Marques, CarlosFrazão, João Miguel Almeida2017-09-132020-01-202017-01-20http://hdl.handle.net/10362/23222This study was conducted with the purpose of implementing a project, within the company Imperial Tobacco, with the goal of optimizing the work of the Sales Representatives and ultimately improve the company’s results by assuring that their roles were well defined and met their expectations and skill sets. In order to do so, a new retail classification was performed, the previously theoretical role differentiation was now implemented and the activities performed per cycle were diminished in order to increase focus and efficiency. Due to its recent implementation, results are still unknown but are expected to affect in a positive way the Sales Reps morale, as well as the increasing sales in the higher turnover Points of Sale.engSales representativesEngagementJob functionTobaccomaster thesis201714868