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Active Delivery Center: CSI Booster for the Showroom or Service Drive
The Active Delivery Center is a talking, virtual presentation,
that ensures that everything that you want to say to a customer is quickly and thoroughly covered. The program can be designed to
operate on a local computer, or over the Internet.
This program is used in one of 2 locations:
- In the showroom with a new customer
- In the service drive, as part of a Virtual Service Drive
program
Completely customized to your dealership, this often includes:
- A welcome message, or video clip from the owner, general
manager, or service manager
- Introductions to the Service department and personnel
- A review of service hours, and special features of the
service department
- The importance of maintenance
- Setting the first service appointment with a new customer
in the showroom
- A review of the CSI questionnaire
- anything else that should be covered with every customer
every time
In the showroom, it's classically introduced to a customer at the point of
sale, prior to going into F&I. This fills the typical time gap with useful
information, and helps the customer transition from 'thinking of buying a car'
to 'owner'. It can also be used at the point of delivery, if this better
suits a dealership sales method.
In the showroom, the sequence, typically goes like this:
- First, a customer buys or leases a car, and the salesperson
has them sign the worksheet or buyers order…whatever is used to finalize the
sale
- Instead of leaving the customers by themselves, the
salesperson then physically moves them to a quiet desk or office in the
showroom, and introduces the customer to the Active Delivery system.
- This talking computer program, through a combination of
video, voice and graphics will cover whatever a dealership wants to say to
every new owner. Typically programs are designed to run 6 - 8 minutes long
depending on what a dealership wants to accomplish. All programs are
customized to an individual dealership, with specific focus on any areas that
are a weakness in CSI for the dealership. This will typically cover things
like the service department introductions, the need for maintenance, setting
the first service appointment and a detailed review of the manufacturer's CSI
questionnaire…perfectly, the same way, every time.
- The sales person uses this time to take the deal
information into the F&I Manager, and gives the F&I Manager the few minutes
that they need to get ready for the customer
- Once the Active Delivery program is finished, the sales
person will return to the customer, fill out the first service appointment
card and review the CSI questionnaire one more time
- Generally within 15 minutes of the customer saying "yes
I'll buy the car", this section of the delivery sequence is finished, and the
salesperson then introduces the customer to the F&I Manger
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