SalesManualv2

OPERATIVE
PROCEDURE
SALES PROCESS
Fernanda Monroy, Jessica Gonzalez, Ana Villareal
APPROVED BY : Maria Palomo and José Perez

Index
Objective
Scope
Reference Documents
Glossary Definitions
Acronyms
KPIs
Authority and Responsibilities
Steps in the Sales Process
Sales Process Flowchart
Sales Process Description
1. Meet and Greet
Creating a great first impression
and building rapport
Be attentive
Listen carefully
Keep a positive and optimistic
attitude
2. Needs Assessment and Trade
Appraisal
Use of technology
Understand your customer,
be a good listener
Ask open-ended questions
Ask close-ended questions
The 6 crucial questions
Customer information
Let’s talk about money
3. Vehicle Presentation
Walkaround
Individual features
Tips for a successful presentation
Five steps for overcoming
customer objection
3
3
3
4
4
5
7
9
11
13
13
13
14
14
15
16
16
17
17
18
20
21
21
21
21
22
23
25
5. Negotiation
Tips for a successful negotiation
Proposal presentation
Steps in the Negotiation phase,
explained by detail:
5.1 Trade/Purchase Appraisal Process
6. Customer Interview (Finance)
7. Finance Proposal
Finance Proposal process
8. Delivery
9. Sales to service Introduction
10. Follow-Up
Tutorials
Annex 1: Add customer to VinSolutions
through website
Annex 2: Add customers to VinSolutions
through App
Annex 3: Credit Approval
Annex 4: Delivery Checklist
Annex 5. BDC Script of Satisfaction Call
Annex 6. Delivery Kit
Annex 7. Enroll Customers in Nissan One
to One Rewards via NCAR
29
29
30
31
32
33
33
33
36
39
41
42
42
46
48
50
50
51
51
4. Drive Demostration
Customer Expectations
Demonstration drive process
Conducting an effective
demonstration
Further reading
Demonstration drive tips
25
25
26
27
27
28

Objective
Provide a manual to the Autocom USA dealerships,
with the intention of standardizing and
making the sales process easier to follow.
Scope
The following procedure applies for the
Autocom USA dealerships.
Reference Documents
Description
Sales Process on
Virtual Academy
https://www.nnanet.com/
wps/portal/nnanet
Compare to
competitors
For used cars
http://www.vauto.com/
For new cars
https://www.cars.com/
https://truecar.com/#/
For new and used cars
http://www.nadaguides.com/
Nissan interactive
Brochure
Job Descriptions
for dealership staff
http://www.nissanusa.com/
interactivebrochures/gallery/
electric-cars/leaf/power.html
http://www.kpa.com/
3
Objective/ Scope/ Reference

Glossary Definitions
Hot Buttons: features or characteristics of the
vehicle which are important to the customer.
Nissan Interactive Brochure: app that houses
a comprehensive, immersive and dynamic
product presentation for every vehicle in Nissan
lineup.
Open-Ended Questions: are the ones that require
more than one-word answers.
The answers could come in the form of a list, a
few sentences or something longer such as a
speech, paragraph or essay.
Write-up: customer’s economic proposal for
Autocom based on its revenues for the purchase
of the vehicle, in which it is specified if it
is going to be a trade-in, the price of the vehicle
plus taxes, the down payment and the monthly
payment that is more adapted to customer’s
needs.
Appraisals: an expert estimate of the value
of the car that is going to be accepted for the
trade in.
Down payment: the initial payment done
when the vehicle is bought on credit.
Acronyms
SM: Sales Manager
KPIs: Key Performance Indicators
CRM: Customer Relations Manager
FM: Finance Manager
SP: Salesperson
GM: General Manager
GSM: General Sales Manager
Moroney Sticker: is a label required in the
United States to be displayed in all new vehicles
and includes the listing of certain official information
about the car.
Spot delivery: is a technique that car dealers
use to get you to take delivery of a vehicle immediately
after you agree on a car deal.
Glossary Definitions 4

KPIs INDICATORS
KPI Name
Formula Measuring Unit Object IVE
AppraisaIs
Number of AppaisaIs
of Pre-Owned Cars
Unit
Monthly
Write-ups
Number of write-ups
Unit
Monthly
Test drives
Number of test drives
Unit
Monthly
Units sold
Number of sold units
Unit
Monthly
5
KPIs Indicators

Monitoring
Frecuency
Responsible for
obtaining KPI
Responsible for
monitoring KPI
Work to obtain KPI
GSM/ SM GSM/ SM/GM VAuto
15
GSM/ SM
GSM/ SM/GM
Reynolds & Reynolds/
VinSolutions
GSM/ SM
GSM/ SM/GM
VinSolutions
10 (retail)
15 (internet)
GSM/ SM
GSM/ SM/GM
VinSolutions
KPIs Indicators 6

Authority
AND RESPONSIBILITIES
7
Authority and Responsabilities

Sales Manager
The Sales Manager is responsible for assisting the Dealer in planning,
organizing and controlling the New and Used Sales Department and
the performance of the employees in the dept.
Assists in negotiations between customer and sales person.
Helps sales people close deals, when necessary.
Guides all sales people in setting their objectives on a short and longrange
basis.
Finance Manager
The Finance Manager is responsible for producing additional revenue
for the dealership by selling finance and insurance programs to new
and used car customers.
Submits paperwork to obtain approval from finance sources on all
finance deals.
Maintains clean contracts in transit schedule by collecting financial institutions
and customer debt.
Salesperson
The sales representative is responsible for the sale of new and used
cars. By his/her initial impression, the image of the dealership is portrayed.
The position requires an individual with excellent people relation
skills, product knowledge, and sales ability in following the dealership
sales system. Is responsible for selling vehicles at dealership gross profit,
volume and customer satisfaction standards.
General Sales Manager
Purpose: To supervise and have responsibility for the entire sales operation
from inventory control to sales and gross profit generation, to
advertising, to expense control, and to sales personnel.
The GSM insures that the dealership meets its new and used car unit
sales quotas and its gross objectives on a daily, monthly, and yearly
basis. She/he will ensure that the retail and fleet units sold produce
sufficient gross to aid the dealership in reaching its profit objective on
a monthly and yearly basis. She/he will accomplish these objectives
through planning, organizing, coordinating, and measuring the activities
of the New-and Used- vehicle Sales Department.
Authority and Responsabilities 8

Steps in the Sales Process
1. Meet and Greet.
2. Needs Assessment and Trade
Appraisal.
3. Vehicle Presentation
4. Drive Demonstration.
5. Negotiation.
6. Customer Interview
7. Finance Menu and Paperwork.
8. Delivery.
9. Sales to Service Transition
10. Follow up
9
Steps In the Sales Process

SALES PROCESS
FLOWCHART
START
Meet & Greet
Needs an
assesment
Save proposal in
system
YES
Is the proposal
approved?
NO
Sort of vehicles
options
Review Proposal
Presentation &
Demostration
of the Vehicles
Test Drive
NO
YES
Does the customer
agree with the
negotiation?
Does the customer
like any option
presented?
NO
Adjust Proporsal
Negotiation
SALESPERSON
SALES MANAGER
11
Sales Process Flowchart

Responsable
Salesperson
Sales Manager
Finance Manager
Interview with
the customer
Finance Package
Proposal (DMV)
END
Does the customer
agree?
YES
Prepare paperwork
for signature
NO
Follow-up 48hrs
later (Dealership
& BDC)
Sales to Service
Introduction
Customer sign
paperwork and
contract
Delivery of the
car (NCAR)
Prepare vehicle
for delivery
FINANCE MANAGER
SALESPERSON
Sales Process Flowchart 12

Sales Process Description
1. Meet and Greet
When meeting the customer for the first time it is very important to keep in mind the
mission of Autocom:
“Providing exceptional automotive experiences by developing leading industry
professionalism with passion and commitment to our customers that exceed
all expectations”
The way you greet customers sets the beginning of the entire purchase experience.
Creating a great first impression and building rapport
To help ensure you make a positive impression, you must dress professionally or
wear the Autocom uniform, as well as your name tag. Make sure your uniform/
clothing is in good condition and clean. When you welcome the customer don’t
forget to say: “Hi, welcome to Autocom Nissan + Concord/Oakland/San Leandro/
Walnut Creek my name is…, how can I help you today?”
Use a friendly body language and keep your smile genuine and engaging, also
think of welcoming the customer to the dealership almost as if they would be
entering to your home.
While you welcome the customer to the store make a firm but not too strong
handshake and maintain eye contact with the customer, ask customer’s name,
keeping it direct and friendly. Maintain a kind and friendly tone of voice so the
customer begins to feel confident, remember their name and use it often in the
conversation.
Your goal is to sell yourself as much as a vehicle. By being friendly, patient, and
genuinely interested in what a customer seeks, you position yourself to complete
the sale.
Show commitment, passion and make them feel part of the Autocom family since
the beginning.
13
Sales Process: 1. Meet and Greet

Be Attentive
You want the customer to feel comfortable
and not like a target, allow them enough
time to exit their vehicle and acclimate themselves
to the dealership.
Be sure to greet them as soon as they arrive
to the dealership. When they enter to
the dealership, make sure you hold the door
open as they enter and thank them for visiting
Autocom. If the customer has already an
appointment with another department or
another salesperson, walk them over to the
appropriate person or department that they
have come to see.
Listen Carefully
Once you have established that the customer
is in the market for a vehicle, remember
that the customer does not buy a car every
day, for them it is a special occasion and
an important investment, (by giving them a
business card up front, the salesperson loses
the opportunity to excuse himself to get his
card before they leave; we want the salesperson
to touch the desk before allowing the
customer to leave).
Invite the customer to take a seat and offer
them coffee, water, tea, snacks etc. If they
have children, offer them a special place to
stay and provide them entertainment such
as games, drawing books, etc.
14

Try to find common grounds to break the ice with them then briefly start asking the purpose
of their visit. Be sure to emphasize the dealership’s beliefs on transparency on vehicles
information, the sales process or general information. The most important thing is to
listen carefully at the customer’s opinion, their wants and not-wants and their concerns.
This will show that you are considerate to what is important for them and their family.
Always keep in mind that the customer shall never feel any pressure during the entire
sales process.
Keep Positive and optimistic attitude
Remember that the goal is to take the customer to the next step and begin to evaluate
their needs and wants. Putting the customers at ease and with confidence in the beginning
of the stage sales process is essential to learn the reasons why they are in an
Autocom dealership and prepare you to help them in the next stage of the sales process.
Imagine you are a construction worker...you need tools to help you build a house such as
a hammer, drill, latter, etc... It is almost the same in sales. The goal is to make a car deal like
a construction worker’s goal is to build the house. Both goals need tools.... the information
you gather and listen to from the customer is the tools you need to help you make
the deal. If you have a great attitude and address all the customer’s “wants” and “needs”
there will be NO reason why the customer will not want to buy from you.
15
Sales Process: 1. Meet and Greet

2. Needs Assessment and Trade Appraisal
Now it’s time to know the needs of your customer, start to inquire about the car they are
looking for, as well as the features that it should have; we refer to this as looking for hot buttons.
The more you know about your customers, the better your chances of making a sale,
that’s why the needs assessment and trade appraisal step is critical. Before you can effectively
present any vehicle to a customer, you need to uncover, discuss, and understand their
likes, wants and needs.
Do not forget that even if the customer knows the vehicle they are looking for, they still
should go through this step.
Use of technology
It has been proven that technology enhances customer experience and leads to higher customer
satisfaction, for that reason it is very recommendable to use a tablet with the apps:
E-Brochure/NCAR: to browse vehicle lineup/build
a car/browse dealer’s inventory/
help identify customer needs for the right
vehicle.
Virtual Academy: can also be used to show
competitive comparisons/third party articles.
Quick Guide: can be used during the sales
process to showcase Nissan vehicle technology/how
to/features/benefits.
Nissan Personalization Studio: can be used
during the sales process to customize a vehicle
with additional accessories/options.
Sales Process: 2. Needs Assessment
and Trade Appraisal
16

Understand your customer, be a good listener
Show customers you are an attentive consultant who makes their satisfaction your priority.
Results of customer surveys confirm that making an effective needs assessment increases
closing ratios and improves customer satisfaction, it’s very important to know their
buying reasons and start thinking possible options of vehicles.
Listen carefully to the customer, show interest and respect him in what they say, the main
objective of this step is to determine the motivations and needs of the customer to buy
a vehicle.
Do not get straight down to business, the better strategy is to take the time to understand:
What the customer wants to accomplish
What information the customer wants to know
How much time can the customer spend?
Some of the customer’s wants and needs
Ask open-ended questions
Give customers the chance to discuss their wants and needs by asking questions that
require answers of more than a single word or two, this will help you to know what type
of car they are looking for. The result can be a wealth of information for you to start looking
for possible options. Be sure to take notes and make open-ended questions, such as:
What other vehicles have you owned? (this gives you a hint of what type of car they are
used to or like)
Can you share with me why are you considering on replacing your current vehicle? or
Why are you buying a new vehicle?
Tell me about your hobbies and interests.
What do you like more about your current car?
Do you have any big changes coming up that might affect your vehicle needs, such as
a new baby, new job, or retirement?
17
Sales Process: 2. Needs Assessment
and Trade Appraisal

Ask close-ended questions
At some point, you will probably want to bring the conversation to a close or take more
control of it. To do this, you can ask questions that can be answered briefly, often with just
one word, for example:
Do you have a specific vehicle in mind?
What type of vehicle are you looking for? Is it a compact, coupe, sedan, SUV, truck? Is it
larger or smaller than your current vehicle? Do you want a two-door or four-door?
What type of transmission do you prefer or require?
Who is going to be the primary driver?
Where will you do most of your driving (highway or city)?
How many miles do you drive in a year?
What year is your vehicle?
Sales Process: 2. Needs Assessment
and Trade Appraisal
18

The 6 Crucial Questions
1. How will you use the vehicle?
(Business trip, transporting children, family
vacations, etc.)
2. What features would you want in your
next vehicle?
(Unique needs and expectations that will
help you find the model and options that are
most suitable to them.)
3. Are you adding or replacing a vehicle?
A trade-in can be an important financial consideration
for many customers, knowing this
early on may shape the price range of vehicles
you show them. The year, mileage, and
condition of their vehicle can provide insights
into their tastes and driving habits. If the customer
is adding a vehicle, that could have an
impact on their finances.
4. What do you like or dislike about your
current vehicle?
Helps you understand each customer’s
unique experiences and perceptions. You can
address hidden needs or hot button issues
during your vehicle presentation.
5. What other makes are you considering?
Cite Nissan advantages and overcome objections.
Dig a little deeper and find out the
qualities they most want or need such as
style, value, or performance.
6. Do you usually purchase or lease your
vehicle?
Knowing whether your customer will lease or
buy will be helpful later when putting together
an investment proposal.
Customer information
On this step, it is necessary to ask for the customer’s
current driver’s license to scan it and
register it in VinSolutions through the website
or the app.
To register the customer through the Vin
Solutions website, see Annex 1.
To register the customer through the app,
see Annex 2.
Let’s talk about money
It is wise to recognize that you must address
financial issues tactfully, it is a mistake to
avoid them altogether. Learning about a customer’s
budget is as important as discovering
the features they most desire.
A good approach is to inquire whether your
shopper prefers to lease or purchase their
vehicle. You should also ask if they intend to
trade a vehicle. Armed with that basic information,
you can ask if they mind sharing the
amount of the payment on their current vehicle
and if they have a ballpark estimate of
what they expect to spend this time
The goal is to identify a realistic vehicle to
present. You don’t want to get them excited
about something that is beyond their budget.
Now it is time to present vehicle options to
the customer!
Sales Process: 2. Needs Assessment
and Trade Appraisal
20

3. Vehicle Presentation
It is very important to consider all the information collected from the customer and continue
searching for the ideal vehicle, covering all the needs they have. Once you have already
shown all the options on the tablet and discarded some options, it is time to show the vehicles
and their features, in a very detailed manner.
Remember that it is very important to understand your customer’s language, in the sense
that there are customers who prefer to use technical language, while others prefer a plain
language. It is also important to engage all senses in both Vehicle Presentation and Drive
Demonstration, show the customers the features in the best possible way -with visual aids,
by touching the surfaces of the car, testing the Audio System, showing the characteristics of
the motor, navigation system (this part is one of the most important), etc.
Once the client chooses a vehicle it is necessary to check if it is available at the dealership’s
inventory. You can consult such information on NNAnet (for new cars).
Walkaround
Do not forget to move around the vehicle in a manner that allows you to efficiently highlight
key features and qualities. There are many ways to structure a vehicle presentation,
you need to find the approach that works best for you and your customer. The salesperson
should consider the following proven concepts:
1. The spaced concept, ensure that each presentation meets a customer’s interests. Needs
are categorized by the acronym SPACED:
The walkaround, you can focus your comments on specific features that respond to the
customer’s wants and needs. The 6-point walkaround method gives you a consistent way
to move around the vehicle, helps you keep control of the presentation, and ends with the
customer in the front-passenger’s seat, ready for the demonstration drive.
21
Sales Process: 3. Vehicle Presentation

The 6 walkaround Points are:
1.Passenger-side window.
(Moroney Sticker)
2. Passenger-side frontcorner.
3. Front and hood.
4. Driver side.
5. Rear and trunk.
6. Passenger side and
interior.
Individual features
It is necessary to keep the information you provide as simple and concise as
possible. Therefore, always keep in mind the hot buttons that the customer revealed
during the previous step and try to underline the features that relate
to them. Your explanation of individual features should cover these important
points:
What is the feature? (Customer’s concern)
What does the feature do? (Advantage)
How does the feature benefit the customer?
Sales Process: 3. Vehicle Presentation 22

Tips for a successful presentation
All presentations share one common goal: to tell a convincing story about how a
vehicle and its features meet a customer’s needs. Your success comes from relaying
persuasive information in a way that resonates with shoppers.
Here are some tips on how to do that:
Mind your customer’s time: Tailor the presentation
considering your customer’s schedule.
Concentrate on the model that fits your customer’s
needs and budget: prepare several
choices to help your customer decide, considering
what they said during the consultation
phase. Do not try to sell a vehicle that does not
interest your customer.
Be knowledgeable: be prepared with the product
information to conduct a complete vehicle
walkaround and to respond to questions
about competitive vehicles. Be sure to present
the vehicle that the customer is looking for,
sometimes you can get confused.
Use a tablet device to present information:
customers appreciate having information tailored
(custom-fit) to their personal wants and
needs and presented with the support of a
digital tablet device such as an iPad.
Present from the customer´s point of view: always
keep the focus on the customer by emphasizing
the features that are important to
them (hot buttons).
23
Sales Process: 3. Vehicle Presentation

Ask buy-in questions: once you have presented a feature
that meets the customer’s concerns or needs, ask
for confirmation. For example, “Does the Around View®
Monitor address your concern about being able to park
in the city?”.
Involve the customer: make the presentation interactive;
involve all the senses of the customer.
For example, instead of just pointing out features and
controls, have the buyer sit in the vehicle and operate
the controls.
Suggest accessories: Nissan research shows that mentioning
accessories, especially pointing out pre-installed
accessories, can increase your chances of making a sale.
Be enthusiastic: customers respond positively to sales
consultants who obviously believe in the products
they’re presenting.
Offer the customer a demonstration drive: an effective
presentation leads to customers wanting to drive the
vehicle, which is the next step in the sales process.
To help you plan your presentation, the Presenting tab on the Vehicle Showroom
page on Virtual Academy provides a presenting video and job aid for each Nissan
vehicle.
Sales Process: 3. Vehicle Presentation 24

Five steps for overcoming customer objection
Customers are likely to express some concerns about the presented vehicle.
They may bring up competitive disadvantages, but when handled in the right
way, objections can become sales opportunities. Follow the five-step process
that can help you respond to objections:
1. Listen carefully your customer’s concern.
2. Clarify, rephrase the issue to make sure you understand it and to show the customer
you are interested in their opinions or insights.
3. Address, confidently respond to the concern, be honest. If the competitor has an
advantage, admit it. Then, point out the advantages of Nissan to calm customer
concerns.
4. Confirm, summarize the customer’s concern, and then ask if he or she understands
and accepts your message.
5. Engage the customer, the presentation is all about the customer. Instead of viewing
customers as an audience, make it an interactive experience. Let them be part
of the experience, engage their senses.
By involving the customer in the presentation, they’ll be more likely to want to go to
the demonstration drive. Before taking them to the test drive asks for their approval.
4. Drive Demostration
The demonstration drive (test drive) is your chance to let the vehicle speak for itself.
Most customers crave the opportunity to drive the car they are looking for, by giving
them the opportunity to personally test the vehicle, you make their driving experience
be the best of their life’s. You can increase customer satisfaction simply by offering
them a demonstration drive, as this will help the customer to develop an emotional
connection with the vehicle.
Customer Expectations
Long enough: A test drive that is long enough to experience the vehicle’s performance
and handling. When a drive is longer than 15 minutes customers are more satisfied.
Different surfaces: experience the vehicle on a variety of road surfaces (city, freeway
or a hill), gives customers a feel for what the vehicle would be like in their daily driving.
Meet needs: An offer to test drive another vehicle if the first one doesn’t meet their
needs.
Happy customer: provide the customer an exceptional automotive experience
during the drive demonstration. Remember to drive safe!
25
Sales Process: 3. Vehicle Presentation/4.
Drive Demostration

Demostration Drive Process
START
Look for a similar
vehicle
B
A
NO
Does the customer
want a test drive &
demostration?
YES
Does the customer
agree?
NO
Reschedule test
drive for another
day
YES
B
Is the vehicle
available and clean?
NO
Ask the customer if
a similiar vehicle
can be used
Does the vehicle
have fuel?
Put fuel
END
Ask for customer’s
driver’s license
A
Ask the customer to
continue with the
Negotiation phase
Leave a copy at
Sales Manager’s office
Clarify Inquiries
Get car keys
Get the vehicle
YES
Does the customer
have questions?
NO
Inform the customer
about the road map
Did the car met customer’s
expectations
NO
Ensure everyone on
board is safe and
comfortable
Drive to the predetermined
route and show features of
the car
Return to dealership and
park the car
Let the customer drive
Show other car
(considering needs
and assesment)
Sales Process: 4. Drive Demostration 26

Conducting an effective demonstration
Adapt your demonstration drive to each customer’s needs based on the information
you learned during the consultation. Decide on a route that brings out the dynamic
characteristics you want to highlight.
For each dynamic quality you demonstrate, you should follow this 3-step demonstration
drive process:
1. Prepare your customer:
Always tell the customer what you are going to do
ahead of time; for example, “We’re going to accelerate
from a standing start.”
2. Show the procedure:
Tell the customer what to do; for example, “Depress the
throttle fully and accelerate to 5000 rpm.”
3. Explain the features and benefits:
Point out characteristics and their benefits; for example,
“Notice how quickly and smoothly the vehicle accelerates.
This quick off-the-line acceleration and midrange
power help you cross busy intersections and
merge onto freeways.”
Explain how the dynamic quality that is being demonstrated
relates to a specific feature (or features); for example,
“The engine and transmission work together to
provide responsive acceleration.”
Further reading
For each Nissan vehicle, the Delivering tab on the Vehicle Showroom page of Virtual
Academy presents its notable dynamic qualities and recommendations for the most
effective ways to present them. For each dynamic quality, you will find:
The type of road to use.
How to apply the steps for the demonstration drive process.
Tips from professional drivers on techniques you can use and comments you can
make that will enhance your demonstration drive.
27
Sales Process: 4. Drive Demostration

Demonstration drive tips
Before getting into the vehicle
Ensure that the model the customer is shopping is available. If not, ask if a similar
model is acceptable.
If you are to leave the customer for any reason (getting the keys, making a copy of
the license, etc.) make them know how long you will be gone; for any case, try not to
delay.
Ask to make a copy of the customer’s driver’s license prior to taking the drive; explain
why it’s necessary. Leave the copy with the dealer representative.
Let the Sales Manager know which vehicle you’re using and the route you intend to
Offer to drive first in order to show the customer all the features of the car.
Ensure that everyone wears a seat belt. No exceptions.
Ensure that all children follow state laws regarding child restraints.
During the Drive
Explain any controls and accessories that you plan on using.
Demonstrate some of the vehicle’s dynamic qualities when you drive; demonstrate
others when the customer drives.
Drive safely and carefully. Brake slowly and well in advance of stops. Do not make
your passengers uncomfortable with abrupt maneuvers.
Brake to reduce speed instead of downshifting.
When the customer drives
Allow the customer to drive the vehicle after you have done it.
Ask the customer if he or she has any questions about the vehicle’s operation or
placement of controls before they start driving.
Limit your conversation so the customer can focus on the driving experience.
Let the customer drive for at least 15 minutes. Ask if there’s a particular type of driving
they would like to test, such as the freeway or a winding road. Give them the option
to drive longer than the initial 15 minutes.

When returning to the dealership
Have the customer park in front of the showroom or, if appropriate, next to their
current vehicle.
Once back at the dealership, review the vehicle’s features to ensure that they have
met the customer’s expectations. Ask if they have any additional questions.
Reinforce the positive experience of the drive.
Ask for permission to continue to the next step in the process.
5. Negotiation
This might be the toughest part of the sales process. It is important that the customer
knows exactly about the activities that will be performed during these phases, and
who will perform them.
The major activities during this step are:
Structuring the
proposal
Assesing the
trade-in
Management
review
Formalizing
the proposal
Sales Manager Sales Manager Sales Manager
Sales Manager
& Salesperson
Autocom expects the negotiation of the purchase to be as fair and clear as possible
for both customer and dealership. It is very important to remember that customers
expect the negotiation to be professional, smooth, gentle, and efficient, respecting
both of their time and privacy.
Before doing any write up it is crucial that the customer has firmly decided upon the
vehicle that fits their needs – and their budget. Any misunderstandings about model,
color, features, etc. can affect the investment negotiations and can result in an unhappy
customer.
Tips for a successful negotiation
The practices that Autocom and Nissan expect are:
Treat the customer in the best possible way, be kind and respectful, always conduct
the negotiation with openness and transparency.
Sharing personal information can make the customer feel insecure. Try to find a
comfortable and private spot while doing the negotiation.
29
Sales Process: 4. Drive Demostration/5.
Negotation

Explain the investment proposal steps and how it is a team effort among you, the
customer, and sales management.
Review the customer’s vehicle selection to confirm that it meets their needs.
If a trade-in hasn’t yet been discussed, ask if the customer has one and, if so, explain
how your dealership will appraise its value. Discuss with them which third-party
sources you use to help validate and justify the appraisal.
Proposal Presentation
The investment proposal should be presented in the best way, it should be computer-generated
that includes several purchase and lease term choices that the Sales
Manager would generate. As well as using full disclosure worksheets generated on
computer (on VinSolutions) — to make the investment proposal presentation clear
and understandable.
These are the things that are covered within the investment proposal:
Price
Terms
Payments
Trade-in value
Down payment
Everything explained as detailed and clear as possible.
Related accessories
Rebates, if applicable
Sales Process: 5. Negotiation 30

Steps in the Negotiation phase,
explained by detail:
START
NO
Is the customer
doing a Trade in?
Verify Information on
Vin Solutions
YES
Vin Solutions
Introduce Trade
in Information
Vin Solutions
Introduce customer,
vehicle information
Introduce Sales Manager
to the customer
Is the customer
doing a Trade in?
YES
V/Auto
Appraise trade
Vin Solutions
Start write-up
NO
DealerTrack
Push Information
to run credit
Present options to
the customer
Vin Solutions
Create multi-option
offer
A
Is the customer
doing a Trade in?
B
YES
Finalize paperwork
Clarify and try to
overcome objections
Get paperwork together
and take it to the
Finance Department
Does the customer
like the proposal?
NO
A
END
B
SALESPERSON
SALES MANAGER
31
Sales Process: 5. Negotation

1. The Salesperson enters all customer, vehicle,
and trade-in (if applicable) information
into VIN Solutions.
2. Sales Manager introduces themselves to
the customer and verifies all information in
VIN Solutions, then appraises trade in vAuto
(if applicable), creates a deal in VIN Solutions,
then pushes information to DealerTrack to
run credit, and finally creates a multi-option
offer (Down Payment, Term and Monthly Payment)
to present to the customer.
3. The Salesperson presents the proposal
to the customer - If customer chooses an option
then the Salesperson and Sales Manager
finalize the paperwork.
If an option is not chosen then the proposal
is modified and then presented to the customer
by the Sales Manager.
4. SM will get all paperwork together (insurance,
down payment, etc.) and take it to the Finance
Department.
5. If a deal cannot be made, Sales Manager
will put notes into VinSolutions why they could
not make the deal, and he/she will thank the
customer for coming to the dealership and
allow him or her to leave on good terms. This
can make it easier to follow up later (both dealership
and BDC).
5.1 Trade/Purchase Appraisal Process
1. Things needed for trade/purchase evaluation (Salesperson)
Completely Filled Out Appraisal – in VIN Solutions as well as the paper appraisal (including all
customer information, vehicle information, all options and anything else that would add value
to the vehicle).
Current Registration.
Keys.
2. Walkaround (SM or UCM)
Note any exterior damage (body damage, trim pieces, windshield, etc.) - CHECK TIRES (these
are usually the most expensive part of reconditioning)
Verify exterior equipment on appraisal.
Drive all vehicles outside of factory warranty.
Before drive check interior condition and electronics (air cond, windows, locks, stereo, etc.)
Beware warning lights on the dash.
Verify interior equipment on appraisal.
During drive listen for any mechanical issues.
3. All vehicles must be appraised in VAuto
View Anex for details.
Print appraisal.
Finalize all appraisals.
Sales Process: 5. Negotiation/ 5.1
Trade-Purchase Appraisal Process
32

6. Customer Interview (Finance)
Once the customer has agreed on the investment proposal, the Sales Manager will take them to the
finance department and introduce them to the Finance Manager; then the Finance Manager will verify
the customer information, and he will ask questions to identify how to sell finance products to the
customer.
The major activities for the sales consultant before this step are:
Briefing the financial person
Giving the customer an overview of the financial process
7. Finance Proposal
After reviewing the financial process with the customer, the following activities for the Finance Manager
will be performed:
Determining the customer’s needs
Explaining financial options (Monthly Payments)
Selling additional products and services (The ones that Autocom offers)
Disclosing the terms
Completing the paperwork
START
DealerTrack and
Reynolds & Reynolds
Review credit
application
Present Maxim
Track Menu
Decide on the
Maxim Track Menu
Prepare paperwork
Notify Salesperson
to prepare vehicle
for delivery
Review and sign
paperwork
END
SALESPERSON
SALES MANAGER
33
Sales Process: 6. Customer Interview/ 7.
Finance Proposal

1. Finance Manager will review the credit application through Dealer Track and Reynolds & Reynolds
(see annex 3).
2. Finance Manager will present the Maxim Track Menu with the service package that Autocom offers.
MAXIM TRACK MENU
Preferred
Guaranteed Auto
Protection
Investment is protected
in the event of a total
constructive loss.
Prepaid Maintenance
Includes scheduled
maintenance costs into
ownership period and
maximize convenience/
cost savings.
Extended Protection
Mechanical and electical
protection exclusively for
Nissan owners.
Ultimate Platinum
Protection providing 24
hour emergency roadside
assistance, tire &
wheel road hazard protection,
paintless dent
repair and windshield repair
protection.
Cilajet
Protects investment aviation
grade sealant.
Standard Basic Economy
Guaranteed Auto
Protection
Investment is protected
in the event of a total
constructive loss.
Prepaid Maintenance Prepaid Maintenance Prepaid Maintenance
Includes scheduled Includes scheduled Includes scheduled
maintenance costs into maintenance costs into maintenance costs into
ownership period and ownership period and ownership period and
maximize convenience/ maximize convenience/ maximize convenience/
cost savings.
cost savings.
cost savings.
Extended Protection Extended Protection Extended Protection
Mechanical and electical
protection exclusively for
Nissan owners.
Ultimate Platinum
Protection providing 24
hour emergency roadside
assistance, tire &
wheel road hazard protection,
paintless dent
repair and windshield repair
protection.
Maintenance Plus
Replace engine, air fliter,
engine coolant, in-cabin,
microfilter, replace differential
oil, manual transmission
oil, lubricate all
locks and hinges, replace
wiper blades, engine
drive belts, radiator cap
and hoses.
Guaranteed Auto
Protection
Investment is protected
in the event of a total
constructive loss.
Mechanical and electical
protection exclusively for
Nissan owners.
Guaranteed Auto
Protection
Investment is protected
in the event of a total
constructive loss.
Mechanical and electical
protection exclusively for
Nissan owners.
Sales Process: 7. Finance Proposal 34

MAXIM TRACK MENU
Preferred Standard Basic Economy
Lo Jack
Protects vehicle through
traceable identification
for the vehicle. May qualify
for insurance discount
Maintenance Plus
Replace engine, air filter,
engine coolant, in-cabin
microfilter, replace differential
oil, manual transmission
oil, lubricate all
locks and hinges, replace
wiper blades, engine
drive belts, radiator cap
and hoses.
3. Customer decides the option on Maxim Track Menu
4. Finance Manager prepares paperwork
5. Finance Manager shows and explains to the customer the paperwork necessary to complete
the transaction. The required documents are:
Finance Menu
Registration DMV
(Application for
new registration
of new vehicle)
Pre-contact
disclosure
Agreement to
furnishing
insurance policy
Vehicle/vessel
transfer and
registration (DMV)
Front license plate
acknowledges
Tire chain
disclosure
Due Bill
Trade Pack
Warranty
Overview
35
Sales Process: 7. Finance Proposal

6. Once the customer has agreed to the transaction, Finance Manager will notify salesperson to
prepare vehicle for delivery while the customer is reviewing and signing paperwork. Remember,
the finance staff shall never press the customer in trying to sell him/her additional products.
7. Customer signs all the documents to complete the transaction.
8. Delivery
An effective and well-managed delivery increases the customer’s satisfaction and the comfort
level with the vehicle, also it reduces the probability that he/she will return with questions or
concerns and helps you develop a long-term business relationship (future vehicle needs).
The activities during this step are:
Provide an overview: prepare the customer for the
delivery process by outlining what you plan to do and
how long it should take, respect their time and offer
to schedule the delivery in a more convenient time
for them.
Ensure that the vehicle is in showroom condition:
don’t rely solely on your detail department. Your
pre-delivery inspection helps you detect issues that
could ruin a satisfying delivery.
Fill the tank / 100% charged: confirm that your customer
will leave the dealership with a full tank of gas
or 100% charged.
Select a memorable location for the delivery: Even
if your dealership does not have a dedicated delivery
area, make the delivery vehicle stand out, find a
prominent spot. Show new owners that their vehicle
is special.
Prepare the delivery kit: as a gratitude gift Autocom
will give each customer a delivery kit (see Annex 6)
Prepare a “we-owe” accessory form: if an accessory
is unavailable at delivery, give customers a receipt
(due bill) showing what they are due and schedule an
appointment to have it installed. This avoids misunderstandings
about when an accessory will be ready.
Sales Process: 8. Delivery 36

Complete the New Vehicle Delivery Checklist:
Through NCAR.
Assemble the vehicle portfolio: put together the
package of material including their owner’s manual,
printed quick reference guide, appointment card for
first service visit, extra key fobs, etc. Then be sure to
review each with the customer. (Annex 4)
Use the NCAR delivery app: perform the delivery
with a complete explanation of controls and features
using the application, moreover it can be used to deliver
the vehicle and allow the customer to choose
features they want to review/set 1st service appt/enroll
in Owners Portal/etc.
Demonstrate how to operate the navigation system:
make the demonstration hands-on by having
new owners set locations and experiment with the
features.
Connect and pair Bluetooth: be sure new owners
understand how to pair their phone and those of
other family members. Make sure they are comfortable
using the steering-wheel-mounted controls and
voice prompts.
Download the eQRG (Quick Guide App): download
the app to the customer’s phone to show them the
benefits of having the vehicle information at their fingerprints.
Personalize the vehicle: help new owners personalize
vehicle settings. For example, offer to preset favorite
radio stations or create the 2-driver memory
settings.
Offer a second delivery: don’t make customers feel
pressure to understand everything the first time
around. Let them know you are available to explain
features a second or third time.
37
Sales Process: 8. Delivery

Before delivery, the vehicle must be in perfect condition and with full tank / 100% charged battery.
Using the NCAR (Nissan Customer Acquisition and Retention) Vehicle Delivery app, you can provide a
streamlined delivery process and create a more personalized and engaging customer experience. It
allows you to provide a VIN-specific delivery that is customized for each customer.
A nice Autocom finishing touch is to show that you share the customer’s excitement by giving a small
gift (delivery kit). Encourage customers to call you if they have any questions about the vehicle’s operation
or anything else that might arise regarding the vehicle.
Keep in mind that you’re not just delivering a vehicle, you’re delivering satisfaction and you are representing
the professionalism and quality that Autocom is showing to the customer always.
Sales Process: 8. Delivery 38

9. Sales to Service Introduction
Introduce customers to the Autocom’s service department to foster a long-term relationship with
your dealership. An effective transition process from the sales department to the service department
can increase the number of customers who will come back to Autocom to purchase their next vehicle.
Nissan customers whose first service appointment is scheduled during the delivery show greater levels
of satisfaction with the sales process.
Making sure your vehicle presentation includes a few key elements will go a long way toward ensuring
an effective transition. Throughout your presentation, look for ways to:
Position the Autocom’s dealership as a full-service operation with expertise in vehicle sales, parts,
and service.
Show that the Autocom dealership is equipped to serve all their automotive needs
Making the sales-to-service transition an integral part of your sales presentation can increase customer
retention
As a salesperson, you play a key role in getting customers into the dealership service habit. Here are
six tips for you to make an effective Sales to Service Transition:
1. Explain why making their vehicle service with Autocom: be sure to provide compelling reasons why
it is best for customers to service with us:
Nissan-trained technicians.
No appointment needed for Express Service
Online scheduling.
Our service department’s evening and weekend hours.
The use of Original Nissan Parts during maintenance.
Convenience features, such as free Wi-Fi, refreshments and shuttle service (vehicle drop-offs and
pickup).
2. Tour the service department: a first service visit can be uncomfortable if the customer is unfamiliar
with where to pull in and what to expect, a tour of the service and parts department shows them to
know the place and provides an opportunity to meet your service team.
Introduce your customer to a service advisor and to the service manager, a brief introduction gives
them a familiar face to look for when they return for their first appointment. If you deliver a vehicle
when your service department is closed, give the customer the service advisor’s business card and
write their appointment date and time on the back and send them an e-mail after delivery that includes
photos and general information of the service team and a friendly reminder of their first appointment.
39
Sales Process: 9. Sales to Service Introduction

3. Review the maintenance guide: explain the recommended service intervals and reinforce the value
of returning to Autocom for service.
4. Set the first maintenance appointment through Autocom’s website: booking an appointment help
build a bond between a customer and Autocom’s service department. This is an ideal time to enroll
them in Online Service Scheduling, explain that it allows customers to book service at a time that is
convenient and it also provide up-front pricing.
5. Enroll customers in Nissan One to One Rewards via NCAR: Nissan’s service loyalty program allows
customers to earn points with each service, they can redeem those points to pay for future service
visits, parts or even a new vehicle. One to One is a rewarding experience for your customer, make sure
they are capitalizing on it from their first visit.
6. Remind customers about their first service visit: when you call or e-mail customers to confirm their
satisfaction with their new vehicle, remind them about their appointment. Contact them a few days
ahead of time, at the time of their appointment, be sure to stop by and day hello when they are in the
service department.

10. Follow Up
The sale is the beginning – not the end – of your relationship with the customers. One sale can
lead to many more when you make it a point to keep in contact with customers. Managing
relationships with now Autocom’s customers is a cornerstone to success in the sales process.
How often should you reach out to them, and what’s the goal of each contact?
Within 48 hours of delivery: the salesperson shall contact to verify that everything is in
order with the vehicle, at the same time remind the customer about doing the satisfaction
survey. The BDC department (Business Development Center) will do the satisfaction call as
well (see annex).
After five days of the purchase: you should contact the customer by email, text, phone call,
etc. to thank again for choosing Autocom for an important and special purchase in their lives
and to remember them that we are always at their service, include your e-mail address, cell
phone number and dealership number.
Fifteen days after delivery: it is important to contact the customer to verify that everything
is going well and that they don’t have any doubts with their new car, remind them that
you download the eQRG app on their phone and that they can check any doubt about the
features in the app.
Three months after the purchase: you should contact the customer and remind them their
first service appointment and that they can make a service appointment via our web site or if
they need an express service an appointment is not necessary.
Within 36 months of delivery: you should contact them and ask if their current vehicle (the
one you sell them) is still fitting their needs, don’t hesitate on sending them information about
the new models, you never know if they are interest on changing their vehicle.
41
Sales Process: 10. Follow Up

Tutorials
Annex 1: Add customer to VinSolutions through website
Log into the software
Go to the website of
Vin Solutions
Enter Username and
Password
Click “Login”
Add customer
The following screen
will be displayed.
Click in Add Customer.
A screen with the options
to add a Phone
Number is displayed
Enter the cell phone and
click in the binoculars
next to the cell where
you add the phone.
After you add the customer
in the cell of vehicle.
Click in the Find button.
Tutorials: Annex 1 42

Search for a vehicle
Select the type of vehicle
you are looking for.
Click on the button
After that select the
dealership in the Dealer
section.
And select the vehicle
you are looking for.
43
Tutorials: Annex 1

Add a Lead Source and a
Lead Type
After you select the vehicle.
In the option of Lead
Source.
Select the source of how
the customer found out
about the dealership.
And the Lead Type.
Finally, just click in Add
Customer button.
Tutorials: Annex 1 44

After you click the
Add Customer button
this screen will appear
where you can see the
Customer Info and the
Vehicle Info.
To print the formats
needed to complete the
application.
45
Tutorials: Annex 1

Click in the button
and then select the
forms that you need and
click in Print Selected
Annex 2: Add customers to VinSolutions through App.
Download the app Vin-
Connect
Enter Username and
Password
Tutorials: Annex 2 46

Add a Customer
Click in the button and
then select Customers option
Then click in the button
and the option you want it.
47
Tutorials: Annex 2

And then select the option
you want it either Scan
Driver’s License or Manual
Add
Annex 3: Credit Approval
Log into the software
Go to the website of
Dealertrack
Enter Login ID and Password
Click “Login”
Application status of
the customers
In the cells that appear up
in the web-site.
Click in Apps & Contracts
and then to App Status
It will appear a screen with
the customers and their
banks approval of credit.
Tutorials: Annex 3 48

Then in the cells that appear
up in the web-site.
Click in Lenders and then to
Obtain a Payoff Quote
This will show you the next
screen
You search the costumer and
the click on it
When you click on the customer
it will appear the payment,
vehicle and customer
information
49
Tutorials: Annex 3

Annex 4: Delivery Checklist
Delivery Checklist
Annex 5: BDC Script of Satisfaction Call
BDC Script of Satisfaction Call for Sales
Tutorials: Annex 4/ Annex 5 50

Annex 6: Delivery Kit
Box
Autocom’s Key Chain
Autocom’s Logo Pen
Magnet Cellphone
Holder
Annex 7: Enroll Customers in Nissan One to One Rewards via NCAR
Enroll customers in Nissan One
to One Rewards via NCAR
To enroll your customer in NO-
TOR and activate their account
via NCAR, simply click the “Enroll
Now” button after enrolling the
customer in Owner Portal.
They can check their points accumulation
on the www.nissanonetoonerewards.com
site
and see opportunities for discounts.
51
Tutorials: Annex 6/ Annex 7

Autocom Nissan Concord
Autocom Nissan Oakland
Autocom Nissan East Bay
Autocom Nissan Walnut Creek