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 and new model launches such as the All-New 2022 EV6, whose customers are especially tech-savvy and expect Sales Consultants to be extremely knowledgeable about the vehicle’s features and functions.

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 Kia Connect registration and activation process (if equipped)

7. Explain the Kia Drive Wise features and functions (if equipped)

Using tablets and other devices will help provide consistent and accurate information to customers during delivery, whether the information comes from the Kia eDelivery tool, the Kia Product Presentation Center, or the Kia Features & Functions Videos channel on YouTube^TM. Customers trust what they see on screens.

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 functions 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 Kia Connect system. Utilize and plan the contact after delivery to further explain vehicle features and functions, especially targeting Kia Connect.

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

Sincerely,

Sales and Field Operations Team
Kia America, Inc.

Delivering a great customer experience in the F&I office starts before F&I begins. By completely understanding the customer’s needs and expectations and providing F&I eMenus and digital retail tools 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 do not have to sell so much since customers are learning about the F&I products without pressure and choosing to buy those products.

During these extraordinary times where we are asked to observe social distancing, having digital retail 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. Dealers should enable customers to use digital retail tools as much as possible online, up through signing for the car.

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 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 F&I products that are most important to the customer.

Allowing for customers to view F&I options online and using eMenus will take pressure off the customer. And customers who educate themselves online without pressure are more apt to purchase more F&I products across the board.

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 is coming 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™
• Bluetooth^® connectivity and phone pairing
• Voice Recognition (VR)
• Climate controls, including auto defog
• Key fob
• Available Smart Power Liftgate™/Smart Power Trunk™
• Steering-wheel-mounted controls and personalizing cluster settings for Kia Drive Wise and other features
• Wireless phone charger
• Raising windshield wipers (wiper service mode)
• Idle, Stop and Go (ISG) system
• Drive Mode settings
• HomeLink^®
• How to charge their vehicle (if applicable)

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.

Sincerely,

Sales and Field Operations Team
Kia America, Inc.