Study On Causes Of Automobile Sales Service Failure And Remedial Countermeasures

In recent years,China automobile industry develops very quickly,and the output and sales volume increase year by year.In 2009,the output and sales volume of our domestic automobile has broken through 1300 thousand,and which of Passenger Car first time exceed over 1000 thousand,China has already become the leading country of automobile production and consumption in the world.However,China's Automobile Sale Service still in the time of the complete car factories take the leading position,and the competition of automobile service has become the important way for many automobile production and sales companies.The characteristics of Service determine the inevitability of failure,however,in automobile sales services,due to the process of the complexity and high technical,service failed frequently.For instance,the service attitude of salesman is always cold,and they could not master accurately the professional knowledge of automobile capability,and the excessive commitment to customer does not agree on the after service and so on.The automobile sales enterprises only blindly remedy these problems after it happened,and they haven't systematically form remedy strategy,which leading to loss a lot of customers,and many serious consequences to the enterprises.This article takes an automobile brand store of certain city for example,to study on the causes of automobile sale service failure and remedial countermeasures.Sending questionnaire survey to customers and private car owners,then collecting relevant data,making statistics and analysis,finally to summarize the main expression form of automobile sales service failure,and through the form of interview,to analyze the reasons of the service failure.According to different stages(pre-sale,sale and after-sales service stage)of the automobile sales service,proposed remediation strategy,a number of recommendations,the limitations of this study and research directions of the future.