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Stories from the Sales Frontlines

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Comments

  • abacomikeabacomike South FloridaPosts: 3,121
    that was the same issue with my RDX purchase last year. salesman error, that no one down the line caught.

    Actually, stickguy, I do not remember that story. But it sounds very much like what I experienced except both cars were sold at the same time. If I was selling only one car, I would not have made that error.

    Best part of that situation is that both customers were delighted with their new cars.

    2014 Mercedes Benz CLS 550 - best car ever! 2nd best car ever, my 1967 Corvette Stingray Coupe with 435 hp.

  • sterlingdogsterlingdog North CarolinaPosts: 6,752
    "How to remove bird dropping (or crap as you so elegantly put it Mr. B.A. in English) from a convertible top."

    That would be Mr. M.A. in English thank you very much. I used "crap" because I am pissed about the stains. For you, we'll use "excrement" if that makes you feel better.

    Thanks for the web site.

    Richard
  • abacomikeabacomike South FloridaPosts: 3,121
    edited March 2013
    That would be Mr. M.A. in English thank you very much. I used "crap" because I am pissed about the stains. For you, we'll use "excrement" if that makes you feel better.

    Removing "whatever you want to call it" from a convertible top is one thing - getting rid of the stains from years of baking in the sun is quite another.

    As for what to call those drops of intestinal excretions from birds, we can learn a lot from the "Harry Potter" books and movies - they would never mention the name "Valdermort", but preferred to call him "You Know Who!" So instead of using the inappropriate vernacular "s__t", we will call it YOU KNOW WHAT!

    2014 Mercedes Benz CLS 550 - best car ever! 2nd best car ever, my 1967 Corvette Stingray Coupe with 435 hp.

  • driver100driver100 Burlington, ON 7 mo/Tampa FL 5 moPosts: 11,327
    That would be Mr. M.A. in English thank you very much.

    I am really LMAO with your last post.

    It reminds me, there was a retired doctor playing on the tennis court next to us in Florida, and people were calling him Dr. Joe. We thought it was a bit strange, that a retired Dr would still use Dr in his name.

    I once had a neighbor who was a retired prof, and he wanted to be referred to as Dr. Watson. He wasn't even a medical doctor and he was using his Dr. handle, even in retirement.

    I hope you don't go around asking to be called Richard M.A.

    2012 535ix 2013 Audi A4 2013 Passat

  • dino001dino001 Tampa, FLPosts: 3,428
    edited March 2013
    We all know business theory that existing customer is more important than new and as such should get better consideration. Yet, wherever I go, I see evidence that companies think exactly the opposite. Already a customer? Here is our special existing customer plan with highest price we can think of. Not a customer? We have real specials for you. Latest installment, my antivirus renewal. Just got a nice autorenewal email with price over 20% higher regular price of the box version of the same programs old at local Costco and over twice when the box was on sale with coupon. I expected that so I bought that box then so I can put it at a renewal, but it just ticks me off with no end that nobody there would have an idea to offer me similar/same renewal price without having to buy "new" again. Needles to say the autorenewal is gone from my account.

    I see same behavior with many other businesses. The moment they hear customer loyalty, they hear you aren't going anywhere so let me raise my price.

    2012 BMW 328i wagon, manual and sports package. No. sold in the US: 1. Probably.

  • isellhondasisellhondas Issaquah WashingtonPosts: 17,350
    I've noticed that the hardtop convertables suffer from less rear seat room than mine has which is bad enough as it is!
  • gogiboygogiboy Posts: 732
    "Hey, does anyone know hpw to remove hazing and scratches on a plastic convertable rear window?"

    isell--

    You don't mention how bad (deep) the scratches are or how many. As an artist, I often have to "touch-up" plexiglas on my framed artwork as many, many individuals who visit galleries and museum don't know museum etiquette. I often have scratches, nose and finger prints, etc, etc.

    For a number of years I have been using this mix of abrasives/cleaners made by Novus (usually only sold at glass/plastic retailers. They make it in several grades. Depending how bad the scratches are you could start with #3 (heavy scratch remover, followed by #2 and then #1, which is primarily a cleaner and reducer of static. Be prepared for some elbow grease.

    I have had good success so it might be worth your while as long as they are fairly superficial. Certainly a set of 2 oz. bottles will set you back much less than a $90 replacement. If you search Amazon you will find a lot of reviews. Some love it, some don't. I think much depends on both the depth of scratch and the type of plastic (acrylics, lucites, lexans) as to how well it performs. I have heard some stories of it being used to repair old CDs and DVDs. For me it also worked great on a pair of plastic magnifiers and reading glasses that had gotten pretty beat up.

    Gogiboy
  • isellhondasisellhondas Issaquah WashingtonPosts: 17,350
    You know, I don't think my rear window is actually "scratched". It's more like it has hazing or cloudiness more than anything else.

    It's getting harder to see out of.

    Someone suggest a product made by Meguires that is designed for this but I'll look into the Novus products too and I think you for that suggestion.

    Of course, none of this matters since the tabs expired in September and it flunked it's emission test AGAIN!! Long story but this car is being so typical of a German car!
  • explorerx4explorerx4 Central CTPosts: 9,447
    I've used car polish to get a scratched CD working again.
  • driver100driver100 Burlington, ON 7 mo/Tampa FL 5 moPosts: 11,327
    edited March 2013
    I've noticed that the hardtop convertables suffer from less rear seat room than mine has which is bad enough as it is!

    Rear seat is only for emergencies.....or for carrying tiny objects or small dogs.

    If a real person were to get in there, you would never pry them out. You would have to be a contortionist to actually be able to get inside.

    My thinking was, I wanted a convertible, I would only consider a hardtop convertible (don't want to mess around with a slashed roof or bird ah er excrement stains, a la Mr. M.A.), a Mercedes 2 seater would cost about $5000 more, and I really need the backseat to take the dog and odd things like tennis equipment around.

    Remember, the scratchy rear window isn't really the cars fault, that's how they made them back then. Probably someone sells replacement windows at a reasonable price.

    2012 535ix 2013 Audi A4 2013 Passat

  • driver100driver100 Burlington, ON 7 mo/Tampa FL 5 moPosts: 11,327
    Well, my slow speed is now extra fast. The cable guy said we had a rebuilt modem and that wasn't working properly. And then the part of the cable that plugs into the wall was all chipped and broken (they installed it), and it was a miracle we were getting any signal at all (they installed that too).

    Like Dino says, no one cares about their current customers, companies are only interested in new customers.

    2012 535ix 2013 Audi A4 2013 Passat

  • houdini1houdini1 Kansas City areaPosts: 5,771
    the scratchy rear window isn't really the cars fault, that's how they made them back then.

    I'll try that excuse on my wife the next time she complains about me or something I've done !! I am sure she will understand.

    2013 LX 570 2010 LS 460

  • stickguystickguy Posts: 13,585
    who cares about the window? It is a convertible, you are supposed to have the top down!

    2013 Acura RDX (wife's), 2007 Volvo S40 (when daughter lets me see it), 2000 Acura TL (formerly son's, now mine again), and new Jetta SE (son's first new car on his own dime!)

  • driver100driver100 Burlington, ON 7 mo/Tampa FL 5 moPosts: 11,327
    I'll try that excuse on my wife the next time she complains about me or something I've done !! I am sure she will understand.

    Yeh, your warranty expired. :P

    2012 535ix 2013 Audi A4 2013 Passat

  • isellhondasisellhondas Issaquah WashingtonPosts: 17,350
    Actually, I've ridden in the back seat of our BMW and it's not that bad. I'm 5'11 and if I was much taller it would be a different story.
  • stickguystickguy Posts: 13,585
    just another reason the top is supposed to be down. Unlimited headroom!

    2013 Acura RDX (wife's), 2007 Volvo S40 (when daughter lets me see it), 2000 Acura TL (formerly son's, now mine again), and new Jetta SE (son's first new car on his own dime!)

  • jwm40517jwm40517 Posts: 52
    Over the past few years I have watched my cable & internet bill go from $80 to $158 and then to $173 last month. As I was writing my $173 check a commercial for my cable company was offering close to the services I have for $75 to NEW customers.
    Went out and bought an antenna & was impressed with the free HD network shows. I gathered up my DVR boxes and other stuff & went to the office to quit cable.

    Told them I was quitting the cable but keeping internet and I was quitting because of the always increasing prices to a 20 year customer & cheap deals for new customers. They offered me a $108 rate to stay. Quite a saving but was "kicking myself" all the way home for caving in. That is good for a year and will quit them if they increase a lot next time.
  • abacomikeabacomike South FloridaPosts: 3,121
    edited March 2013
    Knowing when to settle when negotiating a deal in a car dealership is, perhaps, the most under-appreciated skill in car-buying as well as in buying anything where negotiations determine the final price of a product or service. An example of losing a deal because of the lack of this skill took place when I was a sales manager in my last dealership.

    A middle-aged man walked into the showroom one weekday evening at about 7:00 PM. One of the salesmen greeted him and did a good product presentation as well as demo drive in a G35 Sedan. The customer had selected a medium gray sedan loaded with just about every option including interior wood trim and navigation. He had a trade - a 3-year-old Chevy Impala with 45,000+ miles on it. The salesman brought the trade appraisal sheet to me which I gave to the new used car manager. When he finished his appraisal, he completed the appraisal form and handed it to me. The ACV on the Impala was $14,000. I gave the 4-square to the salesman showing a cash difference of $27,000 plus tax, tags and dealer fees. I had given the customer a $1000 discount on the new car and had given him the full ACV of $14,000. The condition of the trade was "fair" with a few nicks and scratches and minor dents.

    The salesman comes back and tells me the customer won't pay a penny more than $22,000 plus tax, tags and fees (or as we called it +++). It was obvious I needed to get involved right away because we were thousands below invoice on the new car and I needed to find out how he arrived at that number.

    I walk over with the salesman to the customer. I sit down and after about 5 minutes of getting acquainted and reducing the anxiety level, I ask him how he arrived at that number. He tells me his trade is worth $16,000 and he expected a $4000 discount on the new car. I shared with him that his trade had some damage - and that if his trade was "clean" it would be worth $16,000. But in its present condition, $14,000 was all the money on his trade, which it was. He told me he could sell his car privately for $16,000, and that is what he wanted from me. I then asked him how he came up with a $4000 discount on the new car. He said that he thought the cost of the car to the dealership was $36,000 and he felt that a $2000 profit to the dealership was generous on his part. I could feel the tension in the air, so I told him if I could check on something at the desk, I'd be right back.

    I asked the used car manager if there was any more money he could put on the trade. He said that $14,000 was all the money on the car. He said we would have to wholesale the car and he was hoping he could get $14,000. The average auction value was $13,500-$14,000. So I couldn't give the guy any more for his trade. The invoice on the new car was $38,250. So the customer was trying to buy the car (steal the car is probably more precise) for over $2000+ under invoice.

    I go back to the customer and salesman and ask them to join me in my office. When we get there, I pull up Manheim on my computer and showed the customer the average that his car was bringing at the auctions. I then pull up the new car on my computer and I show him real invoice. I further explain that I can't get a penny more for his car and that I was willing to sell him the new car for $200 over invoice, or $24,450+++. Remember, if we don't get $14,000 for the trade at the auction, we would lose money on the deal, but I was willing to take that chance to sell a car late at night just before closing.

    The customer looks over my figures and tells me that he was not accepting my offer and that if I couldn't meet his price of $22,000+++, he would go to a competing dealer and buy the car there. I thanked him for coming in and wished him best of luck at the other dealership but that when he leaves tonight, I could not sell him the car at that price tomorrow or next week (I was not going to take the chance of losing money on the deal again). He says he understands.

    Two days later, this same customer comes in and asks to speak with me. I escort him to my office and he asks me if I could sell him the car for $24,000+++ and if I would, he would buy the car.u I reminded him that I was selling him the new car for $200 over invoice and that I would not honor that price once he left the dealership. He then offers me $24,500+++, or a few bucks more, and I said I could not accept his offer. (I knew that no other dealership would sell him the same car for the price I agreed to). He then raises his offer to $25,000+++. When he did that, I knew the other dealership(s) appraised his trade for much less than we did, and because of that, I decided that I should reduce the ACV to $13,200 just to be safe. I told him the best I could do was $25,550+++. He was shocked and surprised I had raised the price of the car more than $1000 in just 2 days. He asked me why? I told him I had reappraised his car at $13,200 and that I needed to make a profit of $500.00 on the car. He told me he would accept the deal and we sold the car for $25,550.00+++.

    Here is an example of a dealership willing to take a risk at possibly losing money in order to make a late night deal to hit some unit goals - and an example of a customer who could have bought a car at or below invoice and was too stupid or ignorant or both to know when he had the deal of the century.

    By the way, we wholesaled his trade for $13,450 a few days later. If he had taken the first deal I offered him, I would have lost $550+ on the deal!

    I always found that I would make customers great deals just before closing time because if I didn't, the customer rarely came back to buy the car. I always had the customer sign a clause at the bottom of the 4-square stating that he knew that the offer we had made on the car would not be honored after they left the dealership. The reason we did that was to ensure we did not lose money on deals at a later date and to provide the customer with an offer that was truly a one time offer to buy NOW!

    2014 Mercedes Benz CLS 550 - best car ever! 2nd best car ever, my 1967 Corvette Stingray Coupe with 435 hp.

  • mako1amako1a VirginiaPosts: 1,596
    The average auction value was $13,500-$14,000.

    I need to start buying at Manheim. Where is this Manheim store?

    2013 Mustang GT, 2006 Silverado 2500 LT HD, 2001 GMC Yukon Denali

  • graphicguygraphicguy SW OhioPosts: 6,894
    Mako....Manheim is a large auction house with auction sites throughout the country. To my knowledge, it's onl for dealers, though.
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