Handbook for sales departments in international business, case: SOL
Haahtela, Kari (2010)
Haahtela, Kari
Kymenlaakson ammattikorkeakoulu
2010
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201001261600
https://urn.fi/URN:NBN:fi:amk-201001261600
Tiivistelmä
Acquisition of new customers is a demanding process for both time and resources. In addition to certain features required in the sales work detailed instructions are needed in order to implement the sales efficiently and successfully. The sales process includes all the activities in between finding potential customers and completing the process with cooperation and after-care of the customer relationship. Even though it is clear that the process doesn’t always end up with cooperation, one should strive for success in sales every time.
This Bachelor’s thesis focuses on giving instructions for sales work in the subsidiaries outside Finland of SOLEMO Oy. In addition measuring customer satisfaction as a part of sales work and handling feedback plays an important role in the thesis. The main objective of the thesis was to gather information so that a complete guide for sales work in practice is generated, and to bring out the main actions of each step in the sales process. Another objective was to develop a model on how the collected feedback may be used so that the sales work and overall activities can be developed.
As a working method qualitative interviews for salespersons of the subsidiaries and for other personnel of SOLEMO Oy were carried out. This way an inside view of sales work in reality could be obtained. A Finnish sales process description served as a basis for creating the sales handbook.
As a result of this work a cohesive and functional manual for the sales departments can be seen. A certain model for utilizing the information received from measurement of customer satisfaction was created as well. The sales handbook can be used in familiarization and giving instructions for sales work.
This Bachelor’s thesis focuses on giving instructions for sales work in the subsidiaries outside Finland of SOLEMO Oy. In addition measuring customer satisfaction as a part of sales work and handling feedback plays an important role in the thesis. The main objective of the thesis was to gather information so that a complete guide for sales work in practice is generated, and to bring out the main actions of each step in the sales process. Another objective was to develop a model on how the collected feedback may be used so that the sales work and overall activities can be developed.
As a working method qualitative interviews for salespersons of the subsidiaries and for other personnel of SOLEMO Oy were carried out. This way an inside view of sales work in reality could be obtained. A Finnish sales process description served as a basis for creating the sales handbook.
As a result of this work a cohesive and functional manual for the sales departments can be seen. A certain model for utilizing the information received from measurement of customer satisfaction was created as well. The sales handbook can be used in familiarization and giving instructions for sales work.