Nissan Process

Provide a Tailored Presentation of the Features (Walk-around)

4th step- show customer the items they want in the walk around and other items they might also be interested in. Ask buy-in questions like "Would you like to see how ___ can help you ___?"

Use the Nissan Tools to Convey Solid Information

5th step- use vehicle showroom in Virtual Academy, Interactive Brochure, eQRG (interactive videos.

Appeal to the Buyers Desires

6th step- help them imagine themselves in the vehicle. Have them use the options and features in the vehicle. Ask them if they like items like seat comfort.

Prepare Customer for the Demonstration Drive

7th step- have them experience the vehicle for themselves. Explain the root to drive. Make sure they are comfortable and show them how to adjust the seat and mirrors. The minimum time a demo should take is 10 minutes.

Explain Controls and Assessories

8th step-Show features that they may want to try while they drive. Continue to listen and provide accurate information that's relevant to them.

Point Out Dynamic Features

9th step-Cover items discuss in the needs assessment.

A Comprehensive Needs Assessment

2nd step- find out their wants/need, likes/dislikes, model/trim level.

Ask Good Open-Ended Questions

3rd step- help narrow down their search and find what they would like to look at and test drive. "How will you use this vehicle? What are your likes and dislikes of your current vehicle? What features do you want on your next vehicle?"

Connect Customers Wishlist to the Vehicle's Features

10th step- Help them to connect to the vehicle to close the deal. Ask buy-in questions after the demo.

Negotiations with Sales Manager

11th step-bring them in and make them feel comfortable. Offer a beverage.

What to Expect from F&I

12th step- set time expections and preview items that will be covered.

Make the Most of the Customer's Time

13th steps- minimize the customer's time spent alone while they wait. Go over the NCAR app to start the delivery process by entering the customer's information and scanning the VIN. Select features to go over during delivery. Set up the NissanConnect app on their phone.

See Them Through the Signing

14th step- personal introduce them to the F&I person that will be assisting them. Make yourself available to answer questions and if you have to leave, let them know where you'll be and how long you'll be gone. Step out to get vehicle into make-ready.

Use the NCAR Table for Delivery

15th step- Spend quality time with the customer to go over last questions. Confirm that vehicle has been gassed up and cleaned to showroom condition. Watch selected video in NCAR. Verify that all features have been covered. Go over Owner Service enrollment for Nissan Owner's Portal and Nissan Connect Services. Set up the first service appointment.

Final Delivery Steps

16th step- show owner's manual, quick reference guide, warranty information, and how you use the key fob. Adjust the seat and pair cell phone for Bluetooth. Help them download eQRG (Quick Guide app).

Introduce the Buyer to Your Service Department for Their Maintenance Needs

17th step- introduce them to the facility and staff. Start at the service drive entrance. Go over the hours of operation and that they can schedule online, but no appointment is required for 30-express oil changes. Go over convenience features like free Wi-Fi, complimentary refreshments, shuttle service and loaner vehicles.

Share the Added Value with Using Your Dealership's Service Department

18th step-share advantages of returning to your dealership for genuine Nissan parts and Nissan-trained technicians. Use the Maintenance guide to go over maintenance schedule.

Help Them to Trust Your Judgement

19th step- ask them to call you with any questions or assistance.

An Effective Greeting

1st step- firm handshake (introduce yourself and welcome them to the dealership), eye contact with a smile, open body language, tasteful clothing, positive and friendly tone, and offer a beverage. Ask for their name, reason for their visit, and time limitations.

Check Back Several Times During the First 30 days

20th step- within 48 hours contact the buyer by their preferred method of contact. Remind them about their first scheduled service appointment. Ask if they are happy with their vehicle and address any concerns. Ask if you can answer any questions about their vehicle. 5 days after delivery, send a thank you handwritten note, email or text. 15 days after delivery, call the Buyer to see if they have any questions and are still happy with the purchase. Remind about eQRG and offer a second delivery option if needed. 30 days after delivery, send a small personalized gift (pen, keychain, coffee cup, water bottle) related to their purchase.

Maintain a Relationship

21st step- keep interactions customer-focused (forward a press release or article about their vehicle, provide tips on vehicle maintenance during changing weather, send pertinent coupons). Every 3 months contact the buyer about scheduled maintenance and ask about their continued satisfaction. When they come in for service stop by and say hello. Around 36 months contact the buyer to ask if the vehicle still meets their needs. If they ask, go over new models and finance specials.