Each Kia vehicle on Kiappc.com gets specific features and delivery tips highlighted. Taking the time to explain these features and functions at delivery will benefit you and your customers and make them more comfortable with operating new features on their own. By understanding your customer’s needs and providing thorough instruction, this can help keep your customer experience scores (SEI) high.

Proactively educate customers on Kia Features & Functions:

1. Complete available KU trainings on KDealer
   The best place to get up to speed on the features & functions of any Kia vehicle is by completing the variety of trainings offered by Kia University – courses focused on specific Kia models and technologies (such as UVO or Kia Drive Wise).

2. Use the UVO Availability Tool during delivery and explain benefits of registering for UVO
   Use the UVO Availability Tool with your customer’s VIN to present and demonstrate the UVO system and its exciting feature highlights specific to their vehicle. Customers can use the UVO Availability Tool as well should they have additional questions. Visit the UVO Availability Page and select the vehicle’s Year/Model/Trim Level or input the Vehicle Identification Number (VIN).
   
   Once your customer is familiar with the UVO features on their new Kia, explain the benefits of registering for UVO. Help your customers register for UVO link by downloading the Kia Access with UVO link app on their mobile device, or online at owners.kia.com. Additional resources may be found in the UVO pages for each Kia vehicle.

3. Familiarize yourself with the HomeLink® user experience
   When explaining this feature to your customer, point out that HomeLink® garage door pairing may not come as naturally as some of the other features. By letting customers know upfront, they won’t spend time needlessly troubleshooting, which will save them from frustration. If you have time, watch the video on HomeLink® setup on Kia’s YouTube^TM channel with your customer. If your customer does not have time, share the following link with them, so they may watch when they have time (https://www.youtube.com/watch?v=daMtbFddcYc).

4. Ask customers what questions they have during the Contact After Delivery
   Contact After Delivery is your opportunity to ensure your customer has all their questions answered and understands the features & functions on their new Kia.
   
   Contact your customer 2 – 3 days after delivery (but never more than five days). Sales Consultants should ask customers if they have any questions regarding features and functions and plan on a second delivery remotely over the phone or schedule the customer to come back in for an in-person delivery.

5. Schedule a second delivery
   A second delivery via a phone call, video call, or in person lets the customer sit in their vehicle and show you any features & functions they may not fully understand. By taking the extra time to familiarize your customer with their new vehicle, you are providing a personalized experience your customer will remember when their survey comes. Your personal attention to details and fully understanding their needs may lead to higher SEI scores and more sales for you.

6. Follow-up on issue alerts
   When an issue alert comes to your attention (including those triggered by Features & Functions difficult-to-understand), check-in with your customers that may be affected (even after a second delivery). By explaining the issue to the customer and providing solutions, you’re showing an elevated level of service that will be appreciated, increasing the prospects of repeat and referral business.

Sincerely,

Sales and Field Operations Team
Kia Motors America, Inc.

The Needs Assessment is crucial for customers who have been shopping and researching online so you may ensure the vehicle they have been researching is the vehicle that will best suit their needs.

Needs Assessment

• Ensure you “completely understand” the customers needs when asking questions.
• Ask the right questions to ensure the features and functions of the vehicle align with the customer’s needs and wants.
• Use the needs assessment to ensure they understand all those features and functions that come with the vehicle.
• Confirm and reaffirm the customer’s needs in order to build rapport.
• Use this time to set expectations for the rest of the sales process – especially if there may be some parts that may require extra time for preparation, such as getting into F&I.
• Even with online customers, be sure to connect with the customer via phone, video conferencing, or other means to perform the needs assessment, which helps to build rapport, set expectations, help close the sale, and increase repeat and referral business.
• Ensure that you are following social distancing and other CDC guidelines, such as wearing masks, when interacting with the customer in person.

Problems on Delivery (POD)

• Leverage the information you learned during the needs assessment to better understand which features are important to the customer; focus on those during delivery in order to show the customer you value their time.
• Use the Customer Delivery Worksheet (CDW) to guide the entire process and ensure you don’t miss anything important.
• When you review the features that are most important to the customer, slow down and demonstrate these features in-depth. Next, let the customer try and then assist him/her with the adjustment of any settings.
• Control the controllables – ensure that the vehicle is thoroughly washed before delivery.
• Customers expect the vehicle to not just be delivered in pristine condition, but they also expect to know that it was also sanitized.
• If delivering remotely away from the dealership, be sure to bring supplies to clean off any dirt or debris that may have collected en route and let the customer know the vehicle is sanitized.

Sincerely,

Sales and Field Operations Team
Kia Motors America, Inc.