Always Reconfirm Your Customer’s Needs

It’s easy to skip ahead, and not take the time to completely understand your customer’s needs. However, slowing this process down for all our customers is crucial.

To ensure our customers are satisfied with their vehicles and the experience in the dealership, we need to reconfirm their needs and preferences. This can help increase close rates, retention, and referral business.

You can approach your customers with a collaborative attitude to learn more about their needs. Engage in a productive conversation by:

• Acknowledging the customer’s knowledge and showing respect
• Engaging with the customer by asking questions
• Demonstrating your concern that they choose the right vehicle
• Understanding the customer’s expectations of the process

By asking the right questions and completely understanding each of your customer’s needs, you are better able to:

1. Confirm the customer’s knowledge of the vehicle
2. Determine or reconfirm the customer’s needs/wants to provide a better Delivery and more efficient explanation of features and functions
3. Improve customer retention and loyalty which may lead to more sales
   

Remember, completely understanding your customer’s needs, every time will make a great impression with buyers. This will help to improve the customer experience and increase your chances of repeat and referral business.

Sincerely,

Sales and Field Operations Team
Kia America, Inc.