Propuesta de estrategias para mejorar la gestión operativa del modelo excelencia en ventas de General Motors implementado en el concesionario Campesa S.A. Bucaramanga

Abstract

The Sales Excellence Model of General Motors has been applied in different retailers in several countries of the world, the retailer Campesa de Bucaramanga S.A. decided to make its implementation looking forward to obtaining excellence results in its commercial activities. This retailer is one of the most representative locally, one of the principals at Colombia’s East and upholds an advantageous position in the market. Due to unexpected results in the application of measurement instruments of clients’ satisfaction, this investigation has been made to analyze and understand what has happened inside the company, to propose strategies oriented to achieve and maintain excellent results in the Customer Happiness Index as assurance of customers’ satisfaction achievement.