Customer Service During the Health Emergency in the La Condamine Shopping Centre

Abstract

Sales management involves the establishment of strategic objectives, development and control of the action plan, and planning and management of the necessary resources to increase revenue. Customer service is a fundamental marketing tool and has a direct impact on sales. It is responsible for establishing places of contact with customers and for using channels while establishing relationships with them before, during, and after the sale of a good or service [6]. The purpose of this work was to analyze and predetermine how the quality of customer service influenced sales during the health emergency at the La Condamine Shopping Center in the city of Riobamba. The study sample included 200 merchants. The results show a need for improvement in customer service by the sales representative in order to increase their sales.

Keywords

• customer care, service, sales, consumers, pandemic.