Cam Nang Thi Tuyen - Phong Van Vao Viettel 2013 Version 1.0S

5/19/2018 Cam Nang Thi Tuyen - Phong Van Vao Viettel 2013 Version 1.0S

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CCMMNNAANNGGTTHHIITTUUYYNNPPHHNNGGVVNNVVOOVVIIEETTTTEELL

Tp on Vin thng Qun i

Viettel TelecomSlogan:Hy ni theo cch ca bn

I. THNG TIN CHUNG

Tp on Vin thng Qun i (Viettel) c thnh lp theo quyt nh2097/2009/Q-TTg ca Th tng Chnh ph k vo ngy 14/12/2009, l doanhnghip kinh t quc phng 100% vn nh nc vi s vn iu l 50.000 t ng,c t cch php nhn, c con du, biu tng v iu l t chc ring.

M hnh t chc:

Tng Gim c

M HNH TNG CNG TY VIN THNG QUN I

Ph Tng Gim c Ph Tng Gim c Ph Tng Gim c Ph Tng Gim c Ph Tng Gim c

KHI C QUAN TNGCNG TY

KHI N VS NGHIP

KHI N V HOCH TONPH THUC

KHI N V HOCH TONC LP

- Vn phng TCT

- Phng Chnh Tr

- Phng T chc Laong

- Phng Ti chnh

- Phng K Hoch

- Phng Kinh doanh

- Phng K thut

- Phng u t Pht trin

- Phng Xy dng CSHT

- Ban Chnh sch BCVT

- Ban Thanh tra

- Phng C in

- Ban D n TNN

- VP i din & Khu Vc

Trung tm o to Viettel

CLB Bng Th Cng

64 Chi nhnh VT Tnh/Tp

Cng ty Vin thng Viettel

Cng ty Truyn dn Viettel

Cng ty Thu cc v

Dch v Viettel

Trung tm Cng ngh

Trung tm u t Ti chnh

Trung tm Truyn thngViettel

Trung tm u t v Xydng

Cng ty TM & XNK Viettel

Cng ty Bu chnh Viettel

Cng ty T vn Thit k

Viettel

Cng ty Cng trnh Viettel

Cng ty C phn u tQuc t Viettel


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CM NANG THI TUYN PHNG VN VO VIETTEL PHT HNH DUY NHT TI WWW.GIANGBLOG.COM

www.giangblog.com - Copyright by Nguyen Le Giang (Mail:[email protected]) 2

Tn gi: Tng Cng ty Vin Thng Qun i (Viettel)

Tr s chnh:S 1, Giang Vn Minh, Kim M, Ba nh, H Ni

Website:www.viettel.com.vn

C quan sng lp: B quc phng

Ch tch HTV: ng Hong Anh Xun

Tnh n ht 31/12/2012, Viettel hin c:

S cn b: 25.000 ngi

Doanh thu: 141 nghn t ng

Li nhun: 27.500 t ng

Np Ngn sch Nh nc: 11.400 t ng

Cun Cm nang ny c cu hi thi km p n, ni dung phn thi vit, ni dung

phng vncacc V trti Viettel nhsau:

A. Nhn vin K ton Chuyn vin ti chnh

B. Nhn vin Kinh doanh/ Pht trin th trng

C. Nhn vin C in

D. Nhn vin IT, Nhn vin Qun tr h thng

E. Nhn vin Thit b u cui

F. K s in t vin thng

G. Nhn vin k thut

H. K s xy dng, Cng nhn xy lp

PHNGTHC CHM IM NG VIN

im Vng 1Thi vit (100 ): Kt cu thi nh bng di

TT Ni dung SL cu hi imThi gian

(Pht)

Phn I Ch s thng minh

1 IQ v Tnh ton 20 cu trc nghim 10 30

Phn II Chuyn mn nghip v

2 Tin hc vn phng 30 cu trc nghim 15 15

3Hiu bit chung v Kinh t,Vn ho, X hi, Viettel

30 cu trc nghim 15 15

4 Kin thc chuyn mnTu tng chc danh

(T A n J nh trn)60 90
http://www.giangblog.com/http://www.giangblog.com/mailto:[email protected]:[email protected]:[email protected]://www.viettel.com.vn/http://www.viettel.com.vn/http://www.viettel.com.vn/http://www.viettel.com.vn/mailto:[email protected]://www.giangblog.com/


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TTChuyn

mn

Cu hi

Kin thc chungCu tr li

pn

tr sau y trong hotng PR ca mtdoanh nghip, tuynhin c mt vai tr lcha chnh xc?

B. Tham gia cc s kin do doanh nghip t chc. chunh hng chung.

C. Pht ngn vin khi hp bo, phng vn nhm chelp nhng khuyt im d dng hn.

D. Tham gia cc hot ng quan trng, gip cngchng hiu r v doanh nghip hn.

Phn 4: Cu hi thinghip v cho tng v tr

A.V tr Nhn vin K ton Chuyn vin ti chnh

M t cng vic

Nhn vin K ton

- Xy dng cc quy nh v ti chnh - k ton ph hp vi c im hotng ca cng ty;

-

Lp cc bo co hng thng, qu, nm theo quy nh ca Cng ty v Tpon;

- Hch ton k ton cc nghip v kinh t pht sinh theo ch , chun mc kton v hng dn ca Cng ty;

Chuyn vin ti chnh

- Tham gia trc tip cc d n u t mi, c bit cc giao dch M&A

- Phn tch nh gi cc c hi u t qua nhng phng php nh gi cngty v phng php nh gi hiu qu u t ph bin, c bit xy dng vqun l financial model

- Xy dng chinlc thuxp vn cho cc d n u t

- i kho st thc t cc c hi u t qua nhng diligence projects

- nh gi hiu qu u t cc d n cng ty

Ni dung thi

-

Thi IQ: Hiu bit chung v Viettel, Hiu bit chung v kinh t, x hi, IQ
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- Thi nghip v:Kin thc kh rng, c nhiu , lin quan ti chnh, k ton,nh khon, kin thc chung v k tonc th nh sau:

Kin thc chung v k ton: Cc ti khon, nh khon, nguyn tchch ton k ton, thu, ch k ton hin hnh

Kin thc chung v ti chnh: Bng bo co ti chnh (Ni dung, cim, c my loi BCTC), Li sut, Dng tin, Lm pht, T gi

Ngn hng cu hi thi

TTChuyn

mn

Cu hi

NV K ton - CV Ti chnhCu tr li

pn

1u tquc t

Bn c 10.000 USD gi ngn

hng trong thi gian lin tc vili sut 20%/nm, gc li trcui k. Bn cn phi gi vithi gian bao lu lc rt c stin 17.280 USD

A. 1 nmB. 2 nmC. 3 nmD. 4 nm

C

2u tquc t

Hin ti A v B c mc lngnh nhau, tc tng lng caA l 10%/nm, ca B l15%/nm. Hi sau 2 nm lng

ca B gp bao nhiu ln lngca A

A. 1,25 lnB. 1,20 lnC. 1,155 ln

D. 1,093 ln

D

3u tquc t

Doanh thu nm 2007 ca Cngty A l 30 t ng, nm 2008 l42 t ng. Hi doanh thu caCng ty A nm 2008 tng baonhiu phn trm so vi nm2007

A. 40%B. 140%C. 28,6%D. 71,3%

A

4u tquc t

Mt d n khi tnh ton c gitr hin ti rng (NPV) th phi

A. Khu hao trn mt khong thi giandi hn

B. Chit khu cc li sut thp hn

C. Loi tr hay bc b d n

D. Tip tc u t vo d n

C

5u t

quc t

Pht biu no sau y ng vi

mt d n c NPV dng

A. T sut hon vn ni b IRR vt quachi ph vn

B. Chp nhn d n

B


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TTChuyn

mn

Cu hi


pn

C. Li sut chit khu vt qu chi phvn

D. Ch s tin li ngang bng nhau

6u tquc t

Gi tr hin ti ca chui chi trdi y l bao nhiu bit rngli sut chit khu l 8%/nm;1.000 USD vo cui nm thnht; 2.000 USD vo cui nmth hai v 3.000 USD vo cuinm th ba.

A. 5022,11 USDB. 5097,57 USDC. 6210,45 USDD. 6321,36 USD

A

7u tquc t

Mt khon n vi s thay imc li sut theo t l tng1,4% hng thng s c mc t l

phn trm hng nm l baonhiu?

A. 10,20%B. 15%C. 15,84%D. 18,16%

D

8u t

quc t

Bn s tch ly c bao nhiucho mt ti khon vi s vn

ban u l 100 USD vi li suthng qu l 10%, li kp trong 3nm?

A. 150,35 USDB. 254,36 USD

C. 313,84 USDD. 350,12 USD

C

9u tquc t

ng A c mt khon tin 150triu ng, ng u t s tinny mua mt mnh t vi dkin 1 nm sau bn c 170triu ng. Vi li sut chitkhu 12%/nm, hi ng A c

nn u t vo mnh t nykhng?

A. CB. KhngC. C th c, c th khngD. Khng p n no trn ng

A

10u tquc t

ng A c mt khon tin 150triu ng, ng u t s tinny mua mt mnh t vi dkin 1 nm sau bn c 160triu ng. Vi li sut chitkhu 11%/nm, hi ng A cnn u t vo mnh t nykhng?

A. C

B. Khng

C. C th c, c th khng

D. Khng p n no trn ng

B


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TTChuyn

mn

Cu hi


pn

11u tquc t

ng B d nh mua mt cn h,

cn h ny d tnh sau 2 nmbn c 500 triu ng. Vi lisut chit khu 10%, hi ng Bnn mua cn h ny vi gi baonhiu?

A. 350 triu ngB. 385,57 triu ngC. 413,22 triu ngD. 454,55 triu ng

C

12u tquc t

ng B d nh mua mt cn h,cn h ny d tnh sau 2 nm

bn c 500 triu ng. Vi lisut chit khu 12%, hi ng B

nn mua cn h ny vi gi baonhiu?

A. 330,26 triu ngB. 398,6 triu ngC. 347,22 triu ng

D. 416,67 triu ng

B

13u tquc t

ng C d nh mua mt mnht vi gi 400 triu ng, sau 2nm bn c 484 triu ng.Hi vi mc li sut chit khu

bao nhiu th ng C c th muamnh t ny

A. 10%B. 10,5%C. 11%D. 11,5%

A

14u tquc t

ng C d nh mua mt mnht vi gi 400 triu ng, sau 2nm bn c 492,84 triung. Hi vi mc li sut chitkhu bao nhiu th ng C c thmua mnh t ny

A. 10%B. 10,5%C. 11%D. 11,5%

C

15u tquc t

Viettel d nh vay 500 triuUSD trong 2 nm mua cng

ngh mi. Ngn hng A cho vaytheo phng thc tr c gc vli cui k vi s tin l 616.05triu USD. Ngn hng B chovay theo phng thc tr gp 2ln gia k v cui k, mi ln288 triu USD. Viettel nn chnvay ngn hng no?

A. Ngn hng AB. Ngn hng B

C. Ngn hng A hay B u nh nhau

D. Khng c cn c chn ngn hngno

B


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TTChuyn

mn

Cu hi


pn

16u tquc t

Viettel d nh vay 500 triu

USD trong 2 nm mua cngngh mi. Ngn hng A cho vaytheo phng thc tr c gc vli cui k vi s tin l 594,05triu USD. Ngn hng B chovay theo phng thc tr gp 2ln gia k v cui k, mi ln288 triu USD. Viettel nn chnvay ngn hng no?

A. Ngn hng A

B. Ngn hng B

C. Ngn hng A hay B u nh nhau

D. Khng c cn c chn ngn hngno

A

17K tontichnh

Trn bng cn i k ton caCng ty A nm 2008 cc s liunh sau: Ti sn ngn hn 50 tng, n phi tr 45 t ng,vn ch s hu 30 t ng. Hytnh gi tr ti sn di hn caCng ty A?

A. 35 t ngB. 25 t ngC. 65 t ngD. 45 t ng

B

18 K tontichnh

Tng ti sn ca doanh nghipc xc nh bng?

A. Ti sn di hn + Ti sn ngn hn

B. Ngun vn kinh doanh

C. Ngun vn ch s hu -N phi tr

D. Ngun vn kinh doanh + N phi tr

A

19K tontichnh

Tng ngun vn ca doanhnghip c xc nh bng?

A. N phi tr + Vn ch s hu

B. Ngun vn kinh doanh

C. Ngun vn kinh doanh + N phi tr

D. Vn ch s hu -N phi tr

A

20K tontichnh

Cc ch tiu phn tch tnh hnhti chnh ca doanh nghip ctrnh by trn?

A. Bng cn i k ton

B. Bo co kt qu kinh doanh

C. Thuyt minh bo co ti chnh

D. Bo co lu chuyn tin t

C

21K tonti

chnh

S liu trn bng cn i k

ton mang tnh?

A. Thi im

B. Thik

C. C A v B

A


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TTChuyn

mn

Cu hi


pn

D. Khng c trng hp no trn

22K tontichnh

S liu trn bo co kt qukinh doanh mang tnh ?

A. Thi im

B. Thi k

C. C A v B

D. Khng c trng hp no trn

B

23

K ton

tichnh

H thng bo co ti chnh trong

doanh nghip bao gm?

A. Bng cn i k ton

B. Bo co kt qu kinh doanh

C. Thuyt minh bo co ti chnh

D. Bo co lu chuyn tin t

E. C 4 loi bo co trn

E

24K tontichnh

Mnh gi c phn l ?

A. Gi tr danh ngha ca mt c phn

B. Gi bn ca mt c phn

C. Gi bn ca mt c phiu

D. Cc cu trn u sai

A

25K tontichnh

Khi pht hnh c phn, chnhlch gia mnh gi v gi phthnh c k ton hch tonvo?

A. Chi ph ti chnh

B. Doanh thu hot ng ti chnh

C. Ngun vn ch s hu

D. Cc cu trn u sai

C

26K tonti

chnh

Hnh thc no sau y cho phpngi s dng "tiu tin trc,

tr tin sau"

A. Thanh ton bng th ghi n

B. Thanh ton bng th tn dng

C. Thanh ton bng sec doanh nghipD. Thanh ton bng sec du lch

B

27K tontichnh

Hot ng thanh ton bng thlm cho?

A. T l nm gi tin mt tng ln

B. T l nm gi tin mt gim

C. Tc lu thng tin t tng ln

D. C B v C

D

28 K tonti

Cng c no sau y c tnhlng v an ton cao nht? A. Chng ch tin gi B


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TTChuyn

mn

Cu hi


pn

chnh B. Tn phiu kho bc

C. Thng phiuD. Hp ng mua li

29K tontichnh

c im no sau y l cim ca tri phiu?

A. Li tri phiu ph thuc vo kt qukinh doanh ca doanh nghip

B. c hon tr vn gc khi o hn

C. C A v B

D. Khng cu no trn ng

B

30K tontichnh

Yu t nh hng n gi triphiu doanh nghip trn thtrng l?

A. Li sut trn th trng

B. Lm pht d tnh

C. Kt qu sn xut kinh doanh cadoanh nghip

D. C A v B

E. C A, B v C

D

31K tontichnh

Khi c ng A ca Cng ty Xbn c phiu cho c ng B trnth trng th cp th s tin mCng ty X nhn c l?

A. Hu ht s tin bn c phiu tr tinhoa hng

B. Khng g c

C. Tin hoa hng ca vic mua bn ny

D. Mt t l tin nht nh i vi mi cphiu c giao dch trn th trng thcp

B

32K tontichnh

Phng thc u t chngkhon no t ri ro nht?

A. u t vo chng khon ca cc cng

ty nim yt trn S Giao dch

B. u t chng khon thng qua thtrng phi tp trung

C. Giao dch trc tip vi ngi bn cphiu cng ty

D. C ba cch thc trn u ri ro nhnhau

A

33 K tonti

Ngn hng huy ng vn dihn nhiu nht t ch th no? A. Nh ncB. Doanh nghipC


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TTChuyn

mn

Cu hi


pn

chnh C. Cc c nhn v h gia nhD. C A, B v C

34K tontichnh

Ti khon tin gi thanh ton tingn hng c c im no?

A. Cho php ngi gi tin rt bt k lcno

B. Tr li thp nht trong cc loi tin gi

C. C A v B


C

35K tontichnh

Vn iu l ca ngn hngthng mi?

A. Ti thiu bng vn php nh

B. Khng c php thay i trong sutqu trnh hot ng

C. C A v B


A

36K tontichnh

Chc nng no sau y khng lchc nng ca ngn hngthng mi?

A. Chc nng trung gian tn dng

B. Chc nng trung gian thanh ton

C. Chc nng n nh tin t

D. Chc nng "to tin"

C

37K tontichnh

i vi cc ngn hng thngmi, ngun vn no sau ychim t trng ln nht?

A. Ngun vn huy ng tin gi

B. Vn i vay t Ngn hng TW

C. Vn t c

D. Vn vay t cc t chc ti chnh khc

A

38K tontichnh

Nghip v no khng phi lnghip v trung gian ca ngnhng thng mi?

A. Nghip v hi oi

B. Nghip v Th tn dng

C. Nghip v tn thc

D. Nghip v cho vay

D

39K tontichnh

T chc no sau y c lmtrung gian thanh ton?

A. Ngn hng thng mi

B. Cng ty ti chnh

C. Qu u t

D. C A, B v C

A


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TTChuyn

mn

Cu hi


pn

40K tontichnh

chng lm pht, Ngn hngTW thc hin chnh sch nodi y?

A. Tng d tr bt buc i vi ngn

hng thng miB. Mua chng khon trn th trng m

C. H li sut ti chit khu

D. C A v B

A

41K tontichnh

Vit Nam, tin d tr btbuc ca ngn hng thng minm u?

A. Ngn hng Th giiB. Kho bc Nh ncC. Ngn hng TWD. C A, B v C

C

42K tontichnh

Li sut ti chit khu l?

A. Li sut ca cc khon vay lin ngnhng qua m

B. Li sut ngn hng thng mi chokhch hng vay

C. L li sut ngn hng TW cho ccdoanh nghip ln vay

D. L li sut ngn hng TW cho cc

ngn hng thng mi vay

D

43K tontichnh

Mc ch ca vic quy nh tl d tr bt buc trong hthng ngn hng thng mi?

A. m bo kh nng thanh ton cho ccngn hng

B. Thc hin chnh sch tin t

C. Tng thu nhp cho ngn hng thngmi

D. C A v B

D

44K tontichnh

Ch tiu no hay c dng phn nh mc lm pht?

A. Tc tng trng GDP

B. Tc tng ca ch s CPI

C. Tc gim ca ch sCPI

D. Tc tng ca ch s GNP

B

45K tonti

chnh

Lm pht xy ra khi?

A. Ngn sch Nh nc b thm ht

B. Ngn hng TW lin tc in thm tin

C. C thm ht ln trong cn cn thngmi quc t

B


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TTChuyn

mn

Cu hi


pn

D. C A v B

46K tontichnh

Trong iu kin nn kinh t clm pht, ngi no sau y cli?

A. Ngi i vay tin

B. Ngi gi tin

C. Ngi gi ngoi t

D. C A v C

E. C B v C

D

47

K ton

tichnh

Li sut tn dng ph thuc vonhng yu t no sau y?

A. Ri ro ca khon vay

B. Thi hncho vay

C. Cch tnh li

D. C A, B v C

D

48K tonti

chnh

Bng cn i k ton ca doanhnghip cho bit?

A. Kt qu sn xut kinh doanh cadoanh nghip

B. Ti sn ca doanh nghip c ti trnh th no

C. Quy m vn kinh doanh ca doanhnghip

D. C B v C

E. C A, B v C

D

49K tontichnh

nh gi kh nng thanhton n ngn hn ca doanhnghip, ngi ta em so snhgi tr ca cc ti sn c tnh

lng cao vi?

A. N phi tr

B. Tng ngun vn

C. N ngn hn

D. Ngun vn di hn

C

50K tontichnh

Vai tr quan trng nht ca thutiu th c bit l?

A. Hn ch cc mt hng nhp khu

B. Hn ch tiu dng cc mthng khngkhuyn khch

C. Kch thch sn xut

D. C A v C

B

51Lp khoch Ci no di y l c tnhquan trng nht ca mt ngi

A. C c sng to.

B. C tnh khch quan. D


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TTChuyn

mn

Cu hi


pn

lp k hach gii? C. C nhiu hc vn v kinh nghim.

D. Tt c nhng cu trn.

52Lp khoch

Pht trin ngn sch cho mt khoch truyn thng l nhim vca:

A. B phn k ton

B. Nhng c ng

C. Gim c iu hnh (CEO ChiefExecutive Officer)cng ty.

D. Nhn vin truyn thng ca cng ty

D

53Lp khoch

Nhng li ch ca vic vit theodng kim t thp l:

A. Cc chi tit quan trng lc bt u.

B. M u n tng gy s ch cangi c

C. Ngi bin tp c th ct b phn cuica cu chuyn i

D. Tt c nhng cu trn.

D

54

K ton

tichnh

Chc nng no ca tin t c

cc nh kinh t hc hin iquan nim l chc l quan trngnht?

A. Phng tin trao i.

B. Phngtin o lng v biu hin gi

tr

C. Phng tin lu gi gi tr.

D. Phng tin thanh ton quc t.

A

55K tontichnh

Gi c trong nn kinh t trao ibng hin vt (barter economy)c tnh da trn c s:

A. Theo cung cu hng ho.

B. Theo cung cu hng ho v s iu titca chnh ph.

C. Mt cch ngu nhin.

D. Theo gi c ca th trng quc t

C

56K tontichnh

E- banking l:

A. S dng cc dch v ngn hng quath ATM v Internet

B. S dng cc dch v ngn hng quaInternet hoc in thoi

C. S dng cc dch v ngn hng tiim giao dch v in thoi

D. S dng cc dch v ngn hng phcv ti nh qua Internet

B


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57K tontichnh

Trn trung tm giao dch chngkhon H Ni, gi tham chiuc xc nh bng:

A. Gi m caca ngy hm trc

B. Gi ng ca ca ngy hm trc

C. Gi bnh qun ca ngy hm trc

D. Gi bnh qun ca ngy lin k ngyhm trc

C

58K tontichnh

Theo lut thu thu nhp c nhnc hiu lc t nm 2009, mcthu nhp ti thiu phi np thu

l:

A. 3 triu ng

B. 5 triu ng

C. 4 triu ng

D. 4,5 triu ng

C

59K tontichnh

Chnh ph quy nh chi tit thihnh Lut thu thu nhp doanhnghip (TNDN) nu khon chi

ph hp l, hp l tnh thuTNDN: "Chi ph qung co,tip th, khuyn mi, tip tn,khnh tit, chi ph giao dch, i

ngoi, chi hoa hng mi gii,chi ph hi ngh v cc loi chi

ph khc theo s thc chi nhngti a khng qu 10%

A. Doanh thu ca doanh nghip

B. Tng s cc khon chi ph hp l

C. Cc khon chi thng xuyn

D. Tng s cc khon chi pht trinthng hiu

B

60K tontichnh

Theo Lut Thu Thu nhp cnhn, t nm 2009 thu nhpchu thu t chuyn nhng btng sn c xc nh trn:

A. Bng gi ti thiu ca nh nc

B. Gi th trng

C. Gi chuyn nhng ghi trn hp ng

D. Chnh lch gia gi th trng v gihp ng

D

61K tontichnh

Ngun vn quan trng nht png nhu cu u t pht trin vhin i ho cc doanh nghipVit Nam l:

A. Ch doanh nghip b thm vn vosn xut kinh doanh.

B. Ngn sch Nh nc h tr.

C. Tn dng trung v di hn t cc ngnhng thng mi, c bit l ngn hngthng mi Nh nc

D. Ngun vn sn c trong cc tng lpdn c.

D


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E. Ngun vn t nc ngoi: lin doanh,vay, nhn vin tr.

62K tontichnh

Khon thu no di y chimt trng ln nht trong tng thu

Ngn sch Nh nc VitNam:

A. Thu

B. Ph

C. L ph

D. S hu ti sn: DNNN v cc ti snkhc.

A

63K tontichnh

Th trng chng khon trnthc t chnh l:

A. S giao dch chng khon.

B. Tt c nhng ni din ra cc hot ngmua v bn vn trung v di hn

C. Tt c nhng ni mua v bn chngkhon

D. Tt c nhng ni mua v bn c phiuv tri phiu.

C

64K tontichnh

Th trng OTC:

A. L th trng vhnh, hot ng dinra sut ngy m v khp mi ni

B. L S giao dch th hai trong cc ncc th trng chng khon pht trin

C. L th trng giao dch cc loi cphiu ca cc doanh nghip va v nh.

D. L th trng t doanh ca cc cng tychng khon thnh vin.

E. L th trng bn bun cc loi chngkhon.

D

65K tontichnh

Nu bn cho rng nn kinh tVit Nam s suy sp vo nmti, th bn s nm gi ti sn:

A. C phiu thng thng, tri phiuchnh ph

B. Tri phiu Chnh ph.

C. Vng SJC,bt ng sn

D. Bt ng sn, ngoi t mnh

E. Ngoi t mnh, vng SJC

F. in t v g qu.

E


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66K tontichnh

Thu sut thu Gi tr gia tng(VAT) nm 2009 cho sn phmdi ng ti cc siu th Vietteltrn ton quc l:

A. 5%

B. 10%

C. 15%

D. 20%

B

67K tontichnh

Theo quy nh ca B Ti chnhnm 2009, chi ph qung coca doanh nghip to thnghiu trc khi i vo hot ngSXKD c c hch ton vochi ph SXKD hay khng?

A. C

B. KhngA

68K tontichnh

Theo Lut thu Thu nhp doanhnghip hin hnh, cc khonchi: chi ng h cc on th, tchc x hi v ng h a

phng; chi t thin c ctnh vo chi ph hp l khi xcnh thu nhp chu thu khng?

A. C

B. KhngB

69K tontichnh

Chi ph hp l c tr tnhthu nhp chu thu ca c skinh doanh gm nhng khonchi ph no?

A. Chi m au, thai sn cho lao ng

B. Chi tin n ca cho nhn vin

C. Chi t thin

D.Chi s nghip

B

B.V tr Nhn vin Kinh doanh/ Pht trin th trng

M t cng vic

Nhn vin Kinh doanh

mt s chi nhnh th ban u l i tm kim hp ng internet (ging nh bnFPT),c p doanh s bao nhiu hp ng v gi tr hp ng trong thng (cng vickh mt, nhiu bnthyp lc qu b lm sau vi ba. Bn sim th th Viettelcnh tranh d ch bn internet th chua pht...)

Cng vic i li nhiu do vy, kh tn xng (hm mnh ln ch thng bn mnh ithanh ton tin xng ca inhn vin k thutl 256 tr... O_O)


230/472



Cng vic cth:

-

Nghin cu, xy dng sn phm dch v

- Qung co, truyn thng

- Qun l bn hng, t chc h thng knh phn phi

- Kinh doanh cc dch v gi tr gia tng

- Bn hng cc dch v cng ngh vin thng cho cc doanh nghip, c quan

- Chm sc khch hng

Nhn vin Pht trin th trng

- Nhn vin PTTT lm chm sc khch hng c, pht trin khch hng mi. chuch tiu pht trin hng thng. i treo bng rn, khu hiu ,pht t ri, tip th....

lng thng xp theo loi A,B,C ri n lng A = 4,2tr, B = 3,5tr, C = 3.2tr, 3thng lin tc C th ui vic. ni chung cng mt pht.cng vic ny khng ihi bng cp my. bt c ai bng trung cp tr ln ,ngnh no cng c ht

Ni dung thi

- Bi thi IQ bng ting Anh:gm 35 cu/60 pht

- Bi thi nghip v:Phn 1 gm25 cu trc nghim; Phn 2 t lun. Kin thcch yu v marketing, so snh phn bit, phn tch, v s marketing chinlc,... Thi gian: 60 pht

Ngn hng cu hi thi

1. Trc nghim - Nhn vin kinh doanh/ bn hng

TTChuyn

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Cu hitrc nghim

Nhn vin KD/ bn hngCu tr li p n

1Bnhng

thuyt phc nhngngi khc rng bn lngi ng tin cy, bn cn

phi

A. Trch dn cc s liu thng kB. K mt s chuyn vt v bn thnC. Kt hp c hai cch trn

B.

2Bnhng

Lee Iacocca c coi lngi bn hng gii nhtca th k XX. Cu notrong nhng cu sau y

thuc v ngi thuyt phcsiu hng ny:

A. Chng ta cn phi hp nht, c gng tia t c nhng thnh cng mi.

B. Sau mi n lc. tri tim chng ta cm nhn

bui bnh mnh v c tr trung li.C. Cng vic ca ngi lnh o l mang ti

C.


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nhng tin xu, khin mi ngi tin vo nhngiu h khng mun tin, ri ng ln v lm

nhng vic h khng mun lm.

3Bnhng

Vic lp li cc t hoc ngmt cch c ch nh

A. Lm nhng ngi nghe/ngi c cm thykh chu

B. To n tng n iu

C. L mt cng c thuyt phc hiu qu

C.

4Bnhng

o ng khi ni l

A. Mt cch ch thch cui trang

B. Mt cch din t, trong cc t na cuu c s dng theo mt cch mi na cusau

C. Mt k thut vn chng c cc hc gis dng

B.

5Bnhng

Ngoi cc k nng giao tipng x v k nng bnhng, cc kin thc v kinhdoanh, v c bit l mtthm m ca nhn vin bnhng cng kh quan trng.Trong bn hng trc tip,trang trtrng by p l:

A. Mt cch ph din

B. Thin v hnh thc

C. Mt cch tip th, bn hng tt trong im lng

D. Khng theo mt tiu chun no c

C

6Bnhng

lng nghe mt cchthnh cng, bn cng cn

phi tin rng lng nghecng l mt th mnh. Do

x hi ca chng ta qu chtrng vo k nng ni tronggiao tip v trong cng vic,ngi bit lng nghe c thlng lng tc ng ngc limt cch mnh m. Ngikhng bit lng nghe lnhng ngi:

A. Ngt li ngi ni (khng kin nhn)hocni qu nhiu.

B. Khng giao tip bng mt (mt nhn quanhqut).Khng ch n ngi ni.

C. a ra nhng li khuyn khng c mongi hay qu bn rn nn khng th lng nghe.

D. C 3 trn

D

7 Bnhng

Bn hng thi hi nhp cnphi vn minh v phc vchuyn nghip mi gi

A. Nhy mtB. N ciC. Dng iu

B


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c khch hng v thkinh doanh bn l truyn

thng Vit Nam mi phttrin c. Hy c....... thtti to ra s thngthng cm xc vi khchhng khi h va gh voca hng ca bn. Khikhch hng bt gp c...... ti tnh ca ngi bnhng ti ca hng, lc h

s c cm xc tht c bitv c cm tnh ngay vingi bn, sn phm v cahng ca bn. T cn thiu

bn trn l?

D. V mt

8Bnhng

Trong trng hp cuc tipxc vi khch hng khngxy ra mt cch thun tin

(thng l th), bn c thcn phi bit cch vt quanhng ro cn, phn binca khch hng c thxc tin thnh cng mtgiao dch bn hng. Khikhch hng t ra do d, bns lm g thuyt phckhch mua hng?

Nn tin hnh theo cc bc sau:

B1. D hi tm hiu nguyn nhn v saokhch hng do d?

B2. Sau khi bn nm c c th rng sng vc ca khch hng l do mt c imcasn phm hay mt li ch cho khch hng,

bn t cho khch hng bit rng bn hiu r sng vc ca khch hng l do u?

B3.Bn chng minh vi bng chng c th xua tan s ng vc ca khch hng.

B4.Cui cng, bn nn tm hiu li xem khchhng c cn do d na hay khng?

9Bnhng

Nh tn khch hng l mttrong nhng k nng cn ctrong giao tip. Bn hy nutc dng ca vic nh tnkhch hng v nn s dngtn ring ca khch hngnh th no?

Xng tn c nhn l mt trong nhng mthanh ngt ngo nht m khch hng munc nghe t bn.

- Vic xng h bng tn ring trong cuc nichuyn vi khch hng s cho thy bn nhnnhn h vi t cch mt c nhn ni ring chkhng phi i tng khch hng chung chung,qua th hin s tn trng ca bn vi khchhng.


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- Hy dng tn ring ca h khi bn ni licho hi, cm n, tm bit, lm cho bu

khng kh tr nn nh nhng, thn thin hn.

- Tuy nhin, bn ng s dng tn ring cakhch hng mt cch qu thng xuyn bi vn c th khin khch hng kh chu, hy sdng vo lc u v lc kt thc cuc hi thoi.

10Bnhng

Trong bi cnh th trngcnh tranh khc lit nhhin nay, ngi bn hng

lun lun chu mt p lcrt cao v ch tiu bn hng(doanh thu, khi lng).

Nhm ti u ha hot ngbn hng, ngi bn hngcn phi xc nh ckhch hng trin vng trckhi tin hnh tip cn. Mt

bc quan trng trong quy

trnh bn hng l thm dnhu cu v phn loi cckhch hng. thc hintt bc ny bn cnphilm g? Ly v d p dngtrong thc tin?

Ch quan st v t cc cu hi gi m (VD:Em c th gip g cho anh/ch? Dng snphm/model no m anh/ ch ang quantm/tm kim? Mc gi khong bao nhiu?Tiu ch/Chc nng th no?)

11Bnhng

Bn hy cho bit vai tr calng nghe trong giao tip.Lm th no lng nghec hiu qu?

Vai tr ca lng nghe:

- Lng nghe kin ca ngi khc, iu ny

gip chng ta ci thin dch v ca chng tatrong tng lai.

- Mi ngi thng c n tng khng tt vinhng ai ch bit gii quyt cc li phn nnm khng thc s lng nghe nhng g h ni.

- Khi bn thc s lng nghe khch hng, mtcm gic thoi mi, d chu s xut hin tronglng mi khch hng-bi v s lng nghe chnthnh l kh him hoi, thm ch ngay c khi

bn nh v gia nhng ngi thn.- Lng nghe to cho khch thy bn tn trng,


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nh gi cao h v quan tm n h.

Lm th no lng nghe c hiu qu?-Nhn vo ngi ni

- Khng ngt li khi cha tht cn

- Khng vi vng tranh ci hay phn xt

- Hi hiu r vn

-Nhc li ni dung

- Din gii ni dung

-N lc v tp trung- Tm ra chnh

- Khng v on

- Ghi chp thng tin c bn

12

Dchvkhch

hng

Khi mt khch hng phnnn, anh ta:

A. Lun ng.

B. Hunh ng.

C. Lun di tr.

D. Lun l khch hng

A

13

Dchvkhchhng

Nhng khch hng hayphn nn l ngi:

A. C tui th khng hnh phc.

B. C bn tnh cu knh di truyn.

C. C vn trong cc mi quan h c bn cah.

D. ang gip bn nhn ranhng khim khuytv nhng vn khng my hiu qu trong

cng ty ca bn

D

14

Dchvkhchhng

Phn thng ln nht dnhcho cc nhn vin dch vkhch hng l:

A. Nhng cc bng nht vo tai v cc tict m.

B. Thuc gim cng thng thn kinh hay ccthuc cha au u khc.

C. S cng nhn v cm kch.

D. Cc kho hc kim sot cn gin d

C


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15

Dchvkhchhng

CRM l vit tt ca cm t:

A. Customers Rarely Matter (Nhng vn

him lin quan ti khch hng).B. Cant Remember Much (Khng th nhnhiu).

C. Customers Rudimentarily Managed (Qunl s b khch hng).

D. Customer Relationship Management (Qunl mi quan h khch hng)

D

16

Dchvkhchhng

Nhng khch hng phnnn mong mun:

A. Mt vi iu khng mang ngha g c.

B. c lng nghe v xc nhn cc kin cah.

C. X hi.

D. c tr thnh c ng hng u ca cngty

B

17

Dchvkhchhng

Mt cng ty c xem l cnh hng ti khch hng:

A. Phi cp ti dch v khch hng trongbn b co nhim v.

B. t nht 18,3% nhn vin lm vic trongphng ban dch v khch hng.

C. Cc nh qun l tng tri qua v tr nhnvin dch v khch hng.

D. Dch v khch hng phi c nhn mnhtrong mi phng ban

D

18

Dchvkhchhng

Chm sc Khch hng l:

A. Mt chng trnh chm sc y t cho cckhch hng.

B. Mt cm t ly ng mt v rt bt mttrong cc ti liu qung co ca cng ty.

C. Mt chng trnh mi ni m cc khchhng t mnh chm sc cho bn thn.

D. Mt trit l m ti khch hng c baobc trong mt s quan tm chu o, thm chc trc khi vn pht sinh

D

19 Bnhng

Nhn vin chm sc khchhng khng ng chun

A. Thi i vi cng vic. C


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mc l vn thuc v? B. Suy ngh trong cng vic.

C. Hnh vi trong cng vic.D. Thc hin cng vic.

20Bnhng

Khi nhn vin chp nhntha mn nhu cu khchhng l nhim v quantrng nht, th?

A. H s hc cch tha mn khch hng.

B. H s sn lng coi phc v khch hng lquan trng nht.

C. H s ch tm vo khch hng v chm sckhch hng.

D. H s u tin chm sc khch hng hn ttc cc cng vic khc.

D

21Bnhng

Chm sc khch hng llm nhng vic cn thit tha mn nhng khchhng?

A. Trc y.

B. ang c.

C. Trong tng lai.

D. Ca i th

B

22Bnhng

Ti sao gi khch hngang c l cc k quantrng?

A. V tm khch hng mi kh khn hn duy tr

khch hng c.B. V khng c thi gian tm khch hng mi.

C. V khng cn khch hng mi tm do ith chim gi.

D. V trnh tn hi thng hiu khi b mtkhch hng c.

A

23Bnhng

Nu doanh nghip ca bnmt khch hng th bn lic khch hng thay th?

A. ng, v vy mi c lc lng bn hng.

B. ng nhin, v l h qu tt yu ca thtrng cnh tranh.

C. Sai, v khng th tm c khch hng mi.

D. Khng chnh xc. v tm khch hng mi lkh khn.

D

24Bnhng

iu m a s khch hngmong mun hn c t sn

phm, dch v h mua l

chng phi hon ton?

A. C gi r.

B. C cht lng tt.

C. Hnh thc p.

B


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D. Mi v l.

25Bnhng

Khch hng c quyn lachn v 2 iu: mt l scmua ca h,v hai l:

A. Tin ca h.B. Suy ngh ca h.

C. C th trng rng ln.

D. C s cnh trnh

D

26 Bnhng

Khi nhn vin chp nhnkhch hng l ngi quantrng nht, th?

A. H s s khng chiu ni khch hng, t s c gng hn.

B. H s hiu ngha ca vic chm sc khch

hng.C. H s on kt hn trong cng vic gip khch hng.

D. H s s sai lm v khng dm trnh thngvi khch hng.

C

27Bn

hng

Ch duy nht mt ngi cth cho bit bn c ang

thc s tha mn nhu cuhay khng. Ngi l?

A. Cp trn ca bn.

B. Khch hng ca bn.

C. ng nghip ca bn.D. Chnh bn thn bn.

B

28Bnhng

.l mt phn quantrng ca dch v khchhng

A. Gi c vcht lng.

B. Thng tin.

C. Thi , hnh vi v nng lc ca nhn vin.

D. Hiu bit khch hng.

C

29Bnhng

Cung cp cho khch hngnhiu hn mong mun cah mt cht l mt chnhsch tt. iu ny l?

A. ng, v khch hng mun vy.B. ng, nhiu khch hng thy n tng hn.

C. Khng cn thit, v khch hng ch mongsao p ng mi mong mun.

D. Sai, khch hng khng th bit ta cungcp cho h nhiu hn.

B

30Bn

hng

Ti sao trao i bng mtkhi gp g vi khch hngl rt quan trng?

A. V nh mt l ca s ca tm hn.

B. V n cha ng nhiu s b n ca lngngi.

C


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C. V n th hin s trung thc, t tin.

D. V chng ta c th chun b n phng thkhi khch hng tn cng.

31Bnhng

ca khch hng c thnhiu hn l bn ,ng ch hy la chn hait cn thiu vo du ""?

A. i hi c th lm.

B. Nhu cu p ng.

C. Mong mun ngh.

D. Suy ngh gng sc.

C

32Bnhng

Khi giao tip vi khchhng nhng c ch cachng ta th hin cng quantrng nh nhng g chng tani?

A. ng, v li ni phi i i vi hnh ng.

B. ng, v n minh ha thm cho nhng gchng ta ni.

C. Sai, v khch hng thng kh chu vinhng c ch ca chng ta.

D. Sai, v c ch l nhng hnh ng t nhinpht sinh khng c tc dng.

A

33 Bnhng

, nhng lm mt uy tn

th rt d, ng ch hyla chn hai t cn thiuvo du ""?

A. To dng uy tn vi khch hng th kh.

B. Tm c khch hng th kh.C. Chm sc khch hng th kh.

D. Hiu nhu cu khch hng th kh.

A

34Bnhng

Chm sc khch hng lphc v khch hng theocch m h c phcv, ng ch hy la chnhai t cn thiu vo du

""?

A. Mong mun.

B. L ra phi.

C. Bt buc phi.

D. Lun i hi phi

A

35Bnhng

C th c nhiu khch hngkhng hi lng vi chngta, nhng h li khng than

phin v

A. Sn sng tha th cho chng ta.

B. Vn mua hng ca chng ta bnh thng.

C. Khng mua hng ca chng ta na.

D. Suy ngh c nn mua hng ca chng ta tiphay khng.

C


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36Bnhng

Ch duy nht cp trn cabn mi cho bn bit nhngkhim khuyt trong victha mn khch hng ca

bn?

A. ng, v h l ngi qun l ca chng ta.

B. ng, v h nhn c nhng s phn nhtrc tip t khch hng.

C. Sai, chnh bn mi bit c nhng khuytim.

D. Sai, khch hng mi c th ni r khimkhuyt ca bn

D

37 Bnhng Ngi bn hng chuynnghip l ngi:

A. C thi tch cc trong ngh nghip.

B. Bit nhiu k nng ng dng.C. y kin thc chuyn mn.

D. C 3 kin trn.

D

38Bnhng

Bc u tin trong quytrnh bn hng l:

A. Tip cn li.

B. Phn loi khch hng.

C. Cho hi.

D. t cu hi.

C

39Bnhng

Khi tip xc vi khchhng, ngi bn hng lun

phi gi thi :

A. Trm tnh.

B. Im lng, ch khch hng bc l nhu cu.

C. Thn thin, ci m.

D. Hot no.

C

40Bn

hng

Mun phn loi c khch

hng ta phi:

A. Nhn soi mi.

B. Bt tay khch hng.

C. Ch quan st v t cu hi.

D. Hi xem khch hng c bao nhiu tin.

C

41Bnhng

Khch hng tim nng lngi:

A. C nng lc c bit.

B. C kh nng mua hng nhng cha c yucu.

C. Hon ton khng c kh nng thanh ton.

D. Khng c nhu cu mua hng.

B


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42Bnhng

thuyt phc khch hngta nn:

A. Trnh din Demo, gii thiu sn phm.

B. Ch ra cc u th c trng ca sn phm.C. Gn u th sn phm vi ng c mua cakhch hng.

D. C 3 trn.

D

43Bnhng

Cht bn hng bng vickhng th b l l vic:

A. nh vo lng t i ca khch hng.

B. Hp dn khch hng bng cc chng trnhkhuyn mi.

C. Khi ngun sng to.D. Kch thch tr tng tng ca khch hng.

B

44Bnhng

Khi khch hng c s phnnn v cht lng sn phmta nn

A. Ci v xin li.

B. Hi li khch hng v chng minh sn phmtt.

C. Lng nghe v chia s, thuyt phc bng ccim mnh ca sn phm.

D. Gi cp trn ra x l.

C

45Bnhng

Nu khch hng phn nnv gi c, ta nn:

A. Gii thiu khch hng i hng khc r hn.

B. Nghe vi thi kh chu.

C. Lng nghe tch cc, thuyt phc bng cctin ch hu mi.

D. Bo co cp trn.

C

46Bnhng

Yu cu c bn nht khivit th bn hng:

A. Gii thiu r v sn phm.

B. a ra c nhng u th ni bt.

C. Thu ht ch ca khch hng.

D. Thc y hnh ng.

A

47Bnhng

Trong bn hng trc tip,trang trtrng by p l:

A. Mt cch ph din.

B. Thin v hnh thc.

C. Khng theo mt tiu chun no c.

D. Mt cch tip th, bn hng tt trong imlng.

D


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TTChuyn

mn

Cu hitrc nghim


48Bnhng

Quy trnh tip nhn v x lkhiu ni l:

A. Khch hngNhn vin bn hngQun

l.B. Khch hngTrng caQun l.

C. Khch hng Nhn vin bn hng Trng caQun l.

D. Khch hng Nhn vin bn hng Trng ca.

C

49 Bnhng

Nguyn nhn khin khch

hng khng quay tr li vichng ta:

A. Thi phc v.

B. Cht lng sn phm.C. Gi c sn phm.

D. C 3 nguyn nhn trn.

D

2. T lun - Nhn vin k inh doanh/ bn hng

TTDngcuhi

Cu hit lun

Nhn vin kinh doanh/ bn hngGi tr li

1Tnh

hung

Gi nh bn l ngi ph trchnhm. C mt nhn vin trongnhm ca bn bo co mt sliu ln mt ph trch cp cao hn

bn (bo co ny khng qua bn),nhng chng may s liu trong bo

co a ra b sai (do li tnh tonexcel, hoc do nhn vin cha kinh nghim khi x l s liu), nhhng n nhng quyt nh quntr ca cng ty. Trong trng hp

bn s lm g (vi cp trn v vinhn vin ca mnh)? Bn hy giithch r ti sao bn la chn cch xl nh vy?

Vi cp trn:

- Ni chuyn ring vi cp trn, kho loch ra rng vic cp trn nhn bo cocha c k duyt ca trng nhm l chang trnh t, dn n sai st, ngh cptrn ln sau ch hn.

- Trong thm quyn cho php, ch ng tmhiu s vic c bin php h tr cptrn gii quyt s vic

Vi nhn vin:

- Hp nhm nhc nh, khin trch ivi nhn vin sai phm, rt kinh nghimc nhm (khng klut qu nng bi vicbo co khng thng qua trng nhm lli ca nhn vin, tuy nhin hu qu cabn bo co sai khng ch do mnh nhn

vin, m cn do s sut ca c cp trnkhi s dng chng)


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TTDngcuhi

Cu hit lun


- ngh nhn vin chuyn li bo co cho

bn thn, cng nhn vin phi hp vicc bn lin quan gii quyt s vic.

2Tnh

hung

Mt ngi khch bc chn voca hng, gp bn vi v bc bi.Anh ta cho bit cch y 10 ngyanh ta mua SIM ti ca hng tnhn vin X. Sau khi c hngdn anh ta kch hot SIM theonhng g X ni. Tuy nhin, sau ,

anh ta pht hin chng trnhkhuyn mi m X gii thiu chochic SIM m anh ta mua hthn. Ngoi ra, ngay c khi cn hn,th nhng li ch m n em licng khng c ng nh qungco ca hng. Khi i gp mt Xnhng pht hin ra X khng cn lm ca hng na, v khch thc s

tc gin v bt u kt ti Viettel lla o, khng lm ng nhng gcam kt vi khch hng. Anh ta das khng yn chuyn ny v yucu c gp cp cao hn ca bn phn nh, do s a tin ln bonu khng p ng yu cu camnh. Vi t cch l nhn vin giaodch ca Vietttel, Anh/ch hy x ltnh hung ny nh th no?

- Xin li khch hng v nhn vin kia giithch khng r rng khch hng hiunhm v sn phm, dch v ca Viettel.

- Hi chi tit li v nhng g khch hngang phn nn v khng hi lng, c th vkhch hng hiu cha ng th gii thch licho khch hng hiu, t vn thm v uim ca gi cc khch hng ang sdng (nn s dng km cng vn, cc tri, vn bn to s tin tng cho khchhng)

- Nu c th th mi ca hng trng trctip ra xin li thm vi khch hng khch hng tin tng rng "s khngchuyn nghip, s thiu chu o vi

khch hng" ca ngi nhn vin c

khng phi l s khng chuyn nghip, chuo ca c ca hng, c h thng, v chng t rng phn nh ca khch hng thc s c ghi nhn.

- Cm n khch hng v "c nhng khchhng nh anh/ch, Viettel mi c c s

pht trin nh ngy hm nay", nht nhs phc v khch hng tt hn trong nhng

ln tip theo

3Tnh

hung

"Khch hng s dng dch vu ADSLca Viettel t cui thng 3/08 trongt khuyn mi tng modem. Nhng

sau khi dng khong 1 thng thmodem c vn . Khch hngmang Modem n ca hng i im chnh sch ca hng th khngc lm nh vy. Bn hy a ra

gii php ti u lm va lngkhch hng ny?

- Khng nh vi khch hng Viettel c chnhsch bo hnh y cho khch hng, tuynhin bo hnh mc no phi xc nhnguyn nhn ca vic hng hc trc.

- Tm hiu trc tc ca modem t chnhkhch hng v modem, nu trc trc c thkhc phc c th khc phc lun, khng

khc phc c th chuyn b phn kthut, hn khch hng ngy tr.


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TTDngcuhi

Cu hit lun


- Nu c modem thay th th chuyn khch

hng dng thay trong thi gian bo hnh

4Tnh

hung

Khch hng n yu cu thay ia ch gi thng bo cc. Theoquy nh ca viettel, ch khch hngng tn trn Hp ng ng k sdng dch v mi c yu cu thayi, tuy nhin khch hng nykhng phi l ngi ng tn trnHp ng. Bn gii thch vi khchhng l do khch hng khng ththay i a ch thu bao cc.Khch hng hi : Ln trc ti ra

yu cuth lm c, ti sao lnny li khng th i c?. Bnx l tnh hung ny nh th no?

- Gii thch cho khch hng khng phi chnhch khng th i c a ch thng bocc, nhn mnh y l v quyn li cakhch hng ("Nu ngi no ra cahng cng yu cu thay i cc thng tinthu bao ca chnh anh/ch m bn em chpnhn thay i khi cha c s ng caanh/ch th hn anh/ch s rt khng hi

lng)

- Gii thch nu trc y khch hng thayi c (nu c) th do nhn vin lmsai, ngh khch hng li thng tin lngiao dch iu tra, c bin php x lnhn vin => Cho KH hiu nguyn tc lmvic nht qun ca h thng, sai (nu c)lsai ca c nhn.

- Hng dn cho khch hng cc bc, giyt cn thit khch hng c th thc hinc thay i thng tin (VD: cn giy yquyn ca chnh ch, v.v...)

5Tnh

hung

Khch hng s dng dch v ADSLca Viettel n yu cu kim tra tisao my nh khch hng khng thvo mng c. Sau khi kim tra

bn pht hin ra do t ng

truyn. Bn ha vi khch hngs c ngi khc phc ngay s ctrn v khch hng c th s dngc dch v trong vng 12h. Tuynhin 01 ngy sau khch hng quayli vi thi rt bc tc, phn nhkhch hng vn khng th vo cmng. Trong trng hp ny bn xl nh th no?

- Xin li khch hng v lm vic m cha xcnhn li vi khch hng v kt qu

- Kim tra li nguyn nhn v sao cha khc

phc c s c- Trc mt khch hng ngh cc b phn

lin quan thc hin ngay lp tc cc giiphp khc phc mng cho khch hng

- Xin li khch hng mt ln na v hn saubao lu s lin lc trc tip vi khch hng thng bo tnh hnh x l


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TTDngcuhi

Cu hit lun


6Tnh

hung

Khch hng ti ca hng mua snphm A. Khi bn a ra gi ca snphm, khch hng t cu hi Tisao ln trc ti mua sn phmny vi gi thp hn ln ny?.Bn s tr li khch hng nh thno?

- Hi k khch hng trc y mua hng vo

t no bit cc d liu t bn hng v chng t ho khch bit cc bc giithch tip theo l c cn c

- Nn a ra cc l do hp l chng minhcho gi c tng, v d: Tuy l cng sn

phm nhng ln ny chng c tch hpnhiu tnh nng hn, hoc c nhiu dch v

ph tr, i km hn.

- Nguyn nhn ca gi c tng th c nhiu:cung - cu,trc y r hn l do trong tkhuyn mi, v.v...

7Tnh

hung

Khch hng ti hi v mt ch tnh cc ca Viettel ti ca hng vyu cu bn so snh vi ch cacc hng khc. Bn x l tnh hungtrn nh th no?

* Nhn vin t vn cho khch hng theonguyn tc khng so snh trc din, c thdch v ca Viettel so vi cc dch v camng khc (tuy nhin nhn vin cng cn

phi bit v hiu dch v cc mng khc):

- Gii thiu v cch tnh cc ca Viettel,

nhn mnh Viettel l doanh nghip tinphong/i mi trong cch thc tnh cc cli cho khch hng.

- Nu bt cc u im v ch tnh ccca Viettel, cch tnh cc ph hp vi mii tng s dng dch v.

- i vi nhng khch hng vn c nghso snh gi cc: thnh thc xin li khch

hng km mt n ci, ni cho khch hngbit v s tn trng i th v nguyn tccnh tranh lnh mnh ca Viettel: "Thaanh/ch, em rt ly lm tic v mc d bitch tnh cc ca Viettel u im hnnhng em khng th a ra d liu so snh, l mt s khng cng bng vi i thcnh tranh. Anh/ch c th tm hiu thmtrn website ca Viettel v ca cc mngkhc".

- Khng qun cm n khch hng quan


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TTDngcuhi

Cu hit lun


tm ti dch v ca Viettel v hn hnh

c phc v khch hng.

8Tnh

hung

Mt khch hng k hp ng sdng theo hnh thc thu bao trngi! Sau thi gian di s dng,khch hng ny c vic v qu nnkhng mun s dng na v munngng Hp ng. Khch hng n i l ca Viettel tin hnhcc th tc ngng hp ng v

mun cht cc. Nhng cng victrn khng th thc hin c v ldo: Nhn vin giao dch khng thtruy cp mng ni b c, nnkhng th tra cu cht cc chokhch hng ny c. Tuy nhin vs nu khng cht c cc thngny th sang thng sau khch hngs b mt thm chi ph cc thu bao

nn khch hng ny nht nh khngng v ni gin i gp ca hngtrng hu dch v ngay lp tc.Vi trch nhim l ca hng trng,anh/ch hy gii quyt tnh hungnu trn gi li khch hng ny.

- Dng tt c cc knh h tr (nu c th)gii quyt cho khch hng.

- Trng hp cc knh h tr khng th giiquyt c ngh khch hng li sin thoi lin lc, khi no tra c cc sgi in khch hng ra ca hng Viet telthun tin nht np cc.

- Lm ht cc th tc cho khch hng trc khch hng yn tm s khng pht sinhcc thng sau.

9Tnh

hung

Mt khch hng s dng ADSL caViettel kh lu t nm 2006 nnay. Lc k hp ng th c nhn

userID do Viettel cung cp, nhngqua n u nm 2009 th Viettel t thay i userID ca khch hngny thay i phn cui ca userIDt [email protected] thnhXXXX@homen m khng c bt ckhng bo g, lm gin on cngvic lm n ca khch hng ny,khch hng phi kim tra ton b

thit b ca mnh: modem, my vitnh, ng dy... thy khng c h

- Thnh thc xin li khch hng v s suttrn ca Viettel.

-

Khng nh v tnh h thng, Viettel githng bo cho khch hng; s iu tra l dokhch hng cha nhn c thng bo vc phc p vi khch hng sau.

- Hi thm v lch s, tnh hnh s dng dchv Viettel ca khch hng Nhm nhgi v tr ca Viettel trong suy ngh cakhch hng.

- C nhng cu hi gn kt khch hng:

"Anh/ch dng dch v Viettel t nm 2006,n nay gn 4 nm, phn no anh/ ch


246/472



TTDngcuhi

Cu hit lun


hng g sau khch hng ny gi

ln tng i yu cu h tr k thutth c bo l userID thay itheo cch t tn mi ca Viettel! vc yu cu update li userID ci t trong Modem. Cm thykhng hi lng v cung cch phcv, khch hng ny n ca hnggp bn i hu dch v. Bn sgii thch v thuyt phc khch hngny th no khch hng tip tc

s dng dch v ca Viettel.

cng cm nhn c cht lng dch v

do Viettel cung cp, ssut ln ny bn ems khng bao gi xy ra mt ln na".

- C nhng cu hi gn vi li ch ca khchhng: "Em bit l do li bn em, tuy nhinnu anh/ch s dng dch v ca nh cungcp khc, anh/ch s phi lm mi li tonb h thng, k c user,trong khi dng tipViettel anh/ch ch cn thao tc n gin li li phn cui ca user".

10Tnh

hung

Mt v khch ti ca hng v nivi bn anh ta mun tm hiu v ttc cc gi cc trc khi mua hng.Khi bn gii thiu cho v khch nytng gi cc, anh ta t ra v hiu

v yu cu ni tip v cc gi khc.Tuy nhin, khi ang ni sang gicc mi, anh ta li quay li hi lintc v gi cc c v t ra khnghiu cng nh khng nh g vnhng iu va c gii thiu. Saumt lc anh ta kt lun l chngtrnh v ch phc tp qu vkhng c nh mua na. Bn hy

x l tnh hung trn khch hngs dng dch v ca Vietttel.

- Gii thch bng li ni km ti liu, t richo khch hng

- Bng cc cu hi m hoc hi li khchhng v cc iu khch hng cha hiu.

- Trong cng mt thi im gii thiu nhiudch v th ch nn gii thiu cc chnh,ng thi km so snh cc iu kin sdng chng vi nhau (VD: Mc tiu dngdi 100.000 /thng th dng Economy,trn th dng Basic+)

- C cc cu hi ngc li cho khch hng tm ra c sn phm, dch v ph hp nhtvi khch hng, qua i su vo gii thiudch v ny (VD: Nu anh/ch c nhu cu

xem tin tc, c bo, cc dch v Internet

di 300 MB/thng th dng gi cc D50)- Cho d khch hng khng ng s dng

dch v lun lc th hy li cc t ri,qung co cho khch hng.

11Tnh

hung

Sau mt thi gian lm vic cho hngvin thng A, bn c tuyn dngvo Viettel lm vic. Khi bn linh li vi mt khch hng c thngxuyn mua hng gii thiu v ccdch v mi ca Viettel, bn butming ni rng y l nhn hiu tt

- Khng nh li vi khch hng dch v caViettel la mt trong nhng dch v tt nhthin ti trn th trng.

- Gii thch cho khch hng hiu vic cnh

tranh gia cc cng ty ngy mt a radch v tt hn l vic din ra hng ngy,


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TTDngcuhi

Cu hit lun


nht trn th trng. Khch hng

kh chu v phn ng gay gt, chorng trc y bn la ng takhi ni rng hng Vin thng A lhng Vin thng tt nht trn thtrng. Bn s ng x ra sao?

v ngi c li l khch hng. Trc y

vin thng A l tt nht, tuy nhin hin ti khc

- a ra cc dn chng chng minh cho dchv ca Viettel l dch v tt

12Tnh

hung

Trong nhm m bn qun l c mtnhn vin lm vic trong mtthi gian kh lu, nhng khng c gni tri so vi mt bng chung canhm. Thi gian gn y, c ta cmt s biu hin l ng trong cngvic v khng hon thnh c ccvic c giao. Vi t cch l ngi

ph trch nhm, bn s lm g trong

tnh hung ny?

- Ni chuyn ring vi nhn vin v tnhhnh cng vic gn y ca c ta, th hincm gic khng hi lng v kt qu c tathc hin (ni chuyn vi trng thi gip

tch cc)

- Tm hiu nguyn nhn v vic khng honthnh nhim v ca nhn vin ny.

- Nu l nguyn nhn ch quan ca nhn vin ngh bn thn khc phc lmtt cng vic.

- Nu nguyn nhn khc, cng vi cc thnhvin khc trong nhm gip nhn vin

ny.- Nu v nhng nguyn nhn khng tch cc,

sau mt thi gian ngh ci thin chtlng cng vic m vn khng tGi kin ln trng phng.

Cu hi phng vn tham kho

- GSM (cu trc h thng, v s , cc knh,phading...)

- K thut chuyn mch (trng chyn mch khnggian, thi gian, u nhcim...)

- Thng tin quang (cu trc si quang, nguyn l...)

- CDMA (so snh)

C.V tr Nhn vin C in

Nhn vin c inthc t m nhn3 mng l: My iu ha ca trmBTS, My

n, Accqui.Lm gi hnh chnh nhng i lc phi lm ngoi gi khi pht sinh sc.


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M t cng vic

- Xy dng k hoch bo tr, bo dng h thng my mc ca chi nhnh, tpon theo nh k.

- Sa cha khc phc cc s c h hng, trc trc k thut ca h thng m ymc khi c pht sinh.

- Phi hp vi cc k s cng nhn k thut chy my khc phc tm ra nhngnguyn nhn s c h hng trong qu trnh vn hnh my.

- Bo tr, sa cha tng i in thoi v h thng cp in thoi, Internet tonh thng,m bo ccthit b vn phng hot ng n nh khng gy khkhn cho cc n v trong cng vic thng tin lin lc ni b, bn ngoi.

- Thit k, sa cha, lp t bo dng h thng in ca chi nhnh, tp on

- Qun l, sa cha, bo dng h thng thit b s dng in khc ca chinhnh, tp on.

Ni dung thi

- Trc nghimIQ: 10 cu - 10 im

- Hiu bit Viettel v X hi: 10 cu - 10 im

- Kin thc chuyn mn: 30 cu - 40 im

- T lun:02 cu - 40 im

Ngn hng cu hi thi

1. L thuyt chung

TTThit

b

L thuyt chungpnNi dung cu hi

Nhn vin c inPhng n tr li

1C

bnBin php nng cao h sCos bng phng php:

A. Nng cao h s Cos t nhin.B. Nng cao h s Cos bng phng php b.

C. Nng cao h s Cos bng cch thay thng c khng ng b lm vic non ti bngng c c cng sut nh hn.

D. Nng cao h s Cos t nhin v h s Cosbng phng php b.

E. Nng cao h s Cos t nhin, h s Cos

bng phng php b v h s Cos bng cchthay th ng c khng ng b lm vic non ti

E


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TTThit

b

L thuyt chungpnNi dung cu hi

Nhn vin c inPhng n tr li

bng ng c c cng sut nh hn.

2C

bnCc phng php bo van ton in

A. Ni t bo vB. Dng cc phng tin bo vC. Ni ng thD. Tt c cc phng n u ng

D

3Dy

dn

Cc phng php lachn dy dn trong thc

t l:

A. Theo iu kin JktB. Theo iu kin pht nngC. Theo iu kin tn hao cng sut

D. Theo iu kin Jkt v pht sngE. Theo iu kin Jkt, pht sng v tn hao cngsut.

D

4C

bn

Chn cu ng: i vion mch R v cundy thun cm L ghp

ni tip th

A. Cng dng in chm pha hn hiu inth mt gc p/2

B. Hiu in th lun nhanh pha hn cng dng in.

C. Hiu in th chm pha hn cng dng

in mt gc p/2D. Hiu in th nhanh pha hn cng dngin mt gc

B

5C

bn

Chn p n ph hp, (I)v (II) l cc mnh :(I) C th o cng hiu dng bng ampe knhit

(II) V phng din tcdng nhit, dng inxoay chiu tng ngvi dng in khng i.

A. Pht biu (I) v (II) u ng, chng ctng ng vi nhau

B. Pht biu (I) v (II) u sai

C. Pht biu (I) v (II) u ng, nhng khngtng ng vi nhau

D. Pht biu I ng, pht biu II sai

A

6Mypht

Chn pht biu ng khini v my pht inxoay chiu ba pha:

A. Phn ng ca my pht in xoay chiu bapha gm ba cun dy ging nhau, t lch nhau120otrn mt vng trn.

B. Phn ng ca my pht in xoay chiu bapha c th l stato hoc roto.

C. Phn ng ca my pht in xoay chiu ba

D
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Cam Nang Thi Tuyen - Phong Van Vao Viettel 2013 Version 1.0S