20.500.12556/DKUM-73936 Verbalno in neverbalno komuniciranje zaposlenega v trgovini na drobno Verbal and non-verbal communication of an employee in retail V diplomskem projektu obširno obravnavamo komunikacijo in uporabo le-te v prodajnem procesu. Raziskujemo njeno vlogo v odnosu med prodajalcem in kupcem ter pomen neverbalnih elementov v njuni interakciji. Vemo, da ljudje prilagajamo svojo komunikacijo in vedenje glede na verbalno in neverbalno komunikacijo naših sogovornikov, kot dodatno metodo analiziranja značaja osebe pa smo raziskali zaznavne tipe osebnosti in poznavanje le-teh med prodajalci. Menimo, da poznavanje osnov zaznavnih tipov pripomore k ustreznejšemu pristopu prodajalca do kupca ter posledično zvišuje raven učinkovitosti prodajnega procesa. Z nekaj teoretične podlage je značilnosti zaznavnih tipov moč hitro prepoznati, a v raziskovalnem delu diplomskega projekta spoznamo, da prodajni proces teče prehitro, da bi podajalec lahko te značilnosti iskal in analiziral ob kupčevi prisotnosti v trgovini. Sklepe o visoki ravni pomembnosti neverbalne komunikacije prodajalca in njene usklajenosti z besednimi sporočili pa lahko po izvedeni raziskavi z gotovostjo potrdimo. In the paper, we extensively discuss communication and its use in sales process. We explore the role it plays in the seller-buyer relationship and the importance of non-verbal elements in their interaction. We already know that people adjust their communication and behaviour according to verbal and non-verbal communication of their interlocutors, but as an additional method for analysing the character of a person we also investigate the sensory types of a personality and the knowledge about these among the sellers. We believe that basic knowledge of sensory types contributes to a more suitable seller-buyer approach, and consequently increases the level of sales process efficiency. With some theoretical background, the characteristics of the sensory types can be quickly recognized, but in the research part of the paper we realize that sales process runs too fast for the seller to be able to recognize and analyse these characteristics of a buyer present in the store. After the conducted research in the paper, conclusions on the high level of importance of the seller`s non-verbal communication and its compliance with verbal messages can be confirmed with certainty. komunikacija neverbalna komunikacija trgovina na drobno odnos zaznavni tipi Communication non-verbal communication retail relationship sensory types true true false [T. Kramberger] Slovenski jezik Angleški jezik Delo diplomskega projekta/projektno delo 2019-07-03 23:53:59 2019-12-09 12:44:52 2022-08-09 07:48:46 2019-12-10 07:56:43 2019 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 316.77 13483548 URN:SI:UM:DK:OWYTSPSD UN_Kramberger_Tina_2019.pdf UN_Kramberger_Tina_2019.pdf 1 C1EB0BBB9C9341A5CBEC198A0EA13751 ef7fbd678b0fe4d6f168c423fe4bb47e708b2e7eaf50dfcb5715e6b872447c37 7d6b795a-7c07-11eb-bb7a-00155d0001ca 20.500.12556/dkum/79d013e8-96f3-4d68-8cd9-b2b009955b5d https://dk.um.si/Dokument.php?lang=slv&id=135683 Ekonomsko-poslovna fakulteta 0 0 0