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Stories from the Sales Frontlines
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Some people won't give you a good score no matter what.
If they come in w/ a chip on their shoulder and feel that they are getting ripped off if you give them a price thats into the holdback.
like someone else said, if the salesperson get's dinged for the entirety of the experience, you'd think the dealer network would have leverage to create with corporate a more meaningful and fairer system which used the results in a more intellegent manner and provided valid and usable information..
I've never negotiated price this way, but I HAVE used the promise of a good survey to prematurely end the whole delivery process. In fact I can quote myself, since I just said this 5 days ago: "Mike, thanks for service - you've done a great job. I appreciate you're supposed to show us every little feature, but we really need to get going. You've already more than earned a perfect survey from us, so don't break your back." :P
He was not only entertained by my assertion, but his "post" delivery (i.e. calling us at home) has been the best of any car deal I've ever done. My wife is tickled.
I have to be honest, and I'm not singling you out, but I've noticed that many of the salespeople who post here are overly sensitive to criticism.
People who haven't been partaking in computer-based chat boards/rooms for the last 20 years like I have, don't understand the change that comes over people when you get behind a keyboard.
I am fairly certain that most people who post here that come off as miserable are simply blowing off steam, and in real life could be your grandfather for all you know.
Also, and I'm SURE you know this, but many people who post here have been taken for a ride by car dealers. It's just a fact of life when you're buying big ticket items. So, a powder keg goes off when these people see a real life salesperson posting on a forum. You get the double whammy of Internet anonymity AND a (sub)conscious desire to exact revenge...
At the end of the day, if you don't like getting called a liar, stand up and reply "with both barrels". It's your responsibility to defend yourself, and unless you start getting nasty with these people, the hosts aren't going to listen. I run a large web forum myself, and if someone who I personally think is out of control spurs debate and isn't starting flame wars, I'll let them be. However, when a valued poster starts lashing out, I'll take notice and discipline the nuisance poster.
And believe me when I say that as far as long-time valued posters go, in my opinion you are probably #2 only to Terry. And that's only because you don't go to 15 auto auctions a day.
However, I am convinced that real feedback simply isn't wanted.
Corporate wants to tout high scores, but doesn't want to give the dealers a cupcake survey, since most motor co's pay for CSI.
I just had some troll in another thread get pissy with me because I wouldn't give him every possible scenario for a lease on an XC90 that he is doing several hundred miles away.
After I already assured him that his dealer was treating him fairly(they were selling him a car into the holdback and giving him the applicable incentive).
IMHO, people like that deserve to get their lips ripped off.
I did exactly that when I bought an 06 Tundra last month. We were getting right down to where we were only a couple hundred apart and that seemed to move things in my favor. We got in to an interesting discussion on CSI surveys and the sales guy thanked me for it. I even sent him a thank you card promising a perfect CSI, which I followed through with.
just my thoughts...
-thene
lol.
well, a few folks have already jumped on that guy, so that should make you feel better.
'11 GMC Sierra 1500; '98 Alfa 156 2.0TS; '08 Maser QP; '67 Coronet R/T; '13 Fiat 500c; '20 S90 T6; '22 MB Sprinter 2500 4x4 diesel; '97 Suzuki R Wagon; '96 Opel Astra; '11 Mini Cooper S
Why do the posts have to turn ugly in the first place?
On the flip side, many "normal" buyers have to deal with money grubbing useless, informationless, yet agressive and lying sales people. :surprise: Your comments go both ways.
I am sure we can agree, it is a crazy ZOO out there! What annoyes me the most is that whenever I walk in somewhere I get treated like dumb s**t right of the bat. That certainly does not bring out the best out of me or anyone else for that matter...
I know there are poeople who post here that I don't care for that I would feel totally different about if I were to meet them in person.
Believe me, I would LOVE to reply with "both barrels" but I do try to temper my responses to stay within the guidelines that we are asked to live by.
I also know I'm an easy target and that I may be a bit too thin skinned. I also have a long memory and I'm not one to forgive and forget as quickly as I should.
That said, I used to HATE car salesmen and car dealerships. I am from So. California which is a snakepit.
tidester, host
SUVs and Smart Shopper
Back to Topic sounds good to me.
If so, I've got some pictures of jmonroe and moo that the group would be agahst about. :P
I was told those pictures would never be released to anyone. I haven't done anything to upset you recently and I'm more than a little disappointed in you.
I was a little tipsy and Jmonroe had recently apologized to me for all the hurtful comments he made on this forum. One thing led to another....
At any rate, please, keep those pictures to yourself.
Thanks,
Moo
2014 Malibu 2LT, 2015 Cruze 2LT,
(note: this was second vehicle we bought from this salesman so we went out alone for the test drive). We had also set up the appointment with the salesman and had told him we planned to do this.
Since this was our first minivan purchase, the main purpose of this was that we wanted to see how comfortable the kids would be climbing in and out of the van, in and out of their seats, viewing the video, access to cupholders, etc. HEck, we even loaded the stroller into the back to see how much cargo room was left! We drove around for a bit, popped a video in, then dropped the kids off at the in-laws and returned to the dealership to conclude the transaction.
We did end up buying the van we test drove, but since it needed detailing, etc, we had to end up moving the car seats back to our old car. Now, nearly 5 years later, we're about to do the same thing, but now with 3 instead of 2. I'm just sorry that the dealership we bought the van from closed and we don't know what happened to our salesman.
So, there is a place for children at dealerships (at least on test drives)!
Most dealers have one, and if they don't they should.
1. Late on a Saturday night had a Mom, Dad, and 3 kids in my office. dad agreed to figures but thought he would grind me for another few hundred. It was on a Aerostar Van. He said I will take it if you knock off $300. I stood up shook his hand and said thanks for stopping buy, and walked out of my office. I heard his kid say. "Daddy why did you mess it up? We want the new car, and then started throwing a tantrum. The left in the new van at the original figures.
2. When I was still in sales had Dad in my office, Mom had the kids in the rest room. told him the payments were $425 a month on the Explorer they wanted, he said no way the budget was $350. About that time Mom and daughter come in, I would guess daughter was around 8. Mom said "Whats up" He told her the payments were $425 and that they wanted $350. His daughter chimed in "But Daddy you told the guy at the other car place that you wanted $450. They hooked up at $425.
3. Last one, had a guy really wanting to play the game, he new this, he new that, he new what invoice was, he wanted the hold back, he was actually a real A-Hole. I went to get a key and his son needed to use the bathroom, I told them I would take him when I went in. When the kid came out of the bathroom he said "Whew I am glad this is our last car place today, my daddy said on the way here you had the color he wanted and he didn't care how much it cost, he was taking it home with him. $500 off of sticker and he hooked up.
So anybody who wants to bring there kids in with them come on and see me
Then again, I actually take off work to go test-drive cars. And when I am ready to buy, I bypass F&I by sending a check by mail and I forwarn the salesman I am NOT going through the delivery spiel but will give 100% on the survey if I am outta there in 10 minutes.
Everyone wins! It really doesn't bother me to spend time at the dealership - I just hate shopping in general and once I make up my mind I am ready to go.
-thene
We had a customer buy an Acura because her cat liked it.
She traded in a nearly new Jag that she said her cat didn't like.
She put the cat in the back seat of an RL, cat began to purr, done deal.
I just came back from the service department of my Mazda dealer. They have a room set off with toys and those large plastic play structures.
What I find funny about this is the obvious inference that people out there won't notice the comparison is not even fair, that comparing a nearly $22,000 car with two others that barely crack $18,000 is ridiculous.
But then again, I deal with enough ignorant people who don't even know their own address that I guess this ad would fool. To me, it says a lot about the people running the ad agency, the people they pitch this idea too, and the idiots who approve it. No wonder Chrysler is hemorrhaging cash and MB is trying to sell them off.
Just my two cents.
Dogs stink, slobber, shed and chew on things.
The worst trade ins are "dog cars". Nothing gets the smell out.
we are about to loose it, but "no problem" he says... he laughs it off and says he had youngsters once too.
now of all the people you *might* expect would freak could be the F+I guy, specially when you dump on his turf, but no, he's a total pro. fires up the printer and prints another set of documents and chats it up with my wife.
hmmm. you don't think he was interested in my wife do ya? :surprise:
As much as I like kids I still say a car dealership isn't a good place for them. They won't like being there either.
We too have a play area and coloring books that are a godsend.
Kids get hungry, bored, they whine, sing, scream, knock juice boxes over, break things, trash cars etc.
And some are complete angels and do none of the above.
i clearly understand they can be a nuisance with other clientelle; or be endangered by travelling out and about the lot.
but kids, bless them are a reality of life. if there were none, there'd go your future customer base.
tell me you don't enjoy the parents getting the little ones inside that odyssey or pilot and locking down the deal for you. :shades:
Replace "Kids" with "Adults" and it sounds like a few posts we've seen here recently - e.g. graphicguy, "Stories from the Sales Frontlines" #8698, 28 Feb 2007 6:17 am
tidester, host
SUVs and Smart Shopper
We have a play area as well in one part of the showroom.
2016 Audi A7 3.0T S Line, 2021 Subaru WRX
Another thing small kids like to do is SLAM car doors and blow the horns of the cars on the showroom floor.
And, I worry about them getting hit by a car as they run around our crowded lot. A couple of years ago a four year old brat (yes, he was a certifible brat)jumped into one of our golf carts and ran it into the side of a new Accord.
Like I said, I like kids but there are better places for them than a busy car dealership.
read on these forums. He was "pounced" on by yourself... and several of your peers. He too vowed to leave and never return. That is until this peacemaker, by the name of Jipster, stepped in to calm the storm. Moo has since returned(thankfully), but having to be politically correct has taken the edge off some of the stories he can tell.
Long quote, but whatever. Interestingly enough, I've found that my temperament has been tamed a little. I've become a little more understanding of the people I work for and a little less cynical. That was after I made the move to Honda.
New news though. I've gone back to selling Nissans! So now that make can be represented here. I found the store I worked at was not the right fit for me. Too much high volume which led to too little gross profit for me. I prefer the family owned dealership that has a tighter knit to it.
My stories have definitely changed a little and some of that was due to the lambasting that I received at the hands of both salesman and consumers here. I hope to give you guys some decent stories though as they arrive. For whatever reason, the store that I've gone back to working for always had better stories coming from them.
Different make, different customers. Don't always think of me just trying to be politically correct though. I think I have chilled out a little bit. If the customer needs to be blasted, I'll be happy to do so.
Looking forward to more stories on the forum! As as I either remember a good one or have one happen, I'll post another.
-Moo
I retail at farmers' markets and I can tell you, the same grinder who will argue for hours over $50 will argue for hours over 50 cents.
When I'm at a market I will always know what any item on my table sells for at Wal-Mart because my customers tell me as they leave and drive 20 miles to save a dime!
I once had a woman paw through over 300 tomatoes one at a time (while blocking other customers) and after 25 minutes walk away. I also get asked frequently questions such as: "If I buy two of these will you give them to me at half price?" or "I just bought plants like yours at Lowes', can you tell me how to grow them?"
So don't feel bad Isell, people are the same all over. As one of my farmer friends once said: "Retail would be great if it weren't for the customers!"
Now...can I get that custom order accord in puke green for $2000 under invoice???
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
Very true with it being easier on parents. One of my earlier vehicle purchases was on a used 94 Buick Century Station Wagon. We took our little 3 year old girl, who despite being an angel, still liked to wander around and explore. Well... let's just say it's easier to focus on car matters and negotiation without having to attend to the needs of a toddler every 3 or 4 minutes...probably should have gotten another $300-$400 off that deal.
That is why you have to do your own research.
Can we have a "Stories about each other" forum?
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
FWIW I'm not a big Sebring fan anyway regardless of there 'exclusive' stain resistant seating.
Its tax season and I am in the tax office this evening and someone comes in asking how much to do his taxes. I get his information and give him a good price. His response was that H&R Block will do it for $X less. Knowing full well H&R block wouldn't touch it for what I quoted I gave him directions to H&R Block. People will tell you anything at times to get the price down.
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
Under that particular scenario, the sales girl called the customer back into her dealership, indicating they would meet his terms. If I was that sales girl, and I want to get a good CSI score, I would consider taking 5 minutes to inspect the exterior and interior of that car. That way, I could either tell my customer, "I just inspected your new car, and everything looks great!"; or "I just inspected your car, and I found a couple of dings in the hood that you probably weren't aware of. I'll make sure these are repaired at your earliest convenience and to your total satisfaction."
Either way, I'm guessing the customer would be appreciative of my proactive approach.
But I'm not in the business, and so it's easy for me to cast stones. Am I expecting too much?
You get what you pay for.
When I recently purchased my 2-year old BMW, the girl in the Finance Office flat-out lied to me. I performed some research after the purchase, to prove it. I emailed the General Manager, and he responded promptly and thoroughly with some damage control. When my salesman discovered this, he called me and pleaded with me to not degrade my score for the Finance Office experience, because it directly affected his own score. He recommended that I provide some commentary in the space provided, which wouldn't affect his CSI. Since he did a good job for me, that is exactly what I did on my survey.
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
HR Block was hiring people to stand in front of other chains and independent tax preparers and hand out their brochures in Chicago.