The Customer Sales Satisfaction Research Of The Nanjing XZ Automobile 4S Shop

After years of development, China’s auto industry has become an important pillar of economic development. In recent years, China’s auto market competition is increasingly fierce, as at present the main mode of car sales, auto 4S store sales model, car sales market has in the past had had their advantages, however, in always in a strong position of producers, are becoming more and more rational consumers and increase rapidly before the competition, automobile 4S dealers are trying every means to, for a variety of strategies to get more living space and more profit, among them, the increase in 4S store sales link sales satisfaction is one of the important strategy.Although the study of customer satisfaction in the auto industry has received widespread attention, but for the sales in the links of automobile 4S shop sales satisfaction research is very few. In the auto 4S shops to provide customer satisfaction of sales and service, it is necessary to analysis and understand customers, focus on study of satisfaction and loyalty in the marketing chain. Based on the research of the 4S store sales link, carries on the analysis to improve satisfaction can bring what benefit makes sense, therefore, based on the auto 4S shops enterprises as the research object, for sales satisfaction research.In this paper, based on the theory of customer satisfaction research, combining with the characteristics of Nanjing area a 4S shop, the use of manufacturers, the existing in 4S store sales satisfaction evaluation system, through comparing the data under the same brand of 4S shop earnings gap, and improve our sales confirm satisfaction can bring more profits for the auto 4 s shops.This paper introduces the related theory and customer satisfaction, on the basis of literature research, combined with the actual situation of Nanjing area XZ auto 4S shops, use of manufacturers, the existing on the 4S shop sales customer satisfaction evaluation system and evaluation methods, through data analysis, contrast different under the same brand 4S shops of earnings gap, thus selling confirm improve customer satisfaction can bring more profits for the auto 4S shops. Finally, based on comparing different 4S shop based on the cause of the difference of profit, from the customer expectations, customer perception, internal management, and employee satisfaction etc. Put forward the Suggestions for the improvement of customer sales satisfaction.