Tell me about your current ride — the easy stuff to get us started

• What vehicle are you driving today (make, model, year)?
• Roughly how many miles do you drive in a typical year? Options: Under 6,000, 6,000–12,000, 12,000–18,000, 18,000–25,000, Over 25,000
• Why are you starting this car search now? Options: Lease is ending, High mileage/maintenance, Growing family/needs changed, Business needs, Want newer tech (EV/hybrid), Other
• How do you feel about your current vehicle right now—what do you like or dislike most?
• Do you already have a timeline in mind for making a decision or taking delivery? Options: This week, Within 30 days, 1–3 months, 3–6 months, No firm timeline

What’s driving you to consider a change — and is it urgent?

• If you could wave a magic wand, what single frustration with your current transportation would vanish first?
• How often does that frustration actually disrupt your day—daily, weekly, or only on rare occasions? Options: Daily, Weekly, Monthly, Rarely
• When this problem pops up, who else in your life or business notices or feels the impact? Options: Spouse/partner, Children, Employees/colleagues, Clients, Just me, Other
• What have you tried so far to fix or work around this issue?
• If nothing changes, what’s the worst realistic outcome you worry about over the next 12 months?

Who really holds the keys — decision roles and influence

• Who will be involved in the final decision and what role does each person play?
• How do the people influencing the decision usually prefer to be involved—researching online, test driving, or approving budget only? Options: Research online, Attend test drive, Approve finances only, Provide informal input, Not involved
• If this purchase is for a small business, who signs the paperwork and who uses the vehicle day-to-day? Options: Owner signs, employee uses, Owner signs and uses, Partner signs, shared use, Other, Not a business purchase
• How quickly would you say decision-makers need the car—are there external deadlines (trip, job change, lease turn-in)?
• Who else outside your household (accountant, fleet manager, financial advisor) do you expect to consult before deciding? Options: Accountant, Financial advisor, Fleet manager, No one, Other

Money matters — what terms actually feel comfortable to you?

• When you picture the monthly payment you’d be comfortable with, what number comes to mind (approx)?
• Are you leaning toward buying or leasing right now—and why does that feel right? Options: Buying (finance/cash), Leasing, Undecided, Depends on offer
• How important is having the lowest possible monthly payment vs. owning the vehicle outright at the end of the term? Options: Lowest monthly is most important, Balance of monthly and ownership, Owning is most important, Unsure
• Do you plan to put money down, trade equity, or prefer $0 down? If you know an amount, please specify. Options: $0 down, Up to $1,000, $1,000–$3,000, $3,000–$6,000, More than $6,000, Not sure
• How important is the ability to compare our financing/lease terms to your bank or credit union before signing? Options: Very important, Somewhat important, Not important, I’ll already have approval
• Are there any credit considerations we should be aware of to tailor realistic options (e.g., bankruptcy history, recent loan, score range)? Options: Excellent (750+), Good (700–749), Fair (650–699), Poor (<650), Prefer not to say, Specific issue to explain

What would your perfect vehicle actually feel like — beyond badges and trim

• If you could design the ideal vehicle for your life, what three things must it absolutely have?
• Which features are negotiable or nice-to-have rather than deal-breakers?
• How do you expect to use the vehicle most often—commute, family trips, towing, city driving, business deliveries, or something else? Options: Commute, Family trips, Towing/hauling, City driving/errands, Business deliveries, Mixed use, Other
• How important is electric or hybrid capability to you right now? Options: Essential — must be EV/Hybrid, Preferred but not required, Not interested, Open to learning more
• Are there specific brands, models, colors, or trims you’re drawn to—and why?
• What worries you most about owning this type of vehicle (range, maintenance cost, resale, reliability, charging availability)? Options: Range/charging, Maintenance cost, Resale value, Reliability, Insurance cost, Other

Trade-in: should it be a helpful credit or a painful surprise?

• Tell me about your current vehicle’s condition—interior, exterior, any accidents or major repairs? Options: Excellent condition, Good with minor wear, Visible cosmetic wear, Mechanical issues, Accident history
• Do you owe money on your current vehicle? If so, do you know the payoff amount? Options: No loan – owned outright, Yes – know payoff amount, Yes – unsure payoff, I’m not sure
• What outcome would you prefer from a trade-in — maximum cash, fastest convenience, or best tax/finance credit? Options: Max cash (private sale), Convenience (dealer trade-in), Max trade-in credit on purchase, Unsure, want advice
• Would you be comfortable sharing recent photos or a short video of your vehicle to speed an accurate estimate? Options: Yes, photos/video ready, Can provide soon, Prefer an in-person appraisal, Not comfortable
• If trade-in value comes in lower than expected, would you consider adjusting configuration, financing, or timeline to bridge the gap? Options: Yes, flexible, Maybe with options, No, would walk away, Depends on amount

Delivery and timing — what would feel reliable and non-negotiable?

• Do you have a hard deadline for needing the vehicle (end of lease, trip, job start)? If so, when? Options: This week, Within 2 weeks, Within 30 days, 1–3 months, No deadline
• Would you be willing to accept a factory-ordered vehicle if it meant getting exactly the configuration you want, knowing it may take longer? Options: Yes, prefer exact configuration, Maybe if wait is reasonable, No, need in-stock only, Unsure
• How do you prefer delivery to happen—same-day pickup, scheduled handoff, home delivery, or dealer drop-off? Options: Same-day pickup, Scheduled handoff, Home delivery, Dealer drop-off, Pick whichever is fastest
• Are there any windows of time or logistical issues (work hours, childcare, travel) we must work around?
• If paperwork or credit approval takes extra time, how would you like us to communicate updates (text, call, email, portal)? Options: Text, Call, Email, CustomerNode portal, Combination

What would make this feel like a genuinely fair, pressure-free experience?

• Think of a buying experience that felt uncomfortable—what specifically caused that feeling?
• Which of these would build your trust most quickly with a dealer: transparent out-the-door pricing, third-party comparisons, clear trade-in math, or having a no-pressure advisor? Options: Out-the-door pricing, Third-party comparisons, Clear trade-in math, No-pressure advisor, All of the above
• How involved do you want the salesperson to be during the process—hands-on advisor, background support, or minimal involvement? Options: Hands-on advisor, Collaborative partner, Background support, Minimal involvement
• What kind of documentation or proof do you want up front to feel confident (fee breakdown, finance illustrations, vehicle history)? Options: Fee breakdown, Payment illustrations, Vehicle history report, Warranty details, Trade-in estimate
• Are there any absolute deal-breakers or lines we must not cross for you to proceed?

Ready to take the next step — what would make it easy to move forward?

• On a scale of readiness, where are you today: just exploring, comparing offers, ready to buy/lease with the right deal, or ready to sign now? Options: Just exploring, Comparing offers, Ready with right deal, Ready to sign
• What documents or pre-approvals could you provide to accelerate the process (ID, proof of insurance, recent paystub, bank pre-approval)? Options: ID, Proof of insurance, Recent paystub, Bank pre-approval, Title/registration for trade-in, None ready
• When would be the best times for a test drive and appraisal in the next week? Options: Morning, Midday, Afternoon, Evening, Weekend
• What’s the best way for us to reach you with personalized options (phone, text, email, CustomerNode messages)? Options: Phone call, Text message, Email, CustomerNode messages, Any
• Is there anything else you'd like us to know before we prepare tailored options and next steps?

• Pre-Test-Drive Alignment
• Test-Drive Experience & Live Validation
• Buy vs Lease Financial Validation
• Configuration Finalization & Delivery Readiness

• Confirm F&I and contract appointment times and prepare provisional OTD paperwork reflective of agreed terms.
• If gaps exist, identify alternative inventory or generate a factory-order spec and timeline.
• Schedule the Buy-vs-Lease Financial Validation meeting (or a follow-up drive) with required documents to run preliminary quotes.
• Recap Test-Drive Evidence & Desired Outcome
• Deliver an apples‑to‑apples comparison that makes the financial consequence of each option obvious.
• Obtain a provisional customer preference (buy or lease) or a clear list of open questions to resolve.
• Agree next steps to operationalize the decision (credit pull, paperwork appointment, or alternative quotes).
• Run a soft-credit analysis and lock applicable money factors/rates to convert models into binding offers.
• Prepare two OTD proposal documents (buy and lease) reflecting agreed inputs and send to the customer for review.
• If customer selects lease, calculate and document allowable mileage and end-of-term considerations; if buy, prepare finance package options.
• Confirm Final Vehicle Selection & Config
• Lock the exact configuration or inventory allocation needed to deliver the agreed future state.
• Agree a realistic trade-in range and identify actions to firm the appraisal.
• Establish a delivery timeline, required documents, and owners so the process can move to contract with no surprises.
• Reserve the in‑stock unit or submit the factory order with confirmed specs and estimated delivery dates.
• Schedule trade-in appraisal appointment and list any photos/documents the customer should provide to support the valuation.
• Introductions & Meeting Objective
• Capture a single, unambiguous current-state sentence to anchor the experience.
• Surface the concrete consequence of not solving the problem (time, cost, risk) in customer language.
• Agree on measurable test‑drive success criteria and the vehicles to validate them.
• Confirm participants, timing, and required vehicle prep so the live experience can start promptly.
• Record and save the one‑sentence current state and consequence into the customer record for use during the test drive.
• Prepare the specified vehicle(s) with required fuel/charge and a checklist of test scenarios.
• Send test‑drive plan and success criteria to all participants and confirm timing.
• Orientation & Success Criteria Recap
• Produce concrete, customer-phrased validation (or rejection) of how the vehicle addresses the defined problem.
• Capture quantified evidence (ratings, examples, or metrics) that prove future-state improvements.
• Identify any configuration gaps and decide whether an in-stock unit or factory-order is required.
• Agree the immediate next step: financial validation, configuration meeting, or repeat experience.
• Enter test-drive ratings, verbatim customer quotes, and any configuration change requests into the customer journey record.
• Confirm Inputs (credit range, mileage, trade-in, down payment, term preferences)
• Guided Driving Scenarios (city, highway, parking, towing/hauling, EV-range as applicable)
• One‑Sentence Current State
• Trade‑In Valuation & Condition Assumptions
• Delivery Timing, Fees, and Service Preparation
• Explicit Consequence
• Side‑by‑Side Financial Models (OTD for buy vs lease)
• Live Symptom Validation & Evidence Capture
• Assign Owners & Paperwork Flow
• Define Future State & Success Criteria
• Trade-Offs & Dealability Discussion
• Sensitivity Scenarios & Break‑Evens
• Decision & Agreement on Path
• Final Validation & Go/No-Go
• Test‑Drive Plan & Roles
• Immediate Next‑Step Check

• Publish Transparent Out-the-Door Price Quote
• Reserve Vehicle from Live Inventory
• Conduct On-Site Trade-In Appraisal
• Process Credit Application and Finance Approval
• Structure Lease Terms and Calculate Payments
• Present F&I Products and Enroll
• Perform Test Drive and Vehicle Walkaround
• Execute Purchase or Lease Documents
• Perform Pre-Delivery Inspection and Detailing
• Install Dealer Accessories and Vehicle Upfits
• Complete Title, Registration, and Plate Filing
• Deliver Vehicle Same-Day with Handover Orientation
• Provide 30-Day Trade-In Value Guarantee

Publish Transparent Out-the-Door Price Quote

• Should the out-the-door quote include taxes, title, registration, and dealer documentation fees? Options: Yes, No
• Which fees do you want itemized vs. consolidated on the quote? Options: Taxes, Title/Registration, Documentation Fee, Dealer Prep, Dealer Accessories, Other
• Do you require the quote to show applied incentives, rebates, and dealer discounts explicitly? Options: Yes, No
• Should the platform compare the OTD quote to market benchmarks or competitor offers automatically? Options: Yes, No
• How long should a published OTD quote remain valid for the customer? Options: Same-day only, 24 hours, 3 days, 7 days, Custom
• Do you want the quote exported as a customer-facing PDF with terms and digital e-sign capability? Options: Yes, No

Reserve Vehicle from Live Inventory

• Do you want customers to reserve vehicles online with an optional deposit? Options: Yes, No
• What deposit types are acceptable to secure a reservation? Options: Credit card hold, Refundable deposit, Non-refundable deposit, No deposit required
• How long should a reservation hold the specific VIN before release? Options: 2 hours (appointment window), Same-day, 24 hours, 72 hours, 7 days, Custom
• Should reservations synchronize automatically with your DMS/inventory system to block the unit? Options: Yes, No
• Do you require verification (VIN, color, packages) be confirmed with the customer when reserving? Options: Yes, No
• If the exact config is not in stock, do you allow creating a factory order reservation and what ETA threshold is acceptable?

Conduct On-Site Trade-In Appraisal

• Should the appraisal produce a formal written offer or a non-binding estimate? Options: Formal written offer, Non-binding estimate
• Which valuation sources should be used (select all that apply)? Options: KBB, NADA, Manheim Market Report, Local Dealer Retail, Custom Pricing Matrix
• Do you require a standardized inspection checklist with photos attached to the appraisal record? Options: Yes, No
• Will appraisal process handle lien payoff verification and coordination? Options: Yes, No
• Are there condition or mileage exclusions that would void the appraisal (specify details)?
• Do you want to offer a guaranteed trade-in value for a set period following appraisal? If yes, specify duration. Options: Yes, No

Process Credit Application and Finance Approval

• Should the platform support soft-credit prequalification, hard-pull credit applications, or both? Options: Soft pull only, Hard pull with consent, Both (customer choice)
• Which lender types should be included in submissions (select all that apply)? Options: Captive OEM Finance, Banks, Credit Unions, Buy-here-pay-here / In-house, Other
• Do you require instant (automated) credit decisions where available? Options: Yes, No
• What supporting documents must be uploaded by the applicant? Options: Driver license, Proof of income (pay stubs), Proof of residence, SSN/Tax ID, Vehicle ownership docs, Other
• Will you accept co-applicants or guarantors on applications? Options: Yes, No
• Are special finance programs required (e.g., military, recent grad, commercial/fleet)? Specify programs.

Structure Lease Terms and Calculate Payments

• Which lease term lengths should be offered to customers? Options: 24 months, 36 months, 39 months, 48 months, Custom
• What annual mileage allowances should be standard offerings? Options: 10,000/yr, 12,000/yr, 15,000/yr, Unlimited, Custom
• How should taxes and fees be handled for monthly payments (included, paid up-front, capitalized)? Options: Included in monthly payment, Paid at signing, Capitalized into lease, Customer choice
• Will you require a security deposit or specified drive-off amount for leases? Options: No drive-off / DAS only, Security deposit required, Cap cost reduction allowed, Customer choice
• Do you offer lease-end protection or wear-and-tear packages to be quoted with payments? Options: Yes, No
• Are residual value guarantees, balloon options, or early-termination terms part of the standard lease structures? Provide details if applicable.

Present F&I Products and Enroll

• Which F&I products should be available for presentation (select all that apply)? Options: Extended Warranty, Maintenance Plan, GAP Insurance, Tire & Wheel Protection, Anti-Theft / Appearance, Other
• Should prices for F&I products be displayed as flat-rate or percentage-based options? Options: Flat-rate, Percentage-based, Mixed
• Do you require an opt-in, no-pressure flow that allows customers to decline products digitally? Options: Yes, No
• Are state or OEM regulatory disclosures required to be shown and captured during enrollment? Options: Yes, No
• Should product bundling discounts be available when multiple F&I products are selected? Options: Yes, No
• Do enrollments need to be integrated with third-party warranty or service providers for immediate activation? Provide integration requirements if any.

Perform Test Drive and Vehicle Walkaround

• Are test drives appointment-only or do you allow walk-up test drives? Options: Appointment-only, Walk-up allowed, Both
• What driver verification is required prior to a test drive? Options: Valid driver license, Proof of insurance, Age minimum (specify), Other
• What maximum duration or distance should be allowed for a standard test drive? Options: 15 minutes / on lot, 30 minutes, 60 minutes, Customer route allowed, Custom
• Do you require a standardized walkaround checklist (features demo, damage documentation, safety items) captured and stored? Options: Yes, No
• Do you offer extended test drives or demo-loan programs and how should eligibility be determined? Options: Yes, No
• What feedback fields should be captured after the test drive (e.g., comfort, range, performance, purchase intent)?

Execute Purchase or Lease Documents

• Should all purchase/lease documents be available for e-signature prior to delivery? Options: Yes, No, Partial (some docs)
• Which specific documents must be present and signed at closing (select all that apply)? Options: Purchase Agreement, Lease Agreement, Odometer Disclosure, Trade-in Bill of Sale, Warranty/Service Contracts, Other
• Do you require pre-filling and validation of documents before the customer's appointment to reduce time at signing? Options: Yes, No
• Who must be present to sign (co-buyer, guarantor, power of attorney)? List required signatories.
• Are notary or witness services required for any documents in your jurisdiction? Options: Yes, No
• Which payment methods will be accepted at signing (select all that apply)? Options: Cash, Credit/Debit Card, Wire Transfer, Certified Check, Financing/Loan

Perform Pre-Delivery Inspection and Detailing

• Which PDI checklist items are mandatory before delivery (select all that apply)? Options: Mechanical check, Electrical systems, Tires & brakes, Fluids & filters, Software and firmware updates, Interior/exterior damage check
• Do you require photos and a signed PDI report stored on the customer's record? Options: Yes, No
• Is a standard detailing package included or offered as an upsell prior to delivery? Options: Included, Optional add-on, Not offered
• Are any OEM or dealer-specific software configurations (e.g., EV charging profile, connected services) required during PDI? Options: Yes, No
• What timeline between PDI completion and scheduled delivery is acceptable? Options: Same-day, 24 hours, 48 hours, Custom
• Who is the accountable owner for completing and signing off the PDI (role or name)?

Install Dealer Accessories and Vehicle Upfits

• Do you offer dealer-installed accessories/upfits as part of the sale? Options: Yes, No
• Which common accessories should be available to select during ordering (select all that apply)? Options: All-weather mats, Towing package, Running boards/side steps, Roof racks, Window tint, Other
• Is accessory installation performed in-house, by a third-party vendor, or factory-installed? Options: In-house, Third-party installer, Manufacturer-installed
• How should upfit lead-times be presented to customers (same-day, 24-72 hours, 1 week, 2+ weeks)? Options: Same-day, 24-72 hours, 1 week, 2+ weeks, Customer choice
• Should upfit costs be included in the OTD price or billed separately at pickup/delivery? Options: Included in OTD, Billed separately at delivery, Customer choice
• Do installed accessories require separate warranties or documentation to be issued at delivery? Options: Yes, No

• Out-the-Door Price Confirmation
• Trade-in Acceptance & Payoff Authorization
• Deposit / Reservation Receipt
• Retail Purchase Agreement (RISC)
• Lease Agreement
• Finance Disclosure & Truth-in-Lending Consent
• F&I Products & Add-On Selections
• Statement of Work (Delivery & Preparation SOW)
• Vehicle Condition Acknowledgement & Final Walkaround
• Title, Registration & Insurance Authorization
• Electronic Signature & Document Delivery Consent
• Mutual Readiness & Execution Authorization

• 48-Hour Delivery Check-In
• Service & Warranty Enrollment Session
• Post‑Sale Issue Triage & Resolution
• 30/90‑Day Ownership Review & Enhancement Capture
• Small Business / Fleet Owner Optimization Check

• Drive loyalty actions (survey, referral, review) for highly satisfied customers.
• Issue Summary & Severity
• Establish a clear diagnosis path and mutually agreed remedial actions.
• Assign accountable owners and set realistic ETAs for repair or escalation.
• Ensure the customer feels heard and has a predictable communication plan.
• Book diagnostic appointment and reserve any expected parts or technician time.
• Escalate to OEM support if warranty/core component issue suspected.
• Provide customer with loaner or mobility assistance where applicable.
• Usage & Satisfaction Check
• Validate sustained satisfaction and capture any latent issues before they escalate.
• Document enhancement requests and convert to quotes or scheduled installs where appropriate.
• Introductions & Purpose
• Provide formal quotes and scheduling options for requested accessories or enhancements.
• Send a short satisfaction survey and invite to leave a review if rated highly.
• Create follow-up reminders in CRM for any unresolved issues or scheduled installs at 60/120 days.
• Business Use Review
• Confirm the vehicle supports the customer's business requirements and identify any shortfalls.
• Present and, if desired, enroll customer in telematics or priority fleet service programs.
• Set up a maintenance and billing cadence that aligns with business operations.
• Initiate a telematics trial or send detailed fleet program proposal.
• Configure priority service scheduling and add billing preferences to the account.
• Prepare a brief operational report (utilization, downtime risks) and share with the customer.
• Confirm customer reports no delivery defects and is satisfied with the handover.
• Identify and triage any immediate vehicle issues with clear owners and ETAs.
• Ensure customer has access to digital documents and owner resources.
• Open a service ticket for any reported defects and schedule first available appointment.
• Send digital copies of all delivery paperwork and quick-start guides to the customer.
• If needed, arrange a loaner vehicle and confirm pickup/drop details.
• Coverage Recap
• Customer has selected and signed for the chosen warranty/maintenance products.
• Customer understands coverage scope, claims process, and any payment implications.
• First maintenance appointment is scheduled and customer is set up in the owner portal.
• Process enrollment with the provider and send confirmation/plan documents to the customer.
• Create first service appointment in service management system and send calendar invite.
• Add warranty/maintenance details to the CRM customer record.
• Feature & Performance Feedback
• Fact Gathering & Evidence
• Options & Benefits
• Delivery Experience Confirmation
• Uptime & Maintenance Needs
• Enhancement Opportunities
• Initial Vehicle Check
• Diagnostic Plan & Options
• Cost, Terms & Comparison
• Telematics & Fleet Services Overview
• Owners, Timelines & Commitments
• Service & Maintenance Reminder
• Billing & Expense Integration
• Enrollment & Sign-off
• Paperwork & Digital Access
• Immediate Next Steps
• First Service Scheduling & Owner Tools
• Loyalty, Referral & Next Steps
• Next Steps & Program Enrollment
• Customer Expectations & Communication Cadence
• Document Delivery