The Online to In-dealership Experience

It is essential that you let the Kia customer guide their in-store experience the same way they are able to guide their online experience. Doing this ensures the transition from online to in-dealership is a seamless and positive experience.

Best Practices:

• Ensure the dealership’s online price is the same as the in-store price
• Be prepared with a greeting that helps you understand where the customer is in the buying process
• Allow the customer to guide the engagement
• Weave in questions when appropriate to help you fully understand your customer’s needs
• Enable digital retail tools that allow customers to transact online

Customers do a lot of research online before coming into the dealership to complete their vehicle research and purchase. By allowing them to set the pace of their experience and by enabling as much online shopping and transaction as possible, you will be respecting the customer’s time and preferences. Moreover, syndicated studies show customers are more likely to buy F&I products on their own when they can learn about them online using digital retail tools.

Remember, a top-notch in-dealership experience will increase the chances of repeat and referral business.

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