Purchase Journey Steps
Greeting
Creating a positive first impression is critical to building rapport and customer trust.
Satisfaction Drivers
A Warm Welcome
Professionalism
Sincerity
On This Page
What Our Customers Expect
- Prompt acknowledgement and assistance.
- To feel valued.
- Knowledgeable and professional staff.
- Timely, clear responses to inquiries.
- Ability to browse independently, if preferred.
The Kia Way
In-Dealer 
In-Dealer
- Acknowledge customers within a few seconds; greet them within 60 seconds.
- Extend an enthusiastic yet professional welcome. Smile and make eye contact!
- Ask if customer has an appointment, and with whom.
- Introduce yourself to all family or group members.
- If appropriate, offer a firm handshake.
- Break the ice with casual conversation.
- Offer refreshments, if available.
- Permit customer to browse on their own, if requested. Remain available to answer questions.
Online 
Online
- Immediately acknowledge and thank customers for inquiries.
- Provide accurate and clear answers to questions.
- Personalize your response to demonstrate you are not a chatbot.
- Ask one or two questions to further engage customer.
- Demonstrate your expertise and desire to exceed customer expectations.
- If appropriate, include links to videos, web pages, media releases, etc.
- If unable to respond immediately, promise a timely follow-up.
- Offer to coordinate a virtual or in-person meeting.
- Find best practices for virtual meetings here.
- Find tips for communicating with e-leads here.
Convey respect and genuine interest …
Conversation Drivers
How familiar are you with EV technology? 
What has motivated you to consider an EV?
Have you driven or been a passenger in an EV?
Convey respect and genuine interest …
Conversation Drivers
How familiar are you with EV technology?
What has motivated you to consider an EV?
Have you driven or been a passenger in an EV?