Elements of customer service in a retail network. Evaluation of the quality of trade services, general requirements for trade services, indicators of evaluation of trade services

Quality trade service- a set of characteristics of the process and conditions of trade customer service.

The merchant service process is a sequence of operations that ensure the implementation of merchant services in a specific type of merchant. Terms of trade service - a set of factors affecting the buyer in the process of trade service. The form of trade service is an organizational technique that is a combination of methods of servicing customers:

- salon customer service;
- personalized service through the counter;
- individual service by a sales assistant in self-service stores.

The trading service system is an integral unity of interconnected elements that ensure the implementation of trading services. Merchant Service Speed is the average time spent serving one customer.

Accordingly, the culture of shopping service is the broadest concept, including the quality and culture of customer service. The main components of the culture of trade:

* availability in the store of a wide and stable assortment of quality goods that meets the demand of the served groups of the population;
* availability of a sufficient retail trade network, the use of the most efficient standard sizes of the store, their convenient location in the region, technical equipment;
* application in the store of the most effective modern forms sales that provide fast and convenient customer service;
* provision of additional services to buyers. Related to the specific features of the goods;
* organization of inside and out-of-store advertising and information, contributing to better awareness of buyers, the formation of consumer demand and saving time of buyers;
* work culture of store employees, which means proper professional qualifications of sales personnel, high ethical and aesthetic levels of service;
* strict adherence to the established rules of trade and sale rules individual goods.

The quality of trade services is a set of elements that determine the state of the material and technical base, the use of progressive methods of sale, the completeness and stability of the assortment, the time required for the purchase of goods, commodity circulation.

The culture of service also includes a number of elements that characterize the level of customer service and the condition of the store floor. These include indicators of assortment sustainability, the use of progressive forms of sale and additional services, the time spent waiting for service, an assessment of the service culture in the opinion of buyers, good sanitary condition and beautiful appearance sales area and employees, compliance with the established rules of trade and sale of certain goods, etc. ...

Now let's look at the main indicators of service culture. So, the coefficient of stability of the assortment list is calculated for each name of the assortment and for the store as a whole for the quarter according to the formula:

where K y is the coefficient of stability of the assortment list; n is the number of checks; A - the number of names of goods on the list and A 1, A 2, A z. And n - for checks, respectively.

Along with the effective organization of the sales processes themselves, services play an important role in improving the level of customer service.

A sales service is a specific activity that forms a sales service process or is associated with the organization of conditions for the successful implementation of the sales process.

The additional service factor is calculated using the formula:

where y is the number of provided services, units; for 1, for 2, ..., for n - the number of actually provided services, units; n 1 - the number of checks per quarter; at 01, at 02, ..., At on - volumes certain types services actually provided in reporting period; y n1, y n2,…, y nn - volumes of certain types of services provided in the corresponding period of the last year; n 2 - the number of services provided to customers by type (oral consultation with a specialist in product care, gift wrapping)

where З к, З pr, З р, З п - average time spent waiting for consultation, fitting, calculation, receipt of goods, s; З 1, З 2, ..., З n - time consumption for each measurement, s; n is the number of measurements made, units.

The actual time spent on waiting for service is determined, s (Зф).

The ratio of the time spent by buyers on waiting for service is calculated using the following formula:

where 3 0 is the optimal (normative) time spent waiting for service, s.

Then the coefficient of service culture in the opinion of customers K m in the store is calculated using the formula:

where M n is the number of customers who gave an excellent and good assessment of the state of service culture in the store, people; M in - the total number of customers who assessed the state of the culture of service in the store, people.

Thus, the culture of trade service includes a set of qualitative characteristics of the process and conditions of trade service of buyers, as well as the corresponding indicators, the calculation of which allows you to assess the level of service at a trade enterprise.

With an open display, goods are placed at the seller's workplace. Buyers, without waiting for the order of service by the seller, independently inspect and select the necessary products, if necessary, using the advice of the seller. The goods are released by the seller.

Ancillary Services: These include specific activities aimed at assisting customers in purchasing goods, delivering them and using them. All services provided to customers can be divided into three groups:

1. provided during the sale process;
2. carried out in the process of after-sales service;
3. not directly related to the sale of specific goods.

Therefore, the main areas of rationalization technological process store are widespread effective methods sales of goods and customer service, development of rational technological planning schemes, technical equipment, ensuring uninterrupted supply of goods, their rational placement and layout, improving the work of calculation units.

Thus, providing a high level of commercial service to customers in stores is one of the forms of participation of a commercial enterprise in competition on consumer market forming it competitive advantage.

Methodical approach to assessing the quality of trade services from the buyer's perspective (in the retail)

Methodical approach to an assessment of quality of trade service from a position of the buyer (in the sphere of retail trade)

Zazhogina Oksana Nikolaevna

postgraduate student of the Department of Economics of Organization and Entrepreneurship,

senior lecturer of the department

"Service, humanitarian and natural-scientific disciplines"

[email protected]

ZazhoginaOXanaNikolaevna

postgraduate student of the Economy of the Organizations and Business chair

Saint-Petersburg State University of Service and Economy

(Velikiye Luki branch)

ShlyakhtovaLudmilaMikhailovna

Candidate of Economic Sciences, Associate Professor of the Department of Economics and Management

St. Petersburg State University service and

economy (Velikie Luki branch)

[email protected]

Shlyakhtova Lyudmila Mikhaelovna

assistant professor of Economy and management chair

Saint-Petersburg State University of Service and Economy

(Velikiye Luki branch )

Annotation:This article analyzes modern methodological approaches to assessing the quality of trade services from the point of view of the buyer. The author's system of indicators for assessing the quality of retail services in retail trade from the point of view of the buyer, an algorithm for calculating the integral indicator, a method for obtaining and processing results, interpretation of the values of the quality levels of commercial services are proposed.

Abstract: In this article modern methodical approaches to an assessment of quality of trade service from a position of the buyer are analyzed. The author "s system of indicators of an assessment of quality of trade service in retail trade from a position of the buyer, algorithm calculation of an integrated indicator, a technique of receiving and processing of results, interpretation of values of levels of quality of trade service is offered.

Keywords:retail , trade service of buyers, the quality of trade service of buyers, a system of indicators for assessing the quality of trade service.

Key words:retail trade , trade service of buyers, quality of trade service of buyers, system of indicators of an assessment of quality of trade service.

Introduction

Revealing the reserves for increasing the efficiency of development of retail trade enterprises is possible with the help of a careful study of consumer preferences in the field of shopping services to customers. Management of this process contributes to the stable formation of the competitive advantage of the trading enterprise in the consumer market and high customer loyalty.

The system of relations between buyers and sellers (trade enterprises) in the process of providing the latter with trade services allows us to take into account the buyer's subjective perception of the quality of service, the value of the good, which corresponds to the concept of “perception-expectation”. In order to understand the current approaches to consumer assessment of the quality of trade services, let us set the goal of the study, which consists in analyzing various approaches of specialists to consumer assessment of the level of quality of trade services and the development of the author's methodology.

The object of the research is the trade service of buyers of retail trade enterprises in the system of rendering retail trade services. The subject of the research is a system of indicators of consumer assessment of the quality of trade services, an algorithm for calculating an integral indicator of the quality of trade services and a method for obtaining and processing research results.

Analytical research

Currently, the issue of assessing the level of quality of trade services from the point of view of buyers is so relevant that it activates dissertation research in this area. An analytical study of some of the approaches (see Table 1) led to the conclusion that the idea of trade services as an element of the retail trade service system is rational. However, in some research works the trade service and the trade service of the retailer are identified. It is also quite clear that the trade service as a value for the consumer and the manufacturer manifests itself in the process of trade service.

Distinguishing the types of retail trade services in accordance with GOST R 51304-2009 into basic (sale of goods) and additional (assisting the buyer in purchasing goods; information consulting; additional services to create convenience for buyers in purchasing (buying) goods), the quality of the former depends on the quality and range of goods sold and the quality of trade services.

In our opinion, and taking into account GOST R 51304-2009, commercial service to buyers is an organized influence of the seller on the buyer's behavior, aimed at realizing economic interests and meeting the needs of the subjects of relations in the process of purchasing goods. The quality of shopping service to buyers is the degree of subjective

Table 1 - Comparative characteristics some methodological approaches to assessing the quality of trade services for retail buyers

customer satisfaction from the totality of characteristics of the process and conditions of trade services.

It is possible to assess the quality of trade services by quantitatively and qualitatively determining the degree of compliance of the service quality indicator with the established requirements. In accordance with GOST General requirements to trade services, such as: social purpose, functional suitability, informational content, ergonomics, safety, aesthetics, service culture, to a greater extent apply to the trade service of buyers.

An analytical assessment of the approaches of researchers in this area allowed us to assert that the system of indicators of consumer assessment of the quality of trade services should not be limited only to indicators reflecting the process of interaction between the seller and the buyer, but also include the conditions for organizing these relations, the complexity of services, as well as the product range and its quality. Everything that the buyer sees and feels on the trading floor, all his complex perception, may be subject to research using the method of sociological survey. And subjective results are processed and summarized in an integration indicator.

Without pleading for the significance and diversity of research approaches that reflect the methodology for assessing the quality of shopping services by the buyer, we consider it expedient to develop an author's system of indicators for the consumer assessment of the quality of shopping services, with the help of which you can obtain complete information that allows you to identify those aspects that play a key role in the perception of the customer and the subsequent evaluation of the quality of trade service in general. Among the indicators are the following (see table. 2).

To collect necessary information we propose to conduct a sociological survey in the form of a survey among real and potential buyers at a retail trade enterprise, since this method has a number of significant advantages over the statistical approach of data collection. For example, statistical method is extremely limited in terms of accounting for quality elements. It is also worth noting that obtaining any statistical information on the issue of interest to us at a retail enterprise is quite problematic.

Evaluation of the quality of sales service can be done using three subjective emotional characteristics:

Low, medium and high. In this case, we exclude the receipt of any quantitative answers, which allows us to create the most favorable conditions for understanding the criteria for assessing the quality of trade services offered to consumers who are representatives of various segments.

The calculation of private indicators for assessing the quality of trade services is proposed to be carried out according to the following formula:, (8)

where

The number of respondents who rated the quality of trade services as “high”;

- the total number of respondents who took part in the assessment of the quality of trade services; i - number of the indicator of consumer assessment of the quality of trade services.

Integral indicators for assessing the quality of trade services for each of the above criteria must be carried out according to the formulas:

These integral indicators for each of the considered criteria make it possible to obtain a more detailed assessment certain parties commercial enterprise, which the buyer observes, which in turn allows the head of the trading enterprise to make optimal management decisions in a timely manner.

An integral indicator for assessing the quality of trade services required to obtain integrated assessment the quality of trade service, is calculated by the formula:

where

26 is the total number of trade service quality indicators.

The interpretation of the values obtained for the levels of the components of the quality of trade services, as well as the interpretation of the values of the integral indicators of the quality of trade services provided to customers by the retailer, are given in Table 3.

Table 3 - Interpretation of the values of the levels of the components of the quality of trade services and the values of integral indicators

Conclusion

Thus, the presented technique reveals objective assessment the level of quality of trade services from the point of view of the buyer, allows you to form a real picture of customer loyalty, reflect weaknesses process and optimize the management of the trading enterprise. It should also be noted that this technique it is necessary to complement the assessment of the quality of trade services from the position of the manager and personnel of the trade enterprise, which allows balancing the indicators and identifying the optimal state of the system and ways to improve the process under study.

Bibliography:

GOST R 51304-2009. Retail trade services. General requirements. - Approved. and entered. in force by the Federal Agency for Technical Regulation and Metrology from 2009-15-12 N 769-st). - M.: Standard Inform, 2010 .-- 12 p.
About the basics state regulation trading activities v Russian Federation: Feder. law : adopted by the State. Duma December 18, 2009 : approved By the Federation Council on December 25, 2009 - M.: Phoenix, 2010 .-- 32 p.
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Evaluation of the quality of trade services on the example of the "Secretoria" store

General organizational and technological characteristics of the enterprise

The Secretoria company has been operating in the Orenburg market since 2001. The company provides complete integrated solutions in the field of stationery and office products at the best price. As an industry expert with many years of experience in the market, Secretoria specializes in the sale and supply of high-quality office supplies, and also provides a wide range of services in the field of printing and printing: refilling cartridges, lamination, making stamps and business cards. The company works with both retail and corporate clients. Now the company "Secretoria" - 70 professional employees in the supply and sale of stationery and printing, 5 retail stores in Orenburg, wholesale department, department of municipal orders, department of supply corporate clients, warehouse with products for more than 500 sq. m. The company has its own production for the implementation of operational printing, production of stamp products. Secretoria stores exclusively present famous brands stationery - Zebra, Leitz, Cello, Rapid, offering modern and stylish stationery products of high quality and bright, interesting design. All products can be viewed in the catalog, in the office, in stores, as well as in the online store. Thanks to many years of work in the industry, Secretoria has established reliable partnerships with the largest suppliers of stationery and office products. The enterprise is the exclusive representative of several leading suppliers in the Orenburg region. The company "Secretoria" has established a close partnership with regular customers... The company helps the customer to keep abreast of all novelties on the market of office products and stationery. The competence and attentiveness of the company's employees is confirmed by the loyalty of partners who continue to cooperate with the company from year to year. By the end of 2011, more than 900 companies from Orenburg have become clients of the Secretory.

The "Secretoria" company was founded in 2001 on the basis of the "Trade and Technical Center" CJSC (the former company name was "Bulat Firm"). At the moment, the company operates on the basis of LLC "Company" Secretoria "and has a trademark registered in the State Register of Trademarks and Service Marks, as evidenced by a document issued Federal Service on Intellectual Property, Patents and Trademarks. Since the beginning of 2010, LLC "Company" Secretoria "is a member of the Chambers of Commerce and Industry of the Orenburg region and the Russian Federation.

1. Office and warehouse: Orenburg, st. Assemblers, 26.

Working hours: Mon-Fri. from 09-00 to 17-15.

multichannel tel. 37-32-32.

2. Self-service store "Secretoria-Center"

Orenburg, st. Soviet, 23,

TC "Gostiny Dvor".

Tel. 37-32-32 (ext. 2203); 69-29-25.

3. Self-service store "Secretoria"

Orenburg, st. Salmyshskaya, 51,

TC "Kvartal".

Working hours: daily. from 10-00 to 20-00

Tel. 37-32-32 (ext. 2202); 69-29-68

4. Shop "Everything for the office".

Orenburg, st. Chicherin, 14.

Working hours: Mon-Thu. from 9-00 to 17-30.

Fri. from 9-00 to 17-00.

Tel. 37-32-32 (ext. 2204); 40-09-59, 98-59-63.

5. Shop "Stationery".

Orenburg, st. Shevchenko, 24, office 105.

Working hours: Mon-Fri. from 9-00 to 17-00.

Tel. 37-32-32 (ext. 2215); Tel. 43-00-57.

6. Shop "Office Planet".

Orenburg, Avtomatiki pr-d, 8, office 102.

Working hours: Mon-Fri. from 9-00 to 18-00.

Tel. 37-32-32 (ext. 2201); 69-29-60.

7. Self-service store "Secretoria-Vostok".

Orenburg, Gagarin Ave., 45/1, 2nd floor.

Working hours: daily. from 10-00 to 20-00.

Tel. 37-32-32 (ext. 2206); 67-02-30.

The store's profile is retail trade in stationery.

Entrepreneurial activity is carried out in the form of an entrepreneur without education legal entity... The advantages of this organizational and legal form over others are that it simplifies the procedure for registration, tax and accounting statements... Entrepreneurial activity is defined by Article 2 of the Civil Code of the Russian Federation as an independent activity carried out at its own risk, aimed at systematic profit from the use of property, the sale of goods, the performance of work or the provision of services by persons registered in this capacity in the manner prescribed by law.

Only persons who have passed special registration have the right to engage in entrepreneurial activity. The subjects of entrepreneurial activity are citizens registered as an entrepreneur without forming a legal entity and legal entities. Registered for retail trade individual entrepreneur Grigorieva T.G. For registration, an application is submitted to the inspectorate of the Ministry of Taxes and Tax Collection at the place of residence.

In accordance with Article 23 of the Civil Code of the Russian Federation, a citizen has the right to engage in entrepreneurial activity without forming a legal entity from the moment state registration as an individual entrepreneur.

The Secretoria store has a round seal with its name, stamps, letterheads, trademarks, service marks and other symbols.

The main tasks facing the Secretoria store:

- administrative and financial management trading activities;
- organization of various forms of trade in the field of industrial goods;
- creation of retail trade enterprises, providing for the presence of stable relations with manufacturers, suppliers and consumers of goods.

The company in its activities is guided by legal and regulatory acts that determine the procedure and rules for conducting trading operations, orders and orders of the head. For the enterprise to fulfill its goals in the Byzantium store, as in any other enterprise, there are specialists supporting the activity: commodity expert and salespeople. The specialists report directly to the director.

This structure of the organization as a whole meets the tasks to be solved and the realities of today. The activities of employees are regulated job descriptions, which outlines the tasks, rights, duties and powers of specific employees.

In order to implement technical, social, economic and tax policy, the enterprise is responsible for the safety of documents (management, financial and economic), stores and uses personnel documents in the prescribed manner. All relationships between employer and employees are based on a contractual basis.

In any society, the organization of the management structure of the enterprise is very important. Since implementation and marketing is a complex system where people, finance, market relations are closely linked, each has its own object of management or research, its own approaches, and peculiarities. All this is reflected in the organizational structure of the Secretoria store.

In the "Secretoria" store, there is a linear type organizational structure management, this is when the leader, i.e. the director of the enterprise, performs all general and specific functions himself, and also communicates directly with subordinates. The results of its influence are immediately apparent. The control is direct.

Table 1 - Staffing table store "Secretoria"

The staffing table of the store is given in table 1.

The store employs 7 people. In one department of stationery, the head of the department and the salesman-cashier work, in the other department there is the head of the department and three salesmen. The general management of the store is carried out by the director, who manages the planning and economic work, is engaged in the selection of personnel, provides labor protection, safety measures, and performs accounting operations.

The director is subordinate to the heads of departments who monitor the state of the display of goods, make decisions on customer claims, monitor the maintenance of stock at a certain level, draw up applications for the import of goods, accept goods in terms of quantity and quality, perform other functions related to the work of departments ...

The main personnel are sales clerks who are busy serving customers in the sales area. The duties of cashiers-sellers include preparation of the workplace, replenishment of stock, preparation of goods for sale, customer service: performing settlement transactions with buyers, registration cash documents etc.

In this trade enterprise, there is a combination of positions. So, for example, the position of the seller-cashier is combined with the position of the head of the department. In addition to full combination of positions, store employees in parallel with their main job responsibilities perform separate functions related to other positions. So, the heads of departments are involved in serving customers, and the seller-cashiers perform auxiliary work during the forced breaks in their main work.

The company was established to carry out the following activities:

- improving the supply of non-food products to the residents of Orenburg;
- carrying out entrepreneurial activity;
- expanding opportunities in industrial, scientific, technical and social development;
- increasing the efficiency of the use of material, technical, labor, financial and other resources;
- material and technical support;
- trade and procurement activities, retail trade in agreement with regulatory authorities;

Retail trade includes the sale of goods to the population for personal consumption, organizations, enterprises, institutions for collective consumption or economic needs.

Retail trade performs a number of functions:

- examines the situation in the commodity market;
- determines supply and demand for specific types of goods;
- searches for goods required for retail trade;
- carries out the selection of goods, their sorting when drawing up the required assortment;
- carries out payment for goods received from suppliers;
- conducts operations on acceptance, storage, labeling of goods, sets prices for them;
- provides suppliers, consumers with freight forwarding, consulting, advertising, information and other services.
- satisfies the demand of the population, both in terms of assortment and quality of goods;
- organizes an appropriate level of customer service with the provision of a variety of services.

At the same time, the specificity of the activities of trade enterprises implies the analysis of their own retail turnover, which allows you to determine changes in commodity turnover, to reveal new phenomena, as well as existing reserves in the development of commodity turnover.

Currently, there are a large number of different types and different scales retailers, which can be classified according to a number of the following characteristics.

By the scale of their activity, retail trade enterprises are divided into small, medium and large. “Secretoria” still refers to medium-sized enterprises.

Retail trade, taking into account the specifics of customer service, is subdivided into stationary, mobile, mail order. The Secretoria store is a stationary trade.

The stationary trade network is the most widespread, it includes both large modern, technically equipped stores, and stalls, tents, booths, vending machines. At the same time, a distinction is made between self-service stores, in which the buyer has free access to goods.

In the structure of retail trade, an assortment characteristic is taken into account. Products are usually grouped into appropriate groups (subgroups) on the basis of production origin or consumer purpose. In retail trade, in this regard, there are different kinds shops:

- specialized shops;
- highly specialized stores;
- department stores;
- mixed shops;
- combined stores.

Shop "Secretoria" refers to the latter, which carry out the sale of goods of several groups (subgroups), reflecting a common demand or satisfying a corresponding circle of consumers.

By groups of consumers served, taking into account their ability to purchase goods, is another sign of the classification of retail enterprises.

V Lately in our country, due to the large differentiation of incomes of different strata of the population, three main groups of consumers have formed:

- a group of people whose average per capita income is many times higher than the subsistence minimum;
- part of the population whose average per capita income is at the level of the subsistence minimum or slightly exceeds it;
- the bulk of the population, whose average per capita income is lower and, as a rule, significantly below the subsistence level.

Various forms and methods of retail trade cannot be effective without high-quality provision of a range of additional services, among them are those related to the purchase of goods, i.e. acceptance of orders, competent consultations, packaging of goods, collection of holiday sets and services related to the effective sale of goods.

The services are free, they are implemented in order to attract the largest number of customers to the store.

Goods arrive at the Secretoria store on the basis of applications and orders. The store director and department heads are engaged in the purchase of goods. An agreement with suppliers on the purchase of goods is concluded directly in the "Secretoria" store with a lawyer and a representative and a lawyer of the supplier. Payment for goods is carried out by bank transfer as the product is sold, and sometimes within 10-15 days.

The buyer always has a fairly large selection both in terms of product names and in terms of the purchase price.

Preliminary discussions of purchases are conducted through telephone conversations. The transportation of goods is carried out by the supplying enterprises.

The purpose of the trade and technological process is to bring the goods of proper quality to the buyers at the lowest cost with a high culture of trade service. Performance technological operations in the “Secretoria” store it is carried out in combination with the study of demand, the formation of an assortment, taking into account inventory items, the organization of advertising and information and other operations, therefore the trade and technological process in the “Secretoria” store acts as a whole.

Trade and technological processes carried out in the "Secretoria" store are conventionally divided into main and auxiliary ones. The main ones are the sale of goods and customer service. The auxiliary ones include: acceptance of goods from suppliers, their delivery to storage places, provision of the necessary conditions for storage of goods, preparation of goods for sale, their transportation to the trading floor, organization of storage and delivery of containers.

quality shopping service buyer

Service culture is organizational culture, aimed at serving customers based on the development of certain rules, procedures, practical skills and abilities. For shoppers entering the sales area, its influence begins with the smile of the salesperson, with cleanliness and order, with the abundance of goods in the store. The buyer is pleased when a beautiful exterior and interior has been created for him, additional services are organized, etc. All this does not arise suddenly, but as a result of long and hard work. 10, p. 154

The culture of service is dictated by the policy of the enterprise, supported by a personnel incentive system and a number of other measures. Today, the understanding of the culture of service in a narrow sense is widespread, as a set of courtesy rules, sensitivity, competence, availability of personnel to customers, the level of skill of employees, comfort, aesthetics of service, etc. (ethics of conduct), however this concept should be considered much broader in all its states and in the manifestation of all its elements.

Culture - from lat. cultivation, education, processing. The division of culture into material and spiritual is generally accepted, therefore culture includes a set of material and spiritual goods and values, as well as ways of human activity to create and use them. 8, p. 86

The culture of service is an integral part of the general culture of society, and it should be considered as a certain level of development of the process of commercial service, which is expressed in psychological, ethical, aesthetic, organizational, technical and other aspects. It is produced by every enterprise. The manifestation of a high culture of service is determined through the behavior of the staff, who clearly knows how to act in any situation, and what customers and management expect from him.

The culture of trade services is included in a broader and more complex concept - "trade services" and is closely related to such concepts as "quality of trade services", "culture of trade", "level of service". At the heart of these concepts lies concern for the buyer, who should be able to purchase everything he needs in the trade with the least amount of time and the greatest convenience. " eleven . page 134

The quality of trade services is fully dependent on the achieved level of production of consumer goods in the country and the resources available for its satisfaction and is expressed in the quantity and quality of goods, the conditions for their purchase, the time spent by buyers and the quality of services, and the culture of service. The culture of trade services is determined by the degree of development of progressive forms and methods of sale, the quality of conditions created for buyers, the quality of management of trade services, skillfully presented advertising and information, professionalism of personnel, performance of duties by sellers, culture of communication, organization of demand research. 8, p. 102-103

The main condition for a high culture of trade services is the constant availability of all the goods necessary for the population on sale. The growth of the material well-being of the people and their purchasing power makes it necessary to expand the range, improve the quality of goods.

Regulatory support for the quality of trade services

The generally accepted document confirming the quality of trade services is a certificate. The certificate certifies that the product meets a specific quality standard or other regulatory and technical document.

The Law of the Russian Federation "On Protection of Consumer Rights" regulates relations in the field of consumer protection, establishes the rights and obligations of the manufacturer in the field of establishing the service life, shelf life of goods, as well as warranty period for the goods (Appendix 1).

Regulatory documents are documents containing rules, general principles and characteristics that are relevant to certain activities or their results and are available to a wide range of users. First of all, these documents include the so-called standards.

The trade service quality assurance system is based on standardization. Mandatory requirements to quality included in state standards Russian Federation - standards for products and services.