• Diagnose before you prescribe. Never sell before you understand the customer.
• Conduct a needs assessment 100% of the time, even with "pre-sold" customers.
• Why? Build rapport, affirm needs, consult!

4 Needs Assessment Thought Starters

1. What brings you in?
2. How much time do you have today?
3. Where should we start?
4. Current vehicle - like or change?

Early sales manager introductions reduce customer anxiety and improve the sales experience.

• Set time expectations. Provide realistic time estimates to conduct a proper delivery. That includes both F&I and the vehicle delivery.
• Determine customer focus. If the customer has a time limitation, determine the essential items to cover today...and set up a follow-up delivery time.
• Determine customer comfort. Don't just show the customer how to operate a feature; ensure that they are comfortable before moving on to another item.
• Use "Like Vehicles" and make effective use of wait time by using a similarly-equipped vehicle to cover key features and operations.
• Use your tools. Introduce and use the Customer Vehicle Delivery Worksheet as your "go to" vehicle delivery job aide. It is designed to help you deliver a consistent experience and identify delivery essentials, both for a spot delivery and a potential follow-up delivery.

Kia YouTube^™* Channel: There are lots of "how to" videos on the Kia YouTube^™ channel. Be sure to share the link with your customers when waiting for F&I, and also as a follow-up email or text.

• Establish preferred method of contact. What is the customer's preferred method of contact? Text, email, phone, social media? Find out and prioritize it.
• Prioritize follow-up. Repeat and referral customers know you, like you, and trust you. As a result, they are much more productive to work with. Invest the time to build those relationships with regular, personalized follow-up.
• Have a game plan. Determine, and stick to, a follow-up plan for your customers. At minimum, lock in a 2-3 day follow-up, a two-week follow-up, and then a consistent interval to keep your name "top of mind."

Branch Out. Some of the most successful automotive salespeople develop their customer base outside of the dealership. Consider visiting customers at their place of business either for a prospective sale or for a post-delivery follow-up. You'll stand out from the crowd (in a good way) and get your face in front of plenty of potential prospects.