Creating the Best Customer Experience

Taking the time to completely understand your customer’s needs and reducing Problems on Delivery (POD) are essential for creating the best customer experience during the purchase and delivery of a new Kia vehicle. This is true whether customers are transacting in-store or online.

Understanding Customer’s Needs:

• Ensure you completely understand their needs by asking open-ended questions

• Confirm and reaffirm the customer’s needs to build rapport

Reducing Problems on Delivery (POD):

• Leverage the information you learned about your customer’s needs to better understand which features are important to them

• Focus on those features during Delivery in order to show the customer you value their time

• Use the KIA eDelivery Tool to guide the process and ensure you don’t miss anything important

• When you review the features that are most important to the customer, slow down and demonstrate these features in-depth
• Let the customer try and then assist with the adjustment of any settings

By completely understanding your customer’s needs and customizing the Delivery to suit these needs (and reduce POD), you will be showing them that you respect their time and genuinely care that they are satisfied with their new Kia vehicle.

Sincerely,
Sales and Field Operations Team
Kia America, Inc.