Plan of improve communication skill: (in sale department of Vietcombank):

Communication Tools of a Professional Salesperson
This module covers several communication skills that are not specifically addressed in the Customer Sales Map: 1) investigating; 2) listening actively; 3) paraphrasing; 4) observing nonverbal behaviors; and 5) using silence effectively. Many salespeople have never learned these skills in either their academic or professional work. The module emphasizes that effective selling is built on positive communication in which neither party is rushing to a conclusion or tuning out. The module identifies the most important areas to investigate in selling financial services including the timing of the decision, the volume of business, the decision-making process, the customer’s attitude toward the financial institution, and the customer’s risk tolerance or need for safety. The section on active listening skills focuses on avoiding distractions and withholding judgment during the investigation process. paraphrasing is the art of acknowledging what prospects have said by repeating ideas back to them without adding judgment or information. The ideas for effective nonverbal communication include effective eye contact, use of documents and papers during the sales process, and gestures to avoid because they convey negative meaning (e.g., doodling = boredom, rubbing back of neck = irritation). Ideas are presented on how to use silence effectively to advance the prospecting call. The module concludes with ideas and exercises on how to close the prospecting phase by obtaining a commitment to continue from a qualified prospect.

Source: http://www.tmctraining.com/html/selling_skills_for_bank_enviro.html

Figure 3-30. Strengths and Weaknesses of the Banking
Sector in Vietnam

[pic]

[pic]

Information and communication is still a huge challenge for