COVID-19 Safety Protocol

Sales Department Process

How to handle a sales transaction properly every time, every day, every customer!

All customer traffic will be directed to enter the building through the front entrance of the showroom. The customer can check in with our sales department while maintaining a minimum of six feet of distance from any employee. The greeting employee will stay 6 feet away from the customer at all times (6-foot rule). The employee will check the customer into their appointment via their mobile device while maintaining the six-foot rule. The customer will be directed to the designated sales consultation area located in the showroom. Due to spacing policies, only two customers will be allowed in the showroom at any given time.

Once the customer has selected a vehicle, the employee will pull the vehicle onto the delivery area, open the vehicle, and sanitize all touchpoints (steering wheel, seats, door handle, and keys). During this time, the customer should remain in the designated sales consultation area on the showroom. Once the vehicle is ready for customer viewing, the salesperson will direct the customer to the delivery area to inspect the vehicle, and if desired, take a self-guided test drive. The customer will be instructed to return the vehicle to the delivery pad upon completion of the test drive. Upon returning, the customer will be greeted and directed back to the designated sales consultation area in the showroom.

All sales negotiations will be completed in the designate sales consultation area. For privacy, the customer will be directed to our online credit portal to submit any personal information. If the customer wishes to purchase the vehicle, they will be provided a designated area to wait and abide by the 6-foot rule. After a purchase agreement has been made, sales documents will be left in a designated finance area so the customer can sign and formally purchase the vehicle. The customer will then return to the original designated area, and their {{}} representative will get all documents finalized.

For delivery of the vehicle purchased, the dealer will have the vehicle cleaned and sanitized with all keys and touchpoints wiped down and ready to drive away in our delivery area. After a customer has taken possession of the vehicle abiding by 6-foot rule, we will set an appointment in 2 weeks for re-delivery to explain all features.
If the customer does not purchase the vehicle, the concierge will then instruct our vehicle detail and sanitation department to sanitize the vehicle and place it back in its proper display location.

Service Department Process

When a customer enters the service drive, they will be greeted with the 6-foot rule. At that point, the customer will be instructed to exit the vehicle and leave the keys inside. The customer will be shown to a specified service waiting area. We ask all customers to please stay in their designated area while they wait to ensure we maintain the six-foot rule. We will then sanitize the customer touchpoints of the vehicle. Service work will be completed by one of our trained technicians, and after work has been completed, the vehicle will be sanitized before the customer takes delivery.

All dealership areas will have hand sanitizer available and wash station with hand soap available. All non-essential areas will be discontinued during this time. (I.E., Coffee Bar, Snack Stations)

All areas that would normally encourage people to gather will be monitored during this time, enforcing the 6-foot rule. Customers will be asked to remain in their designated seating area until called by their service advisor to take re-delivery of their vehicle.

We have implemented the following:

  • We have increased our everyday cleaning and sanitizing procedures by disinfecting the dealership twice a day, once in the morning and once at night.
    We are frequently wiping down the interior of vehicles in the showroom and demos before/after test drives.
  • We are treating customer vehicles brought in for service the same way – disinfecting them before/after technicians diagnose and repair them.
  • We are disinfecting our loaner fleet vehicles before/after every use.
  • We have added hand sanitizer stations and disinfecting wipes throughout the dealership.
  • We are not allowing handshaking and physical contact.
  • We have required our staff to engage in good hygiene by frequently washing their hands with soap and hot water for at least 20 seconds.
  • We have distributed critical information to staff members to help prevent communicable sicknesses throughout the dealership; we are also instructing employees who feel ill to stay home and consult their healthcare providers.
  • Our customers’ and employees’ health, safety, and wellbeing are a top priority at our dealership. Now, more than ever, we are committed to maintaining a safe environment for everyone who walks through our doors.

The safety and health of our employees and customers is always a top priority. We want you to be aware of the actions our dealership is taking as the Coronavirus disease (COVID-19) becomes a bigger point of discussion in our daily lives.

Thank you for your cooperation during these unprecedented times. With these procedures, we can continue to service our customers and employees and keep everyone as safe as possible.

Thank you,
Tim Capps