Pub. 2 2019-2020 Issue 3

25 ☐ Review deals sold prior to the shutdown and update the website with any new incentives that became available ☐ Schedule deliveries for vehicles sold during shutdown ☐ Ensure all DMV paperwork has been sent out for cars delivered prior to shutdown • What deals need registration data confirmed by the state? • Who is driving on unregistered temporary tags? ☐ Conduct a Contracts in Transit (CIT) review and determine what contracts have been paid to the dealer and which are still outstanding • Collect any outstanding stipulations for unfunded deals • Determine if there are deals where paperwork needs to be re-signed ☐ Follow up on any outstanding payoffs on trade-ins ☐ Follow up on DealerTrack, RouteOne, or captive unapproved deals, holds and/or comments ☐ Conduct follow up calls to any sold customers who took delivery before closing Prepare for a Successful Re-Opening ☐ Plan a “Re-opening Sales Event” and create an email blast to your customer base ☐ Communicate re-opening on all external channels • Create clear messaging about the new ways of doing business and how it impacts customer experience • Ensure website, social media, and all third-party sites have your updated hours ☐ Consider balloons or other eye- catching decor outside to draw attention to your re-opening Sales Department Relaunch ☐ Focus on reigniting your sales team and aligning your strategy • Create a sales bonus/contest for units sold to get the team motivated and re-engaged • Drive a culture of appointment setting, consider setting spiffs on appointments that show ☐ Review and consider modifying your current sales quotas, goals and pay plans ☐ Review all leads that came through in last 60 days • Send them a personalized email that store is open ☐ Review what leases were scheduled to mature during the closure ☐ Ensure alignment on socially distant customer interactions • Staff wearing masks, maintaining social distancing, not shaking hands, etc. Setting Up the Service Department ☐ Ensure you’re prepared to accommodate service customers in the new dealership experience • Offer VIP treatment with services such as vehicle pick-up and drop-off • Take stock of your telecommunication and technology needs ☐ Have your BDC begin service dials prior to opening • Ensure as many service appointments are scheduled/ confirmed • Consider offering service specials to drive traffic and promote re- opening ☐ Institute video calls with service advisors for initial diagnostics and evaluations to boost consumer confidence ☐ Expand precautionary measures, such as vehicle disinfection before re-delivery and utilizing disposable seat, floor mat and steering wheel covers ☐ Review any open or unaccounted for transactions and receivables • Review parts receivables and consider putting some accounts on COD • Review warranty receivables • Audit and review age of open repair orders • Consider lost opportunities such as overdue open recalls — consult with OEM, CARFAX, etc. ☐ Ensure all service loaner cars are accounted for, washed and fueled Human Resources Considerations ☐ Create a plan to bring back furloughed staff • Ensure when you reopen that you’ve got enough staff to run each department • Consider running staggered shifts to account for demand • If necessary, alert HR vendors for staff’s return ☐ Communicate and ensure the sales staff fully understands draw/draw payback scenarios ☐ Ensure your HR team is fully up to speed on the changes to state/ national employment laws Facility Management Considerations ☐ Communicate reopening plan and date to all in-store and third party vendors ☐ Start having virtual meetings the week before with each department • Assign a list of high priorities to each department to start on Day 1 of reopening ☐ Ensure you have adequate supplies to serve the volume of impending business • Take stock of cleaning supplies, personal protective equipment and protective materials such as steering wheel covers ☐ Prepare for the return of physical sales inside the dealership • Ensure all bathrooms have been cleaned and are adequately stocked • Consider offering free gloves and masks upon entrance • Place hand sanitizing stations throughout the dealership • Replace all refreshments with individually packaged/sealed snacks While dealerships reopening their showroom doors is a positive sign, the market is and will remain financially vulnerable for some time. The ability to identify customers with the highest likelihood to purchase a new or pre- owned vehicle with the message of either potentially lowering their payments or saving them from penalties or fees will be well-received. Now, more than ever, it is important that dealerships have the right tools to re-engage their teams quickly and sell cars more efficiently. 3 For more information from automotiveMaster- mind about resources related to COVID-19, go to their website at https://resources.automotivemas - termind.com/auto-dealership-covid19-resources.