Comportamento do consumidor: uma análise das táticas de pós-vendas

Abstract

With the growing competition and consumer demand, the market needed strategic actions adopted by companies to be applied in after-sales, aiming at customer satisfaction and loyalty. This article presents tactics that seek to meet and exceed the needs of the clientele, through a good relationship, quality of care, products and services. The problem of studying how after-sales can be a competitive advantage to retain consumers. To achieve the following objective, offer tactics that can improve post-sales as a tool to build customer loyalty. The variables related to the investigated phenomenon are consumer behavior, marketing, post-sales and operating tactics. This work is justified by the importance of the relationship between companies and consumers. The methodological approach used was bibliographical research, of the descriptive type and qualitative approach to the problem, based on material published in scientific articles and other documents. The most used strategies followed a comparison with ideas from authors who contributed to the research. As for the implementation of post-sales services in organizations, it effectively contributes to customer loyalty, to the creation of value and efficiency in solving buyers' problems, as well as to future research in the field of marketing to improve strategies and at the organizational level