I see my messages are now being mysteriously "edited" before I even post them. Hmm...very interesting. I just typed a whole post for nothing. Literally. Nothing came out, not even GP's favorite pacman smiley. Interesting. :shades:
This is a test of the national broadcasting system. If this would have been a real emergency you would have been instructed to tune your car and get the flock out of Dodge! I repeat, this is only a test. The quick brown fox jumps over the lazy dog's back 1234567890 times.
I see my messages are now being mysteriously "edited" before I even post them.
No member messages are ever edited by the hosts so if there is some kind of problem we want to know about it. Drop me a line and tell me exactly what happened.
I remember once many many moons ago I was given hosts' privileges for one day. I had edited one of pocohontas' posts to prove a point. Needless to say she believed me after that but wasn't very happy with my editing skillz. :surprise:
Did I get all those apostrophes correct?
There's a good chance that mack may have stumbled on a trojan.
I’m with ‘boomchek’ about what you sell. I thought you BMW guys only dealt with BMW’s but it sounds like you work for a group that sells several brands, right? I hope you don’t think I’m prying into your biz but we gotta know more about you. :confuse:
I worked for an auto group for about 4 years that carried BMW, Porsche, Buick, Volvo, Jaguar and Land Rover. I was strictly BMW, starting out in sales and moving to CPO Manager before I left. It was great. Driving different BMW's every night, picking up customer's cars for service, making good money... Then, I decided I wanted to run my own business - actually an RV Sales and Service business. I always enjoyed camping, and my business partner (at the time) had the funds necessary to start one. So, I left my position with BMW (on very good terms) and scheduled a trip up north to decide what lines I was going to carry. Unfortunately, things went down hill from there. At the last minute, my partner got cold feet. We cancelled the trip and he strung me along for a few months. During that time, I had a chance to return to BMW. They told me I could come back to the same position, no questions asked. Also during this time, my partner actually paid me what I was used to making while at BMW. Finally, it was called off. Maybe it was pride and a little embarrasment mixed together, but I did not return to BMW. Instead my wife, three kids and I moved back to her hometown to be close to family and I began working at a Ford dealership. Currently I am in sales but will be moving to the F&I office soon. Maybe I should should change my name to Ford3434, but I bleed BMW. It is one of the finest cars on the planet and nobody will convince me otherwise. Sorry for the long post. Just wanted everyone to know a little about me. By the way, I had more credit rejects in the first month I was here with Ford than I did my entire time with BMW. Not really a shocker, though, huh?
They say that whatever you have on the 20th of the month you can count on doubling it by month's end.
That is so true... I have just worked two weeks straight and am taking Sunday off. Than I already know I'll be working two weeks straight again :shades:
21 cars pays $1750....+++, 25 cars pays $2000...+++
+++ means: CSI bonus, 1st place units, 1st place front end, 1st place back end, plus any CSI money from people who did not make CSI...
To keep up with Duke,
I am going deep Sea fishing on Sunday. we will be leaving the docks at 7:30am and coming back around 4:30pm... We motor out into the big ocean for about 3 hours than we drop line :shades:
"But back to car sales says I looking very stern indeed.
That reminds me when I was back in JR high I had to write on the chalk board 100 times "I will not lean back in my seat for the rest of year"... I am sure Rich had people do the same thing.
Last night around 8:30pm I take a up and start my consultation by asking what is important and what are you trading. The 22 year old kid is here with his girlfriend. Both dressed up like they are going out to a club. When I ask what are you trading he says I am not trading anything.
I think good... because he is telling he is driving a 2005 Chrysler 300 :sick:
I know he would be upside down in it so I am glad that is out of the way.
I start to ask him what is important and he tells me I don't know I just want to see the cars and go from there. He says I only have 10 minutes!!!
Ok... this is where I know things are going bad. I say Ok... enough with asking questions and I bring him right on the lot. He wants information on the 2009 Maxima... I bring him out side and explain that we don't have trim level available to show because they selling faster than we can get them.
He asks if he can drive one... Now I ussualy find out where people live when I do my cosultation but because if was in a rush I had to do everything on the fly.
I say to him yes you can drive one I just need to make a copy of your license. I than tell him my test drives take about 10 minutes because I include back roads and highway. You only have 5 minutes left from what you told me originaly. What do you want to do?
He hands me his license and says OK I have 15 minutes more but tha I have to go.
I look at his license and it states he lives in Florida... I ask did you just move up here? He says nope I am up here on Vacation visiting my girlfriend... :sick:
Now I know I am being stroked for sure. So I take him on the longest route I have in my test drive plans. WHen we were on the test drive I asked why he was in such a rush and he explianed to me that him and his girlfriend had dinner reservations. Thats why I put him on a extended test drive. Yes it made me feel a little better to make him late for his reservations. On the test drive he did drive aggressively but I was OK with it. When we got back I said thank you and good luck. No business card handed over.
You're probably familiar with Toyota's "Signature" program? Do some research on it & figure out how it was established. You may gain a little insight as to who you're fencing with.
Suggesting lot porters are somehow inferior & referring to others as "mental midgets". Funny you should ask me to define "professional". Those are 2 more examples of "unprofessional".
You're correct about that ~ people judge you by the way you speak & write. So far, you're batting 1.000.
Internet Sales? Yes, I know a thing or 2 about Internet Sales. Why do you ask?
Someone else pointed it out already, but ~ do you demonstrate airbags? Seatbelt pre-tensioners / force limiters? ABS? Crumple zones? You can educate a customer without having to drive around in circles.
(Is that better than donuts? I think perhaps you misread or didn't understand the intent of the word "donuts". Seems I've been dealing with a lot of that lately.)
He says nope I am up here on Vacation visiting my girlfriend...
I hate when a vacationer wants to joyride cars.
I'll be nice if they tell me upfront "Im on vacation and not buying anything, but I'd really like to try the Maxima (or whatever car), any way for a quick spin around the block?"
Instead of this "I only got 10 minutes blah blah". I would take my time, and tell him it would go over his 10 minute schedule, ask him "where do you live?" and if we can we set up a time to scehdule a good long test drive when you have more time, and today I can provide you with a brochure and the right info on the car?
You can educate a customer without having to drive around in circles
While I would probably like a demonstration like mac suggested, do it on one of the dealerships demo cars. I sure wouldn't like the fact that a car I was buying had been spun around and driven hard 6 or 7 times... much less once. There is a thing called proper break-in for the engine.
What's Toyota's "Signature" program?. You have a signature so sloppy nobody can read it... then you're promoted to management? :P
2020 Honda Accord EX-L, 2011 Hyundai Veracruz, 2010 Mercury Milan Premiere, 2007 Kia Optima
The 22 year old kid is here with his girlfriend...Now I know I am being stroked for sure
You should have put some moves on his chick. Use some of that wit and charm you sales dudes are famous for. He would have taken off faster than you can bat an eye. :P
2020 Honda Accord EX-L, 2011 Hyundai Veracruz, 2010 Mercury Milan Premiere, 2007 Kia Optima
Honestly, GP ~ Do you not understand that it's THIS kind of thing that gives car salespeople a bad name with consumers?
You start off by asking him about what he's trading. Really? That's how you greet your customers? You then immediately assume that because of what he's currently driving that he'd be upside down? Wow.
The customer tells you he's got time constraints, so you conclude you're "being stroked" and intentionally take him on a route that's going to make him late. You then admit that it makes you feel better to have done this. Incredible.
Does it ever occur to you that CUSTOMERS read these forums too? And when the customer goes into a Dealership, they're fully prepared to be greeted & treated precisely the way you're explaining?
And to think - as salespeople, we wonder why customers walk into a Dealership with their fists up. :lemon:
Heh ~ Toyota Signature is effectively a customer retention program. There are minimum requirements from the Manufacturer for a Dealership to participate in the program.
The customer had absolutely no intention of buying and wasn't even from the area. He was clearly "joyriding" and wasting GPs time. So.. in return GP wasted some of his. I'm not in car sales, but I certainly would have done the same thing.
2023 Mercedes EQE 350 4Matic / 2022 Ram 1500 Bighorn, Built to Serve
"+++ means: CSI bonus, 1st place units, 1st place front end, 1st place back end, plus any CSI money from people who did not make CSI... "
Wow, tell me more! You get others csi money? Sounds like you have a good pay plan. Any chance you might have a spot for a soon to be ex-Toyota salesman. :shades:
Our pay plan was "changed" last week. I have a copy and the only "change" I see is more money for the mgmt team and owners. Looks like they played their smoke and mirrors game again. They lowered the percentages on the commissions, upped the unit counts to make bonuses and and everything looks the same or worse to me. Oh, they did increase the commission on Yaris to $150.00 Whoo Hooo!
epgolfs... The questions we're asking are basic qualifying questions. Any good salesperson will ask them.
I ask them, maybe not at the front door (hi my name is boomchek, are you trading in your car today?) I sit my customers down, pull out a guest sheet, and ask them about what kind of car they want, what's important to them (like greenpea did), what they want in their next car, what they're trading in. It's all basics.
Obviously the stroker couldn't answer those questions because he had no intention of buying. he just wanted a joyride in a new Maxima. Now, to turn it around, would you want to buy a new Maxima that's been joy driven by a bunch of youngsters, who want to test out the handling for fun?
If you walk into a car lot, and a salesperson does not ask you these questions, you will think the salesperson is not interested in you, or what you are planning on buying.
Imagine this: Hi welcome to ABC motors, my name is, your name is, nice to meet you. Customer: I'm here to buy a car. Sales: Ok, let me know what you want to buy, and how you want to go about it, I'll be in my office waiting, have a nice day.
My Honda dealer always changed the pay plan for the better thay said. What happened is they put little money into one pocket, and took out a lot of money out of your other pocket. :mad:
Mnay guys I worked with all still there complaining, but won't do anything about it. It's hard to leave your comfort zone sometimes.
I am going deep Sea fishing on Sunday. we will be leaving the docks at 7:30am and coming back around 4:30pm... We motor out into the big ocean for about 3 hours than we drop line"
Great idea! You need to take some time for yourself and forget about the world at least for a day. Don't even think of what might be going on at the store. Enjoy you Sunday, catch lots of fish and most of all make sure you wear your life preserver and put on lots of sun protection. It gets pretty hot out there with the reflection of the sun on the sea. Believe me, I spent plenty an afternoon out at sea. Also, while you're in between catching and baiting take some pictures if you see any dolphins out there. They are one of the most wonderful mammals to watch when they come alongside your boat and do tricks for you.
Yep. I know what you mean. It really amazes me that this business still pays a minimum commission of $100.00 or less since the last 10 years I've been at it. Looking back I should have quit while I was ahead. :shades:
boom ~ yes, there's a time for qualifying questions, but it isn't standing on the lot while asking the customer if they're planning on trading the car they just pulled up in.
Every store's / organization's process is different, it just amazes me how far (some of) the car sales business HASN'T come in the last 20years. :surprise:
Sold 3 units last month to families on vacation. 2 from Canada, 1 from Maine. It happens regularly. Who WOULDN'T want to drive home in a new car?
Which is my point - if you're approaching every customer as a joyrider, you're going to have a tough time in this business. (And tee off many potential sales.)
Which is my point - if you're approaching every customer as a joyrider, you're going to have a tough time in this business. (And tee off many potential sales.)
You're right on that point. There's a fine line you have to draw somewhere. I would have denied a test drive and booted the guy, especially since he had dinner reservations, unless you really have nothing to do, and want to get away from the dealership.
if you're approaching every customer as a joyrider
of course you don't approach everyone that way... but if there was ever a clear case of one it was GPs customer. That is just my opinion. As for people buying cars on vacation, I guess I just learned something new. That would be the absolute last thing I would do on vacation.
2023 Mercedes EQE 350 4Matic / 2022 Ram 1500 Bighorn, Built to Serve
Well, I happen to be in an area of the country that's a "resort town", so I'd say 20% of the floor traffic we get is people from out of town and / or vacationers.
It may not be true in ALL areas, but again ~ I'm convinced that if you treat every customer as a potential sale, you'll close a lot more.
It's like thinking that when a customer says "I'm just looking" that you're wasting time. You ever count how many sales you end up with from conversations that start with "I'm just looking" or "I don't have much time"? Good Lord.
Tons, but some of this stuff was just too much for me to let go without commenting.
Had a young girl & her fiancee come in last month ~ was interested in a new Outback 2.5i Limited ~ a car with an MSRP of $31,160.
She had an '07 Excursion to trade & told us she already had numbers from a competing dealership. We were willing to sell the Outback at $1k over Invoice & had her trade at $8500 (We all know the market for SUV's right now..)
After getting her payoff ($13,500), she tells us that she was offered the following deal by our competitor:
$27,500 for the new car $14,500 trade value ( - payoff = $1000) Financing $28,500
Our numbers were $6000 apart & she got quite defensive about my saying that I didn't understand how the other Dealership could possibly come up with those numbers. She said that they'd even given her a copy of the Dealer Invoice & a worksheet on the trade value. I then asked her to SEE that paperwork, so I could compare the two sets of numbers & verify we were talking apples to apples.
At THAT point, she says that she "forgot it at home". (After telling me she'd just come from the OTHER dealership.)
I end up telling her that if the other place was willing to commit to those numbers that she was getting a FAR better deal than I was possibly able to do & she should get over there ASAP and buy at the other place. I apologized for not being able to do more & wish the 2 of them good luck in their upcoming nuptuals...
An hour later, she shows up with her Fiancee and HIS Mom & they end up buying my car at exactly the price we'd given her.
I intentionally try to AVOID the old "buyers are liars" mantra & handle each customer as they come, but customers tend to forget one very important thing: That we KNOW the numbers on these cars & that WE are the professionals. We go through this process dozens of times a month ~ they go through it a half-dozen times during their LIFETIME.
She's already been in for her first oil change, sent me a referral AND aced my survey.
You start off by asking him about what he's trading. Really?
Hmmm... well, he did say he asked what was important first. But, regardless, I would think trade is where MOST deals fall apart these days, do they not?
You then immediately assume that because of what he's currently driving that he'd be upside down? Wow.
As long as he didn't say anything aloud, I see no problem here. We can't help thinking/assuming sometimes.
they're fully prepared to be greeted & treated precisely the way you're explaining?
If the customer plans on wasting a salesperson's time while on vacation and only with 10 minutes to spare, then they SHOULD expect to be treated this way. Sure, I've done the "I'm on lunch break and just need to test drive real quick" thing, but I explain it (as this customer did) up front. And its certainly NOT at a dealership that I have no intention of buying from. I don't step foot on a dealer's lot unless I have a chance of buying from them.
'11 GMC Sierra 1500; '98 Alfa 156 2.0TS; '08 Maser QP; '67 Coronet R/T; '13 Fiat 500c; '20 S90 T6; '22 MB Sprinter 2500 4x4 diesel; '97 Suzuki R Wagon; '96 Opel Astra; '11 Mini Cooper S
None of the good ones I've ever known had to resort to schemes or ploys.
Well, I certainly don't know what you consider good. But I want to point out that even something simple like "that purple is hard to find cause its so popular and we just can't keep them in stock" or "we don't discount the 4-cyl manual tranny combo because its rare and desirable" are ploys. Even when I've run into folks with a whole stack of "salesperson of the month" plaques hanging up behind their desk, some variation of some sort of "ploy" will be used at some point in the discussion.
And do you mean to tell me you never steer a customer to discuss monthly payments rather than actual prices? Because that also is a scheme.
'11 GMC Sierra 1500; '98 Alfa 156 2.0TS; '08 Maser QP; '67 Coronet R/T; '13 Fiat 500c; '20 S90 T6; '22 MB Sprinter 2500 4x4 diesel; '97 Suzuki R Wagon; '96 Opel Astra; '11 Mini Cooper S
Guy walks onto our lot with a shopping cart. He's yelling from afar who wants an up? Who wants an up? He looks like a scruffy street guy.
He walks up to salesguy I was standing with outside, and says he knows the up system, because he's a retired sales manager. (I'm thinking is this what the future holds for me?).
He says he's looking for a car. He wants to trade in an Explorer Sport Trac (I thought more of trade in on his low mileage shopping cart). Wants to buy an older car.
He parks his shopping cart in customer parking, and says "before we start, I need to use your bathroom to change from my pants to my shorts", which he pulls out ouf his shopping cart.
He ends up goin for a drive, a ride actually as he had no driver's license on him, of course (the sales guy drives him no a nearby same make dealership) where it turns out he knows a lot of people. He ends up staying there. :confuse:
On the test drive he told our sales guy he's a doctor at a reserve, and that he can come and work fo him.
Why he even drove him I have no idea. He left the shopping cart here and we dumped it behind the store, as he's prolly not coming back.
Weird. We've been getting a lot of weirdos here last few days.
I never talk numbers until well after the car's been presented & they've driven the car they want to buy.
My negotiation is simple - The MSRP is on the car. If they'd like a discount, I ask them how close they're going to get to the MSRP. I can tell immediately whether we're even in the ballpark.
If we're even remotely close, we'll put a deal together. If the customer says "I just need a payment under $250", and we're looking at a $30,000 car, I'll grab a calculator & a piece of paper & do the basic math in black & white. At that point, they understand that they're either looking at a lease, $10000 down, or a completely different car.
The only time I'll steer a customer to a payment is on a special lease program. (If a monthly payment on a new car is all they're after.)
But it's a decision THEY make ~ not one *I've* made.
However, as you are well aware, not everyone who steps on the lot is a customer. I'm sure someone has a sales mantra like 'everyone can be a customer.' But it ain't true. That dude was NOT going to drive 2 cars back to Florida.
'11 GMC Sierra 1500; '98 Alfa 156 2.0TS; '08 Maser QP; '67 Coronet R/T; '13 Fiat 500c; '20 S90 T6; '22 MB Sprinter 2500 4x4 diesel; '97 Suzuki R Wagon; '96 Opel Astra; '11 Mini Cooper S
You should have put some moves on his chick. Use some of that wit and charm you sales dudes are famous for. He would have taken off faster than you can bat an eye.
to be honest she was making this enjoyable... while we were on the test drive I was making small talk as ussual. Now she is from Boston but 12 years younger than me so I know we don't hang out in the same circle of people. Now I know I am just spiining wheels with these people so instead of getting mad I had fun with it. we start talking about rock bands and etc. She just saw radio head to give you a idea of what she listens too. I am acting like I know eevery song they play. Than she says to me you look familar.... Now as I said I know we don't hang in the same town or anything... After she said I looked familar I paused and didn't say anything... Then I said maybe you recognize me from my movies in porn...LOL Anyway everyone laughed and like I said, she did make for something interesting to look at... with all respect any of the ladies in the room who may or may not be reading
Evidently, his store is not located in an autostrip on the ghetto side of town.
The location of the store determines which kinds of customers you end up dealing with, and your mindset about your job.
One of my stores is in a not so good part of town, the other in a posh zone. Same customer will haggle like crazy if visiting the store in the ghetto, but will pay top dollar when visiting the posh store. Good thing they don't know I own both the stores...... :shades:
Comments
:shades:
The quick brown fox jumps over the lazy dog's back 1234567890 times.
No member messages are ever edited by the hosts so if there is some kind of problem we want to know about it. Drop me a line and tell me exactly what happened.
tidester, host
SUVs and Smart Shopper
Did I get all those apostrophes correct?
There's a good chance that mack may have stumbled on a trojan.
I quit using those a long time ago. Even if I stumbled on one it's been so long I wouldn't know what to do anyway.
\ :shades:
"I want to get scrod!'
Reply from an educator:
"That's the first time "I've ever heard that request used in the past, pluperfect subjunctive."
Doug
Make sure you send him a Christmas card. You want him for life.
2019 Kia Soul+, 2015 Mustang GT, 2013 Ford F-150, 2000 Chrysler Sebring convertible
I hope you don’t think I’m prying into your biz but we gotta know more about you. :confuse:
I worked for an auto group for about 4 years that carried BMW, Porsche, Buick, Volvo, Jaguar and Land Rover. I was strictly BMW, starting out in sales and moving to CPO Manager before I left. It was great. Driving different BMW's every night, picking up customer's cars for service, making good money...
Then, I decided I wanted to run my own business - actually an RV Sales and Service business. I always enjoyed camping, and my business partner (at the time) had the funds necessary to start one.
So, I left my position with BMW (on very good terms) and scheduled a trip up north to decide what lines I was going to carry. Unfortunately, things went down hill from there.
At the last minute, my partner got cold feet. We cancelled the trip and he strung me along for a few months. During that time, I had a chance to return to BMW. They told me I could come back to the same position, no questions asked. Also during this time, my partner actually paid me what I was used to making while at BMW.
Finally, it was called off. Maybe it was pride and a little embarrasment mixed together, but I did not return to BMW.
Instead my wife, three kids and I moved back to her hometown to be close to family and I began working at a Ford dealership. Currently I am in sales but will be moving to the F&I office soon.
Maybe I should should change my name to Ford3434, but I bleed BMW. It is one of the finest cars on the planet and nobody will convince me otherwise.
Sorry for the long post. Just wanted everyone to know a little about me.
By the way, I had more credit rejects in the first month I was here with Ford than I did my entire time with BMW. Not really a shocker, though, huh?
To all the salesman who post on this board .. I wish you the best of luck in these trying times.
That is so true... I have just worked two weeks straight and am taking Sunday off. Than I already know I'll be working two weeks straight again :shades:
21 cars pays $1750....+++, 25 cars pays $2000...+++
+++ means: CSI bonus, 1st place units, 1st place front end, 1st place back end, plus any CSI money from people who did not make CSI...
To keep up with Duke,
I am going deep Sea fishing on Sunday. we will be leaving the docks at 7:30am and coming back around 4:30pm... We motor out into the big ocean for about 3 hours than we drop line :shades:
GP
That reminds me when I was back in JR high I had to write on the chalk board 100 times "I will not lean back in my seat for the rest of year"... I am sure Rich had people do the same thing.
GP
I think good... because he is telling he is driving a 2005 Chrysler 300 :sick:
I know he would be upside down in it so I am glad that is out of the way.
I start to ask him what is important and he tells me I don't know I just want to see the cars and go from there. He says I only have 10 minutes!!!
Ok... this is where I know things are going bad. I say Ok... enough with asking questions and I bring him right on the lot. He wants information on the 2009 Maxima... I bring him out side and explain that we don't have trim level available to show because they selling faster than we can get them.
He asks if he can drive one... Now I ussualy find out where people live when I do my cosultation but because if was in a rush I had to do everything on the fly.
I say to him yes you can drive one I just need to make a copy of your license. I than tell him my test drives take about 10 minutes because I include back roads and highway. You only have 5 minutes left from what you told me originaly. What do you want to do?
He hands me his license and says OK I have 15 minutes more but tha I have to go.
I look at his license and it states he lives in Florida... I ask did you just move up here? He says nope I am up here on Vacation visiting my girlfriend... :sick:
Now I know I am being stroked for sure. So I take him on the longest route I have in my test drive plans. WHen we were on the test drive I asked why he was in such a rush and he explianed to me that him and his girlfriend had dinner reservations. Thats why I put him on a extended test drive. Yes it made me feel a little better to make him late for his reservations. On the test drive he did drive aggressively but I was OK with it. When we got back I said thank you and good luck. No business card handed over.
GP
Suggesting lot porters are somehow inferior & referring to others as "mental midgets". Funny you should ask me to define "professional". Those are 2 more examples of "unprofessional".
You're correct about that ~ people judge you by the way you speak & write. So far, you're batting 1.000.
Internet Sales? Yes, I know a thing or 2 about Internet Sales.
Why do you ask?
Someone else pointed it out already, but ~ do you demonstrate airbags? Seatbelt pre-tensioners / force limiters? ABS? Crumple zones?
You can educate a customer without having to drive around in circles.
(Is that better than donuts? I think perhaps you misread or didn't understand the intent of the word "donuts". Seems I've been dealing with a lot of that lately.)
I hate when a vacationer wants to joyride cars.
I'll be nice if they tell me upfront "Im on vacation and not buying anything, but I'd really like to try the Maxima (or whatever car), any way for a quick spin around the block?"
Instead of this "I only got 10 minutes blah blah". I would take my time, and tell him it would go over his 10 minute schedule, ask him "where do you live?" and if we can we set up a time to scehdule a good long test drive when you have more time, and today I can provide you with a brochure and the right info on the car?
2016 Audi A7 3.0T S Line, 2021 Subaru WRX
And to keep it on topic, best of luck GP!
While I would probably like a demonstration like mac suggested, do it on one of the dealerships demo cars. I sure wouldn't like the fact that a car I was buying had been spun around and driven hard 6 or 7 times... much less once. There is a thing called proper break-in for the engine.
What's Toyota's "Signature" program?. You have a signature so sloppy nobody can read it... then you're promoted to management? :P
You should have put some moves on his chick. Use some of that wit and charm you sales dudes are famous for. He would have taken off faster than you can bat an eye. :P
You start off by asking him about what he's trading. Really? That's how you greet your customers? You then immediately assume that because of what he's currently driving that he'd be upside down? Wow.
The customer tells you he's got time constraints, so you conclude you're "being stroked" and intentionally take him on a route that's going to make him late. You then admit that it makes you feel better to have done this. Incredible.
Does it ever occur to you that CUSTOMERS read these forums too? And when the customer goes into a Dealership, they're fully prepared to be greeted & treated precisely the way you're explaining?
And to think - as salespeople, we wonder why customers walk into a Dealership with their fists up. :lemon:
2023 Mercedes EQE 350 4Matic / 2022 Ram 1500 Bighorn, Built to Serve
Wow, tell me more! You get others csi money? Sounds like you have a good pay plan. Any chance you might have a spot for a soon to be ex-Toyota salesman. :shades:
Our pay plan was "changed" last week. I have a copy and the only "change" I see is more money for the mgmt team and owners. Looks like they played their smoke and mirrors game again. They lowered the percentages on the commissions, upped the unit counts to make bonuses and and everything looks the same or worse to me. Oh, they did increase the commission on Yaris to $150.00 Whoo Hooo!
I ask them, maybe not at the front door (hi my name is boomchek, are you trading in your car today?)
I sit my customers down, pull out a guest sheet, and ask them about what kind of car they want, what's important to them (like greenpea did), what they want in their next car, what they're trading in. It's all basics.
Obviously the stroker couldn't answer those questions because he had no intention of buying. he just wanted a joyride in a new Maxima. Now, to turn it around, would you want to buy a new Maxima that's been joy driven by a bunch of youngsters, who want to test out the handling for fun?
If you walk into a car lot, and a salesperson does not ask you these questions, you will think the salesperson is not interested in you, or what you are planning on buying.
Imagine this:
Hi welcome to ABC motors, my name is, your name is, nice to meet you.
Customer: I'm here to buy a car.
Sales: Ok, let me know what you want to buy, and how you want to go about it, I'll be in my office waiting, have a nice day.
2016 Audi A7 3.0T S Line, 2021 Subaru WRX
Mnay guys I worked with all still there complaining, but won't do anything about it. It's hard to leave your comfort zone sometimes.
2016 Audi A7 3.0T S Line, 2021 Subaru WRX
Great idea! You need to take some time for yourself and forget about the world at least for a day. Don't even think of what might be going on at the store. Enjoy you Sunday, catch lots of fish and most of all make sure you wear your life preserver and put on lots of sun protection. It gets pretty hot out there with the reflection of the sun on the sea. Believe me, I spent plenty an afternoon out at sea. Also, while you're in between catching and baiting take some pictures if you see any dolphins out there. They are one of the most wonderful mammals to watch when they come alongside your boat and do tricks for you.
:shades:
Sure people vacationing always buy new cars. Please... the guy was joyriding.
2023 Mercedes EQE 350 4Matic / 2022 Ram 1500 Bighorn, Built to Serve
Every store's / organization's process is different, it just amazes me how far (some of) the car sales business HASN'T come in the last 20years. :surprise:
Which is my point - if you're approaching every customer as a joyrider, you're going to have a tough time in this business. (And tee off many potential sales.)
You're right on that point. There's a fine line you have to draw somewhere. I would have denied a test drive and booted the guy, especially since he had dinner reservations, unless you really have nothing to do, and want to get away from the dealership.
2016 Audi A7 3.0T S Line, 2021 Subaru WRX
of course you don't approach everyone that way... but if there was ever a clear case of one it was GPs customer. That is just my opinion. As for people buying cars on vacation, I guess I just learned something new. That would be the absolute last thing I would do on vacation.
2023 Mercedes EQE 350 4Matic / 2022 Ram 1500 Bighorn, Built to Serve
It may not be true in ALL areas, but again ~ I'm convinced that if you treat every customer as a potential sale, you'll close a lot more.
It's like thinking that when a customer says "I'm just looking" that you're wasting time. You ever count how many sales you end up with from conversations that start with "I'm just looking" or "I don't have much time"? Good Lord.
2016 Audi A7 3.0T S Line, 2021 Subaru WRX
Had a young girl & her fiancee come in last month ~ was interested in a new Outback 2.5i Limited ~ a car with an MSRP of $31,160.
She had an '07 Excursion to trade & told us she already had numbers from a competing dealership. We were willing to sell the Outback at $1k over Invoice & had her trade at $8500 (We all know the market for SUV's right now..)
After getting her payoff ($13,500), she tells us that she was offered the following deal by our competitor:
$27,500 for the new car
$14,500 trade value ( - payoff = $1000)
Financing $28,500
Our numbers were $6000 apart & she got quite defensive about my saying that I didn't understand how the other Dealership could possibly come up with those numbers. She said that they'd even given her a copy of the Dealer Invoice & a worksheet on the trade value. I then asked her to SEE that paperwork, so I could compare the two sets of numbers & verify we were talking apples to apples.
At THAT point, she says that she "forgot it at home". (After telling me she'd just come from the OTHER dealership.)
I end up telling her that if the other place was willing to commit to those numbers that she was getting a FAR better deal than I was possibly able to do & she should get over there ASAP and buy at the other place. I apologized for not being able to do more & wish the 2 of them good luck in their upcoming nuptuals...
An hour later, she shows up with her Fiancee and HIS Mom & they end up buying my car at exactly the price we'd given her.
I intentionally try to AVOID the old "buyers are liars" mantra & handle each customer as they come, but customers tend to forget one very important thing: That we KNOW the numbers on these cars & that WE are the professionals. We go through this process dozens of times a month ~ they go through it a half-dozen times during their LIFETIME.
She's already been in for her first oil change, sent me a referral AND aced my survey.
Well, hell, then there is nothing to complain about here. She tried a ploy and it failed. It is nothing that salespeople don't do.
'11 GMC Sierra 1500; '98 Alfa 156 2.0TS; '08 Maser QP; '67 Coronet R/T; '13 Fiat 500c; '20 S90 T6; '22 MB Sprinter 2500 4x4 diesel; '97 Suzuki R Wagon; '96 Opel Astra; '11 Mini Cooper S
Hmmm... well, he did say he asked what was important first. But, regardless, I would think trade is where MOST deals fall apart these days, do they not?
You then immediately assume that because of what he's currently driving that he'd be upside down? Wow.
As long as he didn't say anything aloud, I see no problem here. We can't help thinking/assuming sometimes.
they're fully prepared to be greeted & treated precisely the way you're explaining?
If the customer plans on wasting a salesperson's time while on vacation and only with 10 minutes to spare, then they SHOULD expect to be treated this way. Sure, I've done the "I'm on lunch break and just need to test drive real quick" thing, but I explain it (as this customer did) up front. And its certainly NOT at a dealership that I have no intention of buying from. I don't step foot on a dealer's lot unless I have a chance of buying from them.
'11 GMC Sierra 1500; '98 Alfa 156 2.0TS; '08 Maser QP; '67 Coronet R/T; '13 Fiat 500c; '20 S90 T6; '22 MB Sprinter 2500 4x4 diesel; '97 Suzuki R Wagon; '96 Opel Astra; '11 Mini Cooper S
2016 Audi A7 3.0T S Line, 2021 Subaru WRX
Neither do customers.
Well, I certainly don't know what you consider good. But I want to point out that even something simple like "that purple is hard to find cause its so popular and we just can't keep them in stock" or "we don't discount the 4-cyl manual tranny combo because its rare and desirable" are ploys. Even when I've run into folks with a whole stack of "salesperson of the month" plaques hanging up behind their desk, some variation of some sort of "ploy" will be used at some point in the discussion.
And do you mean to tell me you never steer a customer to discuss monthly payments rather than actual prices? Because that also is a scheme.
'11 GMC Sierra 1500; '98 Alfa 156 2.0TS; '08 Maser QP; '67 Coronet R/T; '13 Fiat 500c; '20 S90 T6; '22 MB Sprinter 2500 4x4 diesel; '97 Suzuki R Wagon; '96 Opel Astra; '11 Mini Cooper S
He walks up to salesguy I was standing with outside, and says he knows the up system, because he's a retired sales manager. (I'm thinking is this what the future holds for me?).
He says he's looking for a car. He wants to trade in an Explorer Sport Trac (I thought more of trade in on his low mileage shopping cart). Wants to buy an older car.
He parks his shopping cart in customer parking, and says "before we start, I need to use your bathroom to change from my pants to my shorts", which he pulls out ouf his shopping cart.
He ends up goin for a drive, a ride actually as he had no driver's license on him, of course (the sales guy drives him no a nearby same make dealership) where it turns out he knows a lot of people. He ends up staying there. :confuse:
On the test drive he told our sales guy he's a doctor at a reserve, and that he can come and work fo him.
Why he even drove him I have no idea. He left the shopping cart here and we dumped it behind the store, as he's prolly not coming back.
Weird. We've been getting a lot of weirdos here last few days.
2016 Audi A7 3.0T S Line, 2021 Subaru WRX
My negotiation is simple - The MSRP is on the car. If they'd like a discount, I ask them how close they're going to get to the MSRP. I can tell immediately whether we're even in the ballpark.
If we're even remotely close, we'll put a deal together. If the customer says "I just need a payment under $250", and we're looking at a $30,000 car, I'll grab a calculator & a piece of paper & do the basic math in black & white. At that point, they understand that they're either looking at a lease, $10000 down, or a completely different car.
The only time I'll steer a customer to a payment is on a special lease program. (If a monthly payment on a new car is all they're after.)
But it's a decision THEY make ~ not one *I've* made.
well, of course, and I'd be a customer, too.
However, as you are well aware, not everyone who steps on the lot is a customer. I'm sure someone has a sales mantra like 'everyone can be a customer.' But it ain't true. That dude was NOT going to drive 2 cars back to Florida.
'11 GMC Sierra 1500; '98 Alfa 156 2.0TS; '08 Maser QP; '67 Coronet R/T; '13 Fiat 500c; '20 S90 T6; '22 MB Sprinter 2500 4x4 diesel; '97 Suzuki R Wagon; '96 Opel Astra; '11 Mini Cooper S
to be honest she was making this enjoyable... while we were on the test drive I was making small talk as ussual. Now she is from Boston but 12 years younger than me so I know we don't hang out in the same circle of people. Now I know I am just spiining wheels with these people so instead of getting mad I had fun with it. we start talking about rock bands and etc. She just saw radio head to give you a idea of what she listens too. I am acting like I know eevery song they play. Than she says to me you look familar.... Now as I said I know we don't hang in the same town or anything... After she said I looked familar I paused and didn't say anything... Then I said maybe you recognize me from my movies in porn...LOL Anyway everyone laughed and like I said, she did make for something interesting to look at... with all respect any of the ladies in the room who may or may not be reading
GP
Isn't that an assumption as well???
For all I know, that up was Nissan's Senior Vice President, Sales and Marketing, Nissan North America, and the world is going to end tomorrow.
There are times when assumptions are required to be made, for good or for bad.
Agreed!!!!
But then, you have to use your experience to measure up the customer to maximize returns from your time and effort.
The location of the store determines which kinds of customers you end up dealing with, and your mindset about your job.
One of my stores is in a not so good part of town, the other in a posh zone.
Same customer will haggle like crazy if visiting the store in the ghetto, but will pay top dollar when visiting the posh store. Good thing they don't know I own both the stores......
:shades: