Nailing Down Your Customer’s Needs

How can understanding a customer’s needs help lead to a smooth Delivery? The answer is personalization!

When you have insights into the customer’s interests and preferences, you can tailor the Delivery process to their needs, which can help enhance satisfaction, and cut down on Problems on Delivery (POD).

Here are a few things that can help you customize your customer’s Delivery:

• Ensure you review any pre-visit information the customer may have provided via the lead or your dealership’s CRM tool.
• Tell the customer that you’re going to ask a lot of questions with the goal of completely understanding their needs.
• Remember to ask open-ended questions—ones that dig deep and get to the heart of what motivates your customer.
• Paraphrase their answers to show them you’re on the same page. It can help show them that you ‘get it’!
• Find out if they’re familiar with Kia features and functions to help customize your approach.
• Be understanding of their time constraints and expectations.
• Reassure them that you’ve got their back and reaffirm that you fully understand their needs.

Remember, when you customize Delivery to fit your customer like a glove, you’re not just potentially reducing Problems On Delivery, you’re also elevating their overall experience and the chances that they’ll return to your dealership!