A Roadmap to No Problems At – Or After – Delivery

By focusing on three pillars, their related standards, and the actions required to achieve them, we help ensure customer satisfaction, resulting in repeat and referral business, additional service business, and increased positive Kia brand recognition and shopper consideration.

PILLAR ONE: PERFECT VEHICLES AT DELIVERY

The Standard: Deliver every vehicle in absolutely perfect condition.

• (Service Department) Perform a complete/thorough Pre-Delivery Inspection (PDI)
• (Service Department) Complete all Open Service Actions and Service Campaigns
• (Sales Department) Follow In Stock Maintenance Procedures to maintain the battery, tires, and other vehicle components and systems
• (Sales Consultant) Make sure the vehicle is perfect (no dings, dents, or scratches) and immaculately clean inside and out at the time of delivery, including streak-free windows
• (Sales Consultant) If delivering the vehicle away from the dealership at the customer’s home or office, be sure to bring cleaning supplies for a final “once over” after getting to the off-site delivery area

PILLAR TWO: COMPLETE CUSTOMER UNDERSTANDING OF VEHICLE FEATURES

The Standard: At delivery, review the vehicle’s features with the customer, ensuring that they understand how the features function and are completely comfortable with their operation.

• Provide thorough explanations of vehicle features and their operation, using the Customer Vehicle Delivery Worksheet as a guide and referring to the Features and Functions Guide as necessary
• Explain the functioning of Kia Drive Wise (Advanced Driver Assistance Systems*) features
• Activate the customer’s UVO account
• Set up Apple CarPlay®*/Android Auto^TM* (wireless or connected by USB cable, depending on the infotainment system) and explain key features
• If all the technology features cannot be covered at the time of sale:
  • Offer to schedule an appointment for a re-delivery (in person or remotely)
  • Introduce the glovebox materials, including the Quick Start Guides, Owner’s Manuals, and Features & Functions Guides
  • Refer the customer to the Kia Feature Videos on YouTube.com
  • Explain how to use the UVO Availability Tool to determine their UVO system type and its benefits at their convenience
  • Introduce the customer to Owners.Kia.com and set up the owner account
• Focus on features that can be perceived as Difficult to Understand (DTU) or Hard to Operate (HTO)
• Introduce the customer to the Service Department and schedule their first service appointment

Top DTU Features: These top DTU features must be shown for every delivery, concentrating on the high-volume Kia models (All-New 2021 Sorento, Telluride, All-New K5, Sportage, Soul, and Forte) (if equipped):

1. Inconsistent Volume
2. Voice Recognition (VR) (if equipped)
3. Infotainment System (with and without navigation*)
4. Wireless Phone Charger*
5. USB/Device Ports
6. Available Bluetooth®* Connectivity & Phone Pairing
7. Smart Power Liftgate^TM*/Smart Power Trunk^TM*
8. Remote Start* & Climate Using the Smart Key Fob
9. Idle, Stop and Go (ISG) System
10. Raising Windshield Wipers (Wiper Service Mode)
11. Steering-wheel-mounted Controls*
12. Rear Occupant Alert* (ROA) and Rear Occupant Alert w/ Ultrasonic Sensors* (ROA w/ US)
13. Drive Mode Settings
14. Dual-clutch Transmission (DCT) and Intelligent Variable Transmission (IVT)

PILLAR THREE: SALES AND SERVICE FOLLOW-UP

The Standard: After every sale, lease, or service transaction: Sales and Service MUST follow up with EVERY new owner; Service MUST follow up after EVERY service visit.

1. (Sales Consultant) Contact customers after the sale or lease delivery
2. (Service Department) Contact customers after service visits
3. (All) See if they have questions or any issues operating any of the features
4. (All) Ensure that they are very satisfied with their Kia vehicle and your dealership’s service

For more information on these topics visit: KDealer.com > More > Kia University > 2021 MY IQS > Resources > Kia_VOC_Guide