ESTUDO DO SISTEMA DE PÓS-VENDA DO SETOR AUTOMOTIVO DA CIDADE DE LIMEIRA: O Caso Toyota

Resumo

Companies are in constant technological transformation, aiming at the search for innovation as well as changes in their customer service processes. The automotive sector has undergone major changes adapting to the new scenario in which the consumer is increasingly demanding, therefore, the major automakers are evolving, investing and developing improvements in their service from the sale of the product or service to the after-sales, with the objective of achieving customer satisfaction and positive experience. The objective of the present study is to analyze Toyota's after-sales system, identifying the factors that make it possible for the company to remain among the first, through the verification of the approach taken after the completion of a satisfactory purchase with the customer. The methodology applied to this study is the bibliographical and exploratory review with the application of a closed questionnaire, which through the data and results obtained made it possible to demonstrate the influence that the after-sales has on the sales of Toyota products and services. This paper reports on the after-sales of the Toyota dealership that is located in the city of Limeira, in the interior of São Paulo, in addition to discussing the history of Toyota's foundation, the insertion of the brand in Brazil and the importance of marketing and post-sale.