首都经济贸易大学硕士学位论文论汽车4S店高效销售团队的建设与管理姓名：邹杰良申请学位级别：硕士专业：企业管理指导教师：汪秀英20100301首都经济贸易大学硕士学位论文论汽车4S 店高效销售团队的建设与管理中文摘要2009 年10 月，中国成为继美国、日本之后世界上第三个汽车年产量达到1000万辆的，伴随着汽车销量的飞速增长，汽车品牌授权4S 店也如雨后春笋般涌现出来。
自1998 年北京第一家汽车4S 店诞生以来，汽车品牌4S 店带来了发达汽车销售服务理念，保障了汽车消费者、车主的应得利益。
但伴随着汽车销售量和4S店数量的快速扩大，很多现实问题不断暴露出来，例如：品牌销售服务流程执行不力、销售人员学历素质偏低、团队凝聚力差、人员流动率高、客户忠诚度低，从而更重影响到单车盈利，经销商贫于围绕销量、价格低层次恶性竞争，被厂家销售任务压迫不得不着眼短期利益。
受于各面压力，目前在汽车品牌4S 店销售部门存在着重的重“理事”轻“管人” 、重“经营”轻“管理”等现象，销售部门的经理整、重“业务”轻“团队”日被拖累在日常销售业务中，而没有拿出专门精力来考虑销售团队的建设。
汽车经销商的当务之急是培养出更多的优秀销售服务人员、铸造一个可以提供高质量销售服务的团队、打造一个高绩效团队。
先有队伍再打仗，汽车销售服务4S 店发展的关键要素是团队。
本篇文章主题是《论汽车4S 店高效销售团队的建设与管理》，详细论述了“团队组建、有效沟通、有效领导、人性化管理”这四项容对打造4S 店高效销售团队的重要作用和实施的基本法。
本文立足目前汽车品牌4S 店销售部门现状，运用组织行为学、管理学、人力资源管理等专业相关知识理论，参考学习相关理论研究成果、文献资料。
作者从一家汽车4S 店销售经理的视角、从实用实战角度出发，结合自己在汽车品牌4S 店销售部5 年的实际工作经验和具体背景，旨在形成一套实用的管理销售团队的法。
具体容包括：注重人性化管理，招募有学习力、高品德、具有正面价值观的高素养销售人员；在制度化管理中合理实施人性化管理；准确有效的沟通建立积极向上、相互信任的销售队伍；以高超的领导力引领影响员工、从思想层面为销售人员明确工作目标、让员工主动工作。
经过作者近三年围绕在职研究生学习容的研究实践探索学习，作者认为如果在团队组建、人性化管理、有效领导、有效沟通四个面做到如上面所述的理想状态，将会对打造一支高绩效汽车4S 店销售队伍具有重要作用。
拥有一支具有核心竞争力的销售团队，可以确保整个团队的销售服务能力不断提高，销售业绩、销售利润等指标的完成就有了坚实的保障。
关键词：人性化管理有效领导有效沟通团队组建汽车品牌授权4S 店III首都经济贸易大学硕士学位论文论汽车4S 店高效销售团队的建设与管理Abstract In October 2009 China became the third nation whose vehicle productionreached 10million of the country after United States and Japan. Accompanied by the rapid growth incar sales auto brand franchised 4S dealers have also sprung up. Since the foundation offirst auto 4S shop in Beijing in 1998 auto shops have brought the auto maker’s ser vicestandard in sales and service to consumers and protected the car customs interests. Butwith the dramatic increase of car sales and the rapid expansion of the number of 4S shopsmany practical problems exposed constantly such as weak implementation of brand salesprocesses low quality of sales personnel qualifications poor solidarity high staff turnoverlow customer loyalty and low profits. Dealers focus on the low-level competition aboutsales price and can’t help but concentrated on short-term target such as sales volume taskassigned by auto manufacturers. Because of operation pressure many serious problems currently exist in 4S storessuch as emphasis on quotBusinessquot quotOperationquot but neglect quotTraining personquotquotManagementquot and other similar phenomena. Sales department managers havebeendragged down all day in their daily sales whilenot devote special effort to consider thesales team building. The most urgent task of auto dealers is to cultivate more excellent staffand build ahigh-performance team who can provide high-quality service to customers.Staff and team are key elementof auto 4S shops. This thesis theme is quotThe construction and management of high-performance salesteam in 4S car storequot. This thesis is based on the current status of automobile 4S dealersusing knowledge of Organizational Behavior Management Human Resource Managementand other professional theories. The author is a sales manager and possesses 5 years ofpractical work experience ranging from sales consultant to sales manager ranging fromsales department to marketing department in a car 4S shops. He makes use of hisprofessional background to write this thesis. The author aims to construct a series ofeffective method of sales team management through this thesis. Details contain: Focus onhuman-oriented management recruiting sales staff withlearning ability high moral character positivevalues rational people-orientedmanagement in institution management accurate and effective incentive to establishpositive and mutual trust sales team superb leadership influence mentality of sales teamto establish clear targets and inspire the team’s initiative. In my three years of on-job postgraduate intensive research and study I think that the IV首都经济贸易大学硕士学位论文论汽车4S 店高效销售团队的建设与管理ideal result as described above in the following four aspects: human-based managementeffective communication effective leadership and talent selection has a critical role tocreate ahigh-performance auto 4S sales team. With competent sales team you can ensurecontinuously improvement of sales service performance and it is a solid guarantee for salesprofits. Key Words: Human-oriented Management Effective Leadership EffectiveCommunication Selection of Team Member Automobile m anufacture’s franchised4S shop. V首都经济贸易大学硕士学位论文论汽车4S 店高效销售团队的建设与管理独创性声明本人重声明：今所呈交的《论汽车4S 店高效销售团队的建设与管理》论文是我个人在导师指导下进行的研究工作及取得的科研成果。
尽我所知，文中除了特别加以标注和致的地外，论文中不包含其他人已经发表或撰写的容及科研成果，也不包含为获得首都经济贸易大学或其它教育机构的学位或证书所使用过的材料。