Score Card

Basic Information:

Name:

Gender:

Male Female

Age:

Brand of Visited Dealership:

Name of Visited Dealership:

Date of visit:

Time of visit:

City

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No.	QUESTIONS	CHECK	Comment
1	Can you connect to the dealer homepage promptly?
2	Can you find the location and phone number of the showroom on the dealer homepage?
3	Does the dealer homepage provide information about the spec and option for each model?
4	Does the receptionist answer the phone before 3 rings?
5	Does the receptionist provide his/her name, dealership name, and a welcoming message when you called?
6	Does the receptionist answer the phone with a welcoming tone and in a polite manner?
7	When you ask for a test drive, does the receptionist/sales consultant arrange the test drive at a time that is convenient to you?
	Overall evaluation of first point of contact
8.1	How satisfied are you with the overall first Point of contact stage?
8.2	How do you feel the overall first point of contact stage?

8.3

If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.

No.	QUESTIONS	CHECK	Comments
9	Does the receptionist or sales consultant greet and approach you within 60 seconds when you enter the showroom and guide you in accordance with your needs?
10	Does the receptionist or sales consultant greet you in a friendly and polite manner?
11	Does receptionist and sales consultant have a tidy appearance?
	Greeting / Meet
12	Does the sales consultant offer you his/her business card?
13	Does either the receptionist or sales consultant offer you a beverage (or other refreshments)?
14	When a non-purchasing customer is leaving, does the salesperson ask the customer for further consideration to purchase and make a return visit to the dealership?
15	Is there pleasant background music at moderate volume to enhance showroom atmosphere?
16	Are the showroom temperature and humidity maintained at comfortable level throughout the year according to the local condition?
17.1	How satisfied are you with the overall “greeting” process?
17.2	How do you feel the overall “greeting” process of this dealership?
17.3	(Recommend to answer) If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.
	(2) Identifying customer needs
18	Does the sales consultant ask for your understanding before asking you about your characteristics and needs?
20	Does the sales consultant ask questions about the main user of the car?
21	Does the sales consultant ask you the main usage of the vehicle?
22	Does the sales consultant ask you about your requirements and factors that you consider important when purchasing or thinking about a car?
23	Does the sales consultant give you the answer to your question immediately and encourage you to control the pace in a comfortable mood?
24	Does the sales consultant ask you what you are/were uncomfortable with regarding your previous or current vehicle?
25	Does the sales consultant ask you the other considering model from competing brands?
26	Does the sales consultant ask when you are planning to make the purchase?
28.1	How satisfied are you with the overall “identifying customer needs” process?
28.2	How do you feel the overall “identifying customer needs” process of this dealership?
28.3	(Recommend to answer) If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.
	(3) Vehicle presentation
29	Does the sales consultant explain the (Hyundai) brand?
30	Does the sales consultant explain more than 4 exterior areas of the displayed car? [DO NOT] ask for detailed information before the sales consultant explains about them * If the target model is not on display, please switch to the second or third target model on display (Alternative model lists are already provided)
31	Does the sales consultant explain the strengths of the overall exterior design of the displayed car?
32	Does the sales consultant explain more than 4 interior areas of the displayed car?
33	Does the sales consultant explain the strengths related to the overall interior design of the displayed car?
34	Does the sales consultant explain the strengths related to the driving performance of the displayed car?
35	Does the sales consultant explain the strengths related to the riding comfort of the displayed car?
36	Does the sales consultant explain the strengths related to the active safety system of the displayed car?
37	Does the sales consultant explain the strengths related to the passive safety system of the displayed car?
38	Does the sales consultant create an interactive vehicle presentation process?
39	Does the sales consultant offer you the model with the value and benefit tailored to your needs?
41	Does the sales consultant inform you about the advantages in detail of the selected model compared to competing brands?
42	Does the sales consultant use digital sales devices such as tablet PC for offering or explaining about the car in this stage?
43	Is the sales consultant's movement well- organized when explaining about the displayed vehicle?
44	Does the sales consultant explain the features of the displayed vehicle from your perspective?
45.1	Please rate your impression of the sales consultant’s explanation during the vehicle presentation (1 Question) 1-10 (Difficult to understand - Easy to understand)
45.2	Please rate your impression of the sales consultant’s explanation during the vehicle presentation (2 Question) 1-10 (Provides unnecessary & irrelevant Info. for me - Provides necessary & relevant info. for me)
45.3	How satisfied are you with the overall “vehicle presentation” process?
45.4	How do you feel the overall “vehicle presentation” process of this dealership?
45.5	(Recommend to answer) If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.
	(4) Test drive
46	Does the sales consultant offer you a test drive?
47	Can you take a test drive?
48	Does the sales consultant check your documents for the test drive?
49	Does the sales consultant inform you of the driving route?
50	Does the sales consultant inform you of the driving time?
51	Does the sales consultant attempt to create a comfortable driving condition when you get into the driver's seat?
52	Are test drive cars in a “ready-to-go” condition?
53	Does the sales consultant explain and demonstrate the specific vehicle features during the test drive?
54	Does the sales consultant ask how satisfied you are with the test drive after your test drive?
55.1	Please rate your impression of the sales consultant’s explanation during the vehicle presentation (1 Question) 1-10 (Difficult to understand - Easy to understand)
55.2	Please rate your impression of the sales consultant’s explanation during the vehicle presentation (2 Question) 1-10 (Provides unnecessary & irrelevant Info. for me - Provides necessary & relevant info. for me)
55.3	How satisfied are you with the overall “test drive” process?
55.4	How do you feel the overall “test drive” process of this dealership?
55.5	(Recommend to answer) If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.
	(5) Sales consultation / Negotiation
56	Does the sales consultant recheck your requirements for your purchase? (price, model, option, etc.)
57	Is there a brochure of the models for sale in the showroom?
58	Does the sales consultant explain the options that are available? (ABS, air bag, sunroof, aluminum wheel, etc.)
59	Does the sales consultant explain all available financing methods and make recommendation based on customer needs?
60	Does the sales consultant provide you information about the discounts that are available?
61	Does the sales consultant inform you of the delivery schedule?
62	Does the sales consultant provide you information about the insurance options that are available?
63	Does the sales consultant provide you information about the warranty that is available?
64	Does the sales consultant inform you of the delivery schedule?
65	Does the sales person explain major contractual terms fully to ensure the customer has clear understanding?
66.1	Please rate your impression of the sales consultant’s explanation during the vehicle presentation (1 Question) 1-10 (Difficult to understand - Easy to understand)
66.2	Please rate your impression of the sales consultant’s explanation during the vehicle presentation (2 Question) 1-10 (Provides unnecessary & irrelevant Info. for me - Provides necessary & relevant info. for me)
66.3	How satisfied are you with the overall “sales consultation” process?
66.4	How do you feel the overall “sales consultation” process of this dealership?
66.5	(Recommend to answer) If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.
	(6) Farewell
67	Does the sales consultant accompany you outside the showroom as you leave?
68	Does the sales consultant offer you a brochure, price list and any available information to take away?
69	Does the sales consultant ask you to fill out a customer information card to maintain customer relationship or to induce you to revisit?
70	Does the sales consultant see you off with a smile?
71.1	How satisfied are you with the overall “farewell” process?
71.2	How do you feel the overall “farewell” process of this dealership?
71.3	(Recommend to answer) If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.
	Overall evaluation
72	How satisfied are you with the overall “work process”? [Work process: From greeting to farewell]

No.	QUESTIONS	CHECK	Comment
	(1) Showroom exterior
73	Is the exterior of the building clean?
74	Is the building/showroom visible from the street?
75	Is there a sign on the street that easily directs you to the dealership?
76	Can you park your car in the dealership’s parking area?
77	Is the hours of operation clearly displayed at the showroom entrance?
78.1	How satisfied are you with the overall “showroom exterior”?
78.2	How do you feel the overall “showroom exterior” of this dealership?
78.3	(Recommend to answer)If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.
	(2) Showroom interior
79	Is the overall showroom interior clean?
80	Does the sales department have a reception area?
81	Is there a designated consultation area that is well organized?
82	Is there a designated customer lounge?
83	Is the restroom clean?
84	Is there a designated Brand-Wall?
85	(For 'multi-brand dealer') Does the dealer separate space for Hyundai cars aside from other brands?
86.1	How satisfied are you with the overall “showroom interior”?
86.2	How do you feel the overall “showroom interior” of this dealership?
86.3	(Recommend to answer)If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.
	(3) Displayed vehicle
87	Are the displayed cars are well displayed and clean? (Both exterior and interior of the vehicles)
88	Are spec board and price tag installed for every vehicle displayed?
89	Is the space wide enough to open the car door when you stand between two displayed cars?
90.1	How satisfied are you with the “displayed vehicle” in overall?
90.2	How do you feel the overall “displayed vehicle” of this dealership?
90.3	(Recommend to answer)If you had a significant impression about this stage or have any recommendation to improve it, please share your valuable experience and opinion freely.
	Overall evaluation of the facility
91	How satisfied are you with the overall “facility”? [Facility: Showroom exterior, showroom interior, displayed vehicle]

MS FORM

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