<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0186-1042</journal-id>
<journal-title><![CDATA[Contaduría y administración]]></journal-title>
<abbrev-journal-title><![CDATA[Contad. Adm]]></abbrev-journal-title>
<issn>0186-1042</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional Autónoma de México, Facultad de Contaduría y Administración]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0186-10422022000200010</article-id>
<article-id pub-id-type="doi">10.22201/fca.24488410e.2022.3172</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Soft skills in customer service: Sales area in automobile dealers]]></article-title>
<article-title xml:lang="es"><![CDATA[Las habilidades blandas en el servicio al cliente: en el área de ventas de las concesionarias de automóviles]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Escamilla Vielma]]></surname>
<given-names><![CDATA[Roxana Dalila]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Segovia-Romo]]></surname>
<given-names><![CDATA[Adriana]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[López Pérez]]></surname>
<given-names><![CDATA[Jesús Fabián]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Nuevo León  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2022</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2022</year>
</pub-date>
<volume>67</volume>
<numero>2</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S0186-10422022000200010&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S0186-10422022000200010&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S0186-10422022000200010&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[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&#8217;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.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen En el mercado altamente competitivo de hoy, el Servicio al Cliente se ha convertido en una estrategia de supervivencia y un diferenciador para las empresas. Este trabajo tiene como objetivo investigar la relación de algunas habilidades blandas como impulsores del Servicio al Cliente en los colaboradores del área de ventas. En la metodología se establecieron las hipótesis. Se realizó una revisión de la literatura para el establecimiento de los constructos y se elaboró el instrumento para la investigación. La encuesta se aplicó a una muestra de 81 gerentes de ventas de concesionarios de automóviles del área metropolitana de Monterrey. El modelo fue una regresión lineal múltiple. Las encuestas fueron procesadas con SPSS Statistics a través de pasos sucesivos. Los hallazgos revelaron que la hospitalidad, la comunicación efectiva y la motivación son significativas en relación con el servicio al cliente en los colaboradores de las concesionarias de automóviles, específicamente en el área de ventas. El trabajo en equipo y la resolución de problemas no fueron significativos. Estos aportes servirán para construir un perfil de habilidades blandas en los colaboradores de ventas.]]></p></abstract>
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<kwd lng="en"><![CDATA[M53]]></kwd>
<kwd lng="en"><![CDATA[O15]]></kwd>
<kwd lng="en"><![CDATA[customer service]]></kwd>
<kwd lng="en"><![CDATA[effective communication]]></kwd>
<kwd lng="en"><![CDATA[hospitality]]></kwd>
<kwd lng="en"><![CDATA[motivation]]></kwd>
<kwd lng="en"><![CDATA[soft skills]]></kwd>
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<kwd lng="es"><![CDATA[M12]]></kwd>
<kwd lng="es"><![CDATA[M53]]></kwd>
<kwd lng="es"><![CDATA[O15]]></kwd>
<kwd lng="es"><![CDATA[atención al cliente]]></kwd>
<kwd lng="es"><![CDATA[comunicación efectiva]]></kwd>
<kwd lng="es"><![CDATA[hospitalidad]]></kwd>
<kwd lng="es"><![CDATA[motivación]]></kwd>
<kwd lng="es"><![CDATA[habilidades blandas]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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