VERSION 1.0

Volkswagen Perfect Delivery Process – Sales Consultant Delivery Checklist
Vehicle Information:
VIN: ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___
Model Year: ___________________
Model Type: _________________
Owner Information:
First Name: _______________________________________
MI: _________
Last Name: _______________________________________________________
Mailing Address: ______________________________________________________________________________________
Apartment Number: _____________
City: ______________________________ State/Province: ___________________
Zip/Postal Code _______________
Home Telephone: __________________
Email Address: _____________________________________________________.
Work Telephone: __________________
Model: 2015 Touareg
Ensure the following critical delivery items are completed:
1. 1 - Questions for your customer
3 - Dealership Tour Continued
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3.
What are the 3 most important features to your customer?
a.
____________________________________________
b.
____________________________________________
c.
____________________________________________
How much time does your customer have available to take
delivery of their vehicle? _______________________________
2 - Vehicle Preparation (Pre-Delivery)
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Verify vehicle equipped as specified and all accessories are installed
Ensure final detail was completed, including installation of front
license plate bracket (if required)
Technician and Detailer PDI completed
Verify completion of campaigns and required vehicle updates
Ensure all unnecessary stickers are removed
Verify air bag warning triangle is affixed
Vehicle Condition Check
Verify that the vehicle interior and exterior are clean and free of damage
 Inspect the exterior for damage, dings, dents, and surface scratches
 Check interior for cleanliness, grease marks and damage. Repair all defects
prior to customer delivery
 Visually check tires for obvious damage or over/under inflation
Vehicle Function Check
 Verify function of all remote keys; all keys start vehicle
 Verify Satellite Radio is active
 Set clock to correct time
3 - Dealership Tour
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Introduction to Service Department (hours and personnel)
DoubleCheck
 Introduce DoubleCheck to customer
 Set appointment (within 30 days) with Service Consultant
Effective 9-18-2014
Version 1.0
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Explain the service is free and includes:
 Check vehicle operation
 Check fluid levels
 Discuss any potential issues or questions about their vehicle
Introduction to Parts and Accessories Department
Introduction to Sales Manager/General Manager
4 - Owner’s Documents to Explain, Review and Provide
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Sales invoice, finance paperwork
License, insurance, registration
Owner’s Manual with business card
Quick Reference Guide
Warranty and Maintenance booklet
California Emissions Warranty booklet
Applicable Tire Warranty brochure
Roadside Assistance Owner’s Guide
Lemon Law notice (based on state)
Carefree maintenance brochure
DoubleCheck introduction and explanation
Knowyourvw.com explanation and send introductory email
5 - Feature Demonstration
Exterior
 Remote door lock/unlocking: explain unlock button must be pressed twice to
unlock all doors
 Keyless access w/ push button start (if applicable)
 Fuel door operation: how to unlock and close cap properly
 Adjust tailgate height to customer preference. Demonstrate operation
including easy-open functionality
 Rear seat fold-down operation
 Tow hitch (if applicable)
 Explain AdBlue® indicator and refill process (if applicable)
5 - Feature Demonstration Continued
5 - Feature Demonstration Continued
Bluetooth - Connect customer’s Bluetooth phone (review phone pairing
instructions in Quick Start Guide)
 Pair the customer’s phone with the vehicle
 Demonstrate making a call via voice and steering wheel controls
 Demonstrate how to answer, ignore and end calls
 Dialing from directories/phonebook - received, missed, and dialed
calls
 www.vw.com/bluetooth (Resource)
Interior Vehicle Operation Continued
 Windshield wiper operation and service position
 Windshield wash
 Explain operation of the rear wiper
 Explain operation of Rain Sensing Wipers (Remind customer to turn off
rain sensing wipers when going through a carwash)
 Climate control operation
 Demonstrate how to activate heated seats
 Panoramic sunroof power sunshade operation (if applicable)
 Electronic parking brake
 Explain Tiptronic operation
 Multi-Function Steering Wheel
 Explain the Multi-Function Display(MFD)/Trip Computer and the information
available
 Area view camera operation (if applicable)
 TPMS system operation
 How to reset/view
 Warning/indicator lights: explain fuel cap loose indicator
 Homelink Remote Garage Door Opener (if applicable)
 Off-road Function
 Hybrid system safety (if applicable)
Audio
 Review the Radio/CD/MP3 player and satellite radio modes (Satellite if
applicable)
 Pre-set preferred radio stations and walk the customer through setting their
favorite stations
 Explain scanning/tuning functions
 Show how to connect iPod/MP3. Demonstrate MDI, MP3/SD cards and
Aux-in jack (if applicable)
 Demonstrate Bluetooth audio
 Show how to download music files onto the hard drive and play
Navigation System Operation (if applicable)
 Show how to save a home address into the Nav and demonstrate how to
modify it
 Show how to store a Destination from an address
 Demonstrate how to control the map with zoom
 Demonstrate how to save your dealership as a POI
 Demonstrate Nav Voice Commands
 Demonstrate how to use the traffic button
 Demonstrate how to select route preferences
Interior Vehicle Operation
 Seat positioning, safety belt, head restraint adjustment
 Program memory seats and mirrors: manually and with key (if
applicable)
 Side view mirrors and defog operation
 Headlight operation
 Fog Lights (if applicable)
 Cruise control location and function
Follow-up call - Date/time: _______________________________________
6 - Customer Acceptance
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Two master keys/one valet key/key tag
Complete Customer Delivery Checklist
7 - Orientation Drive
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Cruise Control
Adaptive Cruise Control with Autonomous Emergency Braking (if applicable)
Hill Hold
Rearview Camera (if applicable)
Side Assist with Lane Change Assistant (if applicable)
Navigation operation (if applicable)
Lane Keep (if applicable)
Hybrid system operation and corresponding displays (if applicable)
DoubleCheck appointment - Date/time: _____________________________
Volkswagen Owner’s Signature: ________________________________________________________________
Date: __________________________
Sales Consultant’s Signature: ___________________________________________________________________
Date: __________________________
Sales Consultant’s Name: ______________________________________________________________________
Date: __________________________
Effective 9-18-2014
Version 1.0