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My Salesperson Misled Me
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Those traffic stations save me countless hours when I travel from DC to Boston. In CT I listen to New York traffic. If the GW Bridge is backed up, I take the Tapanzee Bridge. If the Garden State parkway is backed up, I take 287. If NJ turnpike is backed up, I cut through PA.
As a 12 year veteran, I'm pretty savvy but I sure don't know everything. As the Internet Manager I don't have to take any of the product tests (no spins either) and I probably should. I do pay attention and I try to keep up.
The salesperson either mixed up his models or he simply didn't know so he guessed. I never guess. If I don't know, I'll ask someone who does know.
And I agree with those who feel a lot of the responsibility falls to the buyer. What others (including myself)consider to be a trivial item of little use was a BIG deal to him.
He really should have checked further and asked for a demonstration.
And the manager's response certainly didn't help matters.
Are the sales people lucky to get a few brochurs to take home and read in their free time? Or do they get any manufacturers training aids?
I think the training depends on how long your life at a dealership is and the training cycle and available seats at the factory training center. Though I think most of it is done online. There is a wealth of information available for any salesperson on Edmunds alone. That is if they cared enough to learn about their products which I seriously doubt.
It is a rough profession and the rewards are there for people that take the time to learn the business and work it.
If you've ever bought cars before you should know the answer to your question. If you go to the salesperson for the answer....well who's to blame if you get the wrong answer eh?
One problem the auto sales environment has in stressing honesty with a customer is the concept of commissions. A sales person wants to make money (as do most of us ;-) ), and if offered opportunity to make a commission, will tend to offer a customer the product with the biggest commission even if the product is not a good match to the customer's needs.
The huge, rapidly expanding retail audio/video chain I work for (no names, sorry) has an opposite attitude and keeps all of us hourly. We're taught specifically to listen to customer needs, not oversell them, and make sure they will not have buyers remorse. In fact, 75% of our training has been focused on customer issues.
The difference this makes is that while we are still driven to make a sale, the emphasis is not on moving a specific PRODUCT, but on satisfying the CUSTOMER with the right product and services.
The intent is not to just make a one shot sale, but to keep the customer coming back for future upgrades and new products.
What automotive dealer franchises are customer centric? It seems Saturn is the closest (the one instance I mentioned earlier), but only on the sales side (its service is only a little better than anyone elses'). I've certainly never seen this customer centric attitude from any other brand or its dealers.
__If__ there are others, I'd appreciate hearing about them!
Unfortunately the turnover in car sales is high and managements attitude is afterall maximizing profit. That's where the problem lies. Short term results. If you look at the long term customer satisfaction gets you repeat business. Customer trust and value in your service virtually eliminates price. We all know that most people buying cars won't really remember what they paid after one month but will remember the buying experience well after the sale.
BTW, commissioned sales are where the big bucks are at whether working for IBM or a BHPH dealership.
Your average TV doesn't cost $25,000
There is no place like Edmunds where I can see what your cost on a 60" Samsung.
Most electronic stores don't lose money on the sales side.
Also, customer loyalty is really a thing of the past for mass market car dealerships.
customers have so many choices,and really feel no loyalty to any brand or dealer.
If you only sold Sony, and not Samsung, Vizio, Panasonic,etc you would realize this.
No matter what your customer is looking for,you have an opportunity to make a sale, that is not true in the car business.
The mass market dealers don't spend alot of money on training, because of the staff turnover.
In a high line store, you are already a good salesman, so the store takes more time to train you in the product. Plus, the lux car makers mandate more training than their mass market counterparts.
say you bust your butt, learn everything there is to know about each and every product your store sells, you are friendly, and help everyone, you always get great surveys (if they exist) from your customers, yet you are paid the same as the guy who knows just enough to get by, doesn't try all that hard, and isn't that great of an employee, yet does just enough to keep his job. Is it fair that you guys make the same amount of money?
I work at a pretty small dealership, and our turnover is fairly high, yet I am always at the top of the leaderboard (been here a year and a half), i had never sold for commission before here, but I had alot of training in customer service, and that is what I focus on. My survey score are almost always perfect, I am already getting repeat business, and get alot of referrals from my customers. I had one customer put a stack of my cards at the counter of her salon with a sign saying to come see me for the best car buying experience in town. I also started from day one learning everything I could about each and every car, so I could answer any question that came up. I don't sell high end either.
I never trust people that sell me things, I always confirm things on my own. Most of the time, because I am a bit of car (and electronics) geek, I fully expect to know more about the product than the salesman Cars are a major purchase, and unfortunately at a lot of lower end places, I don't think car sales are much higher up the totem pole than a McJob.
Thats funny. I have been compared to allot of things but never a guy flipping burgers? Where does your resentment for the Fast Food employee come from? Did they cheat you out of a Super Size for a quarter at some point?
I don't mind the comparison though, a good McDonald's employee is a hard working individual, just like a good sales person.
the totem pole than a McJob..."
Which totem pole is that, the snob totem pole?
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
Luckily, most car salespeople are not just "glorified key retrievers" and "brochure dispensers." And, just for the record, practically everyone of us is selling something or other and have varying levels of product knowledge. That includes people in all fields including automotive, medical, teaching, farming and janitorial services. However, I don't buy into unfair generalizations of either car salespeople or MacDonald's workers.
I suggest we avoid generalizations about groups.
tidester, host
SUVs and Smart Shopper
:shades:
That's a good sales technique. The buyer is somewhat painting themselves in a corner to buy given the car meets the consumers stated importance. Even if it doesn't, pull up the next one that will.
Yup I do that too. Another version of that technique is to use it against a competitors car. When a customer says they are looking at a competing vehicle instead of saying well this car doesn't have that or doesn't have this and just basically bashing the car which looks like sour grapes you ask the customer questions about the competitor's car.
You use your product knowledge of the competitor to only ask questions about features you know are weak. For example if you know the third row is tight or uncomfortable you ask the customer what they thought about it. Let them bash the car for you and if they say they liked the particular feature that you personally consider poor you have learned something important about the customer.
How can you sell anything that that does not meet the customers needs and wants? Even when I was selling technical applications in the corporate world, I had to find out what was important to them. It is not about backing them into a corner, it is about filling a need. That is how you get repeat and referrals to be the majority of your sales.
Yeah, but if you are selling thermal blankets you just might have a deal
Some salesmen have been known to do that haven't they?
Getting a customer to buy when they are hesitant to do so,that's part of being a good salesman. If I'm buying, the last thing I would want to do is give a salesman all the ammunition to have the upper hand in negotiation. i.e He has already gotten me to verbalize how fantastic the car is, it has all of my needs and wants and it is better than the competitors vehicle I looked at.
If a salesman asked me for my "wants" in a vehicle, I would say I'm looking at a Toyota Camry LE... and leave it at that. I'm not going to hand deliver the sale for him, for listing every single thing I want in a car. But, as I stated earlier, it is a good strategy for the salesman.
Oh, and I did not say the salesman was backing the customer in a corner, I stated the customer may be backing themselves into a corner to buy.
It sounds like you do not want a professional sales person who can actually impart knowledge to your research and decision making, you want an order taker. You won't find order takers on this forum.
LOL... if I told you to order me your most expensive Range Rover with all the adds ons you wouldn't do it? Didn't think so.
I think you're being a little to sensitive
and defensive in reguards to what I have written, and taking what I have written out of context. That is when you are negotiating over big $$$ items, you don't show all of the cards you're holding before the wagering begins.
Most of the people that frequent these forums are very well educated and informed when they go out to buy a car. So, for a lot of them all they are looking for are "order takers" ... someone who will give them the best price with good service, without a lot of gab or games.
If a sales person wants to impart some knowledge, I'm certainly willing to listen.
Not at all. Most people who know me find me so laid back and mellow... they think I'm either dead or in a coma.
I'm probably like most of your customers... knowledgabe and friendly. If I ran into an "adversarial" salesman I would probably walk... never have though. But, my method of car purchase and negotiation has worked well for me, so I'll stick to it.
Great discussion on the role of sales personnel. Makes me wonder how do you handle selling a car that may be a little bit inferior to the competition? (Of course this is hypothetical since you all sell the BEST).
Let's say your model is at the end of it's product life cycle and the competition has just come out with the latest whizz-bang cracker jack car ever seen. Do you confess that your product is not quite up to Brand X?
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
Which came first? the chicken or the egg?
The car sales industry has earned it reputation and not overnight mind you.
Life is a two way street with the buyers holding the money. I have left dealerships for various reasons and not once was it because I couldn't get invoice on a vehicle.
Let's see once was because the salesman in his enthusiasm to show me how a vehicle performed took it up to 90 in a residential area on a test drive. Another would talk and talk and eventually talked himself out of a sale. Another wouldn't give me a price unless I filled a credit app. Another because he brought in the ASM to help him close and as I left told him I wouldv'e bought but your manager pushed all the wrong buttons.
But I digress and now when interested in purchasing a particular vehicle ask around first if anyone knows someone at that dealership so when I walk in I don't have to deal with the guy smoking his cigarette, with the white shirt, red tie, salvatorre ferragamo shoes and the diamond pinky ring waiting for ups.
Guess the industry has made it what it is and we have to play the cards we are dealt eh?
\ Mack
If you told me you wanted a Camry Le I would still ask you these questions so that I don't start showing you a Camry LE with alloys, moonroof, JBL/bluetooth, etc. You could give a rats [non-permissible content removed] about alloy wheels and moonroof. I also offer a switch. No, not switch and bait. It goes like this: "Jipster, before we look at the Camry would you consider a Corolla LE? Same features as the LE but 4 to 5k less, 80 to 100 dollars per month." if Jipster says "No, I want the Camry LE." then I show him an LE and when he starts to weasel out of the deal because he can't afford the Camry then I'll bring up the Corolla. He will be more open to looking at the Corolla now and saves face at the same time. If OTOH I wouldn't have offered the Corolla at the beginning he would leave without buying the Camry to save face. More sales training later..got to go to work..
Mackabee
Surely, you don't mean that! Think about it in terms of other professions.
Is it the doctor's job to sell you a cure by any means available to him - even if he resorts to fabricating a diagnosis?
Is it the agent's job to sell you an overpriced fire insurance policy by any means available to him - even if he resorts to committing arson in your neighborhood as a way of convincing you that you need said insurance?
Is it the merchant's job to sell you an antique cabinet by any means available to him - even if his cousin in the next county slapped it together from odds and ends just last weekend?
I would suggest that anyone in such dire need of selling their respective products should seriously consider finding another line of work.
You really need to be careful with words like "any" and "all" especially when, in fact, very few in any field are ethically challenged. "Any means available to him" implies that there are no legal or ethical bounds. The "everyone does it" brushoff doesn't hold water and when someone does it they should be called on it.
Perhaps we should consider a separate "My automotive customer misled me!" discussion in addition to this one?
tidester, host
SUVs and Smart Shopper
Since you put it that way, yes, it is waste of time to denigrate a whole occupation with vitriolic blather particularly when you are long on invectives but woefully short on specifics.
The designated topic is "My Salesperson Misled Me." If you have been misled by a saleperson then feel free to provide details. We only ask that you do it in a civil manner and avoid gross generalizations.
tidester, host
SUVs and Smart Shopper
Tidester, when did you go into the car sales business? Can you cut me a deal on a new G37? Of course, you know I won't pay a penny more than $2K under invoice.
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
Not a problem! For your convenience and protection I have included the mop 'n glow, windshield etching and rustproofing options to your sales agreement along with the extended warranty, loan guarantee service and 60% discount for your trade-in. All of that in one convenient and affordable package. :shades:
And, just because it's you, I'll toss in a coupon for one free order of french fries at Hardee's.
tidester, host
SUVs and Smart Shopper
Amen, what a blessing you are to your customers. I need to find a salesman where I live who has that sense. I get a chuckle out of the "SIX POINT" walkaround when I'm out tire kicking. Quiz Time: How valuable is information that is of no value to your customer? (I'll let you answer)
I'll do some of my favorites:
#1
Salesman: "This car is great it's bluetooth compatible and has a direct iPod connection."
Me: "I don't have an iPod or a bluetooth cellphone."
Better Salesman: "Do you have an iPod?"; Me: "Nope."; Salesman: "Well if you ever do you can connect it directly to the radio."
#2
Salesman: "This trunk will fit 4 golf bags."
I'm thinking: "I hate golf, I mean, damn I really hate golf and everything it stands for."
Better Salesman: "Do you golf?"; Me: "Nope."; Salesman: "You carry lots of stuff in the car?"; Me: "Yea, I don't own a truck so sometimes I do."
It's not rocket science, it's having the patience to ask some questions and not waste their time on stuff that doesn't matter. Heck you might even sell them something they weren't going for initially that better fits their needs. Guarantee those customers will be back for more, oh, and you won't make an [non-permissible content removed] out of yourself.
Mack is right though, (did I really just say that?) if you ask the right questions and LISTEN to how the customer responds they will tell you how they want to buy a car.
I didn't say they were. I said there were "some" that mis-lead and lie... same as with some customers.
When I made my deal on my new 04' MPV, I gave my salesman several attempts to make the sale. When he met my number I bought... there was no need to shop or try to get a few more dollars.
If you told me you wanted a Camry Le I would still ask you these questions so that I don't start showing you a Camry LE with alloys, moonroof, JBL/bluetooth, etc.
Well, you got me on a technicality on that one. If it were me specifically I would be able to tell you exactly what I wanted... not just saying I wanted a Camry LE, but options and color preferences.
The asking if I would consider a Corolla instead of a Camry is a pretty good strategy to let the consumer save face, though I think a few customers may get a bit perturbed that you may be insinuating they are to poor or cheap to afford a Camry???
The point I was "trying" to make is that as a consumer I don't think it wise to let the salesman know that this car is everything you ever wanted in a vehicle. When you get to the negotiation table you're probably going to be looking at a salesman who has a little bit more leverage in getting a higher price.