Preparation is key. A Motor Vehicle is the 2nd biggest purchase that we make after property, and as such is an important decision for the buyer, whether the vehicle is new or used.

This brings a whole load of emotions to the table for the buyer, including fear, doubt, excitement and financial commitments.

It is therefore paramount that an individual within the Dealership takes control , and full responsibility , for both the customer and the vehicle that they have purchased from start to finish.

Once a customer walks onto a forecourt, problems can be made just as easily as they can be solved from the moment contact is made with them.

Realisation that effectively the delivery process can begin even before a sale is agreed, is an important factor in delivering customer service and satisfaction as well as the car.

(1) THE SALES PROCESS

Qualification;

If somebody comes onto the forecourt looking for a black diesel 5 door estate, and you have none in stock, qualify why they feel that this is their requirement.

A hard sell on a green diesel mini instead may be achievable ,but are you kidding yourself as well as the customer?

They might only want a diesel because they perceive a saving in running costs, whereas in truth they are only covering 8000miles a year so a petrol model would actually save them money altogether, and you have a black petrol 5 door estate in stock to show them!

Spending time qualifying the customer at this stage , getting to know them and their requirements will eliminate potential attempts to cancel the sale later down the line on the route to delivery.

Vehicle condition;

False promises are all too often made, and needlessly so, in order to secure a sale in the first place.

Eg : (a)Agreeing to paint a small scratch on a 12 month old car is fine, if you intend to do it, do it well, and do it IN TIME for the agreed collection date.

Quite often, an element of transparency goes a lot further , and allows the process to run more smoothly by minimising 3rd party ( paint repair technician) requirements.

Ie:(b) there is a small scratch on the car yes, but it is 12 months old and $6000 cheaper than a new one don't forget, and we wouldn't recommend aftermarket paint for such a small cosmetical mark.

Both can result in a sale, the 2nd method eliminates potential problems on the path to handover / delivery by not being accountable for the reliability and work quality of a 3rd party contractor.

The same theory can be applied across the board to other condition and maintenance issues, but clarity is the

The sale;

Whoop! You've sold a car , taken a deposit and put a sold sticker on it!

Don't let them go yet though!!

Close as many doors as you can whilst the customer is still in front of you and the iron is still hot.

(a) agree a delivery date

The sooner the better, but if you have agreed to paint the scratch, 2pm tomorrow is no good if the paint technician can't come until 1.30pm. Is the car taxed? Do you need any proof of insurance from the customer before delivery? Do you need to call a finance company for details of outstanding finance on their current car? A.O.B. ? Make the calls now , or get the customer to make the calls now, chasing red tape later will create friction, problems and delivery delays.

(b) get a contact number for work and home, and give them your direct line also.

Ongoing communications are essential, if these break down, the receptionist forgets to pass you a message or you cannot contact your customer, friction will again be created before a smooth delivery has been completed.

(2) the delivery process

If you have handled the sales process correctly, this should now be a formality.

Keep a track on the vehicles progress throughout any workshop preparations , valeting requirements and taxation requirements WELL IN ADVANCE of the customer due to collect the vehicle.

If you do have to call to delay collection, (let's say it's that scratch AGAIN! and the paint technician is Unwell) end the call on a positive point eg I forgot to ask what your favourite radio stations are so I can programme them in ready for you.....

Finally, have the vehicle clean and ready in a prominant position for collection. Your customer will have been excited all day at the thought of collecting their new pride and joy, make it the first thing they see when they pull up to the forecourt, and if you have taken control of all the other points in advance.....wave off another HAPPY CUSTOMER!

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