KiaWay

Purchase Journey Steps

Discovery

A solid understanding of customer needs and lifestyle increases the likelihood of making a sale.

Satisfaction Drivers

Respect

Authenticity

Being listened to

On This Page

What Our Customers Expect

  • A Kia sales associate will help me make the right decisions.
  • My knowledge and interest in other brands will be respected.
  • My time will be valued.

The Kia Way

In-Dealer
In-Dealer
  • Confirm the purpose of customer’s visit.
  • Ask questions to prioritize customer needs and wants.
  • Invite customer to take a closer look at appropriate model.
  • Confirm the purpose of customer’s visit.
  • Ask customer about online activity they’ve completed.
  • Ask questions to prioritize customer needs and wants.
  • Confirm customer’s vehicle choice or suggest an appropriate Kia model.
  • Invite customer to take a closer look at appropriate model.
Online
Online
  • Personalize responses; prove you are not a chatbot!
  • Answer specific questions asked by customer.
  • Ask questions about customer’s needs and priorities.
  • Confirm accuracy of online information you’ve captured.
  • Recommend an in-person vehicle presentation and test drive.
  • Personalize responses; prove you are not a chatbot!
  • Answer specific questions asked by customer.
  • If appropriate, send brochure attachments, web articles and video links.
  • Ask questions about customer’s needs and priorities.
  • Summarize customer’s purchase motivations.
  • Ask customer about online activity they’ve completed.
  • Confirm accuracy of online information you’ve captured.
  • Confirm customer’s vehicle choice or suggest an appropriate Kia model.
  • Recommend an in-person vehicle presentation and test drive.
  • Offer to coordinate a virtual meeting.
  • Find best practices for virtual meetings here.
  • Find tips for communicating with e-leads here.

Help customers make informed decisions …

Conversation Drivers

How much time do you have available?
What research have you done so far?
What vehicle(s) are you currently considering?
How quickly do you need a new vehicle?
What’s most important to you in a new vehicle?
What kind of vehicle do you currently own/drive?
What do you like/dislike about your current vehicle?
Will you trade in your current vehicle?
How familiar are you with electric vehicles?
How many kilometres do you drive in a typical day/week?
Do you own more than one vehicle?
Do you typically park on the street or in a garage?
Do you live in a house with a garage or a condo/apartment with EV charging stations?

Help customers make informed decisions …

Conversation Drivers
How much time do you have available?
What research have you done so far?
What vehicle(s) are you currently considering?
How quickly do you need a new vehicle?
What’s most important to you in a new vehicle?
What kind of vehicle do you currently own/drive?
What do you like/dislike about your current vehicle?
Will you trade in your current vehicle?
How familiar are you withelectric vehicles?
How many kilometres do you drive in a typical day/week?
Do you own more than one vehicle ?
Do you typically park on the street or in a garage?
Do you live in a house with a garage or a condo/apartment with EV charging stations?