Acknowledgements

The internship opportunity I had with Grablingo was a great chance for learning and
professional development. Therefore, I consider myself as a very lucky individual as
I was provided with an opportunity to be a part of it.

I would like to thank my supervisors in this internship, Mr Pham Van Dung and Ms
Huynh Thi Mai Chi, for their devoted assistance. They created the favorable
conditions which gave me and other interns nice opportunities to develop our
knowledge and also our real experiences.

I express my deepest thanks to my instructor, Ms Nguyen Huong Nhai for her

valuable guidance, continuous advice and constant support through out this
internship report. Besides, I would like to express my acknowledgment to all teacher
at Open University.

I am also grateful for having a chance to meet so many wonderful people and
professionals who led me though this internship period. They were always willing to
share their experiences, support me and welcome me with their open arms.

Many thanks for all your help and best regard.

 PHIẾU NHẬN XÉT CỦA GIÁO VIÊN
HƯỚNG DẪN THỰC TẬP

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……….., ngày.…..tháng…....năm……...
XÁC NHẬN CỦA GIÁO VIÊN HƯỚNG DẪN
 Table of Content
Chapter one: Introduction ............................................................................................ 6
1.1 Brief Introduction of Company ...................................................................................... 7
1.2 Product and services ....................................................................................................... 7
1.3 Vision ............................................................................................................................. 8
1.4 Mission ........................................................................................................................... 8
1.5 Organizational structure ................................................................................................ 9
1.6 The job at a glance........................................................................................................ 10

Chapter two: Description of internship ........................................................................ 11

2.1 Participate in Telemarketing skills training course....................................................... 11
2.2 Contact individuals by telephone .................................................................................. 12
2.3 Collect and update call information .............................................................................. 13

Chapter three: Analysis and evaluation ....................................................................... 15

3.1 Lessons and improved skills ......................................................................................... 15
3.2 Evaluation of working productivity .............................................................................. 16
3.3 Disadvantages............................................................................................................... 17

Chapter four: Key business issue ................................................................................. 18

4.1 Conceptual framework ................................................................................................. 18
4.2 Similarity with practice ................................................................................................ 18
4.3 Difference from practice ............................................................................................... 19
4.4 Solution ........................................................................................................................ 19

Chapter five: Conclusion and Recommendations ......................................................... 20

5.1 Conclusion .................................................................................................................... 20
5.2 Recommendations ........................................................................................................ 20
Chapter one

Introduction
English is an international language which is used officially all around the world.
The importance of English cannot be denied. A great number of people in many
countries use it for communication. Knowing English is like having an international
visa. Anywhere in the world English is useful and helpful. The growing demand for
English language learning leads to worldwide trend of studying English and the
developing of English Education. In today’s globalized world, good command of
English is one of top conditions of a developing country like Vietnam in order to
integrate worldwide economy.

As with English inside the formal education system, English outside the formal
educational system in Vietnam has also been developing rapidly. Various English
centers, public and private, have been established and a large number of foreign and
joint venture language schools, language centers of universities, professional
associations, government agencies and private enterprises which teach English and
use it as the medium of communication have been set up throughout Vietnam.
English in Vietnam has been developed faster and the quality of English teaching
and learning has been increasing improved.

In the fast-growing world of the century, online learning is the newest and most
popular form of distance education today. Online learning is catalyzing a
pedagogical shift in how we teach and learn. There is a shift away from top-down
lecturing and passive students to a more interactive, collaborative approach in which
students and instructor co-create the learning process. The Instructor’s role is
changing from the “sage on the stage” to “the guide on the side.”

Learning English online offers a number of advantages compared to learning in the

traditional classroom environment. Students can learn at their own pace and repeat
exercises and lessons to improve their skills as a steady pace. There are many
applications and websites to learn English with videos, records and essays. This
method is little useful to improve speaking skill or communicate skill. Accordingly,
some companies built online English courses to help leaners can improve
communication rapidly even when they stay at home. In the great online English

6
education market, GrabLingo occurred and became one of the best choice for leaner
who finding out effective and convenient way of learning English.

1.1 Brief Introduction of Company

- Name of the company: GrabLingo Private Limited
- Location: 1/1 Hoang Viet Street, 4 Ward, Tân Binh District, Ho Chi Minh
City.
167 Nguyen Ngoc Nai Street, Phuong Mai Ward, Thanh Xuan
District, Ha Noi City.
- Website: www.grablingo.com
- Established date: April 15, 2016

During 3 years of operation, GrabLingo connected over 10,000 students and 1000+
foreign teachers who are well-trained and good teaching experience. GrabLingo’s
online teachers are not only acting as teachers, but also as learners’ friends. That is
the key to the study of English with GrabLingo’s tutors. So we are looking for
enthusiastic tutors

GrabLingo provides a network of English tutors from around the world and students
learning English in Vietnam. With the form of learning a tutor with an online
student, students do not need to move to English centers, you can absolutely stay at
home and learn English online with our tutors.

GrabLingo offers private online English lessons and all lesson is taught through
Skype. You can take classes anywhere, anytime and from any device, such as
computer, smartphone or tablet. Practice conversation every day - That is the best
way to improve your English.

1.2 Product and services

English online One-on-One courses with native English teachers through Skype
application. GrabLingo only provides listening & speaking English courses to help
learners be confident in English communication.

The syllabus is exclusively designed for each learner. It means that we create
leaning program based on English level of learners and their purposes. And to do
that, we have a free test for learners to rate their spoken English ability and have
conversation with them to understand their educational goals. After that we will

7
provide accounts for them to access our website and join their courses. In the course
of studying, we always support learners and be willing to help them exchange
material or teacher if they need.

Normally there are 2 course for learners choose: 6 months course (72 lessons) and a
year course (144 lessons). The learners can study everywhere with an equipment
connected with Internet. They are free to choose lesson time from 6 a.m – 12 p.m to
accord with their time. A lesson lasts an hour.

There is a variety of materials for adults and children. Grablingo use literature of
prestigious universities such as Cambridge, Oxford…There are material not only for
basic communication but also for specialist communication in academic or business,
finance, and so on.

The teachers are foreigners who have many teaching English online experiences,
have teaching certificates and pronounce properly. Besides, they are also friendly,
enthusiasm and conscientious. In case the learner is beginner and want to learn
Vietnamese teacher, we always respond.

1.3 Vision
GrabLingo wants to be the number 1 online English school in Vietnam, help people
increase their listening and speaking reflexes, improve their level and become fluent
in English as a native speaker.

1.4 Mission
GrabLingo is building a web and mobile platform where users can learn English
online One-on-One with native English teachers.

The mission of GrabLingo is to help students communicate more effectively across

English online One-on-One courses with native English teachers.

They want to help students achieve their personal and professional goals by offering
a range of courses designed to improve communication skills. They know that
helping people to communicate more effectively leads to greater personal and
success.

Our teaching is balanced with good accommodation and well-designed leisure

programs, all of which are equally important.

8
1.5 Organizational structure

CEO

Academic Customer
Finance & HR Sales-Marketing Department Service

Sales Marketing

Figure 1. Organizational structure of GrabLingo

CEO –Mr. Nguyen Van Kiet Who leads the development of the company’s short-
and long-term strategy. He creates and implements the company or organization’s
vision and mission.

Finance & HR Department: The function of the department include planning,

organizing, auditing, accounting for and controlling its company's finances. The
department is responsible for hiring and firing employees, training workers,
maintaining interoffice relationships and interpreting employment laws.

Sales-Marketing Department: The department of is responsible for promoting the

products, ideas and mission of the enterprise, finding new customers, reaching out to
those potential clients and making contact and reminding existing customers that
you are in business.

Academic Department: The department evaluates English ability of new leaners,

builds individual study process for learners, helps students choose appropriate
materials and assists native teachers.

9
Customer Service Department: The duties of the department is to answer
questions from customers, acknowledge and resolve customer complaints,
communicate with customers through various channels.

1.6 The job at a glance

The job that I was offered at GrabLingo Private Limited Company was the position
of Intern in Sales-Marketing Department. I worked in Telemarketing aspect. It was 2
month long internship program. Like other members, I also had to work 5 days a
week. Telemarketing is defined as the use of the telephone in assisting with the sales
process.

The following chart shows main responsibility of Telemarketing in Sales process

Approach Understand
Import Data Find potential
customer customer’s
customers
needs

Transfer Data to
Follow-up
Sales Man

Figure 2. Process of Telemarking in Sales Process

10
Chapter two

Description of internship
In a short period of time working as an intern at Telemarking of GrabLingo
Company, I had a chance to join professional work environment. I was given a
Telemarketing skills training course by Sales & Marketing Department, which
helped me to get the necessary knowledge about that area. After that, I adapt to
actual work showed figure bellow

Job tasks Task breakdown

a/calling customers to evaluate the needs to learn English.
1/ contacting b/ introduce English course and some basic information.
individuals by c/ inviting customers do a free English Test.
telephone d/ calling customers who missed the Test last week.
e/ getting new data resources.
a/ Scheduling the Test for customers who need.
2/ collecting and
b/ Gathering information from potential customers.
updating call
c/ Updating call information (connect, unconnect, call again…)
information
d/ Reporting to supervisor daily.

Figure 3. The weekly main tasks

Those kinds of tasks allowed me to take part in Sales & Marketing Department.

2.1 Participate in Telemarketing skills training course

After the interview between supervisors and interns had finish. I was given basic
information about company and its products. On the other hand, I was received more
detailed information about English courses, English teaching method, English
teachers, asked questions from people who have interest in English study to
company and so on.

Then, the other interns and I were taught useful methods to approach our customers.
The important thing is to create a friendly atmosphere with gentle voice because we
use telephone to communication with customers. Moreover, we must show the
attitude that we are always willing to listen, share and help our custom.
Communication skill is the most important request in this part.

11
Moreover, I learnt how to give all necessary information about GrabLingo, the way
to invite custom do a free Test, ways of getting customer information and so on.
Without a thorough knowledge about company and its skill but also a deep
understanding of what we are talking about teaching methods, we will never be able
to impart them to customers.

2.2 Contact individuals by telephone

After training course, the other interns and I began to work. The list of name and
phone number customers were given from Sales Manager. I dialed numbers and
made conversation with customer. Firstly, I had to give some basic information
about GrabLingo - Learn English online One-on-One and introduce English courses.
I needed to create a good impression and made customer believe that GrabLingo
was a reliable English center.

Next, I also had to evaluate the needs to learn English of customers with some of
questions bellow:

- What’s your job?

- How often do you use English in your work?
- How is your English speaking ability?
- How often do you communicate in English?
- How do you feel when talking to foreigner?
- What difficult do you meet when you communicate in English?
- Do you want to improve your listening and speaking English skills?
- What is your purpose of learning English? (For study, business, travel,
hobbies and so on)
- Do you want to practice with Foreigner?
- Do you want to learn one-on- one or learn in a group?

Lastly, my task is to convince custom to do a free Test which evaluate English level
of custom. This Test consists of questions from basic to advance and last about 5-10
minutes. Tester will call custom in the time which booked in advance, custom listen
and answer questions.

12
2.3 Collect and update call information
After every call, I had to update call status, and extra information about customs and
the time I made calls. This follow table is example

Database is in advance I had to update

Name Number Status Test Note

phone Connect Not Booked No (time, extra
connect Booked information)
(reason) (reason)
Nguyen 0908123786 Wrong 8:00 – wrong
Van Anh number number
Pham Thi 0973930354 connect No need 8:05- Ms. B is fluent
Nhung in English, no need
to improve
Trinh 012378953 connect booked 8:15 – Mr. Nam
Van Nam works in
technology, has
level of beginner
Nguyen 0982097472 connect busy 8:30- Ms. Tien is
Thi Tien busy at that time,
call latter tomorrow
Duong 0973947921 connect booked 9:00- Ms. Hien is an
Thu Hien office worker. She
needs improve
English for study
abroad in next year.
She can get basic
conversation in
English.
… … … … … … …

Figure 4. Table of updating call information

13
We also had to access the booking system of company to schedule the Test for
customer who has demand. I had to sure that information are filled out correctly on
system in order to transfer to Testers easily. This task is showed in the images below.

Figure 5. Updating potential customer’s information on system.

Moreover, I had to send email to thank customers who did the Test. Sometime, some
customers dropped the calls from Testers and missed the Test so I need to contact
them again in order to schedule for them another Test. Eventually, I also had to
report to my manager every day.

14
Chapter three

Analysis and evaluation

This internship gave me a lot of useful lessons and interesting experience. In order
to check myself after two months working as an intern in Telemarketing Executive
of GrabLingo, I made an evaluation below.

3.1 Lessons and improved skills

I had an opportunity to learn about the work of a consultant and factors deciding
success in consultancy. Besides, during the internship period I have learned a lot of
things and draw on experiences.

First one is to approach and communicate with clients over phone. As I worked as a
Telemarketing Executive so I had to have some ideas about how to approach
customers with prospects over telephone with a very gentle and softness manner. I
learned how to communicate with new clients over phone with good manner. And
my communication skill improved considerably compared to what it was. Moreover,
promoting good relation with clients is another important matter in selling products.
In that case I learned how to make good relation with new and existing clients as
well as follow up customers.

Next one is to convince clients and handle tough situation. It is not an easy task to
convince clients in any ways. However achieved some ideas regarding convince
clients as far tried to learn how to make them convinced. I learned by working there
that how to deal positive and also negative clients as well. Sometimes it became
really difficult to deal negative clients. As a Telemarketing Executive sometimes I
had to face some odd situation as sometimes calls became annoying to customers.
So I had to face those strongly and need to handle easily. And a quick mind and
solving problems ability is useful in this part. In fact that I can practice these skills
through progress of working.

Last but not least, I learnt to work in a team and maintain general rules. As
Telemarketing Executive is under the department of Marketing and Sales, I have a
opportunity to work as a member who shoulder responsibilities for the team process.
So I can find that it is very important to work together to promote the team
successfully. And I also learned how to maintain the general rules and regulation of
an organizational company.

15
3.2 Evaluation of working productivity
In a period of Internship time, I had chance to apply my knowledge about
communication and persuading skills in practice. I tried my best to use them to
express what I have to impart to my customer. Moreover, throughout the role-play I
was able to test myself in case the job asked me to contact with varied types of
custom. I found that it was so interesting when I could communication with many
people every day without meeting. I could heard many different voice from
customers and talk to them although I didn’t know who they were. Sometimes I felt
happy when a customer was willing to open up and we talked together like we had
known. I provided them information, answered their questions and gave them some
advices. At that time I considered myself helpful.

During the working period in GrabLingo, I had many advantages. The working
environment was professional and friendly. I felt comfortable because my
colleagues were sociable, cheerful and enthusiastic. Next, I was given a work
overview and a training course before I worked in actual practice. This helped me
understand clearly what I had to do and how to do. Besides, my manager usually
supported me and responded immediately all my questions. So I could maintain
work productivity as well.

Thanks to these above, generally I accomplished assigned works. My daily main

task was to connect at least 20 calls and invite at least 5 customers who accepted to
do free test. I even did better, thereby the number of leaners increased. The
particular evidence showed evaluation of working process during my Intern period
is bellow figures.

Week Call Completed Test Scheduled Learner Real

Target Call Target Test Target Learner
1 100 120 25 28 12 14
2 100 115 25 26 12 13
3 100 100 25 26 12 14
4 100 98 25 24 12 12
5 100 125 25 27 12 16
6 100 95 25 25 12 15
7 100 110 25 26 12 16
8 100 135 25 29 12 18
800 898 200 211 96 118
Figure 6. Data of my working performance

16
3.3 Disadvantages
Although there were many advantages in order to be as effective as possible in work,
some disadvantages were inevitable.

Firstly, this was the first time I had work in an office environment so I met some
difficulties about adapting to working environment. I had to work 8 hours each day
which I had not done before. As a freshman, sometimes I was under pressures
because of a huge workload. I had to get targets that my manager had set and
occasionally I could not approach them although I had tried my best.

Besides, the databases I received was not a potential databases because almost
customer lists did not know about GrabLingo and online English. Moreover, I
worked in office hours and so did many customers. This was not convenient for
making conversation over phone; therefore, they refused to listen me. In some
instance, databases were wrong so I could not connect to customs and approach
them.

In spite the fact that I am confident in speaking, impatience is still one of my

disadvantages. I’m afraid of talking to people who are too hard to please or impolite.
I’m also afraid of coming to terms with their hard questions. It is difficult for me to
remain cool and calm at that time. Although impatience is one of my biggest
disadvantages, I believe that I can change myself to become better.

17
Chapter 4

Key business issue

4.1 Conceptual framework
Marketing concept is a vital tool in determining achievement or failure of
organizations. Telemarketing is a one major source of marketing of organizations’
goods and services. Sciffman (2003) states that organizations mostly use the
telemarketing strategy to woo potential clients as well as retain their loyal clients.
Telemarketing is a direct market technique for selling goods and services, making
appointments, and generating sales leads over the telephone.

The two major categories of telemarketing are business-to-business and business-to-

consumer.

The act of telemarketing can divided into four subcategories:

 Outbound Customer prospects and existing customers are actively reached

out to.
 Inbound: Based on inbound inquiries about products or services as prompted
by advertising or sales efforts.
 Lead generation: The collection of intelligence about the profiles, interest and
demographic data of potential customers.
 Sales: The persuasive activity engaged in by salespeople.

Telemarketing may entail a variety of activities, such as surveying, appointment-

setting, telesales, database maintenance and cleaning, and providing a call to action
(Kenton, 2018).

The main benefit of using telemarketing to promote your business is that it allows
you to immediately gauge your customer's level of interest in your product or
service.

4.2 Similarity with practice

After having a chance to work as Telemarketing Executive, I can see that
Telemarketing is an important element in Sales Process. It is easy to get to
customers and it is cost effective if done successfully.

18
One of the advantages of telemarketing is that Company can reach more customers
over the phone more easily than in person or by going door-to-door. Moreover,
company could potentially reach people on a national and global scale instead of just
locally. Another advantage of telemarketing is that it is more cost effective than
performing direct sales. It makes selling more efficient because you can get more
selling done in less time. The results of telemarketing are highly measurable, so you
can keep track of its cost effectiveness. Because Telemarketing is a good way to
approach customers, Sales process become more effective; therefore, company’s
revenue also increase.

4.3 Difference from practice

In particular, there can be as many negatives using telemarketing as there are
positives. During internship period, I worked as Telemarketer and I considered that
Telemarketing has a negative image that could damage company business'
reputation - if carried out poorly. In case the customer hasn’t known about company
before, the first impression is so important. If the telemarketer doesn’t answer
clearly questions or communicated without a good attitude, the customer has no
faith in company. It effect directly to Sales process and company reputation. And
actually, not everyone wants to answer Telemarketing calls and listen Telemarketer.
Some customers feel be annoyed by Telemarketing calls, their attitudes are not good.
So when the Telemarketers say the company’s name, the customers will have no
care attitude even a negative though.

4.4 Solution
Telemarketing is a very common form of marketing companies use to connect with
potential customers of their products or services. Now the key question for the
company is how to improve efficiency of Telemarketing.

Organizations have trained their live agents on the importance of getting straight to
the point during calls to prospective clients or customers (Schneider, 1985). In
particular work of Telemarketing, I agree that a training course for Telemarketers is
necessary. The best telemarketers know their products and can answer detailed
questions about them. They complete extra training courses and know how to keep
an upbeat attitude while on the phone. Besides, the company may need to prepare a
well-written script.

I think Telemarketing plays an important role in business operation so the company

should focus on this element to improve its effectiveness.

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Chapter 5

Conclusion and Recommendations

5.1 Conclusion
I realize that gaining practical experience has an importance as learning lessons from
the book. During the internship period in GrabLingo there was an opportunity to use
my knowledge and skills practically which I have gained during my academic study
as well as gained and experienced different new skills of the job. It also helped to
learn about the real Telemarketing sector’s activities in a star-up company. I had a
chance to join professional work environment. I was given a Telemarketing skills
training course by Sales & Marketing Department, which helped me to get the
necessary knowledge about that area.

During internship period, I can adapt knowledge I gained in my classroom training

at Ho Chi Minh Open University. It also prepared for me many skills like computer
skill, teamwork skill and so on. The course was most helpful for me on this job is
basic Marketing. It gave the background of Marketing so I was apprenticed easily.

The internship is like a big test for me to find out all my strengths and weakness I
have got so far. Thanks to it, now I know what I should do to better the essential
skills for my future career. I have the advantage in communication and persuading
skills and now they have already been improved more. In addition, it also brought
me more good relations in work and nice friends in life. I was supported by all my
colleagues and supervisors. I learned from them the seriousness and dedication to
work as well as the enthusiasm and friendliness.

I felt satisfied with this internship since I tried my best to complete all tasks I was
given.

5.2 Recommendations
Learning and practice must go together, especially for university and college
students. Because there is always a big distance between the theories provided in
school and the application in reality; so I recommend that the university needs to
organize visits and short internships at companies for students have overview of
working environment. The more a student practices, the easier for him to assimilate
working environment and overcome obstacles at the beginning of his career in
20
future. Besides, I hope my university will give student more soft skills lessons
because they are required in every business.

As per earnest observation, I give some suggestions for improvement of

Telemarketing Process in Grablingo. They may use any software regarding
telemarketing as well as keep record instead of going manual system. The company
may need to prepare a well-written script in order to get more effectiveness in
Telemarketing process. Their Information system should be stronger. They should
have well organized customer database. Employees should be rewarded according to
their performance to motivate them. I think that long term training is required for the
employees to have better quality service.

The internship is a big challenge for student; however, I think everyone can
overcome it and get good achievement if try as best as you can to work on all the
tasks assigned by the company. When I was assigned to task, sometimes it could be
familiar and easy for me; but sometimes it could be totally strange and difficult. If I
am in the second case, what I should do is to try all my best to accomplish my task
and ask a help if need. The important thing here is not only these task’s results but
also my working attitude. Besides, I need to build relations with colleagues. Good
relations can bring you more than what I expected. Since the colleagues in company
have wider knowledge than me, especially they have a lot of experiences working in
the environment which I am taking my internship; learning from them is never
unnecessary. I also should make myself a sensible schedule to ensure that I can
finish my task at company and my report for the internship at the same time.

21
REFERENCE

www.grablingo.com

Sciffman (2003) Customer Behavior

Kenton, W (2018) Telemarketing. Retrieved from

https://www.investopedia.com/terms/t/telemarketing.asp

Essays, UK. (November 2018). Current Practices In Telemarketing. Retrieved from

https://www.ukessays.com/essays/marketing/current-practices-in-telemarketing-
marketing-essay.php?vref=1

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