TO:   Sales Consultants & Sales Managers
SUBJECT:  CSE Quick Tip #3 – A Perfect Delivery
Date:  February 2021

Vehicle delivery is a very exciting time for any customer, and it gives you the opportunity to make a great lasting impression with your customer. From reviewing the owner’s manual to orienting your customer to their new Kia vehicle, providing a seamless delivery experience heightens your customer’s excitement about their vehicle and its features. It also energizes the customer’s enthusiasm about your dealership.

Your customer should leave the dealership feeling confident in their new Kia vehicle, the kind of confidence that leads to repeat and referral business for you.

While there are many steps to the delivery process, the seven listed below are critical to complete during each and every delivery. If you master these critical steps, you’ll be on your way to a perfect delivery with every customer, every time.

1. Demonstrate Audio System operation
2. Explain key vehicle safety features
3. Pair/connect Bluetooth^®
4. Demonstrate Navigation System operation (if applicable)
5. Demonstrate the vehicle’s communication system
6. Demonstrate the UVO registration and activation process (if equipped)
7. Explain the Kia Drive Wise (Advanced Driver Assistance Systems) features and functions (if equipped)

To observe social distancing, customers may want to have the vehicle delivered to their home instead of taking delivery at the dealership, and explaining these key features is still important to providing a great experience.

Customers may be apprehensive or unable to come to the dealership to learn more about their new vehicle. Dealers can direct customers to the Kia Features & Functions Videos channel on YouTube^TM to easily learn more about their vehicle. Video conferencing apps can also let dealerships easily interact and demonstrate features and function remotely; for example, a customer could be sitting in their new car at home while a Sales Consultant is sitting in a similar car elsewhere to demonstrate features and functions remotely using video conferencing apps.

Delivery of the vehicle has become even more important. Kia customers want to better understand their UVO system. Utilize and plan the contact after delivery to further explain vehicle features and functions, especially targeting UVO.

During this time, please continue to practice social distancing and recommendations from the CDC, such as wearing face coverings.

TO:   Sales Consultants & Sales Managers
SUBJECT:  CSE Quick Tip #4 – Expediting F&I; Making the most of the Customer's Time
Date:  February 2021

Delivering a great customer experience in the F&I office starts before F&I begins. By understanding the customer’s needs and expectations and providing F&I eMenus you can help educate your customers, reduce F&I pressure, increase sales, and get customers into their new vehicles faster. This year's SSI results also show that take rates for all F&I products are higher when using eMenus. This means dealers don't have to sell so much since customers are learning about the F&I products without pressure and choosing to buy those products.

Offering Digital Retail tools on your website and eMenus help expedite the F&I process while also increasing F&I sales.

During these extraordinary times where we are asked to observe social distancing, having digital retailing tools available on dealership websites is more important than ever and will allow customers to do most, if not all of the vehicle transaction online from the comfort and safety of their own home.

Here are some best practices to speed up and improve the sales experience while in F&I:

1. Provide digital retailing tools on the dealership’s website, so customers can transact online
2. If in-person transactions are necessary, schedule an appointment to complete the transaction either at the dealership or the customer’s home with all documents ready in order to reduce the transaction time
3. If at the dealership, introduce the Finance Manager early in the sales process
4. Explain the purpose of the F&I meeting
5. Set expectations on the time it may take in F&I
6. Use eMenus to present protection products that are most important to the customer

The longer the F&I process takes, the less satisfied customers are. Make F&I fast and efficient by adopting Digital Retail tools that let customers do as much online as possible, including e-signing the paperwork. If the customer has to come in, prepare the paperwork in advance for a quick signature process. If there is a wait for F&I, use the time to go over the maintenance schedule and introduce the customer to the Service Manager. Also, with the complexity of today’s vehicles, this is a great time to walk the customer through the difficult to understand (DTU) and hard to operate (HTO) features on their new vehicle – especially those specific features that are most important to your customer.

As the wait time allows, give customers a hands-on experience in operating and using some of the following features to ensure understanding and retention of the features and functions below. During this extraordinary time, however, observe social distancing while informing customers about their new vehicle. Allowing the customer to sit in the car while the Sales Consultant stands outside at a distance can help. Refer the customer to the Kia Features & Functions YouTube^TM channel can also provide the customer the information they need about their new vehicle while observing social distancing.

• USB/Device Ports
• Support for Apple CarPlay^® and Android Auto^TM
• Bluetooth^® connectivity and phone pairing
• Voice Recognition (VR)
• Climate controls, including auto defog
• Key fob
• Available Smart Power Liftgate^TM/Smart Power Trunk^TM
• Steering-wheel-mounted controls and personalizing cluster settings for Kia Drive Wise (Advanced Driver Assistance Systems) and other features
• Wireless phone charger
• Raising windshield wipers (wiper service mode)
• Idle, Stop and Go (ISG) system
• Drive Mode settings

By providing digital retail tools, explaining the F&I process, setting customer expectations, and using any time the customer might be waiting for F&I to communicate valuable information, you leave the customer with a satisfying overall sales experience.

During this time, please continue to practice social distancing and recommendations from the CDC, such as wearing face coverings.