INFINITI ISSW BEYOND Sales Standards

• The document outlines INFINITI's ISSW BEYOND sales standards, focusing on customer experience.
• It emphasizes thoughtfulness, hospitality, and a seamless brand experience.

Brand Values

• Human: INFINITI prioritizes customer-centric design and understanding through empathy.
• Daring: INFINITI is presented as a challenger brand that stands by its identity.
• Forward: INFINITI is innovative, using technology to maximize the driver-car connection.

Key Principles

• Thoughtful Hospitality is central to INFINITI.
• The customer buying journey is defined by six processes.

Six Key Processes

• Pre-Booking Process
• Pre-Booking Standards
• Post-Booking Standards
• Delivery
• Follow-Up
• INFINITI Signatures

Pre-Booking Process

• Process flow includes test drives, guest connections, product experience, and purchase decisions.
• Sales consultants perform digital presentations if customers cannot visit the IREDI Center.
• Retailers prepare vehicles and routes.

Four-Step Test Drive (TD) Process

• Customers request a test drive, which is validated.
• A digital presentation is given.
• The TD is prepared based on customer needs.
• A tailored TD experience is given to the customer.

Test Drive (TD) Booking Details

• Bookings can be made online or via telephone.
• Test drives can happen remotely or at the nearest IREDI Center.
• Booking confirmations are managed by a sales consultant.

Digital Product Presentation

• Sales consultants summarize customer information, clarify needs, and share information.
• Virtual vehicle Walkarounds can be arranged.
• Access to the INFINITI website and Visualizer to add accessories, build the price, and display other colors of the car.

Preparation for Test Drive

• The consultant will confirm with the customer that their test drive route best reflects their needs.
• The test drive car is cleaned, sanitized, and prepared.

Tailored Test Drive

• Sales consultants will create routes based upon customer profiles to ensure comfort with the car.
• Customers should be offered INFINITI Signature Thank You Cards and followed up within 48 hours of a test drive.

Standards for Test Drive Booking

• Test drive booking allows an opportunity to secure an appointment via digital platform or IRL.
• This process allows dealers to showcase a premium luxury service.
• Consultants must be very passionate, prepared and attentive.

Standards for Bookings

• Online booking allow customers to book with flexibility on their own time.
• The retailer transfers requests to sales consultants, who then validate the booking via a call, check available times, and then help to plan the TD for the customer.
• The customer then receives an email with all of the TD information and model details.

Guest Connections

• Build a real connection, identify priorities and demonstrate genuine interest in customers.
• Consultants need to ask thoughtful questions to gauge customers interest in vehicles.
• Consultants need to manage guest expectations and sales pressure.
• Consultants should know dates of important events.
• Consultants should keep open communication with customers about test drives and document sharing.

Flexible Routes

• Each test drive must identify routes that features pre-planned demonstrations specific to the retailers.
• Personal information such as driver's license must be recorded for each test drive.

Product Experience

• Emotional connections are built by confirming vehicles can meet customer's needs through a product experience.
• Customers should feel very happy with the purchase they are making.
• Thoughtful Hospitality is key for INFINITI consultants to create an authentic brand experience.

Vehicle Preparation Standards

• Vehicles are cleaned and sanitized.
• Settings are adjusted for easy use.
• Apple CarPlay settings as well as car settings should all be functional.

Post Booking

• Customers choose how to setup their test drive (location, route, DTD, etc).
• Customers should be asked for feedback on this process, and applied to marketing materials for future guests.

Welcoming

• Consultants need to make a lasting first impression.
• Customers should feel at the level of a "valued guest".
• Consultants should use all of their means to ensure the customer is enjoying themselves.

Personal Vehicle Presentations

• Infiniti dealers must be aware of customer's needs and tailor presentation skills for them.
• Presentations should match customer's lifestyles and show value for their daily life.

Vehicle Orientation

• Show customers interiors and help customize to their lifestyles.
• Demonstrate connectivity features and radio.
• Allow passengers to adjust mirrors and climate.

Thank you's and Signature Experiences

• Branded water/coffee are given to create a signature INFINITI experienece.
• Consultants need to help create moments for customers to share (infiniti lattes, car gifts, etc).
• Always hand write a Thank You card afterwards.

Purchase Decision

• Guests are allowed to purchase a car for the right price, and must feel satisfied.
• Consultants must handle guest's choices with respect.
• This must be done while providing support that is genuine.

Follow Up

• The customer must be contacted with 48 hours for feedback.
• Always offer to provide videos to guests.

Post Booking Flow

• In this flow, all deliveries take place.
• There is a vehicle pre-check to ensure it is fit for the customer.
• Consultants must ensure all customers receive an Infiniti pen, key ring and unveiling.
• Follow ups with clients must take place after hand-overs.

Hand-Over Process

• This requires a smooth transition of ownership, both pre and post hand-overs.
• All retailers must prepare all forms in advanced, and help the client with their inquiries.
• Provide options of where to deliver clients.

Delivery Standards

• Infiniti tries to delivery premium experiences.
• Guests should feel confident that buying is just the beginning of their journey with the brand.
• Customers should be able to give opinions on designs for lattes and gifts.

Requirements for Pre-Hand Over

• Consultants muse make certain all clients are able to handle things well.
• Checks must make sure the trim, specifications, and car quality is 100% right.
• If any issues, Infiniti will need to fix before contacting.

Requirements for Shipped Orders

• The delivery process must be transparent.
• Tracking and information must be up to date for all forms of media.
• This has to come in the form of texts, emails, notes, etc from the retailers.

Requirement of First View of the Vehicle in Person

• The team must ensure the vehicle is in the show room.
• Customers must be able to ask any questions they need during this process.
• If there are issues, explain and provide options for customer concerns.
• Give realistic advice (emails, chats).

Delivery Appointments

• All consultants must schedule an appointment and work in alignment with each other.
• Book dates, times and plan, and ensure customers have a chance to engage with you.

Preferred Times

• Date and times must be planned.
• Plan ceremonies for deliveries.
• This must be flexible.

Location

• Retail locations must be easily accessible.
• Delivery options have to be flexible and available to clients.

Documents

• Provide all documents at the start, in advance of the meeting.
• Offer any opportunities for clients.

Infiniti Signature

• Give clients opportunities to do all paperwork beforehand.
• Provide digital signatures.
• Let them know how to use all aspects of equipment/vehicle from the start.

Process

• The day before handing off the vehicle, provide a written reminder
• This document must include scope of the visit.
• Locations must also be provided.

Deliveries

• Greet all at the family by name with smiles.
• Open the car door if you meet in a parking lot.
• Ensure customers feel valued.

Drink Specials

• All clients should have access to the bar before they look at the vehicle.
• Offer drinks (both branded, and specialty).

Contract

• Infiniti needs to hand off all paperwork ahead of time.
• Provide pens for signing.
• Tell all about what is contained within.

Key Handover

• Put on gloves as you provide the keys.
• This gesture should show premium touchpoints and how things work.

Unveiling

• In a one-to-one style, ensure the client understands all aspects of the vehicle as you pull back a customized car cover.

Car Shares

• Take photos of handing over keys to create a moment.
• ask client if they with to share this on social media.

Customer Education

• Review the vehicle's full profile and details
• Show all new parts, areas of detail, and customization.

Aftersales and

• Talk about all features included in a sale, and offer to showcase it if service was not included.
• Assist with the signing of the vehicle.

Say Goodbye

• This must have a final touch.
• Provide some sort of physical memorabilia, such as a notebook.

Follow-up objective

• Stay connected, show appreciation for clients.
• Help build a family relationship.

Thoughtful Practices

• Communicate frequently for all customers.
• Ensure there is great satisfaction every where.

Final Expectations

• Contact clients a max 24 hours after.
• Ensure all paperwork is set up for all forms of engagement for new owner.

Follow Up

• Customer reviews must be conducted shortly after.
• Surveys must be set up to showcase engagement.

Signatures

• Emphasize simple tactics that help with the Infiniti signature experience.
• Human and personable touches will show the core of this brand.

Branded Items

• Provide lattes and bottled water.
• Provide stencils.

Moments

• Show opportunities to take pictures and share their drive.
• Include the handout of gifts as photo opportunities.

Pens

• Provide premium pen merch stock.

Key-Rings

• Provide keychain to clients on sale.
• It must be small, and personalized.

Car Covers

• Brand vehicle covers as a unique marketing experience.

Gloves

• Handling luxury items must be done gingerly and carefully.
• Use gloves to minimize scratching.

Cards

• Give card with kind words at the vehicle hand over.

More

• Offer cards with great sentiments.
• Provide drinks in a setting that is comfortable.
• Write personalized notes and give often.