Purchase Preference & Trade‑in Intent

• Are you planning to purchase or lease this vehicle? Options: Purchase (buy), Lease, Undecided / weighing options
• Do you intend to trade in your current vehicle as part of this transaction? Options: Yes — trade-in expected, No — no trade-in, Maybe / undecided, I plan to sell privately

Decision‑makers & Approvals

• Who will sign the final agreement and who else will influence the decision?
• Are there any required approvals or credit conditions that could delay signing? Options: No, none expected, Yes — needs third‑party approval, Yes — credit approval pending, Unsure

Budget & Target Pricing

• Do you have a target out‑the‑door budget range for this vehicle? Options: Under $25,000, $25,000–$40,000, $40,001–$60,000, $60,001–$80,000, Above $80,000, Prefer not to say / undecided
• If you are leaning toward leasing, what monthly payment or lease term would feel right? Options: Prefer purchase, not leasing, Under $300/mo, $300–$500/mo, $500–$700/mo, Flexible / undecided

Timing & Next Steps

• When would you ideally like to take delivery or have the vehicle in use? Options: Within 2 weeks, 2–6 weeks, 6–12 weeks, More than 12 weeks, Flexible / no firm date
• Would you like us to schedule a short planning conversation to confirm options and a trade‑in estimate? Options: Yes — please schedule, Maybe — send more info first, No — not ready yet

Starting Where You Are

• Tell me about the trigger that brought you to consider a new vehicle today.
• How soon would you like to complete a purchase or lease? Options: Same day, Within 1–4 weeks, 1–3 months, 3–6 months, 6+ months
• Who else will be involved in making the final decision? Options: You only, Spouse or partner, Business partner or manager, Fleet administrator, Financial advisor/accountant, Other
• On a typical day, how many miles do you drive and how many passengers do you regularly carry? Describe in practical terms.
• Pick one outcome now, buy, lease, or wait, and explain what would make you go that way. Options: Buy, Lease, Wait, Unsure

How You Use the Vehicle, Day to Day

• Walk me through the last week of driving, which trips mattered most, and what outcomes you needed from the vehicle.
• Describe the most frequent cargo or towing needs you expect to use the vehicle for. Options: No cargo/towing, personal use only, Occasional large items, Weekly heavy cargo, Regular towing, Daily work equipment transport, Other
• Which road types make up most of your driving, and how important are ride comfort and cabin noise to you? Options: Mostly urban stop and go, Mainly highway commuting, Mixed urban and highway, Rural roads and gravel, Regular off-road or work sites
• If range or refueling opportunities became a constraint during a typical day, how would that change your routine or your work?
• What single failure in daily utility would make you walk away from a model immediately? Options: Insufficient cargo or passenger space, Poor fuel economy or EV range, No required towing capability, Unsafe handling or braking, Excessive running or maintenance costs, Other

Money, Trade-In, and Timing—Let's Be Direct

• Would a clear out-the-door price today change your timeline, and if so by how much? Options: Yes, I would buy same day, Yes, within a week, Yes, within a month, No, timeline unchanged
• Which financing or leasing options are you most likely to prefer? Options: Cash purchase, Dealer financing, Bank or credit union loan, Lease, Undecided / want to compare
• Tell me about your current vehicle's ownership status, any payoff or lien balance, and whether you have title on hand.
• Do you plan to trade in your current vehicle, sell it privately, or keep it? Options: Trade in, Sell privately, Keep it, Unsure
• If the trade-in appraisal came in significantly below your expectation, what would you do next? Options: Walk away from the deal, Negotiate overall price, Sell privately instead, Proceed without trade in, Unsure

What You Want from the Drive and Features

• Imagine your ideal drive, which three features must be present for you to stay interested? Options: Advanced driver assist (lane keep, adaptive cruise), Heated and ventilated seats, Third row seating, Towing package, Long bed or cargo bay, All wheel drive, EV range of at least 200+ miles, Fast charging capability, Upgraded infotainment, Other
• How important is total cost of ownership versus monthly payment in your decision? Options: Total cost of ownership is primary, Monthly payment is primary, Both matter equally, Undecided
• Name the real-world trade-offs you are willing to accept, for example less cargo for better efficiency.
• For EVs, what range or charging expectations would make an electric vehicle feasible for your daily routine? Options: Less than 150 miles, 150–250 miles, 250–350 miles, 350+ miles, Only if home charging covers daily needs
• What single feature absence would make you rule out an EV or a gasoline model right away? Options: Insufficient real-world range, No convenient charging access, Lack of required towing or payload, No available seating configuration needed, Missing safety features, Other

What's Getting in the Way Right Now

• Where do you feel the biggest uncertainty in this purchase is coming from, and why?
• When you think about past dealership or sales experiences, what made you cautious or skeptical?
• Are there paperwork, credit, or title issues that could delay or block financing approval? Options: No known issues, Possible credit concerns, Existing lien or payoff complications, Missing title or registration, Unsure
• Describe the one timing constraint that would force you to delay or cancel the purchase.
• Would you walk away if delivery could not be scheduled within your target window? Options: Yes, I would walk away, I might accept a short delay, I would wait if the delay is reasonable, Unsure

What Else Are You Comparing?

• Who else are you seriously considering, and what offerings from them feel most attractive to you?
• Select any alternatives you have evaluated so far. Options: Another franchise dealership, Independent used dealer, Private party purchase, Factory order direct, Online-only retailer or marketplace, Leasing broker, Keep current vehicle
• Name the conditions that would make you stay with your current vehicle or dealer instead of changing.
• Has anyone on your side proposed solving this without an outside dealer, for example selling privately or managing the lease transfer? Options: Yes, we discussed handling it internally, No, we prefer working with a dealer, Unsure
• Explain the one factor that would keep you with a competitor even if they matched price and delivery.

Practical Readiness and Constraints

• List any documents or approvals you think you might struggle to provide that could stop a purchase or lease from completing.
• Select any systems or external portals we will need access to for verification. Options: Your bank lender portal, Employer verification portal, Leasing company's account portal, Trade-in history or vehicle report, Insurance binder or agent contact, DMV or registration records
• Identify the person or role on your side who will provide title, payoff, and insurance details. Options: You, Spouse or partner, Business manager, Fleet administrator, Accountant, Other
• Estimate how long it will take your finance contact to approve credit or return required paperwork. Options: Same day, 1–2 days, 3–5 days, 1–2 weeks, More than two weeks
• What's your fallback if clear title or payoff cannot be produced within two weeks? Options: Delay purchase, Proceed with a contingent agreement, Sell vehicle privately first, Walk away, Unsure

Decision Signals and Next Steps

• Suppose the numbers match your target in a test offer, what would still stop you from signing this week?
• List the top three decision criteria you will use to choose a vehicle and a dealer.
• Identify the stakeholders who must give explicit approval before you can commit. Options: You only, Spouse or partner, Business owner or partner, Fleet manager, Finance or accounting approver, Other
• When do you expect to make a final decision after a satisfactory test drive? Options: Same day, Within a week, Within two weeks, Within a month, Undecided
• Explain the one step that, if completed between now and handover, would make you sign without further negotiation.

• Vehicle Experience Session

• Confirm the current state and its cost
• You confirm the recommended model and trim meets your daily usage and measurable success signals.
• Seller to deliver an out-the-door estimate for the validated configuration including trade-in allowance and available finance and lease options within 48 hours.
• Map your usage to a shortlist
• You confirm the EV or powertrain trade-offs are acceptable given your charging access, range needs, and TCO expectations.
• Seller to check current inventory and reserve a matching unit or provide factory-order timing and expected delivery if none are in stock.
• Walk through EV and powertrain trade-offs using your context
• Buyer to confirm final decision-makers, preferred delivery date, and any non-negotiable features.
• You agree to proceed to a Purchase Scope estimate with a clear timeline and required trade-in and finance inputs.
• Buyer to provide recent photos and mileage of the current vehicle for a preliminary trade-in estimate.
• Show how trim and options change ownership and price
• Validate the recommended configuration
• Agree next commitments to reach Purchase Scope

• Vehicle Experience Session
• Vehicle Experience Deck
• Vehicle Experience Brief

• meeting
• slides
• document

• In-Stock Vehicle Sales and Delivery
• Factory-Order Configuration and Fulfillment
• Trade-In Vehicle Appraisal and Offer
• Test Drive Experience and Demonstration
• Finance Application and Loan Origination
• Lease Structuring and Document Execution
• F&I Product Presentation and Enrollment
• Vehicle Inspection, Prep, and Detailing
• Registration, Titling, and Temporary Plates Processing
• Same-Day Vehicle Delivery
• Electric Vehicle Orientation and Charging Setup Assistance
• Commercial and Fleet Upfit Installation

In-Stock Vehicle Sales and Delivery

• Do you want to take delivery from an in-stock unit already on the lot? Options: Yes, No, Need discussion
• Which model, trim, and exterior/interior color from the vehicle's window sticker (Monroney label) do you require?
• Share the stock number or VIN if you have a specific in-stock vehicle you want reserved.
• Provide any mandatory factory or dealer-installed options from the Monroney label that must be present (for example towing package, tech bundle, tow hitch).
• Confirm your target out-the-door (OTD) price or maximum including taxes, registration, dealer fees, and any dealer-installed accessories.
• When would you prefer pickup or delivery for an in-stock vehicle and what time window works for your DMV or work schedule?

Factory-Order Configuration and Fulfillment

• Are you planning to place a factory order for a build-to-order vehicle? Options: Yes, No, Undecided
• Specify the exact OEM build options, packages, paint code, and interior trim you require on the factory order (list OEM option codes if known).
• Provide your acceptable factory fulfillment lead time in weeks and any firm delivery cutoff dates tied to lease-end or business needs.
• Identify any allocation or priority program codes the order should use (dealer allocation, retail priority) or if you require dealer allocation escalation.
• List external dependencies for a successful factory order (for example a fleet purchase order, corporate PO number, or special finance approval).
• Are there state-specific registration or destination requirements for the factory-delivered vehicle (for example titling state, emissions paperwork, or dealer-issued temporary tags)? Options: Yes, No

Trade-In Vehicle Appraisal and Offer

• Are you planning to include a trade-in as part of this purchase or lease? Options: Yes, No
• Share the trade-in vehicle VIN, current odometer reading, and a brief condition summary noting mechanical issues, interior wear, and exterior damage.
• Select the trade-in title status: clean title, lien held, salvage/rebuilt, or lost title, and indicate the issuing state. Options: Clean title, Lien held, Salvage/Rebuilt, Lost title
• Estimate the current payoff amount if a lien exists and provide the lender name and payoff account reference.
• Confirm which evidence you will accept to validate the agreed trade-in allowance (signed dated photos with odometer, digital appraisal report, printed signed offer letter). Options: Signed offer letter, Dated photos with odometer, Digital appraisal report, Other
• List any accessories or service records to include with the trade-in (two key fobs, owner manual, recent maintenance receipts).

Test Drive Experience and Demonstration

• Would you like a test drive of a specific powertrain or trim (for example turbo engine, hybrid, battery-electric vehicle all-wheel drive)? Options: Yes, No, Need specific configuration
• Identify the real-world scenarios the demo should reproduce (highway towing, city commute with stop-and-go, long-range EV route with DC fast charging stops).
• State a preferred route or drop-off location and note any performance items to validate during the drive (adaptive cruise, towing stability, regen braking feel).
• Specify the safety and convenience checks you want completed during the demonstration (ADAS calibration status, infotainment pairing, seat fit for driver).
• Name the primary driver for the test drive and indicate the issuing state of the driver's license.
• Describe any accessibility or mobility accommodations required for the demo vehicle (running boards, swivel seat, hand controls).

Finance Application and Loan Origination

• Are you applying for financing through in-dealership lenders or will you use an external preapproval? Options: In-dealership lenders, External preapproval, Undecided
• Select acceptable loan terms and down payment ranges you want quoted (choose all that apply: 36, 48, 60, 72 months and down payment bands). Options: 36 months, 48 months, 60 months, 72 months, Down payment: <$1,000, Down payment: $1,000-$3,000, Down payment: >$3,000
• Indicate your estimated credit score range and list any recent credit events that could impact loan approval (for example recent delinquency or bankruptcy discharge date). Options: 300-579, 580-669, 670-739, 740-799, 800+
• State any third-party payoff authorization details needed to process a current vehicle lien (lender contact, payoff letter date, required payoff format).
• Will you request dealer-arranged financing rate comparison to an external preapproval during finalization? Options: Yes, No, Compare if competitive
• Describe any employer or association-based financing programs to apply (fleet account number, corporate discount code).

Lease Structuring and Document Execution

• Select your preferred lease structure: closed-end, open-end, single-pay, or conditional buyout. Options: Closed-end, Open-end, Single-pay, Conditional buyout
• Specify the lease term in months, annual mileage allowance, and the handling preference for excess mileage at turn-in (prepaid, pay-per-mile, buyout).
• Indicate a target residual percentage or a maximum monthly payment you want used for lease quotes.
• Describe any wear-and-tear or lessee protection requirements you need written into the lease agreement (tiered wear guidance, complimentary first service).
• Identify the documents your authorized signer will bring to execute the lease (photo ID, proof of insurance with VIN, current registration, proof of residence).
• Choose how you want early termination or lease transfer handled if required (dealer-facilitated transfer, early termination fee schedule, transfer not allowed). Options: Dealer-facilitated transfer, Early termination fee schedule, Transfer not allowed

F&I Product Presentation and Enrollment

• Would you like to review F&I product options (extended warranty, GAP, prepaid maintenance) prior to signing so you can compare with external providers? Options: Yes, No
• Select the categories of F&I products you are open to discussing: extended warranty, GAP insurance, tire/wheel protection, prepaid maintenance. Options: Extended warranty, GAP insurance, Tire/wheel protection, Prepaid maintenance, Key protection
• Specify if you require bundled pricing or itemized pricing for each F&I product on the final contract (bundle all products vs itemize per product). Options: Bundle pricing, Itemized pricing
• Indicate whether you want monthly payment inclusion for selected F&I products or a one-time add-on to the OTD price. Options: Include in monthly payment, One-time add-on to OTD price, Undecided
• Describe any prior warranty coverage or existing service contracts you need considered when quoting extended warranty terms.
• List any required disclosures or waiting periods you need documented for F&I enrollments (for example cancellation window, refund policy).

Vehicle Inspection, Prep, and Detailing

• Do you require a dealer-completed inspection checklist and photo report before final delivery? Options: Yes, No
• Identify the specific prep items that must be completed prior to handover (fluid top-off, ADAS calibration check, tire pressure set to OEM spec).
• Specify any cosmetic detailing standards you require for exterior and interior finish (scratch removal, paint touch, interior shampoo standard).
• Indicate whether third-party inspection or a PDI (pre-delivery inspection) with VIN verification is required on the prep report. Options: Dealer PDI with VIN, Third-party inspection, No PDI required
• What defines done for vehicle prep and what evidence will you accept as final sign-off (completed checklist with technician initials and time-stamped photos)? Options: Completed checklist with initials, Time-stamped photos, Final PDI report, All of the above
• Describe any special handling requirements for new EV battery conditioning, inverter programming, or software update installation prior to delivery.

Registration, Titling, and Temporary Plates Processing

• Which state will the vehicle be registered in and are there any special county or jurisdictional requirements for titling?
• List the documents you will provide at signing for registration and titling (proof of insurance with VIN, valid photo ID, proof of residency, lease or purchase agreement).
• Indicate whether you need dealer-issued temporary plates or if you will use your own temporary registration paperwork. Options: Dealer-issued temporary plates, Buyer-provided temporary registration, Other
• Specify any special titling instructions such as fleet/business name, LLC, or individual owner on the title and provide the exact legal name to appear.
• Identify any emissions, weight, or commercial vehicle inspections required before registration in your state or county.
• Describe desired delivery of registration paperwork (hand-carried at delivery, mailed after registration, or electronic copies uploaded to your account). Options: Hand-carried at delivery, Mailed after registration, Electronic copy upload

Same-Day Vehicle Delivery

• Are you requesting same-day delivery from the time of contract signing and documentation completion? Options: Yes, No, Subject to credit/clearance
• Provide the preferred delivery address and any access constraints (gated community instructions, business hours for commercial delivery).
• Identify the payment and proof-of-insurance methods that must be confirmed at delivery (cleared funds, cashier's check, electronic payment plus insurance binder with VIN). Options: Cleared funds, Cashier's check, Electronic payment, Insurance binder with VIN
• Specify any acceptance requirements for the delivery handover (signed delivery receipt, OBD check code, completed F&I enrollment).
• What acceptance criteria will confirm successful same-day delivery (signed delivery receipt, proof of insurance, and cleared final payment)? Options: Signed delivery receipt, Proof of insurance, Cleared final payment, All of the above
• When will you be available on the delivery date for the final walk-through and handover (provide specific time windows)?

• Purchase Agreement
• Trade-In Allowance Confirmation
• Finance or Lease Agreement
• Optional Products & Add-Ons Agreement
• Payment Authorization & Deposit Receipt
• Odometer Disclosure & Title Assignment
• Final Disclosures & Statutory Acknowledgement

• Delivery Health Check (week 1-4)
• 30-Day Ownership Outcomes Review (weeks 4-10)
• 90-Day Ownership Review and Ongoing Service Cadence

• Publish a one-page ownership guide in the shared channel with warranty, service, and contact information for quick reference.
• Present 30-day outcomes
• Determine whether the post-delivery satisfaction score and delivery-related issue count indicate acceptable outcomes or require remediation.
• Agree resolution owners and firm target dates for all open delivery-related issues.
• Document each open delivery-related issue in the shared channel with a target resolution date and next step.
• Circulate the 30-day outcomes summary and the agreed remediation plan to the buyer via the shared channel within 48 hours.
• Confirm insurance and registration records are complete, or list outstanding items and expected receipt dates.
• Review 90-day outcome metrics
• Confirm the 90-day customer satisfaction score and average time-to-resolution are acceptable or document required escalations and remediation timelines.
• Establish a sustainable ongoing service and communication cadence for the buyer, including maintenance reminders and warranty support steps.
• Set the calendar for quarterly ownership check-ins and publish the schedule in the shared channel.
• Escalate any unresolved issues older than 30 days to the warranty escalation path and document expected resolution milestones.
• Reconfirm delivery commitments and owners
• Confirm the vehicle handover is complete or document the exact outstanding items and owners.
• Ensure any immediate delivery defects or missing documents have owners and target resolution dates.
• Deliver any corrected or missing paperwork to the buyer and confirm receipt within three business days.
• Schedule a service appointment or paperwork correction slot within seven calendar days for any reported defects.
• Complete final trade-in reconciliation and communicate the finalized allowance to the buyer within five business days.
• Root-cause diagnosis for gaps
• Performance and EV-specific experience check
• Validate physical delivery and documentation
• Warranty, service, and recall status
• Early buyer experience signals
• Persistent issues and trend analysis
• Confirm ongoing service cadence and reminders
• Backlog review and resolution timeline
• Open issues triage
• Close or escalate remaining remediation items
• Agree immediate remediation actions
• Confirm shared support channel and escalation path