DeliveryProcess6

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: 2016 Touareg
1 - Vehicle Preparation (Pre-Delivery)
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Ensure final detail was completed, including installation of front license plate
bracket (if required)
Technician PDI completed
Verify completion of open campaigns, recalls, and required vehicle updates
Ensure all unnecessary stickers are removed
Verify air bag warning triangle is affixed
Install front/rear floor mats (including locking clip / tabs), check color
match. If monster mats are installed, please put factory mats in trunk
Vehicle Condition Check
 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
 Verify that the vehicle exterior is clean and free of damage, dings, dents,
grease marks and surface scratches
Vehicle Function Check
 Verify function of all remote keys; all keys start vehicle
 Verify SiriusXM Satellite Radio is active and preset channels (if applicable)
 Set clock to correct time
2 - Questions or Your Customer
1.
What is your customer’s name?
_____________________________________________________
2.
What are the 3 most important features to your customer?
a.____________________________________________
b.____________________________________________
c.____________________________________________
3.
How much time does your customer have available to take
delivery of their vehicle? _______________________________
3 - Dealership Tour
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Introduce customer to Service Department (hours and personnel), Parts and
Accessories Department and Sales Manager/General Manager)
Effective 2-17-2016
Version 1.2
4 - Owner’s Documents to Explain, Review and Provide
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Sales invoice, finance paperwork
License, insurance, and 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)
Download iOwn, owner’s literature app, to the Customer’s iPad (if
available) or provide the Customer this link for download:
https://itunes.apple.com/us/app/vw-iown-ownerinformation/id848222108?mt=8
Knowyourvw.com explanation and send introductory email
5 – Customer Orientation
Interior Vehicle Operation
 Cruise control location and function
 Seat positioning, safety belt, head restraint adjustment
 Program memory seats and mirrors: manually and with key (if applicable)
 Explain Rain Sensing Wipers and operation and remind customer to turn off
rain sensing wipers when going through a carwash (if applicable)
 Explain windshield wiper and wash operation: front, rear, and service
position
 Explain the Multi-Function Display(MFD)/Trip Computer and the information
available
 Electronic parking brake
 Multi-Function Steering Wheel
 Homelink Remote Garage Door Opener (if applicable)
 Off-road Function
 Demonstrate area view camera operation (if applicable)
 Auto Headlight operation with Coming Home feature (if applicable)
 Demonstrate headlight operation
 Demonstrate climate control operation
 Set side-view mirrors and explain defog operation
 TPMS System - Verify proper pressure
 Demonstrate Side Assist with Lane Change Assistant (if applicable)
Exterior
 Remote door lock/unlocking: explain unlock button must be pressed twice to
unlock all doors
 Fuel door operation: how to unlock and close cap properly
 Adjust hatch height to customer preference. Demonstrate operation
including easy open function
5 – Customer Orientation Continued
6 - Customer Acceptance
Bluetooth - Connect customer’s Bluetooth phone (review phone pairing
instructions in Quick Start Guide)
 Dialing from directories/phonebook - received, missed, and dialed calls
 www.vw.com/bluetooth (Resource)
 Demonstrate how to make a call, answer a call, ignore a call, and end a
call
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Audio
 Demonstrate Bluetooth audio (if applicable)
 Explain radio functionality
 Demonstrate to your customers how to:
 Scan and tune radio stations
 Locate their favorite stations
 Set radio presets
 How to access and control Media sources
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Is your vehicle clean and free of dents, dings, and scratches?
Are you satisfied with the feature and control explanations provided by your
Sales Consultant?
Has your Sales Consultant explained the Bluetooth, Voice Control, and
SiriusXM Radio functions in your new VW?
Do you understand how to quickly heat and cool your vehicle?
Did your dealer review available resources with you (Quick Start Guide,
Know Your VW)?
Available Resources
 Show your customer their Quick Start Guide
 If your customer has an iPhone or iPad, show them the Know Your VW app
and website
 Show your customer http://www.begoodtoyourvw.com/accessories/
Driver Assist
 Demonstrate Adaptive Cruise Control with Autonomous Emergency Braking
 Demonstrate Lane Assist (if applicable)
Navigation System Operation
 Show how to input the customer’s 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 (if applicable)
 Demonstrate how to select route preferences
 Demonstrate how to enter an address
 Demonstrate how to use advanced features, such as a POI, the Traffic
Button, and Map Zoom
Follow-up call - Date/time: _______________________________________
Volkswagen Owner’s Signature: ________________________________________________________________
Date: __________________________
Sales Consultant’s Signature: ___________________________________________________________________
Date: __________________________
Sales Consultant’s Name: ______________________________________________________________________
Date: __________________________
Effective 2-17-2016
Version 1.2