Lorena FLUERAS, Adelina HAN
Rezumat
Lucrarea iti propune aflarea opiniei despre calitatea serviciului relatii cu clientul la un show-room
auto. S-a conceput un chestionar de ancheta cu 21 de intrebari, dintre care se vor prezenta doar intrebarile ce
vor evidentia strict relatia dintre clienti si consultantii de vanzari ai firmei. Intrebarile au fost centrate pe
parerea clientilor despre consultantii de vanzari, despre gradul lor de cunoastere a produselor si serviciilor
oferite spre vanzare, despre capacitatea lor de vinde aceste produse si servicii, despre satisfactia fata de
intreaga echipa de vanzari. Va fi evidentiat foarte bine faptul ca, respondentii au apreciat, in proportie de peste 60%, ca sunt multumiti de echipa de vanzari, raspunsul lor fiind completat si de motive personale bine
intemeiate. De asemenea, acestia au facut si cateva propuneri de imbunatatire in ceea ce priveste
comunicarea cu consultantii de vanzari, respectiv a intregii activitati legate de relatia consultantilor cu clientii.
Cuvinte cheie: chestionar de anchetaclientiagenti de vanzarisatisfactii.
Abstract
The paper proposes to find out the general opinion about the clients relations service inside an
auto showroom. It was created an inquiry questionnaire with 21 questions from which it will be presented only
the most relevant question relative to the relation between clients and the company consultants. The
questions were centered on the general client opinion of the sales consultants, the knowledge degree relative
to the saled products and their capacity to sell those products and services and of course the satisfaction
degree towards the entire sales team. It will be underlined the fact that the inquired people appreciated with a
proportion of 60% the fact that they are satisfied with the sales team, their response being completed with
well-founded personal reasons. Also the inquired people made suggestions in regards to improving the
communication with sales consultants and also to the entire relationship between consultants and clients
Keywords: inquiry questionnaireclientssales agentssatisfactions
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