Delivery Checklist for ACERTUS Drivers

You will be notified that a TrueCar+ vehicle is coming your way via your portal, and it will be assigned to you by ACERTUS

1. If a Used Vehicle:

   1. Review this document and be prepared to know these things about the vehicle

2. If a New Vehicle:

   1. Review this document, then depending on the make of the vehicle you are delivering, select the make of the vehicle from this list and review the document called “Guide”. Be prepared to show the customer how to complete all of these actions in their vehicle.

      1. To get more comfortable with the vehicle, or answer questions, feel free to use the additional resources found in the OEM Protocols list

1. Ensure the vehicle is vacuumed, cleaned and fully gassed

2. Make sure you understand all the parts of the vehicle you will be walking the customer through

3. Ensure all relevant registration components have been completed

4. Call the customer and confirm the expected window of time you will be showing up

5. Call the TrueCar contact center (1-888-878-3227) and let them know the expected arrival time window

6. Ensure you’re wearing a TrueCar polo top for the delivery. These can be found in the Dispatcher’s office

If you need to top up the vehicle with gas again, do so

1. Introduce yourself to the customer

2. Confirm via identification that you are dropping the vehicle off with the correct person

3. If Used: Walk the customer through the document you reviewed

4. If New: Teach the customer how to use their new vehicle

   1. Using the customer’s phone, call/Facetime the dealership (this number will be provided to you)

      1. The dealership will walk the customer through the app download and walkthrough of the OEM app

      2. If there are any specialized features that require guidance, the dealer will walk the customer through these

      3. Hang up with the dealer

   2. Walk the customer through the two documents you reviewed

      1. Generic Walkthrough

      2. OEM Specific Walkthrough

1. Have the customer sign this checklist sharing that they have received their vehicle and been taught how to use it

   1. Delivery Acknowledgement

   2. QR Code if customer wants to do on their phone:

      

2. Let the customer know to expect a follow up call from TrueCar checking up on their experience

Complete your typical trade-in pickup steps

1. Call TrueCar Contact Center (1-888-878-3227) and let them know that the delivery has been completed. Please provide us with any information you think we need.

2. Thank you for completing the steps to create a great experience for our TrueCar+ customer!