What actually happens on the day you collect the car

Publish the sequence and the duration

Paperwork, payment clearing, insurance confirmation, a walk around the car, the demonstration of how things work, keys. Say which order, say roughly how long, and say what cannot start until something else is finished. A buyer who knows it takes an hour and a half does not arrive on a lunch break, and the handover stops being rushed at the end where it matters most.

Be exact about money and insurance timing

Cleared funds, not sent funds. Insurance live from that morning, not that afternoon. These two are where collections collapse, both are the buyer's responsibility, and both are things they cannot be expected to know. Stating them in writing days earlier is the difference between a handover and a second trip.

Tell them to inspect, and say what happens if they find something

A dealership that invites inspection and names the process for a problem found on the day looks confident, and a dealership that hurries past it looks like it is hoping. Say who to tell, what gets fixed there and then, what gets booked in, and what is noted on the paperwork. A buyer who was told the process does not escalate; one who was rushed does.

The demonstration is worth more than it looks

Most complaints in the first month are not faults, they are controls nobody showed the owner. Ten minutes on pairing a phone, the parking sensors, the service reminder and where the spare is prevents a fortnight of calls, and the assistant can set the expectation that this time exists so the buyer does not treat it as an upsell.