TO:   Sales Consultants
SUBJECT:  CSE Quick Tip #18 – Best Practices - Sales Consultant
Date:  June 2020

Because of the new environment that COVID-19 has created, there are challenges that disrupt the normal sales process. While parts of the sales process stay the same, it is essential for you as a Sales Consultant to be prepared with a plan for how to best serve your customers and make them feel at ease with the changes that have come about in recent months. This means observing social distancing, wearing face coverings, as well as consistent and visible sanitizing.

Sales Consultant Best Practices

• Efficiency in the Sales Process
  Setting expectations up front with the customer is a key step. Walk them through the sales process and any changes you have made to the processes due to the COVID-19 crisis.
• Ask Specific Questions
  Along with asking the right questions, it is also important to explain to your customers the reasons for asking. Also, ensure you understand your customers’ needs to find the right vehicle for them. Make it clear that you are asking these things because you want to get to the core of their needs so they can find the vehicle that best suits all their needs – as well as their wants. This process lets you build rapport with your customers and to also understand and set their expectations of the process.
• Avoid Pressuring the Customer to Buy Today
  The more pressure you put on your customer, the less engaged they become. This is especially true in a virtual environment where there are multiple options right in front of them online. So, it is important to make the customer feel like they are in control of the decision to move forward in the sales process. This is where the needs assessment is crucial. If you have successfully aligned the customer’s lifestyle to the right vehicle, it will be much easier to engage the customer, resulting in less pressure throughout the entire process.
• Give the Customer a Straight Answer
  Be prepared to give the customer honest, straightforward answers to their questions – especially when it comes to price. This means you need to have information and resources available to answer their questions effectively. It becomes even more essential to quickly access your resources when you do not have the customer in store and may be on the phone or a video chat. (Leverage the PRG, know your vehicle inventory, etc.). Transparent pricing makes for a better experience online and in-store.
• Avoid Problems on Delivery
  Whether your store is performing remote deliveries or customers are still coming in for their new vehicles, the crucial part of the process is that the vehicle is inspected and thoroughly cleaned in the interior and exterior prior to delivering to the customer. Once the vehicle is delivered, it is vital to explain and demonstrate the cleaning and sanitizing processes to your customers. If delivering away from the dealership, bring cleaning supplies to remove any dirt or debris accumulated while in transit.
• Ensure Understanding of Features and Functions
  If you have successfully completed the needs assessment, once you get to delivery, you will have a good grasp on what matters to your customer. Leverage the knowledge from the needs assessment and have a delivery plan for reviewing Features and Functions using the CDW. Use face coverings and observe social distancing if explaining in-person.
• Contact the Customer After Delivery
  At the time of delivery, schedule a time for follow-up and establish the method for contact. There may even be an opportunity to set up a follow-up video conference to go over any additional Features and Functions the customer may have questions about.

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

Sincerely,

Sales and Field Operations Team
Kia Motors America, Inc.