Podcast
Questions and Answers
Which of these is NOT a vehicle pre-check point?
Which of these is NOT a vehicle pre-check point?
What should the sales consultant do the day before vehicle handover?
What should the sales consultant do the day before vehicle handover?
What is an important aspect of the welcome greeting?
What is an important aspect of the welcome greeting?
Which of the following is a critical step during the contract signature?
Which of the following is a critical step during the contract signature?
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What should all vehicle parts be during the pre-check?
What should all vehicle parts be during the pre-check?
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How should the key people at the retailers be prepared?
How should the key people at the retailers be prepared?
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Which measurement criterion does NOT apply to the vehicle pre-check?
Which measurement criterion does NOT apply to the vehicle pre-check?
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What is a recommended gift for the customer at contract signing?
What is a recommended gift for the customer at contract signing?
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What should be included in a personalized welcome for customers?
What should be included in a personalized welcome for customers?
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What is a requirement when offering a test drive?
What is a requirement when offering a test drive?
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What should be clarified before closing a vehicle deal?
What should be clarified before closing a vehicle deal?
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Which of the following is NOT part of ensuring vehicle specifications for a customer?
Which of the following is NOT part of ensuring vehicle specifications for a customer?
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What should be avoided when serving beverages to customers?
What should be avoided when serving beverages to customers?
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What should be included in the personalized communication after a vehicle purchase?
What should be included in the personalized communication after a vehicle purchase?
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When should a customer be informed about any issues regarding their vehicle?
When should a customer be informed about any issues regarding their vehicle?
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What is an acceptable way to provide a test drive option?
What is an acceptable way to provide a test drive option?
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What is the primary goal of the order tracking process?
What is the primary goal of the order tracking process?
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Which method of communication should notifications be sent through?
Which method of communication should notifications be sent through?
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What should be confirmed regarding vehicle availability?
What should be confirmed regarding vehicle availability?
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What should the consultant do if the client is unable to commit to an appointment?
What should the consultant do if the client is unable to commit to an appointment?
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What are the three steps to ensure during a vehicle delivery appointment?
What are the three steps to ensure during a vehicle delivery appointment?
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What is essential about the tracking information provided to customers?
What is essential about the tracking information provided to customers?
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What is an important aspect when scheduling the delivery appointment?
What is an important aspect when scheduling the delivery appointment?
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How should changes to a booking be handled after it has been created?
How should changes to a booking be handled after it has been created?
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What should be done before unveiling the vehicle?
What should be done before unveiling the vehicle?
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How should the vehicle handover experience begin?
How should the vehicle handover experience begin?
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What should be requested from the customer during the vehicle handover regarding photos or videos?
What should be requested from the customer during the vehicle handover regarding photos or videos?
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What should a consultant do if the client prefers not to have their video or photo taken?
What should a consultant do if the client prefers not to have their video or photo taken?
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During the vehicle introduction, what should be done first?
During the vehicle introduction, what should be done first?
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What should be included in the vehicle setup for the client?
What should be included in the vehicle setup for the client?
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What is a key aspect to ensure during the unveiling process?
What is a key aspect to ensure during the unveiling process?
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Which of the following is NOT a recommended action during the key handover?
Which of the following is NOT a recommended action during the key handover?
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What should be included with the delivery to help the client in the future?
What should be included with the delivery to help the client in the future?
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What action should be taken if the service department is not located at the same location as sales?
What action should be taken if the service department is not located at the same location as sales?
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What is one of the first steps in onboarding a client to the connected services app?
What is one of the first steps in onboarding a client to the connected services app?
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What should the follow-up email to the client include?
What should the follow-up email to the client include?
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Which item is considered part of the final send-off for a client?
Which item is considered part of the final send-off for a client?
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What is one requirement for following up with a customer after delivery?
What is one requirement for following up with a customer after delivery?
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What should be done to enhance the client's final experience upon taking delivery of their vehicle?
What should be done to enhance the client's final experience upon taking delivery of their vehicle?
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Which of the following should NOT be omitted during the onboarding process?
Which of the following should NOT be omitted during the onboarding process?
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Study Notes
INFINITI Dealership Standards
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2.3.2 Welcome your guests:
- Personalize the customer experience by addressing the customer by name.
- Offer a beverage (if appropriate).
- Avoid using paper or plastic cups.
- Provide explanation for each step from staff.
INFINITI Dealership Standards
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2.3.4 Test drive:
- Offer test drives to all customers.
- Provide alternate test drive options if a walk-in test drive isn't feasible.
- Allow customers to set vehicle settings as desired.
- Provide options for accompanied or solo test drives.
- Explain the best route for a satisfying test-drive experience.
INFINITI Dealership Standards
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2.4.1 Closing the deal:
- Address any customer queries regarding the vehicle.
- Offer various purchase options to customers.
- Allow trade-ins if desired by the shopper.
- Provide a quotation to customers.
- Provide a personalized handwritten thank-you card.
- Provide an interview of staff involved in the closing process.
INFINITI Dealership Standards
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2.5.1 Vehicle pre-order check:
- Ensure vehicle specifications, trims, and options match customer requests.
- Address any issues proactively before informing the customer.
- Meet the delivery date commitments.
- Ensure all pre-delivery checklist points are correct, and inform customers of any problems.
INFINITI Dealership Standards
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2.5.2 Order tracking:
- Provide simple, clear, and transparent order tracking for customers.
- Inform customers proactively with updates on their order
- Customers should receive notifications using preferred communication methods.
- Include an explanation of next steps and delivery dates in updates.
INFINITI Dealership Standards
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2.5.3 Vehicle order confirmation:
- Inform customers accurately if the vehicle is available.
- Confirm delivery date and arrange an appointment with the customer.
- Provide options if the customer is unavailable to commit to a delivery date.
INFINITI Dealership Standards
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2.5.4 Vehicle delivery appointment:
- Schedule appointments based on customer preference once the car is ready for distribution.
- Offer three steps for appointment scheduling
- Offer flexible scheduling
- Include any needed special requests from the customer.
INFINITI Dealership Standards
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2.5.6 Vehicle final pre-check:
- Complete all final vehicle checks at least 24 hours before intended delivery.
- Ensure correct vehicle specifications, and no missing parts or accessories.
INFINITI Dealership Standards
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2.5.7 Vehicle handover reminder:
- Send a reminder to the customer a day before the handover.
- Include details like visit scope, time, duration, and location.
INFINITI Dealership Standards
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2.5.8 Welcome pre-meeting:
- Ensure warm greetings, and a sense of recognition for the customer.
- Offer beverages, especially coffee, if the customer wishes.
- Arrange a meeting with a Branch Manager to welcome the customer.
INFINITI Dealership Standards
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2.5.9 Contract signature:
- Allow customers to choose their preferred way of signing the contract (physical or digital).
- Provide an INFINITI branded pen as an option.
INFINITI Dealership Standards
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2.5.10 Key handover:
- Hand over the vehicle keys.
- Allow use of remote ignition as needed.
INFINITI Dealership Standards
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2.5.11 Vehicle unveiling:
- Hide the vehicle in advance for a more personalized reveal.
- Allow the client to participate in the unveiling or observe.
- Dim the lights and brighten to show off the car (for IREDI 4.0).
INFINITI Dealership Standards
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2.5.12 Shareable moments:
- Get the customer's permission before taking photos or videos.
- Allow the customer to take photos or videos with their device if preferred.
INFINITI Dealership Standards
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2.5.13 Vehicle introduction:
- Provide a walk-around of the car and highlight aspects and features to the client.
- Get the customer's phone connected to the infotainment system.
- Guide customers to set up their connected cars apps.
INFINITI Dealership Standards
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2.5.14 Preparation to ownership:
- Introduce the After Sales Consultant, and obtain their contact information.
- Allow scheduling of an initial service appointment.
- Ensure customers know where to find vehicle info, such as owner's manuals.
- Share related documents, contacts, and service information in a follow-up email.
- Provide a service advisor contact if servicing is not performed at that location, and give an update within 48 hours.
INFINITI Dealership Standards
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2.5.15 Goodbye - final send-off:
- Offer gifts (flowers, champagne, etc.)
- Include a handwritten thank you card.
- Follow up with a phone call within 48 hours of delivery.
- Include all previous information in the DMS record.
INFINITI Dealership Standards
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2.5.16 CCS 2 Connectivity:
- Explain CCS connectivity clearly.
- Demonstrate how to download the related app.
- Ensure the customer downloads the app (unless they decline or prefer to do it later).
INFINITI Dealership Standards
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2.6.1 Second handover:
- Allow for a second handover if the client desires one at the end of the process.
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Description
This quiz covers key service standards at INFINITI dealerships. It focuses on welcoming guests, facilitating test drives, and closing deals effectively. Participants will learn how to enhance the customer experience through personalized service and effective communication.
