Improving Knowledge Transfer With Trainings – A Case of Car Sellers Approach

Gregor Jagodic and Vesna Skrbinjek
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Gregor Jagodic: International School for Social nad Business Studies, Slovenia
Vesna Skrbinjek: International School for Social nad Business Studies, Slovenia

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Abstract: Knowledge transfer and compliance with service standards are very important elements for successful sales in car showrooms. Also, service standards need to be adapted to the wishes and interests of customers, as well as modern sales methods. For these reasons, it is very important for the company to set up and implement its customer service and sales activities by the standards set. The company must take care of the knowledge transfer between sellers and the locations of sales showrooms if they want to achieve good performance. In addition, they must provide opportunities of proper training of employees to enable them to acquire new knowledge and to improve their skills in communicating with customers. It is therefore necessary to check how customers perceive the service and whether the employees carry it according to the standards set. In the survey, we find that the knowledge transfer, training of employees and the familiarization with the service standards of the company can help to improve the sellers performance while approaching to customers and hence the long-term success of the company.

Keywords: knowledge; knowledge transfer; training; mystery shopping; sellers (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:tkp:mklp18:705-713

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