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BIKE BUILDING & SERVICE
RIDER HANDOVER
PHASE 1: GENERAL
• Run the standard bike setup and give basic explanation on
working principles.
• Saddle position
• Cockpit setup (lever reach/position, shifter position,
accessory position)
• Tire pressure (see table)
• Suspension setup and basics
• Explain dropper post functionality
• Explain shift and brake fundamentals (lever function,
brake-in time/method)
• Ask rider for open questions at the end. If time is limited,
schedule separate session for deeper dive
PHASE 2: BIKE SPECIFICS
• Explain basic system functionality (On/off, mode switching)
• Explain usage of Range Extender, if applicable (position in
cage, cabling, dis/connecting)
• Explain charging, including charging Y-cable (if applicable)
• Give basic ride tips (maintain smooth cadence 75 rpm+,
release pedal force when shifting)
• Set up Mission Control App on Rider phone and explain key
• Register bike with Rider
• Explain how to start app and (re-) connect to bike
• Give start screen menu overview (what functionality
they offer)
• Explain the Tune Menu in detail, focusing on motor settings
(show default motor settings, explain Support vs. Peak Power,
demonstrate how to customize modes for range or power)
• Explain Smart Control (What? How to activate?
Suggest time-based settings)
• Explain Range Extender integration (state of charge for each
• Explain how to track a ride, recommend “Auto Start Active”
in “Settings” and Strava upload
• Show TCD usage and functions (if applicable)
• Give basic maintenance and cleaning tips
• Ask rider for open questions at the end
PHASE 3: PRESENT SMALL PARTS & DOCUMENTATION
• Present contents of small parts box in supplied soft case
(charger, manuals, small parts)
• Recommend Como SL User Manual for self-study and give
brief overview of small parts content
• Give access to Turbo SL Quick Start Guide (hard copy and/
or follow-up-email)
• Give access to Mission Control User Guide (announce it
for follow-up-mail)
• Ask rider for open questions at the end
This way, Riders will have the best experience with their bike and their Retail partner. Regard the 5 phases in the handover checklist
as a suggestion Retailers can apply either fully or in parts.
PHASE 4: LEAD-OUT
• Allow for Q&A (“What additional information do you need to
(announce follow-up with appointement)
• Ask if rider feels he/she is set-up well and address
concerns if needed
PHASE 5: MAINTAIN CRM AND PREPARE FOLLOW-UP
• Update CRM system with special customer notes
(special mentioning of usage, needed accessories, birthday,
other hobbies, etc.)
• Schedule satisfaction call for 1-2 weeks after handover
• Send out thank you email with service reminder and assisting
documents (Quick Start Guide & Mission Control Guide)
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