Crafting an Excellent Customer Experience

Whether you’re assisting customers in person or virtually, taking the time to fully understand their needs is key to creating an exceptional customer experience during the Sales and Delivery of their new Kia vehicle. By focusing on their needs and preferences, you can ensure a smooth process that builds trust and sets the stage for future loyalty.

Understanding Customer Needs

To begin, it’s crucial to engage in meaningful conversations with your customers. Here’s how to get a better understanding of their needs:

• Ask open-ended questions and encourage customers to share their preferences and needs.
• Show that you’re actively listening by confirming their needs and rephrasing important points throughout the process.

Identifying and nailing down their needs early on enables you to tailor the Sales and Delivery experience, fostering trust and uncovering potential interest in additional products.

Reducing Problems on Delivery (POD)

Think of the Delivery process as presenting a perfectly wrapped gift, customized to your customer’s preferences. To reduce potential issues, focus on these elements:

• Use what you’ve learned about their needs to highlight the features they care about the most.
• Take your time during the demo, giving extra attention to the most important features.
• Allow customers to interact with the vehicle and assist them with adjusting key settings for a personalized experience.

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

By showing your customers that you’re committed to providing exceptional service from start to finish, you’re not just selling a car—you’re delivering a personalized experience that says, “We’ve got you covered.” And that’s how you might earn a customer’s lifelong Kia loyalty!

Look for your weekly tips via email and P2M; next topic: F&I eMenu Benefits

^{* Important Safety Information and Legal Disclaimers can be found in the link at the bottom of the page.}