NEW RENAULT KANGOO Z.E. handover
1
PROCESSES
Handover is a special moment in the customer experience. It is the first contact between the customer and his new car. To create a
strong link to the brand, a personalised and celebrated handover is ideal.
Here are the 5 stages in a successful handover:
1 PREPARATION FOR DELIVERY
Personalising the handover:
To personalise the handover process, certain information must be collected to make this moment feel unique to the customer.
Test drive report:
• Test drive date.
• Featurestested/not tested.
• Features appreciated/not mastered
• Conclusion of the test drive.
Customer file:
• Customer’s age.
• Customer’s profession.
• Customer’s address/email.
• Vehicle currently owned.
• Connectedservices ordered
(where applicable).
• Battery lease contract.
The results of the planning call for the
delivery appointment:
• Date and duration of the handover.
• Specific explanations expected.
• Required focus on features.
• Implementation of the charging
infrastructure (verify or propose
intermediation).
2 PREPARING THE VEHICLE AND THE CELEBRATION
Personalising the vehicle:
• Save the customer’s home address in the navigation
system favourites and in Z.E. Trip.
• Configure the cables available in the vehicle in R-LINK.
• Activate Z.E. Voice (if fitted)
Prepare the celebration:
• Cover the vehicle after a final Flash AVES.
• Place the personalised welcome card.
• Follow the celebration process specified by the point of sale
(behaviour, symbol and atmosphere).
• Charge the vehicle and reset the battery level indicator to
200 km (battery at 100%) by following the procedure below:
• Vehicle stopped (engine switched off).
• Simultaneously press the brake, accelerator and reset
button.
• The remaining driving range is reset to 200 km.
3 INTRODUCING THE CUSTOMER TO THEIR NEW CAR
The customer gets their first glimpse of the car.
In the presence of the Sales Adviser, the customer discovers his new car which is waiting under its cover in the delivery zone. This is the
first contact before the administrative delivery: “his car is there, waiting for him.”
To Next Page
Loading...
