Crafting an Excellent Customer Experience

Whether you’re assisting customers face-to-face or virtually, we encourage you to take the time to fully understand their needs. This is key to crafting a great customer experience during the Sales and Delivery process of a shiny new Kia vehicle!

First, let’s talk how to get a better understanding of their needs:

• Ask them open-ended questions and remember to recap the details to show that you’re listening.
• Confirm and reaffirm their needs throughout the process to build a solid rapport.

Nailing down key needs early on can help improve both their Sales and Delivery experience, while building trust and offering you insights into any extra products they may be interested in.

Now, let’s talk reducing Problems on Delivery (POD). Think of it as delivering a perfectly wrapped gift, tailored just for your customer.

• Use what you’ve learned about their needs to highlight the features that they value most.
• Take the time to slow down and give the important features some extra love during the demo.
• Let the customer get hands-on, then assist with the adjustment of any key settings.

Pro Tip: Don’t forget to utilize the Kia eDelivery Tool on your tablet!

By showing your customers that you’ve got their back from start to finish, you’re not just selling a vehicle—you’re delivering an experience that says, “We’ve got you covered.” And that’s how you might earn a customer’s lifelong Kia loyalty!