Stories from the Sales Frontlines

jb_turner

This can also be said of the customer. There are cutomers that waist a salespersons time.... there are customers that will wasite time grinding and walk over $5... This business is a 2 way street.

mackabee

Honestly, I don't think they are going to buy it. They didn't want to drive it which is the first sign, and they complained about the lack of center pass-through. These are objections that you had to overcome right then and there. I would have insisted they drive it if they were really interested. The center pass through is no big deal so I would have asked if that was the only thing keeping them from buying it. Who knows I may be wrong. Let us know what happens. You got me hooked!
Mackabee

tbaxxon

but do any of you people ever think that the nature and practices of the car sales business is the driving force behind some of this craziness? I cannot think of any other retail business that tries so hard to take advantage of people for a one-shot deal. Most other businesses try hard to assure customers that they will get the best treatment at their store,encouraging repeat business. Car dealerships invite people to put their back up before they walk in....and keep constantly aware. I usually start treating everyone the way I would like to be treated....this typically does not last long at car dealerships. I drive 50+ miles to get to the (few)places that open and honest in their dealings. I always wonder how the others stay in business so long!!

You will never get a car salesman to see that. They want to view the BUYER as the unreasonable one. The Customer is wrong to them. Wasting their time. Looking to get the best possible price in a scenario set UP BY AND FAVORING DEALERS. A scenario that worked very well in the times when research was not so abundant. But for the few that don't do the research they are still doing business the old way in hopes of the ever highly regarded "HOme Run". Unfortunately ALL rookie and experienced customers suffer "on the mound"

The customer is the evil one to them. In no other business is this so prevalent and obvious. Except maybe the Cell phone business. Its amazing that people's perceptions of those career salespeople are at the bottom of the respect/trust area of all sales and trades. Its funny...They BOTH set up a rosy buying scenario unrealistic expectations through ads and talking points then complain when customer don't want to play by their rules because its not as advertised..... Read cell phone forums. They hate customers for expecting "free" phones.....Go figure.

Screamer ads and associated tactics are the very reason customers are defensive
There is no loyalty where there is deception. Every car sales person believes his/her way is honest. We don't and should not until the perception of the industry is changed by industry action not individual words by highly pressured sales people who will be, do , and say anythinig to get those front wheels "over the curb":.....

tbaxxon

This can also be said of the customer. There are cutomers that waist a salespersons time.... there are customers that will wasite time grinding and walk over $5... This business is a 2 way street

No its a one way street for you and a multi way street for the customer. You HAVE to sell to survive. They can travel many streets for as long as they want to buy from many sources.
You are errantly assuming the customers are considering their time "waisted". In fact they are doing with their time what they feel is needed to get the result they want and do not consider it a waste, Nor do they consider they are wasting your time because its YOUR job to be there anyway for the laydowns and the tough customers.

It does not matter what the customer does. THEY ARE THE ONES WITH SOMETHING YOU NEED to survive. They have choices you don't. You HAVE to sell. They don't have to buy. They are shopping using their time wisely for their purposes. If they want to walk over $5. Guess what. Its because they CAN.
They have the control and sales people hate to lose control of a sale, It makes them mad enough to curse and lose their tempers. I have seen this play out in many dealerships much to my amusement. I applaud the customer who wins the grind game and stands their ground because an extra $2.00 per month is unreasonable to them! They WILL get their deal. It may take a lot of time but they will get what they want and not roll over in the face of intimidation and ridicule.

greanpea68

Pretty slow around here today. In Mass this weekend you don't have to pay 5% tax on any purchase under $2500.00 Furniture stores and appliance stores are very busy this weekend.

madmanmoo

We had that a couple of weekends ago. We were dead as well. I was a little bit surprised. Unless you're buying in bulk, how much could you possibly be saving? Wouldn't just waiting on a sale be the same thing?

/shrug To each their own.

-Moo

tbaxxon

In South Carolina here the cap on tax on a car is $300. They aren't crowded either LOL

greanpea68

It is only up to $2500. At 5% people are only saving $125.00 And for some resaon I believe if you are buying a living room set for that much I think you would be able to negotiate that differance off.

chetj

grinder...that is a good one...then u have the dealerships who charge for fabric guard and "market" adjustments

chetj

overrated to me...now jessica biel is hot

chetj

i guess we all deserve each other

madmanmoo

Ok, I told you guys in a previous post about the lunacy going on at our dealership. Did noone see that someone pooped their pants and left their drawers in the bathroom? No joke, this happened. I checked today for full moons, but apparently it isn't. Ahh well, my only superstition is proven wrong.

-Moo

greanpea68

Did noone see that someone pooped their pants and left their drawers in the bathroom? No joke, this happened. I

Yes I caught that yesterday, I thought it was the funniest part of your post

Did the pooper just leave it on top of the waste barrel or did he try and camouflage it in toilet paper and paper towels?

greanpea68

They hate those who are responsible for their livelihoods more then any other career except maybe law enforcement. LOL

tbaxxon,

Please don't stop posting. Your veiws are more amusing everyday that goes by. Keep up the good work. Spread the word. You should write a book,or better yet make a movie about the car business and how horrible they treat people. You could call it " Bite the hand that feeds it". Priceless.

Your biggest fan,

GP :shades:

isellhondas

I don't think those were serious shoppers. They wanted to nitpick something so they found that center pass through as a "reason" not to buy the car.

Be glad they didn't drive it. They were either strokes or they simply didn't like it and didn't want to waste their time driving a car they had no intension of buying.

isellhondas

I realize your post was tongue in cheek but if you just ignore him, he will probably go away as the countless other hecklers have.

mackabee

How about Vida Guerra?
Mackabee

oldfarmer50

"...someone pooped their pants and left their drawers in the bathroom...I checked today for full moons..."

LOL You do know how to turn a phrase Moo. I supose if someone leaves their drawers behind they might be running around with a FULL MOON!

You should be glad that the person doesn't return and expect their dirty drawers to be washed and pressed. :P

mako1a

I just leave if the upgrind begins. They take my very reasonable offer as I present it or they don't. Just as long as you get it...the guy with the dough sets the rules. The guy with the tin wishes he had the dough.

However, I don't care if I buy a car in the next week or the next decade. Folks in a hurry may not have the same luxury.

epiney

Did noone see that someone pooped their pants and left their drawers in the bathroom? No joke, this happened

Did it happen during price negotiation for the car or the F&I office?

mako1a

Maybe we should have dealerships set up by price range. Instead of brand, lets do $10k-$25k stores, $26k to $50k stores and above $50k stores. When you walk in you go straight to F&I and get a color coded tag giving you limits so you don't waste time looking at an Avalon when you really need a Yaris. After that you're free to shop in your area. You pick colors available on your priced cars from a book also before entering the lot. Test drives will be on a controlled road track behind the store with auto engine shut off feature if you go outside the lines, too fast, etc. Stores will be huge with every conceivable option package presented on each vehicle. And if you don't qualify for anything the floor lights up directing you to the exit.

isellhondas

" However, I don't care if I buy a car in the next week or the next decade."

Yeah, right...

" I'm in no hurry whatever...I don't care if I even buy a car"

" My old car is perfectly fine...I'm in no hurry"

When we hear these words, we tune them out. We hear this everyday. It's either pure BS or the shopper is a stroke.

" The guy with the tin wishes he had the dough"

Ah, some of us already have the dough.

mackabee

So Joy and Mark and their little girl go on a test drive while our UCM takes a look at their trade. He comes back and makes a couple of calls and looks at the "Black Book". He writes a figure on the appraisal: $5800.00 "What do they owe on it?" he asks. "Nothing, that's the good news. Bad news is they bought it in May of this year for 11 grand." I respond. "Why do they want to trade out?" he asks. "I don't know. I'm confused. :confuse: Their trade is bigger so they aren't concerned about the room. They do love bimmers, they told me after driving a BMW they wouldn't drive anything else. I don't know if they are playing with a full deck."
Mark and Joy get back from the test drive and we sit down and go over the figures. The first objection is over the trade. (Isn't it always! :P ) "Only $5800.00 for our car?" she asks. "Yes. That's what is worth to us as a trade in." I tell her as I look at both of them to determine who is the strongest one of the two. "I was hoping to get more." she says. "What's the least you'll take for the car?" I ask her. "$7000.00." she replies. "So if I can get you another $1200.00 for the trade you will buy our car.?" I ask. "Yes, but first we want to see the car clean and some things fixed." The window washer reservoir tank needs replacing, and she points out an emblem the previous owner placed on the rocker panel. It looks like some kind of ancient symbol. "Will they change the oil too?" she asks. "We'll change the oil, detail it, replace the washer tank. If you are not happy when you see it you don't have to take it." I tell them.
I go back to the UCM and tell him they want another $1200.00 for their car to do the deal." He crunches some numbers and says he can do it. I look at the gross screen and after pack we are down to a mini. I've only spent about an hour with this couple so I just want to get it over with and go home for dinner. I walk back to the customers and show them the new figures. They would have to give us a check for $8300.00 plus their trade.
Reality sinks in and they tell me they have to think it over. "Will you call us when the car is ready to be sold?" she asks. "I can't guarantee the car will not be sold. Somebody else could walk in the lot and buy it tomorrow or monday. I know you want to think this over so let's leave it at that and I'll follow up with you on monday." I tell them. They are ok with that, I give them the keys to their trade and off they go......

TO BE CONTINUED
:shades:
Mack

geffen

Well the i'm in no hurry works for me :shades:

rhduke00

What's a stroke?

mako1a

Ah, some of us already have the dough.

So retire already and stop trolling for strokes.

I retired at 53 then two years later bought a new Toyota.
I may get a new one next week or next decade. With Toyota's reliability I get that option.

mackabee

A stroke is........Someone who wastes a salespersons time by asking lots of questions, asking for a test drive, coming back from a test drive, and saying things like: "I won't be ready to buy a car for another year. I'll look you up when I come back." Sure.

Or they may say: "Yeah, that's a nice Avalon there. I'm going to buy me one real soon!" "Really? How soon?"
Stroke: "I'm just waiting on my settlement to come through and I'm coming down to see you!" Right.

Or they may be in the service department and every time they come in for an oil change they'll come up to another salesperson and repeat the above scenario. However, this time they'll say something like: "I'm just getting my car serviced. I don't need a car. I just like to see what's out there." Ok. So I just missed the real buyer that came in the door while I was talking to you.
Or they may say..____________ (fill in the blank)

These types never buy a car from you or your dealership. In the event you ever see them again it's when they bring their Expenso Minulta for service. You ask them why they didn't come and see you for the car and they say: "I gave you guys a shot but you wouldn't deal with me." Really? When?

Mackabee

Good night. :shades:

rworrell

(Note: you all have seized on the same things I was concerned about--minor objection + no test drive = not likely to buy)

Today, I call the real estate agent who tells me he's at an open house and asks if he can call me back in a few minutes. I say sure. Shockingly, he calls about 7 minutes later. :surprise:

I say, "So, how did the car shopping go yesterday?" figuring that he ended up buying a 5-series during their Mazda excursion. He replies, "We haven't bought anything--I think I'm more confused than I was before I started."

I'll spare you the details, but he basically is telling me that his girlfriend is finalizing her divorce and is due "a couple hundred thousand" from the settlement, but that the ex doesn't have to pay until October 1. He says he thought it was due on 8/15 or 9/1 (uh, you came to test drive on a Saturday at 1:15--when did you find out the 10/1 due date?).

I figured: counter the objection. So, I say, "Well, I've got a new Acura on order, so this might help you out--if you want to buy the car, you wouldn't have to try to arrange for a private loan from the bank. The Acura dealer could, I'm sure, arrange financing for you. If you get a loan with no pre-payment penalty, you could buy the car now and then pay the note off in October when she gets the settlement." Worth a try, anyway. He stumbles a bit, then comes back with "I could get a loan through my CU if I needed to, but we don't want to do that. I'm trying to teach her fiscal responsibility." Note: she's 52. Anyway, I figure this is a lost cause and tell him I have 1 week left to make a deal--if there's anything I can do to make it work, let me know.

I have now reduced the price by $500 to try to spur some activity and I've written back to players 1 and 2 from the scenario--did you forget about them?

Funny bit: the real estate agent said to me, "You obviously are in sales because you're so good at follow-up." I said, "No, I work in I/T, but thank you."

rworrell

Stroke: "I'm just waiting on my settlement to come through and I'm coming down to see you!"

Too funny--you posted this while I was composing my last update...featuring a settlement as a key element!

I'm starting to think selling cars is worth it just for the stories. :P

murphydog

Moo -

I saw you post, but had no time to reply. I did laugh out loud though. In another life I worked big box retail (not Wal-mart, but close!). We had guest bathrooms up front and a dressing room in the back. I can't tell you how many times people would just let it rip in the dressing rooms. And of course the floors were carpet, not tile. At least your guy left the mess in his drawers!

I am never surprised how low the public will go!

obyone

With Toyota's reliability I get that option.

Ever heard of the Bridge to Terabithia?

madmanmoo

Dude,

I just had a small tear drop out of my eye and into my coffee. You used the words I said and you did what I asked you. That's all a manager could ever ask of a budding young salesman. Excellent job!!!!!

You are even countering objections like a freaking pro! I gotta go get a hanky. This is one proud day.

-MOo

epiney

You are even countering objections like a freaking pro! I gotta go get a hanky. This is one proud day.


How do you counter the price objection?

madmanmoo

I didn't see a price objection in the post. I saw a stroke looking at a car. Which price part are you referring to? I reread and couldn't see any mention of the price being too high or low. :P

-Moo

epiney

I didn't see a price objection in the post. I saw a stroke looking at a car. Which price part are you referring to?

I was more thinking in general as I would think it comes up quite a bit... although maybe less with Porsche.

pat

...they'll say something like: "I'm just getting my car serviced. I don't need a car. I just like to see what's out there." Ok. So I just missed the real buyer that came in the door while I was talking to you.

I do this every time I have my car serviced. What else is there to do other than say exactly what you quote to tell a salesperson don't waste your time with me. In fact I've even said that and they still stick around trying to engage me. So are you saying stay out of the showroom while getting a car serviced? :confuse:

Pat
Visiting host

lrguy44

Moo- Forget the Porsche gig, you have a whole new career ahead of you as a sales trainer for amateurs. I can see it now MADMAN ENTERPRISES. You could boast as master of all rebuttals, objections and cliches. maybe Edmunds would set you up as a web sight on to your own. Now, how much per session?

madmanmoo

I could even come on this website and start screaming at everyone and posting links to my websites. "MadManMoo's Keys to Udder Success in the Car Business". My slogan? "We Help you Moove Moore Cars!"

Oh man, I should just stop. This is horrible.

As far as per session? How much is it worth to ya?

-Moo

madmanmoo

No, browse and check things out. I think Mack is referring to the folks who want to test drive and even take cars out for an extended test drive without you...... and we all know they just want a loaner car while waiting for service.

What you're doing, Pat, is awesome. If they still engage after you telling them not to waste your time, then they are being nice and have some time to talk. No sweat.

-Moo

[Deleted User]

As far as per session? How much is it worth to ya?

Well...how much did you charge our neighbors, because we could never live with oursleves if they got a better deal than we did? What's your cost? Do you get any holdback from Edmunds? Any other hidden fees and if so are they negotiable??? :shades:

tbaxxon

I am defiantly a "stroke"

...until I buy........ as are ALL car shoppers. The problem is salespeople want you to make a $20,000 pus decision TODAY!!!

Yeah that's gonna happen. Stroking is a good thing. Keeps one from making impulsive decision now. It's ALWAYS a good thing to "sleep on" any deal and cannot hurt at all to do so.

From a sales perspective thats not a good thing. I understand.

lrguy44

About $5k below your cost and I keep all holdback, rebates, dealer cash, vending machine profits and the left over pizza from Saturdays lunch. Notice, I said cost not invoice. Who would believe your invoice is real anyway. Also, no D&H. Deal?

madmanmoo

I guess we got a deal! :P You know who my favorite folks are? The people that assure me that they are incredible negotiators. Every single time that has happened, I end up making good money. Gotta love the folks who bark alot.

-Moo

tbaxxon

Look for the newbie. Newbies are always fun and will guarantee a visit from the "closer" which is even more fun.

You do not have to talk to anyone you don't want to. If they split thats their problem not yours. Talk to as many salespeople as you want and choose one you feel comfortable with. It's YOUR money. YOUR choice.

madmanmoo

I guess we got a deal! :P You know who my favorite folks are? The people that assure me that they are incredible negotiators. Every single time that has happened, I end up making good money. Gotta love the folks who bark alot.

-Moo

Edit: sorry for the repost, the internet went nuts on me. also, we lost a post by someone asking how to pick a salesperson

Kirstie_H

Not lost, just moved:
How to choose a quality salesperson

jmonroe

If they still engage after you telling them not to waste your time, then they are being nice and have some time to talk.

Or, it could be an old-school salesperson who doesn't know when to stop selling and just leave a person alone.

jmonroe

madmanmoo

Oops, I just responded, maybe move mine as well?

Thanks, kirstie.

madmanmoo

If you'd like to go with the glass half empty approach, yes.

-Moo

Kirstie_H

Done