CSE Quick Tips
April 14, 2022

CSE Quick Tip double feature! Click the tabs below to view today's tips.

TO:   Finance Managers, Sales Consultants, & Sales Managers
SUBJECT: CSE Quick Tip #13 – Using F&I eMenus
DATE:  April 2022

Using eMenus during the F&I process can improve dealer profitability and still create the best customer experience, which can help drive repeat and referral business.

A recent major automotive study showed that customers who use eMenus buy more F&I products with less pressure, and are happier with their sales experience, which translates into more repeat and referral business.

A few highlights of eMenus:

  • Allows customers to learn about and select F&I products remotely and reduce time in the F&I office and your dealership while still providing a great, memorable experience.
  • Are available online and accessible for your customers shopping on the Internet.
  • Customers have the chance to choose the protection products that are most important to them.
  • eMenus allow customers, without pressure, to review and choose options that will enhance the ownership experience.
  • Excessive time spent in F&I is a major source of customer dissatisfaction. eMenus can streamline the F&I process and foster a more pleasurable experience for customers.
  • eMenus can also be deployed onto dealership websites as a digital retail tool, so customers can transact online when it is most convenient for them, especially during these challenging times.
  • When given the opportunity, a customer will typically choose one of the options presented in the menus. This can increase business for the F&I Department.
  • Some electronic menu products, such as the Darwin F&I Menu, use a patented prescriptive analytic technology that offers a tailored product presentation to the customer based on the interview, much like how popular online retailers suggest products.

Sincerely,

Sales and Field Operations Team
Kia America, Inc.


TO:   Finance Managers, Sales Consultants, and Sales Managers
SUBJECT: CSE Quick Tip #14 – Contact After Delivery
DATE:  April 2022

Today’s new Kia vehicles contain such robust technology, the delivery is more important than ever and must include multiple conversations to ensure the customer fully understands how to operate the features of their new vehicle. This makes contact after delivery an essential component of Customer Satisfaction.

And let’s face it… until the customer has spent time with their new vehicle, they won’t know what they don’t know. Following up and contacting the customer a few days after their purchase will give them time to explore and identify some of the biggest questions they still have about their new Kia.

Following up with customers after delivery gives you a chance to connect with the customer to answer any of their questions, re-deliver the vehicle if necessary, and to ask them for referrals.

When you follow-up with your customers, ask if they are completely satisfied with their new vehicle and with their delivery experience. Also offer to schedule a second delivery to explain any new features they may now have questions about. And take this opportunity to ask for referrals.

Under the current circumstances around COVID-19, 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 YouTubeTM to easily learn more about their vehicle.

Sincerely,

Sales and Field Operations Team
Kia America, Inc.