SALES CONSULTANTS COMMUNICATION FOR BUSINESS USERS IN SI.MOBIL D.D.

Komunikacija je del našega vsakdanjika. Med drugim omogoča poslovne odnose med ljudmi. Komunikacija so naši osebni odnosi, ki izhajajo iz nas in so namenjeni drugim. Da bolje spoznavamo sebe lahko opazujemo kako komuniciramo z različnimi ljudmi in v različnih situacijah. V diplomskem delu smo se osredotočili na prodajne svetovalce v podjetju Si.mobil d. d., ki se ukvarjajo s prodajo produktov in storitev mobilne telefonije ter skrbništvom poslovnih uporabnikov. Ugotovili smo ali je komunikacija prodajnih svetovalcev ustrezna, kje so potrebne izboljšave in katere vrste izobraževanj bi pripomogle k boljši komunikaciji. Cilj diplomske naloge je opredeliti pomen komuniciranja prodajnih svetovalcev in ugotoviti ustreznost komunikacije s poslovnimi strankami. Diplomsko delo je sestavljeno iz dveh delov, teoretičnega in raziskovalnega. V teoretičnem delu smo predstavili ključne faze in elemente komuniciranja ter kako se teoretična spoznanja prenesejo na dejansko izvedbo v poslovnem komuniciranju. V raziskovalnem delu smo ugotovili zadovoljstvo strank s prodajnimi svetovalci, ki skrbijo za njih. Za zbiranje podatkov in ugotavljanje obstoječega stanja smo kot instrument raziskovanja uporabili anketo. Anketirali smo prodajne svetovalce in stranke, za katere skrbijo. Ugotovili smo, da prodajalci poznajo temeljne osnove poslovne prodaje, saj s poslovnimi partnerji uporabljajo pravilne in primerne oblike komunikacije. Poslovni uporabniki so zadovoljni s komunikacijo svojih skrbnikov in s celotnim skrbništvom, ki ga prodajni predstavniki opravljajo. Odnos prodajnega svetovalca je do strank korekten, profesionalen in pozitiven. Stranke gradijo zaupanje do svojih svetovalcev in posledično do operaterja. Nekateri svetovalci se zaradi pomanjkanja časa premalo posvečajo določenim elementov v fazi prodajnega procesa. Pomanjkanje časa je preobremenjenost in skrb za preveliko število poslovnih uporabnikov.Communication is part of our every day life. Among other things, it also enables business contacts among people. Our personal relationships, which come from us and are intended to others, are also a form of communication. The way we communicate with different people in various situations helps us get to know ourselves better. This thesis focuses on sales representatives in the Si.mobil d.d. company who deal with product sales and mobile telephoning services as well as those taking care of business users. We determined whether the communication of sales representative was suitable, which areas require improvement and which kinds of training would contribute to better communication. The aim of the thesis was to define the meaning of sales representative communication and determine the efficacy of communication with business customers. The thesis comprises two parts, a theoretical and a research part. The theoretical part includes the presentation of key stages and elements of communicating. We were also interested in how the theoretical knowledge transfers to actual implementation in business communication. The research part establishes customer satisfaction with the sales representatives who are responsible for the customers. A questionnaire was the research instrument used for data collection and to establish the existing situation. We questioned sales representatives and the customers they were responsible for. We determined that sellers know the basics of sales as they use correct and suitable forms of communication with their business partners. Business users are satisfied with the communication of their contact people in Si.mobil as well as with the whole service provided by the sales representatives. The relationship of the sales consultant to customers is correct, professional and positive. Customers are builded confidence in their advisers and subsequently to the operator. Some advisers are due to lack of time devoted to certain items under the stage of the sales process. Lack of time is a concern of overload and too many business users