ROLE PLAY 1
P: Good morning! Long time no see. How have you been?
Q: Everything is OK. How about you?
P: I’m amazing. I’m so happy to see you here. What are you doing here?
Q: Now, I’m working for Vietcom bank. My bank has just offered for
customers a new account which is “e-saver”. That is why I stay here to
find the new customers.
P: What a coincident! So do I. Saccom bank is the bank I’m working for
at the present.
Q: Can you tell me a little bit about your bank’s account?
P: Certainly. That is a “Regular saver” account. If you want to open
account, the minimum is £1. We will offer a telephone/internet banking
services on this theme.
Q: Really? E-saver has those terms, too. Instant access to funds is a
strength which is offered to our customers. Do you think so?
P: Definitely!
Q: But you know, overdraft facility and higher interest rate for higher
balance are not allowed to be offering for our customers.
P: Why? Our Regular account both of terms are allowed. So, you need to
make monthly statement, right?
Q: This is a big different thing between Vietcombank and Saccombank.
In our experiences, it’s hard to get payback from these packages. So, we
needn’t make monthly statement.


P: Oh, I see… Can you tell me how much a minimum deposit each
month in your bank is? This is £500 in my bank.
Q: If you use E-saver account, there is no minimum deposit. And, how
about arrange transaction? Is it available in Regular account?
P: No. We don’t offer it, we just have ATM card which is help people to
get money everywhere easily.

Q: With E-saver you can pay bill payments by online and make many
transactions in the Internet.
P: I think it’s convenient for busy people.
Q: Right! No matter how different the accounts, I believe we just want
to bring the best services for our customers.
P: Yes, E-saver or Regular saver accounts are good! Now, let go to find
new customers.
Q: Ok, Let’s go.


ROLE PLAY 2
A: Hello, I am Trung from Head of Internet Banking. Today, I
want to meet you so that discuss a lot of problems in my bank.
B: Hello Trung, I am Trường from a Head of Retail Operations.
OK, let’s start.
A: I heard that you have some new strategy for our bank in the
near future. Could you tell me more about it?
B: Oh, in the future I would like to open 30 branches because
the bank branches now tend to attract customers by its services.
A: I don’t think so that. Because the use of services at bank
branches is too ordinally. I think that Internet Banking is the best
in near future because we are living in an information
technology.
B: Why do you say about that? I think that go to the bank
branches better because we will more understand with the help
of staff. I will redesign them: making them friendlier, selling
refreshments, opening longer hours and so on.
A: No, in few years, the Internet Banking will dominate the
market. People will only use their internet connection and the
telephone, and cash dispensers, and will hardly ever need to go

into a bank branches. They can find anything they want easily.
B: That’s sounds great. But I see there are some disadvantages to
this strategy. For example the common issues are that the olde
customers will not have access to the Internet Banking.
A: I’m also worried about that. In the near future, I will design
the app to differentiate this situation in the near future.
B: That’s a good idea. So, we will decide use the strategy
Internet Banking in future. OK?
A: OK. I hope we will succeed.
B: Certainly. We will try together.


A: OK. Goodbye.
B: Bye for now.

ROLE PLAY 3
A: Good morning Truong!
B: Good morning Trung!
A: Would you like some tea or coffee?
B: A cup of coffee please!
A: What is your purpose coming here today?
B: I want to dicuss the applications to make a preliminary
recommendation in two case which you knew.
A: OK. We can begin right now.
B: In case 1, this is A start up company manufacturing computer
components which is having unexpected success. That is good start.
A: I agree with you. Its factory is operating 16 hours a day and the
company is producting and selling twice as much as expected. They
have many effort. So, they may achieve success and earn a lot of money.
I believe that they will become potential customer.



B: In the other hand, they have met some problems. It has to pay its
suppliers after 30 days, and its customers only pay after 60 days, so it
has an enormous cash flow problem. It wants to borrow 400,000USD
immediately, and expects to be able to pay back within a year.
A: um… I think we should consider making their loan because they have
met problem of operating cash flow, they may be not able to repay for us
and the loan is repaid very long time.
B: I think so!
A: How about in case 2?
B: That is a film production company. They haven’t made a profitable
film for 3 years. And they need to borrow 2milion to complete a movie
currently in production.
A: What do they have to make credit?
B: They invested 8milion to the film. Without this money the film will
have to be abandoned and 8milion will be lost. And the film features two
actors who have made a lot of successful films in the past. The
likelihood of success film is high. Do you agree with me?
A: Yes, but the loan would be repaid in nine months time when the film
is released, if it is successful. The risk of non-payment becomes big.
Because they won’t repay the loan if the film isn’t successful.
B: I think that the famous actors are the important factors to make the
success of one film. Because audience can be easily attracted by their
like actors. Additional, that is the film which is invest closely.


A: OK, do you agree putting case 2 which should be grant in order of
priority?
B: Yes, I do! So, we need to make a report for our discussion.

A: We will do it after the lunch. That’s enough for now. Good bye!
B: Bye.

ROLE PLAY 4
A: Good morning. How do you feel today?
B: Excellent, thanks. Too short thought…
A: I have a following situation: inflation has increased by 1.25% in three
months, which is haft the country annual inflation target. The economy
seems to be working at full capacity. What do you think typically do?
B: In my opinion, I think the central bank should control interest rate.
On the other hand, they can increase the reserve requirements in order to
reduce the money supply to the market.
A: These are the two most basic measures. I also know that the central
bank will sell foreign currency and gold to commercial banks and issue
bond government.
B: Yes, that’s right. Another situation that demand for consumer goods
has declined for the sixth successive month, and unemployment has


increased by 1.75% in three months. What do you have in mind about
that?
A: Personally, I think aggregate demand fall because people and
business buy less, as they have less money. So, the central bank should
decrease the interest rate to encourage them to lend more money. Isn’t
it?
B: Yes, I agree with you. What’s about unemployment?
A: Same as above, when aggregate demand rises, many business will
reinforce production and require more labour. That led to a reduction in
the unemployment rate. Do you have other idea?
B: In combination with that strategy, the central bank will reduce the

reserve requirement for commercial banks.
A: Oh, no doubt about that.
B: I think we could promptly explain 2 above situations.
A: It’s easy for me.


ROLE PLAY 5
A: Good morning. It’s PQ Bank’s call central. Can I help you?
B: Good morning. I’m Truong. I work for Capper Trading. I have a
couple of export orders coming up, but I’m not sure exactly how I want
to arrange transport, insurance, customs documentation. Could you
explain for me?
A: What exactly do you want to know?
B: I don’t understand the difference between FAS and FOB.
A: Well, perhaps I can clarity them for you. The FAS price includes
transport as far as the port, the buyer pays for loading onto the ship.
B: I’m sorry, I don’t quite understand the buyer pays for loading onto the
ship?


A: It means, your partner must pay the loading fee at the port of
destination.
B: Yes, I see.
A: On the contrary FAS, to FOB term, the seller’s price includes the cost
of loading the goods onto the ship.
B: I have got that. What are the difference between DES and DEQ?
A: DES means “ Delivered Ex Ship “. The seller makes the goods
available to the buyer on board the ship, whereas DEQ means
“Delivered Ex Quay “ that the seller makes the goods available to the
buyer on the quay or wharf, and pays the import duties.

B: What’s term which circumstances the seller is responsible for
arranging and paying for insurance against demage to the goods during
transportation?
A: It’s CIP.
B: Whether DDU and DDP apply in the European Union?
A: Yes, it’s widely used around the world. Do you have any questions?
B: No, it’s enough for me. Thank you very much!
A: My pleasure. Good bye.