COURTESY DELIVERY GUIDELINES

General Motors dealers are the point of contact for a very important, but often overlooked, group – the drivers of fleet-owned vehicles who take delivery from dealerships other than the selling dealer. This type of delivery, called Courtesy Delivery, presents an opportunity for additional success in the sales/service chain.

Positive courtesy delivery experiences build a strong foundation of lasting relationships with drivers and their families.

It is the goal of GM to provide a quality delivery experience for each fleet customer driver, equal to the experience of retail customers.

With more than 100,000 courtesy delivery drivers a year, each driver becomes an important potential customer and messenger about your dealership and GM brands. These customers represent opportunities for:

  • New vehicle sales for themselves, friends or family
  • Service, warranty, parts or maintenance appointments
  • Increasing awareness of your dealership in the community

Our premise is simple – treat these fleet drivers with the same respect as a retail customer and it will pay big dividends in the long run.

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G e n e r a l M o t o r s C o u r t e s y D e l i v e r y G u i d e l i n e s

Dealership Requirements

  • Dealership to provide one CD contact and one Back-up
  • Respond to all CD inquiries
  • Accept/Decline Requests – Assess throughput, commit to schedule
  • Manage Process:
  • Receive and inspect vehicle
  • Process Transportation Claims
  • Perform PDI according to published GM Policy
  • Contact Driver and Schedule delivery within 72 hours of vehicle receipt
  • Schedule delivery within 10 days business days
  • Clean vehicle (interior and exterior) Day of Delivery
  • Key Features functions explained
  • Collect Driver Name, Address, Phone, email
  • Complete and submit Fleet Management Company paperwork within three days of vehicle delivery
  • Install dealer-installed options
  • Plate/tag the vehicle
  • Provide a professional review of the vehicle and its options
  • Assist in activation OnStar
  • Review 2/24 maintenance and schedule first LOF
  • Ensure all open field actions are resolved i.e., campaigns, recalls

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G e n e r a l M o t o r s C o u r t e s y D e l i v e r y G u i d e l i n e s

ENSURE THAT QUALITY COURTESY DELIVERIES OCCUR

A prerequisite of the program is that both the Manager and Specialist(s) are certified in the GM Core Sales Training Requirements and that they use the Completely Satisfied New Vehicle Delivery System (CSDS) Checklist. A PDF of the CSDS can be downloaded from Click Workbenches > Service > Retail Operating System >Updated Forms > CSDS Form.

NOTIFICATIONS

GM dealers receive a special status report transmitted to their GM Exchange mailbox.

The status will be within GlobalConnectReports & ToolsExternal Links > GM Exchange Mailbox. This will give a Targeted Production date of the vehicle you will be receiving for delivery.

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G e n e r a l M o t o r s C o u r t e s y D e l i v e r y G u i d e l i n e s

To Enroll

Provide the following information to :

  • Dealership Name
  • City/State
  • BAC Code
  • Franchises Represented
  • One Courtesy Delivery Contact and One Back-up Name
  • e-Mail Address
  • Telephone Number

Questions:

Contact or 586-582-6972.

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G e n e r a l M o t o r s C o u r t e s y D e l i v e r y G u i d e l i n e s