THE ACURA CLIENT JOURNEY

Sales Process

There are certain tasks that need to be completed during the purchase.

Client Expectations

Today’s clients have five key expectations for that purchase process.

  • Personalized Experiences
  • Transparency
  • Simplicity
  • Control
  • Seamlessness

Client Profiles

Greeting and Needs Assessment

Consider:

  • Where is Rob in the purchase process?
  • What are specific questions for prospective EV purchasers?


Activity

  1. Review Rob Johnson’s Client profile. 

  2. Work with your group to brainstorm best practices for your assigned step in the process.

  3. Add in-person tactics on the side of the board; add online tactics to the other side.

Vehicle Walkaround

Activity

  1. Review Sophia’s Client profile.

  2. Review best practices for sharing content from the Acura Digital Storybook.

  3. Brainstorm stories to share with Sophia.

Consider: 

  • What if the presentation was virtual vs. in-dealership?

Test Drive

Considerations for this step:

Virtual Test Drive

Activity

  1. Review Reza Patel’s Client profile (if necessary).
  2. Draft a text or email to Reza with a story and resource she may be interested in.

  3. What if Reza was shopping an Acura ZDX?

Delivery

Delivery is the ideal time for meeting all five expectations:

  • Creating a Personalized Experience
  • Showing Transparency
  • Focusing on Simplicity
  • Keeping the Client in Control
  • Making the process Seamless, whether it’s in-person or virtual

Give a man a fish and you feed him for a day. Teach him how to fish and you feed him for a lifetime.

– Lao Tzu

  • Key areas to cover
  • Specific EV considerations
  • Second deliveries


Activity: Virtual Second Delivery Demonstration

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