2. We are a boutique management
consulting company working in the
automotive retail and wholesale
business.
We have successfully helped our
clients to increase their business
output and customer satisfaction at
dealerships.
THERE IS ALWAYS ROOM
TO IMPROVE
Serving clients since
2010
9out of
10consumers want extremely
efficient purchase process*
2 out of
3
consumers’ purchase
decision is influenced by the
cost and quality of service*
Source: Deloitte 2014 Global Automotive Consumer Study 2
3. “Insanity is doing the
same things over and
over again, and expecting
different results”
OURMOTTO
4. OUR SERVICES
IMPROVETHE OUTPUT OF DEALERS
Profit margin of an averagely
performing dealership
…with good location and
customer demographics
…serving a strong and popular
brand
…having the right size and
structure
…working with effective
dealership internal practices
We analyse the customer value creation
conditions:
- process
- practices
- environment
- knowledge, skills and attitude
Identify performance gaps
Design solution to close the gap with dealer staff
Implement solution at dealership
Train and coach people to make it stick in daily
workSource: McKinsey Quarterly, 2007
4
5. FORTHE PURPOSE OF
INCREASED CUSTOMERVALUE CREATION
CAPABILITY
SOTHAT WE GET ALL WE WANT AS
CUSTOMERS
Easy and simple buying experience
Right information at the right time
Trouble-free problem solution
Transparency of transactions
Less wasted time
Brand
Product
Relationship
Custom
er experience factors Reputation & promise
Use & benefits
Buying & ownership
Customer value is mostly
created at the bottom
5
6. TAILOR-MADE
CONSULTING
solutions
COACHING
and
TRAINING
classes
We don't have
off-the-shelf solutions
as you don’t have
off-the-shelf problems
WE FOCUS ON WHAT MATTERS
TO IMPROVE PRODUCTIVITY AND EFFECTIVENESS
6
Financial results
Customer
satisfaction
Internal practices
and processes
Organisational
capacity
Source: based on the Balanced Scorecard theory
introduced in Harvard Business Review article (Kaplan &
Norton, 1992).
Increase your sales
revenue, profitability and
market share
Develop your
management, sales and
after-sales force
Develop your customer
value creation capability
Improve the buying and
ownership experience
Selling and relationship competencies
• Basic to advanced selling skills
• Qualification skills
• Presentation skills
• Negotiation skills
• Communication skills
• Objection handling skills
• Interpersonal skills
• Customer engagement skills
• Supervisor and team leadership skills
Management competencies
• Sales force management and motivation
methods
• Workshop and parts management
• Supervisor and team leadership methods
• Managing your sales and after-sales business
through KPIs
• Target setting, forecasting and follow-up
• Execution measurement and management
• Time and task management
• Operating standards management
8. OUR CREDENTIALS
8
Our clients are or work with luxury
automotive brands.They appreciate
a partner who can provide them
with the expertise that helps them
to achieve higher results.
• We enjoy long-term relationship
with our key clients.
• We achieved this with
consistency in high quality
delivery and client service.
• We add unique value through
our geographical and industry
knowledge and experience.
“I have employed Kelemen Consulting in a number
of After Sales training projects in the past couple of
years. Their professionalism and understanding of
the business gave me a reliable service provider
that I always could count on.”
Customer Service Director, luxury car brand NSC,
China
“The training taught me a lot, because we have
never had such detailed system training before, and
this time manufacturer and dealers discussed lots of
problems and solutions. I wish to have more
opportunities to study in the future.”
Participant in After Sales system training of a luxury
car brand, China
“The coaching increased my capability of judging
and solving problems, improved my management
skills. The company increased sales by over 42% in
the year of the coaching, well above market and
brand average."
Participant in on-site coaching programme, GM of a
luxury car dealership, Shanghai, China
9. Founded in 2010
Operating in Shanghai and Kuala Lumpur
Specialist in customer value creation techniques in sales and after-sales
operations and consultancy services
Founders are professionals with significant experience in the automotive industry
Long-term relationships with our clients because of our acknowledged value to
them
We understand the regional needs and markets - we deliver proven practical
solutions
9
About Us
10. Sandor Kelemen
Co-founder and Managing Partner in Kelemen Consulting Co., Ltd. Sandor started his career on the showroom
floor as an automotive Sales Consultant in 1991 and worked his way up by gaining experience and growing his
automotive business competence in a number of sales, marketing, product operational and management
positions. His work experience comes from having worked in different middle, later senior positions in
dealerships, national sales companies, regional office and headquarters environment across 8 nations and 3
continents.
He has a vast experience and deep understanding of automotive retail and wholesale operations.This coupled
with a relentless drive for results allowed him to develop and implement several highly successful initiatives and
concepts that significantly improved his clients' business performance.
10
Erica Say
Co-founder and Managing Partner in Kelemen Consulting Co., Ltd. Erica has 15 years experience and knowledge in
marketing, product and brand management holding positions at a number of international Oil & Gas and FMCG
companies, before joining an automotive OEM brand’s regional HQ looking after the development of after-sales
service and marketing level for 3 premium brands in the Asia-Pacific region.
As the key driver in the company’s overall operation, her fluency in English, Mandarin and Cantonese, both written
and spoken, enables her to connect well to the diverse Chinese cultural and business environment, making sound
business decisions. Besides being a key contributor and valuable member in several high profile and highly successful
initiatives that helped improve clients’ business performance, she has conducted several effective consulting and
coaching projects at automotive premium brands’ dealerships in China.
MEET US
WE’VE BEENTHERE, DONETHAT,
LEARNED FROM IT
11. 4MORE
REASONS
WHYYOU SHOULD CONSIDER
CONTACTING US
We have a passionate and experienced team with many years of experience in the
automotive retail industry.
We have a proven track record of projects that delivered significant results to our
clients.
We are very good in what we are doing in sales and after-sales operations with over
30 years of combined work experience.
We are young, dynamic and dedicated to deliver value with high quality and very
professional work.You are NOT just another CUSTOMER.
“WHO SAIDTHE SKY ISTHE LIMIT,WHEN
THERE ARE FOOTPRINTS ONTHE MOON?”
