CSE Quick Tips
April 20, 2021

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

TO:   Finance Managers, Sales Consultants, and Sales Managers
SUBJECT:  CSE Quick Tip #14 – Contact After Delivery
Date:  April 2021

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-delivery 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.

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

Sincerely,

Sales and Field Operations Team
Kia Motors America, Inc.

TO:   Sales Consultants & Sales Managers
SUBJECT:  CSE Quick Tip #15 – Issue Resolution
Date:  April 2021

We understand issues may arise in the sales process; quickly resolving customer issues can convert a disgruntled customer into an advocate!

When an issue occurs during the car buying process, the immediate focus should be on resolving it in the most effective and efficient way possible. We can’t change the customer’s previous experience, but we can work to fix their issue and ensure future interactions or experiences with Kia are exceptional!

Here’s how issues are triggered for Sales:

  • Answered 0 - 6 to Likely to Recommend question for all models
    • Note: Telluride customers who answer 7 - 8 will also trigger an alert
    • From March through May, customers answering 7 – 8 will trigger alerts for ALL MODELS as well
  • Vehicle was not delivered clean
  • Vehicle was delivered damaged
  • Vehicle was delivered with mechanical or electrical problems
  • Features/functions were difficult to understand
    • Note: Alerts from Features and Functions will not be included in the Issue Rate Resolution calculation, but it is still important to reach out to those customers to resolve their issues and reconnect for repeat and referral business

Timeline for Issue Resolution

  • Dealers have five calendar days to resolve the issue with the customer before it is escalated to the Dealer Principal and DSM
  • If the customer indicates that the issue is still unresolved by answering “No” to the follow-up survey, then it is escalated to Kia Consumer Affairs for further follow-up
  • Any issues closed after five calendar days will not count toward the dealership’s Issue Resolution Rate

Remember: Use any issues that come up as an opportunity to demonstrate how exceptional the Kia customer experience can be!

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

Sincerely,

Sales and Field Operations Team
Kia Motors America, Inc.