Each Kia vehicle on KiaPPC.com has 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 fully 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 Kia Connect or Kia Drive Wise).


2. Use the Kia Connect Availability Tool during delivery and explain benefits of registering for Kia Connect
   Use the Kia Connect Availability Tool with your customer’s VIN to present and demonstrate the Kia Connect system and its exciting feature highlights specific to their vehicle. Customers can also use the Kia Connect Availability Tool should they have additional questions. Visit the Kia Connect 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 Kia Connect features on their new Kia, explain the benefits of registering for Kia Connect. Help your customers register for Kia Connect through the KIA eDelivery tool or by downloading the Kia Access App on their mobile device or online at owners.kia.com. Additional resources may be found in the Kia Connect pages for each Kia vehicle.


3. 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.


4. 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.


5. Follow-up on issue alerts
   When an issue alert comes to your attention (including those triggered by Features & Functions that are Difficult to Understand (DTU) or Hard to Operate (HTO)), 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.