{"title":"Soft skills in customer service: Sales area in automobile dealers","authors":"Roxana Dalila Escamilla Vielma, Adriana Segovia-Romo, Jesús Fabián López Pérez","doi":"10.22201/fca.24488410e.2022.3172","DOIUrl":null,"url":null,"abstract":"In today's highly competitive market, Customer Service has become a survival strategy and a differentiator for companies. This paper aims to investigate the relationship of some soft skills as drivers of Customer Service in sales area collaborators. In the methodology, the hypothesis were established. A review of the literature was carried out for the construct’s establishment and the elaboration of the instrument. The survey was applied to a sample of 81 sale´s managers of automobile dealership in the Monterrey metropolitan area. The model was a multiple linear regression. The surveys were processed with SPSS Statistics through successive steps. The findings revealed that the hospitality, effective communication, and motivation are significant in relation to customer service in the collaborators of the automobile dealerships, specifically in the sales area. Teamwork and problem solving were not significant. These contributions will serve to build a soft skills profile in the sales collaborators","PeriodicalId":52100,"journal":{"name":"Contaduria y Administracion","volume":" ","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2022-03-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Contaduria y Administracion","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.22201/fca.24488410e.2022.3172","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 1
Abstract
In today's highly competitive market, Customer Service has become a survival strategy and a differentiator for companies. This paper aims to investigate the relationship of some soft skills as drivers of Customer Service in sales area collaborators. In the methodology, the hypothesis were established. A review of the literature was carried out for the construct’s establishment and the elaboration of the instrument. The survey was applied to a sample of 81 sale´s managers of automobile dealership in the Monterrey metropolitan area. The model was a multiple linear regression. The surveys were processed with SPSS Statistics through successive steps. The findings revealed that the hospitality, effective communication, and motivation are significant in relation to customer service in the collaborators of the automobile dealerships, specifically in the sales area. Teamwork and problem solving were not significant. These contributions will serve to build a soft skills profile in the sales collaborators
期刊介绍：
Contaduría y Administración (Accounting and Management)is a quarterly journal aimed to the academic community. Being peer-reviewed by double blind process,seeks to contribute to the advancement of scientific and technical knowledge in the financial and administrative disciplines. This journal publishes original theoretical or applied research (No case studies, descriptive and exploratory) in Spanish and English on the following subjects: • Organization Management • Production Management and Operations • Human Resources Management • Management of Information Technology • Accounting and Auditing • Management and Leadership • Business Economics • Entrepreneurship • Business Environment • Finance • Operations Research • Innovation and Technological Change in Organizations • Marketing • Micro, Small and Medium Enterprises • Planning and Business Strategies • Management Theory • Financial Theory • Business Decisions Contaduría y Administración (Accounting and Management) also receives research papers on related areas to the above mentioned.
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