HUMAN RESOURCE DEVELOPMENT

GROUP ASSIGNMENT
GROUP-1

GROUP MEMBERS:
Arjun. R -P23113
Susan Mariam Thomas -P23334
Preeti Das- P23326
Sri Laxmi-P23257
Hiba C K -P23179
TITLE
Training on Communication etiquette for salesperson in an automobile industry.

INTRODUCTION
In the current competitive automotive market, sales professionals are crucial in creating the customer
experience and influencing purchasing decisions. Effective communication and professional
decorum are essential for building trust, imparting product knowledge, and sustaining enduring
customer relationships. Students entering sales positions in the automobile sector must cultivate
crucial soft skills to excel in customer-facing roles. A focused training program that develops these
abilities will enhance their confidence and empower them to represent their companies professionally.

This Training Needs Analysis (TNA) paper seeks to define the specific communication and etiquette
competencies necessary for successful careers in vehicle sales and to evaluate the present competency
levels of students seeking to enter this profession. This analysis will identify skill deficiencies,
establish training goals, and delineate a program that conforms to industry standards. This TNA will
facilitate the creation of a structured training program designed to equip students with the requisite
skills to fulfil industry standards and provide exemplary customer service.

SKILL IDENTIFICATION

• Role of Communication and Relationship-Building in Automobile Sales:

Communication and etiquette skills are essential in the vehicle sales sector, where establishing
trust and relationship with clients is crucial for finalizing sales and cultivating customer
loyalty. Effective communication allows sales people to articulate product characteristics,
benefits, and value propositions, facilitating educated purchasing decisions for customers.
• Impact of Verbal and Non-Verbal Communication on Customer Experience Proficient:
Verbal and non-verbal communication enhances a salesperson's capacity to discern customer
wants, alleviate anxieties, and deliver a favourable overall experience, serving as a crucial
difference in a fiercely competitive industry.
• Importance of Professional Etiquette in Shaping Dealership Reputation:
Moreover, professional manners influence the dealership's brand and reputation. Adhering to
proper etiquette encompassing courteous demeanour, timeliness, active listening, and
attentiveness exemplifies respect and professionalism, which are crucial for establishing
confidence with prospective buyers. In a domain characterized by frequent and personal
customer interactions, a deficiency in etiquette can readily interrupt the sales process,
 resulting in lost opportunities and unhappiness. Instructing students in these competencies
equips them to interact with consumers in a way that satisfies industry benchmarks.

NEED FOR THIS TRAINING

Training Program Rationale: A training program focused on communication and manners is

necessary due to skill gaps between students' academic knowledge and the requirements of sales roles
in the automobile industry.

Academic vs. Social Skills:

• While technical knowledge can be learned through books, social skills like interpersonal
communication, attentiveness, discretion, and decorum need practical experience.
• Students sometimes show reluctance toward actively participating in social skills training,
which can be a barrier to their development.

Importance of Social Skills in Automobile Sales:

• In automobile sales, social skills are crucial because success often depends on salespeople’s
ability to connect with customers, build rapport, and establish trust.
• Lack of these skills may lead students to underperform in customer service and fail to
capitalize on sales opportunities.

Industry-Specific Requirements:

• Vehicle sales positions require not only product knowledge but also skills to handle objections
diplomatically, explain product details clearly, and maintain the dealership’s image.
• Many students are not fully aware of industry standards and may struggle to provide effective
customer introductions and product demonstrations.

Training Needs Assessment (TNA):

• A TNA enables the systematic evaluation of skill gaps, ensuring training objectives are
aligned with industry standards.
• The TNA approach ensures that students gain the knowledge needed for their roles and the
aptitude required to succeed in automobile sales.
METHODOLOGY OF TRAINING NEEDS ANALYSIS

Objectives:

1. Equip participants with the ability to articulate product features, benefits, and value
propositions clearly and confidently to customers.
2. Foster active listening techniques that enable participants to understand customer needs,
concerns, and feedback effectively, facilitating more meaningful interactions.
3. Educate participants on the principles of professional etiquette, including appropriate attire,
punctuality, and respectful communication, to enhance their image and professionalism in
customer interactions.

ANALYSE CURRENT SKILLS

1. Verbal Communication Skills

• Assessment Findings: Many students possess basic knowledge of automotive products and
sales techniques but often struggle to articulate their thoughts clearly and persuasively during
sales interactions. While they can provide information about product features, they may lack
the ability to tailor their communication to different customer profiles effectively.
• Current Skill Level: Intermediate, with a need for improvement in clarity, persuasion, and
adaptability in communication.

2. Active Listening

• Assessment Findings: Some students demonstrate a willingness to listen to customers but may
not consistently practice active listening techniques, such as paraphrasing, summarizing, and
asking clarifying questions. This gap can lead to misunderstandings and missed opportunities
to address customer needs effectively.
• Current Skill Level: Basic, requiring focused training to develop active listening habits and
techniques.

3.Professional Etiquette

• Assessment Findings: Students may have a basic understanding of professional etiquette but
lack familiarity with industry-specific standards. Issues such as dress code, punctuality, and
formal greetings may be inconsistent among participants, affecting their professional image
in sales contexts.
 • Current Skill Level: Basic, requiring comprehensive training on the nuances of professional
behaviour in the automotive sales environment.

4.Confidence in Sales Interactions

• Assessment Findings: Many students express anxiety or nervousness about engaging with
customers, which can inhibit their performance during sales presentations. A lack of practical
experience contributes to this lack of confidence.

• Current Skill Level: Low, indicating a significant need for training that includes practice
scenarios to boost self-assurance in real-world interactions.

SKILL.GAPS

An understanding of students preparing for the car sales industry has revealed several skills which
are lacking in a student to enable them become effective when dealing with customers. First, in the
case of spoken communication, the students can only give reasonable ratings about it, though when
explaining product details, they find it difficult to fluently persuade the audience. This proves that
they need to improve on their reception of messages that they are sending depending on the type of
customers.

Also, now there are deficiencies in the circle of active listening. Some of the students may not engage
in simple activities such as recapping and questioning which are vital in ensuring that one meets the
customer needs adequately. Also, they don’t have proper facial expressions because students do
nervous things that distract from their overall appearance when they interact with salespeople.
Students also equally lacked information on professional courtesy that is expected of one by the line
of work one chooses to pursue. They lack knowledge on most of these guidelines like how one
dresses, or how to associate oneself with a stranger. Lack of knowledge poses a problem to their
business image in a sales environment.

Moreover, students appear not to understand how they can offer customers service, whereby when
conversing with customers, they have no clue on how to do a proper objection handling and tough
talks which are essential in making the customers continue with the process. Last, there is a large gap
in confidence; students easily become stressed when it is time to communicate with customers,
especially in situations requiring sales-oriented conversation. Ensuring students receive focused
training to complete these gaps is critical to preparing students to succeed in this competitive car sales
industry, which in turn makes students more employable, while also making them better where they
interact with customers.
RECOMMENDED TRAINING PROGRAM

Verbal Communication Skills

• Focus on techniques for articulating product features and benefits effectively.

• Training on adjusting communication style to suit different customer profiles.
• Role-playing scenarios to practice sales pitches and presentations.

Active Listening Techniques

• Workshops on active listening strategies, including paraphrasing and summarizing.

• Interactive exercises to enhance attentiveness and responsiveness to customer needs.

Non-Verbal Communication

• Sessions on understanding and utilizing body language, eye contact, and facial expressions.
• Practice sessions to develop a confident presence during customer interactions.

Professional Etiquette

• Training on industry-specific professional etiquette, including dress code and communication

norms.
• Guidance on managing first impressions and maintaining professionalism in various settings.

Customer Service and Handling Objections

• Techniques for effective customer service and building rapport.

• Strategies for addressing objections and managing difficult customer conversations through
role-playing and scenario analysis.

Relationship-Building Skills

• Training on initiating and maintaining customer relationships to foster loyalty and repeat
business.
• Exercises focused on empathy and understanding customer motivations.

Confidence Building in Sales Interactions

• Practical workshops designed to boost self-assurance through mock sales scenarios and
feedback sessions.
• Development of coping strategies to manage anxiety and improve overall performance in
customer engagements.
TRAINING DELIVERY METHOD

To effectively deliver the recommended training program, a blended learning approach will be
employed, incorporating both face-to-face and online components. This methodology will facilitate
engagement, flexibility, and accessibility for students:

• In-Person Workshops: Conduct interactive workshops that allow students to practice skills
in real-time through role-plays, group discussions, and feedback sessions.

• Online Learning Modules: Develop online resources, including videos, articles, and
quizzes, to complement in-person training and allow students to review concepts at their own
pace.

• Role-Playing and Simulations: Use role-playing scenarios and simulations to provide

students with hands-on experience in a safe environment, helping them to apply skills learned
in workshops.

• Peer Feedback and Collaboration: Encourage peer-to-peer learning and feedback to foster
a supportive environment where students can share experiences and learn from one another.

• Guest Speakers and Industry Experts: Invite professionals from the automobile industry
to share their insights and experiences, providing students with valuable perspectives on
effective communication and etiquette in the field.

CONCLUSION

In conclusion, a look at the current skills of students who are training to be car salespeople shows
that they need to work on their communication and business manners a lot. Even though students
know basic things, they have trouble putting things into words clearly, listening carefully, and reading
nonverbal cues correctly. They also don't know much about business etiquette and customer service,
which makes it hard for them to build relationships and deal with objections in sales situations. These
problems will be fixed by the suggested training program, which includes specific modules that will
help students learn important skills and feel more confident when talking to customers. The program
will better prepare students for successful careers in the competitive auto sales business by giving
them the skills they need.