Bibliographic citations
Acosta, S., Cárdenas, K. (2024). La Satisfacción del Cliente y su Incidencia en la Gestión de Ventas de la Empresa Backus de la Sucursal de Huancayo, 2023 [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/675007
Acosta, S., Cárdenas, K. La Satisfacción del Cliente y su Incidencia en la Gestión de Ventas de la Empresa Backus de la Sucursal de Huancayo, 2023 [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/675007
@misc{renati/419854,
title = "La Satisfacción del Cliente y su Incidencia en la Gestión de Ventas de la Empresa Backus de la Sucursal de Huancayo, 2023",
author = "Cárdenas Torpoco, Karem Angelli",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The purpose of this Professional Sufficiency Work is to analyze how customer satisfaction affects the sales management of the Backus company at the Huancayo branch, 2023. Customer satisfaction is the way in which the customer feels comfortable with the entire process of acquiring a product, which through subcategories such as emotional, affective, affective - cognitive and behavioral satisfaction allows the company to achieve its objectives. This work has a qualitative approach that is descriptive - explanatory, where the method is a case study. The information collected was through documents provided by the company, as well as a review of literature and interviews with heads of the sales area, as well as an expert. Three alternatives were proposed to solve the problem, where alternative C was chosen as the most optimal. According to the results, training in soft skills will provide the company with multiple benefits, which highlights that optimally managing conflicts between seller and customer, where customer satisfaction and loyalty are sought, in addition to personal development and Professional sales force will result in an increase in the company's sales.
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