Purchase Journey Steps
Financial Services Office
Consistency of information throughout the purchase journey is critical to maintaining customer trust.
Satisfaction Drivers
No-pressure
Accuracy
Integrity
On This Page
What Our Customers Expect
- To not feel pressured.
- No waste of time completing documents already submitted online.
- Transparency and full explanation of all contracts.
- Use of secure technologies to protect my personal information.
- A copy of all signed documents.
- Options for extended warranties and vehicle protection products, if desired.
The Kia Way
In-Dealer 
In-Dealer
- Congratulate and thank customer for their business.
- Present customer with options for Kia-backed vehicle security, care and extended warranty.
- Assure customer of processes in place to keep their personal information secure.
- Proactively update customer on any/all changes.
- Carefully review details of the purchase transaction with sales associate.
- Allow sales associate to introduce customer.
- Congratulate and thank customer for their business.
- Using a tablet when possible, verify customer and vehicle information.
- Present customer with options for Kia-backed vehicle security, care and extended warranty.
- Help customer complete credit application, if needed.
- Explain Kia Owner’s portal and policies related to use of personal information.
- Assure customer of processes in place to keep their personal information secure.
- Prepare and explain all documentation.
- Explain availability and process for securing government EV incentives.
- Encourage customer to ask questions.
- When possible, submit contracts and secure customer’s signature electronically to speed up approvals.
- If a long vehicle delivery is anticipated, explain:
- Kia’s lease/finance protection programs and potential changes in rates and monthly payments.
- Potential of shortening wait times with flexibility of colour and trime
- When, and from whom, customer will receive updates.
- Proactively update customer on any/all changes.
Online 
Online
- Arrange a virtual meeting with customer, if possible.
- Guide customer through the completion of necessary documents and credit application, if needed.
- Proactively update customer on any/all changes.
- Arrange a virtual meeting with customer, if possible.
- Provide clear explanation of your dealership’s online purchase process.
- Guide customer through the completion of necessary documents and credit application, if needed.
- Explain Kia Owner’s portal and policies related to use of personal information.
- Assure customer of processes in place to keep personal information secure.
- If a long vehicle delivery is anticipated, explain:
- Kia’s lease/finance protection programs and potential changes in rates and monthly payments.
- When, and from whom, customer will receive updates.
- Proactively update customer on any/all changes.
Convey respect and genuine interest …
Conversation Drivers
Do you require additional information on home charging options and incentives?
Would you like some names of reputable local installers?
Convey respect and genuine interest …
Conversation Drivers
Do you require additional information on home charging options and incentives?
Would you like some names of reputable local installers?