POLICIES
Service And Parts 1. Check every same-brand service vehicle for recalls. You should do this every time, even if the Guest is just in for routine maintenance. 2. If there is a recall, repair the recall and document the repair as required by the OEM. 3. Alternatively, the vehicle may be released if the Guest declines the recall repair, or if the repair is not available. The Guest should acknowledge the safety recall or campaign by signing the applicable OEM bulletin. 4. Check every internal repair for open recalls. Where practical, repair the recall. 5. Never certify a vehicle with an open recall. 6. All recalls must be repaired before a vehicle can be put into loaner status. Sales Demo Drive The following procedures should be followed during every sales demo drive: • For your safety, obtain a copy of Guest’s driver’s license and verify that the photo ID and the information obtained through the sales process match. The driver’s license, and any photo copies, must be maintained at all times in a secure location. • Log the test drive using the client name, date, time, stock number and Sales Team Member. • Ensure that a Sales Team Member accompanies the client on the test drive. • Drive the vehicle on a pre-designated route. • Sales Team Member is required to drive the vehicle off the lot and transfer control to the client in a well-lit, well- populated and pre-designated area. • Sales Team Member should always exit vehicle with KEYS IN HAND when transferring control of the vehicle. • Always keep control of the key. The Guest should not handle the key to avoid key swaps or key cloning. • Upon completion of the demonstration drive, the Sales Team Member should always lock the vehicle with the keys to ensure that the key in hand is the key to the vehicle. • Return the keys to the KEYper machine. • Note the return of the vehicle on the Test Drive Log. • In the event that the vehicle will be released to the Guest for an extended test drive, ensure proof of insurance and a bailment release are obtained from the Guest, added to the items listed above and retained with the test drive log. The expected date and time that the vehicle is to be returned should be noted on the bailment agreement and signed by the client. • Obtain management’s approval prior to releasing the vehicle. • Wherever possible, retain possession of the client’s vehicle while they are in possession of a Company vehicle. • Wear seatbelts at all times. • Do not use a cell phone or text while operating Company vehicles. • Beware of key cloning technology through a computer hacking the key. This is done through a device gathering signal information from the key, which can be done several feet away from the key. Guests should not be operating computer during the test drive. A guest who asks you to “just turn on the engine” in the show room or on the lot may also have a nearby key cloning device. • Don’t ask intrusive personal questions during a test drive. • If you have any concerns about your safety, for example, if the Guests appears intoxicated or erratic, you may refuse the test drive. You may also request an additional Team Member join you on the test drive if you have any concerns about being alone with the Guest.
79 No policy should be construed to confer any express or implied contractual relationship or rights to any Team Member. The Company reserves the right to modify any policy as necessary, in its sole discretion, to the extent permitted by law. Violation of any Company policies or procedures can result in disciplinary action up to and including termination of employment. If you have any questions about this handbook or Company policies, please feel free to discuss with your Manager or HR.
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