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@article{209378,
        author = {Pranjali Umakant Chilange},
        title = {Lead Follow-Up, Conversion and Customer Satisfaction Evidence at An Indian Automobile Dealership: An Applied Descriptive Case Study of Kundan Hyundai},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {5},
        pages = {1625-1630},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=209378},
        abstract = {Dealerships invest heavily in generating enquiries, yet conversion depends on how those enquiries are handled afterwards. This applied, descriptive single-company case study examines lead follow-up and conversion at Kundan Hyundai, a Hyundai dealership in Pune, India, during an on-the-job training placement from 15 May to 15 July 2026. The student researcher compiled a convenience sample of 75 anonymised leads from the dealership's lead tracker, collected responses to a five-statement questionnaire from 12 sales and business development staff, and obtained 50 usable responses from car owners and prospective buyers through an online form. Analysis relied on frequencies, percentages and cross-tabulation. Of the 75 leads, 26 (34.7%) reached a confirmed booking. Conversion declined from 60% among leads contacted within 30 minutes to 17% among those first contacted after 24 hours, and rose from 20% to 53% as follow-up attempts increased from one or two to six or more. Leads followed up by call plus message converted more often (43%) than call-only leads (26%). Only four of 12 staff reported weekly review of ageing leads. These associations are consistent with response speed, persistence and channel mix mattering, but the sample is small, non-random and not independently audited, so causal claims are not supported.},
        keywords = {lead management; lead follow-up; conversion; customer satisfaction; automobile retail; India; AIDA; personal selling},
        month = {October},
        }