SURVEY ME: Virtual CSI tool

Active Delivery Center: CSI Booster

The Active Delivery Center is a talking, virtual presentation, that ensures that everything that you want to say to a customer that just bought a car, is quickly and thoroughly covered. The program can be designed to operate on a local computer, or over the Internet.

Completely customized to your dealership, this often includes

• A welcome message, or video clip from the owner or general 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
• A review of the CSI questionnaire
• anything else that should be covered with every customer every time

Classically it's 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.

The point of sale 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