Start to finish sales cycle for automotive sales professionals with an emphasis on customer service and relationship building as well as constant customer contact via social media.

1. June 2011
KIA Motors
Customer For Life
Sales Process
Presentation
Emilia Zsuzsάnna Rak
Customer Relationship Manager

2. Customer For Life – Basic Sales Process
Meet &
After- Greet
Fact
Sale
Find
Follow up
Proper Sell from
Delivery Stock
Sales
Process
Proper T/O
World
To
Class
Business
Presentation
Office
Negotiate/ Trade
Close Evaluation
Write
Up

3. Customer For Life – Sales Process
Service Sales
Meet &
Greet
After- Fact
Sale Find
Follow up
Photo for
Greeting Card Sell from
Proper
Stock
Delivery
CRS Exit
Sales
Interview/
Sales Preps Process
Proper T/O
Vehicle To World
Business Class
Office Presentation
Service Walk
Negotiate/ Trade
CRS Introduction Close Evaluation
& Marketing Write
Survey Up

4. Customer For Life – After Sales Follow-up
 When tags and license plates have arrived at dealership a window
of about 8 weeks will have elapsed. At this juncture the sales
professional will (as part of proper after-sales follow-up) contact
customer and schedule first 5,000 mile vehicle service. This
opportunity will yield a proper gauge to determine when this
critical appointment should be set so as to complete and renew
the “customer for life” sales cycle.

5. CSI Protocol
After the negotiation process has been completed (Step 7) the Sales Professional will get in touch with the Customer
Relationship Specialist and introduce him/her to their customer(s). At this point The Customer Relationship Specialist will
give a brief introduction of their function in the store which is to insure that every customer is treated properly. They will also
give the customer a one sheet media marketing survey which they will ask the customer to complete. The Customer
Relationship Specialist will let the customer know that they will be conducting a brief Exit Interview at the conclusion of their
meeting with the Finance Specialist (Step 8) that they are currently waiting to meet. The purpose of the interview with the
Customer Relationship Specialist is to insure their Customer Satisfaction Index (In other words, we are making sure that we
have EARNED a “10”).
The CRS then turns the customers back to the Sales Professional so that he/she can conduct the Service Walk.
Once the customers are done with their financing they are to be directed to the Customer Relationship Specialist’s office for
the Exit Interview. At the conclusion of that interview the Customer Relationship Specialist will page the Sales Professional
(who will be getting the vehicle ready for proper delivery) so that they may be escorted to their new purchase. The
Customer Relationship Specialist will then take a digital picture of the customer(s) with their new vehicle and finally turn the
customer(s) over to the Sales Professional to attend to all the details of a proper vehicle deliver uninterrupted (Step 9).
The purpose of taking a digital image with the customer(s) and their new vehicle is twofold:
9. The image will be uploaded for a personalized greeting card which will include signatures and sentiments from
KIA staff thanking the customer for their business mailed within 48 hours of the creation of the greeting card.
10. These same images will be used as material in social media marketing campaigns (ie Facebook, Twitter, etc). If the
customer wishes to decline this use of their images this is prominently noted on their paperwork.