Did you recently take on (or consider) a loan of 84 months or longer on a car purchase?
A reporter would like to speak with you about your experience; please reach out to PR@Edmunds.com by 7/22 for details.
A reporter would like to speak with you about your experience; please reach out to PR@Edmunds.com by 7/22 for details.
Options
Stories from the Sales Frontlines
This discussion has been closed.
Comments
Glad you are posting again Mack!
2013 LX 570 2016 LS 460
Costco vs Wally's/Sam's? I agree....Costco, hands down.
I'm seeing a bit of a comeback in customer service, at least around my 'burg. Was very pleased with the knowledge and service from the local Honda store.
Even the local Best Buys are getting into the act. I've actually found people who I can ask questions about their wares. And, they actually have the correct answers. They're friendly and helpful. That certainly wasn't the case a couple of years ago.
Personally, I think the impression of car sales being the "slap'em on the back" and "let's make a deal" days are gone....at least at the stores I usually frequent.
OTOH, reading the "problems" forums will turn you against virtually every model on the market now. I guess no one bothers to post how trouble free their car is but love to complain when they get a lemon."
Thanks for the input on the Commander. While I was leaning towards spending less money and comprimising by buying the Jeep, my wife pointed out that for every time I've regretted spending too much on something, there have been ten where I wish I would have spend the extra cash and got what I really wanted in the first place. I can see how the new car feeling could wear off quickly with that one.
As for reliability, I've had bad luck with almost every non-Nissan that I've purchased. Worst case- I had a 2-year old Boxster S with just 10,000 miles on it that blew it's engine while speeding down I-95. I heard a thunk, the red emergency light came on, and when I pulled over, oil was gushing everywhere. Dealer replaced it under warranty. Still, I would buy another Boxster in a heartbeat. However, I've sworn off Ford over much smaller issues that happened to me years ago.
Finally, we made it over to the Land Rover dealer to drive a 2008 RRS supercharged. The wife and I both immediately liked the sales guy, as he seemed like he loved his product but in a very laid back manner. He took us over the obstacle course, which was an absolute blast (even though sand dunes are pretty much the roughest terrain we would actually see), explained all the features, and then had us take if for a road test. My wife and I both really liked how it drove. It had a much more solid feel that the Cayenne, pretty good acceleration, and handled nicely as well. The interior was more old-school that the GTS, but we both actually preferred it. I could actually see hauling stuff around this, whereas the GTS would totally bring out my neurotic clean-freak tendencies.
As a comparison, we also drove a 2006 full-size RR SC with 25K miles. The interior was much more polished (in a good way, not like the Cayenne) and it definitely drove bigger and heavier than the RRS. We went back to the dealer and the salesmen told us about the new infusion of dealer cash that had gone through that morning ($9k, up from $4k). I brought up the issue of not being able to use that with Land Rover's really low MF, and that's when he dropped the unfortunate news that the promo was over, as LR is doing it's best to move people toward buying. The 9k dealer cash could be used with Chase, and they had a good residual, but the money factor was nuts-- .00515. (Looks like somebody else got the same news from their dealer, as the same line was repeated on the RRS leasing forum).
He ran some numbers, knocking another $3k off MSRP without us even asking. There's no way I would lease at that interest rate, so now we just have to decide whether I actually want to buy a Land Rover, given their poor reliability history.
Overall, the experience just reminded me how having a sales person you click with can really make you want to buy the car. I dreaded going to the Jeep dealer, and the Porsche guy, while nice, was still sort of aloof. The difference seemed to be that Porsche and LR seemed to have the attitude that their cars sell themselves, and they're not going play a lot of games. I just got the feeling that Porsche guy didn't care if we bought or not, while the LR guy wanted to see us buy his car. I'm planning on emailing LR tomorrow about a couple of additional questions and maybe even getting an estimate of our Pathfinder trade before we list it for sale online.
We also have to decide whether we would rather have a brand new RRS SC, a 2006 RR SC CPO (for a little less money), or wait for a CPO RRS SC and see how the falling prices of the new models would affect any deal we could get on that. It was a really fun day, and while we're stressing a little about the decision, it's like my dad just told me "Boy, that's what you call a good problem..."
I don't know about that, I have gotten a lot of good advice and instruction from those Home Depot employees.
I had a friend that applied for a part time job at Menards and in the interview they kept asking him about any building and home repair/improvement experience he had.
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
Isell its worse than you think
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
LOL. I never noticed that sign on my house before. :confuse:
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
Is there any history about that picture? Where? What?
2014 Malibu 2LT, 2015 Cruze 2LT,
Ain't that the truth!
Flying is another great example, which I endured again today. There was a time when it was a pleasure to travel by air, but that was then . . .
There are still places that provide excellent service at a higher price (Nordstroms was mentioned earlier), but that's certainly not the way the majority are going. A lot of people bugle about wanting high quality, but the vast majority of them don't appear to be willing to pay for it.
Not that a C6 topic exists here."
Yea, and I apologized for that one, too. It was one of those "I'll just dash off a quick note to set this guy straight." thoughts. And, I obviously read too many varied auto forums on the internet. So many I can't keep straight where I am.
The forum I thought I was on does have separate C1, C2,... C6 areas and other specialized Corvette areas. All with very active participation. Edmunds specific auto areas are very thin. I don't think I will proceed with more opinions, because the hosts will start to narrow their eyes at me.
Can't tell you the history of that but it is on Blackjack Rd a couple of miles outside of Galena IL.
However I would not be surprised if that wasn't an early outlet for Sears mail order in the early days of Sears.
2011 Hyundai Sonata, 2014 BMW 428i convertible, 2015 Honda CTX700D
I wouldn't take an honest mistake seriously, besides who's going to help all those yahoo ranger owners...
Mack :shades:
You also wrote in a different post :
" Yep, but now there's a conflict of interest between sales persons and dealerships since they (dealerships) expect perfect customer surveys yet they don't want to pay the sales folks for providing that service. "
Truer words were never spoken or as has become vogue in the music without singing, it would be expressed , Word! .
Management has embraced survey mania.and not just the customer satisfaction survey . I'm inundated with 3 -4 surveys in an average week . I think it's due to their insecurity since they really don't know what they are doing. When you don't really know how to lead fake it and send out a survey.The former NYC mayor Dave Dinkins walked around asking the townfolk " How am I doing ? " . He was not elected to a second term.
Not music trivia just a song I've been singing to myself last week.
Freddie
Oh Freddie.
Oh Freddie Mac
When are you coming back?
Oh Freddie.
Oh Freddie Mac
When are you coming back?"
I thought it was:
Oh Jimmy, oh Jimmy Mack, When are you coming back?
Now on topic; I've never seen business this bad since after 9/11 and even then we had some patriots buying cars to help out. We don't even have those around anymore. Saturday our store sold a grand total of are you ready?????? 3, tres, trey, three cars!!! And this is a store where Saturdays are rock and roll, and a Toyota store at that.
A friend/customer of mine stopped by to test drive a Matrix (third time) since he's put his truck in the paper this weekend so that he can buy the Matrix. He's retired and doesn't not want two payments although he could afford them. I hope his truck sells just so I can get a unit over the curb. It's a really nice F-150 Lariat, Black with black leather interior, 2wd, double cab. He bought it last year when Ford was unloading the F series and got a great deal. He wants to get at least 22k out of it. I've sold him a couple of Toyota trucks in the past and he comes in to check on me about once a week.
The only other "up" I had was an elderly Army retired couple. Nice folks, driving a MazdaSpeed Miata. Their "fun" car. They had just come from our Mini store and she wanted to drive an econobox. I told her about the Yaris and showed her one and then steered her to a Corolla which is a lot nicer and once you option out a Yaris with all the standard safety gear the price is not much of an issue and you get a better car. We test drove it and she loved it. What really confused me was when I greeted them she came right up to me and introduced herself and told me what she was looking for: "a replacement for my Passat wagon, has to get great mileage, economical, and fun to drive." "OK, how about two out of three?" I replied.
But then while we were looking at the Yaris she mentioned it would be great for her nephew who lives about 90 miles north of us. Then I showed her the Corolla and she liked it much better than the Yaris. We took it for a test drive and when we got back I made a couple of trial closes but they weren't ready. She also wanted to look at the Mazda 3. I'm screwed! The 3 is a better handling car than the Corolla. So if it's fun she's looking for she won't find it here. Great gas mileage, economical, yes, but fun to drive? I'd take the Mazda3.
:sick:
'
I can only tell you that there is no more to the story. The only thing I can think of was the SM mistakenly thought I was going to take delivery the night we came to terms because that's what he wanted to believe since they pulled the car into their well lit clean up area and felt there would be no problem inspecting it there. He left for home before I could tell him that area was not good enough for me. I always do my walk-arounds in day light.
I wish I would have been a fly on the wall for that, lol.
Yeah...I would have liked proof of that tantrum myself.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
'21 Dark Blue/Black Audi A7 PHEV (mine); '22 White/Beige BMW X3 (hers); '20 Estoril Blue/Oyster BMW M240xi 'Vert (Ours, read: hers in 'vert weather; mine during Nor'easters...)
By which we can measure,
Our pain,
I'll say it again,
This was quite some time ago, but I remember going to a Ford store where the sales guys were all huddled in a bunch by the front door. As soon as I had turned my car off, but before I was out of it, one of them approached. He didn't say "hi". He didn't introduce himself. He didn't even ask why I had stopped by.
He simply said "you buying a car today?" As I exited my car, I told him I wasn't sure as I didn't see anything on his front lot that I was looking for.
He walked away without speaking another word.
I guess if I had said, "yes....I want an F150.....write it up", then he would have considered giving me more of his time.
Conversely, the Honda store I mentioned where the Accord came from, their sales folks couldn't have been more genuine and laid back. While my sales guy asked "probing" questions about models, options and colors, he also injected a good amount of cordial in our conversation. He didn't innundate me with "buy, buy, buy".
He wanted to find something I liked, first and foremost.
My experience with their sister Toyota Store has been the same.
So, I would imagine ownership/management puts the emphasis on product knowledge and civility.
Thanks for posting your experience!
I think Walmart operates on 20% profit margin compared to Target's 30%. The difference is very apparent.
-moo
I was in a Wal Mart one time and that was more than enough.
I had something similar happen at a Ford store. I was looking for a cheap work truck for around 10K. The salesman took me to the lot and showed me a Van for 19K. I wondered if maybe he didn't speak english.
I asked him for some technical specs on the van just to be polite. He said he would find out and walked away. After 15 minutes he hadn't come back so we went back to the showroom and found him laughing it up with his buddies.
I asked where was the info I had asked for and he shrugged he couldn't find any. He gave me a brochure from a new model van and kind of looked at me with a "was there something else?" look.
We left and never went back. Ever.
Maybe it was my shoes.
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
My wife is looking for a new car, 1st stop is at Honda... they don't pay her one bit of attention, they keep talking to me although I had made it perfectly clear that SHE was the one purchasing. Finally took an Accord for a drive.. hated it
Next stop, Volkswagen. Again, the salesperson would not speak to my wife, kept speaking to me. Again, I was not asking any questions, I was merely there as to observe the transaction. Salesperson went to get the sales manager, and they BOTH continued to ignore my wife and speak directly to me. Despite all of this, my wife requested a test drive of a Jetta. The sales manager DROVE!!!! He kept turning around to speak to me while he was driving (I was in the back seat). We had never had such unprofessional sales people in all of our car buying experince. Needless to say, the Jetta was out. Totally bizarre experience.
Next stop, the Toyota dealer. Now, in fairness, I had purchased several cars from this dealership, but my wife had never dealt with them. Once I explained the situation (she's buying, etc.), the sales person didn't speak with me again until later in the presentation. His total focus was on my wife and how he could help her. He then proceeded to toss her the keys to a Camry and told her that he closed at 6 or was open again at 9 the next day... enjoy your test drive. She bought the Camry and has bought several more from the dealer over the years.
If you treat the customer the way that you wish to be treated, then you have fought half the battle. Keep up the stories, they are great reading. I have been in sales for 30 years, just not is cars.
I agree with you that if you are nice with customers, and they like you, the whole process is much easier and pleasant. It always has worked for me.
Where in Canada are you? I'm in Vancouver.
2016 Audi A7 3.0T S Line, 2021 Subaru WRX
I go to Wal-Mart on occasion and when I leave I feel like I need a shower.
Yep, the Mazda 3 is more fun to drive than a Corolla, but maybe you could point out some other benefits of the Corolla? Two advantages that come to mind are Reliability and Safety. "Safety" might be a selling point for you, especially to a retired couple. I don't know for sure, but I suspect the Corolla has better crash test results than the Mazda 3.
2018 430i Gran Coupe
Can't really put my finger on it, but I don't care to shop that much at Walmart either. Maybe, it is the cement only floors.
We've got a Walmart and Target right next to each other in a particular part of the city, both recently built. The Target store maybe in business a year longer. Walmart is always 3 to 4 times more crowded than Target. Target is a lot nicer store IMO.
It is a shame to lose someone with that much talent at the age of 50.
2013 LX 570 2016 LS 460
More like what was on them.
jmonroe
'15 Genesis V8 with Ultimate Package and '18 Legacy Limited 6 cyl
Obviously, a lot of people think like I do. Whenever I'm in Target, I always end up thinking "Why would I buy this high-priced crap when I can get perfectly good low-priced crap over at the Walmart three blocks from here?" I'm so used to buying my groceries at Walmart that going to an actual grocery store seems like an extravagance to me.
Then again, I only make $11 an hour, so what do I know?
On-topic, since that seems to be necessary around here: About half of that $11 ends up either going to gas for the car, or making car/insurance payments. I really should get a job closer to my house...or shouldn't have sprung for the '07......
2018 430i Gran Coupe
I was in the local Target the other day looking for posterboard in certain colors. I realized there was a sensation that I needed to take a deep breath and relax. Then I realized it was CLEAN, organized, neat, smelled right, and just made me feel better. I'd forgotten how nice Target is. Price isn't a factor much of the time. Walmart is closest by location; but I think I'll hit Target more. I was in Target in Murfreesboro TN in June and it was the same way as the local Targets.
The same difference in ambience occurs with dealerships also. The newest floor, the brightest windows, the salesmen all wearing white shirts from the dry cleaners and ties, etc., aren't the things that make it. But there's a feeling once you're in there and as pointed out the attitude of the personnel makes the difference.
2014 Malibu 2LT, 2015 Cruze 2LT,
Now NTB is back in the Big O tire locations. I haven't figured out who bought whom.
2014 Malibu 2LT, 2015 Cruze 2LT,
Now supply far exceeds demand, prices are down and selection is excellent. The trouble is...what constitutes new?
There are "new" 07s, "new" 08s and "new" 09s. Will the real "new" Vette please stand up.
First thing I do is establish price on 09 outfitted my way. Bare bones and automatic. $44k give or take a few hundred. Now comes the dilemma...how much less should an 08 be? Or an 07?
I'm thinking $5k to $8k per year under 09 since the dealer was too greedy to sell it when it was in fact NEW.
They seem to think $1 to $2k per year. With that kind of thinking I'd have to buy 2009 or wait till the dealers home is in foreclosure to get a correctly adjusted old "new" Corvette.
It amazes me how far these guys will go to try to make old profit new again.
I need a shirt that says "Just because I'm rich doesn't entitle you to share".
After all, what did you do for me when I was driving my 8 year old Mustang, paying off my mortgage and saving up for todays economy?
2013 Mustang GT, 2001 GMC Yukon Denali
Did you know that Wal-mart is proud that the color of their carpets matches the dirt from their customers shoes? Means they can vacuum less.
hmm...do you suppose we will see a new car color called "dirty car"? "you never have to run it through the car wash, perfect for your fleet applications!"... :sick:
Is trying to make a decent (or even a little) profit greed in your mind?
Maybe there should be a time limit on "new".
1 1/2 years, 2 years, 2 1/2 years?
Just sell the darn things for whatever the market will let dealers bear.
Rotate stock. Forget the 3 pounder.
If I remember correctly it was you that said market determines price. If your market is 3 buyers/day the price should be lowered to what sells.
What he has in the car is of no concern to the buyer.
Ziggy Zigglar....what do I do now?
Lions and Tigers and Bears Oh No.
2013 Mustang GT, 2001 GMC Yukon Denali
I'll add a slight addendum-- sometimes you should treat the customer how he or she wishes to be treated. Some folks want to be catered to, others want to be left alone. Some enjoy the haggle, others don't want to play any games. I think the best salespeople are the ones that can most quickly read and react to the individual customers.
As a Gen-Xer, I'm typically cynical and jaded, and am almost as turned off by people kissing my butt as I am by being ignored. I just want to develop some type of rapport and be given the idea that the salesperson sees me as individual rather than just a sale. I don't have any delusions that we are actually going to be friends or anything, just that he or she is listening and at least does a decent job of pretending to understand where I'm coming from.
"...More like what was on them..."
Boy, you're really into that manure fixation ain't ya. What was it, bad potty training experience? :P
Has any one read the article about confessions of an F&I guy here on Edmunds? What a hoot!
I couldn't stop laughing when the author tells how all the other F&I guys were ex-cons, bank robbers and porno stars. I wonder if Joel ever had some one try to strangle him like in the article?
By the way, where is Joel? Perhaps he's the author.
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
What a difference. Costco is where I do most of whatever shopping I'm going to do. Target is fine. I have to give myself a bit more time to figure it out. It's huge and we've only had it a couple of weeks.
If I was dying in the Wal Mart I'd ask someone to drag me out and bring me somewhere else.
But getting back to my story, I didn't find the sticky magnetic thingies which I was going to use as a temp gas cover. I did find the Eagles Farewell Tour I dvd that was recorded in Australia. Cheeaap! only 11 bucks. I had to splurge since I had seen quite a few clips from it and the band and additional musicians are tighter that a fish's butt. Great music and I'm not even an Eagles fan. I hear Joe Walsh drove a Masserati once that did 185 but he lost his license and now he don't drive.
Once we get back to the showroom and I give them a chance to change their drawers we wrap up the deal. :shades: