Home > Society & social sciences > Education > History of education > Konzeption, Durchführung und Evaluation einer Verkaufsschulung zur Steigerung der Kundenorientierung: Dargestellt an einem mittelständischen Familienbetrieb der Schmuckbranche
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Konzeption, Durchführung und Evaluation einer Verkaufsschulung zur Steigerung der Kundenorientierung: Dargestellt an einem mittelständischen Familienbetrieb der Schmuckbranche

Konzeption, Durchführung und Evaluation einer Verkaufsschulung zur Steigerung der Kundenorientierung: Dargestellt an einem mittelständischen Familienbetrieb der Schmuckbranche

          
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About the Book

Inhaltsangabe: Zusammenfassung: Die immer größer werdende Konkurrenz, die Wandlung des Verkäufermarktes zum Käufermarkt sowie die immer größer werdende Auswahl an gleichartigen Produkten zwingt die Unternehmen sich durch verschiedenste Arten der Differenzierung von den Wettbewerbern abzusetzen. Dabei gewinnt auch die Thematik der Kundenorientierung immer mehr an Bedeutung. Untersuchungen des „Deutschen Kundenbarometers" haben gezeigt, dass der Käufer seine Kaufentscheidungen inzwischen immer mehr von der persönlichen Beziehung und der Sympathie zum Verkäufer abhängig macht. Nicht mehr vorrangig produktgebundene, sondern immer mehr personengebundene Leistungen wie Beratungskompetenz, Freundlichkeit, Flexibilität, Kommunikations- und Reklamationsbereitschaft bestimmen heute den Unternehmenserfolg. Die Schnittstelle des Unternehmens zum Kunden ist meistens der Verkäufer oder Vertriebsmitarbeiter. Diese Mitarbeiter und ihr Verhalten den Kunden gegenüber sind neben dem Produkt folglich schwerpunktmäßig für die Kaufentscheidungen verantwortlich. Gerade aus diesem Grund ist es für Unternehmen unbedingt notwendig, sich die Ressource Mitarbeiter zu Nutzen zu machen, indem man ihn in Hinblick auf Kundenorientierung schult und weiterentwickelt. Der Begriff Kundenorientierung birgt wesentlich mehr in sich, als die reine Fähigkeit „gut" zu Verkaufen. Hier sollen, im Gegensatz zum gewinnorientierten Verkauf, die Bedürfnisse des Kunden genau analysiert und auf das Verkaufsgespräch und das zu verkaufende Produkt übertragen werden. Dabei sollen Themen wie individuelle Argumentation, aktives Zuhören und kreative Arten der Problemlösung keine reinen Schlagwörter sein. Ziel dieser Arbeit ist es, durch das konzipierte Verkaufstraining „Steigerung der Kundenorientierung" in der Firma Schmuck-Depot eine Verbesserung der kundenorientierten Beratungskompetenzen der Mitarbeiter zu erreichen. Zunächst soll diese Diplomarbeit exemplarisch aufzeigen, welche Thematiken ein Training zur Stei


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Product Details
  • ISBN-13: 9783838674551
  • Publisher: Diplom.de
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 10 mm
  • Weight: 231 gr
  • ISBN-10: 3838674553
  • Publisher Date: 20 Nov 2003
  • Height: 210 mm
  • No of Pages: 168
  • Series Title: German
  • Sub Title: Dargestellt an einem mittelständischen Familienbetrieb der Schmuckbranche
  • Width: 148 mm


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Konzeption, Durchführung und Evaluation einer Verkaufsschulung zur Steigerung der Kundenorientierung: Dargestellt an einem mittelständischen Familienbetrieb der Schmuckbranche
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