Research Article
Salesperson Communication Strategy in Dealing with Customer Complaints on After Sales Service (Kalla Toyota Cokroaminoto Makassar)
@INPROCEEDINGS{10.4108/eai.22-7-2023.2335514, author={Gabby Gabriella and Moeh Iqbal Sultan and Muhammad Farid}, title={Salesperson Communication Strategy in Dealing with Customer Complaints on After Sales Service (Kalla Toyota Cokroaminoto Makassar)}, proceedings={Proceedings of the 2nd International Conference on Social Sciences, ICONESS 2023, 22-23 July 2023, Purwokerto, Central Java, Indonesia}, publisher={EAI}, proceedings_a={ICONESS}, year={2023}, month={9}, keywords={salesperson customer service communication}, doi={10.4108/eai.22-7-2023.2335514} }- Gabby Gabriella
Moeh Iqbal Sultan
Muhammad Farid
Year: 2023
Salesperson Communication Strategy in Dealing with Customer Complaints on After Sales Service (Kalla Toyota Cokroaminoto Makassar)
ICONESS
EAI
DOI: 10.4108/eai.22-7-2023.2335514
Abstract
Salespeople are generally tasked in promoting goods to increase sales volume. Sales promotions by salespeople are short-term special programs and offers designed to entice consumers to make positive buying decisions. However in fact, after the Kalla Toyota salesperson has succeeded in selling car units, there is a stage called after-sales where there are complaints, obstacles and suggestions. The aim of this research is to understand the salesperson's communication strategy in dealing with customer complaints. This type of research is a qualitative descriptive research. The results of the study obtained that there was customer satisfaction with the service and handling carried out by the salesperson when the customer submitted his complaint. The salesperson deftly completes and implements a communication strategy with his communication skills and understanding regarding cars. In addition, Salespeople help customers for the consumer satisfaction and loyalty even though customer complaints are not part of the salesperson's duties.