luận văn quản trị kinh doanh tìm hiểu hoạt động bán hàng tại công ty tnhh thành hiếu trà vinh

TRUONG EAI HQC TRA
VTNH
KHOA KINH TIT,
LUAT VA NGO4I NGD'
BO
MON KINU TE
BAO CAO rHqc
TiM HIEU HOAT DONG
TAP TOT
NGHIPP
BAN HANG TAI
CONG TY
TRACH NHIDM
HVU HAN
_
THdONG
MAI TH.ANH
HIEU
Giinsyi6n hudng dAn: NGUYEN
THI CAM LOAN
Sinh
viAn
th+.c hian : NGUYEN THI Mi xUYtN
Ldp :
CAO
DING
QUAN
TRI KINH DOANH B
Kh6n:2007
MSSY:212207057
Tri Yitt h,

th.itlg 06 r.itr 2010
LoI
Md
DAU
r.1. LtDO
CHQN
Dt
TAI
Hien
1ron8 nen
kinh ra
rhi fdone
cir Dudc
ra
hoar d6rs
san
xu,t vd
kinb
doanh
dien
.a rir .ra
dang vi phong phLi
!i vay
cic
doanh
nghiep
sin xut
kjnh
doanh.
c6c

coDg 1y rhuong
mai
mu6n
dfrg vrng
ken
thi t.ring
thi
vigc
qutu
li
cong
t c
b6r hdngllaih€1stc
nhanh
Dhay, nim
bit th6ng
tin
kinh t6
ciil ihi6!
bdm
:n rhirru@g
vJ
dp du.g lhiiu
bii- phT
Ji
iilhuduo.nhiiuhslshormir(ach
nhanh nhtit
vdi nhiau
ching
lo?i nhiit,

tanh
linh tnne
u dong.
Do d6
cOng Uc
phan
tich
hoai dong
ban hdng
B .an
rhi6t vA
khdng lha
$iau
nong noqt
dong
kirh douh
ndi
chung !d
d6i vdi c6c
c6ng
ry thuds
m.i n6i
ri€ng.
Nh6n
rhnc ddoc
.in auxn
r,.ng
do 1r1
oi.lnnddai
-phdlrich

hodr
done
b6n h,ng
crla cilns
ty rrtioh
nhi€h lriu
ha.
-
rhvdrc
Dai Thdnh
rrid!.,,1€
Dm bai
biio cro
rhuc |tp
6r nghiio
c, o
Ininh du,,g
rho,
eop
pldr
nine,ao
h,eu qui
ho?r
dong
bdn hdng
cn. cOng
ry.
r.2.
MVCTTSUNCHTEN
CUU

1,2.1,
MUc tietr
chung.
Ea lai lap
trung
rnn
phan
dch cdc
hoet ddDg
trong
cOne tac
b6n hrns
qja
c6ng
ty TNHH
-
TM Thanh
Hiau.
1.2.2.
Mlc liGu
c! thd.
EdnI gi,
duoc tinh
hinh hoat
d6ng
bdn hdng
cn!
cOng L'
trong nhiing
nnn

gan
day.
Ddnl
BiA
dus.
nntng
ngr)rn
nhn, anl,
hr,e.o,
rit,
Lrr r
|Jc ra duoc
nhnng
bi,;n
phiip
ldng s6
luqng xe
b6n ra vA
doanh rhu
nhim
s6p
phiD
ddy manh
hiCu
que
b6n hang.
cvHD:
NsrJ in
rhrcih
LNn

svrH:
Nsly8i
rtri Mt xuy€i
1.3. PHAM
vI
NGHIEN
Cf,tJ
V6 mit khOng
gio:
d€ $i
nghien ctu tren
ph?m vi
biin hdne cna cong
ty tnc lA
ten
ph4m
vi tinh trd vinh.
vi thdi
gian:
thdi
gian nghien ctu ld 6 1uan thuc tA!
qi
cong ty,
s6 lieu ilu
thdp nong
thdi
gim
4 ndm
(2007-2009),
bao

g6m
cdc s6 I'eu va doanh s6 b6n
vd lqi
rhu6n cna c6ng ty. Nhuns
do ki6n thric va thli
gian
c6
hd
ncn t6i chl tfu irung vno
viec
phan
ch hont dong
bAn lC c'i! cOne 1y.
Dij tni xoay
quanh
viCc
phan
tich thU
qc
brn
hdng, c6c dich lu Long b6n hdn&
doanh sd
bdn a nlrng
nhin 16Anh hudng rdib6nhdne.
Noi
dung cu d€ tdi
gom
3
chuonS:
Chtrmg

1:
phuong
ph6!
ludn va
phumg ph6p
nghien c'ru.
Chuong 2.
Phen tich hoel dong btn
hdng cna
c6ng ty
TNHH
-
TM Thanh Hi6u
chuong 3. Kdi
lu4n.
CVHO|
Ngoyan ]]li cim Lorn
svrll: Ns',,.i
lxi M, xuy€n
LdI NHAN
XET CUA CO
QUAN
TTII.J. C TAP
,\xra[[NrEqr
U;.h
/a
/a
/Jolb
MlC
LUC

rmng
PHiN MODAU
1
CHTONC
1. PHUONG PHAP LUAN VA
pHIJoNG
PH?iP NGHIiN
ci u . . . . . . 3
l.r. PHUONG
PnAP LUAN 3
1. r.1. khni
qunr
!a c6ng ly lrich nhiem hnu hin
(TNHH)
mOr thdnh vieD. 3
l.l.l.l.
khdi ni€Dr vi trich nli€,n cua c0ng ty TNFIFI nol thdnh
viCn 3
I.1.1.2.
Quyan
viL Dgti! vu ctid chLl sdhnu c6ng ry 1
1.1.1.3. co cdu
r0 chric
quzh
li c6ng ly. 4
l 1.2. KI6iquiit
va doanh nghiap rl drg nai
L1.2.1. Khiii ni,rn vd doanh nghiqp thuonS nrai 4
L1.2.2. Dic rrung
c,la

dornh
nghi€p throng nai 5
1.1.2.3.
vailro
cia
doanh nghiap thddng nni 5
l l.3.Khlinienrrivilribl1nlirlls 6
1.1.8. l0gidipl6pb6'rhlingd?rdririau.
15
1.2. PfltloNc
PHAP NCHIEN Ci'U .
cHrtoNc
2. PHAN ricH Ho,f'rDaNc DAN rAN;;;;" *-"-
'
cdNG Ty rNHH
-
TM THANTT
Hr6u . 1'1
2.1. KrAr
QUriT
v[ cONG Tv.
. . : r7
2.1.1. Eic diam tinh hinh
hor-l
dang
cLix
cOng
ry. 17
2.l.l.l.
Qu!

rd
hiihrhinbcr:iacingrI 17
cvHD: Nguyin rhi cim Loln
sv rlr Ne ')in rILLM) l\L'rin
avHD Ncuyan
lhicim Lod
svrH: Neuy!tr
rhi Mt xnycn
Ldr c,iM oN
Da hou ddnh
qroc
bai bdo c6o, ngoni nhtng kien thtc .ia duqc hgc 1!r trudnC
cdn c6 sU
gir6?
dd tan linh ln
lhia
nhn
ltudng, sq
chi
bao
cia
qui
1hay
cO t9' trudng
dq' h9c Tri Vinh vA Ban
si6m
.16c, nhAn
vi€n
lai COng ry TNHH
-

TM Thdnh Hi6u
t?i s6 129, Nguy6n Thi Minh Khai, K I 0, P7,
TP
TlA
vinh.
Qua
bdi b6o c6o nay 16i
xin
sti
loi
cdn
tl6n
qut
thdy cO
tdi trudng dai hac TrA
Vinh n6i chulg
va
qui
lnay
c0 ktoa kinh te n6i.ieng.
C6m o su l?n lrnh crla
giiio
riin
hudnC d;n da
gilp
em trong su6l
qud
trinh
Cdm m s{ nliCr rinh
giip

do crla
gidm
d6c
(
on8
D
TNHH
.
TM Thann Hidu
vA lap ihd nhan vien da C6ng ty nhtng ngudi da tao diau ki€n cho ioi
cO co hoi hac
h6i tt nh0ne hod done thuc 16.
Cudi clng la s{ crrn on ddn
eia
dinl da tdo InQi diiu kien cho roi hodn Lhanh
MOt lin nira xin nhan noi t6i ldi cen m chan ihanh, tbng iri
en sau sic, cnng
vOi ldi chnc sfc kioe vd thanh c6ns.
GVHD: Nguyan Tni C{6 Loan svrH: Nsu)ar fti Mt x!y.i
DANH MUc cAc B,{NG,
sO Dd, BriU
DO
Bdng 2.1: Doarh
s6 bdD trong 4 nin
(2006-2009).
Bnng 2.2: Dodnn
thu cna c6ng 1y TNHrr
-
TM Thnnh Hiau.
Bi€u

dd 2.1 : Sii lLrqng bAn cta c6ng ty TNHH
-
TM Thdnh lli6u.
Bidu dd 2.2: Doanh ihu cna
c6ng t
'
TNHH TM ThAih
Hiau.
So dO 2.r.:Co c.:u d chul cOns
ly tNttH TV ftahHiaL.
SsdO2.2:
Quy
rlnn bAn hane
roicdne
q
fNHH tM
lhanh Hil:u.
cvHD: Nsuyan',ni
crm Lod
svrH: Neuy{n Thi
Mt xuyti
cAc Tt/ NG T
\,tfT TAc
.
fNHH: Trrch nhi€n
htu hqn.
TNHH
-
TM: Trroh nhiCm htu hqn
va

fiucas
m4i.
s
f'
la
3
ii
b
F
ovID: N$yln
ftj oib Lh
fHAN NQI DUNC
CtrUONC I. PHI'O'NG
PHAP LUAN VA PHUONGPTIliP
NGHTiN C{|U
1.1. PHUO-r{C PHriP LUaN.
r.l.l. khdi
qtrit
v.c6ngty rrrch
Dhieo Ii hnn
(TN
H H) mol thinh vicn.
1.1.1,1.
khni nion !n nich nlien ciia cong
ty TNHH nqi thlnh !ian.
COng
r) ,;fh nh,e,n hlu l n ,ndr
r d
L
|fl"

Ju-nl 1J1i;p do mot 16
(hnc
h,n ch! :ohi-
(.au,l"r
to,
l- !1' o oiu car.g
J':,
o
hn,-i- t :!l nh.em
v;
cdc khodn
nq vd cnc Dghid !u lii sAn khic cla
doaDh nshiap rong
phan
vi s6 vdn
didu le cna
doanh ngniCp.
(
ht :o huu corJ
r) !6
qryi,
cl Lyi., 1.
'ode
rodn b"
hoJ ,n r
phil \;n
diiu
lC cna c6ng ty cho td chtc
cn nhtu khlc.
Cijng

rt l NHH DOtrhdnh
vien
khdngduft
quyanphil
hinh c6
phi6u.
Cdne tyTNtltl
nor thinh vien co hrcdch
phiip
nhan
kelnnsiy dudc cip
8i6y
chrlng nhin d,ng kt kinh doanh.
1.1.r.2.
Quydr
va nghia vtr- cnx cli sd lriru c6ng ty.
-
Qnyai:
Quyit
dir noidung. snadiii.
bdsdng diao lc c6ngly.
Quy&
dinh cs
cju t6 chtic
qui,d
li cdne 1y, bo nhien.
nian nhien, cdch chtic
c6c
chtcdanhquin ]i cOngly
quy

didr
taidieu 49 cr:i. lLlil .dy.
Qurdtdinh
diau chiDh vijtr diau
le
circdng
ry.
Q.,r;r,-rinh
( c
d-
'n li, r'' 1I I t'ln lo c.o,.l,on5000'decd,rdi
sdn duqcghirongs6
ke todn ciac6re tr.
Quy6t
dinh bdn t.ii sin co
gi:1
lii b;,ng hoilc ldn hon 50% t6ne
gi6
ti lii san
duoc
ghi
trong sO
k€
loln
cira c6ry ly.
'[o
chric
giiinr
siil.lhco
dni !l dinh

gii
ho.I d6ng kinh doanh cna cong ly.
Quy6t
dinh liec st dltng lqi$uAn.
Quy€1
dinh tO chnc |!i
c6ng ty.
C6c
quyan
kh.1c
quy
dnfi lailuit niy
vri
dii
Ie cong ry.
svrH: Nguyn,n!
Mt ruytrl
cvllD, Nenyan rhi ciin
Ldm
Phnig6pv6ndiy dn vn dnnghnn.hudA dlngki.
Tunn thn diau le c6ng ly.
Tu6n thi
quy
ilinh
cua
pl6p
luni va hqp
d6ng irong
liec Inua,
b6n,

va',
cho
vay,thuevn cho thue
giil!
c6Dg ty vd cln sdhiru.
ThtchiCn cnc nghi. vu khac lheo
quydinh
cira lutu nny.
1.1.1.3. co ciu td chric
qunn
lj
cong ty.
lrJ
rhu$ \r
Inu.r nfrlr. \e l.r'h
"r 1.
(r
Jru l; uc
q-:r
l) na, bq crla
cong ty
TNI.llt m6r lbnnh vi€n bdo
gim:
h6i d6ng
qurin
ri !i
giln
d6c(T6.9
girn
d6c) hoic.hrl lich c6ng ll v,l

giin
dic
0
dng
gi:in
d6cl
Quyan
vi, nghia vu cLld h6i da,ng
quin
r,i hoilc chi, rich cong ry.
girn
d6c
I
ldnggiarn do(, cla corg
y
lNl.lln'ir 1."n
\.ir
do Jiir li long
D
quI
dinh cd
cn v,io
quy
dinh cr:ia luit niy vi cac
quy
di.h
phip
luitt khIic c6lien
quan.
1.1.2. Kh6i

q{;1va
dornh ngliep throng m9i.
1.1.2.1. KhIi nig !a dornh nghiap tl,udng miti.
Doanh nghiCp rhBong nai lii t6 chtc kinh t0 hqp
phip
chuyen kinh doanh d€
ki6m ldi lh6ng
qua
hoar d6ng nua bdn hing hoa, hien vat lr€n thi lrudng. N6i cdch
kn6c thidoaDh nshiep thu(nls
nraiohn
rau
thvc
hien mua
b6n hdns ho6.
Nhuviy, c6 tha n6ihoal dongcii doanh nghiCp thuong maili hoat d6ngdich
!u,
lhtng
qux
hodL ddng nul brin tlen lhi rtudg rhi doanh nghi;p thuons
nlai ldm
dlch vu cho ngudi lieu dirng viL nguoi s,in xual vil d6ng thoi diip mg loi ich c'la
chinh minh. Hoal d6dg cnd dornh nghiap lhddng mai kh6ng nhim liLo vi€c mun
.hi,e bA, ch.; Ji noi. ,,r,., J ,
!,u
,lu.
b.
-
\lr nr'rr, rh'i',,ni \or ,lins cur
dornh

nghiep thudng mai chn
yeu
dra rraD
yeu
ceu
06 su than
gia
cia trung
giaD
v;o \,.rc
uro d;i | :nc hoi
cii.
nguor,. r,u:ir vr ngubi r eu.i,ng.1i- rhoa min
svfH: Ns!|t. rriiM9 xuyai
cvHD:Nguy!
lhic Lori
1.1.2,2. D{cftungcn.
doanh nghiep thuorg m?t.
Doanh Dshiep
thudng mai ld doanh
nshiep Iid dich vu cho neuoi mua
va
oguoibjn.rn
phJm
nang hod. d'.1'
ru
I c rrrr'.rmgooddno\nmir.o'liclmg
-
vi dolnh nshi€p
khdng c6 chrc nans sin

xuiit cho ncD cdc doanh nehiep
rlrngmricdd6irrvnJhod
nCl r.\;
rl'.11'Fdr
1o- hoan .hinh. Nd Id
di;n
khacbi€lcobin
gita
doanh
nghiop sin xudi vdidoanh
nghicp thuogmai.
-
I loar d6ng crla doanh
nghiep Lhtrdg n.icing
gi6ng
nhu doanh
nshiep khdc
nd bao
gdm
cdo
qui
lrinh knrh 6, td chtc
ki
thuiit
Nhudg lrong dooh nghiCp
thuddg mai thi nhan
vir trung lAm h khdch hans. Cho
n€n, moi hoat dong cna
dornh n8i,ep .hron8
,rr ,lr- L

p ,,un.
huong
\io
[hd\h
hdnd
,/,
J ;u 1 "n rhuin
loi
d6 tho,i oidmong mu6n.
nhu cau cnd khach hdne.
-
Do dlc dieD kh6ch hdng
ln nhtu vil ftung tam cia doanh
nghiep lbuog
nai. nhu cau cna
khdch hiLne rit
phoDg
ph,:
vi
dd
dane, mqi hoat dong cia doanh
nghiep rhumg mai Id nhdm
thoi Diin nhtr ciu cn! khdch IiDg
cho $n viec
phan
c6ng chuyen
mon hoi Lrong m6i bd dodrh
nghiep ciing nhrr
Sina
cic doanh nshi€p

rhuongmaibihan cha
hdi so vdidoanh nghiep sdn x!61.
-
Do linh dic th,i cia doanh
nsniap thuong mai ld lrung
gian gin
ngtdi san
xudl vdi nsuiri
li€u dirngcho ren
sita
oic
doanh nghiep lhuong rnaisc c6 tinh
cbrl
rFn la
rir
)au Sira
\"r JoJ
,;tiip J.l | ,, h rhJh .an nsdl-
l,nh
tE
kt thuAr. No
di ko niD Unq
.1',i
p.uonc,.oi
.ua uod
J, ns rl rons d-i.
1.1.2.3.
v.ihd cii! doanlt nghieptl,udng
nli
-

Clc doanh nghiep thudng
dai c6 !i lri
quar
t!o!g
g6p phAn
di€u hod cung
oiu
h,ing hoi ftn thltrudng
.
C;c
uu nh ngri;p rl'uo g.nir,.'
rl,.r r:',, r;,
giui':in
\';r
\q
uiu
uu.S
Eijp
coo n8ubi .:n x-;r
-LJ,
rhr,
hr'r hoi. Jrnr bao c.o
q
r r,,nh
\in
$1i nd
cnre nlim dip lng
nhu ciu cLta nsudilieu
dnng.
-

Th6ng
qua hoat d6ng
quing
bi, rr:c idn lhudng
nii cdc doanh nghiep
thuong m?i
gi,lp
cho nh,l sdn xuit khuyach
tlvong san
phin,
khoi dAy nhu ciu
kn6ch
hiLngvAgitp nguditieu dnng bi6td6n
si,n
phinrcnadoanh ngtiepqua d6
svr H
Nsuld. rbi Mt xuyci'
!vHD
Ns!)i'Lrh cim LuJn
cung cbp cdc thOns ti! t4rc liep
va
sin
phdm
cho
nsui'i
ti€u diLog lh6ng
qua
cdc
nhdD viEn b6I hnng,
qua

cdLdlog
1.1.3. Kh6i nien va v! tri bno ling.
1.1.3.1. Khii
niCm
b:in
l,itng.
Theo
quan
dian ci didn. bi,l hlne d(dc dinh nglia dh( sau:
"bln
hdng li horl
dong rhrc bi€d su rao ddi s.ln
phiint
hay dich vu cn. nguoi ban chuyan cho nguoi
Inun J; duo. nhan lJi LU ng(oi mu- ri;n h y
rn
pnin
horc
Bii
.,i rao doi dr rhoa
Nsd)
nal
'u.1,'h t
.nh
,,.
ns,l';
g.ui
(,.F
,o 'nh ng\ !Ji8
8d) 8it

nen crnB
\iac bir .ard I
A1)
Jir;
phur
L
p.
b 'n h-n; r
gJy
1sy <ron8 dd rlLdn Li uuJo
tliiihdns hoa hay dlch !u ni lii
qua
lrinh
gii!
dn lan nhau
gina
ngudi bin vA ngui'i
mua.
\suri
bJn
lilp
dJ rgrdr r rr.
'
"
Juor nhuni lhu 10 .:r . nguol hr ngvdi
mua cnng
eir:p
do ncudibin datdlrqc nnrc rieu, thu
va
lqinhuAn. Cidiquyatdau n

.ho o,
"
.in
xua di) Inr.,l. u.
C
r.o
.rong l,nl, doanh
rx
.in
xuar. do do con8
viec bAn hang
ngdy Dr)' kh6 khtn hon.
Sau day
b n6t
sa
kh6i niem
phd
bian ten
th6gidihiennay:
-
B6n lang
ld nan tring trong knnr doanh, do Id
sd
gnp gO gina
nguiii
nla
vd
nguoibdn o
nhuns
_n,

\". ,'l'1u
g
ur d. i.h ngh,af da cu"r r.,criiunau,ri
gip gd
thdnh conalrongddnr
phfr
vC viec trao d6i sdn
pham.
-
Bdn I.anB li Indr
ph:r'.ur
ri:n .anh rn; dodnh ngniit rhuJar
I'huc
Lndch
hdngmuahingh6a
hay dich !!rciia ho.
-
Bin hing l:
qix
rin, liin , i
vo.
lhd.h h 'ng rii.n nd.B. rii,n hiit nhu
(au
cia k}6ch hang,lrnnr bny
chuc ning
s,in
p
n. diin
ph,n
mur ban,

giao
hang vri
Bdn hang lc :u
!l.Jc
r',
gi.
I
do
lh
i.h
h r'E rh;n cL,,g
cip,
ho lhach hrlg
.bnng lbt niL ho no.e n!6n
1.1.3,2. Vi tri cni b{n hnng,
Qua
rinh
'ru
rhong hing hur
r:,r
4 rhru: mux
\
ln chu)an du vt bJo
quin
bdn rd. I rong dd rnr a
!
ro ld khOi dii 1
\a
bijn i. L kniu
crii,uns

lar
r'r!,
qu.i
trnrh
luu th6ng v,i li khau
quy6r
dinh cic khiiu khic cnd
qud
lrinh lun lh6ng
hlng l,oa Bnn kh;u ni ,lii. .o
.,
rr. i,
c
n rn8 co rndi
t o
i cnal chc
vdl
cvHD N$,yai Thici Loe svrH: Nsur.n rhj Mi x!y0i
nhdu. Ban
hing li kh:iu rrrctiapthuc
hien ka hoach
luu chuyiD
hang h6a crla
doanh
ngbi€p.
1,1.3,3. Vni ird
cia viec bnn l ng.
Brn
hdngc6vailra vO
citnequm rrong rroDskinh

dornh vdxahoi.
-
B6n hdng kl6ng chi ld
![rng hoat dOnE
nhim tho,i hrr nuc
tiOu tru6c n;t,
nn cnn thuc hien
cdc chiin ltuc kinh
doanh crla domh rehiep.
Hoar d6nC
biln hing
khong nhlrng
ginp
khdch
hing thol man nhu
ciu cnr minh nrn
con tiii l.o. khoi
d6y
pldt
trien nhu cau cna khdch
ltng. fhrc hittr
rot khiu bin lxnr8
giip
doanh nghi.3p
c6 duqc uy lin t€n
dritrudng.
'-lrong
nan
kinh re fii lrud.g. muc
tiou crla bar ki

doanh n-qhi€p ndo
dO ld lqi
nhuiln. Nhvng d6i vdi
doarh nghiar rhuong
mi lhi nuc
rieu t dc mfu
d6 ta tin
ch; dnng
tren thi tudng diau
dd cd nghr-a li doaDlr
nshi€p
phii
brn
duqc hdng, bin
cang Dhiau cing t6t {la
qo
!a doanh lhu vd
uy tin cr:i. doanh nghiep
tren thit.dihg.
Ban f-,
!
i rlr
"l.o
l,i.,g , r. -u,
. 'n
ch'rycn
In
r'
\-;r dan noi fBuo,
riaL

ding. Xi h6i Lh6ng
c6 b6n lriiig ltri na!
sin xriir se bi dinh
tre, doanh nghicp
san
xlil n khdng
the Dao ti6u rh!. ngui,i
tieu dine c6 nhu
ciu vi s,in
phdm
se kh6n8
bi; .;J
ru di,. Do ,lo ;u
, ,o,.g .o b.
-
t.d,s
r nen rdn \L.
r
(h;c
.htn .
g"r
nhiau
kh6 khrn, nen kinh
ta so bi suy rhodi
!i khLlng hoins
cung ciu, xr hi,i vi
thd
-
B6n
hing cdn d6.g vril|i

llu rh6.g rian
te tronggtr6ng.riy
ki$ d. Domh
nghiep sin xuil
ru hdnglda hay dichvu,
bdncho nhlns
ngui'i c6 nhu
ciuda thu va
ldi
nhuon. Tienlhu !e rtlort
ddng btnr ling
sotiep ruc dda vno
sin xuir da
fi6p
trc
sinh ldi snu dd
biD hdDg tiip rheo,
cn nhB rh6 viec
brn hanS se
giip
cho
hOre rien
se
qux)
vrrJ
ri I
D
r.puoi Inu.'
r
rs

I
')
LgJU oJ I rOr
t-:
\L rxJ
nsuoi
InLa mol
-
Biln hing
ginp
cho hArr chutAr hlng
h6a tn noi
fila
'fheo
quy
lu6t
cung ciu. nhnng .oi
lhira I rg ha)!
rhi
gla
s€
nsi khdr
hi6rn thi
gii
se cao. Do d6 vicc
Lr.in hing d nhnng
thu va loi nnu4n
cao hon nhi.rg noi
hirg h6a du lhna.
dey

Ju.1h
nghiip.h.ryen

|
-
Lo.
ru.,ni,r
-,
or
rl.u
Cii
\jf
r.o: h:,I1,. I
d1hii,,gmc. rong
kii, J',!
,i
,rtr,l,|
avHD: Nguli, r
rcjn'
Lor
svT|r:Nluyei
nri Mrxuy.r
lrang klan hi€n hnng h6a
se
giin
din cho don khi khdng cdn cinh ndi rhi knan
hi6m ndi thi d! thnr hnng h6a nila. Vi vny
bdn
hdng
d6nC

vai
tro v6 cnng
quan
rAng rong viec can bing .hu .llu xiinii.
-
Biin hdng 'nang
va
lqi hh cho ci Dgudi nra 6n ngudi btin. D6i vdi nsudi
nua lqi ich cna hg la c6 duoc sain
phan.
con d6ildinsdi'i
bin,.ld ld lqi nhuan tn
kinh doanh. Nhd hoat dong bin hing n?i lu6ng ri€n hnns ludn churaD thuons
xuyen
ginangudibdn.
M6ivbng ludn chuyin daulhiirsinh ldiich choca
doi ben.
Hoat dong bdn hing cnn rn.ng lai loi ich cho .hiau $iinh
phin,
thnc
ddy
vd
phdr
r,ian Ljc hrd Jr.6 l-un I'jni . li l, rlrch
\l'o \d hdi
phii.
kiin. mang lJi slt
pl,an
rFirh cl'o
quic

s
r.
nlns
(co
mi. :arg con neuoi. h,d- min moi rhu.au Lho
ril ciL moi Dsuiritroqs
xa
hOi.
r.1.4. YOu clu cnr c6ngviec bin l,,ing.
1.r.4.1. D6i v6i doinh nghiep.
-
PIAi dnm bAo $Oa man cao nhil vi nhu cau biLng h6a cia khdch
bao
gonr
ci
v6 s6 lLrmg, chil lumg, co ciu ch,lng lo!i.
rhqi
sian
ben.
gid
ca. Trong
qud
tdnh
khiich mua hdng
phii
duoc
phuc
vu 16r nhil,
giim
d€n nr'rc rh;p nhil

s6lin kl6ch
-
lhii l.o diau kiOn lhrin loi nhit cho kh,ich
tfong khi nrua hnng da dt ngin
rndiSi.1 tr .d
.i
.i. rhr
'
,.,u,
\u
j,\'-rJr
redida s ho:imJiv-\u.r)
dbil. lrcng
qu:l
rinh barn nlng, miiu dnh vien khong
duqc
gay phian
hd dijildi
khxch. Ihx nn,; runt r c br sl.e \J
chuin b hdrg hoa bdn o. tuyen .ru)en
quing
cAo hin8 h6a, iip dung cdc
phrohg phip
biin
bdng
li€n b0. BO l.i
phdn
c6ng
Lhltigian
b6n

hins
phni
hg1)
li,
phuonsplip
biin hdng
phAithuan
iien
-
PhAi di'n bdo
qrcn
he t6t. lich su
gin.
khich !6i dir hins trona
qud
trinh
mua bdn hine h6a. D,in bio
qnlen
binh iling
gina
noi khdch hdng trong kJri mua
bdn hdnghda, tuyetdoikhong
phan
bjet ddixt
giiJa
nh0dg ngmi nua hang. Ngu{ri
bdn hing
phii
rhuc hi€d dtroc sr lien khiat vdi
Oi siD cia nhd Dudc va that tM

d;ng rhing vOi khiich. Phii
di,r bdo i6l
ya
lhdi dn bin hing,
qu.n
tan, nhier rinb
dan khdch. din8 thdi
phAi
chi
y
ling nehe
i1
kien c,ia khdch vd
luo! c6
i
thfc ts
phe
de nang cao trinh d0 chuyen 'non
phuc
vu t6t cho khdch h,ing vn xiy dune
cta
hingli:nb6-
avHD:Ngtryii rhr cim hi,,
-
Phii dim bdo ndng sui bli| hdns cao.
quan
li r6t ri hiing, LilLi sin cna
doanh nghiep. Vi vay, doi Ini nguiri b6n
hiLng
phni

cd t.inh dd chuy€n n6n nghi€p
vu cao ddbdnhdng khons bl lhna,
thi6u, mit mit, hdhao, L6n rhir. Ng(dibiid hdng
ph:ico
rinhdo di dpdu,'s.dc
J i I lic,'.u.i i rh; u;,' bdo rn toJr ri;n hin8.
tiLi *i., ldnh so hd dan dan thanr O.
ldns
rhi
trong kinh do rb, ddng lblti
ginp
kn[ch h,ng nua hing rhanh.
1.1.1.2. D6i v6i nhAn vi6n bitr hing cin
pl,ii
c6 cic ki trnngsnu.
|
(y
nang
arao
reD.
Ki ndns
s
'u
|
:p l,
-
,
ro
it J.,
,,ong.

!.'n rhia. .ho ng\i ndJ
vr
ei"o
iif ror
"a
rio cho bdn.o
In;,
q ,
lr
rJr \
o, rhx.h h1ng.
poJ
rrii,.
v.
du) rrimoiqudn
l'l
bin\uns\ui
khr t hJig .e
giup
b", co mo.
qucn
hi ror
vdr
Lh;ch hins
+
ei
1r
banc6niam tin noikh6ch h,ing
vn liec
btnr

ha,ng se lrd nen lhuad loihon.
2. Kt nrng dng nghe.
Kj ning
n1) ngl'r,'rdnt ,ng nhu Jm
eiir
nhung la. lr lhinh
pl.an qum
lrong tao nen m6i
quan
he t6l dqp
gina
ngua,i bi!
hma vir khacb hing. Bdi vi dC
biFr
dus. ,nonJ mu. n cL. Lhlch hlng rli rif rrung
rco
n\r'
I
rfL c;u
dd
rl" b4i
pl,Ailc
ngroi l.r's,,s\r'Jili\.1'.'nt,.r,l"rr udob-nrnoi.orhinhinduoc
sr
quan
rim tu klrdch hdng.
3. Dodn duqc nhu ciu ci.khrch
hdn-q.
NEr b,;r Jtrqc
rirn

li
\;
nh
|
.i', .u 1,1 h
.rr8 Ir,
'',
+ ' rh.:8io,
,h,eu
n
.,1,u'g. r,
pha,o.i,'
vu'
h' 1, \;-ac 1. conj
\i.".
c - bln
"c
U,ong droc
"ir
qud.
Vi nau b4n
kh6ng
'dinh
lrLlng" lio lim li cna k-hiich hdDg. Neodi ki ntng
nghe dhtng
y€D
ciu crla khiich hinS bin cir
Dhen
tich
nhnng th6ng lin cna kl).ch

fdns
\dlhrn,lo:n rheo!)i!r n onB Ji hii"duo. rirn li L; ho,ofi;1
\.ns
rrong ngha
niy kh6ng
phu
Ihu6c ldo ocphi'r doiin cna b{n.
4. Xoay chuy€n linh th€.
Tuy nhi€n, neu ban dua !a d0 nghikhing hq!
i
voikh,rch
hing tbi ban kh6ng
nen dnng
ki.
tiap tuo
n6i v; srn
ph,in
di du. n lAL lu! chon cna 'n6l nhan vien
eidi.
Hay
gidi
thi€u nhnng tinh ning
vi
Lhdns tirr co ba,r
ve
siin
phan
cho khdch hitng
nhuns klrdns da c6? d6n
viec

mdi he ki lrdp
daig nua bin, khi ban hoin thinh
ron8phi,lnnf b4
hi) dd
)
l.n rr
pl.
ilhah l:r8 h
ror,h:r.
cvHD, Neuyar rbi ci Lotr svTH:
Ngufi r [] MY xtryetr
5. Gidiihi€u vC san
phim
va,iphong cnch t( tin.
MoI
phong
ciich tq tin lrong
gi.o
tiep se
quy€l
dinh ban thanh c6ng hay khong.
vi
d!. n6u kh6ch hdne cd rhnng c6u hdi nhu sau \an
phin
c0. ban dadg brn c6
gi
vuql
rOi hon so
vdi
sAD

plim
cna ciic hire khdc?". MOt cau ta loi hodn hao l,i
ci. l, 1oi ru rin \:L
-o -ing.
a r d" du. i rng I nh ane
c!" san
pham
h
Jmg vio
nhu
cau
cia
khnch hnngkhi nua
sdn
pham
d6,
-
Lu6n
qui
nfn khich hi,ng.
-
D6i xt vdi khich hiLng nhu vdi nglli iban
r6t nhft cna minh.
-
dne
nshe vd
drAu
hidu rh!
cdu cna kh6ch hAng.
-

Diip irns nhu ciu cna khdch hire.
-
Dinh
giii:dn phi,n
ci"
(ong
D
.lro ding
gi;
rri .hdc duqc
quy
d;:l'1ann
rian.
h,
cho khx.h hxng,h,,),, r', J',v. . LJ
Jii rh;nh rian cud nhing
gi
ho.e
-
|rn cho lhxlh hr_ts.jr,l':i) , La- \oj,'su)Fn
rhung nhu ciu ci" bin
Chi rx nhlng drr r:nh c,l. in
p1:-,
rheo d ]
g y
n u;n,
!a lhii(n hdng.
-
S.n
"dng

cung cip
.rn
thirn
biL cu M. nio khiich h;ng oidon.
-
Mang hi cho kh,ich h,itrg nhiau hon nrtc
ho laodong, dn chi m6l chnt.
-
Thui,ng
xuy€n cAm on khdcb hane mol ciich chan lhinh.
-
Nhic nhd khdch hdn8 vd
gii
tri lh,lnh li€o mi ho da nhan dudc.
-
Tinluyvdi c6ng viec, t6n lro.gngha nghiep.
-
C6
rh€ dam nhi€D [inguoic6vin
chokhich hdns.
-
Co
lhii ldns
ho" f di
\A,,,i
DhonS rir.
yir
rd rnn li ro
-
C6khandrg linh hOicao. ning llclhihiinh16l.

-
Cuxrlkhgo l{o nhungkhons
pholruong,
khigidithieu c6 khaningdandir.
-
Mieurnt6( cnn8kl)achhing luachonvi thuong
rhtc sdn
phim.
-
Ilinh lhanh c6c ti nsii vd trinh tu
ei'j'i
fiieu
qucn
dnng.
\him
di nB
v:o
c:u hoi
\x
duJ ,4. x', r,: lii LU h .u
qL:.
-
Luon theo s{t kh'ioh hins,lich cqc hinhthdnh
eiaodich.
-
C6 kian thtc tiit vi diiu chinh k6l ciu rieu thu vd
nrae lsc diau riat
gi6
cd.
avHD:Nsuyanrhicim Lo svTH Nsuyan Tl1iMtxuyrd

Ngoeira ss
dan md,lnnr lrunglhtrc.
gioi
chnr ilvng cnna h
ydu
gon pnan
oan den su Inrnn conq
1,1.5, Phuorg thi! bin
hi'ng.
-
lhuorg lhnc bu6n bin hiing h6a: Md hOi nghi cug 'lng hang h6a, tim kl6ch
bdn hans. trien
lin hdng l.ih6ichd nua bin hing h6a. bu6n bdn cho cdc xi nghiep
lion ketkinh doanh l.ongvn
ngoiiheth6ng.
-
Phuons
rhuc bdn lc: L
plrrng
rhu. bxn o nB w( ritp cho \hach mua di riiu
dung
rruc
riip b;is
nh,;, h,nl,
,l'ur
ll n ).,u: ocn rhu riin krc r:ip.
rhu
qua
hda
dm bin hdng cO lruyan.

bdn hing ltrphrc vu
1.r.6.
Qry
trinh ki th{it britr
hing.
so J; l.l.
qul
Lin I ki u,uitbrnhi,Lg
rNgu;n
sJorr,'l',.:hi|
v.,l,,lui'hrtuor'Inx, di \ur
TiD hieu nnu cAu cna kn6cl
Cidl
rhiid hing.ho knich
Cinpkl'dch luachor
\A
thn hen!
cio
ih
eu hinAco iir
qutur
Dnn dd nnic nho kbnch m6l
didm cin lm
i
!a hins b6a
cvND
Ncrlin rhiLin' Lorn svrH: Ngulan rhj Mt xuyei
'Quy
triDl bntr
hnns

Quy
trinh kt rluat bdn hdns
ld he rhiSng cic th.o 16c kithunt
vn cnc c6ng vicc
phUc vu c6 li€n hC vdi
nhar
lrong
qui
Lriih ban hdng
vn ddc slp xCp theo mol
lrinh
tu nhil dinhtrons nr6t
lin b.ln hing. HO $5ng
cdcthdo tic nny
gdnttcac6c
v6n
da d khi kn&h hdns
viLo cnd hing dC mua harc d€n
khi kh.ich mua duqc hdns
ra va. Bao
gdn
cdc budc: Ciao
dich. bint hire, ki
thnc.
ll€ th6ng nhnns ilro
Lttc niy cdn
phu
fiuoc
vtlo,
phvong phap

bdn hdns,
hinh
th,tc.
dic didm vn nh
c?iu tieu dnng. dac tinh ci,a
tung lo.i hang h6a vn
phuong
thnc b6n
tu. lam li kltiich hilns.
'
Giio dicl,
v6i kh:icl hnng.
-
Drn Liip h \l,lu
- d, Ik,
,.ep
1 t
8:y
.cr'
rr-
r''i
I l, cr hr rg.
\i
v;J
Va
rh;i da
phr
chu ,lonB. nhjir rirl,
rl'n 'u. .t'nn
Inn

roi Mdcn.
!h,ng
ph:in
biir d6i
xn
gita
nhtng ngi'oi nrua
h,ing. Ve kt $uat
phni
Dh6n
doan lfudc taD li khdch
hirg mol cdch
nh.nh chon-q de c6
phung phip
d6n li€p thich hqD.
Trong kbi
giao
dich vdikhrch
hingphiich!
t
linc
nshc
i
kian crli khiicl, khO!8
nhin di chA khic
klrong td drdidi
thd d, khinh lniel.
-
lrn hiiu nhu
ciu,,ong

quJ
vinh
B.ro
d\1,
l;, ltr
|
r,n hiiu nhu r;L cia
khdchxcm hQ
cin mua hirggi, nrua bao
nhiau, nua dirngviec
ei
de tn d6lAy
hing
gidi
rh,.;u rd .ho
pl'i
h
f.
lho,,8 . r,or.8. o.1
,,1,u -
,,er
dung drc( rli hiin d
nhtng
nh6m knich hdng. Kh{cI
h:ing da c6 chLl dinh mla hdns
tu rdd'c, kl ch dd
cO
chn dinh mua hing
nhung cbn
phan

van suy nshi
din do, kjn chon, kh6ch d€n
quiy
hdng nhung
chua c6 chn di h mua
hing, khdch h 6nB
gin,
ka em,
nam
ei6i,
kb6ngthdnh lhao hllng
h6. fii ta
phiihoi
ki
qing,
cin rhan.
'
Gidi thieu va
h,,ng ltoa !i hudng dan
khich chod h,lng. Da'i hdi ngudi
ben
hdig
phii
c6 kian ftuc
{ng,16.g
hq
p
nhidu Diit
da
gidi

rhieu. Khi
gidi
lhieu ldne
hor
phJ,
18h
8on.
di Lii;,
r,'., i
'hrc.
,n rin8. i.nl, m
-
.l nl' u di
8i,p
khich hiau duqc lu@g
ran hine h6a
va
chon dtidc
hing vta
i.
KIi
Sidi
thicu hijLng
h6a
phaindiId
!tu,
nhuoc diam crlLa hins
ho hing kdn
phAnr
chat

kh6ng duoc ndi
dni
J; bJl cho kJrih Kl-i
sh"
r-icl hn'g ,o kl'd,g,lu
(
c 'o
!,rr.
phi:
brnh rinn.
miic du
gidi
rhiou lau. il,ic bi€L
kh6ng nii ip khiioh. Phli tin
tinh
ginp
kh6ch lua
choi hdng. dn
khich nua loiihins
gi
vi nnR bro ihieu. nhiiu hay it.
Khi dur hang
cvllD: Nsryan rhi ci'i
Lmtr
svrrr:Ns{yiirhiMtxuysi
cho khdch
l(A chon cd nhd, dua
hiLng d$ ai, s6 luqne h bao
nhieu dc trdnh nham
Er.

-
I J loica. .iu
h .n.'hhlcn.,l'1rdopl'jivL:\e.Inn
r'liJo
-
lhrl hang.ho
kh'.h.
r.
kh: .hon
l,r,s \"1J. ru)
rheo
d^( a:im
(i.lrf
loai hing h6a md liin
hiLng throlac lhthinc dd chins
ninh cho khdch hdng dn
d€u
.\uin, rhrL luqns
rd
I.,L
.op
\oi
rou cau
.ud lhrJl': $, rhLi hc.,e cin r\ao
rrc
-
Thulian, h6a don brD
hing.
Yeu ciu: Cdn ct
vio s6 l(mg hdng h6a

khich mua da linh fian cho khech
chinh
xic,neukldch $t
nelivanphiinha nhii,r tinh
laicho khdch
yentAm.
N6u khiich dua di sii
tian
b:in
hin8 thi nhdn lian
cllin, d6n lian li khi nl6n
xong
phii giao
hen
vdi khdch roi m6i cil dai
lio nsin. N6u
plii
ta l4i ticn
lhtm
.td lh-cl' rhiph;i
rltr.
rl'uf,;
phip
cn.,8 d6r' li;-
I'inu riin li r:dn ch;n
Bdn dJoB
q,
- hdd dor
rh
I kiitr r'i .x. hd, don co

sh,
diJ Ju noi dung hoP li
kh6ne vn cnng
thu tien tlco
phuong
ph:rp
lr€n. Khilhu tian bdng sec
ph,iichn
i
lhoi
ban sn
du.B sec,
gi6lri
vn con diu
r€n to scc. s6 di khoin cO
dtng vdi
qia
hdng
kh6o8. Tlru iian bing
ngod le cin chn
i lhdt
hien licn
thit,
8in
vn ntun bit tt
gi:t
h6i d6i cna
rnng ngoai te.
-
Chuin

bida
giro
hingrD!'!
lioh6a don bdn hdng chuin bi
diy dn chinh xiic
hdngdegiao,
tddc khiBiao hdng
phdi
bro
g6ihiingcan
th6n
vn deP.
-
Giao hdng:
lhri
gi.o
hdng cho kh6ch
bing hai l.y
(d6ivdi
ntl
hnng rdmg
Jii lm \i nrng). rl'unJ
no,.h,,ng l:.
pl.ai
du'
F.,
s
I"r try de
\:o
do dune

cur
kJrich
(nau
hiing nh6
g9n).
Tlyft d6i
kha,ng
quay. quil. vril
hing
ttudc mil khdch
ken
quiy
hay diy hdns
v€phi. khdch. Khigiao hring
phAiluive,lich
sq. tdi cin
sn
khnch da
ginp
ta hoin
lhinh nhie'n !u.
C;1rhu
i
kn,.ndurg. b.u
I
r1h nS hoi di kcoda'r',i
rlo. G,oi.hidu rhirn
hing cd Ii6n
qudn
da khicd nhu cau khich

hing c6 th6 mua then
Khdch nua xong
chu. c6 ngudi Dua
ri,:p rhi ri thu don noi onng
l:lc, sip x6p l4i hdne lda
vio vi tri,
lau chniquAy ti,
h,ing cho khdibuichuin
bid6n lii:p m6l luql khich
ndi
avllD:Nsuyenrhl cin
Lmtr
svrirr Nsuyar
rx! Mt xuy6n
1.1,7. Cnc dlch
y+
trongcong iic bnn [nng,
DAy clng B cong
cu
quan
lnng d€ tnng loi lhe canh tranh cna cOng ly. Dich
vt biin hing duqc
thrc hi€n
t6t
se Dm liDg ldi ich nhen dddc .nd khnch hnng vn
lim tdDg su
hni ldng. N6 li c6trg cu dic lrc lrong viCc l?o ra sU khac bier cbo sin
rl.in
Ddi
\d'i nl.unr*,n'

r';,'
.i,-1.1. |,;ns
_op
\i
ki rhun.
r;
kirn ra
\a
n6
Inrls rirl-, \ir cr b,!,. Jo vr) nJ !-n
phr
!o c1c dicn
\u
khrch n:ng. bao
B6m:
-Thdisian
giao
l dg:Cic sin
phim
dl. c6ngtyphaidim bao
giao
hdng dtng
rhdi hen
quy
dinh ci,d khdch hing uong h9p ding. Giao hiLng dnng thoi han dAm
bi:ochiphjlh6p.
g6p phAn
ldmgiinr
gii
lh.nnr, raing ldinhuiin cho c6ngly.

Ngoairacong ty cdn
phdiquan
tanr
dan.ec v6r
de
khnc v€ dich vu cna khrich
.
Mua b,io hiem cho lhich hing
.
SLlachnavnbio hdnhsdr
phim
.
Nrcrn m otnn Ky
.
Chuyan
Ciao
ktlhuatstdung
.
Dichvqvan chuyan,
-
D,ct
\u
Lu
\ung
.e,
t
l
, Jd, !o.,g .i. nuab-n hrnghoa: Cidpchu)in
hing ra
ga,

xc cld hdng
!a
nhi cho khdch
kldch
sc thanh todn cuOc
phi
cho
qta
h"og. r; cln. rheu. knjc. :n ho
v-o
hlrg Lun
f.:r
lj niirn. ung
ph;m.
Hrdng d;n
ll-,i
\ Lh"o l;p.
'i.
.hj. Ju,
gl,n
| |
j
,g ,r-y Inor horc
(d
,h;
d;n rin nh;
g.rlp
lddch da ho
gnihdDg
dixa.

-
PhucvubOsung
!e
sinh
ho vn lrnh6a taicriahing:T6 chtc ndi
giit
xe, do
nu!, vali,lLisnch cbng k€nh cho khdch hdrtg. 86 tli
ghe
ngoi nehichan cho kn6ch.
D6 ri horn
rhu.
bdu
,hirp. .6ng
h; r'eo
,'rJng ,a.
hong b;n h.ing T6 .hnc noi
Bni
fian fiap kiQm. noi bin ling
in
diam
tim
giii
thil, c6 ndi vc sinh c6ng c6n8, c6
phong
rruc chu)an r; loi .a .ir l.di ci" lh 1, ha,s
\a
h",.g co b;x.
r,r@e
rhu!

-
crc Jnh \',.hrr 5oL
( !_
i.11. lry r, co.x. no .o rha ipduoBc"cdi!ll
ro khic nhau nhu: tu vAD khiich hine, bio hinh, lap dil, bio duong. sna chta,
vAn
chuydn. d6ng
g6i
hdng h6a
avllD:Nguyanrlrj canr Loin svrH:
Nsuy6 rhi Mt xurh
1.1.8.10 giAi phdp
bntr hing
drt chi liou,
l. Lapdrl8 chi ti6u
bdnhidgda dat
duqc doanh s6 cao
-
Chitieumdddi.
-
Chitiau duy lri kharch hhDg.
-
Chi
tieu lilng nhan hnng
b6! ra.
-
Chi ti€u lhln viang
khech h,ing.
-
Chi ii€u thinh

c6ng don hang.
,
chideu doanh
thu bdn hi.g.
2. Chiachi li€n
cho tnng khdchhens.
-
Xen xet
kha ndrg bdn hang
cna tnng khdch h,iLng.
-
Xap loaidoanh
sO b6n hdngcn. tihgkhiichhing.
,
X6c dinh tan
s0
ghd
thin khroh
hdng.
'xdc
dinh kenh bdnhilnghi€u qui.
-
Xiic dinh lichlrinhlha,n ghithlb.
3. Tip trung
bdn hdng viro diu vdsiiiathlng.
-
Khong
chay chi tiCu vio
cu6irhdne.
'

Chia
chi leu vd rap bin h,ing
ldo 2 luin
gina
1h6ng.
-
Chiem dungtien
vd kho chfa hing
cno kl6ch hdng hu6c
d6ithj.
4. Tlng
cuorg hinh inh tmg
bdy tiidiain bin-
-
Dinh
nghia teu chuan trung
bd hieu
que.
-Lap
kahoichsridung vil
dungqudngcro
dung cdch.
-Nang
caohinhinh
"Dsui'ibin
hinglhim
tangt.ididn
bd!".
5.I an liLh r Inh
ghi

rhlm
\d
bJn
hdrg rruo! ngr) vd
rrrdc
gia'
d;i r\i.
-
X6c dinh
gid
vn ngay
ehithirn
cLta d6ithn.
-L€n
lich
8h€
thrn vAL 6y doD
hdngtrudc d6ittrn.
-
Kh6ng tao cd hoicho
d6itht btnhing.
cvHD. NsurinlhicrhLo4
svrH: Nguy€tr rhi
Mt xuy.n
6. Thudng xuren rhco d6i vd
ddnh
lno
ke hd cna d6irhn.
-
Thu thii! rh6na rin cnc ke rrn va

sdn
phdm,
m6i
quan
hC v,i khuy6n mai
cna
d6irhn.
-
X6c dinh didm
y6u
cna d6i rhti da dn cong.
7. Li€n
q'c
nd khdch hrlng ddi. thrdns xuyen duy
lri
khrich
hang cn.
-
Len kd ho?ch md md,j kh,ch h?tng hai ngiy vi, n6i tuin.
-
TAp trune md kh6ch hing md{ vio cu6i rhing.
-
Tim hieu kt khdch hdng li€'n nlng.
-
Tang dich v!' khrch hiLng lii chtun s6c khnch lDns
de lieD kot cdc khdch hdng
8. TiDg tile thdnh c6ng lriy doi hilng vi ting
gi,i
rrimiidor hdns.
-

Tingril€ thdnh c6ng l,iy don hdngtheo
licl trinhgh6thim.
-
Tdne
giii
tri cho m6i don hdng vi n6i khich hing li
l0% cho m6i li" mua
9.'Ihuong xuy€n horch dinh
phuons phdp
l6D chiam thiphin.
-
Khdo s:it cdc Lhi trtrltns ndi,
kenh mdi vd kh6ch hing md'i nd.
-
Xac dinh
phumB
Jn r:n LorS: l;y rhinh rh, r;-,ore
ndDg lhdn liy ndn8
10. Neng cao ki ning
giio
ti6p vi n.ng ldc bzln hans.
'
N:oB cao ra
phons
bxn l. ,;
|
tr
.
-
,u

'ng
liu
riin
ror
-
| rn cl,o llr.h l,ans,,ho
dan bad Jiu .ii., kh:co nhu c.u Inuo lare
-
Taptungvnoquyan loi cho khich hiins, khong
€p trune
vdo
lqinhuan
-
KtJyan kh ch rhr 1 F.
'
t'
b
'r
!i: Lo !o h9i
Bi;i
rdd lo l-n8 cho
(hach
-
K6t ihnc
bing
crch
gi,:p
khichhAng
qut6tdirh
mua hiLng nhanh

-
Iao dane co mux hroe bin8 c.lcl ra. ,d h1,n Inuun vo
.o hng cho lhdch
avHD Neu)li rhiLim Lod,
svrl l: Neuy6 ni M9 xuyen
I.2. PIITIONG
PHAP NGHITN CUU.
-
Phumg
ph6p
thu
thip s6liCu:
Bing viec ftu th6!
c6c sii lieu
tht cdp it
phdng
k6 b6n
cna cong ty TNHH-
TM
ftadr Hi6u
ad clc th6ng 1in khdc
tt sdch, bdo, intefrel
?hlmg
pbrp khio s6t lhuc
t6-
'
Xn li s,i
lieu: da tdi s! dung
phumg ph6p todg hqp va
phan

tich, t6ng
hqP
cdc s6 I€u thong
tin tn d6 dua .a cdc
pban
fich
avHD. Nsuyar
rhi cim Lsn
svrH: Nglytu
rti M9 xut€n
CI'UONG 2. PHAN TiCH HOATDqNG
BAN HANC CUA
CONG TY TNHH
_TM
THANH
HIfU
2.l.KH,{I
euATvi
cONc rY.
2.1.t.
D4c.tian lirh ttirh ho{t.long ciin c6nstr.
2.1.1.1,
Qun
trinI hinh
thirnh cn! c6ngty.
COng 1r TNHH
'lM
lhdhui6u rdn6r doanh
nshieptunhan dusc lbanh lep
'heo'u

van
hanh.ia ncn kinh re,hdi. Hr-rdvn rrc4 cochi
rhiruimg.
Euqc $nnh lAp ngnl 26105/2006.
sii 48003
T€n tit:THANH Hi6u
lindi)
d! cong$ INHH ,M ll A\llill*U
Dia chir 129 Nguyan rhi Minh Khai,
K I 0, P7, TPTV. rinh Tri vinh.
Dt:074864218
Fax:074846515
Eodil:
Trcnsltiiigian
hoqt dong bangirn di;c vi toan
bO nhdn viOn trong cdng ly dn
lhnne ngung no luc dua conr r) Jing vdrd
\r
fhcl
lriin lm8 buoc tl-co krl, \r
bian dong cna lhi lrudng vi xd hoi.
2.1.1.2. Chth nlng v,i nhien
y!
cta cong ty.
C6ng L)' TNIIIj
TM Thdnh riiau h nor dm vikinh
doanh
vdic6c
chtc ning
'

Chuy€n nua bin cic lorixe
nr6r do Honda ny nhiCm.
-
Cung.iip cic
Dhs
Dng sdn
pham
xe ndychinh htng
cna Honda.
-
C6c cOng ty thuo.g nai c6 vi rd quan
lrang
gdp phdn
diau hoi
cung cdu
hdng
ho6 hen thirruing
dL
Ldng
y
r-uonc
mai la chia! c.lu.6i
einJ.,ln
xur' \J
,iFu
d!ng.
giip
cho
nsririsin
xuAt

phan ph6i
hAIg hod, di,m bio cho
qud
trnnr sdn xudt, n6 cnng nhin
dapnngnhu
ciu cna nsuoiti€u dirng.
'
Th6ng
qua
hoal d6ng
quing
bi, xric tian $umg nai
cdc doanh nghiep,
cong 1y thuong mai
girip
cho trha
san xuAt kluyech tuong s,in
!haD,
khoi day nhu
cvHD: N$yan rhi ciLn Lom
svrH: Nguyai rhi
Mt xuy€n