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TRƯỜNG ĐẠI HỌC THƯƠNG MẠI KHOA TIẾNG ANH o0o BÁO CÁO THỰC TẬP TỔNG HỢP ĐƠN VỊ THỰC TẬP CÔNG TY TNHH TAME VIỆT NAM Họ và tên Lớp K55N1 Mã sinh viên 19D170 HÀ NỘI – 2023 ACKNOWLEDGMENT In order to upgra.
TRƯỜNG ĐẠI HỌC THƯƠNG MẠI KHOA TIẾNG ANH o0o BÁO CÁO THỰC TẬP TỔNG HỢP ĐƠN VỊ THỰC TẬP: CÔNG TY TNHH TAME VIỆT NAM Họ tên: Lớp: K55N1 Mã sinh viên: 19D170 HÀ NỘI – 2023 ACKNOWLEDGMENT In order to upgrade the quality of theoretical teaching associated with real work, Thuong Mai University has created this opportunity for seniors to practice at agencies and companies This is a whale of a time for students I have the chance to practice with reality, apply the knowledge I have learned, and this experience will be a memorable milestone for my future occupation I would like to express gratitude to Thuong Mai University and all of the members of the faculty of English , my lecturer and my instructor for their support I also thank my parents for their relentless encouragement, support and attention I am also grateful to my partner who supported me through this adventure During the period, I received plenty of advice, guidance and help from the members of sales department and TAME Vietnam Company Limited I want to sincerely thank to the board of directors and staff for helping me during my internship at the company Although the period of internship is not too long, but I have gained many useful and valuable experiences In the process of completing this report, I have received a great deal of help and guideline of the respected people First of all, I would like to thank my lecturer for this subject, Ms Do Bich Dao for her valuable guidance and advice She has given me some clear explanations about the internship when I sent her some questions via Zalo Her willingness motivates me to buckle down for my internship Moreover, I specially want to thank two great supervisors Ms Nguyen Thi My Ngoc and Ms Tran Thi Thuy, who directly trained me through this internship period with friendliness and enthusiasm Furthermore, I have special thanks to my teammates including Hoang Thi Thanh Hanh, Le Thuc Xuan, Nguyen Thi Lam Hoa and Le Thi Thoa Son who helped and gave me suggestion to cope with difficulties during the internship TABLE OF CONTENTS I INTRODUCTION ABOUT COMPANY 1.1 General information about TAME Group 1.1.1 History of establishment .4 1.1.2 Background 1.1.3 Features 1.2 General information about sales department .6 II INTERNSHIP DESCRIPTION 2.1 Specific tasks 2.2 Problems and lessons .10 2.2.1 Problems 10 2.2.2 Lessons .11 III ACTUAL SITUATION OF USING ENGLISH AT THE INTERNSHIP UNIT 12 3.1 Description of actual situation of using English at the internship unit .12 3.2 Recommendations to improve English 13 3.2.1 Recommendations to the department head 13 3.2.2 Recommendations to my university 13 IV PROPOSE THESIS TOPIC DIRECTION 14 V CONCLUSION 15 VI REFERENCE 16 I INTRODUCTION ABOUT COMPANY 1.1 General information about TAME Group 1.1.1 History of establishment TA Holdings is a multi-industry corporation in the field of manufacturing and retailing health care products and services to improve the standard of Vietnamese living After being established in 2010 with its long-term vision, TA Holdings focuses on investment & development with three key strategic brands: TAME, TAHOMES ,TASA… TAME Vietnam Company Limited (TAME) where I have just been engaged in for my internship is a subsidiarie of TA Holdings Group It was established with the goal of development to help Vietnamese become healthier and more beautiful with products: melasma, stomach, exclusive cosmetics Mama Beauty, With the motto "We work for your smile", they always try their best to improve the working condition, technology and process to maximize productivity, provide high quality products on global standard, bring great value to their customers and members of TAME Vietnam Company Limited as well Picture 1: Logo of TAME GROUP ( Origin: https://tamegroup.vn/#) 1.1.2 Background - Official name: TAME VIETNAM COMPANY LIMITED ( TAME) - Bussiness code: 0107334189 - Hotline: 02477711888/18000083 - Administration tax agency : Nam Tu Liem District Tax Department - Operation start date : 25/02/2016 - Official address : Hanoi: L2-7, 70 Luu Huu Phuoc Lane, Cau Dien Ward , Nam Tu Liem District, Hanoi 2nd Floor, No.8 Pham Hung Street, Me Tri Ward, Tu Liem District, Hanoi HCM City: 361 Pham Van Bach, Ward 15, Tan Binh District, HCM City - Representative: Tran Van Tuan - Official Website: https://tamegroup.vn/ 1.1.3 Features *Busssiness area : Cosmestics and health care products - Natame melasma treatment product has been honored by VTV2 as an effective treatment for melasma - KYS lipstick is available on major e-commerce platforms: Lazada, Shopee, Voso,Taobao, Amazon and agents nationwide - Vichi acne products, chocolate masks, are all very popular in the market * Vision: To become a leading corporation in the fields of health care and distribution of medicine products and dietary supplement * Mission: Apply remedies and technology to create products and health care services to help improve Vietnamese health * Core values: Dedicated to customers Decisively exceed the target Love and support colleagues Learning and creating new solutions Discipline is power *Mottos: “Come to us to become a good consultant with excellent mind and vision We just need you to be enthusiastic and confident enough to speak up clearly and ready to roll up your sleeves We appreciate creativity, enthusiasm as well as differences in personality As a consequence, as a member of TA Holdings, you would make a successful mark and milestone in all the industries Besides, the challenges at work is the passion, joy and cohesion of the members of the TA Holding family Every day at work will be a joyful day, a great motivation to contribute and the reward is the results made by yourself TA Holdings can turn work into your love and passion.” "I can't, you can't, but we can.” 1.2 General information about sales department The department where I have just been engaged in is the sales for the international markets I have worked as a salesman for four weeks here.The sales department is one of the most substantial parts of the company because it interacts directly with foreign customers In terms of facilities: Sales department is located on the second floor of the building Large, airy 80 m2 space with creative modern space design provides their employees with an ideal working condition It is divided into major areas: working area for employees , manager’s room and meeting room In addition, there is an area for drinking water and snacks, and a toilet for employees at the end of the office The office is designed open space with glass windows to make the office always full of natural sunlight It is also installed with standard lighting systems, modern youthful computer systems, desks and chairs, and trees decorated in every corner of the office in combination with air conditioner systems in order to ensure employees to work in the best condition In terms of organizational structure: It has 30 official staff including manager, deputy, 15 staff of English, staff of Chinese, staff of French, staff of Thai, staff of Russian, and interns including Hanh, Xuan, Son, Hoa and me Specific duties of the department include: reply the messages, make phone calls for consultation, make a customer list for the logistics department, solve problems arising in the purchase and delivery of goods for foreign customers, report on the events after each working day to the department head In addition, they also propaganda about the company's potential, strengths and investment environment for customers in order to attract them to the company Furthermore, the department of sales also actively participates in corporate inner activities of the company Previously, the sales department only consisted of divisions: English and Chinese However, in the trend of increasing demand of customers from many different countries and the dedicated efforts of the whole sales staff, the management board decided to expand the scope of bussiness areas coming from some other potential markets, so they opened another language divisions: Thai, French and Russian In terms of achievements: The sales department was publicly rewarded gold medals for the company's the most excellent group in 2020 and 2022, a silver medal in 2018 for outstanding contributions to the increase in customer base and revenue of the company The number of salesmen have also been awarded many certificates of merit and the title of "progressive workers" to honor their efforts and achievements in serving customers and innovating idea II INTERNSHIP DESCRIPTION 2.1 Specific tasks Time Tasks Period 1: After having passed the interview on 28th December in 2022, I was Attend a assigned a job in the sales department in TAME Vietnam Company short Limited It means period of my internship was from 02th January to training 10th February in 2023 I worked as a full-time trainee in this course department The official time start at o’clock in the morning and end (1 week) at o’clock in the afternoon including an hour for lunch break and rest before continuing working in the afternoon Officially, employees at TAME work six days per week After I was trained about policy of the company, I consciously abide by labor regulation As student with a little knowledge, practical skills and experience, I had to attend a short training course within week to adopt and perform the work as a salesman The major instructor for interns is the deputy head of the this department named Nguyen Thi My Ngoc, 32 years old She used half a day to teach us the consulting skills and knowledge of a salesman She reminded us: "The salesman at this transaction office is the person who meets and interacts directly with customers We are the face of the company As a result, we must have not only deep knowledge of the products, good proficiency of foreign languages but also special soft skills when working with all types of customers." After that, I was assigned many duties to support official staff and apprentice during my internship, such as: Learn the information about the company's products such as prices, models, sizes, and instruction that salesman would provides to customers Observe other salesmen to obtain experience and how to communicate with purchasers Read the text messages that have been successfully transacted before Document the actual process and the remaining steps as well as the basic mistakes that need to be seriously considered when dealing with customers Read and translate documents on different types of products Sort and categorize products Copy, print, fax documents and scan signatures to a computer During my working time, I myself spent a great amount of time learning from official salesmen to draw and memorize transactions in my own way I also read some documents of related products on the company's website In order to complete the tasks better, it is of great value for me to ask for the help from professional salesmen at office At first, I was afraid and did not have the courage to ask for the guide and issues relating to sales activities and products of the company However, all the salesman at the transaction office were really the salt of the earth Their detailed and enthusiastic explanation as well as their friendliness helped me a lot during the internship In addition, it also took me my spare time to review the knowledge relating to dealing with customers and read some books on sales after coming back home After a week, I could deal with customers, reply the messages, call for consulting, guide them to fill out forms or some related documents and answer customer’s inquiries like an official employee Period 2: After I had attained a basic knowledge of the work of a salesman, I Practice began to practice the job seriously Usually, my job includes answering the job phone calls, replying the messages, translating documents, and receiving (3 weeks) guests Firstly, my duty is to reply to the phone calls of international customers on the daily basis This is the most challenging job for me because it requires good flexibility, communication skills and foreign language skills Because most of the customers come from foreign markets, for that reason, when I faced a real situation, I completely perceive the importance of learning a foreign language well My task is to listen to customers attentively and patiently, grasp the main idea, take notes, and provide solutions to the problems that they came up against in the given respond form of company In some cases, the customers have strange accents, even not good English, I usually sent a sample form to them via email and asked them to fill in their information then sent it back to us for processing If they did not agree or they were in an emergency, I would call in the official staff in the office to assist me Secondly, I was responsible for replying to customers' messages via the company's official fanpage It was not as difficult as answering phone calls I often had to answer a series of questions from many customers about the company's products in a short period of time This required me to have good 10-finger typing skills, and comprehend the company's response form to give accurate and fast answers Sometimes, there was a structure or vocabulary I didnot know, I had to look it up in online dictionaries immediately I have struggled with a wide range of cases If customers required the consultation for a new product, I would give them some informative recommendations on what kinds of products are appropriate for customers s' needs and finances In case, customers requested an exchange or return goods, I would explain the policies and procedures and then gave the most necessary instructions to fullfil their demands Thirdly, sometimes I also accompanied some official staff in the office to have a direct conversation with consumers I always adhered to the basic diplomatic principles and receive useful support from experienced staff Finally, after finishing the discussion with the customer, I would fill out a list and update the information in the company's system for changes of goods New information would be sent to the logistics department to handle it for the next stage In addition, I would send a report on the daily work to the manager at the end of the day When performing the assigned work, I always paid a great deal of attention to observing and learning how to communicate with customers, and adopt the working style of official employees in the office like when in Rome, as the Romans do, thereby drawing experience for myself 10 2.2 Problems and lessons 2.2.1 Problems I came up against plenty of adversities in order to complete the internship successfully: Firstly, due to the shortage of practical knowledge, I encountered some embarrassing obstacles during the internship: I did not know how to use common office machines such as printers, copiers, fax machines I had to go online to find instructions for use on my own This made me very shy with the official staff and other interns and wasted a large amount of my time Secondly, I had difficulty intergrating with everyone in the company since I was so a reticent and timid girl to break the ice I was afraid of speaking up, asked questions or even expressed my opinions When talking to customers, I lacked confidence and sometimes I spoke English with many hiccups Thirdly, I must mention the matter of the lack of spoken English When I listened to customers in English, I paid a great deal of my attention to grasp their information However, I still got into the trouble like they spoke too fast as well as strange accents, especially when they used a plethora of phrasal verbs and slangs which made me puzzled Since English I study at school is academic English, I oftens misinterpreted the meaning of their sentences which made the mistakes For instance: When customer complains of being “ripped off ” I was confused when I didnot comprehend what it meant since the meaning of word “rip” I only know is “to pull apart; to tear or be torn violently and quickly” and “to remove something quickly, without being careful”, I reckoned why they were talking like that After that, I required them to give me an clear explannation immediately, then they interpreted our price was too high As a result, they expressed their deep dissatifaction with our service especially when they were depressed by the price and I didnot even realize what they were talking about Fourthly, the occupation that I took up is relatively strange and different from what I had studied in my university Salesman is just a truly seller while my major is commercial English, consequently, my knowledge of business is only the tip of the iceberg Being a salesman means I was always under the pressure of targets which were daily, weekly, and monthly of not only my own but also of my group, my branch, and the whole company In addition, a seller, specially a sales service seller, is required 11 the clever and delicate communication skills These problems made me realize that I couldnot obtain these skills and deal with all of these things just by my knowledge at school In summary, a lot of trouble stemmed from my incompetence There were many things in work, study and the obsession of completing the internship report that made me always exhausted and wanted to drop out of this work from the first day of the internship Nonetheless, I still believe that it is the first step that is troublesome and mistakes are inevitable for any trainee, which build up my betterment 2.2.2 Lessons During my internship, I have drawn numerous lessons for myself Firstly, it is self-improvement when being involved in a new environment As the knowledge that I have attained in the educational institutions is not enough to use in the real working environment, I had to find more information about sales and read various economic books to complete my shortcomings Besides, I took advantage of my spare time to practice at home to improve my communication skills, then apply them to my work, get experience, and re-practice until they become better Problems that I could find a solution by searching on the Internet should be prioritized first to avoid disturbing others Sometimes I had better ask for help from my colleagues and supervisors when I was not experienced in the business The supervisor's enthusiastic guidance and the encouragement of colleagues have helped me a lot overcome the difficulties relating to the work Secondly, the more experience I made, the better I am When I had a chance to experience real situations, and apply my knowledge and techniques to sales, I learned from experience and defects to improve my skills for work and promote work quality I have gotten used to working under pressure and making plans to complete assigned tasks on schedule Moreover, I have promoted ability and responsibility, and had a serious attitude to work I could better time management, keep discipline in work, and work without ceasing during working time Furthermore, I recognized that experience is an excellent teacher and a good start is a halfway of success Also always keep in my mind “Never give up” and “Practice makes perfect” when facing the music Last but not least, it is to always stay calm in all circumstances At first, i dealt with transaction activities with customers in person, I was embarrassed and uncomfortable 12 when talking to the customers At that time, I lacked confidence as well as full preparations before, I could not make an arrangement for what l wanted to say and paused a lot This made the customers so confused and burned out that some of them got angry They shouted at me and requested to meet my manager I hit the panic button and did not know what to Until the official staff in my office poured oil on troubled waters by using her communication skills and experience to make the customers comprehend and sympathize with me She made an attempt to identify the cause of the problem, understand the customer's demands, and find a solution to solve them one by one This is a valuable experience for me because I had a chance to observe and learn how to solve problems, how to persuade customers,etc…from her After all, I not only broadened my horizon but also increased my calmness III Actual situation of using English at the internship unit 3.1 Description of actual situation of using English at the internship unit Our occupation have to work with customers from every corner of the world As a result, it is obvious that we often use English during our working hours To begin with the recruitment stage, they have high requirements of the profiency of foreign language of each candidate When working here, we have the opportunity to apply all four skills of listening, speaking, reading and writing to tackle the issues After having worked in English for a long time, the majority of staff in this sales department have remarkable foreign language skills On the other hand, their English is good at business English, when it comes to other topics such as art, music, sports they sometimes still encounter a certain confusion 3.2 Recommendations to improve English 3.2.1 Recommendations to the head of the sale department Through working with this sales department for four weeks, I have some strong recommendations to management board: Take into account the monthly performance of each individual in order to recognize typical individuals and give appropriate rewards to employees who have excellent records.They have better have a reasonable remuneration policy for the highly educated workforce to retain them Need to distribute the daily work rationally for each individual, the agency should create conditions for employees to attend long-term and short-term 13 professional courses to further improve the professional skills that back up them to work more effectively Organize regular English contests and have valuable prizes for the winners Moreover, they ought to organize tours to some renowned tourist destinations in foreign countries to stimulate employees to learn English more Willing to increase salary for those who have English certificates with high scores such as IELTS, TOEIC, in order to assist them recognize the benefits of mastering English well 3.2.2 Recommendations to my university It is of significance to supplement subjects that are linked with the profession that students have chosen, so that when they graduate, students will not be surprised between theory and reality Besides, always create favorable conditions and incentives for all students to study Facilitate the process of further learning for students and creating extra courses for students to analyze and behave in all situations Computer literacy and the prociency of foreign languages are the two golden keys of all industries The university should make more additional courses in computer literacy and foreign languages skills for students It is of importance to focus on and supplement practical soft skills that are supportive of their future profession The teacher should use more visual aids and pictures: To teach students better, teachers should use numerous visual aids that are effective to grasp their students’ attention The visual aids also assist students to memorise new words clearly and directly which the teacher does not need to explain or translate into Vietnamese much The school should organize many talk shows with the recruiters of businesses to catch up with their updated recruitment requirements and give useful advice to students IV PROPOSE THESIS TOPIC DIRECTION I want to choose the following research directions: Language skills problems (listening, speaking, reading, writing, presenting, communicating, interpreting, translating, drafting business correspondence) 14 V CONCLUSION The internship was a golden chance for me to interact with English, specially commercial English in sales It provided me an intensive understanding and practical experience about the process of sales with foreign customers During the internship, I expanded a multitude of new knowledge, skills and worked with experienced salesmen who were my instructors Thanks to the internship, I could find out my strengths and weaknesses relating to English and sales, which helped me identify what knowledge, skills and techniques that I need to enhance in the future In addition, the internship provided me plenty of new insight and motivation to adapt work environment and feel more confident for the future job in economy field After the four weeks for internship, I complete my internship successfully with the devoted help and wholehearted guidance of my supervisors at the department of sales and TAME Group Once again, I would like to thank to the Thuong Mai University and TAME Group, supervisors and lecturers Thank you very much! 15 VI REFERENCE General information of TAME Group: https://tamegroup.vn/ ; https://vieclam24h.vn/danh-sach-tin-tuyen-dung-cong-ty-tnhh-dong-y-tamentd4019704p1.html 16