July '19

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rv-pro.com July 2019 • RV PRO • 129 B U S I N E S S Dealership Synergy on the Day of Delivery Now that the selling season has begun in earnest, it's imperative that various dealership employees are communicating with each other and the sold customer leading up to the day of delivery for their new RV. T he sales season is now in full swing throughout most of North America, and RV dealership sales and service depart- ments are full steam ahead. As a result, the need for proper synergy, pro- cesses and communication between dealership department personnel, as well as sold customers, is imperative leading up to the day of delivery. Unfortunately, there are two forms of mis- communication (internal and external) happening in many dealerships today – and this misfor- tune leads up to a poor delivery day experience for customers. Internal communication is between dealer- ship personnel, such as the sales manager, F&I manager, service manager, PDI advisor, PDI shop foreman/ dispatcher, parts/accessories man- ager, PDI technician, demo/ delivery technician, delivery coordinator, and clean-up/detail shop. External communication is those related to deal- ership personnel and customers – specifically as it relates to setting up the expectations for what will happen the day of delivery. The key question here is: What forms of com- munication and processes can be implemented and conducted to exceed the customer's expectations? Best Practices Leading Up to Delivery Day Let's breakdown some ideas and best practices once the RV is sold that may need to be implemented in your store to enhance this customer experience: Hitch Work/ Tow Bar Install: Question: How did you secure the proper information To help ensure the customer has a good experience on the day of delivery, dealers need to clearly communicate the steps that will occur and the approximate times associated with each step. By David Foco David Foco is a vice president with A World of Training, a Valrico, Fla., based training and consulting firm dedicated to helping dealers reach their potential through process installation and implementation. Foco has 37 years of experience in the retail automotive and RV industries. For more information, visit the company website at www.aworldof training.com

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