Stories from the Sales Frontlines

mackabee

So the couple with the little girl get back from the test drive and want to negotiate some more. We are where we left off Saturday at $7390.15 out the door.
This is giving them $7000.00 on their trade (over allowance actually) since the ACV is $5800.00.
We discuss the trade again and Joy asks me if we can do $5000.00 out the door. "No. Not possible. That's way too low. They will never agree to it." :shades: "Ok, how about $6000.00 out the door." she continues. "That's not feasible either. Remember, Saturday was around closing time so we tried to "close" the sale then." No pun intended. "Ok, $6500.00 and that's it." she says. "OK, I'm going to ask but the UCM will probably laugh me out the office."
So I go back in and I ask for $6500.00 out the door, "they really want $6000.00 out the door and tried $5000.00 out the door." I tell him. "I'll do $6950.00 that's it. We are only making $500.00 and I have to "Best Test" the car." (90 day/3k mile power train warranty) and he writes the figure and "that's it" on the worksheet. "I hope they finance with us and buy a warranty." he says.
I go back to the table and smile and lay the worksheet in front of them. "Ok guys, this is it. There's no more money in the deal." They both look at the bottom line and are silent. After a few minutes she asks me what the rates for financing are. "Do you know your credit scores?" I ask. "Mine's an 825 and hers is 720" Mark responds. "Great! Let me check our rates and I'll get back to you."
I go back in the office and I tell the UCM "Looks like we have a deal. They want to know what financing is available." .."It's a 99 so the rates are going to be kind of high." he responds. He looks it up and it's 10.5% he pencils in some payments for 24, 36, and 48 months.
I go back to the table and put the sheet in front of them again. Another few minutes of quick study and they decide on the 48 month payment which is about $180.00 a month. "If we decide to pay it off after two months is there a penalty?" Joy asks me. "No penalty." I respond. "What do you think husband." she says looking at Mark. "Looks good to me." he responds. "Alright! congratulations. I'll get the car through service first thing in the morning. As a matter of fact I'll put it right on the service lane before I leave." They get up and thank me for being patient and staying after closing. We are scheduled for delivery tomorrow around 6:30pm unless there is something terribly wrong with the car. I doubt it since it looks like the previous owner took good care of it.

Mackabee

madmanmoo

I thought I responded to this earlier, but apparently my "Post" didn't take.

I remember being a greenpea and being told my SM to say exactly what he said when talking to a customer. I would go back to the customer and put my own spin on his words. My spin didn't work. The customer leaves and I get reamed for not saying EXACTLY what he told me to say. It took me a couple times to figure it out, but finally I started following their direction.

You didn't even have to be told twice. You repeated the exact same thing that I told you to say. I'm so freaking proud.

Keep having fun and thanks for the posts, rworrell!

-Moo

mackabee

"So are you saying stay out of the showroom while getting a car serviced? "

Not at all Pat. You know you are always welcome in our showroom. The greenpeas are the ones that swarm around customers like bees on honey. They are told to talk to every person in the showroom.
As you probably know we issue a pager type device to all service customers so when their cars are ready the pager device goes off. It looks like the ones you get at the Outback steakhouse and Fuddruckers, hmm. The seasoned pros see this device and leave the service customers alone. Just one quick "May I assist you?" or "Have you been assisted?" does the trick.
I like to work the service lane in the mornings when customers are dropping off their cars. And in the evening when they pick them up. I get a couple of extra sales a month by doing that. Just getting in front of them and letting them know I'm available to answer any questions they may have.
Mackabee

mackabee

Exactamundo! My mentor, Marshall Upright taught me the same thing. When he would come in on a T.O. he would speak and I would listen. When I would go to the tower he would tell me exactly what to say and before I went back to the customer he would say. "Tell me exactly what I told you to say to the customer" and I would repeat it back verbatim. Still works.

Mackabee

mackabee

Moo, you took the words right out of my mouth. I was ambushed a few months back by a service customer. He was roaming the showroom and stopped by the brochure rack. I didn't see the pager as this was during the winter and he had it in his jacket. I approached him and noticed he was leafing through an Avalon brochure. I commented the Avalon was a nice car and asked what car he drove. He said an Acura TL which he had purchased used from a salesperson no longer with the dealership. He then asked if it would be possible to take an Avalon for a test drive. I said "Sure, no problem."
We walked to the lot and he picks a "loaded" Limited As we head out on the boulevard he starts telling me how great his Acura is, and I ask him why is he test driving the Avalon. He tells me he just wants to kill some time while his car is getting serviced. I try not to show my displeasure and ask him politely to head back to the dealership. We get back to the lot and he exits the car and says "Thanks for the test drive. I'll see you around." :sick:
Last week I see the same guy with Tank my sales partner. This time they are about to go on a test drive in a Hybrid Camry.
When they get back the guy does the same thing he did to me. Walks away and heads to the service department. Tank walks back and he stops by to chat with me. I can tell he's upset and tells me the guy was a total moron. "That SOB, I asked him if he was ready to buy and he told me he likes to test drive something different every time he comes in for service.(&%$&***_)>. He was really upset. "He did the same thing to me awhile back." I tell him. "Why didn't you tell me?" he asks. "I wanted to see what he would do."

Mack

started some small talk

oldfarmer50

"...and she said she wanted them completely loaded..."

Gee Moo for a salesman that says he can "read" people you missed this one. If you re-read your post it is quite clear what the lady was saying:

"...and she said she wanted them...Completely Loaded..."

It was obvious, she was telling you that she could only get up the nerve to go car shopping when she was Completely Loaded! When she sobered up after the test drive she probably wouldn't remember you. :P

dino001

No one needs to test-drive 7 different models, and go to 4 different dealers of the same brand.

YES I DO. Nobody, and I mean NOBODY will tell me how many products and how many times I want, need, or am entitled to check before I decide to spend almost half year worth work (before even taxes are applied). I work very hard to make that 25-30 thousand dollars and I need to make sure the product I buy will serve me well. I will try to be reasonable in limiting my search to vehicles that are relevant so probably 7 brands 3 visits each may not be necessary, but if I choose otherwise that's my privilidge.

If it leaves scores of unhappy salespeople who did not make a sale or feel I wasted their time - tough, change occupation, or change your business model to be more accommodating.

jescue

Everyone is entitled to try different vehicles-with no obligation to buy. The problem I have is when someone has no idea what they need or want so they decide to try everything. There are really no bad cars now, even Kias are reliable. If you need lots of room for children, why look at a convertible? Narrow it down to what you like and what fits your budget, then make a small list of possibilities. I guess I just think differently, I never even test drive new cars before I buy them.

joel0622

I remember my first T.O, it was on a 1994 Ford Ranger Splash. The SM told me to go out and say XXXXXX, I went out and said AAAAAAA, he then said come on. So he went out and talked to the customer. He asked the customer one question and then shut up, there was an awkward silence so I felt the need to chime in with something about the Splash Suspension or some crap. The next thing I knew I got a pen jabbed in my leg.

After he closed the guy he told me, "OK, it was pretty obvious you could not close the guy so why did you feel the need to talk after I asked the customer a question" That is the day I learned the Cardinal Rule. When you T.O a customer your talking is done unless you are asked a direct question. If not sit there and keep your mouth shut.

british_rover

AHhahhahah that sounds like something I would do.

In fact I did do that one time but it was at my old shop. I just couldn't get this employee to understand what I was saying. He was completely clueless and I felt the need to really jab my point home. with my pen into his shoulder

Luckily I got the edge of his shirt collar or I would have probably drawn blood as I got a bit to enthusiastic in making my point clear.

graphicguy

Again different industry, but the biggest issue my sales people have is getting tied up with someone, some compoany, who's wanting to "pick apart" our products with minutia regarding our technologies short comings (kind of like your constant "test drive" folks).

Within 5 minutes I can tell that the person we're meeting with isn't going to buy squat. And, I'm not even a sales person. They just are trying to impress us with their knowledge.

I hope this works in the car biz, but before I even sit down with a potential customer, I want to know the answers to simple questions....

-Do you know what you need?
-if not, tell me what you want, and I'll tell you what we've got to fill the need
-Do you have a budget? A buying time frame?
-If so, I'll tell you if we've got a basis for doing business.
-if not? Call me when you do
-Do you have the authority to issue a check or PO?
-If not, who does...and can you introduce me?

Simple questions, in all reality. If my people can get the answers to the above, I'm all ears. If they can't, I tell them not to bother.

Typically, when one of our sales guys asks me to join them on a sales call that means I have to jump on a plane, usually get a hotel and rental car. If the potential customer doesn't know what they want, doesn't know what they need, has no budget, has no buying time frame, can't make a buying decision....they aren't a customer. Put them in the "tickler file" (send an email, or phone them up every month or two..to see if they can answer the above questions).

We've got other people who are interested in our products/services. It's not a productive use of our time to spend precious workday hours with those who want to "stroke" (as you guys put it) us.

joel0622

-Do you know what you need?
-if not, tell me what you want, and I'll tell you what we've got to fill the need
-Do you have a budget? A buying time frame?
-If so, I'll tell you if we've got a basis for doing business.
-if not? Call me when you do
-Do you have the authority to issue a check or PO?
-If not, who does...and can you introduce me?

It is all the same GG, sales is sales regardless of the product. The things you posted are the basic qualifying questions. The answers tell you if you have a customer to get in this months business or next years. The key to it is as you said. Stay in touch with them. If you do they will feel obliged to at least give you a chance when they are ready to pull the trigger.

dino001

Of course - I'm not really saying I would check every vehicle on the planet from Miata to H1. It obviously makes no sense and takes too much time, even if I like cars. However, the fact that there are no bad cars makes shopping even more difficult and potential interest even wider.

For instance, I if I could afford a 40 thousand car, but if remain open for one in low twenties (as those have already almost everything one could need), I could save some serious money. But that would require to check potentially more vehicles just to see what it is I would be paying that extra 15-20 grand for.

I generally understand your concerns and complaints - there are a lot of people who window-shop for products they can't afford or have no intention of buying, just like people looking at those bracelets at jewelery stores or pretending interest in new flat screen TV. And of course it is hard to put your nice and helpful face for such people, knowing there could be somebody else who is a real buyer (thus paying your mortgage/rent/dinner). I know it is - that's just business.

lrguy44

Sales is not rocket science and you must know what is important to a customer and his needs to sell any product. Yet, we in the business have been berated on this board for asking the same qualifying questions. Go figure.

isellhondas

I am really surprised you would sell a used car before it's inspection was done. We won't do this nor wll we allow people to drive cars that haven't been inspected.

Too many things can be found. Especially on a trouble prone car like a BMW. I hope it works out in this case!

stickguy

one thing with your BMW folks. Did you ever find out why they bought the 5 series, and were so anxious to spend 7K to get out of it 3 months later? Aren't you worried about getting stuck with a dog trade in?

Oh, and what street is your dealership on? I can't recall which one you are at down there.

psorter

-Do you have the authority to issue a check or PO?
-If not, who does...and can you introduce me?

So is it ok if a customer asks a salesmen

Do you have the authority to change the price of the car?
If not, who does... and can you introduce me?

madmanmoo

Yes. It is okay to do that. Pretty simple.

-Moo

jescue

sure its ok. If it means a reasonable price will result in a sale and not just wasting yet another persons time.

joel0622

Do you have the authority to change the price of the car?
If not, who does... and can you introduce me?

PLEASE DO!!!!!! if that makes you comfortable and you want to talk to the guy that is doing the writing on the paper. Then speak up. Its your money

lrguy44

Of course. In our case though, we do our own deals. But if you wanted to appeal to a higher authority, it is OK

metro123

So these people are doing a four year loan on an 99 BMW with 80K miles? Yikes !!! Now I know why my mechanic just bought a $150,000 fishing boat. It's people like this..

Can you even get an extended warranty on an eight year old car with 80K miles?

jescue

Now why on earth would you need a warranty on a 99 BMW?
I know we can write a 2 year warranty on a car like this. 100,000 miles is the coverage limit though.

oldfarmer50

"...So is it ok if a customer asks a salesman..."

Despite what the sales guys say here, I bet if you asked that question in most dealerships the salesman would have a fit. :mad:

joel0622

Despite what the sales guys say here, I bet if you asked that question in most dealerships the salesman would have a fit.

That would surprise me. There are not many sales people who don't want there manager to step in and cut to the chase. Heck I work in F&I and there is not a day that goes by that I don't here a deal going on out on the floor and just go stick my head in the door and introduce myself.

mackabee

"Do you know what you need?
-if not, tell me what you want, and I'll tell you what we've got to fill the need
-Do you have a budget? A buying time frame?
-If so, I'll tell you if we've got a basis for doing business.
-if not? Call me when you do
-Do you have the authority to issue a check or PO?
-If not, who does...and can you introduce me? "

Graphicguy, you are the man! That's exactly what I do in so many words.
"What are you going to be using it for?"
"What price range are you looking at?"
"What are the three most important features for you in a car?"
"When do you plan on making your purchase?"
"If we find what you are looking for are you ready to proceed?" (Tom Hopkins all the way!"

Mackabee

lrguy44

Despite what the sales guys say here, I bet if you asked that question in most dealerships the salesman would have a fit.

Actually, I think in almost any store you would not meet resistance. Even in the hard core "old school" stores, manager turnover is required. Heck, If I can get someone else to make money for me, why not?

joel0622

There used to be a sales guy here that was the best I have ever seen at all aspects of selling.

He had a great ability to get every customer on paper and his closing ratio was through the roof.

On many occasions I would find him when I knew I had a buyer but could just not get them in the house. 1/2 a deal was much better then no deal at all.

isellhondas

Than an empty pot!

jescue

Just got an e-mail from a customer wanting to trade a 96 XJ6. he says " the radio is and cruise do not work, the brakes are grabby, the leather is torn. Otherwise it is fine."

lrguy44

Sounds like he is looking for an excellent condition buy bid. One time I did a blind bid. Every question I asked the customer was answered as if the car had just come off the showroom floor. When it finally arrived on the back of a wrecker, I would have to describe the paint as primer. Needless to say, the numbers changed in a hurry.

qbrozen

how many miles? could make the difference between $800 and $1k.

kyfdx

LOL..

jescue

well it doesnt sound like a very exciting car to me. Not a big market here for 12 year old needy XJs.

roadburner

So these people are doing a four year loan on an 99 BMW with 80K miles? Yikes !!! Now I know why my mechanic just bought a $150,000 fishing boat. It's people like this...

Agreed, my 1995 3er with 110K has proven to be a real money pit; my maintenance, repair, and tire costs(three sets of Z-rated rubber) have averaged almost $500/year since I took delivery of it in November 1995. In the case of an E46 of that vintage I'd be very surprised if repair and maintenance costs exceed $750/year. That said, it's not very bright to finance any seven year old vehicle short of a Ferrari or such.

Kirstie_H

Your experience may not reflect that of other owners.

jescue

OK- I have you down for $800. :lemon:

isellhondas

You're right. Most BMW owners wold probably spend more than that 500.00 number!

Been there myself.

british_rover

Ehh between 800-1200 I bet. Do the X300 bodystyle XJs still have the inboard rear discs or did that stop on the previous bodystyle?

I can't remember when the inboard disc brakes were stopped but a brake job an a XJ with those discs is I think a 3,000 dollar affair just for the rear axle.

british_rover

Ehh 500 a year isn't so bad when you figure those the tires cost you what about a 1,000 dollars a set?

jescue

They stopped that with the 95 models. The XJS kept them till the end-they are very much a pain to replace. I sold a coupe that needed them and I think it was $1200 or so to replace-our cost.

qbrozen

OK- I have you down for $800.

Sweet!

Hope I win.

Did I mention that I have a 300 CSI with 3 BKs and would need to finance this fine automobile for 6 years? hehe. sucker. wait till he hears about the '95 trailblazer I owe $20k on that I want to trade in.

british_rover

Ahh I knew there was another reason why I liked the X300 models.

A buddy of mine who is a self proclaimed "Jag Expert" has a 1987 Series III XJ and a 2002 XKR Convertible says that those X300 bodystyle Jags are the most reliable car Jag has ever built.

He also swears up and down his XKR is better then the new XKR too so I take what he says with a grain of salt.

jescue

make that a pound of salt. The new XKR is incredible.The 02 is a great car but the performance of the new car is SO much better.

british_rover

Yeah I know that but he is one of these people who just prefers the older stuff to the newer Ford influenced design.

I run across people like him looking at Land Rovers too. For them anything built before 2000 is the best Land Rover stuff ever... :confuse:

isellhondas

The "most reliable" Jag ever built is probably less reliable than the worst Ford ever built!

jescue

ouch.

british_rover

oh bah not true at all. The new XJs and XKs are more reliable then most any car on the the market today.

jescue

Since the 04 XJ was launched I have seen almost zero issues with them. The XK has been great also. The only issue with that one is not keeping the car "awake" with the remote nearby and draining the battery.

metro123

That's not saying much.