc tich ClJC. Khongduce n6i hoac nghi rang dieu do la khong the.

Cac nhan tB1. SlJ tin tuong la quan trong hon b~t cir cai gi.

2. Dap trng nhanh ch6ng

3. Xac nhan

4. Quan tarn

5. Cac bien phap htru hinh va vo hinh xet tu quan diem cua khach hang.

Kt thuat tni loo <lienthoai

Ky thuat tra Ioi dien thoai chuan xac la r~t quan trong d5i voi dich vu khach hang. Cac kythuat tra loi dien thoai t5t, lich SlJ nlnr sau:

1. Tranh ngat hQi thoai voi nguoi tren duong day dien thoai

2. Xac dinh da t~t dien thoai truce khi ban viec cua khach hang d6 voi nguoi khac

3. Khong duce an, uong khi tra loi dien thoai

4. C5 tra loi dien thoai mot each nhanh nh~t c6 the. Khong duce d€ chuong reo qua 3lfrn

5. Khi cfrn tarn ngung duong day dien thoai voi khach hang d€ n6i voi dirong day khac,anh/chi phai bao cho khach hang biSt va duce ho chap thuan thi moi lam.

Qmin IVtinh huBng kh6

1. Luon lich SlJ va y tu

2. Ki€m soat cam xuc va tinh cam

3. Kien nhfrn voi khach hang va d€ ho trinh bay v~n de

4. C5 hieu ra tinh huong tnroc khi quyet dinh

5. N6i nang ra rang va gitr binh tinh

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6. Chan thanh xin 16i v€ sai s6t hoac bftt tien ma khach hang c6 th€ gi;ip phai hoac khikhach hang c6 ve mftt long.

7. T~p trung vao:

Xac dinh vftn d€

Tim giai phap cho van d€

Thoa thuan voi khach hang v€ thoi gian d.n d€ giai quyet vftn d€

Luon theo d5i cac vftn d€ cua khach hang d€ dam bao ho hai long.

Cue noi dung khue eo lien quan

C. BDI nUONG DJNH KY eHO NHA PHAN PHOI

- Cong ty se tien hanh cac dot c~p b6i duong dinh ky cho nha phan phoi dinh ky hangnam hoac bftt ky thoi diem nao c6 phat sinh tuy thuoc vao quyet dinh cua Cong ty vac tirngthoi diem,

- NQi dung bao gom:

+ Cac Van ban phap luat moi c6 lien quan den hoat dong ban hang da cftp, san pham ...

+ Cac quy dinh moi cua Cong ty lien quan den hoat dQng ban hang da cftp, hoac cacnQi dung thay d6i tai Chirong trinh tra thuong, quy t~c hoat dong, hop dong, san pham.

+ C~p nhat ky nang eo ban thirc hien hoat dong BHDC.

- Dia di€m, hinh thirc b6i duong: t6 clnrc lap dao tao, b6i duong tai van phong Cong tyhoac bftt ky dia di€m nao khac phu hop quy dinh; c6 th€ thirc hien bang each giri tai lieu chonha phan phoi.