Lifeskill Car Sales Service at Pondok Mobil Arengka Showroom, Pekanbaru

Abstract

This study aims to examine the sales service life skills at the Pondok Mobil Arengka Showroom in Pekanbaru. This study employs a qualitative approach using a naturalistic method that emphasizes understanding phenomena in their natural state without researcher manipulation. Data collection techniques included observation, interviews, and documentation. The results indicate that the sales staff’s life skills at the Pondok Mobil Showroom are generally good, particularly regarding sales proficiency, service accuracy, the complaint and suggestion system, and analysis of lost customers. Sales staff demonstrate strong product knowledge, systematically explain vehicle specifications, and adapt their communication to meet customer needs. Service accuracy is evident in the sales staff’s ability to provide accurate, honest, and vehicle-condition-appropriate information, as well as to serve customers professionally, with discipline, and in a friendly manner. Within the complaint and suggestion system, sales staff handle complaints promptly, politely, and empathetically, using feedback as a basis for evaluating and improving service quality. Meanwhile, through lost-customer analysis, sales staff can identify the factors that led customers to abandon their purchases—such as price, financial circumstances, and family considerations—while maintaining positive relationships with customers through polite communication and consistent follow-ups. Overall, the sales service skills possessed by sales staff play a crucial role in fostering customer satisfaction, building consumer trust, and supporting sales success at the showroom