TO:   Sales Consultants & Sales Managers
SUBJECT:  SSI Quick Tip #13 – Using F&I eMenus & Making the Most of Delivery
Date:  October 2019

F&I eMenus

Using eMenus during the F&I process can help improve dealer profitability and still create the best customer experience, which can help drive repeat and referral business.

A few highlights of eMenus:

• Customers have the chance to choose the protection products that are most important to them.
• Menus allow customers, without pressure, to review and choose options that will enhance the ownership experience.
• Excessive time spent in F&I is a major source of customer dissatisfaction. Menus can streamline the F&I process and foster a more pleasurable experience for customers.
• When given the opportunity, a customer will typically choose one of the options presented in the menus. This can increase business for the F&I Department.
• Some electronic menu products, such as the Darwin F&I Menu, use a patented prescriptive analytic technology that offers a tailored product presentation to the customer based on the interview, much like how popular online retailers suggest products.

Making the Most of Delivery & Contacting the Customer After Delivery

Because today’s new Kia vehicles contain such robust technology, the delivery is more important than ever and must include multiple conversations to ensure the customer is well-versed in operating their new vehicle.

• The sheer volume of information to be covered is expansive, and customers want the sales experience to be as brief as possible. In order to tackle these issues efficiently, leverage the customer’s needs assessment information to focus the delivery on what the customer is most interested in and is most likely to use in the first several weeks of ownership.
• Until customers have spent time with their new vehicle, they won’t know what they don’t know. Following up and contacting the customer a few days after their purchase will give them time to explore and identify some of the biggest questions they still have about their new Kia.
• Make the new vehicle delivery exciting for your customer. Spend some time reviewing the features and functions that are unique to their vehicle such as the latest ADAS features, infotainment, and vehicle controls.
  • The MY2020 features and packages are available through KDealer, as well as the Product Reference Guide (PRG) by specific model.
    To access the PRGs on KDealer: KDealer > Kia University > Vehicle Info
  • KDealer is also a great way to stay up to date on any changes to the MY2020 line-up and all of the features which make Kia a stand-out in the market.

Sincerely,
Kia Motors America, Inc.

Huy Ngo,
Senior Sales Satisfaction Manager

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