INFINITI Dealership Standards Overview
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Questions and Answers

Which of these is NOT a vehicle pre-check point?

  • The vehicle has optional accessories (correct)
  • Tires have the right pressure
  • The vehicle has the right specifications
  • The fuel tank is full

What should the sales consultant do the day before vehicle handover?

  • Send a reminder to the client (correct)
  • Confirm the vehicle model with the client
  • Verify the payment status
  • Prepare the vehicle for delivery

What is an important aspect of the welcome greeting?

  • Offer the customer a choice of beverages (correct)
  • Provide a brochure of vehicles
  • Make small talk about the weather
  • Discuss financing options

Which of the following is a critical step during the contract signature?

<p>Provide a digital signature option if applicable (B)</p> Signup and view all the answers

What should all vehicle parts be during the pre-check?

<p>Well-installed (D)</p> Signup and view all the answers

How should the key people at the retailers be prepared?

<p>Briefed about clients they are meeting (D)</p> Signup and view all the answers

Which measurement criterion does NOT apply to the vehicle pre-check?

<p>Optional toolkits must be included (A)</p> Signup and view all the answers

What is a recommended gift for the customer at contract signing?

<p>An INFINITI branded pen (C)</p> Signup and view all the answers

What should be included in a personalized welcome for customers?

<p>Offering beverage options (A)</p> Signup and view all the answers

What is a requirement when offering a test drive?

<p>Offer to deliver the vehicle for a test drive if the customer can't visit (D)</p> Signup and view all the answers

What should be clarified before closing a vehicle deal?

<p>Any queries regarding the vehicle (A)</p> Signup and view all the answers

Which of the following is NOT part of ensuring vehicle specifications for a customer?

<p>Informing the customer of any issues post delivery (A)</p> Signup and view all the answers

What should be avoided when serving beverages to customers?

<p>Using paper or plastic cups (D)</p> Signup and view all the answers

What should be included in the personalized communication after a vehicle purchase?

<p>A handwritten thank you card (C)</p> Signup and view all the answers

When should a customer be informed about any issues regarding their vehicle?

<p>Before they are contacted about delivery (C)</p> Signup and view all the answers

What is an acceptable way to provide a test drive option?

<p>Offering an unaccompanied drive option if permissible (D)</p> Signup and view all the answers

What is the primary goal of the order tracking process?

<p>To enable the sales consultant to trace orders and inform customers proactively (B)</p> Signup and view all the answers

Which method of communication should notifications be sent through?

<p>Through the client's preferred method such as email, text, or WhatsApp (A)</p> Signup and view all the answers

What should be confirmed regarding vehicle availability?

<p>The exact date the vehicle will be ready for collection or delivery with 100% accuracy (D)</p> Signup and view all the answers

What should the consultant do if the client is unable to commit to an appointment?

<p>Explain the client's options clearly (A)</p> Signup and view all the answers

What are the three steps to ensure during a vehicle delivery appointment?

<p>Allow the customer to choose their preferred date, assess delivery location, and offer personal requirements (B)</p> Signup and view all the answers

What is essential about the tracking information provided to customers?

<p>It must include clear next steps and delivery dates (C)</p> Signup and view all the answers

What is an important aspect when scheduling the delivery appointment?

<p>Gathering all necessary booking information in one exchange (D)</p> Signup and view all the answers

How should changes to a booking be handled after it has been created?

<p>Changes should be avoided to maintain a firm commitment (C)</p> Signup and view all the answers

What should be done before unveiling the vehicle?

<p>Cover the vehicle with an INFINITI signature cover. (B)</p> Signup and view all the answers

How should the vehicle handover experience begin?

<p>By handing over the vehicle keys to the customer. (B)</p> Signup and view all the answers

What should be requested from the customer during the vehicle handover regarding photos or videos?

<p>Ask if they would like to participate in capturing moments. (A)</p> Signup and view all the answers

What should a consultant do if the client prefers not to have their video or photo taken?

<p>Respect their wishes and avoid taking pictures. (A)</p> Signup and view all the answers

During the vehicle introduction, what should be done first?

<p>Perform a walkaround to show the vehicle's condition. (C)</p> Signup and view all the answers

What should be included in the vehicle setup for the client?

<p>Helping the client pair their phone to the vehicle's infotainment system. (A)</p> Signup and view all the answers

What is a key aspect to ensure during the unveiling process?

<p>That the customer is consulted on their preference for participation. (A)</p> Signup and view all the answers

Which of the following is NOT a recommended action during the key handover?

<p>Simply toss the key to the customer. (A)</p> Signup and view all the answers

What should be included with the delivery to help the client in the future?

<p>Business card of the Aftersoles Consultant (C)</p> Signup and view all the answers

What action should be taken if the service department is not located at the same location as sales?

<p>Inform the customer that a service advisor will contact them (B)</p> Signup and view all the answers

What is one of the first steps in onboarding a client to the connected services app?

<p>Introduce the client to connected cars (B)</p> Signup and view all the answers

What should the follow-up email to the client include?

<p>Links to related documents and important contacts (C)</p> Signup and view all the answers

Which item is considered part of the final send-off for a client?

<p>A handwritten thank-you card from INFINITI (C)</p> Signup and view all the answers

What is one requirement for following up with a customer after delivery?

<p>A phone call within 24 hours is required (C)</p> Signup and view all the answers

What should be done to enhance the client's final experience upon taking delivery of their vehicle?

<p>Playing the INFINITI Road to INFINITI video (B)</p> Signup and view all the answers

Which of the following should NOT be omitted during the onboarding process?

<p>Providing a full car maintenance manual (C)</p> Signup and view all the answers

Flashcards

Personalized Welcome

Addressing the customer by name, introducing oneself, offering a beverage, and avoiding paper or plastic cups.

Test Drive Experience

Providing test drive options, assisting with vehicle settings, and suggesting flexible routes.

Closing the Deal

Clarifying vehicle queries, outlining purchase options, explaining trade-in, providing a quotation, and offering a personalized Thank You card.

Vehicle Pre-order Check

Ensuring the vehicle matches the customer's specifications, addressing any issues before delivery, and meeting the agreed delivery date.

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Order Tracking

The process of tracking an order's progress and keeping the customer informed about its status.

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Order Tracking: Process Transparency

The notification system must be clear and easy to understand.

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Order Tracking: Customer Notifications

Customers must receive regular updates about their order's progress.

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Order Tracking: Notification Content

The notifications should contain details about the next steps in the delivery process and expected delivery dates.

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Order Tracking: Preferred Communication Method

Customers should be able to choose their preferred method of receiving order tracking updates.

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Vehicle Order Confirmation

The customer should receive an accurate confirmation of their vehicle order, including details about availability and collection/delivery date.

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Vehicle Delivery Appointment

The salesperson should schedule a pick-up or delivery appointment at a time convenient for the customer.

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Vehicle Delivery Appointment Options

The customer should be given options for appointment date, time, and location, including the possibility of delivery to a different address.

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Vehicle Specifications Check

Ensuring the vehicle meets the customer's exact specifications, including trim and accessories, and that all parts are installed correctly.

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Vehicle Condition Check

A thorough check for any defects, including dents, scratches, or fingerprints, to guarantee the vehicle's condition is pristine.

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Vehicle Handover Reminder

A pre-delivery reminder sent to the customer the day before pickup to ensure they are prepared and excited for the handover.

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Customer Welcome Process

A welcoming experience that makes the customer feel valued and recognized, including a warm greeting, offered beverages, and a chance to meet the branch manager.

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Appointment Information

A detailed explanation of the customer's appointment, including the purpose of the visit, the scheduled time, the duration, and the location.

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Document Format Choice

Offering the customer a choice between a physical or digital copy of the final documents, including the delivery note.

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Document Signature Requirement

A final physical signing of the delivery note and other documents to finalize the transaction.

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Branded Pen Gift

Optional gesture of giving a customer an INFINITI branded pen as a small gift during the contract signing.

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Connected Car Onboarding

Introducing connected car features and assisting customers with app installation and setup.

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Aftersales Introduction

Presenting the Aftersales Consultant to the client, providing a business card for future reference, and giving a service department tour.

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Vehicle Information Guide

Guiding customers on how to find vehicle information, including the owner's manual, online resources like INFINITI VALET, and service appointment booking.

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Follow-up Email with Key Information

Ensuring the client understands that important documents, links, and contact information will be sent via email, visible in the dealership's management system (DMS).

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Service Advisor Communication

Informing the customer about the service advisor who will be in contact if service is not located at the sales location.

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Final Gift Offer

Offering additional gifts, such as flowers, champagne, or accessories, and placing them in the vehicle's trunk.

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Handwritten Thank-You Card

Providing a handwritten thank-you card with the gifts to express appreciation.

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48-Hour Follow-up Call

Following up with the customer within 48 hours of the delivery, making a phone call and recording it in the dealership's management system (DMS).

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Key Handover

Handing the vehicle key to the customer and asking them to unlock the vehicle and turn on the remote ignition if available.

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Vehicle Unveiling

Revealing the vehicle to the customer by removing a signature cover, dimming the lights, or illuminating the vehicle to create a memorable moment. It allows the client to experience the vehicle for the first time.

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Create Shareable Moments

Asking the customer for permission to capture photos or videos of their vehicle handover experience, offering different options like using the customer's phone or the retailer's camera. Always respect the customer's preference and ensure they are comfortable with the process.

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Vehicle Introduction

Introducing the vehicle features and aspects to the customer. It includes a walkaround to show the vehicle's pristine condition, guiding the customer through setting up the infotainment system, navigation, and personal adjustments.

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Vehicle Set-up

Helping the customer pair their phone with the vehicle's infotainment system, entering the retailer's address and their home address in the navigation. It also includes making personal adjustments to the vehicle such as seat, mirror, and other settings.

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App Download Assistance

Guiding the customer on downloading any related apps that enhance their vehicle experience and provide additional information or functionality.

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Vehicle Pre-delivery Check

Ensuring the vehicle is in perfect condition before delivery, addressing any issues with the customer before they take ownership.

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Customer Satisfaction

Ensuring the customer's satisfaction with the vehicle handover experience by providing a personalized greeting, meeting their needs, and addressing any concerns.

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Study Notes

INFINITI Dealership Standards

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 2.5.10 Key handover:
    • Hand over the vehicle keys.
    • Allow use of remote ignition as needed.

INFINITI Dealership Standards

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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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Related Documents

INFINITI Dealership Standards REDI 4.0 PDF

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.

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