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undergraduate thesis
OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA
Završni rad
2021. urn:nbn:hr:145:739556
Veber, Hrvoje
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Chair of Marketing

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Veber, H. (2021). OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA : Završni rad (Undergraduate thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:739556

Veber, Hrvoje. "OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA : Završni rad." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2021. https://urn.nsk.hr/urn:nbn:hr:145:739556

Veber, Hrvoje. "OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA : Završni rad." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2021. https://urn.nsk.hr/urn:nbn:hr:145:739556

Veber, H. (2021). 'OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA : Završni rad', Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 22 November 2024, https://urn.nsk.hr/urn:nbn:hr:145:739556

Veber H. OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA : Završni rad [Undergraduate thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2021 [cited 2024 November 22] Available at: https://urn.nsk.hr/urn:nbn:hr:145:739556

H. Veber, "OPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA : Završni rad", Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2021. Available at: https://urn.nsk.hr/urn:nbn:hr:145:739556

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Metadata
TitleOPERATIVNI PROCES PRODAJE I USLUGE KUPCIMA : Završni rad
Title (english)OPERATIONAL PROCESS OF SALES AND CUSTOMER SERVICES : Final paper
AuthorHrvoje Veber
MentorAleksandar Erceg (mentor)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
(Chair of Marketing)
Osijek
Defense date and country2021-09-03, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
Završnim radom iz kolegija Nabavno i prodajno poslovanje razmatra se operativni proces prodaje i usluge kupcima. Cilj radaje analizirati sami proces prodaje i ulogu svih činitelja u procesu prodaje i pružanja usluga. Prodajni proces se po osnovnoj podjeli sastoji od 6 faza, od kojih je svaka detaljno objašnjena. Teorijska podloga daje opis povijesnog razvoja, zadaća i aktivnosti prodaje, uspoređuje se suvremeni i tradicionalni pristup pristup prodaji. Prodaja se može klasificirati na više razina, neke od njih su prodaja usluga, prodaja trgovcima na malo, prodaja krajnjim potrošačima i prodaja na međunarodnom tržištu. Kod obilježja uspješnih prodavača, koja se ne tiču samo intrinzičnih karakteristika, već su proširene i na eksterne parametre (kao što su načini odijevanja i izražavanja),objašnjen je i pojam prodavača. Uspješan prodavač zna pronaći i segmentirati kupca te zadobiti i održati njegovo povjerenje. Odnos s kupcima je najvažniji element u procesu prodaje i usluge kupcima uz sve gore navedene čimbenike. Kako bi se u potpunosti shvatio proces prodaje, odabrano je poduzeće, odnosno restoran SportHouse, te su na njegovom primjeru opisane faze prodajnog procesa. Dodatno su dane i sugestije kojima se može potaknuti angažman potrošača te povećati baza kupaca.
Abstract (english)
The final thesis written for the Purchasing and Sales Operations Course considers the operational process of sales and customer service management. The aim of this paper is to analyze the sales process itself and the role of all factors in the sales and service delivery process. According to the basic division, the sales process consists of 6 phases, each of which is explained in detail. The theoretical basis provides a description of the historical development, tasks and activities of sales, compares the modern and traditional approach to sales. Sales can be classified into several levels, some of which are sales of services, sales to retailers, sales to end consumers, and sales in the international market. With the characteristics of successful salespeople, which do not only concern intrinsic characteristics, but are also extended to external parameters (such as ways of dressing and language use), the term salesperson is also explained. A successful salesperson knows how to find and segment a customer, and gain and maintain his trust. Customer relationship is the most important element in the sales process and customer service along with all the above factors. In order to fully understand the sales process, the company i.e., restaurant SportHouse was selected, and the stages of the sales process are described on its example. Additionally, suggestions are given that can encourage consumer engagement and increase the customer base.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:739556
Study programmeTitle: Marketing
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2022-05-18 11:03:29