Customer Demo Ride Manual

Transcription

1 Customer Demo Ride Manual

2 Table of Contents Page Section 1 Dealer Responsibilities 3 Section 2 Customer Qualifications 5 Section 3 Conducting Rides 6 Section 4 Accidents 9 Section 5 Mechanical Failures 10 Appendix 1 Sample Waiver 11 Appendix 2 Sample Accident Report 12

3 1 Dealer Responsibilities MOTORCYCLES Dealers should make a representative sample of current on-road models available in their demo fleet. Motorcycles should be clean and well-maintained. It is recommended that dealer staff test ride demo units regularly to ensure the best experience for the customer. Insurance and registration documents must be carried on the bike at all times. Perform a daily visual inspection of all dealership demo fleet units, paying particular attention to chains, tire pressures, and brakes. ROUTE Dealer should pre-select at least 2 routes. One should consist of sub-80km/h roads appropriate for scooters, smaller displacement motorcycles, or less experienced riders. This route should be considered the standard route and be used for the majority of rides. A second route may include a higher speed or expressway section for experienced touring customers, curious about highway performance, wind protection, etc. If possible, select routes that minimize traffic potential, and are approximately minutes in duration, with predominantly right hand turns to minimize the risk of crosstraffic. If road/traffic/construction conditions or rider interests necessitate, the dealer should be prepared to alter the route for safety, or to best suit the customer. SHUTTLE VEHICLE In the event of a mechanical or safety issue, the dealer should be prepared to provide auto transfer for participants, from any point in the designated ride route back to the dealership. CUSTOMER SIGN-IN RESPONSIBILITIES Dealer must ensure all participants have the appropriate license and proper riding gear. As well, they must ensure all participants have read the rules prior to signing the waiver. See sample waiver within Appendix One. CUSTOMER / ESCORT RATIO All demo rides must be escorted by a dealer staff member or associate. A maximum customer to escort ratio of 3:1 should be maintained customer groups larger than 3 will require a chase rider. 3

4 1 Dealer Responsibilities ESCORT/LEAD RIDER RESPONSIBILITIES The Escort, or Lead Rider, is responsible for guiding the customer(s) through the demo route as safely as possible. Prior to riding, he/she must review the ride rules with all participants. The Lead Rider must set a pace suitable for each customer. When leading a group of riders of varied experience, the Lead Rider shall always set a pace appropriate for the weakest rider. The Lead Rider must maintain visual contact with the customers and should endeavor to keep the group together throughout the ride, while adjusting pace or stopping as necessary, if safe to do so. The Lead Rider must also judge traffic, weather or riding conditions and alter the route to suit those conditions. CHASE RIDER RESPONSIBILITIES The Chase Rider acts as the rear guard for larger groups. The Chase Rider is to observe all customers during the ride and report to the Lead Rider, any variances from the defined ride formation and/or any acts of recklessness or unsafe actions. The Chase Rider shall ensure all participants follow the defined ride route and if necessary, guide slower riding participants. In case of Mechanical failure or accident, the Chase Rider must stay with the affected customer and if equipped with a radio or other form of communication, must immediately inform the Lead Rider to stop the ride. The Chase rider shall then follow the directions of the Lead Rider, in dealing with the mechanical failure or accident situation 4

5 2 Customer Qualifications PROPER LICENSE Customers must have a current and valid motorcycle license without exception. Learner s Permits are not acceptable, regardless of claimed experience. In Ontario, customers must have either class M2 or M license. In all other provinces, customers must have the appropriate class 6 license. QUESTION PARTICIPANTS In the case of a new or walk-in customer, and prior to confirming a demo ride, a staff member should make friendly inquires about the customer s riding experience and comfort on unfamiliar bikes. Sample questions might be: How long have you been riding? What do you currently ride? How long since you last rode? Did you bring the proper equipment with you? Are you comfortable riding in a group? Have you ridden this type of bike before? PASSENGERS Passengers are permitted, provided they have reached age of majority and are wearing all approved riding gear and have signed a waiver. It is essential that the dealer confirm the experience of both rider and passenger prior to riding. RIDING GEAR REQUIREMENTS Required for all customers, Lead Riders and Chase Riders: D.O.T. approved helmet with eye protection (Snell preferred) Jacket denim or stronger Gloves (full coverage) Pants denim or stronger (no shorts) Boots with ankle coverage LOANING OF GEAR Due to historical liability issues, Honda Canada strongly discourages the loaning of riding gear to customers; however, the dealer may loan customers riding gear at their discretion. Honda Canada assumes no liability.. 5

6 3 Conducting Rides STAGING AREA Demo rides should always begin in a staging area, with bikes angled in the direction of travel, or parallel to the exit route, with sufficient open pavement in front for a customer to acclimatize to the feel of bike weight, clutch engagement and feel of brakes. The staging area must be kept clean, free of debris, and must not contain any parked vehicles. It is strongly recommended that customers be given an opportunity to try moderate braking, before leaving the staging or parking area. Figure 1 Staging area 6

7 3 Conducting Rides RULES AND REGULATIONS No passing is allowed. No lagging and subsequent charging. All instructions of Lead or Chase Rider are to be strictly obeyed. If you experience difficulty, stop where safe to do so and wait for assistance. Practice safe and responsible riding. Wheelies, stoppies, or stunts of any sort will not be tolerated. The dealer reserves the right to charge any participant for damage resulting from breaking ride rules or abuse of Honda Canada or dealer-owned equipment. Stay in position; 30 feet behind the motorcycle immediately in front of you. Maintain a staggered formation throughout the ride, changing to single-file through curves and corners. FINAL INSPECTION Have customers mount and start their vehicles. Address any questions/concerns regarding operation of specific vehicles. Inspect customer s riding gear to ensure that it conforms to minimum requirements. Provide an opportunity for customers to familiarize themselves with their brakes, by coming to a complete stop under moderate braking, before proceeding into traffic. Do not mount lead bike until all of the participants are ready and Chase Rider has confirmed he/she is ready for departure. CONDUCT RIDE Conduct ride obeying all local laws and regulations. At every stop, allow all riders to re-group before proceeding. Before entering any highway, ensure that there is enough space for the entire group to enter safely. When proceeding from a stop, maintain a slower pace until all subsequent customers have cleared the intersection, or turn before accelerating to cruising speed in order to minimize gaps between participants. Always accelerate smoothly. Use extra caution when approaching intersections controlled by traffic lights. Avoid aggressive braking. Always be aware that you are leading customers and are responsible for all participants safety. Ride professionally; you are representing your dealership and Honda. 7

8 3 Conducting Rides RIDING POSITION Staggered formation during ride changing to single file through corners. Figure 2 Riding Position Staggered formation 8

9 4 Accidents ACCIDENT GUIDELINES A vehicle accident report must be filled out by the operator and submitted promptly to risk management, if there are obvious injuries to the participant or any damage resulting from a road incident. If damages in a road incident appear to be in excess of $ , the incident should be reported to the police. Make no admissions, settlements, offers, or sign any statements except as required by a police officer. WHAT TO DO IN CASE OF ACCIDENT In the event of an accident, stop the ride immediately by pulling the remaining group off of the road safely. Instruct all participants to turn off their machines and wait for further instruction from the Lead Rider. Lead Rider must return to the point of the incident and assess the situation. Customer safety and their well-being is top priority, so immediately determine if the customer requires medical attention and call for an ambulance if necessary. Notify police immediately as per local laws. Obtain names, phone numbers, addresses, and drivers license numbers of any other drivers or vehicles involved. Attempt to get names and numbers of any witnesses. Under no circumstances should an uninjured customer be permitted to ride a damaged motorcycle following a crash or collision. Contact dealership to have rider picked up by shuttle vehicle and if necessary, make arrangements to have the damaged motorcycle returned to the dealership for inspection. If riding with a large group, the Chase Rider should stay with downed rider until shuttle vehicle arrives to pick up the customer. Assess situation and any remaining customers. Complete the ride with remaining customers if circumstances allow. Upon returning to the dealership, complete Honda s vehicle accident report. See example in Appendix Two. Schedule additional customer rides only after all issues regarding the accident are resolved. Follow up with medical or law enforcement personal regarding medical condition and/or any pending charges associated with the accident. If possible obtain an accident report from the investigating police officer. 9

10 5 Mechanical Failures WHAT TO DO IN CASE OF MECHANICAL FAILURE Stop the ride immediately by pulling the remaining group off of the road safely. Instruct all participants to turn off their machines and wait for further instruction from the Lead Rider. Lead Rider must return to the point of the incident and assess the situation. Contact dealership to have rider picked up by shuttle vehicle and if necessary, make arrangements to have the damaged motorcycle returned to the dealership for inspection. If secure parking can be found and customer is willing, the Lead Rider may return the customer as a passenger. If riding with a large group, the Chase Rider should remain with the failed unit and stranded rider. Lead Rider should then continue with any remaining customers back to the dealership. Upon returning to the dealership, have the mechanic assess damage and repairs required, if possible. 10

11 Appendix 1 11

12 Appendix 2 12

13 Appendix 2 **This form can be ed to General Managers, which will permit you to forward claims electronically** 13