Soft skills in customer service: Sales area in automobile dealers

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.