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Sales process for the sale of passenger vehicles and quality analysis of the sales process using the mystery shopping method

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In the diploma thesis, we focused on the sales process and building a relationship with the customer in the sale of personal vehicles. With the conducted research, we wanted to determine the extent to which sales consultants in showrooms follow the prescribed procedure and how they approach the relationship with the customer. The relationship with the customer and the understanding of his needs and desires is nowadays one of the main criteria for successful sales.

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