TO:   Sales Consultants & Sales Managers
SUBJECT:  SSI Quick Tips #12 – Needs Assessment, Reducing POD, and Sales-to-Service Handoff
Date:  September 2019

Needs Assessment and Reducing POD

As the MY2020 vehicles roll into dealerships, focus on helping your Kia customers become familiar with new features, trim levels, and packages. Two key parts of the sales process help you do this effectively.

Needs Assessment

• Ask the right questions to ensure the features and functions of the vehicle align with the customer’s needs and wants.
• Even if the customer has a specific vehicle in mind, use the needs assessment to ensure they understand all the new features and functions that come with that vehicle.
• When customers come in already knowing what they want, take the time to reaffirm their knowledge.
• Use this time to set expectations for the rest of the sales process – especially if there may be some parts that may require extra time for preparation, such as getting into F&I.

Problems on Delivery (POD)

• Leverage the information you learned during the needs assessment to better understand which features are important to the customer; focus on those during delivery.
• Use the Customer Delivery Worksheet (CDW) to guide the entire process and ensure you don’t miss anything important.
• When you review the features that are most important to the customer, slow down and demonstrate these features in-depth. Next, let the customer try and then assist him/her with the adjustment of any settings.
• Control the controllables – ensure that the vehicle is thoroughly washed before delivery.

As the end of Q3 approaches, concentrating on these Key Performance Indicators can lead to achieving success in the Sales Elite SSI Bonus Program.

Sales-to-Service Hand Off

One way to ensure you deliver the best experience for your Kia customers is to emphasize how the dealership provides everything needed for both purchasing and maintaining a new Kia vehicle. Demonstrate that sales and service work together with customers as a whole unit.

Important reminders about sales-to-service handoff:

• Introduce the customer to the Service Team so they know where to go, what to do, and who to contact if service is needed.
• If the service department is closed:
  • Walk the customer through the service lane and write-up area.
  • Give the customer a business card for the Service Advisor and the Service Manager.
  • Document the customer’s information for the service department and let the customer know they will receive a follow-up call from Service Management to welcome them to the family and answer any questions they may have.

Sincerely,
Kia Motors America, Inc.

Huy Ngo,
Senior Sales Satisfaction Manager

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