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Stories from the Sales Frontlines

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  • mackabeemackabee Member Posts: 4,709
    How on earth do you sell these things with no test drive? I let everyone test drive whether is a lowly Yaris or the Mighty Landcruiser. One of my best customers owns a Landcruiser, FJ Cruiser, Tacoma, and his wife owns a Lexus SC coupe. The local Lexus dealer tried that crap with them and guess what? They drove up the interstate about 80 miles and bought from the Lexus store up there. Sometimes I just don't understand. It's a car! not a museum piece.
    :sick:
    Mackabee
  • british_roverbritish_rover Member Posts: 8,502
    image

    Something like that?

    Pass the popcorn would you and do you have any milkduds?
  • asafonovasafonov Member Posts: 401
    BTW how much will your 3/4 or 1 ton truck pull with a diesel engine and dual rear wheels? Oh thats right you don't build one, you are marketing the metrosexual.

    I see quite a few contractor trucks (with company marking or not), of all brands, that are half-ton, and very few duallies around here. So Joel, I think you are stretching it.
  • mackabeemackabee Member Posts: 4,709
    You may want to go to youtube.com and check out the videos of the Tundra VS the F-150, Dodge Ram, and Chevy Silverado. They were put up by a Toyota dealer and they are quite eye opening. I think Joel is checking them out right now since he's been real quiet in the last couple of hours. ;)
    Mackabee
  • benderofbowsbenderofbows Member Posts: 542
    When I think of Marketing as related to Ford Trucks, all I can picture are the TV personalities of several local Ford dealers...

    "Now through the end of the week ONLY,
    see ANY NEW SUPERCREW F-150
    and take TEN THOUSAND DOLLARS
    OFF THE STICKER!!!
    ONLY at SCREAMER FORD!!!! "

    I've yet to see one of our Toyota dealers do anything like this for the Tundra. They did show the relatively small rebates on the old body style Tundra before the new ones started hitting the lots... just without the screaming.
  • lrguy44lrguy44 Member Posts: 2,197
    How on earth do you sell these things with no test drive?

    We do test drive after all else is in place. A S/C Range is a $93k vehicle that is still at MSRP. Just do not want to pile miles unless the deal is all set contingent on the test drive. It is not a Yaris or a Land Cruiser - or anything that Toy or Lexus (or Ford, Honda or GM) compete with.
  • madmanmoomadmanmoo Member Posts: 2,039
    I got a phone call this morning from a young lady who wanted to get a vehicle, but told me she had shaky credit. I told her to come on in and we would put the best deal possible together for her.

    She arrives and I see her pulling onto the lot in a vehicle that has a drive-out tag on it. She had actually signed the paperwork and driven off in a Honda from the store that I used to work at. I'm a bit surprised and ask her why she is driving around in their vehicle. She had signed all the paperwork, but her Mom was a cosigner out of state and hadn't signed the paperwork. Hrm......no deal there. Let's proceed!

    We pick out a vehicle and we are able to get a lower rate than she was offered at the Honda store. She's happy, likes the car and is all set to go. I got to take a look at her old paperwork from the Honda store. I see that the manager that signed off on the deal is the manager that I really didn't like while I worked there.

    I wanted to drive her old vehicle back to the store and hand that manager the keys, but my Nissan SM told me "No dice". So, I don't get to enjoy that today.

    Always fun to pick up deals with some fur on them. =)

    -Moo
  • qbrozenqbrozen Member Posts: 33,740
    wow. that's scary.

    so you were able to get her a deal with no co-signor?

    '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

  • madmanmoomadmanmoo Member Posts: 2,039
    No,

    We gotta jump through the same hoops, but her stepdad had queered the first deal. We talked to him on the phone and he gave his blessing on this one. He had vetoed the first one. So, we still need to have mom co-sign, but we SHOULD be good.

    -Moo
  • boomchekboomchek Member Posts: 5,516
    :mad:

    A friend from my previous delaership referred me a customer to buy an Altima SL.

    There's not many of them around, and we tend to keep the grosses on them because of that. So the guy calls me and wants to get it at $100 over cost cause another dealer is doiing it at $200 over cost.

    Because we have a traget to make I told him over the phone we'll do it and the car is on the lot so he just has to come in and buy it, and drive away.

    The guy starts tellig me it's still too much, and we should do better and so on. First of all we beat the price he was getting, and we ave the car in stock, and I told him I'm not going lower than that.

    He compalins to me that it's too much money and so on. At this point I was getting frustrated and told him if it's too much money then he should buy a lower model, it will cost him less.

    Then he has the nerve to tell me I should cut my commission for him so he can get a better price. I got so choked for him saying that because a) it would be a $150 mini to begin with, and b) I don't cut my commission for anyone unless it's my immediate family.

    I don't even know this guy, and now he wants me to work for free for him, heck, he should first "cut" his wife's paycheque if he needs the money before he starts to ask a stranger to give up his pay for him. What a idiot. I told him no, and to get lost in a nice way.

    He calls me about an hour later and tells me a friend of his is at another dealer buying the exact same car (yeah right, what's the coincidence), for $700 less than we offered and wants me to beat that.

    I told him the price I gave him was the final price, and if he wants it he can come and get it.

    He told me why would he do that when he can buy it at the other place for $700 less. I asked him, why is he calling me then, and not going to the other dealer to buy the car. I already told him my last price, and if it's too much he can buy it elsewhere.

    But this guy is still on the phone, asking me if we have it and what not. If the other quote was real he'd hang up right away and go buy it. Then he tells me if we change our mind to give him a call. What a flake. I was happy he wasn't coming down. Sounds like a high maintenance customer with never ending demands.

    Cut my paycheque for him... :confuse: :mad: Take a hike pal. Come down and wash some cars for us, amybe then I'll get you another $100 off.

    2016 Audi A7 3.0T S Line, 2021 Subaru WRX

  • thenebeanthenebean Member Posts: 1,124
    i can't stand people like that. they think that everyone owes them something.

    its just unreal...

    -thene :mad:
  • thenebeanthenebean Member Posts: 1,124
    :cry:

    all i got was the red X...so i couldn't tell you if thats what i was looking for (though i'm sure it was!)

    sorry, no milkduds - i do have hershey's kisses and miniatures at my desk though...

    -thene :P
  • joel0622joel0622 Member Posts: 3,299
    You may want to go to youtube.com and check out the videos of the Tundra VS the F-150, Dodge Ram, and Chevy Silverado. They were put up by a Toyota dealer and they are quite eye opening. I think Joel is checking them out right now since he's been real quiet in the last couple of hours. Mackabee

    Sorry for the delay we have been busy delivering F-150 trucks while you have probably been watching the lot attendant weed eat around the tires of your Blundras :D

    I will find the link to the video I spoke of. As far as comparison test and videos I would be suprised if a Toyota dealer put anything up other then pro-tundra propaganda.

    Be back in a little bit with some good stuff. Got a couple deliveries to take care of.
    :)
  • british_roverbritish_rover Member Posts: 8,502
    Like LRguy said it is a $93,000 plus vehicle and not some dinky Land Cruiser. There are less then 2,000 shipped to the US a year so many times a dealership will only have one of them.

    If we only have one it is in the showroom and it is not going to be driven by just anyone. If it is a repeat customer, a referral or something else similar then fine we will pull it out and let them drive it. If we have more then one then yeah most likely we will let someone drive it but I am going to use my own judgment about that. It will also be a quick test drive just a few miles and no highway driving.

    I don't even have a Supercharged Range Rover here for someone to test drive. I also don't have a Range Rover Sport or a Supercharged Sport to test drive. We are all sold out until next month.
  • mackabeemackabee Member Posts: 4,709
    I see. Are all your customers so retentive that they want their vehicle with no miles? What about dealer exchanges? You have those flat bedded in? I still don't agree with your policy. I'm sure if you were more flexible you'd sell a lot more cars. My philosphy is assume anyone on your lot can buy until they prove you otherwise.
    :)
    Mackabee

    p.s Anyone seen Joel lately? ;)
  • mackabeemackabee Member Posts: 4,709
    "dinky Landcruiser"? Excuse me? Them there are fighting words my friend. Look up the history on the dinky Landcruiser before hurtling those kind of insults.
    :mad:
    Mackabee
  • british_roverbritish_rover Member Posts: 8,502
    I know the history of the Land Cruiser quite well. Unfortunately the current generation has gotten bloated and fallen away from the original concept. Seriously though how many of them does Toyota make a year? I would guess at least 100,000 and then if you add in the LX470 which is a virtual clone of the Land Cruiser that probably pushes the total close to 200,000. Range Rovers are niche vehicles with only 12,500 imported to the US a year.

    Is there anything in the Toyota stable that is produced in such low numbers?

    A Land Rover was the first vehicle across the Darien Gap remember and a Range Rover was the first all vehicle expedition to cross both American continents North to South.

    http://en.wikipedia.org/wiki/Darien_Gap
  • mackabeemackabee Member Posts: 4,709
    "Blundras"? Ok, when all fails resort to name calling. ;)
    "delivering F-150 trucks" probably to the last remaining "a" or "x" plan buyers. :cry:
    Mack
  • mackabeemackabee Member Posts: 4,709
    Only 12,500 a year? How on earth do you survive?
    I guess you missed my point entirely. Has nothing to do with numbers but customer service. ;)
    Mackabee
  • joel0622joel0622 Member Posts: 3,299
    And last time I checked we were kicking Ford's butt in the passenger car segment. Plus we've already overtaken GM as the largest manufacturer in the world. Last frontier to conquer is the USA.

    You have also surpassed every one in recalls this year to.

    Thunder on the Tundra: Toyota Trucks Ahead in 2007 Recalls

    If you've merely done a moderate amount of Internet surfing or cracked open a newspaper lately - just about any newspaper - you've undoubtedly seen the news that Toyota has once again passed Ford in worldwide auto sales and may pass GM sometime this year.

    But what you may not have seen is that Toyota has already passed both Ford and GM in a different category - automotive recalls.

    Although we've barely passed mid-February, Toyota has already recalled 533,417 vehicles this year in a mix that, according to www.AutoRecalls.us, includes Tundras Sequoias and Camrys. That puts Toyota on track to recall more than the over 1.76 million autos they recalled in the U.S. and Japan in 2006, and the 2.2 million they recalled in 2005 when they recalled more cars than they built.

    What's more, the current recall related to the Turdra trucks and Sequioa SUVs is similar to the same defect in 800,000 of the same vehicles in 2005.
    Maybe somebody at Toyota isn't paying attention?
  • lrguy44lrguy44 Member Posts: 2,197
    Mac, anybody can drive any car we have - just like you. But S/C Ranges and Sports are special, high demand, high ticket items. 60k to us is medium price point. The S/C Range sells north of 92K. We just don't want to mile these up with joy riders - and yes , the people that can afford these cars are not Camry buyers ( or Land Cruiser for that matter). They are very particular people, and many have more than 1 Range Rover
  • lrguy44lrguy44 Member Posts: 2,197
    Mac, we do both front and back and desk our own deals on all cars. A VERY nice living can be had on 9-12 units per month. Last year North America sold 48,000 units - a record. World wide we do 200,000 units and put 1 billion in Ford's profits - not sales, net profit.
  • oldfarmer50oldfarmer50 Member Posts: 24,225
    "...but her mom was a cosigner out of state..."

    Do I understand this right? This babe has bad credit, scams the Honda store with a promise of mom as a cosigner, drivers around in their car to ANOTHER dealer and makes a new deal?

    Why would you trust her to not do the same thing to you?

    I think I was born in the wrong century. I would never have the gall to pull something like that.

    2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible

  • british_roverbritish_rover Member Posts: 8,502
    I would put my customer service up against anyone elses.

    Do you offer loaner vehicles for your customers?
    Valet service? We pick up cars for service that are an hour and a half away from the dealership one way.

    I have flat bedded cars to peoples houses to do the deliver there. We have our own trucks and trailers for flat bed service. Sorry Joel they are Dodges... :P

    We survive by high margins and we sell more then just Range Rovers obviously. Grosses above 9,000 dollars are not unusual at our store.

    There are only 150 or so Rover dealers in the US.

    All numbers approximate

    12,500 Range Rovers
    18,000 Sports
    18,000 LR3s
    20,000 LR2s (this one is a guess since they haven't been out a year yet)
  • joel0622joel0622 Member Posts: 3,299
    Did I miss a good video? What's the link please.

    It was a video that Toyota had on there web site. It was a behind the scenes video on how they set up for the commercial that has the truck on the teetering bridge. As they showed all the workers it took to set it up it had the the steel workers rolling on to the job all in F-Series trucks, and some electricians in Rangers. The only Toyota on the job site was the one in the (misleading) commercial.

    You are probably thinking Joel, why was the commercial misleading? Well since you asked I will tell you.

    The announcer says something like..."it's hard work towing 10,000 pounds..." What they don't tell the consumer is the trailer is 5000 lbs. and the truck is 5,000 lbs... So there not towing 10K, they have a truck pulling 5K

    Next the announcer says..."it's just as hard to stop 10,000 pounds..."
    What you may not notice is the fine print that says: "Trailer equipped with electronic brakes." So the truck is not stopping the trailer, there trailer brakes combined with the truck is stopping the trailer.

    It then goes on to say that it is the leader in fuel economy. The truck in that commercial isn't. That truck had the 5.7L V8 and correct me if I am wrong but the only axle available with that powertrain is a 4.30. You won't miss a gas station with a 4.3 rear end.
  • qbrozenqbrozen Member Posts: 33,740
    that's exactly the point I was getting at.

    And I'm sure moo will be mad if she does it, too.

    '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

  • joel0622joel0622 Member Posts: 3,299
    They did show the relatively small rebates on the old body style Tundra before the new ones started hitting the lots... just without the screaming.

    Bigger rebates then Ford has on there trucks

    tundra incentives
  • madmanmoomadmanmoo Member Posts: 2,039
    I hear ya. She has every opportunity to do the same to me. The only difference is that she consulted her stepdad first this time. So we SHOULD be good.

    We deal with all sorts of folks here. Lots of fun! =)

    -Moo
  • joel0622joel0622 Member Posts: 3,299
    Your deal will stick Moo. They always do if your the second one to contract them and show them a better deal then the first. Is the step dad in town?
  • madmanmoomadmanmoo Member Posts: 2,039
    Nope, and yes, I'm confident it will stick this time. We reduced her rate by 7.5 points. Plus, she had purchased a VP Accord, which is very stripped. It was used with 8k on it. She bought a Versa from us that was very well equipped for less money. Kind of a no brainer.

    =)

    -MOo
  • british_roverbritish_rover Member Posts: 8,502
    Whoa you reduced her rate to 7.5 percent or by 7.5 percent?

    If you were able to reduce her rate by 7.5 points then she was getting hosed big time at the Honda dealer.
  • joel0622joel0622 Member Posts: 3,299
    So is this the old highlight where he signs, stick it in a fed ex envelope with a return fed ex envelope trick? if the customer does his part you could have your deal tight in two days.

    I had a deal on a used F-350 one time that I had right at a$4500 gross on. The wife signed and the husband was on a job site about 300 miles from here in Indiana. this was on the second to last day of the month. Normally the deal would have counted for the month because I had delivered it, but for some reason the boss had a stick up his butt and told me at that if I wanted the deal to count I had to have it tight before the month ended.

    That meant $1800 my part because I had hit the 40% mark. So I was guaranteed 40% now but next month I only had 25% guaranteed if i had a bad month. That was a $675 swing. So I jumped in a car and made a road trip to this guys job site to get the paper work signed. I knew he was building a Wal-Mart so I just found the job site and started asking if any one knew him. It was funny as crap when I found him, he looked at me and asked why in the hell did you drive all the way here? I will be in town tomorrow. I replied "Sir I would have hated to see you spend your day off in a car dealership? Then I told him I needed the sale in this months biz.
  • volvomaxvolvomax Member Posts: 5,238
    British Rover said they were sold out till next month.
    How is letting someone test drive a car you don't have gonna sell you more?????

    Believe me, high end customers understand the policy,and will buy the car if they like it.

    Note: This only applies to high end,limited issue cars.
    Not your garden variety stuff.
  • joel0622joel0622 Member Posts: 3,299
    Like I said earlier, the folks buying the high end stuff usually appreciate the fact you don't let every Tom, Dick, and Harry take the car for a spin around the block.

    I have never had a BUYER complain about our policy on SVT products or on the Shelby.
  • mackabeemackabee Member Posts: 4,709
    Joel, how about using the spell check provided on this site if you're going to copy someone else's words. This article is an obvious attempt at discrediting TOYOTA and also very misleading. What these people refer to as recalls are actually voluntary service campaigns which are totally different that recalls. Recalls are mandated by the federal government and are safety related, sort of like the one Ford had on their Exploders rolling over which they blamed on Firestone and people were actually killed or severely hurt. Can you say Pinto? ;) That's a recall. Not where voluntary notification is done and no reports of injuries have been documented. This is fun ain't it?
    :shades:
  • mackabeemackabee Member Posts: 4,709
    Maybe you need to read the book "The millionaire next door" These people are very particular also and most of them can afford to buy whatever they want and YES even Camrys. If these customers are so particular you should be able to tell the difference between the joy riders and the actual buyers.
    :shades:
  • mackabeemackabee Member Posts: 4,709
    Joel, are you a Truck Champion by any chance? I didn't think so. Now I'm not the brightest light on the planet but I do know that if you're towing more than 10,000 lbs you will more than likely need a trailer with trailer brakes and a trailer brake controller to help you stop. Now this commercial is aimed at intelligent buyers and it shows the 5.7L engine which IS rated to tow over 10,000 lbs in any configuration of this truck. :P
    Mack
  • isellhondasisellhondas Member Posts: 20,342
    Don't let this escalate.

    Ford builds great trucks and so does Toyota.

    I will say Toyota is a "Johnny Come Lately" to the larger truck market while Ford has repeatly paid their dues.

    Peace...
  • british_roverbritish_rover Member Posts: 8,502
    Exactly and we are sold out till next month on Sports.

    If someone wants to test drive a Supercharged Range Rover then they might be able to do it in the Fall.

    I doubt it though because we will most likely have the half a dozen SC Range Rovers pre-sold before they arrive.

    This month will be the fourth time we have been sold out of Sports since they launched in July of 2005.

    Previously we were sold out...

    1. Middle of November 2006 through middle of December 2006
    2. End of December 2005 through end of January 2006
    3. End of August 2005 through September 2005
  • joel0622joel0622 Member Posts: 3,299
    Joel, are you a Truck Champion by any chance?

    I don't know because I don't know what a truck champion is. I know I work for the Champion of Trucks though :D

    What I find funny about all of this is that if Toyota wants to brag on being #2 in the world and working at #1 they have to take what comes with it. One thing being the increase in recalls. You can call them what you want but they are basically do-overs. Oops we screwed up, we need your car back to fix our error. The more you produce the more do overs you need.

    Before Toyota got there numbers up they used to raise there noses in the air with a sense of no one is better then us. Well welcome to the big time, if you do big numbers then you have bigger problems.

    Honda has been pretty smart about this. They saw the fall of the domestic and they want no part of it. Toyota has blinders on and I see them going down the same path we (the domestics) did.
  • volvomaxvolvomax Member Posts: 5,238
    I think those of us who sell high line are more familiar with the buying habits of the wealthy than the author of some book.
  • mackabeemackabee Member Posts: 4,709
    Yeah, whatever.
    :)
  • joel0622joel0622 Member Posts: 3,299
    OK the names have been changed to protect the innocent and my job.

    About 3 weeks ago i had a guy come in my office and finance a F-350. $53K truck + GAP, Lojack, and Service Contract. Total OTD $62253 less his $2500 down.

    We will call him Mr Bad Check or Mr BC for short.

    Mr BC writes me his $2500 check and takes delivery. I did not tele check his check so thats on me. A few days later the bank returns his check for NSF. I call Mr BC and say hey your checked was no good what do I do?

    He says oh I am sorry I had the wrong check book with me, let me transfer the $$ today and you can run it again tomorrow. Same check, same result, it bounces.

    So now I am mad and I call Mr BC back and tell him that if I don't have a $2500 cashiers check by noon the next day we will turn it over to the authorities. In TN a check of that amount is a felony offense.

    I hang up and the next call I get is from the bank he had his trade in with. Two days after they quoted us a pay off he had a check come back to them he had stopped funds on, so they could not release th title to us.

    I call him back and tell him to add $465 to the $2500 he already owed us. I explain why and he starts dog cussing me. I just calmly told him, consider your self served. he asked what that meant and I told him the Sheriff would explain when he got there.

    About two hours later he calls begging me not to serve the warrant and he would be here in an hour with all the money. He shows up,no pleasantries are exchanged, just cash. I give him a receipt and he leaves.

    Now this is no big deal, I have to threaten some one with the "your going to jail" card once every few months. It comes with the job. But here is the part that amazes me.

    He came back today looking at a truck we traded for a few days that he wants TO WRITE A CHECK FOR!!!! This chuckle head got mad when I told him he had three options.

    1. Bring me 45 $100 bills in U.S By God We Trust cash.

    2. Get a cashiers check.

    3. Pick the truck up when the check clears.

    Just fricken amazing.

    He claims he will be here at 10:00 AM tomorrow with the cash. i will let you know.
  • lrguy44lrguy44 Member Posts: 2,197
    Mack, after 4 years at a Porsche - Audi store and 6 years at LR, I think I know the buying habits of my customers. They actually appreciate the way we work - by the way, store CSI and each sales guides=de is above national average. Yes, I did learn my trade at a Dodge store, so I do know the difference between high end and normal car sales - it is a different world in many ways.
  • joel0622joel0622 Member Posts: 3,299
    Have I told the story hear already about the guy who ran himself over with his own car on our lot? I don't want to start repeating myself. :D
  • joel0622joel0622 Member Posts: 3,299
    I would love to get a taste of working a store like yours. I bet it is great working in an environment where the tail isn't wagging the dog.

    Since you do both the front and the back of your deals do you get paid the same percentage on both or do you get paid more on the front end gross then you do the back?

    I am going to take a guess, tell me how close I am.

    A 6yr/100K Service Contract on your top dog runs $3900. Am I close?
  • kyfdxkyfdx Moderator Posts: 266,190
    The guys in "The millionaire next door" don't buy $90K cars and trucks.. They drive Chevy Impalas or Ford Tauri, until they fall apart...

    Those guys have nothing to do with the typical Land Rover buyer.. (or other high end make). Regardless of actual wealth, those guys are all about spending money, not saving it.

    regards,
    kyfdx
    visiting host

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  • joel0622joel0622 Member Posts: 3,299
    How boring is that :D
  • lrguy44lrguy44 Member Posts: 2,197
    I really have a great gig - it is a country club and we get paid same % on back as front - goes from 20% to 27% based on volume. However, our grosses are higher than "normal" cars too. What is neat (and you can tell from BRover's posts) we all develop a real passion for the product. On the warranty, you are real close on a $100 deductible.
  • oldfarmer50oldfarmer50 Member Posts: 24,225
    "...Ford builds great trucks and so does Toyota..."

    Can't tell that by my experience. 1985 Ford F-150. 250K and still starts every morning. 1986 Toyota pick-up. 120K and you could put your foot through the bed. Rolled off to the junk yard years ago.

    And I'm not a big fan of Fords.

    2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible

This discussion has been closed.