_TERMS_AND_CONDITIONS__

MISSION & COMMITMENT
Treating every customer as we would our best friend.

• We practice teamwork and treat each other with the same respect we afford our family and best friends.
• Extending genuine courteous care towards our customers to ensure their return, is our highest mission.
• We greet every customer with a smile, speaking to them in a warm and friendly manner. We use their names as often as possible, using appropriate vocabulary while avoiding slang and automobile industry jargon.
• We thank our customers for their business and bid them a fond farewell. We aim to make the last impression of the dealership warm and positive.
• We strive to anticipate the customer's needs and be flexible in responding to them. We practice proactive customer service. We are empowered and entrusted to handle customer needs and problems to the best of our ability, seeking assistance if needed. We think of creative ways to say "YES". We want to "wow" all of our customers.
• We are knowledgeable about our jobs, our products and our services. We take advantage of all training courses required for our positions.
• Any team member who receives a complaint "owns" the complaint. We do everything in our power to satisfy our customers 100%. We follow through to ensure the customer is completely satisfied.
• We take responsibility to learn and honor our customers' preferences so we can personalize their service.
• We always recognize repeat customers.
• We take pride in our facilities, maintaining a clean and uncluttered environment and report any and all defects in the dealership.
• We are advocates of our dealerships and franchises; we avoid negative comments and complaints. We express workplace concerns in a constructive manner.
• We escort customers to their destination within our dealerships, we do not "point them in the direction". When this is not possible, we at least take them the first three steps.
• We use telephone etiquette. We introduce ourselves. We answer within three rings using appropriate greetings.
• We dress professionally, following uniform and appearance standards with respect for others.
• We are concerned about the safety and security of our customers and team members. We recognize our roles during emergency situations and are aware of fire and life safety response processes.
• We practice safe work habits, abiding by all safety policies. We immediately report incidents, accidents and safety hazards to our team leaders.
• We share ideas, suggestions and energies to continuously improve sales and service, customer satisfaction and team morale.

Our sales department has one purpose: to exceed your expectations from test drive to delivery. Our friendly, knowledgeable sales professionals will provide you with the information you need to make an educated buying decision.

Our goal is for you to feel that the vehicle you drive away in is the perfect one for you.