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184 Main Collins Street | West victoria 8007

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2-COVID-19 Resources for Working and Keeping a Safe Environment

Working and Keeping a Safe Environment

Resources to help you during this time of uncertainty.



  1. Overcommunicate with staff, customers, and vendors on what you are doing to stay healthy and how you will ensure their health and safety while at your store
    1. Keep hand sanitizer readily available for customers to use as often as needed. Keep bathrooms stocked with plenty of disinfectant soap.
    2. Use social media to publish videos reassuring customers of your increased cleaning of the facilities, high traffic areas, showroom vehicles, test drive vehicles, and vehicles in service, etc.
  2. Emphasize Phone, Email, and Online ways of communicating with you, finding store information, scheduling appointments, and even promoting sales.
  3. Create a customer hotline. This could be through phone, email, or chat with quicker response times.
  4. Create and COVID FAQ page and let customers know about. Tell them there is one page to get their general questions answered as well as questions about your hours of operation.
  5. Enhance the online sales pipeline so that visits to your store are necessary and brief.
  6. Follow up on customers and prospects to see how they are doing and offer your assistance with their mobility needs.
  7. Tell customers about OEM programs that allow flexibility during this time.
  8. Promote sales or incentive programs that will further customer’s purchasing power.
  9. Enhance the service pipeline. When possible offer to pick up and drop off customer vehicles once they have been serviced. Customers still need to have their cars serviced but may not want to be exposed to larger groups.
  10. Take advantage of educational opportunities. For team members that have to work from home or have reduced foot traffic in the store, this is a good time to do those things that have been put aside. One key thing is education. If you are a member of NADA, you have free access to ALL online content including interactive online courses, webinars, workshops and driven guides.
  11. Provide training to new staff or team members in a new role.
  12. Review processes and systems and assess their effectiveness. Downtime is a good time to review what is working and ideate on how to improve what is not.
  13. Catch up on paperwork, inventory, store organization.

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