How To Conduct A Contactless Test Drive

How To Conduct A Contactless Test Drive

In April 2020 AutoPlay released functionality to contactlessly capture customer signatures on T&C's throughout AutoPlayAuto.com.  You can read more about this process HERE.

To run a contactless test drive Dealerships can follow the process outlined below;

BEFORE TAKING A TEST DRIVE
  1. Create a lead as normal as an 'Email' or 'Phone' Lead
  2. Schedule a Calendar Event using the Event Type 'Booked Test Drive' - it's very important that all visitors to the dealership are scheduled and there are no surprise walk ups!
  3. When the customer arrives at the scheduled date and time, greet them at the dealership entrance - making sure to maintain a 2m distance at all times.  Alternatively you could use the built in click-to-call function in AutoPlayAuto.com to call them when they arrive to pass on any instructions required.
  4. Open up AutoPlayAuto.com, find the correct lead check the Customer in using the new 'Check In' functionality on the lead.
  5. Once the customer is checked in you need to create a Test Drive Form - you can do this in advance of the customer arriving physically at the dealership if you would like to save time
  6. The customer can put their licence down on a flat surface to scan (you can use any flat surface or even ask them to hold their licence up to the window to take a photo).  Under Level 3 in NZ all Test Drives must be "click-and-collect" in order to ensure no direct contact is made with a customer.  As such we do not recommend allowing the customer into the dealership, however if a collection point is set up outside the building in the car park a licence scan can be completed whilst still maintaining correct social distancing - this may be the bonnet of the vehicle that is being taken for a Test Drive.
  7. Whilst maintaining a 2m distance approach the drivers licence and take a photo.  Depending on how you take the photo the clarity of the image may or may not be good enough to automatically scan the customers licence details.  If it is not clear enough you will need to return to the photo to populate this information later.
  8. Once you have scanned/photographed the customers Drivers Licence ensure their mobile number is loaded, and click on the SMS Terms button.  You may want to send the customer both the COVID-19 Disclaimer and the Test Drive T&C's - in which case trigger both SMS to the customers mobile.
  9. Within a few seconds the customer will receive a SMS to their own device to read through and scan the T&C's.
  10. Once the customer is happy with the T&C's they need to accept any statements by toggling to 'I AGREE', sign the form and click 'ACCEPT'.
  11. Within a few moments the Test Drive Form will be updated and the customer can complete their test drive.
AFTER TAKING A TEST DRIVE
  1. When the customer has completed the Test Drive make sure to mark the Test Drive Form as 'complete'.  If the customer has physically left the dealership you can click 'YES' when prompted to automatically check the customer out of the dealership.
  2. Access the calendar event for the 'Booked Test Drive' and mark it as 'complete'.  If you have not already checked the customer out from the dealership you will be prompted to do so at this point.
  3. Schedule a follow up call with the customer after a few days to ensure you keep them engaged after their Test Drive.  This will also ensure the lead appears in your dashboard only when you are ready to follow up.
  4. Before closing the lead if you did not previously, click on the 'Check Out' button to confirm that the customer is no longer on the premises.  This is important as it ensures you have an accurate record of all visitors to the dealership in the event that contact tracing is required.
  5. The Test Drive will be showing as 'Not Sanitised' on the Vehicle Registry screen.  At this point on of your Groomers should be checking this screen (and the Appraisals screen) regularly in order to see which vehicle need to be sanitised after a customer has touched the vehicle.  
  6. The Groomer can open up the record and record the vehicle as having been sanitised by signing the 'Vehicle Sanitisation' section on the Test Drive Form.

CONGRATULATIONS!!!  YOU HAVE COMPLETED A SAFE TEST DRIVE WITHOUT EVER COMING INTO DIRECT CONTACT WITH YOUR CUSTOMER.

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