Car Sales Improvement

Background

• OEMs planned to improve customer satisfaction in both sales and service at their retail network
• They wanted to train their field managers and dealer network on how to systematically improve their CSI and SSI results with help from an international automotive consulting firm
• KPIs regarding to CSI and SSI needed to be identified along with best practice

Our Role

• Translated, localized, and enhanced training materials originally created by the international consulting firm
• Performed train-the-trainer sessions with local knowledge and insights
• Organized and conducted nationwide dealer network training and onsite coaching sessions

Our Process

• Comengine conducted in-dealership surveys to help understanding of results from major CSI and SSI studies
• Identified key areas of concern and gain insights of local best practice
• Edited and tailored training materials to fit local customs

Training and Coaching

• 3 days of training and onsite coaching;
• Demonstrated importance of CS via business case studies
• Identified key issues and developed action plans to effectively improve results
• Conducted role playing to improve attitude and understanding