Road to a Sale Step 11In order to insure you make a proper delivery use the delivery checklist that your dealership has developed or the one automobile manufacturers provide with each new vehicle. Familiarize yourself with the items they include. Many dealerships have a dedicated delivery coordinator. This individual is charged with the responsibility of delivering the vehicle to the customer. This is to insure that your dealership's customer satisfaction ratings remain at or above the standards established by the manufacturer. If your dealership has such a person it does not relieve you of the responsibility of knowing what a proper delivery should look and feel like in the eyes of your customer. You are required to make follow-up calls to your new owners at prescribed intervals. Knowing what is on the delivery checklist will give you a guideline to follow when making these calls. If your customer has a concern address it now and make the necessary arrangments to correct the problem...do not wait. Making a proper delivery during the road to a sale step 11 and receiving great customer satisfaction scores are a vital part of your job description. Here are the elements that lead to achieving those great scores.
I want to take a side step here. This is important enough to stop and talk about right now. Anything made by human hands is subject to breaking or malfunction. The new vehicle you are delivering may unfortunately experience one of those problems. You and your dealership are anxious to see they are corrected. IF YOU HAVE A CUSTOMER WHO IS EXPERIENCING A PROBLEM STOP AND THINK BEFORE YOU DO ANYTHING ELSE I learn better when someone uses an example so let's use one here. You are paged to the phone. It is a customer who recently bought a vehicle from you. Something isn't working or needs to be repaired. You assure the customer your dealership will get it taken care of, right? Of course. Here is where the problems start. Most salespeople say to the customer, "Mr. Customer, no problem. Just bring it in and we'll take care of things." You have just created the conditions for a potential disaster. Why? Because now your customer is going to get in their vehicle and come to your dealership. How does that cause a potential disaster? Simple. When they get to your dealership they will go directly to the service drive. The service advisors are caught completely off guard. The customer says, "My new car has a problem. The salesperson told me to bring it in." What happens next is commonplace. The service advisor says, "What is the problem?" The customer says, "I told the salesperson. Did he not tell you I was coming?" The advisor says, "No and as you can see we have a full schedule of work, it may be a while before we can even look at it." Now the customer is irritated. Not only is no one aware they were coming, now they have an unanticipated wait before anyone even looks at the car. You can see where this is going, right? Now the customer comes to the showroom floor to find you. I will stop here, it doesn't get any better. The road to a sale step 11 is about proper delivery. It is also about proper customer service. How to avoid the problem? It's easy if you will think before you act. Let's go back to when you got the phone call. Instead of telling them to "just bring it in" do this instead.
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