Nailing Down Your Customer’s Needs

Want to make the delivery process seamless and stress-free for your customers? The secret is personalization!

By understanding their needs, interests, and expectations, you can tailor the experience to ensure your customers drive away happy—and reduce the chances of Problems on Delivery (POD).

How to personalize the delivery experience:

• Review pre-visit info: Check the lead details or Customer Relationship Management (CRM) notes to learn about their preferences before they arrive.
• Ask the right questions: Let customers know you’re asking to better understand their needs. Use open-ended questions to get meaningful insights.
• Show you’re listening: Paraphrase their responses and acknowledge their concerns. This builds trust and ensures you’re on the same page.
• Gauge their Kia knowledge: Are they familiar with Kia features? If not, adjust your approach to explain key functions that matter to them.
• Respect their time: Ask about any time constraints and set clear expectations for the process.
• Confirm and reassure: Before wrapping up, reiterate key details to ensure they feel confident about their purchase.

When you personalize the Delivery experience, you’re not just making it easier for the customer—you’re creating a memorable moment that builds trust, satisfaction, and long-term loyalty.

By taking these extra steps, you’ll help ensure a smooth, problem-free delivery that leaves a lasting impression.

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