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.