SSI Tips
May 20, 2019
SSI Quick Tip #9 - Needs Assessment & POD Connection

TO:   Sales Consultants & Sales Managers
SUBJECT:  SSI Quick Tips #9 – The Needs Assessment and POD Connection
Date:  May 2019

Performing a Needs Assessment with every customer every time is essential for understanding and confirming your customers’ needs and preferences for their new Kia vehicle. This simple step builds value in you, your dealership, and the Kia brand. An effective Needs Assessment will help close the sale today, while setting you up for success at vehicle delivery and reducing - problems on delivery (POD).

How do the Needs Assessment and POD tie together?

Revisiting the Needs Assessment during the delivery process allows you to customize the delivery to features that are most important to the customer, all while increasing customer satisfaction and reducing POD.

Important points to remember for conducting the Needs Assessment:

  • Ask open-ended questions to learn what motivates the customer
  • Paraphrase the customer to demonstrate your understanding
  • Learn if the customer has Kia knowledge

When it’s time for the new vehicle delivery, utilize the knowledge gained from these Needs Assessment questions to tailor the delivery to your customer:

  • Customize the new Kia vehicle delivery to the customer’s key motivators
  • Don’t forget to spend time with difficult-to-understand (DTU) and hard-to-operate (HTO) features that matter most to the customer
  • Use the Customer Delivery Worksheet to prepare delivery for your customer

Conducting a Needs Assessment with every customer, every time will improve the customer experience for new vehicle delivery and reduce POD, helping to boost your sales and achieve rewards through the Sales Elite program, which features a quarterly CSI bonus based on these two metrics. Visit the Kia Performance Center (KPC) from KDealer to gauge your progress. You can also opt-in for text message updates to receive quick tips and other helpful information by following these simple steps:

  • Go to KDealer.com and log in (desktop/laptop)
  • Go to your KDealer Profile page
  • Enter/verify your mobile number and click 'Yes’ to opt-in or 'No' to opt-out under 'Text message consent’
  • Click the ‘Save Changes’ button when completed

Remember, conducting a proper Needs Assessment and customizing the delivery to the customer’s specific preferences will reduce POD and enhance the overall customer experience to close sales today and drive sales tomorrow.

Sincerely,
Kia Motors America, Inc.

signature-png

Huy Ngo,
Senior Sales Satisfaction Manager

Download PDF Version here.