Sales Process for Personal Vehicle Sales and Quality Analysis of the Sales Process Using the Mystery Shopping Method

In the diploma thesis, they focused on the ** sales process and building customer relationships in personal vehicle sales.** Through the conducted research, they wanted to determine to what extent sales consultants in showrooms adhere to the prescribed procedure and how they approach customer relationships. The relationship with the customer and understanding their needs and wishes is nowadays one of the principal criteria for successful sales.

Results

In the diploma thesis, they focused on the ** sales process and building customer relationships in personal vehicle sales.** Through the conducted research, they wanted to determine to what extent sales consultants in showrooms adhere to the prescribed procedure and how they approach customer relationships. The relationship with the customer and understanding their needs and wishes is nowadays one of the principal criteria for successful sales. ** In the theoretical part** of the diploma thesis, they first conducted an analysis of the ** personal vehicle sales market in Slovenia** and researched trends in the industry and the changes that await us in the sale or purchase of personal vehicles in the future.

Based on the established sales figures for personal vehicles on the Slovenian market, we observe that there is great potential in personal vehicle sales. They then proceeded with the sales process, where they began with the first impression and reception of the customer in the showroom and customer positioning. At this point, communication plays a very important role, which can be both verbal and non-verbal. The sales process continued with the presentation of the selected personal vehicle, and the sales process also included the valuation and trade-in of used vehicles, additional sales, preparation of the offer, handling objections, closing the sale, procurement and handover of the vehicle, and the loyalty programme.

With the mentioned sales process, they wanted to demonstrate the steps by which sales consultants can close sales more quickly and successfully. For successful sales, both motivated and educated staff are needed. They included the topic of managing, selecting and training staff or talents in the diploma thesis because this is this year's umbrella theme. In the research part of the diploma thesis, they presented the results of research on the sales process of different brands using the mystery shopping method.

In the research, they visited showrooms of different brands in three different regions; they particularly sought emphasis on conducting the sales conversation according to the prescribed sales process and presenting the purchasing experience. They found that the sales process is very standardised, as all sales consultants adhere to it. They concluded the diploma thesis with the findings of the research and provided suggestions and guidelines for improvements in adhering to the sales process in personal vehicle sales.