Completely understanding your customers’ needs is essential to understanding your customers’ preferences for their new Kia vehicle, while building value in you, your dealership, and the Kia brand. Taking the time to completely understand your customers’ needs may help close the sale today, while setting you up for success delivering the new vehicle and reducing problems on delivery (POD).

How do Completely Understanding Your Customers’ Needs and POD tie together?

Completely understanding your customers’ needs during the delivery process allows you to customize the delivery to features that are most important to the customer, all while increasing customer satisfaction and reducing POD.

Important points to remember while completely understanding your customers’ needs:

• Ask open-ended questions to learn what motivates the customer
• Paraphrase the customer to demonstrate your understanding
• Learn if the customer has knowledge of Kia products, features, and functions
• Understand the customer’s time constraints and expectations of the process
• Completely understand the customer’s needs and let them know that you do

Completely understanding your customers needs can be done while observing social distancing via video conferencing apps and other tools such as email, text, and video chat. If in-person, observing social distancing will show concern for customers’ health and safety.

When it’s time for the new vehicle delivery, use the knowledge gained from the questions asked to tailor the delivery to your customer:

• Customize the new Kia vehicle delivery to the customer’s key motivators
• Spend time with Difficult to Understand (DTU) and Hard to Operate (HTO) features that matter most to the customer
• Use the Kia eDelivery Tool to prepare for a customized delivery. The tool lets customers select the functions most important to them and adds them to the features & functions presentation que.
• Under the current circumstances around COVID-19, customers may be apprehensive about staying at the dealership for a long time 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. To make the customer feel at ease, deliver the vehicle in a well-ventilated area while still wearing masks or offer a virtual delivery using video conferencing apps. There are many options out there.

Remember, completely understanding every customer’s needs, every time, and customizing the delivery to the customer’s specific preferences will help boost your sales, reduce POD, and enhance the overall customer experience.

Customers appreciate you keeping their health and safety in mind throughout the process. During this time, please continue to practice social distancing and recommendations from the CDC, such as wearing face coverings.