title: ÐÐ¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Improving the quality of consumer trade services
Creators: name: ÐÑÑÐµÑÐºÐ°Ñ, Ð¡Ð²ÐµÑÐ»Ð°Ð½Ð°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2022
Subjects: ÑÐ¾Ð·Ð½Ð¸ÑÐ½Ð°Ñ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ñ
Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ðµ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸
Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð° Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸
ÑÑÐ°Ð½Ð´Ð°ÑÑ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ
Ð´Ð¾Ð¿Ð¾Ð»Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐµ ÑÑÐ»ÑÐ³Ð¸.
retail trade
customer service
efficiency improvement
loyalty program
standard of service
additional services.

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð½Ð°Ð¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ð¹ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÐºÑÐ¿Ð°ÑÐµÐ»ÐµÐ¹ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÑÐ¾Ð·Ð½Ð¸ÑÐ½Ð¾Ð¹ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸. ÐÐ°Ð´Ð°ÑÐ¸ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ, Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð² ÑÐ°Ð¼ÐºÐ°Ñ ÐÐÐ  ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ: 1. ÐÐ°ÑÑ Ð¾Ð±ÑÑÑ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾-Ð¿ÑÐ°Ð²Ð¾Ð²ÑÑ ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸ÐºÑ Ð¾Ð±ÑÐµÐºÑÐ° Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ â Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ ÑÐ¾Ð·Ð½Ð¸ÑÐ½Ð¾Ð¹ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸ ÐÐÐ Â«Ð¡Ð¢Ð Ð¡ÑÑÐ¾Ð¹ÑÐ´Ð°ÑÐ°Â». ÐÑÐ¾Ð²ÐµÑÑÐ¸ Ð°Ð½Ð°Ð»Ð¸Ð· Ð²Ð½ÑÑÑÐµÐ½Ð½ÐµÐ¹ Ð¸ Ð²Ð½ÐµÑÐ½ÐµÐ¹ ÑÑÐµÐ´Ñ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¸ ÐµÐ³Ð¾ ÐºÐ¾Ð¼Ð¼ÐµÑÑÐµÑÐºÐ¾Ð¹ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸. 2. ÐÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°ÑÑ ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²Ð¾-ÑÐ¾Ð·ÑÐ¹ÑÑÐ²ÐµÐ½Ð½ÑÑ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. 3. ÐÑÐ¾Ð²ÐµÑÑÐ¸ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¸ Ð¾ÑÐµÐ½Ð¸ÑÑ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÐµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð² ÑÑÐµÑÐµ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÐºÑÐ¿Ð°ÑÐµÐ»ÐµÐ¹ Ð¸ ÑÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÐ¾Ð²Ð°ÑÑ ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¸ Ð¿Ð¾ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ ÐÐÐ Â«Ð¡Ð¢Ð Ð¡ÑÑÐ¾Ð¹ÑÐ´Ð°ÑÐ°Â». 4. Ð Ð°ÑÑÑÐ¸ÑÐ°ÑÑ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÑ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð½ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹. Ð Ð°Ð±Ð¾ÑÐ° Ð±ÑÐ»Ð° Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ ÐÐÐ Â«Ð¡Ð¢Ð Ð¡ÑÑÐ¾Ð¹ÑÐ´Ð°ÑÐ°Â» - Ð¾Ð´Ð½Ð¾Ð¹ Ð¸Ð· ÐºÑÑÐ¿Ð½ÐµÐ¹ÑÐ¸Ñ ÑÐµÑÐµÐ¹ ÑÐ¾Ð·Ð½Ð¸ÑÐ½Ð¾Ð¹ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸ Ð² ÑÑÐµÑÐµ ÑÑÑÐ¾Ð¸ÑÐµÐ»ÑÐ½ÑÑ Ð¸ ÑÐ¾Ð·ÑÐ¹ÑÑÐ²ÐµÐ½Ð½ÑÑ ÑÐ¾Ð²Ð°ÑÐ¾Ð² Ð² Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³Ðµ Ð¸ ÐÐµÐ½Ð¸Ð½Ð³ÑÐ°Ð´ÑÐºÐ¾Ð¹ Ð¾Ð±Ð»Ð°ÑÑÐ¸. Ð ÑÐ°Ð¼ÐºÐ°Ñ ÐÐÐ  Ñ Ð±ÑÐ» ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½ Ð¿ÑÐ¾ÐµÐºÑ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÐºÑÐ¿Ð°ÑÐµÐ»ÐµÐ¹, ÐºÐ¾ÑÐ¾ÑÑÐ¹ Ð¿Ð¾Ð·Ð²Ð¾Ð»Ð¸Ñ Ð¸ÑÐ¿ÑÐ°Ð²Ð¸ÑÑ Ð½ÐµÐ´Ð¾ÑÑÐ°ÑÐºÐ¸ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ, Ð° ÑÐ°ÐºÐ¶Ðµ Ð¿Ð¾Ð²ÑÑÐ¸Ñ ÑÑÐ¾Ð²ÐµÐ½Ñ ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ¾ÑÐ¿Ð¾ÑÐ¾Ð±Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, ÑÑÐ¾ Ð¿Ð¾Ð·Ð²Ð¾Ð»Ð¸Ñ ÑÐ²ÐµÐ»Ð¸ÑÐ¸ÑÑ Ð´Ð¾ÑÐ¾Ð´Ñ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð¿ÑÐ¸Ð¼ÐµÑÐ½Ð¾ Ð½Ð° 1-2%. ÐÑÐ»Ð° Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð° Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð° ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¿ÑÐ¾Ð´Ð°Ð¶Ð¸ ÑÐ¾Ð²Ð°ÑÐ¾Ð² Ð¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÐºÑÐ¿Ð°ÑÐµÐ»ÐµÐ¹, ÑÐ¾ÑÑÐ¾ÑÑÐ°Ñ Ð¸Ð· ÑÐµÑÑÑÐµÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹: 1. Ð¡Ð¾Ð·Ð´Ð°Ð½Ð¸Ðµ ÑÑÐ°Ð½Ð´Ð°ÑÑÐ° Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹; 2. Ð¡ÐµÑÐ²Ð¸Ñ Ð¿Ð¾ ÑÐ¿Ð°ÐºÐ¾Ð²ÐºÐµ Ð¸ Ð¿Ð¾Ð³ÑÑÐ·ÐºÐµ ÑÐ¾Ð²Ð°ÑÐ¾Ð²; 3. Ð¡Ð¾Ð·Ð´Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ñ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸; 4. ÐÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¸Ðµ ÑÐµÐºÐ»Ð°Ð¼Ð½Ð¾Ð¹ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ Ð² Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÑ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ñ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸.
description: 54 pages, 10 illustrations, 24 tables, 2 appendices. This work is devoted to the study of ways to improve the quality of customer trade services at a retail enterprise. The objectives of the research conducted within the framework of the WRC are as follows: 1. To give a general organizational and legal characteristic of the object of research - the retail company LLC "STD Stroyudacha". To analyze the internal and external environment of the enterprise and its commercial activities. 2. Analyze the financial and economic activities of the enterprise. 5. To analyze the service system and assess the main problems of the enterprise in the field of customer service and formulate recommendations for improving the quality of trade services of LLC "STD Stroyudacha" 7. Calculate the effectiveness of the proposed measures. The work was carried out on the example of LLC "STD Stroyudacha" - one of the largest retail chains in the field of construction and household goods in St. Petersburg and the Leningrad region. Within the framework of the WRC I, a project was developed to improve the customer service system, which will correct the shortcomings of the service system, as well as increase the level of competitiveness of the enterprise, which will increase the company's revenues by about 1-2%. A program was proposed to improve the process of selling goods and customer service, consisting of four activities: 1. Creating a standard of customer service; 2. Service for packing and loading of goods; 3. Creating a loyalty program; 4. Conducting an advertising campaign in support of the loyalty program.