“Are YOU doing it correctly?”

Click & Collect – Click & Deliver

So, the world of car sales has changed overnight and the choice of Click and Collect & Click and Deliver are options that your customer will come to expect. So, we must get our act together to ensure we are doing the job right.

Please see below many items that I am sure you have already thought through however potentially some you have not.

Click and Collect

• Your website really needs the ability to at the very least take deposits online. There are also ready-made plug-in systems available that provide the full transaction online, many of these are FREE for a trial period and well worth looking at.
• The Buying Process must be clear for all your customers on your website, so they fully understand that whilst click and collect is available, they will have already committed to the purchase of the vehicle and give them a 7 -14 day return period, just in case they do not like the car because of it’s comfort or drive etc. See Distance Selling Rules here
• Often it will be the case that a human element is required , where a phone call or video call will help customers understand the process etc. and gain more trust as they can see and hear the person they are dealing with. This can help build significant trust.
• Make it clear to all potential buyers what action and process has taken place to ensure the car is fully sanitized and safe to collect. The IMDA have a range of product providers available for hand sanitizer, electronic sanitizer units and fogging systems.
• Ensure that a strict well sign-posted ‘social distancing’ policy for customers and staff applies when they are to collect their new car.
• As handovers will be restricted during Social Distancing , it would be worth taking the time to send a pre-recorded walk round handover of the car, showing all the controls etc. by way of a personalised video which can be sent 24 hours before collection, allowing the customer to view and understand their car before collection. Check out the FREE video presentation offer available with GardX
• Ensure that there is a strict Appointment Only Collection time and dedicated area for collection. Also ensure the customer understands fully the ‘contactless ‘handover, regarding keys etc. Perspex sneeze screens to be used and where not possible gloves and masks
• Paperwork can almost be done completely remotely with many of the CRM’s and DMS’s providing emailed PDF invoices & GDPR paperwork etc. It is vital that all paperwork is forwarded to your customer before the conclusion of the deal and ideally before a deposit is taken from them. The T’s & C’s would have to be forwarded as soon as possible along with a copy of the invoice, the pre -sales inspection, service history and warranty, ensuring that the warranty is in addition to their statutory rights. Where pictures of the service history and more importantly the V5C are forwarded, please ensure that you cover any previous owners as sharing these details would breach GDPR rules. Where the V5C document is forwarded please ensure the doc number is never given to the customer before funds are paid as these can be used fraudulently.
• Remote signing of Finance Agreement. Most finance houses and brokers can offer an electronic version of the agreement where customers can read through their finance at home before signing, this is exactly what is required during these Social Distancing Times
• Part Exchange’s- This is always going to be the difficult one dealing remotely as the trust in the customers description is really the measure what the valuation will be. Where possible we would encourage you to ask the customer to carry out a FaceTime/ What’s App style walk round video, showing detail of spare keys, close up of tyres, wheels and body condition along with detailed documentation via pictures of service history and V5C etc. As we all know from experience that the reality is often not what the description was. Therefore, there needs to be a caveat in your Term’s and Conditions allowing you to cancel the transaction or renegotiate the part exchange value at the point where you see the physical car.
• Payment- Is always better to be taken by bank transfer, as this is the simplest and most cost-effective way for your dealership. Where credit or debit card payment is taken, please ensure you are aware of any scams that are prevalent at the time.

Click and Deliver

Click and Deliver will follow very much the bullet points above however because you are delivering the car you may need to consider some of the following points:-

• Make sure your insurance policy covers you for home deliveries, both trade -plate deliver or Trailer /Transporter. See article here
• If you are trade-plating a car to a customers home where there is a part exchange to drive back, ensure this car is road worthy ,cover all surfaces that you will touch alternatively ensure you are wearing nitrile gloves making sure not to touch your face.
• If you are trade -plating a car to a customer where there is no part exchange to take back, plan out how you are to get back to the dealership. Strictly speaking it is no longer feasible to assume that ‘social distancing’ can be complied with if you are collected by a colleague in another car. Care would also have to be taken if you are to use a taxi or public transport. Never ask the customer to run you back.
• Ensure that the car you are delivering has had all it’s hard surfaces treated with appropriate cleaning products and the main areas like steering, wheel gear stick, indicators , handles and seat belts etc. are either covered or sanitised before dropping off, gloves should be worn at all times.
• Lastly when you handover the keys ensure that these are sprayed with an alcohol-based spray and allowed to dry off before safely handing over to customer.
• Make sure the car has been road taxed and the customer has valid insurance before leaving the car.
• All remote sales when the customer has not visited the dealership are treated as Distance Sales and you are required to give the customer the option to return the car up to 14 days after delivery. If this option is not given the customer has the right to reject this car anytime within the first 12months of ownership.
• If you are using a 3^rd party delivery company please make sure that you have viewed their insurance policy and their ‘safe handover policy’, there would be nothing worse for you to go to all that trouble ensuring the car is completely sanitized only for the transport driver to handle the handover wrongly. Do not assume they understand.
• If you have purchased a trailer to do these deliveries yourselves, please ensure that your towing vehicle is suitable, capable, and legal to tow the weight of the trailer and the car together. Also make sure that the driver of the vehicle is legally allowed to drive a vehicle and trailer, not everyone has this on their driving license. Also make sure your trade policy covers ‘goods in transit’

The Process – Click and Collect

1. Customer views car online, is happy with car so leaves a deposit and their details online.
2. Contact customer and offer a personalised walk round video, ensuring any imperfections are pointed out and that they are fully happy with their purchase.
3. If a part exchange is involved you will have to give a price without seeing the car physically therefore a customer video or pictures maybe suffice for a guide price however it would be wise to have a caveat that this price will change if the car is not as described once seen.
4. Once deal is done, invoicing carried out remotely and money transferred then collection can be organised.
5. Appointment only collection in dedicated area
6. Handover video sent to customer
7. Car road taxed, valeted, and sanitized and covered awaiting collection
8. Contactless handover take place
9. Customer followed up to ensure they are happy and encouraged to leave customer review