Implementación de un manual de funciones para el Departamento de Ventas, de la empresa Truly Nolen de la ciudad de Guayaquil
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Fecha
2017
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El objetivo de la presente investigación es describir cómo se va a mejorar el servicio que se brinda a los clientes de la Empresa Truly Nolen, por lo cual se va a implementar un manual de funciones para el departamento de ventas, donde se detalla el perfil y los conocimientos que debe de tener el funcionario de la compañía, los pasos que deberá seguir y así definir correctamente las actividades de cada funcionario de esta manera incrementar el crecimiento y desarrollo de la empresa, cuyo fin es mantener al cliente satisfecho y así mejorar los procesos de la empresa. Una de las principales razones de implementar un manual de funciones es especificar las funciones de cada colaborador y las tareas que se van a realizar de una manera eficiente enfocada a brindar un buen servicio al cliente, brindando soluciones a sus problemas con eficiencia. De esta manera establecer los lineamientos adecuados para el departamento de ventas, ya que se presenta malestar por parte de los clientes, porque no tienen el trato y la atención adecuada, porque el vendedor o colaborador al momento de hacer la visita no explica el problema peor aún la solución que se va a dar, y tienen que recurrir a otras áreas para recibir una buena atención y a su vez para que las inquietudes que tengan en ese momento puedan ser solucionadas.
Adicional el fin de esta investigación para implementar un manual de funciones, es fortalecer, la estructura organizacional y el buen servicio al cliente.
The objective of the present investigation is to describe how the service offered to Truly Nolen's customers will be improved, so that a function manual will be implemented for the sales department, which details the profile and The knowledge that the company official must have, the steps that must be followed and thus correctly define the activities of each official in this way to increase the growth and development of the company, whose purpose is to keep the customer satisfied and thus improve the processes Of the company. One of the main reasons for implementing a function manual is to specify the functions of each collaborator and the tasks that will be performed in an efficient manner focused on providing a good service to the client, providing solutions to their problems efficiently. In this way to establish the appropriate guidelines for the sales department, as it presents discomfort on the part of the clients, because they do not have the proper treatment and attention, because the salesman or employee at the moment of making the visit does not explain the worst problem Even the solution that is going to give, and they have to resort to other areas to receive a good attention and in turn so that the worries that have at that moment can be solved. In addition, the purpose of this research to implement a function manual is to strengthen, organizational structure and good customer service
The objective of the present investigation is to describe how the service offered to Truly Nolen's customers will be improved, so that a function manual will be implemented for the sales department, which details the profile and The knowledge that the company official must have, the steps that must be followed and thus correctly define the activities of each official in this way to increase the growth and development of the company, whose purpose is to keep the customer satisfied and thus improve the processes Of the company. One of the main reasons for implementing a function manual is to specify the functions of each collaborator and the tasks that will be performed in an efficient manner focused on providing a good service to the client, providing solutions to their problems efficiently. In this way to establish the appropriate guidelines for the sales department, as it presents discomfort on the part of the clients, because they do not have the proper treatment and attention, because the salesman or employee at the moment of making the visit does not explain the worst problem Even the solution that is going to give, and they have to resort to other areas to receive a good attention and in turn so that the worries that have at that moment can be solved. In addition, the purpose of this research to implement a function manual is to strengthen, organizational structure and good customer service
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MANUAL DE FUNCIONES, MARKETING Y VENTAS, SERVICIOS, PROCEDIMIENTOS