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Card 1
Student A : You attend a conference on online sales. Make a conversation to share information
with your colleague about the conference.
Tine

8.50 – 11.00

Venue

Conference Room 1

Keynote speaker
Company
First part
Second part
Audience
Conclusion
Interesting idea
Gift

(1)

CBS limited
(2)

Challenges in online selling
(3)

More investment in online advertisement
(4)

A book “ How to master at the art of seeling”

Student B : You attend a conference on online sales. Make a conversation to share information
with your colleague about the conference.
Tine

8.50 – 11.00

Venue

Conference Room 1

Keynote speaker

Mr. Peter – Sales Manager

Company
First part
Second part
Audience
Conclusion
Interesting idea
Gift

(1)

New oppoturnities for online selling
(2)

Sales people in Hanoi

(3)

Selling on facebook
(4)


CARD 1 - ĐA
Student A :

Hi. It nice to meet you.

Student B :

Nice to meet you, too.

Student A :

Did you attend the conference on online sale ?

Student B :

Yes, It was great.

Student A :

Can you share some information about conference ?

Student B :

Yes, Of couse.

Student A :

Who was keynote speaker at the conference ?

Student B :

It was Mr.Peter a sales manager

Student A :

What was the first part of the conference ?

Student B :

It was about new oppoturnities for online selling.

Student A :

Who were the audience of the conference ?

Student B :

They are sales people in Hanoi.

Student A :

Did you hear anything interesting from the talk ?
Or Did the conference how any interesting idea ?

Student B :

Yes, It was about “ Selling on facebook”.

Student A :

Thank you.

Student B :

No thing, But I don’t remember some information, Can you ask some question
about conference ?

Student A :

Yes.

Student B :

Which company does the keynote speaker work for ?

Student A :

He work for CBS limited.

Student B :

What was the conclusion of the conference ?

Student A :

It was about more investment in online advertisement.

Student B :

Which gift did you get at the end of conference ?

Student A :

I got a book “ How to master at the art of seeling”.

Student B :

Oh, I have get some information about conference for you. Thank you very
much.

Student A :

No think, I also thank for your help. Goodbye

Student B :

Goodbye

Card 2
Student A: You are going to apply for jobs in PFT group. Make a conversation to share the
information with your partner about FPT’ corporate culture.
Name

FPT

Slogan

Energizing Life

Mission

(1)

Vission

“ Supply green energy aimd to the Nation endurance”

Core value

F: (2)
P: prompt service beyound transparency and full responsibility
T: technology innovation to support society

Cultural expenssion

(3)


recognition
Tranditional days

-

Community day – March 13th
FPT’s anniversary – (4)

Name

FPT

Slogan

(1)

Mission

To contribute to address the soci-economic issues

Vission

(2)

Core value

F: fulfill to safety and environment
P: prompt service beyound transparency and full responsibility
T: (3)

Cultural expenssion

The confidence of clients and of the community

recognition

Tranditional days

-

Community day – (4)
FPT’s anniversary – 22nd December

CARD 2 -ĐA
Student A:

Hi B, How are you?

Student B:

Hi A. I am going to prepare for job interview with PFT group.

Student A:

I will have an interview in FPT, too. I don’t have much information about its


corporare culture. Can you share some information about it with me?
Student B:

Yes, I’m glad to share with you.

Student A:

What’s its mission?

Student B:

Its mission is to contribute to address the soci-economic issues.

Student A:

I known that FPT is the three letters that have their own meaning. Can you
explain the meaning of letter “F” for me?

Student B:

It mean :fulfill to safety and environment”

Student A:

What is FPT’s cultural express?

Student B:

It is the confidence of clients and of the community.

Student A:

What day is FPT’s anniversary?

Student B:

It is 22nd December.

Student A:

Thank you.

Student B:

No thing. I just told you the informations I know about it, you can share me
the informations you know

Student A:

Yes, of couse.

Student B:

Do you know what the company’s slogan is?

Student A:

It is “Energizing Life”

Student B:

And what’s its vission?

Student A:

The company’s vission is “ Supply green energy aimd to the Nation
endurance”

Student B:

What does the letter “T” mean?

Student A:

It mean “technology innovation to support society”.

Student B:

Whan is FPT’s community day?

Student A:

It on 13th March

Student B:

Thank you very much for sharing. I hope we can meet in PFT

Student A:

That OK. Good luck. Goodbye

Student B:

Goodbye


CARD 3
Student A: You are an entrepreneur from American. Your company is giong to expand

business to Asian and Western coutries. Make a convertation with officer of the Internation
Culture centre( Student B) to understand more about corporate culture in these two religion.
Western people

Asian people

Punctuality

(1)

Commonly arrive at least 5 minutes
late for the meeting and derise to
spend another 5 or 10 minutes to
warm up to the other through nonbusiness conversation.

Relationships

(2)

Giving
instructions

(3)……………………………………………………………………….

Asking questions

(4)
“Yes” mean there is an
agreement between people or a
commitment to do somrthing.

(5)………………………………….

Meaning of Yes
Student B: You are an officer of the Internation Culture centre. Your custormer(student A)
want to know more about the corporate culture in Asian and Western coutries. Make a
convertation to share the information with him /her.
Western people

Asian people

Punctuality

Always try to arrive at the
appointed time and start
meetings with not much
delay.

Commonly arrive at least 5
minutes late for the meeting
and derise to spend another 5
or 10 minutes to warm up to
the other through nonbusiness conversation.

Relationships

Prefer professional
Desire to from close
relationship with colleague at relationship with everyone at

work.

work.

Try to give their instruction
and comments to other
directly and clearly.

Often suggest their ideas and

Asking questions

Employees are expected to
make clear and even
challenging question to their
employees.

Employees are often afraid of
asking their employees clear
and challenging question.

Meaning of Yes

“Yes” mean there is an
agreement between people or
a commitment to do
something.

“Yes” is used to make sure

that they are listening to what
is being said

Giving instructions

instruction directly.

CARD 3 - ĐA
Student B:

Hello, How can I help you?

Student A:

Hello, I am an entrepreneur from American and my company is giong to
expand business to Asian and Western coutries, Can you give me some
informtion these two religion.

Student B:

Yes, Of couse.

Student A:

What about punctualityin western?

Student B:

They always try to arrive at the appointed time and start meetings with not
much delay.

Student A:

What do people in these coutries think about relationship at work?

Student B:

While Western people belive that prefer professional relationship with
colleague at work, Asian people desire to from close relationship with
everyone at work.

Student A:

And how do they give instructions to other people?

Student B:

Western people try to give their instruction and comments to other directly
and clearly. However Asian people often suggest their ideas and
instruction directly.

Student A:

How do they ask question to other people?

Student B:

In the Western, employees are expected to make clear and even challenging
question to their employees. And employees are often afraid of asking their

employees clear and challenging question in the Asian.
Student A:

What about the meaning of Yes. Western people often use the word “ Yes” to
mean there is an agreement between people or a commitment to do something.
So how do Asian people consider the word “ Yes”?

Student B:

They understand “Yes” is used to make sure that they are listening to what is
being said.

Student A:

Thank you for your hepl. Goodbye.

Student B:

Nothing. Thanks for using. You can call whenever if you need to add the help.
Goodbye.

CARD 4
Customer service officer

Customer

Greet and offer help

Greet and ask hin/her to fix your TV

Ask the type of TV

Respond (32-inch LCD)

Ask about the problem

Respond ( bad picture quality and unwanted
noise)

Ask when he/she bought the TV

Respond ( last year)

Ask to see the warranty card

Show the warranty card

Apologize and say that the warranty expired
3 months ago

Respond and ask for advice

Give solution (pay for the repair)

Ask about the cost

Respond ( 2,000,000 VND)

Agree and ask the time you can have it back

Respond ( two hours)

Say thanks

CARD 4 - ĐA
Officer:

Hello, I’m customer service officer. How can I help you?

Customer: Hello, I’d like to fix my TV.
Officer:

What type is it ?

Customer: It is 32-inch LCD.
Officer:

What problem are you having with it ?

Customer: The picture quallity is really bad and unwanted noise is coming out of it.
Officer:

When did you buy it ?

Customer: I bought it last year.
Officer:

Excuse me. Can I see your warranty card ?

Customer: Yes. Here is it.
Officer:

I’m afraid that the warranty expired 3 months ago.

Customer: I’m so sorry. I can believe it. I didn’t realize that my the warranty expired. What
should I do now ?
Officer:

Don’t worry. You are going to have to pay for the repair.

Customer: How much is it going to cost ?
Officer:

I can fix it very low cost for you about 2,000,000 VND.

Customer: That fine. When I have my TV back ? I need it to see my favorite film in the
night.
Officer:

Ok. I will repaire it about two hours.

Customer: Great. Thanks you. I will wait here.


CARD 5
Student A ( Manager)
Greet . Ask to talk about the recent
negative review.

Student B ( Service office)
Greet. Agree. Give some details (bad
service & unhelpful staff).
1st step: consider responsed (innore
impolite comments and reviews from
requent complainer).

Ask for B’opinion on how to deal with
those negative reviews.

2nd step: research problam ( talk coworkers to understand the real
problem of complaints. Ask for
suggestions.

Agree. Ask for the next step show
sympathy (understand the reason why
they posited and customer’s feeling).

Agree. Ask if you should talk privately
to some reviews to give solution to
their concerns.

Agree suggest. Next step: reply publicly
(post a public: message to aknowledge
their concerns and outline some actions
takens.

Get the idea.

Agree remind B to be polite
professtional and learn from the
problem.

Agree. Say thank for the suggestion.


CARD 5 - ĐA
Manager:

Hello, Take a sit please.

Officer:

Yes, Sir.

Manager:

I need to takl to you about the recent negative reviews, we got from some
customers.

Officer:

Right. Sir, Some customers said that our service was bad, our staff were
unhelpful.

Manager:

What do you think to deal with those negative reviews?

Officer:

I think, there are 2 steps to deal with. The first step is to consider whether
responces are worth replying or not we can ignore impolite comments and
reviews from frequent complainers. What should we do next?

Manager:

In my opinion, the next step is showing sympathy. We should understand the
reason why customer posted negative comments and their feeling.

Officer:

Yes, I agree. Then we should talk to them privately to some reviews to give
solution to their concerns.

Manager:

Ah, I see, For the next step, we can reply publicly so that other reviews can
see that we are responible. For examble, we can post a public message to
acknowledge their concerns and outline some actions talken.

Officer:

That’s right. I got the idea.

Manager:

And finally, remember to be polite, professinal tp customers and we can learn
from the problem.

Officer:

I see. Thank you for your suggestions.


CARD 6
ZPD’s purchasing officer

CBS’s salesperson

Greet and identify yourself.

Greet and identify yourself.

Ask for 25% discount.

Reject because you will not make a profit,
offer 15%.

Accept 15% if he/she provides a different
product color.

Ask for a longer dilivery period because of a
different color needs more time to produce

Say you need the delivery before July( your
top selling month).

Offer to make half shipment in July and the

rest in the beginning in August.

Agree and ask for 30 days of credit.

Refuse because you need the cash earlier to
pay for materials

Offer 20% cash payment in advance.

Agree

Sum up terms you have.

Say you and partner have reached a deal.

End the conversation and say goodbye.

Say goodbye.

CARD 6 ĐA
Purchasing:

Good morning, I am purchasing officer from ZPD company.Nice to meet you

Salesperson
:

Nice to meet you, too. I’m CBS’s salesperson

Purchasing:

Today, I want to discuss with you about the price. I’d like $20 a unit.

Salesperson

I’m sorry but we could not agree to that because we can’t make to profit with


:

that price.Would you consider $15 per unit?

Purchasing:

I think, we can talk about later. How do you feel about offering us a different
product color.

Salesperson
:

So, the dilivery period will be longer because of the different color needs
more time to produce.

Purchasing:

I would like the delivery before July, because it is our top selling month.

Salesperson
:

I’m afraid your the order is too large to deliver before July So it is possible
for us to make half shipment in July and the rest in the beginning in August.

Purchasing:
Salesperson
:
Purchasing:

No, I can’t accept the higher price, I am looking at quotations from three
other suppliers.

Salesperson
:

OK, we’re sure we can find a solution to your problem a shorter payment
term. I agree the same price but you have to give 30 days instead of 3 days.

Purchasing:

Yes, I agree with you that, but could I have the price of $20 per unit.

Salesperson
:

Yes, That fine. I think we reach a deal. Thank you very much for your
bussiness.

Purchasing:

Thank you very much for offering your product. Goodbye.

Salesperson
:

Goodbye.

CARD 7
Customer

Teller

Greet and ask to apply for a credit card.

Ask about his/her age

Respond (25 years old)

Ask which credit card interests him/her

Respond ( a Master card)

Ask if he /she is working

Say yes

Ask how long he/ she has been in that job

Respond (3 years)

Ask about his/her monthly income by tranfer

Respond (VND 12,000,000 a month)

Ask about his/her current housing

Respond (rent an apartment)

Ask how much the monthly payment


Respond (VND 2,000,000)

Ask about his/her credit faclities

Respond ( No)

Ask about his/her other cresit cards

Respond (No)

Say that you’re going to check his/her credit
score

Ask why

Respond (to determine his/her reliability to
pay back)

Say that you understand

Inform the result (high score) and offer low
interest rate

Say thanks

Ask him/her fill in and sign the application
form

Agree amd ask when the card id ready

Anwer ( a few days by post)

Say goodbye

Say goodbye and hope that he/ she will be
happy with the service

CARD 7 - ĐA
Customer: Goodmorning.
Teller:

Goodmorning. How can I help you?


Customer: I’d like to apply for a credit card.
Teller:

How old are you?

Customer: I’m 25 years old.

Teller:

Would you like which credit card?

Customer: Yes, I would like a Master card.
Teller:

Do you have a job now?

Customer: Yes. I work in ABC company about 3 years.
Teller:

What is your monthly income by tranfer?

Customer: I earn VND 12,000,000 a month.
Teller:

Do you own a house or an apartment?

Customer: I rent an apartment.
Teller:

What is the monthly do you payment?

Customer: I pay VND 2,000,000
Teller:

Have you any other credit facilities?

Customer: No, I haven’t

Teller:

Do you have any other credit card?

Customer: No, I don’t have any other credit card
Teller:

Great. I am going to to check your credit score.

Customer: Oh. Why do you would like to check my credit score?
Teller:

It is to determine your ability to pay the debit back.

Customer: Yes. I know.
Teller:

Here is you’re the result. Credit score is hight. So we will offer you a low
intersest rate for your credit.

Customer: Sure. That great. Thank you very much.
Teller:

Now, Could you fill in and sign the application form?

Customer: Yes. When can I get the card?
Teller:

I will send it to you a few days by post.

Customer: That great. Thank you very much.
Teller:

Thank you for your using. We hope you will be happy with our service.

Customer: Sure. I will


CARD 9
Studen A: You have one billion from lottery. You mêt a finacial consultant ( Student B) and ask
how to invest that money appropriately.
Student B: You are a financial consultant. You give a client ( Student A) advice on how to
invest his/her money.
Student A

Student B

Greet and identify yourself

Greet, identify yourself and offer help

Say you have one billion VND and how
to invest it appropriately

Suggest four investment options ( stock, bond,
mutual fund, real estate)

Ask about current real estate market

-

Disagree – buy house in suburb

State the situation: increasing demand
higher prices
Say: one billion VND is not enough to
invest

Explain: difficul to sell house in suburb
time/ get money back

long

Suggest: invest in stocks
Say: risky to invest in stocks
Ask about the reason
Ask about stocks to buy

Give reason: stock market/remain positive
risky

Suggest: buy blue-chip stocks of high reputation
companies
Give reason: get stable or rising dividends

Say you will consider and contact B
latter

not

Agree. Say thank


Say thank and goodbye

Say goodbye

CARD 9 - ĐA
Student A:

Goodmorning, I’m A.

Student B:

Goodmorning,My name is B. I am a financial consultant. How can I help you?

Student A:

I have one billion VND. I don’t know invest it appropriately. Can you give
some advice.

Student B:

Yes, of couse. At the moment, there are four investment options such as:
stock, bond, mutual fund, real estate. Which would you prefer?

Student A:

How is the current real estate market going?

Student B:

The increase lead to higher prices. However one billion VND is enough invest
real estate.

Student A:

I’m not sure. I can still buy a house in the suburb with that money.

Student B:

I know, but the house in the suburb is difficulcto sell. So you will take a long
time to get money back. Why don’t you invest socks?

Student A:

In my oppinion, invest in stock is very risky.Why would you advice do that?

Student B:

From my poin inview, stock market is remain positive in the coming time. So
it is not risky.


Student A:

What stock should I buy?

Student B:

How about buying blue-chip stocks of high reputation companies.If you buy
this stocks, you will get stable or rising dividends.

Student A:

Oh right. I will consider carefully and contact you latter.

Student B:

That Ok. Thank you very much for your using our service.

Student A:

Tahnk you very much for your help. Goodbye

Student B:

Goodbbye anf see you again.

CARD 10
Student A:You want to apply for a job but you have no idea about necessary documents your
application.
Student B: You have a lot of experiencein job hunting. Give A advice on job application
package.
Student A
Greet
-

Student B
Greet

Say your intention and
problem
Ask for the suggestion

Ask about needed document

Say the importance of job documents to get job: affect
employer’s hiring decision in first glance
-

1st important: CV


-

Say you have no relevent
experience. Ask for suggestions

Reasons: almost employers choose to read first;
show her/his skill, qualifications, work
experience

Suggest: write life experiences, interests => link
his/her skills/ abilities

Agree. Ask what else to prepare

-

Respond: Cover letter

Ask if it’s used to explain how
you’re qualified for job position

-

Agree.
Give another suggestion: academic results,
relevant degrees and certificates. Reason: prove
listed qualification in CV

Say that’s a lot. You need to work
hard to get job

-

Agree.
Say you’re willing to help in need

Say thank and goodbye

Say goodbye

CARD 10 - ĐA
Student A:

Good morning

Student B:

Good morning

Student A:

I want to apply for a job but Idon’t have no idea about necessary documents
your application. Can you give me some advice.


Student B:

I think the job documents is very important. Because they will affect
employer’s hiring decision in first glance.

Student A:

What documents do I need?

Student B:

From my experience the most important documents for job in the CV, because
almost employers choose to read first. Moreover the CV will have show your
skills, qualifications, work experience that relevant to the job. You should
apply they before.

Student A:

However, I have no relevent experience to the job. Can you give some
suggestions?

Student B:

Why don’t you write life experiencesand your interests. They can link your
skills and abilities to the job you are apply before.

Student A:

You are right. What else documents do I need to prepare?

Student B:

You not only prepared CV, but you also need to prepare cover letter.

Student A:

Can I use a CL to explain how you’re qualified for job position?

Student B:

Exaxtly. Should do that. Moreover, you should give your academic results,
your relevant degrees and certificates. Because they willl prove listed
qualification in your CV.

Student A:

That’s a lot of thing I need to do. I think I need to work hard to get job

Student B:

That the fact try the best. Why you repair the documents if you have any

problem. Please contact me, I am willing to hepl you in need

Student A:

Thank you very much for your help. T will contact you for the help.

Student B:

Good luck and googbye.


CARD 11
Student A

Student B

Greet

Greet & ák about the interview

Respond: Worry. Not answer difficult
question well

Ask what the interview asked

Respond: strengths and weaknesses

Ask how A answered

Respond:

Give advice:

-

-

Strengths: hardworking and
trusworthy; abilitu to work with
number and under pressured
environment.
Weaknesses: be perfectionist

Agree
Ask for the way you should talk about
weakness
Agree
Say you will apply it in the next interview
Say goodbye

-

Strengths: add some skills: computer
skills, etc.

Respond: say real weaknesses but not the
keys for an accountant, and give solutions.
Give example: over-friendly
Say good luck and goodbye.