The delivery has the most impact on the salesperson's SSI score, referrals and future repeat business. A poor delivery will over-shadow the rest of the sales experience.
When your customer takes delivery of his car or truck, they expect it to be the culmination of their purchase; a purchase which represents the second largest or the largest purchase your customer will make. Many purchases represent a year's salary for the customer. Other customers have paid less in house notes or rent than their car payments will be.
Get deal to the Finance Department
As soon as the deal is approved, collect all necessary paperwork, log the deal and get the deal to Finance.
Vehicle is fueled.
All deliveries will be filled with gas before presentation to the customer.
Vehicle goes to wash rack
Salesman must explicitly tell the porters what time it is needed. Show them any problem areas: stains, trash, stickers on the windows.
Salesman Checks Vehicle
The salesperson should check the vehicle equipment against the buyers order, check equipment operation and get the owners manuals from the glove box.
Service Walk
Immediately after the paper work is finished, the customer must be introduced to the service department, directly to a service writer. The service writer will give the customer his card, a service schedule, and phone numbers for roadside assistance and the towing company. This information will be duplicated on a sticker that the salesperson can glue to the inside of the customer's trunk, under the hood or in the jack location.
Presentation of Owner's Materials
Owner's Manual
Maintenance
Show the customer the maintenance chapter. Outline the schedule, showing the difference between schedule "A" and "B." Inform the customer that schedule "A" is the minimum required to protect his warranty. Schedule "B" is for "severe service." Schedule "B" will help keep his car running well longer with fewer repairs. Always recommend "B."
Break-in
A long break-in is not required. Don't drive hard, brake hard or rev the engine to within 1000 RPM of redline in the first 300 miles. Avoid trips shorter than 10 minutes and avoid holding one steady speed.
Some full-throttle acceleration will help aid break-in, though not in first gear.
Fuel Requirements
Regular 87 octane unleaded is all that is required in any Dodge engine, with the following exceptions: Viper, Neon R/T and Intrepid with 3.5 V6. These engines may be run on regular, but will run better on 89 or higher octane (Intrepid 3.5 & Neon DOHC) or 91 or higher (Viper).
There is no benefit to using higher octane gas than recommended: it will cost them more and won't reduce maintenance.
Index
Let the customer know that he can find everything else in the index, which is in the back.
Warranty
All three of the following must be covered with the customer:
3/36
The 3 year/36,000 mile warranty is a basic warranty. It covers everything except accidents, non-Chrysler accessories and maintenance. During the first year or 12,000 miles wiper blades, clutch, brake rotors, drums and pads are covered. Tires have their own warranty in the packet.
Corrosion Warranty
Covers against rust-through of any outer-body sheet metal (painted parts only) for seven years or 100,000 miles. All sheet metal covered for three years, regardless of mileage.
Emission Warranty
Covers for 8 years or 80,000 miles, catalytic converter, engine computer and diagnostics. Also covers failure to pass emissions tests during the first two years or 24,000 miles.
Emphasize to the customer that, should his vehicle run poorly during the eight year period, he should bring it to our service department. Often, a part is covered by warranty and replaced free: the same part that an independent garage would charge hundreds or thousands of dollars to repair.
Video Tape
Present the customer with the video tape owner's manual. Tell him, "It's a short version of the owner's manual that you can watch tonight when you get home."
Roadside Assistance
Every Dodge comes with free 24 hour roadside assistance for 3 years or 36,000 miles.
· Change a flat.
· Bring gas if you run out.
· Get your keys out if you lock them in.
· Give you a jump if your battery goes down.
· Tow you if you break down.*
*Roadside assistance doesn't cover towing after an accident.
Fill out the temporary card in the back of the Roadside Assistance Guide and peel off the window sticker.
Meet Sales Manager
After peeling off the 1-800 number Roadside Assistance sticker, walk the customer to the podium and introduce them to the manager. The manager will thank them for their business and wish them well with their new car or truck.
Start by placing the Roadside Assistance sticker on the inside glass of the driver's door. That way they always have the 1-800 number at hand for an emergency.
Required to Show
· Headlights.
· Wipers.
· Key removal.
· Remote keyless operation.
· Alarm operation, including panic if applicable.
· Radio controls: Set stations and clock.
· Air conditioning controls.
· Jack and spare location and use.
Children?
If children will ride in the car, then these appropriate features must be shown:
· Child protection locks.
· Power window locks.
· Built-in child seats.
· Automatic Cinching seatbelts (if they are going to use a car seat).
Other Features: Qualify.
Ask questions to be sure that your customer will know how to operate his radio, horn, trunk release, etc. Demonstrate everything that he doesn't understand.
When the customer is acquainted with his car and its controls, the salesperson introduces the facilitator. Then the salesperson thanks the customer for the last time and excuses himself.
