TO:   Sales Consultants & Sales Managers
SUBJECT:  CSE Quick Tip #2 – Introduce Sales Manager Early to Build Trust and Rapport
Date:  August 2020

It’s nice to feel appreciated.

Think of the last time you picked up your favorite takeout food. The manager warmly smiled and greeted you as they brought you your order. They ensured you had everything you needed, thanked you for supporting their restaurant, and even provided dessert on the house. This interaction made the service experience exceptional and unforgettable. Checking on your customer is a relatively low-effort, high-impact way to show care and appreciation for their business.

Introducing the Sales Manager early in the sales process shows your customers that their business is appreciated and helps build rapport to smooth out any bumps that may arise.

Your Sales Manager plays a critical role in building rapport, trust, and credibility with your customers. Your customer will feel confident that the Kia Team is committed to helping him or her select the correct Kia vehicle.

Start by introducing your Sales Manager to customers early in the sales process, either after the meet and greet or before the demo drive. Implementing this low-effort, high-impact best practice creates the ‘restaurant manager’ check-in appeal.

So, invite your Sales Manager to the vehicle of interest and allow him or her to greet the customer. Specifically, the manager should:

• Instead of a handshake, extend a sincere greeting while maintaining social distancing protocol of six feet apart. This will help build trust and confidence in the sales process while showing the customer that the dealership always has the customer’s health and safety in mind during these unprecedented times
• Welcome the customer to the dealership and thank him or her for their interest and time
• Endorse you as the sales professional
• Quickly outline the sales process

Make introducing your manager a part of your process. This simple and effective step separates you from others – building rapport, trust, and credibility with your customer while also practicing social distancing, wearing face coverings, and recommendations from the CDC.

Sincerely,

Sales and Field Operations Team
Kia Motors America, Inc.