For any kind of intervention, the Service Advisor receives the Customer in an organized “Walk-around” area to inspect the vehicle, always with the support of the Walk-around checklist.

The usage of this checklist is always mandatory.

During the inspection, the Service Advisor:

• fills in the checklist with all the information required (e.g., Customer and vehicle data, refueling and/or cleaning request, etc.) and any additional notes (e.g., Customer waiting at the Dealership);
• informs the Customer that a free wash will be carried out at the end of the work (Exterior washing and interior cleaning with vacuuming; any disagreement is noted on the Repair Order;
• places a specific marker on the vehicle to highlight a workshop return (mirror hanger, flag etc.);
• identifies any necessary additional work and service, emphasizing its advantages;

• offers Customer Programs;
• in case of electric vehicles, offers the “Battery Certificate”, an official Maserati document about the state of health of the battery, in paper and/or digital format;
• always offers the Customer an alternative Mobility solution (courtesy car, loaner car, Pickup & Delivery, Taxi or other) for a fee or free of charge, if applicable;
• illustrates the Seasonal Promotions  Campaigns;
• maximizes all the moments of truth with the Customer to promote Accessories.

For more details on the promotion of the Accessories range, please refer to the “Aftersales Operating Standard 14. Promoting The Accessories Range” sheet.