20.500.12556/DKUM-44963 SKRIVNO NAKUPOVANJE KOT ELEMENT ZA IZBOLJŠANJE UČINKOVITOSTI PRODAJNEGA OSEBJA V PODJETJU X MYSTERY SHOPPING AS A COMPONENT FOR IMPROVING THE EFFICIENCY OF SALES PERSONNEL IN THE COMPANY X Prodajno osebje je eden od temeljev vsakega podjetja. Je prvi stik s potencialnim odjemalcem. Velikokrat se le-ti odločijo za izbrano podjetje na podlagi predstavljene ponudbe s strani prodajnega osebja. Le dobro izobraženo in usposobljeno prodajno osebje pa bo kos še tako zahtevnemu odjemalcu. V kolikor želimo biti na tržišču konkurenčni, moramo svoje prodajno osebje na primeren način voditi, izobraževati in usposabljati. Prodajnemu osebju moramo dati možnost, da svoje znanje izpopolni. V ta namen se veliko podjetij odloča za različne tehnike in metode izobraževanja in usposabljanja, ki so sestavljene na podlagi predhodnega merjenja učinkovitosti. Znanje prodajnega osebja lahko merimo na veliko načinov. Dober pokazatelj znanja je t. i. Mystery shopping (skrivno nakupovanje), ki se izvaja na zahtevo podjetja. Podjetje poda želen scenarij, s pomočjo katerega skriti kupci preverjajo znanje prodajnega osebja. Z rezultati skritega nakupovanja seznanijo vodje prodajnega osebja in na podlagi teh rezultatov se izvajajo različne metode izobraževanja in usposabljanja. Sales personnel are one of the basis of every company. They are the first contact with a potential consumer. A lot of times clients decide on a chosen company based on the offer presented by the sales personnel. Only well-educated and qualified sales personnel can deal even with the most demanding consumer. If we want to be competitive on the market, we must adequately lead our company, educate and train our staff. Sales personnel must have the opportunity to enhance their knowledge. For this purpose, a lot of companies decide on different techniques and methods of education and training that are combined on the basis of previously measured efficiency. Sales personnel knowledge can be measured in many ways. A good indicator of knowledge is the so-called mystery shopping that is being conducted on the demand of the company. The wanted scenario is being given by the company and with the help of this scenario the mystery shoppers examine the knowledge of the sales personnel. The results of mystery shopping are presented to the leaders of the company and based on these results different methods of education and training are being conducted. izobraževanje usposabljanje motiviranost skrivno nakupovanje uspešnost učinkovitost. education training motivation mystery shopping performance efficiency. true true false [N. Vogrin] Slovenski jezik Angleški jezik Magistrsko delo/naloga 2014-07-09 19:12:17 2014-10-07 13:53:29 2022-05-14 03:06:46 2021-05-02 03:10:50 2014 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 11798812 URN:SI:UM:DK:CZEPQBLS MAG_Vogrin_Nina_2014.pdf MAG_Vogrin_Nina_2014.pdf 1 191CD31AE61B53BB6C4988565A8741EF 36fac1c08afd9aeed5c4a1cdd55f065f50e3493aba3cc0e8cf295c266a2d011a 3ce49990-7c0b-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=67274 Ekonomsko-poslovna fakulteta 0 0 0