Stories from the Sales Frontlines

jmonroe

Anchors aweigh my boys, anchors aweigh!

A pic like that was taped to the inside of my locker door when I was in Navy "A" school. It served as a reminder (saw it every day for 8 months) that if I flunked out, I'd be aboard one of those; PUSHING PLANES on the flight deck.

During the first week of school we spent a day pushing old Navy Trainers around and we were warned that if we flunked out, that's what our Navy hitch would be. NO THANKS.

Best pic I ever had taped to my locker.

jmonroe

benzserviceguy

It is to bad Toyota does not have any vehicles with 6MT

They do ... my LEXUS IS 250 (a Toyota product) comes in a 6 speed manual tranz.

And that car is my WIFE's car.

sterlingdog

"It's not about the money, it's about the principle."

Actually, it's not about the money, it's about the principle PLUS INTEREST. :P

sterlingdog

My nerves are so shot that I will be lucky to complete this post. My wife is forever asking why I am on the Edmunds site so much. I just tell her that I am looking at cars. I had the shock of my life tonight. I was conducting a seminar out of town today. On my way home this evening, I called the house to ask what we were having for dinner and to say that I would be home in about an hour. I always do this when I'm on the road. I got no answer. I tried my wife's cell number and got no answer.

When I arrived home about 8pm, she wasn't here. About 8:30pm she walks in with carry out for dinner. I asked her what she had been doing today. Get ready for this! She had gone to a car dealer to see a car! This is a woman who has not cared what we drove during 40 years of marriage. I said, "You did what?!" She said that this afternoon she looked up Edmunds on the computer and started looking at cars. She saw a car that she really liked---a Dodge Nitro. She decided to go to our local Chrysler dealer to see if they had one of them. I'm surprised that she figured out that they had them at the Chrysler dealer!

I asked her if she just rode through the lot. Oh no, she stopped and got out in broad day light. She said that three salesmen started over toward her. The lead guy reached her first. Please bare in mind that I am by this time gasping for air. This lady has never in her life talked to a car salesman or purchased a car. I dared to ask what happened next.

She said that he was very nice. He showed her a red '08 Nitro on sale for $20,995. He told her that their sale ended today, and that if she would do the deal by tonight (the 31st of the month remember) that she could get it for even less. Suddenly, I run to the garage to see if she did it. She shouts, "Where are you going?" Though weak as water, I was relieved to see no new car in the garage.

Here's the kicker! She was driving my new convertible that I bought in October. When he asked her if she had a trade, she said, "Well, I could trade this one." Folks, I thought that I would have a stroke! She then tells me that they go on a test drive. I couldn't believe this! Then she tells me that they go into his office to "punch some numbers". At this point, I sit down on one of the bar stools in the kitchen and put my head down on the counter. I don't feel well. I managed to ask what happened next.

She went on to say that the salesman told her that she would be "up side down" on the trade. I remember saying, "Yes dear, we just bought MY convertible in October." She said that he explained it to her when she had to ask him. He then asked her if she had another car to trade. She responded with, "Yes, we have an '03 Explorer that is paid for." Now he wants to know where I am, and that he really needs to see me tonight before the frost hits the pumpkin. My wife tells him that I should be home by 9pm and that she will have me CALL HIM! By this point, I have mixed myself a BIG drink. My head hurts. Suddenly, the phone rings. I shout, "Don't answer that!" Good thing we didn't. It was HIM!

To finish this up, we had a nice, long talk---about car buying. We ate our carry out dinner. She took a shower and went to bed. I love this woman of 40 years, but I'm all done in. Because of Edmunds, my life here will never be the same. I suppose that sooner or later she will figure out how to reach this forum. At that point, I will be moved to the rest home.

Richard

tidester

it's about the principle PLUS INTEREST

Richard, you disappoint us! It's about the principal. Oh, wait, you probably did mean that! Nevermind.

tidester, host
SUVs and Smart Shopper

tidester

Because of Edmunds, my life here will never be the same.

Thank you for bringing us another satisfied customer! :P

tidester, host
SUVs and Smart Shopper

sterlingdog

Thought you had me, didn't you?

sterlingdog

By the way, take your "t" off of "meant".

tidester

What "t"??? :shades:

tidester, host
SUVs and Smart Shopper

sterlingdog

You clever little devil you

jmonroe

This is a woman who has not cared what we drove during 40 years of marriage.

I think Mrs. jmonroe has a sister that she never mentioned. For the same number of years that I’ve taken orders from lived with her, I’ve never heard her say she really liked a particular type of car. Although she does notice the high-line ones (that are the white pearl color) when we’re stopped at a light for a while. Now, home furnishings…stand back!! :surprise:

I suppose that sooner or later she will figure out how to reach this forum.

Now it ain’t so funny is it?

jmonroe

graphicguy

She went on to say that the salesman told her that she would be "up side down" on the trade.

THIS is one of (the many) reasons I'm no longer married. My former spouse was more of a car geek than I am. When our marriage was over, I gave her a very nice, 2 year old Toyota Avalon. After an amicable (as amicable as they can possibly be) split, I saw her again a few months later.

She was driving an Avalon. I thought it was the same one I gave her. It was the same color, same style, same everything. The only difference I could tell was I thought she got a really good detail job as it was very shiny. Nope!

It was a brand new one....she traded for exactly the same car, only brand new.

Go figure..... :sick:

madmanmoo

GG! Where the heck have you been lurking? Good to see ya.

-moo

graphicguy

Thanks, moo.....ya' know....work stuff. I was actually working in Brazil between Thanksgiving and Christmas.

Glad to see the entire gang is still around.

madmanmoo

I received an e-mail this morning.

Sorry for the delay in getting back to you.

Just by chance, we found that a good friend of ours has a relative who works for a Porsche dealership. I appreciate all you help, but feel I need to deal with him. I will certainly pass your name on to anyone who may be interested in a Porsche.

I have spent the last month and multiple hours on Saturdays helping this gentleman and his wife. We have built the vehicle from scratch and found an order slot for him. And now this is what I get.

What would you guys do? Keep in mind, I'm obviously trying to retain the sale because I think I've earned it.

-moo

jescue

That must be my aunts friend. :P

madmanmoo

ROFL!!!

You jerk!

-moo

isellhondas

You are dealing with a customer who doesn't care about you or the time you have spent with him. He probably thinks he can, somehow, get a "deal" because of his connection to that other sales person.

" Just by chance"Yeah, right.

At this point, you have nothing to lose. You might call him and gently remind him that it was you who did all of the work and located a car for him. Other than that, I would move on.

Once, when we lived in CA, my wife, a RE agent at the time, spent DAYS with a picky couple. She showed them house after house, went through probably four tanks of gas and spent countless hours with them. They got along well and they praised her for her patience.

One day, they called her with the "Good News". They had stumbled upon an Open House. This house was totally different than what they had been looking for yet they bought it on the spot from the agent who was sitting on it!

A lot of good people have left the business over things like this. One day they decide they have simply had enough.

"I will certainly pass your name on.....Oh Boy!
Best to just move on.

graphicguy

What would you usually do? I think asking him what it would take to get them to buy the car from you might be in order.

Moo....I know you're in "high line" sales, now. But, relative or no relative, $$$$ will be the motivating factor in this sale.

It's up to you whether you want to fork over any margins, though. You've really got nothing left to lose at this point.

madmanmoo

My response.

After all the time and energy invested in putting our deal together, I must
say I'm very disappointed. Surely this friend's relative would hate to have
the same thing happen to him. I would appreciate it if you rethink your
position. Please understand that I make my living by doing what you and I
have done together. This is how I provide for my family. I understand the
connection that you may have through your friend. However, I'm sure that if
you talked with this friend's relative that he would urge you to stay with
your original salesman.

-moo

isellhondas

I would leave out the part about "this is how I make my living....this is how I provide for my family".

madmanmoo

It never seemed to be about the money. We spent time building the vehicle and test driving. Then this. If we've never got down to exact numbers and I start screaming about loss leaders..... Just doesn't make sense. More than anything, he should have a little respect for me and my time.

I'm not going to sit around crying about it. This isn't the first time something like this has happened. We'll see if I get a response.

-moo

madmanmoo

Already sent, lol. Think the guilt trip will work?

-moo

jipster

What would you guys do?

I'd probably get back at him by having sex with his wife. :P

lrguy44

Now we are back to deflowering again. Jip, what about the parts you can't see - that is what brought about the graphic vision of you and your new car in the garage with parts strewn all over while you assured yourself of the vehicles virginity.

jipster

while you assured yourself of the vehicles virginity.

Sheesshh... you guys got something against virgins? Basically, all I am saying is if I buy a new car I do want any part cannibalized. I want it exactly how is was when it rolled off the assembly line. No, I'm not going to grease up with 10w-40 and slither around the engine compartment and undercarriage looking for non OEM parts. But, I will take a look and ask. By what you guys are saying I have a 99% chance that the car is pure. But, that's not good enough for me... us "high-line" guys demand more. :shades:

madmanmoo

-MOO

lrguy44

Jip, you know that at the assembly plant if a part is not in stock when the vehicle rolls down the line, the assembly continues. At the end of the line, the car is taken to a special area and when the part arrives it is installed. This has become somewhat more prevalent since the advent of "Just in Time" parts supply.

jescue

I worked at the Nissan plant in college. If they ran out of radios or something they would pile the vehicles up until the parts came in. We also put the spoilers on. We would take drills to the trunks of these new cars.

roadburner

Jip, you know that at the assembly plant if a part is not in stock when the vehicle rolls down the line, the assembly continues. At the end of the line, the car is taken to a special area and when the part arrives it is installed. This has become somewhat more prevalent since the advent of "Just in Time" parts supply

I remember a magazine article written by someone who visited a Lucas(The Prince of Darkness) factory in the 70s. There were two assembly lines- one for initial assembly and a second to correct the mistakes made by the first line. Really.

graphicguy

moo...I agree with ISH. Strike the "this is the way I make my living" thing.

But, if you've already sent it, so be it. Who knows what these people are thinking? They may not even buy a car, period and are blowing smoke up your behind.

It never ceases to amaze me the ways people will try to say everything but
"No" when it comes to making a purchasing decision....for anything.

I know we're in way different industries, but just last week I was traveling with one of our Regional Mgrs and one of his sales people. For months, there was an account that kept turning up on their forecast. To say it was moving through the pipeline at a snail's pace would be a huge understatement. One roadblock after another was put up as a reason why we couldn't close the deal. We kept throwing resources at the account to overcome the alleged reasons.

Finally, since we were relatively close to the company in question while calling on another customer, I said "let's just pop in to this account and see what's going on".

My people hate when I do this. They don't have time to "prep" the account about what I may ask them. In addition, my people are usually afraid to get a straight answer.

Anyway, we show up unannounced. I played the "we happened to be close and decided to stop by to see if you'd let me buy you lunch since this was impromptu". Everybody eats lunch. Hard to turn down a free one. He agreed.

Long and short of this, I told the client that every week I ask where we're at with his company. Do we need to put more resources on the account to help them with their decision?

"Nope!"

"OK, are you tired of my sales person calling you every week"?

"I don't mind him calling, but maybe not every week".

Finally the big question.

"Let's pretend we grew up together...that we've been good buddies for a long time. Let's say that we weren't afraid to tell each other anything. If I asked you a question, would you tell me the truth?"

He said..."I suppose so".

"Good...do you have any intention to buy anything from us in the foreseeable future?"

"Foreseeable future? Probably not..we don't even have budget set aside, but we are interested in your technology."

"Fair enough".

We enjoyed the rest of our lunch.

Customer was afraid to say "NO". Salesperson was afraid to hear "NO".

When we got back to the car, I told my people not to ever put the company on the forecast "in the foreseeable future".

jeepboy08

As the title says, I am going to buy a Wrangler, but first, I want to talk to people who have bought wranglers in the past.

here are my main questions:

1) I drive a 2005 Dodge Neon SXT, 5-speed manual, and I have never driven a manual SUV. Is it much different than that of a sports car?

2) Pros and Cons of the 2007-2008 Wrangler?

3) We also own a 2005 Jeep liberty, Special Edition, 3.7L 4X4, 4-speed automatic. Does the 2008 Wrangler drive anything like the 2005 Liberty?

Please answer ASAP!

jescue

Lots of fun but not very practical. They drive nothing like a car. I have owned three and they are fun if you are willing to put up with the quirks.

jeepboy08

well, it is for my son, who will be turning 16 in September. He has always wanted a wrangler, and my wife and I decided to get him one for his birthday.

What are the "quirks?"

can you give me any "detailed" information?

jescue

That is not a vehicle I would ever buy for a new driver. These are short wheelbase vehicles with a high center of gravity. Side impact protection is virtually nonexistant.

jeepboy08

As you know may know, we are looking at the 2008 model, which looks like it is longer, and more stout. He is an EXCEPTIONAL driver. he off roads a lot with his sister, and has never had a wreck, nor come close. Is it still a hazard?

jescue

The unlimiteds are longer than a regular wrangler but still short wheelbase when compared to typical cars/ suvs. He may well be an excellent driver, but at 16 how much experience does he really have? And while it may look stout, take a close look at the doors on it and compare them to any other car. Do not get me wrong, I love them and would be glad to own another. I would just be hesitant about giving one to a 16 year old, but that is your decision to make. No judgement here, just my opinion on it.

sterlingdog

Moo, I read your response from the customer point of view. It was professional, courteous, and honest. The touch of sympathy for earning a living was fine. It showed that you are human.

If I received your response as a customer, after having worked with you on a deal for a good while, I would feel like a s---[non-permissible content removed]. I would definitely call you and apologize. I would talk to the friend's relative and let him know that you had been working with me and just get his input. More than likely, I would purchase the car from you. I doubt that the friend's relative has much to offer, and he wouldn't even know me as you do.

You've done the right thing. If it doesn't work, just move on to the next nice customer. There are still a few of us out there.

jeepboy08

I completely understand where you are coming from, and believe me. Hearing this has made me think. We might surprise him with a scion tc.

Thank you for your help, and any other information on the vehicle would be nice.

sterlingdog

Listen guys. My wife woke up this morning still talking about that Dodge Nitro. I like the looks myself, but don't know a thing about them. Do any of you have an opinion about them? One thing is for sure. She won't be trading my convertible for it! :mad:

rowlandj

Given those two choices I think the Scion is the way to go. My daughter has one and loves it. Overall it's just a lot more practical and safe.

You never know where their travels will take them over the life of the vehicle and I can tell you that at highway speeds the tC is the better option all around. Not just for your son but for any potential passengers as well.

As you know, the Jeep can be a great fun 'toy' but as a daily driver for a young person it would not be my choice.

Good Luck

sterlingdog

I'm just a consumer, but I will share this with you. My nephew had one and flipped it twice in three years---going around curves. He's not a bad driver, never drinks, uses drugs, etc. You just can't drive them like a car or a truck. His father got rid of it and bought him a used Ford F150. Result: No more accidents. We feel that he is safer now.

Richard

jeepboy08

Well, considering he goes to school 40 miles south of where we live, and drives the expressway every morning, i would feel 100% more safe with him in a scion tc than a wrangler. Maybe later in life, but not now.

As for the nitros, they are really nice cars, but they have terrible resale value.

:[

roadburner

Do any of you have an opinion about them?

Well, a Nitro is just a Liberty in drag. Dodge slaps on some "tough" styling cues in order to make it appear more "manly" and less of a "cute ute". Still, about 99% of the Nitros I see are driven by women. All I know about reliability is that some early Libertys seemed to be trouble prone. As for the new stuff- who knows?
If she has her heart set on a small SUV I'd do my best to steer her towards a Honda, Nissan, Subaru, or Toyota. If you have to buy American, I'd look at the Escape.

madmanmoo

Awesome.

I love hearing those stories from your side of things. There's never anything wrong with the directness when done right.

You raise an interesting point. I'm beginning to wonder whether or not he ever had any intention of buying at all. It would seem very strange to jump through the hoops that he did, but we'll see.

-moo

madmanmoo

I read your response from the customer point of view. It was professional, courteous, and honest.

Good. I'm glad that I wasn't a jerk about it. I think if he talked to the other salesman (provided there actually is one) he would find that the other salesman would say to stick with me.

I won't lose any sleep over it. I thought you guys would get a kick out of hearing another story from the wonderful frontlines.

-moo

isellhondas

I totally agree with you for all of the reasons you mentioned.

They may be more refined now but they are still primitive and they flip easilly.

This would be one of the LAST cars I would put a 16 year old in!

Of course, I grew up with old VW Beetles and I somehow survived. I was just lucky I never got hit in the things.

I just think there are MUCH better choices.

jeepboy08

haha, right you are.

So about these Scions Tc's... Are they good cars? he said he liked them.

roadburner

I completely forgot the new Saturn Vue. Of all the vehicles I mentioned, it's probably the one I'd spring for- mainly because of the European design and feel. Go with the Red Line...

michaellno

I completely forgot the new Saturn Vue.

As one who owns a new '08 VUE (XR AWD), I can tell you they are very nice vehicles.

About the only major issue is that they are pretty small inside -- all that swoopy bodywork really digs into the cargo capacity.

But, they are very sweet to drive and we've been getting 17-19 MPG in ours.