20.500.12556/DKUM-16364 MANAGEMENTSKI VIDIKI ZADOVOLJSTVA KUPCEV MANAGEMENT ASPECT OF THE SATISFACTION OF CUSTOMERS Bodimo profesionalci v komuniciranju in se obnašajmo tako tudi takrat, ko imamo za sogovornika težavne stranke, kot so: vzvišena, nezaupljiva, jezna, klepetava, neotesana ali tiha stranka. Te stranke predstavljajo za nas poseben izziv in ko bomo z njimi uspeli doseči znosno ali celo prijetno klimo, potem smo res že pravi mojstri komuniciranja. Sprejeti pa moramo tudi možnost, da kljub temu, da včasih storimo vse, kar je v naši moči, doživimo zavrnitev, morda tudi več zapored. Take zavrnitve nas ne smejo prehitro spraviti v obup. Vseh strank pač ne moremo pridobiti, zato moramo pokončno sprejeti tudi kakšen poraz. Zato šele ko vemo, da smo naredili za stranko vse, kar je bilo v določeni prodajni situaciji v naši moči, lahko pričakujemo njeno pravo zadovoljstvo. Kot kažejo izkušnje, so naše stranke v vse večji poplavi vse boljših konkurentov vse bolj zahtevne glede lastnosti, ki naj bi jih v prodajalnah imelo prodajno osebje. Komunikativnost je resda nujno zlo, a še zdaleč ne vse to, kar stranke od prodajalcev pričakujejo in zahtevajo. In ker je stranka v trgovini vedno na prvem mestu, je potrebno zagotoviti, da dobi skoraj vse, če ne že vse, kar pričakuje. Le tedaj bo stranka od nas odšla zadovoljna, kar pa je za nas lahko zagotovilo, da se bo še vrnila k nam. Morda pa tudi ustno naprej prenesla priporočilo obiska naše trgovine kakemu kupcu, kar bi za nas pomenilo možnost pridobitve novega kupca, ki bi ob pravilnem ravnanju ob njegovih obiskih lahko sčasoma postal naša stalna stranka. In communication it is essential to act in a professional way, even when the customers are difficult, arrogant, distrustful, angry, gossipy, rude or unresponsive. Such customers should be considered a special challenge and once we manage to establish an adequate or even an agreeable climate then we may regard ourselves as real masters of communication. Of course we also have to accept the possibility that in spite of doing one’s best we may sometimes experience setbacks, perhaps even on successive occasions. However such setbacks should not make us feel hopeless. As it is impossible to gain every single customer we have no other choice than to accept occasional failure with composure. Therefore, the customer’s full satisfaction can only be expected once we have done everything in our power within a specific sales situation. Experience shows that in a steadily increasing flood of increasingly better competitors today’s customers have become more demanding as far as the qualities and properties of the sales personnel are concerned. Communication skills are definitely a necessary evil but certainly by far not the only thing a customer expects and demands from a salesperson. And as the customer is always right it is necessary to make sure that he/she gets the most he/she expects. Only then will the customer be fully satisfied and this might mean that he/she will come back again. Perhaps even, he/she will give an oral recommendation about our shop to another customer and this again could lead to the possibility of gaining a new customer and in the long run even a regular customer. prodaja kupec prodajalec zadovoljstvo strank sale customer seller customers satisfaction true true false [A. Zorec] Slovenski jezik Angleški jezik Diplomsko delo 2010-10-13 09:34:21 2010-12-09 11:49:14 2022-04-13 08:06:10 2023-12-20 03:30:16 2010 0 Jurovski Dol 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 10469916 URN:SI:UM:DK:MWIPHMLJ VS_Zorec_Andreja_2010.pdf VS_Zorec_Andreja_2010.pdf 1 F18E6210764BE587ABAD0F3F56D8E0CE 1b821a7eafb34b51c2bcf4100899b6a0e767b3dcf5d22c74d3a3262d85e5b8d2 a19ea253-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/cfba0f4c-902a-4d2e-b60f-d418f6aa8b5c https://dk.um.si/Dokument.php?lang=slv&id=18519 Ekonomsko-poslovna fakulteta 0 0 0