Customer Onboarding for Ownership

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Questions and Answers

What should be included in the delivery process for a client if it is a 3S facility?

A meeting with the finance department
A service department tour (correct)
A detailed presentation of vehicle features
A complimentary vehicle wash

What is one of the responsibilities during the customer onboarding process?

Offering the client a complimentary car rental
Assigning a personal vehicle concierge
Providing the client with a discount coupon for future services
Helping the client schedule their first service appointment (correct)

Which item should be shared with the client for future reference after ownership?

The Aftersales Consultant's business card (correct)
Repair history records
The dealership's return policy
The vehicle's purchase agreement

What should the sales consultant inform the customer if the service is not located within the same facility?

<p>A service advisor will reach out within 48 hours (B)</p> Signup and view all the answers

What should be included in the follow-up email to the client?

<p>Related documents and important contacts (A)</p> Signup and view all the answers

Flashcards

Introducing the Aftersales Consultant

Introducing the Aftersales Consultant to the customer and providing their business card for future reference.

Service Department Tour

Providing a tour of the service department during the vehicle delivery, if the dealership offers service.

Booking the First Service Appointment

Assisting the customer in scheduling their first service appointment.

Vehicle Information Resources

Explaining to the customer where they can find vehicle information, such as the owner's manual, apps, and INFINITI VALET.

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Follow-Up Email with Important Information

Ensuring the customer understands that important documents, links, and contact details will be shared via follow-up email. This email should be visible in the dealership's management system (DMS).

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Study Notes

Customer Onboarding for Ownership

Aftersales Consultant Introduction: Provide the customer with the Aftersales Consultant's business card for future contact.
Service Department Tour: If possible (3S facility), include a service department tour during delivery.
First Service Appointment: Help the customer schedule their first service appointment.
Vehicle Information Resources: Explain where to find vehicle information (owner's manual, owner's apps, INFINITI VALET).
Shared Documents & Contacts: Provide follow-up email with related documents, links, and important contacts (roadside assistance, insurance, service details) – this should be recorded in the DMS.
Out-of-Location Service: For service outside the facility, inform the customer a service advisor will contact them within 48 hours.