Atención al cliente en el departamento de venta del Comercial Disensa de la Parroquia San Juan del cantón Puebloviejo en el período 2022.

This case study deals with customer service in the Sales Department of the Disensa Commercial in the San Juan parish of the Puebloviejo canton, which aims to evaluate customer service in Disensa. The methodology used consisted of a quantitative approach, field and documentary research, inductive method and the survey technique with its respective instrument, which was directed at 150 commercial clients. The results were that: a considerable percentage of customers did not always have an adequate purchasing experience because the sales associates did not clarify their questions or doubts in a friendly and empathetic manner. A minority of customers indicated that there were delays in the delivery of purchases. Furthermore, they consider that collaborators do not always project an adequate image and sometimes received unfriendly and proactive attention. The majority of customers have not had any problems with the sales staff during their purchases at the Comercial and have a good perception of the commercial. In conclusion, Disensa as a sales strategy applies discounts only when customers make purchases of a certain amount of money or construction material. The customer satisfaction level of the commercial is only good because at certain times the customers had an unsatisfactory purchasing experience due to all the inconveniences mentioned during their stay in the commercial.

• Hoofdauteur: Tiñe Chasi, Deyvis Wilfrido (author)
• Formaat: bachelorThesis
• Gepubliceerd in: 2023
• Onderwerpen: Atención al cliente; Satisfacción de cliente; Departamento de Venta; Percepción del cliente; Estrategias de venta
• Online toegang: http://dspace.utb.edu.ec/handle/49000/14742