Client Problem
A nationwide chain of car dealerships faced slowing sales growth as the booming auto market in China entered a new phase of maturity and competition.

How We Helped
McKinsey’s study revealed major flaws in the sales departments of the client's dealerships, whose poor service skills were driving away customers. We trained the client team to implement a multi-faceted performance improvement plan, including a basic skills training program for dealership staff, as well as simple, ready-to-use tools to strengthen performance management. We also redesigned the client’s customer service and internal sales tracking processes.

Client Impact
The dealerships were able to attract significantly more new customers to its stores, boosting sales to levels previously unmatched. Customers also expressed a much higher level of satisfaction with after-sales service.