CSE Quick Tips
April 9, 2020
CSE Quick Tip #12

TO:   Sales Consultants & Sales Managers
SUBJECT:  CSE Quick Tip #12 – Needs Assessment and Reducing POD
Date:  April 2020

Needs Assessment and Reducing POD

With all the new technology and features available on Kia vehicles, it’s important to focus on helping your Kia customers become familiar with new features, trim levels, and packages. There are two key parts of the sales process that can help you do this effectively.

Utilizing the needs assessment and maintaining a focus on reducing Problems on Delivery (POD) are essential for creating the best customer experience during the purchase and delivery of a new Kia vehicle.

Needs Assessment

  • 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.

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.

During this time, practice social distancing and recommendations from the CDC.

Sincerely,

Sales and Field Operations Team
Kia Motors America, Inc.