INFINITI Dealership Standards REDI 4.0 PDF

2.3.2 Welcome your puest: Create personalized welcome for customers =================================================================== ### /V\\easurement Criteria - Personalize the experience by addressing the customer by name - Centre Host 6‹ SC to introduce themselves with the name - Of...

2.3.2 Welcome your puest: Create personalized welcome for customers =================================================================== ### /V\\easurement Criteria - Personalize the experience by addressing the customer by name - Centre Host 6‹ SC to introduce themselves with the name - Offer beverage (if customer opts for a lotte, offer the same with INFINITI Latte Signature art) - Paper or plastic cups should not be used ### Assessor Explanation ### Open to Appeal?  ###### /V\\easurement Criteria - Offer Lest drlve to all customers (if waJkin and vehicle not avoidable, provide alternate options to provide test drive such as remote delivery option or book another appointment as oer customer\'s availability) - Explain and assist customers to set the vehicle settings as per the customer\'s preference - Accompanied / solo TD : provide option to customer either to for the SC to join them during the test drive or for customer to drive unaccompanied (only not applicable if local government restrictions applies) - Flexible route : explain the best route for customers to experience the vehicle best suits their needs ###### Assessor Explanation #### Open to Appeal? ##### Reference Information Closing the deal Closing the deal ================================= ### /V\\easurement Criteria - Clarify any query regarding the vehicle - Provide purchase options for customers - Explain and offer to do trade-in - Give a quotation to the customer - Give a personalized hand written INFINITI Thank You Card ### Assessor Explanation ### Open to Appea!? ### Reference Information 1. Vehicle pre order check: Each sales consultant is responsible to ensure the ##### Measurement Criteria - Ensure the vehicle has the right specificotions, trim, options or special requirements requested by the client - If any issues are identified, fix them before contacting the client and inform client about it - Delivery date must be met 100% - If something unavoidable happens, be proactive and inform the client immediately - Ensure to include the above in the pre check process - Prior to PDI, invite the customer to the showroom or share the pictures of their actual vehicle and confirm to avoid concetlation during delivery ##### Assessor Explanation #### Open to Appeal? ##### Mandatory Response Information Reference Information  Order tracking: Ensure to have a process for the sales consultant to trace the order and inform the customer proactively ------------------------------------------------------------------------------------------------------------------------ ### Measurement Criteria - Process must be simple, clear and transparent - Customers to receive notification when required - Tracking informotion should contain a clear explanation of next steps and delivery dotes - The notifications should be sent via client s preferred method (e.p.: email, text message, WhatsApp, etc.) ### Assessor Explanation ### Open to Appea!? #### Reference Information  Vehicle order confirmation: Provide accurate order confirmation --------------------------------------------------------------- ### /V\\easurement Criteria - Inform the client about availability of car in showroom - Confirm the date the vehicle will be ready for collection or delivery (100% accuracy), then check with the client to make an appointment via their preferred method - Or propose an appointment yoursel\*. If the client is unavaJobIe or unwilling to commit, explain their options - Once a booking has been created, avoid any changes from your side. Make a firm commitment to the client ###### Assessor Explanation ### Open to Appeal? #### Reference Information  2.5.A Vehicle delivery appointment: Once the vehicle will be available for delivery, *soles* consultant should schedule an appointment as per the customer\'s convenience ========================================================================================================================================================================= #### /V\\easurement Criteria - 3 steps to ensure 1. Customer con choose their preferred date & time based on The available options 2. Showroom or remote delivery (optional} 3. Offer any special requirement (like birthday, anniversary, etc.) and try to accommodate as much as possible - Try to get all the booking information you need from the client in one single exchange ### Assessor Explanation ### Open to Appeal? #### /V\\andatory Response Information Reference Information  Vehicle final pre---check: Ensure to include and all the vehicle final pre---check points in the checklist. ----------------------------------------------------------------------------------------------------------- ### Measurement Criteria - The vehicle has the right specifications and trim - No optional or accessories or toolkits are missing - All the parts are well-installed - There are no dents, scratChes or fingerprints - The vehicle is clean inside and out - The fuel tank is full - The tires hove the right pressure ### Assessor Explanation ### Open to Appeal? Vehicle handover reminder: The day before vehicle handover, sales consultant should send tne client a reminder via tneir preferred method of communication. =========================================================================================================================================================== #### Measurement Criteria - Scope of the visit --- what will happen - Time ot their appointment - Duration - Location ##### Assessor Explanation ### Mandatory Response Information Reference Information Welcome preetinp: Ensure customer is warmly greeted and feel recognized ======================================================================= ##### Measurement Criteria - Make sure the key people at the retailers love been briefeo, so they know which clients to expect and their names - Offer them beverage options, if the opt for lotte, kindly provide it with the INFT NITI LOtte Art - Ask the Branch Manager to meet the client and congratulate him or her for purchasing an INFINITI - Overall, ma ke sure everything you do is with a Thoughtful Hospitality mindset ###### Assessor Explanation #### Open to Appeal? ##### Mandatory Response Information Reference Information Contract signature: final documents including delivery note should be physically signed --------------------------------------------------------------------------------------- ###### Measurement Criteria - Ask clients If they would like a physical or digital copy (if digital signatures are accepted In your region) - Offer on INFIN ITI branded pen as a gift to the customer (Optional) ###### Assessor Explanation ##### Open to Appeal?  Key handover: Handover the vehicle key to the customer ------------------------------------------------------ ###### /V\\easurement Criteria - Handover the key to the customer & request them to unlock and turn on remote ignition if available ###### Assessor Explanation #### Open to Appeal? ##### Mandatory Resoonse nformation Reference Information ### Vehicle unveiling: Unveil the vehicle ### Measurement Criteria - The vehicle shouId be hidden in advance with an INFINITI signature cover to create a more personalized moment - Ask the client if they\'d like to participate in the unveiling process --- or If they d just prefer to watch - If the customer prefers, soles consultant should copture the moment with a video or photos - For IREDI 4.O The lights should oe dimmed and light up to reveal the vehicle for customers. Car covers should not De used ###### Assessor Explanation ##### Open to Appeal? ###### Mandatory Response Information   2 5.12 Shareable moments: Create & capture memorable & shamble moments ---------------------------------------------------------------------- ### Measurement Criteria - Ask The client\'s permission to create a video or take pictures during the vehicle handover experience - Ask the client if they\'d prefer to have the photos or video taken with their personal phone, or if they\'re happy for you to use your phone or retailer\'s comera --- which you II share with them later - If the client prefers not to have their video or photo token due to personal or cultural reasons, iL is okay, but it should be offered. ###### Assessor Explanation ### Open to Appeal? Vehicle introduction: Introduce the vehicle aspects & feature to customer ========================================================================= ### Measurement Criteria - Start with a walkaround to show the client their vehicle is in perfect condition - Continue with the vehicle set-up: help the client pair their phone to the vehicle's infotoinment system. Enter your retailer address and the client's home address in the navigation. Help the client make personal adjustments: seats, mirrors and so forth - Help the client download ony related apps. Create the owner\'s profile and on-board the client to the connected services app / owner s - Introduce customers to connected cars (if available for their vehicle). Assist in insto lling and setting up the app ###### Assessor Explanation   Preparation to ownership: Onboard the customer to ownership =========================================================== ### Measurement Criteria - Introducing the Aftersoles Consultant. Ensure that his or her business card has been provided to the client for future reference. Include a service department tour with the delivery (If it is a 3S facility) - Help the client book their first service appointment - Explain to the client about where to look for ony vehicle information. For example, owner\'s manual; owner\'s oops, INFINITI VALET - Ensure the client understands that you\'ll shore related documents, links and important contacts with them, (for example, roadside assistance, insurance, service contact details, etc.) via a follow-up email that should be visible in DMS record - If service is not within the same location, sales consultant should inform the customer that o service advisor will be in touch with him Assessor Explanation ### Mandatory Response Information Reference Information Goodbye - the final touch: final send off ----------------------------------------- ##### Measurement Criteria - Offer the client any further gifts you might hove, for example: flowers, champagne, accessories, etc. Offer to put them in the trunk (Options I) - Include on INFI W ITI handwritten Thank-you Card with the gifts, to further emphasize your appreciation - Follow up with customer within A8 hours from the delivery, this should oe a phone coil and recorded in DMS - In IREDI 4.0 : Road to INFINITI video must ploy on the screen ond the screen should lift off, customer drives out Assessor Explanation ##### Open to Appeal?  CCS 2 Connectivity: Explanation of app and ensure customer download the app --------------------------------------------------------------------------- ### Measurement Criteria - Sales Consultants give a clear, straightforward explanation of the CCS connectivity - Sales Consultant demonstrates how to download the opp - Sales Consultant ensures the customer dovvnlood the opp (unless the customer opposes not to do it or insist to do it later) ### Assessor Explanation {#assessor-explanation-17} ### Open to Appeal? Second handover: Second handover for customers ---------------------------------------------- ##### Measurement Criteria - At the end of the handover process, offer the guest an optional second handover ###### Assessor Explanation {#assessor-explanation-18} ### Mandatory Response Information ##### Reference Information