TO: Sales Consultants & Sales Managers
SUBJECT: CSE Quick Tip #8 – Vehicle Condition During Delivery
Date: November 2020
Did you know that more than 5% of Kia customers receive their new vehicle in less-than-perfect condition? When a customer purchases a new vehicle, they expect it to be damage-free, clean, and pristine. Anything less than picture-perfect can take away from the customer’s exciting experience of purchasing a new vehicle.
A vehicle delivered dirty and damaged can lead to less repeat and referral business.
To ensure every vehicle is delivered in perfect condition, remember the following:
- Exterior paint and trim
- No exterior dents/dings, chips or scratches
- Review final detailing "buff and polish"
- Interior cleanliness
- No dirt or scuff marks on door trim panels, instrument panel, and console or seats
- Inspect carpeting, remove temporary paper mats if necessary
- Inspect the second row and rear cargo area for condition and cleanliness
- Interior and exterior
- Clean windshield glass thoroughly
- Honk the horn, test the brakes, check accessories functions, cruise control, sunroof
- Additional Steps
- Ensure keys, remotes and any other items needed are present
- Assemble all paperwork and owner's documents
- "Sanitize" the vehicle and let your customers know you did so
To observe social distancing, customers may want to have the vehicle delivered to their home instead of taking delivery at the dealership, and having a pristine vehicle applies when delivering at the customer’s home as well.
For more detailed instruction on meeting the delivery goal, please reference the Road Map to Quality Spot Deliveries. In this guide, page 24 conveys all the steps to ensure a Perfect Delivery is completed for every customer every time.
To access the ‘Road Map to Quality Spot Deliveries’ resource on KDealer:
KDealer.com > Sales > Customer 360 > Roadmap to Quality Spot Deliveries
Thank you for your commitment to the Kia brand, and for delivering an exceptional ownership experience to every Kia customer.
During this time, please continue to practice social distancing and recommendations from the CDC, such as wearing face coverings.
Sincerely,
Sales and Field Operations Team
Kia Motors America, Inc.
