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Stories from the Sales Frontlines
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So, any sales stories today, guys?
I WANT STORIES!!
Surely, you all have interesting untold stories to relate.
tidester, host
Yeah, even I have noticed that I've gotten a little chatty lately. Must be the subjects.
...It is interesting to have the opinions of one such as yourself to go along with all the nuts here.
Are you nuts out there just going to sit at your computers and take that?
It think it could be helpful to have more non-carnuts around ... although you may become one by hanging around too much.
I've thought of that. Is there a shot I can get to prevent that from happening? I have a really good medical plan so cost is no problem.
We need more good car stories.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Yes. :shades:
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
Well, I'm a non-carnut. I stumbled onto this website while doing research on the Mazda CX-7 (mine should be arriving any_day_now...have received confirmation from the dealer that it's off the boat from Japan, now going through customs, etc. in Port Newark. Does staring at the phone make it ring? Caller ID is a blessing and a curse).
Anyway, so that's how I discovered this site and got hooked! I don't think I'll subscribe to car magazines or anything, and I'm not too into the mechanical aspects of most stuff, but...I just LOVE reading everyone's opinions and stories! It's addictive! And I will admit that I now am MUCH more aware of other cars around me as I drive to work each day...so, I might just lurk much of the time, but am truly enjoying it. Keep it up! Makes the work day go by quicker... :P
OK Perry, you'll get them.
Wait a minute, 'louiswei' you've been in disguise on this thread all this time? I can't believe it! What are the handles of your buddies Jimmy, Lois and you know, that guy that likes phone booths.
Come clean, you know we're going to find them. So make it easy on yourself.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Bingo you get a dollar.
Also on the J.D. Powers survey design complaints are now lumped in with relablity problems. That basicly makes the study worthless as a predictor of reliablity.
They also do not make a distinction between serious problems and thing like a button falling off.
Just for example a few years ago when the MINI Cooper and H2 scored very poorly on the JD Powers survey.
The MINI scored poorly in part because people made design complaints about the cup holders and the harsh ride. HELLO it is a sports car and at the time was the best handling vehicle you could be unless you wanted to spend over 00,000 dollars. The MINI at the time had three cup holders but they were all small and could really only hold a soda can.
MINI complained about the survey to JD Powers as they though it was unfair. Reliablity and OPINIONS on design flaws should be seperate surveys and not lumped into one score with no way to distinguish them. JD Powers basicly said sorry screw you this is how we want to do it.
In response MINI added more cup holders which frankly look stupid and take away from the design language of the car but they made people where their super big gulps happy. They also changed the valving and oil type used in the shocks to make the ride more compliant and ended up sacrificing cornering ablity in the long run.
Now for H2s the complaints centered around gas mileage. People were upset that they were only getting 10 mpg or less on average. Hummer basicly said well it is a nearly three and a half ton truck, with the CD of a barn and permenant 4WD what do you expect?
Now how does this relate to Range Rovers?
Cup holders again is the problem here. The Range Rover has two very neat cup holders that fold away into the center console and passenger side of the dash. There is a third small cup holder in the center console just to the driver's side of the folding cup holder that is small and doubles as the cigar tray holder.
Well the folding cup holder built into the center console, I call it the robotic cup holder, folds up and out of the center console with a touch at a hidden spot on the console. It is not marked at all so that it will match the clean design of the rest of the interior. It is easy to find the button to hit as it is at the top of the right corner of the center console.
Lots of people like the robotic cup holder because cup holders are ugly and they should not be seen. Other people love to complain about that cup holder. I know one woman that every time I see her for any reason even it is outside the dealership and totally unrelated to the Range Rover will find a way to complain about the cup holder.
They don't like that it is to the right of the driver.
They don't like that it is hidden and they have to hit a button to make it come out.
They don't like that it is adjustable so they have to open or close its jaws in order to hold their cup depending on its size.
These people are basicly just lazy and do not understand the whole design concept behind the hidden cup holders because cup holders are ugly.
Other people do not like the climate control as in addition to the two way climate control knobs for the passenger and driver there is a third control knob to fine tune the temperature even more. You know how sometimes in vehicles with Auto climate control 70 degree is too cold and 72 degrees is a little too warm. Well the extra dial in the center of the dash can fine tune the air temperature just right. You just turn the color coded knob red for warmer and blue for cooler.
Lots of people apprently just find that too complicatd.
Oh and Jmonroe nothing I saw will ever convince you that Land Rovers are better then your impression because you are not a Land Rover Customer.
I am not being rude but you do not fit the demographic at all. Land Rover does not have the Toyota/Lexus philosophy that everyone should own a Toyota/Lexus. They are a after a very niche market and really don't have the intention to sell huge volumes of vehicles.
What car did you really look forward to getting in your showroom? One that you heard the mfg's were going to build.
Here is one I've been wondering about... When you got your first car sales job, did you pick the dealer because of your favorite make or did that matter?
I'm sorry, I was sure you were referring to the classic line used by Perry White, the newspaper editor of the Daily Planet in the old SUPERMAN TV series in the 50's. He was always yelling, "I WANT STORIES, I WANT STORIES"!!
The reporters were Jimmy Olson and Lois Lane and of course, the guy that liked phone booths was, you guessed it, SUPERMAN.
I still think you are putting me on by playing innocent, but that's OK.
Any other old guys out there that remember this?
I know you're putting me on,
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
I like the hide-away cup holders. As far as your customer complaining about them, nothing says you can't leave them open all the time if it's too much of a hassle to open and close them.
For an upscale car salesman you're pretty frugal.
They also do not make a distinction between serious problems and thing like a button falling off.
Do that many buttons really fall off Rovers that this should even be mentioned? If the answer is "they do", this has to be corrected.
Well the folding cup holder built into the center console, I call it the robotic cup holder, folds up and out of the center console with a touch at a hidden spot on the console. It is not marked at all so that it will match the clean design of the rest of the interior. It is easy to find the button to hit as it is at the top of the right corner of the center console.
Things that are to be used shouldn't be hidden. This is what I meant by being too cute that it comes back to bite you.
Oh and Jmonroe nothing I saw will ever convince you that Land Rovers are better then your impression because you are not a Land Rover Customer.
I am not being rude but you do not fit the demographic at all. Land Rover does not have the Toyota/Lexus philosophy that everyone should own a Toyota/Lexus. They are a after a very niche market and really don't have the intention to sell huge volumes of vehicles.
You're right you haven't convinced me. I can't believe that a lot Rovers complaints are the result of cup holder placement.
I know I don't fit the Rover demographics because I expect more quality than they can deliver.
Having said all that, I do admire your defense of a poor product. I know I couldn't defend one as well as you. You are definitely in the right business. I'm sure the misinformed car buyer falls for it.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
I hate to tell you this but all cars cost over zero dollars, you as a car salesman should know that.
In response MINI added more cup holders which frankly look stupid and take away from the design language of the car but they made people where their super big gulps happy.
I would think that people who need cup holders big enough for their super big gulps wouldn't fit into a Mini.
BTW I will e-mail you where to send the dollar.
Better yet give it a few friends and donate it to a local American Legion post that is sending care packages to our troops.
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
"And don't call me CHIEF!"
(not that I ever saw the original!
tidester, host
Yeah, you got it.
Thanks,
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
And Jmonroe don't you own a Kia? That is right there by Rover in supposed quality according to all of the surveys quality so...
You have never driven a rover, you never will, you are not in the target market for one and you never will be. So why don't we just drop this and you stop stiring.
british_rover, you've got to have some interesting things happened in the dealer the last couple weeks or so right?
No, I own 2 Hyundai's and you should know how much they have improved their quality. Go look at the surveys (any survey from a reputable source) and tell me if Rover can match them.
You have never driven a rover, you never will, you are not in the target market for one and you never will be.
Wrong again, I did drive a friends Rover two years ago, don't ask me which model because I didn't pay attention. Just did it because he insisted and I didn't want to hurt his feelings by saying NO.
If by 'target market', you mean someone who is willing to pay a lot without getting a lot; you are absolutely right about this.
NEVER, well, never is a long time, although, you're probably right about this.
So why don't we just drop this and you stop stiring.
Thats OK with me. However, I didn't think I was STIRRING, I was only giving my opinions and answering your responses.
Believe it or not I think I could by a car from you if you sold the ones in my market.
PEACE,
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Really? I would have never guessed.
I know I was just yanking your chain. :shades:
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
Maybe you need to go back and read some of your previous postings then, because you were stirring...quite vigorously I might add.
When you wrote that british didn't respond to a question you had because he "can't defend junk"...well, that's a pretty provoking and insulting comment to make, especially to someone who sells the vehicle you were referring to.
British even made a lengthy post to answer your question despite the "junk" comment. You repaid him with more sarcastic comments. Kudos to british for not responding in kind.
MODERATOR /ADMINISTRATOR
Find me at kirstie_h@edmunds.com - or send a private message by clicking on my name.
2015 Kia Soul, 2021 Subaru Forester (kirstie_h), 2024 GMC Sierra 1500 (mr. kirstie_h)
Review your vehicle
What adjective would you have used; inferior, useless, worthless, rubbish? None of these seem any more complimentary to me, in fact, most are worse. All I did was use the most common word that car owners use when describing a car that they are not happy with.
British even made a lengthy post to answer your question despite the "junk" comment. You repaid him with more sarcastic comments...
Boy, did he ever. Could you be more specific.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
That's EXACTLY what I did only I did it TWICE.
Try it, you'll like it.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
But, our host and the rest of the mob are starting to light their torches for some sales stories.
I've got some good grocery store sales stories if anybody needs a quick fix. :sick:
Go for it.
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
Good decision.
Okay, this issue would definitely fall under the category of customer service, or lack thereof. Something that is an important theme in both the automotive sales industry and the grocery foods industry. Provide good prices and service to get return business. Though for most people price trumps service.
This story from the sales frontline comes from a large regional grocery store chain. The salesclerk in question assists customers with the "self service" check out, as well as runs a cash register. While waiting in line to be checked out, the following has been observed by myself: salesclerk referring to himself as "creamy" to fellow saleslady, carrying on conversation with saleslady while totally ignoring customer.. except to give total of purchase, snatching discount card from customer and tossing it back, speaking of going out to his truck after work and drinking the 6-pack he left in it, talking with stockboy in sexually inappropriate manner about an upcoming date.etc. This is all in a loud obnoxious voice that everyone in the store can hear, and was not a one time occurance.
Well, I take it to the store manager several times. Apparently the guy (30 years old) gets a suspension for a couple weeks as I do not see him for awhile. Then when I do he is bringing in carts off the lot for a couple weeks. Now, he has returned to his original position. He's still loud and obnoxious...but not as inappropriate. The store by the way in under a union.
Well...that's pretty much it. Sorry,if that was a weak story.
Have any of you heard my "kirby" stories by chance??? :P
The problem was that in the back where we kept the stock it wasn't kept cold, it was stored at room temperature. So what we would do would be when someone bought beer (be it in a 6 or 12 pack) we would bring up the warm stuff Take out the cold stuff in the cooler and put the warm beer in the back to give it a chance to cool down and put the cold stuff back in front of it.
It never fails that sometime during the day you will do that and immediately someone will come by and reach into the back to get the "cold" ones. Well you see this and inform the customer that the ones in back are warm and were just placed there and sure enough every now and again some idiot won't believe you and feel the bottles inside and proclaim them cold. And they were beers that two minutes prior were room temperature.
I guess perception does create its own reality.
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
Don't stop now, maybe the store has a three strikes and you're out policy.
Have any of you heard my "kirby" stories by chance???
Are you the one that started this a while back? I think it was on another thread though. In any case, please don't get this going again or we'll be forced to finish our last off topic discussion. OK?
Thanks,
jomnroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
One day at the Commissary we were talking to someone at the entry/customer service desk. While we were there a young lady made some purchases at the checkout. She walked right over to the customer service desk and asked to return the strawberries she had just bought. She felt they were too expensive. The service rep dutifully refunded her money after having her sign on a return roster. I looked at the return roster and saw her name on there multiple times.
She left. Then the guy said she did that kind of thing all the time. It was running joke in the store. She seemed somehow unable to note prices before putting items in her cart.
Anyhow, one more quick story from the fast food frontlines. This happened about 10 years ago with our first child, as told to me by my wife. She's sitting in a Mickey D's drive thru line. It's the middle of summer. She's about 7 months pregnant. My wife has to repeat her order several times to the person taking her order thru the speakerphone. She finally gets up to the take-out window and they have her order wrong. She gets it back, and again they give her the wrong food. The attitude of cashier is turning quite negative at this time...bordering on hostile according to my wife. After waiting another 4 minutes the cashier flings the bag out the window(still in hand) without looking at my
wife. My wife grabs the bag...cashier immediately goes into a rage accusing my wife of "snatching" the bag out of her hands. Then proceeds to threaten to come outside and beat my wifes "[non-permissible content removed]". Well, the cashier made a smart move in leaving the take out window and not coming outside to try it. That's one thing you don't want to mess with...a 7 month old pregnant woman, who is hot and hungry. And yes...I know from experience. :sick:
So, my wife calls to the store manager who comes to the window. Apologies for the cashiers behavior. I'm sure that's probably about as far as it went. A lot of those kids that work in fast food can pretty much get away with murder before they would lose their job.
ok, working in a liquor store was good for some stories.
i used to work at a 'family' owned store in a working class neighborhood in massachusetts(ya, that kind of family), usually from 5-11 pm. the store had a full glass front door. one time i was working by myself, and noticed a car parked out front for a while. it had ny plates on it. there were 5 guys in it. i looked at them a few times, and they looked at me. feeling uneasy, i picked up the phone, which had a long cord on it. i didn't actually dial the phone, but i stood in the front door less than 10 feet from them, and mouthed the words so they could easily figure out what i was saying, 'can you send a car over? there's a yellow '73 ltd out front with new york plate 'xxxxxx' and five 'zzzzzz' guys in it'. about 2 seconds later they squealed the tires taking off. i think i may have saved myself some aggravation and possibly extended my lifespan that day.
years ago, when i was young, full of hope, and plenty green, i worked for a large dealership that sold an unnamed domestic brand. my first sales manager was from the middle-east. to this day, i consider him to be the finest salesman i have ever known. he showed me the ropes and taught me how to make money. the best lesson he ever taught me was his "too high" rule. (keep in mind he was from the middle-east).
one day, i had a nice asian couple (korean i think) come in to look at an suv. i demo'ed the car, successfully executed a trial close, and brought them inside. i sat them down at my desk at gathered their information. i went to the salesmanager to get my first pencil. it was a busy day, and there was a line of salesmen waiting behind me. as he started filling out the pencil, he looked over at my desk and saw my customers. "are those your too highs?" he asked. i said "i dunno. they are the people interested in this suv." he finished the pencil (full sticker plus dealer adds less rebates with a high down payment and an atrocious monthly payment). he handed me the pencil and said "show them this. if they do not like it, show them the door. do not come back to me with this. I mean it." i showed the customer the pencil. thye did not agree to it. i thanked them for coming in. i went to another customer, and life went on. at the end of the day, the sales manager told me why he did what he did. he told me he had made a fine living for many years by never haggling with an asian. he told me it would take days of negociating when i could be selling cars to other people. i no longer work at that dealership, but he still does. i still know salesmen who work there. the rules havent changed. i gotta admit, he was probably right. i still avoid getting into that mess, and laugh at the other guys that jump on the hand-grenade and end up with nothing to show for it at the end of the day.
Being Chinese from Hong Kong myself, I can relate to that. My parents grilled for days with hours of negotiation. As a kid, frankly I was a little embarrassed (and bored out of my mind).
The ones that don't haggle are quite mellow and would be quite trusting of salesmen like my aunt. I think around 5 years ago, she bought a 5 series BMW, very near MSRP since the salesman told her that it was already a very good deal.
They didn't deliver on time, and when they did finally tell her that the car was delayed, they also informed her there are additional option packages included, and if she didn't want the car, she would have to wait an indefinite amount of time.
Not being one to argue, she paid for all those unwanted options, at full sticker price.
Racial Profiling.
The truth is...not every Asian haggles to the death. As being an Asian myself I am going to speak for my family. We bought 4 cars in the last 7 years (1 used, 3 new).
First one is a 99' Camry we bought in 99. Saw the ads on newspaper, went to the dealer, bought the car in less than 2 hours.
Second one is a 97' Accord bought in 2000. Went to the dealer, picked up the car we like, brought it to our mechanic for him to check it out and finish the deal the day after.
Third one: 05' 4runner bought last summer. This one was for my dad and we used the Costco auto plan. We called the salesman first, made appointment and finished the deal in less than 2 hours.
Fourth one: 06' Lexus IS350 bought 4 months ago. I bought this car through an internet manager so I got 1.5 grand off without any negotiation. I made appointment with him on the phone, went in for a test drive and put down the deposit all in less than 2 hours. Picked up the car 4 weeks later.
What I was trying to say here is not every Asian haggles to the death. Most of our friends don't. Maybe the "too high" rule works for you but at the same time you probably missed some opportunities along the way.
Just my two cents.
this is someone who is comfortable dealing with the most visible people you can think of. he likes a nice vehicle, but it isn't really a priority. some dealers are just jerks. no different than any other business.
I think she knew you'd fall for that so don't waste anymore of your time waiting cause it ain't gonna happen.
Now, this is for real, I have a well traveled toll bridge for sale, very reasonable. Are you in or out? Gotta know quick, there's a guy on the other line.
Hurry,
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
In regards to the "too-high" comment I have heard it before and I have found anyone at any time can be a grinder. If there is one thing I have learned selling Land Rovers is that you cannot pre-judge anyone for any reason.
the mustang has a whole industry devoted to restoration/ modification. in 5 years, the 350z or g35 will be just another forgettable vehicle. i'm not saying they are not 'good'. it's just that in a few years, except for a few, nobody will care.
btw, the 4.6 was first featured in the '92 crown vic, then to the mustang in '95 and a few trucks in '97 and up.
Nahhh, kirstie will come thru for me. We're best buds over at carspace.
I wouldn't mind making a quick couple million on that toll bridge you have for sale, but at the moment all of my money is tied up in swampland futures.
Which brings me to my last sales story of the day. I got a gun pulled on me at a Quickie Mart for buying a gallon of milk!!!
Here's how it happened. Family and I stop at the local Quickie Mart for a gallon of milk. I go in and buy the Deans 2% as it is on sale. Well, I'm at the counter starting to pull my wallet out, when I look up I see a couple guys with pistols pointed in my direction. They happen to be cops, so being a good citizen I'm curious as to why they want to shoot me. Well luckily for me the cops weren't the Barney Fife types. They ask the cashier if everything is okay. She sheepishly admits that she accidently hit the alarm button. The cops roll their eyes and off they go. The cashier says nothing to me...like it happens every day that she almost gets a customer blown away. The wife and kids were outside in our minivan this entire time...only a few feet away from the unfolding drauma. But, they had my back.
I guess I could have asked for a 50 cent discount on the milk considering they almost got me shot. But, at the time it just didn't seem that important. :P
mustang can handle, but straight line performance is most important. cost is too. irs is good, but maybe too expensive for an everyman car.
i'm ok with a little adreneline shot, mid corner.