Research On The Relationship Between Quality Of Service And Sales Performance Of Salespeople In Automobile Industry

With the spread of the global financial crisis, sales competition among enterprises of automotive industry is greatly increasing. When customers select and buy goods, they will pay more attention to the quality of service of salespeople in automotive industry. The improvement of the quality of services of salespeople in automotive industry will bring the enhancement of customer satisfaction, the improvement of relationship quality between salespeople and customers, and then bring the increase of salespeople and enterprises sales performance.Based on the literature of quality of service, according to the characteristics of salespeople in automotive industry, this paper has constructed the structure model of the relationship between quality of service and sales performance of salespeople in automotive industry, carried out empirical research with the effective sample of 203 salespeople in Chinese enterprises, and obtained some valuable research findings. Research findings and contributions of this paper mainly lie in three areas:1. This paper has constructed the structure model of the relationship between quality of service and sales performance of salespeople among enterprises in Chinese automotive industry.2. This paper has developed the scales of quality of service and sales performance of salespeople among enterprises in Chinese enterprises culture.3. This paper has revealed the effect mechanism between quality of service and sales performance of salespeople among enterprises in Chinese automotive industry.