Stories from the Sales Frontlines

mikefm58

My pet peeve is smokers, nothing turns me off more than the smell of cigarette smoke, especially when I have to walk through a bunch of them to get in the front door.

atlvibe

Agreed, who wants to pass thru a noxious cloud of blue smoke in front of a building you want to enter. It's off subject, but I remember local employees used to smoke at visitor's entrance a few years back. I always found this to be amazing considering the building housed physicians who should have prevented this action.

xrunner2

My pet peeve is smokers, nothing turns me off more than the smell of cigarette smoke, especially when I have to walk through a bunch of them to get in the front door.

Within last couple years, went to a Lincoln/Mercury dealer with a relative to look at a new model Mercury. The whole showroom stunk from cigar smoke. What a turn-off.

jmonroe

...What a turn-off.

I'm guessing this means that you left. Please don't tell us you still bought there!

Ex-smoker, (we're the most intolerant of this than anybody)

jmonroe

mark156

Back in 2004, my Dad was looking to replace his '99 Buick LeSabre (he wrecked), I took him to look at new LeSabre's. As we drove up to the dealership, the salesman was smoking outside and just as we parked and started to walk up to the showroom, he tossed his cig out towards us at the parking lot. WHAT A TURN-OFF!! We went in and he tried to sell us but I just wasn't interested from the start. He smelled so strongly of cigarettes that it made me sick.

My parents have owned a ton of GM products but I just couldn't let my Dad do it this time.

I scoped out the Mercury Grand Marquis and found it to be $6,500 dollars cheaper than the same equivalent Buick. The Grand Marquis had a few more options so I talked my Dad into it and it has been a wonderful car (2004).

Why a salesman would be so obnoxious as to smoke in front of his customers is beyond me. If I had a dealership, there would be NO SMOKING!!! on the property!

That's just my opinion...others may disagree.

Mark

isellhondas

It's lousy management that would allow such a disgusting thing!

mikefm58

I think a lot depends on what part of the country you're in. I remember interviewing with a company in North Carolina about 10 yrs ago and they still allowed employees to smoke at their desk.

mac24

Ten years later they probably regard themselves as very PC because they make their employees stand outside the front door to smoke. Of course, potential customers just love having to push through an intimidating group of smokers to enter the showroom. It's such a positive addition to the whole car buying experience.

IMHO, car showrooms should smell of cars, preferably that nice new car smell. You certainly shouldn't be able to smell people, smoke or food.

jordanrobinson

I agree that management should take steps to control this sort of thing. But wouldn't it be nice if the salesment had the initiative to say "Hey, I bet my customer wouldn't appreciate this. I should go around the corner." Which is a catch 22 because then they may miss a customer. Funny thing is, in Washington state it's illeagal to smoke within 20 feet of the entrance to a public building. Unfortunatly a couple of the older guys here don't really seem to care. And neither do the local Policemen/Highway Patrolmen that drop off thier crown vics for service. At least the guys stay off to the side some... most of the time.

audia8q

If I had a dealership, there would be NO SMOKING!!! on the property!

I agree but its not so easy....A business in our area (not a dealer) tried it and ended up with a host of lawsuits from current employees...claiming violation of the americans with disabilities act,discrimination, blah blah. The company finally gave in when the legal bills started to add up. Some states are more agreeable than others on this issues. In my state the majority doesn't rule the one whiner/complainer is always the winner.

tsgeisel

For some reason, auto sales seems to attract a higher percentage of smokers than many other jobs, if my experiences when I was car-shopping was anything like typical.

I suspect part of it is that when much of your day is standing around outside and waiting for anybody to walk by, and you can't read, you can't listen to an ipod, you can't do much of anything else, smoking can help mask that - even making it look like you're just outside on a break, instead of inside, doing something important.

atlvibe

I went thru Carmax store about a month ago. I noticed that the customers are channeled thru a showroom like greeting area. Once there, a salesman instantly greets you and starts to extract information from you. IMO, it's kind of a better mouse trap. In order to see the inventory, you must see a person. The buyer comes to them instead of being chased down on the lot by a salesperson. I'll give Carmax credit on that particular strategy.

graphicguy

I think this is a regional thing. If you happen to live in or around Tobacco states (KY, TN, etc), it is accepted practice to smoke. West coast? Well, they are much more PC than most.

Personally, I like a good cigar every once in a while. I'm probably not nearly as sensitive to the issue. But, under no circumstances do I want anyone smoking in my car...especially during a sales presentation of a vehicle.

I won't smoke a cigar in a dealership, nor will I smoke one if people protest. It's a vice (as is sitting in my favorite chair with a Woodford Reserve, watching college football on a cool Saturday). I think professional decorum should rule whenever in doubt, however.

bigdveedubgirl

I partake in the disgusting habit of smoking, although a light smoker (1/4 pack a day) there is no excuse. I smoke on the side of the building in our designated smoking area out of plain sight of customers. I load up on gum and brush my teeth almost obsessively. It a destresser and a time killer. I have sold cars to customers that we have negotiated outside smoking a cigarette. Sometimes It has worked to my advantage. :shades:
As for enthusiasm and salespeople doing all the steps of the sale. Trust me, if you have a salesperson who takes shortcuts, you will be at the dealership for longer than you anticipated. I am not wrong about this. As for waiting for us to get the dealer tags and the such. It is what it is. I am not getting a ticket for the sake of enthusiasm, and I am not going to leave with out checking with my manager because I do not know if my customer I am going to drive is a serial killer. But those 2 tasks should only take about 45 seconds tops anyway.......

As for sunglasses, I ask the client before the drive if they mind if I wear them. A. I wear contacts and I am photosensitive, B. I want to minimized the crows feet. Sexy on men, Haggish on women.......

corvette

Personally, I like a good cigar every once in a while.

I tried one once and didn't like it...

I know people who smoke frequently and manage never to smell like smoke, and I've also encountered people who smoke frequently and have smelly clothes and breath that would make the Grinch turn another shade of green. The first one I can deal with, the second kind is quite unpleasant!

snakeweasel

Personally, I like a good cigar every once in a while.

So do I, It is one vice I do partake of. That being said I would welcome the chance to discuss a car purchase over a good cigar.

Now I want a cigar.

isellhondas

There is such a thing as a "good" cigar?

I've tried several times but have yet to find one that didn't gag me.

Now, Woodford Reserve? That is a different story.

But then I can't stand venison either and I don't care who shot it, what it's been eating, how aged it was etc...

jmonroe

Now I want a cigar.

Maybe you should go see a nice salesman and let him know what he has to do to put you in one of his top of the line models.

See if that works.

jmonroe

snakeweasel

Maybe you should go see a nice salesman ....

Ok, I'll go see Isell. I have a couple of really good cigars, we can have them as we discuss a car deal. :shades:

jmonroe

Ok, I'll go see Isell.

That's a good idea, then you can tell us how this guy really operates.

I don't know if I should be wishing you good luck or bad luck.

If we see you posting over at "Chronic Car Buyers Anonymous" we'll know what happened.

jmonroe

isellhondas

Maybe I'll like my next cigar and get hooked on them?

I'm glad I didn't like cigarettes either!

graphicguy

isell....bad (cheap) cigars have fillers. A good one is as smooth as a good merlot. I know people that have sipped my Woodford and I thought they were going to barf. I may have a cigar once or twice/week, or so (usually on weekends). Some of my cigar loving friends make fun of me, but I can only smoke about 1/2 of one at a time. That's about as much as I can take.

Back to Sales.....bigveedub...of all the female sales people I've had (all of two), they are more concerned with their appearance than any "male" sales people I've had. I mean that in a good way. In general, they've been more professional in their appearance and their actions (sorry Craig). I know I'm making generalizations, but it's just what I've observed. BTW....us males don't mind the crow's feet, as long as the eyes are sincere and the smile is genuine.

snakeweasel

Maybe I'll like my next cigar and get hooked on them?

Well next time you're in my neck of the woods I'll take you to a good place to enjoy a good cigar. A good cigar, unlike a cigarette, is smooth and mellow. And unlike a cigarette they are pure tobacco, no fillers or additives.

Now back to your regularly scheduled rants

black_tulip

Maybe I'll like my next cigar and get hooked on them?

I sincerely hope not. I have seen some cancers of the oral cavity caused by cigar/pipe smoking and when the surgeon has no option but to remove parts of the mouth or the tongue, it is not a pretty sight.

Kirstie_H

OK... don't get me wrong - nobody loves good tales of disfigurement & death more than I do, but let's see if we can return to some sales stories.

jipster

Now back to your regularly scheduled rants

Darn... I was hoping to learn more about cigars and cigarettes. But, one quick question before this discussion heads off into another tangent. What is a filler? Is that like soybean?

felke001

A question for the assembled sales force--(sorry to interrupt the discussion on the merits of tobacco--for the record, I think a nice cigar every now and then is a wonderful thing).

I am looking at purchasing a car out of state (VA) due to the lack of availability of an option that I want (AWD in this case) here in NC.

I assume that I would not have to pay VA sales tax but would have to pay NC sales when I register the car here?

Advice appreciated.

stickguy

with the caveat that each state is different ( I think CA might be the worst in this case), normally you pay sales tax when/where you register the car. The selling state doesn't get anything.

It works this way between NJ and PA (I live close to the border, so a lot of people cross the river to shop). If you are out of state, they give you a non-resident temp tag, and you are responsible for going to your state DMV to register it (after, of course, paying the tax).

kiawah

From NC, that is correct.

Have not personally done it, but looked into it heavily 6 months ago as was going to buy a Fitzmall car (Gaithersburg) and drive it back. Ended up, I found one locally.

bdc2020

That is correct. I'm in NC and bought a motorcycle out of state. You just pay sales tax when you go to register (on top of all the other fees).

-brian

jordanrobinson

I'm in the Eastern part of Washington state. I was just recently talking to a customer about trying to get thier payment lower and then I notice her trade-in has an Oregon licence plate. After some investigating it turns out she has a registered address in Oregon (that she still owns) and her driver's licence is there (Despite the fact she's living with her husband here in WA.) So that shaved off a good 900.00 tax plus the licencing fee ($50.00 I think) and made everyone happy.

Bordering on a state with no sales tax can be nifty sometimes I don't know if we're allowed to say (the rules when I signed up said no advertising of any sort..) but I notice a lot of sales people frequent here. I'm pretty new to the business (2.5 months) and I sell Ford/Mercury at a small dealership (4 salesmen including me.) If the moderator will allow it, it would be great to hear what the rest of you sell and how long you've been in the business. I get the feeling at least one of you sells Hondas

isellhondas

Yes, one of us does sell Hondas on the other side of the state from you.

You had better be careful. If a person shows ANY connection to the state of Washington, you MUST charge them sales tax! If WA shows up on their credit report, if they own property or live here they WILL pay sales tax!

Trust me, the state audits these things and they will take a VERY hard line if you get caught.

Nothing "nifty" about that!

Kirstie_H

It's OK to talk about what you sell and the general geographic area - we just balk at mentioning your dealership name or posting contact details. Thanks!

tsgeisel

In Las Vegas I was told that the dealerships are used to dealing with CA buyers, and will handle sending in the sales tax for you, along with dealing with the registration paperwork.

If they don't, I believe you have to pay the sales tax when you register the car.

The state gets its money, no matter what.

british_rover

So I have a story for you.

About a month ago I had a woman call looking for a Range Rover. She told me what colors and options she was looking for and I happend to have that very car in stock. I told her I would work out a price and call her back in about 30 minutes.

Sat down with my boss and worked out a price for her. Called her back went over the numbers with her which were fairly agressive and she seemed pleased with them. She agreed to come in Thursday evening to drive the car and work out the details.

Thursday morning I call her to confirm our appointment. I get her voicemail and leave a message. Thursday rolls by and by the time we closed she had never come in or returns my call. Friday morning I call to ask if she would like to set another appointment and make sure she is ok as I have actually had someone get in an accident on the way to the appointment. Again I get voicemail and leave another message.

She never returns my call and I throw her information into my dead file.

Fast forward to Tuesday evening and a guy calls and one of our other salesguides picks up. They start talking and our other salesguide figures out that the caller is looking for me.

He transfers the call to my desk and I pick up. It is the husband of the woman I spoke with earlier. Completly different then the woman, very rude and very short the entire time.

He asks me what kind of price I worked out for his wife and I track down the information in the dead file. He is unimpressed with the numbers and asks why we are not offering a larger discount. This is when I notice the date on the sheet I am working on. It is back before Land Rover added some marketing support to the Range Rover.

I explain what had happend and offer up the additional discount. He says that is still not enough and that he has been calling Land Rover dealers all over the new england and new york area. He claims that someone will sell him the exact Range Rover we have in stock for 70,000 dollars in change.

That just blows me away as it is thousands of dollars below what we will sell that car for. I tell him I will need to work on this and call him back later. I work out a new number and give up another few hundred dollars down to just over 74,000 dollars.

I call him back and tell him what we can do it for and he says he is not intrested. I ask him how many miles are on the Range Rover he is being quoted 70,000 and change for and he tell me it is a fresh car with no miles.

I basicly tell him that is impossible unless the car has miles on it and it is a demo. He says goodbye and hangs up.

Ok so now we go one more day ahead. Yesterday was my day off and the guy calls again and speaks to our Sales/General Manager. He says that he worked out a price with a salesman yesterday and wants to put a deposit down on a Range Rover.

The price he claims to be quoted was 70,200 dollars. My salesmanger asks which car he was quoted on and the guy tell him. The salesmanger replies that he must be mistaken and that he actually wants a different Range Rover with less equpipment as he cannot sell that Range Rover for that price.

Now the guy gets all huffy and puff starting to yell on the phone that we agreed to a price and then won't honor it. Now that he is getting all angry and yelling the salesmanager just says that he cannot help him wishes him a good night.

I get into work this morning and I get the whole story. I find it very funny as this guy is lying his [non-permissible content removed] off about everything basicly.

No one is going to sell a nearly 84,000 dollar Range Rover for just over 70,000 dollars.

I call the guy a little while later in the day to see if I can talk some sense into him. He tell me that he has already put a $10,000 deposit down on a car at another dealership.

Now my BS meter just went o 10 because no one puts down a 10,000 dollar deposit. Secondly he is claming they are going to sell him an instock car for 13,000 dollars off of MSRP and 12,100 dollars off of MSRP if they have to go locate a car.

Now the BS meter is past 10 as 13,000 dollars off of MSRP is a 400 dollar looser for that particular Range Rover before you put floor mats in the car(about 210 dollars), put gas in the car(about 80 dollars), detail the car(about 120 dollars) and then pay the salesman his Mini( 150 dollars tops).

So now they are losing 960 dollars on this deal??????

Why oh why would anyone make a deal like that for a car that they will never service as this guy only lives 15 minutes from our dealership.

I tell him to enjoy his new range rover and have a good day. I wouldn't be surprised if he calls back later in the week.

So now the car is a

snakeweasel

Trying to resist but can't....

He claims that someone will sell him the exact Range Rover we have in stock for 70,000 dollars in change.

$70,000 in change? What is he driving around? a dump truck full of loose change? Whose gonna count all of it?

If he calls again ask him why does he keep calling back if he already has a deal for less than you are offering him.

jmonroe

Now I can't resist.

...Whose gonna count all of it?...

Since I'm not doing anything for the rest of the day, tonight, tomorrow, the day after that and the day ....., soooo, if I get to keep the counters fee; I WILL.

jmonroe

british_rover

Hmhhh not sure what happend to the rest of the post anyway...

Was supposed to be...

So now the car is a nearly 1000 dollar loss and he is claming they are throwing in some free accessories. About 600 dollars worth of free accessories by my figuring.

Now it is a 1,500 dollar loss for a car that they will not get any service business from. Why do people lie to such an extant and think they can get away with it?

isellhondas

The kind of "customer" you don't need.

stickguy

sometimes they do. That, and they are morally bankrupt scum (not that I am being judgemental or anything..)

Actually, I think some people look at it as part of the car buying "game", which enough dealers still seem to want to play. Maybe he just looks at it as a negotiating technique, same as a dealer telling a customer a car is super rare, even though he knows that there are plenty available.

Besides, he probably figures that if you don't bite, he can always just take your offer and not have lost anything (you don't ask, you don't get).

And the final possibbility? maybe he did get that offer, either legit (other dealer for some reason is willing to take the loss), a lowball (sounds like he deserves it), or like Brit figures, it's a price on a demo or one with less equipment.

snakeweasel

And the final possibbility? maybe he did get that offer,

Somehow I doubt that. If he really did get that offer someplace else why keep coming back to BK and try to get it? If dealer 'A' gives me a deal and dealer 'B' can't meet or beat it I will got to dealer 'A' and not keep hounding dealer 'B'.

robr2

$70,000 in change? What is he driving around? a dump truck full of loose change? Whose gonna count all of it? ...and then they're gonna loose another 9% by taking the change to the Coin Star machine at Stop & Shop!!

nortsr1

He sure isn't useing the Bobst method.

isellhondas

No, he just wanted a number to go shop and now he has that!

british_rover

I was just browsing the inventory of the dealer where he claimed to have bought the Range Rover and they have the car he was looknig for in stock. He said several times that they might have to go locate the Range Rover he wanted. Again doesn't make sense if they have it in stock so another lie.

I will have to check back later on and see if that Range drops off their inventory list. If it does I have the VIN so I can check and see who bought it.

tsgeisel

How bad form is it call the dealership he claims to have talked to and ask about how legitimate the line he's feeding you is?

british_rover

Ehh I have done that before but only with the couple of dealerships where I have a good relationship with. Our GM is friends with the GMs at several dealerships and he will give one of them a heads up if someone from their market is working us hard feeding us a bunch of BS.

This particular dealership isn't the one where either of us has any friends so I am not going to do that.

graphicguy

BR....you know this as well as any of us. The deal ain't done until the guy shows up, pays his money and drives the car over the curb.

This guy is probably to embarassed to call you back, but my guess is he's in for a big surprise when he tries to buy that vehicle for the price he's stating.

stickguy

one reason to shop the price is Brit is close by. Lots of people get a price far from home, then want the local guy to beat it.

Or it isn't a real price.

sky23213

He claims that someone will sell him the exact Range Rover we have in stock for 70,000 dollars in change.

$70,000 in change? What is he driving around? a dump truck full of loose change? Whose gonna count all of it?

I believed BR meant "$70K 'n' change", i.e. "$70K and change". Which reminds me of "Git 'r duuun"