A good seller from customers' point of view : How to develop sellers with Human Resource Management?
Hansén, Juuli (2016)
Hansén, Juuli
Mikkelin ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201603213404
https://urn.fi/URN:NBN:fi:amk-201603213404
Tiivistelmä
The aim of the thesis was to find out what a good clothing store seller is like from customers’ point of view and moreover, to make suggestions to Seppälä Oy how to develop their sellers with Human Re-source Development by taking the valued characteristics into account. In the thesis was researched what the characteristics of a good seller are and how a good seller differs from others.
The theoretical framework of the thesis is based on the top seller, selling and Human Resource Devel-opment. The research was conducted by using quantitative and qualitative methdos. As a quantitative method, a survey was conducted in a paper form for the consumers of a clothing store. The topic of the survey was a good seller in a clothing store and it was made to find out what the customers value and expect from sellers. The qualitative method consists of two interviews: a semi-structured interview through email to HR manager of Seppälä Oy and a theme interview conducted orally with the store manager of Seppälä Oy. The aim of these two interviews was to gain information about Seppälä Oy and its ways of selling and developing sellers. Moreover, suggestions were given to Seppälä Oy as to how to develop their sellers’ with Human Resource Management based on the survey results.
From the research results it can be seen what characteristics of a seller customers value and how im-portant the characteristics are. Moreover, from the results it can be seen what characteristics of a seller are disturbing from customers’ point of view. Based on the research results development suggestions were made to Seppälä Oy’s Human resource Development.
The research revealed that the characteristics of a good seller in a clothing store are mostly the ones that are learnable. They can be easily taught and developed with proper methods. The respondents value the most the know-how and the ability to listen to customers. Based on the research results, disturbing characteristics were found as well, such as forcing products to customers, being pushy and the inablility to listen to customers.
The development suqqestions made to Seppälä Oy based on the research results are divided into dif-ferent themes as in the theory part. The suqqestions were given to recruitment, training, coaching, men-toring and benchmarking. The main development areas of Seppälä Oy are recruitment and training.
The theoretical framework of the thesis is based on the top seller, selling and Human Resource Devel-opment. The research was conducted by using quantitative and qualitative methdos. As a quantitative method, a survey was conducted in a paper form for the consumers of a clothing store. The topic of the survey was a good seller in a clothing store and it was made to find out what the customers value and expect from sellers. The qualitative method consists of two interviews: a semi-structured interview through email to HR manager of Seppälä Oy and a theme interview conducted orally with the store manager of Seppälä Oy. The aim of these two interviews was to gain information about Seppälä Oy and its ways of selling and developing sellers. Moreover, suggestions were given to Seppälä Oy as to how to develop their sellers’ with Human Resource Management based on the survey results.
From the research results it can be seen what characteristics of a seller customers value and how im-portant the characteristics are. Moreover, from the results it can be seen what characteristics of a seller are disturbing from customers’ point of view. Based on the research results development suggestions were made to Seppälä Oy’s Human resource Development.
The research revealed that the characteristics of a good seller in a clothing store are mostly the ones that are learnable. They can be easily taught and developed with proper methods. The respondents value the most the know-how and the ability to listen to customers. Based on the research results, disturbing characteristics were found as well, such as forcing products to customers, being pushy and the inablility to listen to customers.
The development suqqestions made to Seppälä Oy based on the research results are divided into dif-ferent themes as in the theory part. The suqqestions were given to recruitment, training, coaching, men-toring and benchmarking. The main development areas of Seppälä Oy are recruitment and training.