What Makes a Great New Vehicle Handover?
Vehicle handover is an important moment in the customer journey. A well-structured handover helps customers understand their new vehicle and begins the ownership experience positively.
A structured handover helps customers become familiar with their new vehicle:
New Car Market
Three areas to cover in every vehicle handover
Area 1
Vehicle Introduction
Driving controls
Infotainment systems
Driver assistance technologies
Area 2
Ownership Guidance
Servicing schedules
Warranty coverage
Digital services or apps
Area 3
Customer Questions
Allow time for customers to ask questions about vehicle operation
Encourage customers to contact the dealership if additional support is needed
Plan the handover experience carefully. Focus on the features customers will use most often.
Best Practice
Best Practice
- Plan the handover experience carefully
- Focus on the features customers will use most often
- Avoid overwhelming customers with too much information
- Encourage follow-up questions after delivery
A confident handover helps customers enjoy their new vehicle from day one.