Page 119 - Car Sales Training Manual

!-* 􏰀*1.;*7> ? Session F.2
F.2–1 of 3
TOPIC: AIM:
KEY POINTS:
Key points to cover when actually delivering a car to a new owner.
To recognise the importance of a professional vehicle delivery process with every customer.
To establish checklists to support yourself in this process (eg., vehicle features to be explained, necessary paperwork, administrative points to be covered, etc.)
• #*-.(1* +*&9:7*8 (-*(01.89 – to include (but not be limited to):
– All safety-related items
– Transmission tipshift
– Parking brake
– Air conditioning controls
– Rear vision mirrors
–Codes
– Fuel cap operation & Fuel type – Bonnet lift
– Spare wheel/tools
– Key mechanism/central locking – Seating controls
– Sound system controls
– Satellite navigation
– Safety kit
–Fusebox
– Cruise control
– Lights/wiper controls
• 􏰃&5*7<470􏰝􏰂)2.3.897&9.43 (-*(01.89 – to include (but not be limited to):
– Warranty explanation/details
– Roadcare support
– Privacy forms
– Explain manufacturer C.S.I. process (Customer Satisfaction Index) – Scheduled service intervals/introduce Dealership service
– Trade-in details/examine trade condition, etc. – Insurance
– Finance completion
– Welcome gift
– Provide >4:7 contact details/mobile telephone number.
END RESULT: • You don’t forget any important issues in the delivery process that may upset your
customer or delay the delivery.
• You develop a logical sequence of events that impresses the customer with your professionalism.