ChecklistC

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 Golf
Ensure the following critical delivery items are completed:
1 - Questions for your customer
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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
Install HVAC Hangtag and fan-direction decal
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 (if applicable)
 Verify green Car-Net LED is illuminated
 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 9-4-2014
Version 1.1
3 - Dealership Tour Continued
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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
Car-Net brochure and disclaimer
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
DoubleCheck introduction and explanation
Knowyourvw.com
5 - Feature Demonstration
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
 Hatch operation
 Rear seat fold-down operation
Bluetooth - Connect customer’s Bluetooth phone (review phone pairing
instructions in Quick Start Guide) (If applicable)
 Pair the customer’s phone with the vehicle
 Demonstrate making a call via voice and steering wheel controls
5 - Feature Demonstration Continued
5 - Feature Demonstration Continued
Bluetooth Continued
 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
 Climate control operation
 Demonstrate how to activate heated seats (if applicable)
 Sunroof: explain comfort feature (if applicable)
 Multi-Function Steering Wheel (if applicable)
 Explain the Multi-Function Display(MFD)/Trip Computer and the information
available
 Explain DSG and Tiptronic operation (if applicable)
 TPMS system operation
 How to reset
 Warning/indicator lights: explain fuel cap loose indicator
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 (if applicable)
Navigation System Operation (if applicable)
 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 how to select route preferences
6 - Customer Acceptance
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Two master keys/one valet key/key tag
Complete Customer PDI Checklist
7 - Orientation Drive
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Cruise control
Hill Hold
Navigation operation (if applicable)
CarNet (if applicable)
 Car-Net: explain system operation and push “i-Button” to enroll
 Explain functionality of overhead 3-button assembly
Interior Vehicle Operation
 Seat positioning, safety belt, head restraint adjustment
 Side view mirrors and defog operation
 Headlight operation
 Fog Lights (if applicable)
 Cruise control location and function
 Windshield wiper operation and service position
 Windshield wash
 Explain operation of the rear wiper
Follow-up call - Date/time: _______________________________________
DoubleCheck appointment - Date/time: _____________________________
Volkswagen Owner’s Signature: ________________________________________________________________
Date: __________________________
Sales Consultant’s Signature: ___________________________________________________________________
Date: __________________________
Sales Consultant’s Name: ______________________________________________________________________
Date: __________________________
Effective 9-4-2014
Version 1.1