Sales Expectations

1. Treat me as a valued customer when I arrive at your dealership
   • Promptly welcome me to your dealership
   • Take me seriously
   • Give me the level of attention I desire
2. The salesperson should establish a relationship with me that is built on respect for me as a customer with individual needs
   • Be professional and courteous
   • Be knowledgable about your dealership and products as they relate to my needs
   • Offer me a test drive
   • Invite me to buy without making me feel pressured
   • Be honest and sincere with me
3. Make it easy for me to finalize the finance or leasing arrangements
   • Show concern for my individual needs
   • Provide me with clear and thorough explanations of contract/lease details
   • Invite me to buy other products and services without making me feel pressured
   • Be honest and sincere with me
4. Deliver my new vehicle at the promised time, in perfect condition
   • Deliver my vehicle at the promised time
   • Make sure the vehicle is clean inside and out
   • Make sure everything is in working order
   • Deliver it with a full tank of fuel
   • Thoroughly explain my vehicle's features and operating controls
   • Thoroughly explain my vehicle's warranty and maintenance schedule
   • Make sure I understand how to get my vehicle serviced at the dealership and introduce me to the Service Department
5. Call me within a reasonable amount of time after I've taken delivery to ensure that I'm completely satisfied
   • Call me in a reasonable amount of time
   • Be helpful to me
6. Be responsive to questions or concerns I bring to your attention
   • Answer my questions or resolve my concerns the first time I contact you about it
   • Provide me with clear and helpful advice
   • Follow through on promises you make to help me

Service Expectations

1. Make it convenient to have my vehicle serviced at your dealership
   • Make it easy to schedule my service appointment
   • Allow me to get an appointment on a day and time that is convenient for me
2. The service advisor should demonstrate a genuine concern for my service needs
   • Promptly acknowledge me when I arrive at the dealership and begin my service write up within a reasonable amount of time
   • Demonstrate that you understand my service needs
   • Provide me with an accurate estimate of when service will be completed
   • Be honest and sincere with me
3. Fix it right the first time
4. Complete servicing my vehicle in a timely and professional manner
   • Service my vehicle in a reasonable amount of time
   • Notify me of any changes in the service needs or additional maintenance requirements
   • Notify me of any changes in when my vehicle will be ready
   • Have my vehicle ready when promised
   • Allow me to pick up my vehicle at a time that is convenient to me
   • Keep my vehicle clean during service
5. Provide me with a clear and thorough explanation of the service performed
   • Provide me with an explanation of all the service performed and any changes
   • Advise me of future maintenance needs my vehicle may require
6. Call me within a reasonable amount of time after my service visit to ensure that I'm completely satisfied
   • Call me in a reasonable amount of time
   • Be helpful to me
7. Be responsive to questions or concerns I bring to your attention
   • Answer my question or resolve my concerns the first time I contact you about it
   • Provide me with clear and helpful advice
   • Follow through on any promises you make to help me

Code of Ethics

The Ontario Motor Vehicle Industry Council (OMVIC) is the self-management body of Ontario's registered motor vehicle dealers. Our Code of Ethics applies to our interaction with consumers, employees, suppliers, competitors, government and all others with whom we have business relationships.

Each OMVIC member embraces the demanding standards detailed in this Code and agrees to adhere to its language and intent.

Through this Code of Ethics, we pledge to: