El Servicio postventa y su incdencia en la Fidelidad de los clientes en los talleres de Automotores de la Sierra en la ciudad de Ambato.

Abstract

Automotores de la Sierra S.A. begins his formal management in 1960, under the command of Rodrigo Vela Barona and Temístocles Sevilla, the Quito Company’s Cabeza de Vaca Brothers & Cía. They join to form the company ASSA with a capital of two hundred thousand sucres and are set in the shop of Temístocles Sevilla located on the street Bolivar and Martinez. It is engaged in the wholesale and retail of new and used vehicles: passenger vehicles, special vehicles such as ambulances and minibuses, trucks, among others. After-sales service is vital to retain customers, as well you can understand the views of the same, and identify opportunities for improvement in the service provided and to assess the spare parts and the processes used to ensure the necessary feedback. After an extensive analysis has shown that the company only has a loyalty program for customers, however this unique program has shortcomings therein such as those offered promotions and also the lack of campaigns to position the ASSA brand in the market. It proposes therefore the promotion plan that persuades and informs potential buyers, and reminds them of the existence of a company and its products. The intense competition between various industries, as well as between companies in the same industry, imposes enormous pressure to promotional programs vendors.