BUSINESS ETIQUETTE AND CUSTOMER PERCEPTION OF THE COMPANY KOMPAS SHOP LTD.

V diplomski nalogi smo želeli predstaviti in seznaniti bralca s pomenom poslovnega bontona v prodajnem procesu. Najpomembnejši dejavnik vsakega podjetja so zaposleni in njegove zmožnosti, sposobnosti, znanje, veščine, izobrazba itd. Podjetja, ki želijo ostati konkurenčna na trgu in uspešna, morajo slediti razvoju ter novostim. Podjetje Kompas shop d.o.o. skrbi za razvoj usposobljenosti kadrov ter strmi k temu, da svoje zaposlene dodatno usposablja in izobražuje. V prvem delu diplomske naloge smo podrobneje predstavili poslovni bonton v prodajnem procesu in prodajno vedenje. Vsebino smo razdelili na teoretični del, kjer smo opisali poslovno komuniciranje, odnose s strankami, urejenost delovnega okolja, poslovna oblačila, programe usposabljanja in usposabljanje zaposlenih. Drugi del diplomske naloge je sestavljen iz opisa okolja obravnavanega podjetja Kompas shop d.o.o. Opisali smo organizacijo družbe, zaposlene ter usposabljanje zaposlenih v podjetju Kompas shop d.o.o. Predstavili smo model, ki prikazuje stanje obstoječega modela usposabljanja v podjetju Kompas shop d.o.o. Na podlagi anketnega vprašalnika smo opravili raziskovalni del diplomske naloge, s katerim smo želeli ugotoviti, kako zadovoljstvo in zvestoba odjemalcev vplivata na prodajni proces. Na osnovi ugotovitev smo pripravili model usposabljanja prodajnega osebja v podjetju Kompas shop d.o.o. Model temelji na zdravem sistemu tekmovalnosti, ki bo imel učinek na zvišanje prodaje, kar posledično pomeni boljši poslovni rezultat podjetja in boljše prihodke prodajnega osebja.The aim of this thesis is to introduce and familiarize the reader with the importance of business etiquette in the sales process. The most important factor in any company are its employees, their abilities, knowledge, skills, competences, education level, etc. Companies that want to remain competitive in the market and be successful must follow and permanently implement developments and innovations. Kompas shop Ltd. is committed to continuous professional development of its employees and strives to up-date their knowledge and skills. In the first part of the thesis I introduced business etiquette in the sales process and sales behaviour. I divided the content on theoretical part with description of business communication, customer relations, and organization of the working environment, business clothing, education programmes and training of employees. Second part of the thesis is description of the environment of the company Kompas shop Ltd. I described the organization of the considered company and training of employees followed with the description of the training model in the company. Using the specially developed questionnaire to determine how satisfaction and loyalty of customers effect on sales process I conducted the research part of the thesis. Based on the findings of the analysis I suggested a new training model of the sales staff in the company, which is designed on ‘healthy’ competitiveness and will effect on increasing sales consequently in better revenue of the sales staff and company in general