Analysis of the Sales Process and Communication in Company 'X'

In the diploma thesis, the author focused on the analysis of the sales process and communication with potential customers in company 'X', which deals with the sale of interior equipment – furniture. In the research part, he wanted to determine whether a good salesperson, with a sufficiently wide range of products, can ** sell and satisfy the customer**, despite the fact that the customer has numerous reservations before the purchase, such as: currently does not have available financial resources, bad experiences with the supplier, complaints in the past, did not want to buy the product at all but was only viewing the displayed items, and much more. He obtained these answers with the help of a survey and many years of experience in this field of work and consequently knowledge of customers.

Solution and Method

In the diploma thesis, the author focused on the analysis of the sales process and communication with potential customers in company 'X', which deals with the sale of interior equipment – furniture. He primarily researched the positive effects of ** proper communication with customers** and how important it is for the salesperson to provide quality advice and sales. In the theoretical part, he examined the ** first contact** and communication with the customer, the development of rapport during consultation, obtaining information about the customer and their needs or wishes, and all sales procedures from order to delivery, installation and handling complaints.

Results

In the research part, he wanted to determine whether a good salesperson, with a sufficiently wide range of products, can sell and satisfy the customer, despite the fact that the customer has numerous reservations before the purchase, such as: currently does not have available financial resources, bad experiences with the supplier, complaints in the past, did not want to buy the product at all but was only viewing the displayed items, and much more. He obtained these answers with the help of a survey and many years of experience in this field of work and consequently knowledge of customers.

The analysis of the survey questionnaire revealed the following findings: that advertising and promotional prices are the main reason that attracts people to shop 'X'. They are attracted to purchase a specific product from the advertisement, they are attracted by low prices, or they come just to view the new offer they saw in the catalogue. The responses to the survey questionnaire also revealed that ** the customer decides to make a purchase primarily after quality, professional advice from the salesperson,** due to the quality and appearance of the item itself, and not so much because of the low price.

Of course, price plays an important role in choosing an item, but it is not crucial in the customer's decision to purchase. Because salespeople are aware of this, they are all the more attentive and strive to advise the customer well, so that they will return to our shop many more times and, based on good past experiences, trust us and buy our items.