PERFORMANCE INDICATORS BUSINESS ADMINISTRATION CORE

Front

Discuss the nature of debtor-creditor relationships

Back

A creditor (chủ nợ) is an entity to whom the money is owed. A debtor (con nợ) is an entity that owes the money to the creditor. Debtor-creditor relationships may be either voluntary or involuntary.

Front

Explain types of business ownership

Back

A business is a legally recognized organization designed to provide goods and/or services to customers. Some types of business ownerships are: Sole trader, partnerships, Limited Liability Company (Public / Private), and more...

Front

Describe the impact of a person's social media brand on the achievement of organizational objectives

Back

Social media can improve the public image of a person and allow them to connect with customers and advertise/market more effectively.

Front

Explain the nature of staff communication

Back

Staff communication comes in many forms. Upward communication is from an employee to a boss (nhân viên --> sếp). Downward is from higher ups to employees (sếp --> nhân viên). Horizontal is between two people in the same hierarchical level of a company (đồng nghiệp <--> đồng nghiệp). The grapevine is the circulation of rumors (mạng lưới tin đồn). Diagonal is between different departments of a company (phòng ban khác nhau).

Front

Choose and use appropriate channel for workplace communication

Back

In person meeting, encrypted email and messaging, or a small letter or informal note (only use with horizontal communication, since you should be more formal with a manager)

Front

Explain the nature of positive customer relations

Back

Positive customer relations include establishing a bond with customers, making sure that their problems are taken care of, and provide a pleasing environment (if you have a shop, make sure that your employees are helpful and smile; if you are a customer service representative, be polite and respectful, etc.).

Front

Demonstrate a customer service mindset

Back

Positive customer interactions > negative, negative customer interactions = opportunities to learn even more about the customers' needs and expectations, create opportunities for customer contact

Front

Identify company's brand promise

Back

Company’s slogan reflects mindset expected of employees.

A brand includes names, symbols, or designs that make a product stand out and show its value and benefits.

Using the slogan well helps with recognition, customer loyalty, and quality.

Brand promise --> express slogans and purpose through employee behaviour and customer experience to keep a strong, positive image.

Front

Determine ways of reinforcing the company's image through employee performance

Back

• Suggestion selling (offering extras to improve the customer’s experience)

• Fast and careful order handling (including returns and refunds)

• Strong selling skills (friendly greetings, helpful comments, polite goodbyes)

• Thank the customer

• Keep promises

• Follow up to check satisfaction

Handle complaints and questions quickly and with care to keep good customer relationships.

Front

Discuss the nature of customer relationship management

Back

Customer relationship management involves finding customers and keeping them satisfied through a variety of means. It is useful for developing and maintaining customer relationships. The sharing of customer information among businesses has led to privacy issues. The government has regulations protecting the privacy of consumers.