Safeway Superior Service Program• eye contact with the customer • smile, greet, offer samples of products, accompany to locate items, thank shoppers by name • “mystery shoppers” to control performance • staff motivation: $500 worth of company stock, additional bonuses • side effects: customers’ debates about false and genuine frendliness, misinterpretation of friendliness, growing morale problems among the staff 4.Понятие франшизы. Обязанности сторон. Преимущества и недостатки данного бизнеса для обеих сторон. Franchising – business system in which a company (franchisor) sells an individual (franchisee) the right to operate a business using the franchisors established system or format.
Franchisee: • pays franchise fee (or front end fee) – to buy the license • pays royalty (or management services fee) for continuing advice and assistance (calculated as a percentage of annual turnover) • pays advertising fee to contribute to franchisors annual advertising and marketing costs • finds necessary capital to open the business • buys products from particular supplier appointed by franchisor • complies with/conforms to standards (quality of the products) • recruits and manages personal • provides annual reports on sales
Franchisor: • provides operation manual (information for franchisee to run his business) • provides equipment • promotes the business through national advertising • chooses supplier • controls the way franchisee manages his business • may appoint master franchisee (to supervise the business in particular area)
Benefits 1. Franchisee: • safe bet, reduced risk (you will not fail, you are investing in a business that’s already operating in other places) • quick access (iа advice needed) 2. Franchisor: • expands business without making investments • no need to recruit personnel
Problems for franchisee: • not free in activity • huge financial responsibility, much capital required, pay back at least 7-10 years. If you need more money the franchisor won’t offer you any cash. He will literally just take the franchise from you when you lost much money. • staff may let you down, you are the one who has to step in, maybe work in the kitchen… • flexibility and willingness to work hard are necessary
Secrets of successful franchise: • you need to have much dedication to the job. • preparation - the most important part - in this business you need to be looking at the future • staffing is the main problem. You have to find the right people who will enjoy their not a high-paying job. • be patient and enjoy the daily success of the business
You need to be sure that you are constantly matching 2 issues: • your bills will remain pretty constant • you have a long- term vision (no immediate payback)
5.Основные этапы коммерческой операции. Платежные документы международной торговли. Способы осуществления платежей.
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