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Comments
That is so true and the mothers are by far the worst.
I coached Little League and Pony League for a few years and I can tell more than a few tales that are waaay out of bounds for this forum.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Mack
2013 LX 570 2016 LS 460
How about telling the customer the truth.
Say that management does not want to give out a 'very best' price over the phone because they feel it will just be shopped around for $50 less.
Ask the customer to come in to see you, and you feel sure you can be very competitive with any other dealership. And this will show both sides, the customer and salesman that they both are serious about the transaction.
This should work on new cars. They have MSRP number as the place to start.
Now on used cars, I think a dealership should quote whatever the 'posted' price on a vehicle is, over the phone. I've called about used cars, where there is no price in an advertizement, and not been able to get a price. I don't think this is right. There should be 'some price' for everything on the lot.
I would not have Mack do anything different. I was just pointing out what had just occurred to me and that was that Mack's 'success' story could just as easily be viewed by the other sales person involved as another inconsiderate buyer.
Some customers are convinced you are giving them BS right away, and all the way through the transaction
I haven't been doing this long, but thanks to Edmunds and folks here [ and a lot of lurking for years] I feel as though I've taken to it quickly. Always something to learn however.
FWIW, I never like to tell customers my #'s are negotiable, it just opens up a can of worms to people who are poor negotiator's, and again, wouldn't know a fair price if t-boned in an intersection by the fair price Hummer.
The desk has a job, the customer has a job, and my job is to make both happy. [throws rope over shower rod]
Hey ‘grand’, FWIW, I think some have taken this differently than the way you said it. I’m not sure if you’re in the biz or just a non biz guy that hangs out here like me. Either way you now know how this biz works.
It’s great that our poster buddy Mack made the sale and like I’ve said before, although some have disagreed, “for every one that you make like this you lose like this”.
It’s impossible to win them all but if you don’t try you won’t be in the car biz long enough to have many success tales to keep this forum going. Now, having said that I’m going to hear:
“That’s why I don’t give out prices unless there is a serious buyer sitting in front of me and I NEVER EVER give out prices over the phone or via the Internet”.
Since I started via the Internet the last two times I bought, that kind of thinking takes that kind of dealer out of contention. In a way, that’s a good thing because it probably gets rid of the old school guys I’d rather not deal with.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Me neither. However, if you can't get the customer in front of you and they refuse to come in, you have to have some sort of hook. There are many variables that may not be addressed yet. The easiest one to point out is credit (if you're running payments).
I understand where you're coming from though. I had the exact same thing happen to me yesterday. A phone up wanted to know some leasing numbers on a Boxster. Customers are NEVER impressed with Porsche numbers. It's a very dicey conversation, but you do the best that you can.
I closed someone last week by encouraging them to come in first and test drive, make sure they like the vehicle and then proceed from there. The gentleman yesterday? I don't think he's going to be coming by. It's a numbers game. :surprise:
-moo
You're probably right. This, of course, will all depend on what location you're in. If there is just 1 or 2 dealers in the area, then you're more at the dealers mercy. If you're in Atlanta..... good luck ever surviving with that mentality.
-moo
I think what kirstie is trying to say is that Edmunds, KBB, etc are going to have trade-in numbers all over the place.
On any given day, depending on your geographic area, depending on the mood of the appraiser, if he/she had a fight with the spouse, how many "like" vehicles are on the lot, how the stars line-up, it's a crap shoot what your trade-in is worth.
Personally, I'd shop it to 2-3 different dealerships. Ask them what they'd offer for it as a straight sale without you buying another vehicle from them. That should give you a rough guideline of what it's worth as a trade.
The "real world trade value" thread kirstie (sorry for putting words in your keyboard, K) is a good place to start to find out if your local dealers are in the ball park.
When I was running our internet department I would quote a price that would give me some room to negotiate. I also gave the customer all the info they wanted. At that time there was only one other store that was doing anything with the internet besides me. Good thing she was 50 miles away. She was good and at that time my only competition. I used to "SHOP" the other dealers by sending e-mail requests for price quotes, etc. Some wouldn't respond and the ones that did were 5 days later and with verbage that would make you wonder if these guys ever saw a classroom. Whoever said you can't sell a car over the phone or the internet never sold one. :shades: :shades:
I will quote prices, and let customers know that I'm competitive and want to sell them a car. Some of my fellow brethen find anything to not sell a car to a customer. It's amazing. :shades:
This particular customer came in over a month ago, loves the car, like's me, but"likes his money better". No problem, that goes without saying.
Anywho, he's coming in today to sign up so this one is a happy ending.
Don't get me wrong because I sincerely hope you get this sale. But you know what they say about counting those chickens and we've heard that all too often on this forum.
I just hope you haven't jinxed yourself and come back here with a sad tale.
Then again, how would we know how it went. We believe everything you car guys say.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Fortunately I’m in an area that has many dealers to choose from for all makes other than the high ends stuff like Porsche. Probably only 3 of those but don’t quote me on that because that’s not one that’s on my shopping list.
If you're in Atlanta..... good luck ever surviving with that mentality.
I don’t understand this response since it could have two meanings:
(1) There is something wrong with my mentality of letting the dealers that don’t get back to me with Internet quotes to weed themselves out. OR
(2) Using old school selling methods will hurt your chances of selling in Atlanta if you don’t participate in Internet selling.
Since I brought up the Porsche thing, I was back at the same mall with Mrs. jmonroe again and that Cayman is still there near that escalator that I almost fell down the last time I was there. This time she was walking ahead of me and this time there was not a crowd around it like the last time (people must be used to seeing it already) so I took a peek at the sticker, $66, 6xx (that ain’t sooo bad). You know who looks back and says, “I thought you weren’t interested in that car”. I said, “I’m not, I’m just looking” :confuse: . She says, “I still haven’t forgotten about that dining room set”. Boy, am I glad I wasn’t any closer to that damn escalator this time too.
I wouldn’t put it past her to have told them to keep it there while she still worked me.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Old school methods will hurt your chances. Not really referring to internet.
-moo
Do people really flock in on these mailings thinking they have won something valuable? I have to call and make a reservation to an 800 number. It sounds like I can also walk in.
I get one or two of these a week. Whatever happened to giving away blankets or insulated mugs?
I think this mailing is technically in violation of the required disclosure of odds of winning each prize. They gave odds of winning the $2500 or the $1000 on the scratch ticket but that's not relevant. They needed to give the odds of being handed a $1000 scratch ticket or a $2500 scratch ticket.
I still laugh because an obnoxious area dealer sued their general manager (past) for hundreds of thousands because he had paid for giveaway promotions like this but the mailings weren't actually sent out--it was something like that. Try Joseph Airport Direct mail scam--$600,000
2014 Malibu 2LT, 2015 Cruze 2LT,
Stop answering them. Then you'll get none like me.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Of course, but you''ll still run into a tin-eared doofus -or two- who think that the $500 setup "Sounds jest as good as goin to thuh movin' pitchers."
Mine: 1995 318ti Club Sport-2020 C43-1996 Speed Triple Challenge Cup Replica
Wife's: 2021 Sahara 4xe
Son's: 2018 330i xDrive
Mack :shades:
2014 Malibu 2LT, 2015 Cruze 2LT,
Don't know what that is but where I come from we let our wives step on those things. :confuse:
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Careful, there are very few things left that women still need us for. Stop killing spiders and she might just run off with a high-end furniture salesman.
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
To me that is huge as to why it is so important to get them in the building.
He also said the average time from first email to purchase is like 42 days and that is why it is important not to give up on a customer.
We are in a business of instant gratification, we want the sale today. The odds of selling you if you leave are terrible. The chances of getting a be back are less then 10%.
Now allot of times some of us who were here then say "That deal is killing cats"
Ha, ha, very funny.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
The more I read these forums the more I think I'm a real odd ball (I guess my wife was right). I first visited my dealer 2 years ago to look around and get a brochure. When I bought, it was from the same dealer I visited and from the same salesman who had given me the brochure. I just felt that I owed them the first shot.
I could have run over to the other Mitsu dealer and shopped the price but it didn't seem worth it.
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
No, youre a decent person who thinks service and helpfulness is worth more than the 50 dollars you MIGHT save across town. Youre the reason why I take all the time in the world with someone who is "just looking".
Semi retired you might say, from close to twenty years of negotiating labor contracts with some of NYC's largest media houses (I was union business agent), I can say that doing internet management for 2 years equals about 8 years of the work I used to do. And for alot less money.
I think I'm somewhat spoiled, used to dealing with people who were genuinely interested in reaching an agreement whatever the matter was.
I'm in a super competive area with 4 GM stores within a 25 mile radius.
In my store there is a guy there who has been there 5 years and makes about 200k a year bonuses included. His customers, most of which are repeats, have paid more for cars than any of my customers. His customers aren't stupid people. MBA's and the like.
In my quest for what makes him successful I may have stumbled upon the answer in the movie Suckers. And that is, whenever you hold you're ground and refuse to bend over, some great customers who feel they get great customer service in exchange for paying a fair price, will often refer friends to the same sales person as it makes them feel better about not being the only one who paid more than Edmunds suggested.
Keep it lively. I enjoy reading your posts.
I think he was quite clear, to him service is not giving in on price. Fair price is a figure above Edmunds TMV. No wonder those union guys make so much money.
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
2018 430i Gran Coupe
You’re not going to prove your argument to me with that statement. Heck, even my son’s have one of those. They’re more common in the business world today than common sense.
Try again. :confuse:
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Sometimes it too much. I check price at carsdirect.com. One of my friends bought new accord $1.5K below Edmunds TMV
However, it may be hard to price the service that is "above and beyond standard of care" for particular market segment. If all Lexus stores offer similar frills, similar smiley faces, equally knowledgeable personnel, but one happens to sell it at lower price there absolutely no reason to buy it from the more expensive store, unless the latter is hundreds of miles away or the price difference is negligible.
2018 430i Gran Coupe
First there is a way to price the service. Peaple look up reviews of dealer, just like they do with car models. Now Cobalt wanted to see what makes people buy from one dealer but not the other, and 3 major factors would be price, quality of interaction with the dealer and reviews. Here is what they found out:
If dealer A offers very low price, and everything else is equal - 82% willl buy from that dealer
If dealer A offer low price, but sales staff is unprofessional - that number goes down to 43%
If dealer A also has bad reviews - that number goes down to 6%
All that assuming dealer B and C offer competitive price, not too high, but not the best price you can find.
:shades:
Factors:
The first time I ordered a car after shopping several area Buick dealers, I got a call shortly after we got home that there was a bundle package price for a radio option that gave us an AM stereo radio at the same cost. Did we want him to order that instead?
No money deposit wanted earlier that afternoon for the car order.
In the service department when I wanted to change my OHC belt they loaned me the wrench to reach a bolt.
They treated the little problems with cars like they were their own car, even though to some service folk they may have been trivial. The larger things I happily paid for.
Loaner cars for any service car dropoff needs.
Those are reasons I went back often checking with one other dealer on shopping price actually with a salesman; they never seemed as interested or real as the salesperson at the "right" dealer for me.
The reviews of the dealer from other folk by word of mouth were almost always good. Occasionally someone had an incident where they weren't happy. But in reality all they had to do was talk to one of the three owners who would have done whatever it took unless it was completely irrational to do so.
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But now the attitude has changed. Instead of the three sons of the founder running the store, the grandsons are there with their MBAs and Northwoods management training. The service people don't seem happy. The family atmosphere is gone. Maybe it's because I've dared to change my own oil instead of coming in every 3000 miles for service. Maybe it's that I change my own spark plugs.
The salesman is retired along with one of the other brothers. The grandsons are taking over. Completely different attitude. Traffic is slow in the business when I have been there recently. Am I the only one noticing the change, or are the reviews from others getting around.
I believe that reviews are strong influences to stay away from a store.
2014 Malibu 2LT, 2015 Cruze 2LT,
I know a guy who knew a guy who had a cousin who...
BTW, Cadillac Man with Robin Williams is on the TV. Did any of you sales guys ever have to sell 12 cars in one day to keep you job? What a brutal job.
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
last night they had a customer that was not closed so they put him in the business office. My partner is a great closer and has the ability to gain instant rapport with people.
So they get in the office and every one starts doing the dance and he finally ask the question. What will it take for you to buy my car right now, tonight?
The guy says he wants $500 more for his trade and $375 off the price. So my partner does the ole reinforcement close. So let me get this straight, what you are saying is that if I improve my deal $875 you will shake my hand and it is a done deal? The guy says yes.
So he goes to the GSM and tells him we need to improve $875 blah, blah, blah, done deal.
Steps back into the office and says, congrats you got a deal and attempts to shake the guys hand.
The guy says. "Well now we have to go home and pray about it". Yes this box of rocks pulls out the got to pray about it excuse.
Now before you all condemn me to a trip down the river Styx for for not respecting this chuckle heads right to exercise his religious faith as it pertains to buying a car let me finish my story.
So, my partner stares at him in disbelief trying to figure out how Joe Grinder just became holier then Jobe right before his eyes and is using that as an excuse to weasel out of the deal.
He did the only thing he could do and that was respect their wishes and send them on there way. Though he was tempted to counter with "Well don't you think it was Gods will that brought you here and guided you to this car in the first place" but he thought better of it.
Before the guy left he said (without being asked) this the car for us and the price is great, I will buy your car in the morning, DON'T WORRY I AM NOT GOING TO SHOP AROUND.
Any how, the salesman on the deal calls the guy at 9:30 this morning to see what the lord said and guess what, you will never believe this. Sometime between we are not going to shop around and the time they sat their butts down in there trade they decided to go to a competitor and buy the same car with 18K more miles on it for $200 less.
Ya gotta love people and the things they will say.