| Abstract [eng] |
57 pages, 12 tables, 20 figures, 48 references. The main purpose of this master thesis is to analyse theoretical aspects of sales process management, to reveal results of the empirical research and to prepare a model for sales process management that could be applied in case of provider of financial services “Smart & Quick”. Master thesis consists of three main parts: analysis of literature, research methodology, analysis of results of the research. Literature analysis reviews business processes and the role of sales processes, the concept and essence of sales processes, functions of sales processes’ management, evaluation of sales process. It was found out that sales process should involve the following sub-processes: collection of information about customer, estimation of customer needs, presentation of the project, preparation of the offer, negotiation. After the literature analysis the author has carried out the study about the sales process in financial services’ organization “Smart & Quick”. Results of the research have shown that majority of company’s employees presume that sales process is documented and structured. It can be related with the international activity of the company. Internationalization commits the company to act in reference to the provisions of process standardization. The relevance of sales process itself in the researched company should not be forgotten as well. It was found out that there exists a gap between the relevance of sales process and actual it’s application in financial services’ organization „Smart & Quick”. Employees of the company provide sufficient attention for the individuality of customers; they try to find out the differences between particular customers and their decisions. The conclusions and recommendations summarize the main concepts of literature analysis, as well as the results of the performed research. In reference to the results of the empirical research, a model applicable in case of financial services’ organization “Smart & Quick” has been prepared. |
