Technically speaking delivering the car is the last step of the car sales steps that the customer goes through at the car dealership and for that reason, it needs to be the smoothest, easiest and most memorable step. The customer is ready to get the heck out of there and enjoy the new vehicle you sold them. It’s your job to give them a first class delivery that will stick in their mind so they give you an excellent CSI survey.
You need to make sure that your customer’s new car is getting fueled and cleaned by the staff while they are in the Business Office and quickly because you want to thoroughly inspect their car before you actually start the delivery process. Walk-around the vehicle and make sure there aren’t scratches or damage on the car. Also, make sure that everything inside and out is clean. Nothing ruins a top-notch delivery like a customer discovering a scratch or a dirty seat.
Examine the vehicle that you are about to deliver as if you were buying the car yourself. If you wouldn’t accept the car your customer won’t either so make sure it’s ready to be delivered. Be sure the gas tank is full and then locate the owners manual because you want to hand it to them personally or at least show them that you are putting it in the glove box along with a couple business cards. Also, adjust the radio so that the radio station that porter was listening to when they fueled or cleaned the car doesn’t start blasting when they start their new car. If you have any idea what radio station they listened to during the test drive go ahead and make it a pre-set station.
First Class Sold Car Delivery
Ok, your customer is done in the business office and they are ready to go, usually as quick as possible, but you still need to spend some time with them before they leave so make sure you move thoroughly and quickly through the process. Have them walk around the car pointing out that everything is clean and undamaged and tell them that you inspected it earlier and then open the trunk and show them where the spare is located if there is one. Then go to the hood and quickly point out hot spots like battery, engine oil dipstick, washer fluid tank and where the air cleaner is located.
Now, lets move into the interior of their new car. You need to make sure they know where all the controls are located and how things operate. Such as headlights, windshield wipers, heat and air conditioning. If they have navigation you better spend some time with them, but not too much. Remember, they want to get out of the dealership ASAP, so only spend as much time as they want to spend on the new vehicle orientation. You need to follow their lead and the delivery move at their pace.
Ask them if they feel comfortable with the vehicle and ask them if they want to go through the entire navigation system. Let them dictate the speed and how long it should take to deliver the car. Like I said earlier make sure you hand them or point out the owner’s manual and your business cards.
Thank them over and over and then talk to them briefly about the survey they will be receiving from the manufacturer. Ask them if there are happy and satisfied with you, the car buying process and the delivery and if there is any reason why they couldn’t give you an excellent score on the survey. Make sure you get an answer from them and if you don’t you need to ask again until you get an answer. If they cant give you an excellent you need to fix it NOW. Do what you have to do, get a manager or whatever it takes, but fix it now.
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