Accountability & Control SOP

1. Purpose

This SOP defines the step-by-step procedures for CarManana facilitators acting as retail buyers when sourcing vehicles from dealerships. It ensures full control of the process from sourcing to delivery, prevents dealer manipulation, and safeguards company interests.

2. Scope

Applies to all CarManana facilitators engaged in retail-style sourcing, prospecting, negotiation, and closing of vehicle purchases from Canadian dealerships.

3. Objective

• Preserve control, professionalism, and compliance.

• Collect accurate pricing, unit details, and deal terms.

• Secure deals without exposing company operations or export intent.

• Ensure smooth transition from prospecting → closing → deposit/no-deposit → delivery/pickup by transport.
  
  

4. Responsibilities

Facilitators must:

• Represent CarManana professionally and discreetly.

• Follow this SOP on every dealer contact.

• Avoid disclosing company information or export intent.

• Maintain complete records in the Deal Tracker.

• Escalate unclear or high-risk situations to Operations Management.
  
  

5. Definitions

• Retail Buyer Role – Acting as a consumer for sourcing purposes.

• F.O.R.M. – Communication method (Family, Occupation, Recreation, Motivation) to build rapport.

• Dealer Manipulation – Tactics used by dealers to control the retail process or qualify buyers.

• Control – The facilitator’s ability to direct the process, collect accurate data, and protect deal flow.
  
  

6. Procedure – A to Z

Step 1: Sourcing & Initial Contact

• Approach as a regular retail buyer (never mention export or CarManana).

• Use alias emails & Hushed/VoIP numbers only.

• Maintain casual, consumer-like tone.

• Always apply F.O.R.M. to build rapport.
  
  

Step 2: Prospecting & Information Collection

• Request full details: MSRP, dealer add-ons, incentives, financing/lease disclaimers, and current availability.

• Confirm VINs, trims, colors, mileage (if pre-owned).

• Save screenshots of online listings if applicable.
  
  

Step 3: Maintaining Control

• Direct the flow of conversation; avoid dealer “qualifying” questions.

• Never let the dealer control the paperwork sequence.

• If pushed, pivot back with F.O.R.M. or consumer-style hesitations.
  
  

Step 4: Deal Validation

• Log all contact info, quotes, and screenshots into the Deal Tracker.

• Cross-check MSRP, rebates, freight/PDI, and dealer fees.

• Forward suspicious or manipulative dealer behavior to Operations.
  
  

Step 5: Deposit & Commitment Rules

Do NOT:

• Commit to deposits, BOS (Bill of Sale), or agreements without written Operations approval.

• Provide personal or company IDs unless cleared.
  
  

Allowed Options:

• No-Deposit Hold: Request dealer to hold unit “pending financing/paperwork.”

• Small Deposit (if approved): Only after Operations validation of VIN, BOS, and final deal sheet.
  
  

Step 6: Closing Protocol

Before escalating a deal to Operations:

• Vehicle availability is 100% confirmed and held for the buyer.

• VIN and unit details match the BOS.

• Wire/payment instructions are verified.

• Fees and totals are aligned with the quote.

⚠️ If the unit is only “pending” or “not confirmed,” it is NOT a deal.

Step 7: Delivery & Transport

• Preferred method: Dealer delivery to licensed transport company yard (pickup arranged by Operations).

• Alternative: Pickup by designated transport driver with draft/wire instructions.

• Confirm: Pickup time, plate/temp permit, and all keys/books.
  
  

7. Accountability & Control

Strict Accountability Policy

Any facilitator who:

• Sends unauthorized documents,

• Commits to deposits or BOS without approval, or

• Exposes operational/export intent to a dealer,

Control Verification Standards

Before escalation, verify:

• Vehicle confirmed and held.

• BOS and wire details accurate.

• All incentives/fees correctly logged.
  
  

8. Key Reminder

“You’re not buying — you’re qualifying the dealership.”
Stay in control. Collect the facts. Protect the deal.