Stories from the Sales Frontlines

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Comments

  • joel0622joel0622 Member Posts: 3,299
    Remember, we're supposed to stay on topic here

    I agree, now if some one would just tell me what the topic is :D
  • lrguy44lrguy44 Member Posts: 2,197
    Well, I was really trying to be polite. Yes, you guys seem to think you know the business much better than those of us who have years of experience. I brought up the survey link as it may be interesting and add to your expertise.
  • sterlingdogsterlingdog Member Posts: 6,984
    I want to thank all of you for your comments regarding my situation with the payoff not listed in the contract. Joel asked how much the payoff was. It was $7,000. I told them the payoff when I went in to deal and even suggested that they call to be sure. Later on in the negotiations, my wife and I couldn't figure out why the deal was so good because I had used Edmunds.com to educate myself before we went to buy. I asked the salesman twice before we left if he was sure this deal was correct. He said it was the "out the door" deal. We didn't have time to review the paper work when we got home because the salesman was ringing our phone when we got in. I'm the one who actually offered to unwind the mess. I just got my car back and came home after we couldn't seem to work it out. The dealer has been very nice. He has also offered a lease on the same car but I keep reading that Toyota doesn't give good lease support, whatever that means. We may just get another car from the dealer because I do believe that he wants to make this right. The sales manager was the only one who was not very nice. He tried to put the blame on me. We don't always understand those work sheets and I just kept looking at the "out the door" figures that the salesman would circle each time that he came back from the sales manager's office. I'm glad that it is over. Maybe some customers could live with the $7,000 mistake but the guilt would have been with me. I wonder how the boss dealt with the three men in question. They didn't tell the boss until I pushed the issue. Hope no one loses their job. It was an unfortunate situation for us all. Thanks again.
  • isellhondasisellhondas Member Posts: 20,342
    A very sloppy dealer to have missed this. First, by the salesperson, then by the desk and finally it was missed by F&I. Seems hard to believe this wouldn't have been caught.

    Second, I can't imagine how the buyer wouldn't have realized that a MAJOR error had been made and stopped the proceedings at the time.
  • wlbrown9wlbrown9 Member Posts: 867
    Check out the water pump...I had an old S10 that rattle like heck...finally a mechanic showed the the slack...took the water pump pully and pulled out..then pushed in. Could hear the clanking. Replaced that and the noise that had been there for the life of the truck was gone. Just one other thing to check out...might not be it at all.
  • dino001dino001 Member Posts: 6,191
    Second, I can't imagine how the buyer wouldn't have realized that a MAJOR error had been made and stopped the proceedings at the time

    That is probably easy to explain. Most of us would like to believe in Financial Fairy. We don't, but we like to. So when $399/month comes across on 40K car and all they say is "give me your car", on which we still have sizable payoff balance, our better judgment would say something is wrong. But you know, how it is - many take "wait and see" stance at that moment and keep quiet until find something that is detrimental to them. Who knows - perhaps I'm a millionth customer and they are throwing it at me 10 grand under ;) or who knows what else. There is always time to say something - for time being let Financial Fairy play along...

    2018 430i Gran Coupe

  • delta737hdelta737h Member Posts: 626
    I agree with Irguy44. I always compute my lease payoff. Fund providers make mistakes all the time in computing early term charges. So, I read the early term clause which explains how the lease balance is computed. Most use the constant yield or actuarial method which can easily be done on a calculator with financial functions.

    NEVER EVER leave it to someone else to make these calculations for you. That's like letting the dealer compute your lease payment. If you can't compute a lease payment, you're dead in the water.

    John
    Medina, Ohio
  • lrguy44lrguy44 Member Posts: 2,197
    The biggest thing I caught when I was in F&I were salvage titles. About once or twice a year, I would look at a trade title when I was doing the deal and stop it as soon as I saw the big S (for salvage) on it. The customer excuses ranged from, "I bought it from a friend and never knew it had been totaled" to "what difference does that make?". Most cases a reworked deal would reappear on my desk.
  • lrguy44lrguy44 Member Posts: 2,197
    When we as a dealer compute lease payments they are real. The one iffy thing is estimated payoffs. Sometimes a actual payoff cannot be obtained. We then put in writing that if the payoff is more, they will be responsible to us for the difference. If it is less, the payoff institution will cut them a check.
  • gogiboygogiboy Member Posts: 732
    Those of us who haunt this board (mostly lurk in my case) have become accustomed to the pervasive use of screamer ads by both reputable and disreputable dealerships. It's just part of the car sales landscape.

    As a frequent listener to Clark Howard online I keep hearing an ad for a Honda dealership in Atlanta. One of the main tag lines is: "when life gives you lemons you make lemonade." It struck me as a really unfortunate choice of word and phrase given the pejorative power of the word "lemon" when mixed with "car" or "automobile". The point of the phrase was to comment on their overstock of current 07 Hondas that have to be moved to make way for the 08 models. Still... This ad has been running for several months and multiple times during the three-hour program. Certainly the dealership must have approved the spot. Of course, maybe no listener is paying any attention.

    I just wondered if anyone else has heard the ad and would care to comment; whether the salespeople here have any thoughts on it, or ads run for their own dealership?

    Gogiboy
  • mackabeemackabee Member Posts: 4,709
    "He has also offered a lease on the same car but I keep reading that Toyota doesn't give good lease support, whatever that means."

    Yeah, I'd like to know that too. Toyota has 11 different lease programs and are very aggressive in that department. At least our region is. Go to their website www.toyota.com/financial and read over the available programs.
    Mack
  • mackabeemackabee Member Posts: 4,709
    I don't live in Atlanta but do listen to the Clark Howard show on occasion. Screamer ads are just a way to draw people into dealerships. Joe Girard used the phrase about the lemons. Back when he sold cars there was a lot of them.
    :)
    Mack
  • lrguy44lrguy44 Member Posts: 2,197
    I have not heard that ad, but I wonder about the dealer person responsible for the ads. I personally hate the screamer ads with quotes like "all applications accepted, we will pay off your trade no matter what you owe, etc". Also, the fine print. "we will match your down payment up to $1500." The fine print says you must disclose your down payment before negotiating. Guess what happens to the price of the car. Also "Will give you a minimum of $3500 for your trade, push pull or drag it in". The fine print is must disclose trade before negotiations begin. Again, guess what happens to the price of the car. But people fall for it.
  • tidestertidester Member Posts: 10,059
    have become accustomed to the pervasive use of screamer ads

    Though it's been quiet, we do have a topic devoted to screamer ads. You can find it here: Screamer Ads - Do they work?

    You could revive it. :)

    tidester, host
    SUVs and Smart Shopper
  • tidestertidester Member Posts: 10,059
    technically i think the car was sold

    If the dealer had mistakenly included the payoff twice and everyone signed would you still regard the contract as valid?

    tidester, host
    SUVs and Smart Shopper
  • delta737hdelta737h Member Posts: 626
    I'm a consumer and have never been in the car business. Regarding lease payments, I always ask for the money factor with 0% reserves. If the dealer insists on a 1% or 2% reserve level, I simply deduct the dollar equivalent from the sell price (agreed upon value). In addition, I always inquire about money factor mark ups in exchange for a security deposit waiver (usually a bad idea). I also ask about mark downs for multiple security deposits (usually a great idea). For example BMW Financial Services was discounting the MF by 0.0001 for each security deposit up to a maximum of nine (9). This meant that a customer could earn the equivalent of an after tax ROR of 18.75% on his/her invested security deposits depending upon term, adj. cap, residual, cost of money, etc.

    Basically, I create a one page lease proposal similar to the one below and FAX/email it to the dealer. It saves lots of time, money, and aggravation.

    2007 Acura TSX
    Retail Pricing Information


    Base MSRP 2007Acura TSX 5 Speed Automatic (CL9687JW)……………………….…………… 28,090.00
    Premium Pearl White……………………………….………………………………………….… 0.00
    Destination Charge…………………………………………………………….…………….…… 670.00
    MSRP……………………………………………………………………..…………….…...…… 28,760.00

    Agreed Upon Value……………………………………………………………………….……… 26,700.00

    Amounts Financed

    1st Month’s Payment……………………………………………………………………………… 361.71
    Security Deposit………………………………………………………………………………….. 375.00
    Acquisition Fee…………………………………………………………………………………… 595.00
    Sales Tax @6.00% x 35 x 329.77……………………………………………….……………….. 692.52

    Capitalized Costs

    Gross Capitalized Cost………………………………………………………………….……… 28,724.23
    Capitalized Cost Reduction…………………………………………………………….………. 0.00
    Adjusted Capitalized Cost……………………………………………………………………… 28,724.23

    Residual Data

    Residual Factor………………………………………………..…………………….…………. 0.62
    Residual Value (Residual Factor × MSRP)………………………..……………….…….….… 17,831.20

    Cost of Money/Term

    Money Factor…………………………………………….……………………….……….…… 0.00127
    Term (months)……………………………………………………………………….………… 36

    Lease Payment Itemization

    Monthly Lease Payment including Sales Tax…………………..……….…………….…….… 361.71
    Monthly Lease Payment excluding Sales Tax………………………………………..……….. 340.99
    Taxable Monthly Lease Payment……………………………………………………………… 329.77
    ________________________________________________________________________________- - ______

    Charges Payable at Lease Origination

    License, Title, Registration Fees (estimated)…….……………….……………….….………. 120.00
    Amount Due at Lease Signing…………………………………………………………....…. 120.00

    GAP Coverage Included
    Annual Mileage Allowance: 10,000
    Disposition Fee: None
    Excess Mileage @ $0.15 per mile
    Reg. M Disclosure: NA

    ___________________________________________________

    Also, if I have a trade, the trade equity will be identified as a cap cost reduction.

    I created a TI 83/84 calculator program that does some fairly sophisticated lease calculations. One mistake I see very often arises in those cases where the first payment is capitalized. In such instances, the rolled in payment does not match the remaining payments as it should. One lease software vendor agreed with me but has yet to amend their software as promised.

    My numbers are always spot on and so they can be transferred right onto the lease agreement. Note that the above is a sign and drive lease except for the Title/reg. fees. In Ohio, the total payment is taxed and must exclude non-taxable items. I haven't found an Ohio dealer yet that can correctly compute a sign and drive lease. And so, consumers really need to be careful especially when undertaking a sign and drive lease.

    As for early term payoff, it's important for the customer to be able to do this calculation. Otherwise, they risk getting screwed whether intended or unintended. Look at the litigation involving Ford Credit over lease payoffs. Way back when, fund providers were not legally obligated to disclose early term payoffs to customers. Ford was instructing customers to see the dealer. Nowadays, fund providers send customers early term letters. Well hell, if the customer can compute the payoff, then that mnimizes their chances of getting shafted and Ford, as well as the dealers, would have to govern themselves accordingly.

    It's a damn shame that we need laws to force people to do the right thing. Unfortunately, we live in a world with a lot of bad people.
  • sterlingdogsterlingdog Member Posts: 6,984
    Good Grief! I need to take you with me to make a purchase or a lease. As a consumer, you have a wonderful knowledge base. Thanks for taking the time to answer.
  • jmonroejmonroe Member Posts: 8,989
    Basically, I create a one page lease proposal similar to the one below and FAX/email it to the dealer. It saves lots of time, money, and aggravation.

    And you said a lot more than this.

    No wonder I like to keep it simple, no leases ; just buy, write a check, drive that beauty home and wax it.

    I wouldn't know how to do all that stuff, so I don't. :D

    jmonroe

    '15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl

  • delta737hdelta737h Member Posts: 626
    Many thanks, Richard, for your kind remarks. I'll be happy to help you in any way I can.

    Best,

    John
    Medina, Ohio
  • delta737hdelta737h Member Posts: 626
    jmonroe,

    It just proves that there are no right or wrong answers when it comes to lease v. buy decisions as it often boils down to individual preferences... and that's tough to argue with.

    Best,

    John
    Medina, Ohio
  • sterlingdogsterlingdog Member Posts: 6,984
    John,
    Thanks for your offer to help. The dealer has called to offer me the same car as a lease. He will pay off the $7,000 owing on my car, waiver the security deposit, and there will be no fees, taxes, etc. out of pocket. The lease is for 4 years at $441 per month. The 2007 Toyota Solara SE convertible listed for $30,281 when we first started the negotiations. The car payment worked out to be $574 a month once the payoff was correctly put into the formula. The deal I thought that I had in the beginning was a car payment of $449 per month. I just don't know if a lease would be ok. My wife and I are in limbo as to what to do. Being retired, we don't want a car payment over about $450 per month. I would appreciate your thoughts. Thanks.

    Richard
  • sterlingdogsterlingdog Member Posts: 6,984
    John,
    I forgot to mention that the mileage limit on the lease is for 12,000 miles. Thanks.

    Richard
  • mikefm58mikefm58 Member Posts: 2,882
    Second, I can't imagine how the buyer wouldn't have realized that a MAJOR error had been made and stopped the proceedings at the time.

    I once traded in a leased Honda Odyssey where the payoff was much less than the trade in amount so we bought the Odyssey and traded it in. And the dealer forgot to charge sales tax on the trade in. I even questioned him twice on it and he confirmed it.

    But I did get a phone call a couple days later and it got ugly. The final numbers came in less than the agreed OTD price and when they added the missed sales tax they were way over and then refused to honor the original OTD price. It wasn't fun.
  • isellhondasisellhondas Member Posts: 20,342
    As a retiree, do you really want a big car payment? I know I sure wouldn't.

    If you lease it, you will own nothing when the lease ends and you will be back where you are now.

    If you really want a 574.00/mo. payment, at least you would own it when the final payment is made.
  • british_roverbritish_rover Member Posts: 8,502
    What a sucky day...

    Really, really busy here but getting nothing done. All lookie loos or people coming to see one of my co-workers.
  • jescuejescue Member Posts: 521
    Same here..people want to look/drive but no commitment to buy. :cry:
  • lrguy44lrguy44 Member Posts: 2,197
    Ditto
  • joel0622joel0622 Member Posts: 3,299
    Damn, must of have been a secret meeting no car buying today club. We are not doing squat. We do have two on the board and 3 customers in the house right now. Our Saturdays always go to crap though for about the first 4 weeks or so the College Football season.
  • oldfarmer50oldfarmer50 Member Posts: 24,480
    My head hurts just from reading that. Now I'm sure I'll never lease. :sick:

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

  • sterlingdogsterlingdog Member Posts: 6,984
    Mike,
    Did you have to pay the tax owed? By the way, you're right. I should have known the deal was too good to be true and that something wasn't right. I just couldn't see it at the time. Guess we were too excited about the convertible. Also, I was sitting there trying to be quiet and get the best deal. I figured they knew what they were doing---my mistake.

    Richard
  • jmonroejmonroe Member Posts: 8,989
    Same here..people want to look/drive but no commitment to buy.

    I don't know what the weather is like where you are but it very nice here (Pittsburgh area). If I weren't a serious buyer I wouldn't be shopping on a day like this but I'm sure you guys get this a lot.

    jmonroe

    '15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl

  • sterlingdogsterlingdog Member Posts: 6,984
    Would you believe that after working for 40 years, our retirement checks are actually more than we took home while working? Still, I don't want a car payment over $500 per month. Thanks for your input.

    Richard
  • jmonroejmonroe Member Posts: 8,989
    My head hurts just from reading that. Now I'm sure I'll never lease.

    It's a @#!$% when you get old ain't it? :blush:

    jmonroe

    '15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl

  • kyfdxkyfdx Moderator Posts: 269,937
    "Would you believe that after working for 40 years, our retirement checks are actually more than we took home while working?"

    Government job?

    Edmunds Price Checker
    Edmunds Lease Calculator
    Did you get a good deal? Be sure to come back and share!

    Edmunds Moderator

  • isellhondasisellhondas Member Posts: 20,342
    Huskies playing right now and the Cougars will follow.

    Right here, in town!
  • isellhondasisellhondas Member Posts: 20,342
    "Government job?"

    Naw, he used to be an Edmunds Town Hall Host!
  • sterlingdogsterlingdog Member Posts: 6,984
    We had state jobs.
  • mackabeemackabee Member Posts: 4,709
    I actually delivered a car that I sold on monday today and will be delivering a truck that I sold last Saturday tomorrow. Other than that I had a customer come back to complain her rear hatch would not open and we owed her a tank of gas. It's a Chevy Blazer.
    I filled the tank but couldn't open the hatch. We'll have to send it out to a Chevy dealer next week to get it fixed. The one "good up" I had was a couple of university professors, and I'll say this. If these two were university professors than I'm Albert Einstein. They drove an Avalon xls 07 and a Camry hybrid. Liked the Avalon best and wanted to see if we could work out a deal. Trade was a 93 Caddy Eldorado with 77k miles, clean, nice car. He wanted $3500.00 acv $1500.00 showed him $2000.00 allowance and $1500.00 discount on the Avalon. Difference figure around 32k out the door. Didn't go for it. Said it was more than he wanted to pay. "What did you want to pay?" I asked. "More like $26k." he replied. "26k? that's a 6k spread. How did you arrive at that figure?" I asked. "We drove a Buick Lucerne earlier and we can get it for that." he replied. "They must have big rebates on them." I remarked. "Yeah, they're trying to make room for the 08's" he responds. I'm sensing these customers are more price sensitive than quality minded so I tell them the Avalon is a better car. "How long do you plan to keep your next car?" I ask. "Oh, we don't know." he replies. "Did you buy the Caddy new?" I ask. "No it was used. We've had it for about five years." he replies. I stand up and tell him I'll go see if we can get close to his figure. I walk into sales office and tell the GSM I have an unreasonable offer on the table. I tell him they want to be at $26k out the door and he tells me he will do $29.5k out the door. I knew this was coming as I had a customer earlier in the week on this same car and he didn't bite at this figure. I go back to the table and tell the customers we can't do $26k out the door. I give them their keys and we part company.
    :shades:
  • colloquorcolloquor Member Posts: 482
    I feel wonderful for the guy, as I have a number of friends (and, relatives) that have told me the same. But, they were either: union, state, or federal civil service employees. Not one single person that I know that's retired from the private sector can make the same statement. Many of those are living far below their previous life styles.
  • isellhondasisellhondas Member Posts: 20,342
    Oh, I don't know.

    My dad retired from the California DMV after many years as a Driver's License Examiner. His pension wasn't diddly.

    People in the private sector can't depend on pensions. Thye usually make more during thier careers but they need to invest their money carefully.

    You can't depend on Social Security.
  • mikefm58mikefm58 Member Posts: 2,882
    Did you have to pay the tax owed?

    According to the purchase contract, they actually had me as there was a clause about miscalculating sales tax. And they initially tried to hold me to it. The agreed OTD price was $18k, the numbers came in at about $17700, so when you add sales tax on top of the trade in, it would have come to about $18700. But I sat down with the original sales person and the F&I manager and got them to agree to the original $18K OTD number, but it wasn't easy, all kinds of threats to repossess the car.

    Lucky for me the sales person was an elderly gentleman who had been in the business all his life and his word was honorable. He was actually in my corner and it was F&I that were the low lifes.
  • bolivarbolivar Member Posts: 2,316
    You said "tell the GSM I have an unreasonable offer on the table. I tell him they want to be at $26k out the door and he tells me he will do $29.5k out the door. I knew this was coming as I had a customer earlier in the week on this same car and he didn't bite at this figure. I go back to the table and tell the customers we can't do $26k out the door. I give them their keys and we part company. "

    Are you saying the GSM said he would take $29,500 and you did not give this number to the customer?
  • british_roverbritish_rover Member Posts: 8,502
    Yeah yesterday was a complete bust just a bunch of lookies and odd balls.

    Here are a few choice quotes...

    "These seats are the most uncomfortable seats I have ever been in. Why would anyone buy this car with these horrible seats. My lexus seats are SOOOOOOOO much better this car is horrible." Said in reference to the LR2 which everyone person I have ever spoken to said they had the most comfortable seats of any car they have ever been in. :confuse:

    I asked the woman what kind of Lexus she had and it was a RX300. NOW that car has the most uncomfortable seats of any car I have ever been in. They are completely flat, the leather is too slick and you slide around through every corner.

    Couple of hours later...

    "Wow I spent over 100,000 dollars on my S-Class and these seats are so much better. What a waste of money." Said in reference to the Range Rover Sport and when we got back I showed him the LR2 which as the same seats. He was blown away by how comfortable they were.

    "This would probably be a good car for my daughter in a couple of years. I will have to keep it in mind."

    Leaves not ready to buy anytime soon. :sick:
  • mackabeemackabee Member Posts: 4,709
    Correct. His wife kept complaining about the passenger seat, and saying how much better the Lucerne was. So why bother? If this was a negotiating tactic it wasn't working with me. The worst thing you can do as a customer is to put the product that you're trying to buy down.
    Mack
  • isellhondasisellhondas Member Posts: 20,342
    Cars like Land Rovers tend to attract a group of customers that I really don't like to deal with. Back when we used to sell used Land Rovers, I would try to avoid them.

    On used cars, they are SO picky and snooty. I would guess on new ones that they can't afford, they have to find something to complain about.
  • isellhondasisellhondas Member Posts: 20,342
    That's right.

    I usually say, " Well, most of our customers find these seats to be very comfortable but no one car is right for everyone. Maybe a Lucerne would work better for you".

    I never try to talk a customer into something.

    Once they start complaining too much, I lose interest quickly.
  • jlawrence01jlawrence01 Member Posts: 1,757
    " Well, most of our customers find these seats to be very comfortable but no one car is right for everyone. Maybe a Lucerne would work better for you".

    That is a great way of calling the guy's bluff.

    And very few will get up and walk.
  • joel0622joel0622 Member Posts: 3,299
    Don't blame ya Mack, I wouldn't have wanted to make a $2500 move at one time either, and still be $3500 apart. I always wonder if a huge move will lose a customer for you. Meaning that if I move $2500 at one swipe of the pencil will the customer think "My god what was this guy trying to do to me"

    One of my favorites to do when I sold and even now when I am penciling deals is if a customer makes a crazy offer, like $25K OTD on a $35K dollar truck I will come back with say $40K OTD offer. When they get done looking at me like I have 3 heads and am crazy as hell I will say, "Sir I know there is no way you are going to give $40K and you know there is no way I am going to take $25K, now that we both have our crazy offers out of the way lets get down to business and see if we can trade cars"

    That is one of the very few canned closes I use.
  • joel0622joel0622 Member Posts: 3,299
    But I hate it even more when it is week 1 of the NFL season. Doesn't my boss know I have Fantasy Teams to tend to and 3 team parlays to call in? :mad: :D
  • gogiboygogiboy Member Posts: 732
    Tidester--

    I guess my point was not that it was a screamer ad (I've heard much, much worse), but that the dealership/ad company should have been more careful with their language. It's reminiscent of AMC naming a car "Gremlin" although it could be argued that it was completely accurate and appropriate in that case.

    I guess hearing "lemon" and "car" in the same advertisement catches my attention in the same way as :lemon: does in someone's posting.

    The salespeople here are already often fighting an uphill battle against deeply entrenched consumer (mis)perceptions about their line of work--and at least most of the folks here are informed buyers. A poor, oft repeated radio spot could easily undermine even the most up-front dealership.

    Gogiboy
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