TO: Finance Managers, Sales Managers, and Sales Consultants
SUBJECT: CSE Quick Tip #14 – Contact After Delivery
Date: April 2020
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.
According to the 2019 Kia SSI study, scores were 144 points higher for customers who receive a follow-up call than for those who did not receive one. Higher scores translate into more service business and future sales.
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 Motors America, Inc.