ENGLISH FOR BUSINESS ADMINISTRATION

NGÂN HÀNG NHÀ NƯỚC VIỆT NAM

BỘ GIÁO DỤC VÀ ĐÀO TẠO

TRƯỜNG ĐẠI HỌC NGÂN HÀNG TP. HỒ CHÍ MINH
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TIỂU LUẬN MƠN HỌC

ENGLISH FOR
BUSINESS ADMINISTRATION
Họ và tên

:

MSSV

:

Lớp

:

TP. Hồ Chí Minh, tháng 11 năm 2022


Table of Contents
PART 1: Make a list of 20 Words followed by Definitions and Examples in English
taken from The Business 2.0-Pre-Intermediate (2014) (Unit 2-Customer Satisfaction,
Unit 3-Products and Process). ........................................................................................ 1
1.1. Unit 2-Customer Satisfaction. ............................................................................. 1

1.2. Unit 3-Products and Process ................................................................................ 3
PART 2: Write a paragraph to talk about your experiences of good or bad customer
service. ............................................................................................................................ 5
ACKNOWLEDGEMENT ........................................................................................... 6
REFERENCE LIST ..................................................................................................... I

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PART 1: Make a list of 20 Words followed by Definitions and Examples in
English taken from The Business 2.0-Pre-Intermediate (2014) (Unit 2-Customer
Satisfaction, Unit 3-Products and Process).
1.1. Unit 2-Customer Satisfaction.
1. Lead: This person is a possible future customer. The chances of this are low, but the
company still contacts them.
Ex: A typical company needs to contact a thousand leads to find just ten new 15
customers.
2. Prospect: This person is a possible future customer. The chances of this are high,
and the company may already be in contact with them.
Ex: Sales do all the hard work: they answer the prospect’s enquiry, mail information,
call the prospect back and arrange a sales visit.
3. Consumer: This person goes into a store and buys something. They are the end user.
Ex: The supply chain process is the process that involves moving goods from the
manufacturer to the retailer and finally to the consumers.
4. Customer: This person buys something at any point in the chain. They may be a
manufacturer buying from a supplier, a distributor buying from a manufacturer or the
end user buying from a store.
Ex: Providing products at the right price means making product availability correspond
with customer demand
5. Repeat business: the fact that a customer returns to buy more products or services

from the same company
Ex: Long-term customer partnerships allow companies to get repeat business and build
customer loyalty.

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6. Customer support: help and advice that a company makes available to customers
when they have bought something
Ex: When I buy a book at the store, the staff support and answer detailed questions
about the product.
7. Priority: something that you do or deal with first because it is more important or
urgent than other things
Ex: Give customers what they want, when they want it: the right product, in the right
place, at the right time and, of course, at the right price. Make the customer's priority
your priority, especially when there's a problem!
8. Satisfaction: the good feeling that you have when you have achieved something or
when something that you wanted to happen does happen; something that gives you this
feeling.
Ex: Every contact must contribute to customer satisfaction if a company wants to build
a long-term relationship and get repeat business.
9. Emotion: the feelings that someone has about a product or service that can influence
their decision whether to buy it or not.
Ex: The decision was based on emotion rather than rational thought. When customers
have sad feelings, they will lose interest and depressed mood when buying.
10. Determination: the ability to continue trying to do something, although it is very
difficult.
Ex: Show customers that you feel like they feel, especially about problems. If they are
disappointed or angry, show the same level of emotion in your determination to solve
the problem.

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1.2. Unit 3-Products and Process
1. Supply chain: the system of people and organizations that are involved in getting a
product from the place where it is made to customers
Ex: Sharing information between partners in the supply chain can help bring benefits to
suppliers, manufacturers, and customers.
2. Logistics: the process of planning and organizing to make sure that resources are in
the places where they are needed, so that an activity or process happens effectively
Ex: Amazon has become famous for its logistics strategy, which is made possible by
the company’s global network of distribution, sortation and fulfillment centers.
Amazon’s same-day and next-day delivery model rests on a complex logistics
framework. Products are delivered to the company’s fulfillment centers before being
moved to sortation centers.
3. Supply chain management: the activity of being in charge of and controlling the
process of getting a product from the place where it is made to customers
Ex: Vinamilk's tight supply chain management strategy ensures an abundant supply of
pure fresh milk products to millions of Vietnamese families.
4. Quantity: an amount or number of something, especially one that can be measured,
the number of products customers want.
Ex: Knowing the exact quantity and meeting the demand is the key point for a
manufacturer in keeping the reputation and avoiding losing money.
5. Documentation: the documents that are required for something, or that give
evidence or proof of something
Ex: I couldn't enter the country because I didn't have all the necessary documentation.
6. Partner: a person or organization you are closely involved with in some way, a
person that you are doing an activity with, such as dancing or playing a game.
Ex: The teacher asked the students to choose a partner for the next activity.

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7. Assemble: to come together as a group, to bring people or things together as a group.
To make something by joining separate parts together.
Ex: In the workshop, robots assemble the rubber balls and plastic covers and paint them
different colors.
8. Packaging: material used for wrapping or covering goods to protect them in shops.
Ex: Attractive packaging can help to sell products. To ensure consistency and identity,
all Apple products use a combination of the colors black, white, and grey on their
packaging, as well as the company's iconic logo.
9. Out of stock: products are not available to buy in a store because they have all been
sold.
Ex: Sometimes when sellers can’t accept an order because the goods required are out
of stock or the price and the specifications have been changed.
10. Credit: a method of paying for goods or services at a later time, usually paying
interest as well as the original amount.
Ex: You can borrow up to a maximum amount, similar to a credit card limit, but you
are required to pay the funds borrowed in full at the end of each period. An example of
this would be a cellphone bill — you can make phone calls, send text messages, and
use data each month, and at the end of the month, you are required to pay for the services
you used (including any additional usage fees).

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PART 2: Write a paragraph to talk about your experiences of good or bad
customer service.
Customer service is the key to the success or failure of a business. "The Gioi Di

Dong" is one of the companies that have effective customer care with great
professionalism. I want to tell you about my experience with buying a telephone in The
Gioi Di Dong store. Firstly, when I arrived at the store, the security guard arranged the
motorbike in the parking space for me. I entered the store, the staff opened the door and
bowed to me. Secondly, The staff advised me on suitable phone models through a few
questions about my requirements, and the staff let me try them out with a pleasant
attitude. I feel very comfortable discussing problems with them without feeling
embarrassed by bothering them too much. I finally found the right phone for me. The
checkout process was very fast, I didn't have to wait long. I even got a discount because
they had a student support program and I was given extra accessories and vouchers for
my next purchase. When I left, they also treated me with the same courtesy and respect
as when entering the store. I feel that shopping at The Gioi Di Dong gives me a lot of
interesting experiences and am satisfied with the way the staff treats customers.

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ACKNOWLEDGEMENT
During the process of researching and completing the thesis topic, I received the
enthusiastic guidance of Ms. Nguyen Thi Thanh Truc. With a sincere heart, I would like
to send my regards and thank you so much for directing me to complete this thesis. In
the process of studying and learning English for majors in general and essay topics in
particular, you have brought me basic premises and knowledge to approach the problem.
That's why I had finished my essay better. Perhaps, knowledge is limitless, but each
person's knowledge acquisition always has certain limitations. Therefore, in the process
of completing the essay, it is inevitable that errors will be made. I hope to receive
suggestions from the teacher to improve the essay.
Finally, I would like to wish you health, success and happiness.

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REFERENCE LIST
Vietnamese References.
1. Thông tin về Thegioididong.com. (2010, 10 22). Được truy lục từ Thế giới di động:
/>English References.
1. The Business 2.0-Pre-Intermediate. (2014).

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