Congratulations! You have made the sale, your customer is in finance office signing papers. What do you do next?
Get the sold vehicle ready for delivery.
New and pre-owned cars have different delivery requirements. Know your company policy regarding washing and fueling sold vehicles
New car deliveries may have different requirements. You will find specific courses regarding new car or certified pre-owned car deliveries on the manufacturer’s certification training program. Make sure to take these courses. Note the information about connectivity services that require customers to create accounts. Learn how to do activate those services for your customer.
The delivery process is the beginning of another stage of your relationship with your customer.
Your are responsible for everything. Never use the phrase, that’s someone else’s job. It is always your job if it is your customer.
Take the sold vehicle to the wash rack or make ready area yourself. Make sure the person in charge is aware of your vehicle and the time frame needed for completion.
Do not assume that everything will go as planned. Double check everything.
Fill out all necessary papers, delivery check lists etc.
Get all of the warranty books and maintenance schedules and be prepared to go over them in detail with your customer.
Make sure the vehicle has fuel in it. Check with your company policy regarding fueling cars at delivery.
Park the vehicle in the designated delivery area. Ensure vehicle readiness. Customers appreciate a vehicle that is ready to go – it gives them confidence in the dealership. Keep a cleaning rag and a solution close by.
A memorable, satisfying delivery experience for your customers can be the foundation of a long-term, ongoing relationship between you, your customer and your dealership. It will also lead to more referral business.
Your customer must leave the dealership knowing how to operate the features safely. While the sales process focuses on the WHAT and WHY of the vehicle features, the delivery focuses on HOW to use these features.
Sell the value of delivery. Customers who understand the value of knowing key features will not be in a hurry to depart, making it easier for you to provide a great delivery experience. Honor the customer’s time. Customers appreciate your efforts to acknowledge their busy schedules and accommodate their needs.
What customers hear they forget. What they see they might remember. What they DO they UNDERSTAND. Have customers try features and personalize options during the delivery. Set their favorite radio stations. Pair their phone. Set personalized features.
Provide a service walk through. Customers who meet the service team are likely to return to the dealership for service and future sales! Your dealership may have a policy about setting customers’ first service appointment.
What am I trying to accomplish?
Make sure my customers have the basic knowledge to operate their new vehicle and any questions they may have are answered.Why do I want to accomplish it?
I want my customers to be happy and confident with their purchase.How am I going to accomplish it?
By going over the basic operation of the vehicle and answering any questions they may have.