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Stories from the Sales Frontlines
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To answer your first question ... Yes it is easy to tell someone they need repairs that are un needed.... I see many customers that go to a local place because it is cheaper and they spend money that is not needed.... Our store is big on integrity, so we have to make sure we hire technicians that know what they are doing. And we have to make sure the work gets dispatched out to technicians that are quallified to handle certain concerns... I had no idea what a vehicle needed when in sales... LOL But I a service writer has to trust his technicians. We always recommend work that is needed. If we don't and someone needed brakes or tires and they got into a accident after leaving our shop and we didn't tell them.... They can sue us.... So that is one of the reasons for upsells
Second question.... no the customers in sales are 10 times more easily for to "control" that is because I have more time with them. Service it is about ten minutes or less. lol.... I would say a service writer position is one of the most stressfull positions in the business... I actually like it.... but I am being told that they want to move me back to sales this month.... Which is where I want to to be so I can move up
third question... worst experience....... haha that is a tough one because everything is perfect where I work ,,,
Alright here is a example of the best and the worst service experience :shades:
so back in Febuary I had this young lady come in because her intelligent key is not allowing her drivers side door to open by pushing the button on the door handle out side. We look at it and replace the door actuator... everything working as designed yooung lady leaves... she sends a email thanking me and stating if I was ever in her area that she would like to take me out for drinks or coffee.... I say thank you and ok... People say stuff like that all the time.... Well two weeks later the same nice young lady comes back with the same problem and now she has a little attitude... i say no problem, and now I replace everything in the drivers side door that has to deal with the locking mechanism, I put about $600 to the store policy to try and keep the customer happy from not being able to correct it right the first time.... so she is in the waiting room and I am flirting with her a little... we replace every part and it is working now properly.... untill she goes out tothe car and tries it... the i-key does not open the door as it should. The i-key is only working intermitently... she leaves and calls me backthe next week and says she wants it fixed... I say OK and schedule her to come in close to the service departments closing time.... that way I fix her car than ask if I can take her out for dinner...
2013 LX 570 2016 LS 460
I could be wrong, but I doubt it with all respect.... Fisrt of all you are in a new truck, no urgency for getting a new one... the way it sounded was you were just driving through the lot stating what you want and don't want. Did you go into the dealership? It doesn't sound like it... Than you "lie" and say you will give him one "shot".... You said if he gives you the price you want you would buy. You than said that you would not use his price but "you would call other dealers" which is why I said you lied... which meant you were not buying or were you ever ready to buy. The salesman is not contacting you because you are not ready, and you want a from the sounds of it a vehcile that is not readily available. And you don't want to pay much.... With these factors involved you can push a sales man away.... i understand you don't see it but it is what it is.... I am not saying it is right just explaining the other side...
When you are single you always have to be thinking...keep one step ahead, you are learning well my son.
Was her remote starter put in by an independent garage? Are they responsible for fixing the BCM and ECM? Might be worth people knowing about that. I don't think BMW will install a remote starter, especially in a standard shift.
Let us know if you end up back in sales. I was always told, if you are not a professional (doctor, dentist, lawyer etc) then sales was the best chance to make the dollars.
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
We miss you being around GP to explain these things from the salesman's perspective. That was an interesting look at what would go on in the salesman's mind, and I can see how that would be.
Try to check in more often, but I understand you are busy these days with other priorities....like those damsels in distress that need some work done.......on their car.
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
Yes, most adult type movies don't attract enough people to last for any length of time. There are few movies these days that have a real story, with real characters, and a real plot. Thanks for trying.
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
Richard
My theory is that there is a maximum of about 5 or 6 good movies every year. I usually need about 3 or 4 recommendations before wasting 20 bucks and 2 hours of my time. Currently, Date Night is a bit silly, but will keep you from falling asleep. Probably a 5.5 out of 10. The Girl With the Dragon Tattoo and The Girl Who Played with Fire are great (9 out of 10 for both), but you have to have read the books, and not mind subtitles. Lots of thought and very clever.
Hate to sound like an old timer, but they don't make movies like they used to.
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
On Golden Pond and Dr. Zhivago along with Stand by Me would be the good movies I remember.
My wife and retired teacher friend often attend the off-price theaters showing movies coming back around or that are of less interest to the popular crowd.
2014 Malibu 2LT, 2015 Cruze 2LT,
Some of the tech I scratch my head on with my Acura. For example, it will adjust the A/C temp based on the position of the sun's position at a given time of day. Is that really needed? Not from my point of view. But, that's the kind of tech we're talking about with Acura.
Edmunds considers the stereo in the TL's tech package to be the best in the industry. I concur. It's an amazing rig.
The NAV system and voice recognition are some of the best I've used in any car.
The sports seats in the TL SH AWD model are the best I've ever sat in.
I appreciate all of that. Then again, I was one of the first people I know to dump the home land line in favor of using only a cell phone. Now, I hear of quite a few people who've dumped their land lines. I dumped mine 5 years ago, however.
Ultimately, it's about the performance. We all have different priorities in what we're looking for. What I like will not resonate with others.
With both a/c units running we never got ever anywhere near warm inside.
I felt bad for those people driving with the windows down. Their a/c must not have been working.
I know you like to buy things and bring them home, so if you decide to buy another wagon/suv type vehicle, a power open/close rear hatch would be a nice feature.
We're heading down in a few weeks with as yet an undetermined location.
Bianca gave me a good sales pitch for Nag's Head. I've got an inquiry in on a place there. Part of me would like to spend the week in Ocracoke but with young (almost 9) kids I think maybe near more things and guarded beaches might be good.
Stay tuned.
GG, that is a case of technology out of control. I guess if it can be done, someone will do it. But, I understand if technology is your life, you can appreciate it, and feel comfortable with it, and will embrace it.
I like technology, but don't want too much of it. Have you ever seen an old movie and they have about 50 people in a big business and they all have adding machines on their desk. Then there are about 80 people with typwriters on their desk. Today, you have one person to run the accounting program and the receptionist can do any memos on a computer.
A lot of things have changed for the good, and I marvel at some of the electronics in the car, but sometimes it was nice to just drive a basic car that just has the necessities...like that Optima.
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
My wife and i took a trip to Ocracoke.
We really liked it, but if you have kids you need to find a place with a/c and a pool.
While we were down there (Hatteras), I enjoyed doing what i call the 'triple dip' a few times.
ocean/pool/shower.
We stayed at Jekyll's Hideout. It was a big group.
No new car dealer's where we stayed.
Yes, the power rear hatch is definitely on my list, along with those rear parking sensors.
Richard
I've always felt that if a car company could come out with a simple, safe, basic car, with just a few niceties (like manual A/C, ABS, etc), the world is waiting for such a car. I'm thinking something like an updated VW Bug from the '60s. And no, the new Bug is too expensive to qualify.
I know some have tried. No one seems to want to play in that space much since there's little margin to be made.
But, thinking of young people who are in the market for their first car, I'd think a 30 MPG car that didn't suck (like a Yaris or SMART does) that sold for under $10K, would be a winner.
A few years ago, I was doing some work in Brazil. I had rented a Ford KA. It wasn't much bigger than a SMART. It drove reasonably well. It was relatively comfortable. It was put together well. And, it was good, simple transportation. I thought it would sell well in the U.S. Don't know why, but Ford never brought it here. With the general and widespread dislike of the SMART, maybe it's time for Ford to look at that possibility, again?
Maybe KIA's that company (shame that no U.S. based car maker would step to the plate). I see their ads for the KIA 4 door mini wagon type vehicle, and it looks like they're definitely going after that market. Don't know if it's a good car or not,though. I certainly see more of them on the road than I do SMART cars, however.
Steve, long-time reader, first-time poster.
They want profit on everything that passes through their store. Both ends of a trade.
Trade-in is a convenience to the buyer (saves you selling time/aggravation). But there is a price for that convenience. I trade every 2 to 3 years. I've paid a lot for the ease of doing the transaction. Was it worth it? Yes, in my opinion, since I still do it that way.
2013 Mustang GT, 2001 GMC Yukon Denali
Summer is the time for blockbusters and kid-friendly movies, by and large. Hard to find good character development in them - it's more about special effects and promotional tie-ins.
Thanks for joining in and letting me know. Usually the better movies that have some intelligence and good acting are not the big money makers for the studios.
When I am looking for a good DVD that one will be on my list, because there sure isn't a lot to choose from.
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
Haven't heard back to confirm but we're in on the Nag's Head place. This should be interesting.
There's a car dealership on the road into the Outer Banks, just to keep it on topic.
I had forgotten those days. I dropped my landline phone in 1998. I recall filling out bank paperwork for a loan, I guess it was, and listing my contact phone and my cell phone. Same number of course. The bank did not like that at all; they said I HAD to have a home phone number...no one only has cell phone. They thought I was trying to hide something...
25 NX 450h+ / 24 Sienna Plat AWD / 21 Boxster GTS 4.0
He drove a Chrysler 300 a little while ago, but he likes the heavier gauge metal and the feel of driving his Jetta more, and wouldn't trade even.
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
Compare bmw 3 series:
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
He's a former chief engineer for GE. He's now retired (early) and "double dips"....working for GE whenever he feels like it, and they love having him. When he retired about 10 years ago, he bought himself a brand new 'vette. He's really not a 'vette kind of guy. And, frugal is his middle name. However, that car was his one guilty pleasure. He never drives it, though. He has one separate garage, just for the 'vette. About 3K miles on the odo. I've tried to buy it from him several times. He says someday. So far, someday hasn't come.
Wished I would have listened to him, but he bought into the tech stocks 15 years ago, and sold out of them 3 years ago. As such, he bought in at their low point and sold at their peak, right before the tech bubble burst. He told me he had a "gut" feeling about the market. I disagreed with him.
Thanks for the comments tjc. I don't understand people wanting a sports sedan, that just doesn't have any sense of feel of the road. It sounds like the ES350 is like driving a Camry.......numb steering. I admit it is probably very reliable and economical to drive, but how about some "joie de vivre"?
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
Ultimate soccer Mom car....I like that. Our son in Laws RX300 Hybrid is almost a year old...I was in it yesterday. From a passenger perspective it is comfortable and hits any bumps rock solid. Perfectly quiet when it is in battery mode. Reminds me of a wind up toy when the battery is on. I can tell from the passenger seat that there is no real feel of the road. His wife has my old X3 and it is a much better handling car.....it is designed right! But, like your GE buddy, my SIL doesn't care about "feel of the road". He just wants reliable transportation so he can get to business meetings and run two companies. He is too busy talking on his Blackberry to care about handling.
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
(I assume that you're referring to the ES 350. "E350" designates an E-class Mercedes Benz.)
I don't know why you're comparing the ES 350 to the 3-series BMW. These are 2 entirely different cars that appeal to wholly different demographics. Does anyone actually cross-shop these 2? I rather doubt it.
I should know, because my wife's car is an ES 350, while I drive a BMW 330i - equipped the way God intended, with the sports package, high-performance tires & a stick shift. (I've never understood why anyone would buy an automatic 3-series.)
The Lexus is a nose-heavy front-drive boulevard cruiser that's happiest on the highway. It's a pleasant car to ride in but its numb steering takes all of the fun out of driving.
The BMW is an entirely different beast that's at its best on curves. Given the right roads, it's a vastly more entertaining car to drive than the Lexus. I don't think that this observation will surprise anyone.
Guess which car I prefer? Nonetheless, I will give the Lexus extra points for (a) the Mark Levinson sound system, which is better than any stereo that you're likely to find in a German car, perhaps because the Germans don't do a really good job with car stereos, & (b) really cold A/C. When we traveled to New England earlier this month during a heat wave, we decided at the last minute to take the Lexus because we wanted to stay cool. Temps over 90 seem to overwhelm the BMW's A/C, while the Lexus is comfortable with the inside temp set at 72 while it's 100+ outside. German A/C isn't as capable as U.S. & Japanese systems. At least, that's been my experience.
So I've gotta ask once again: why compare 2 cars that are so different in so many ways? What's the point? Wouldn't it be more interesting to compare a BMW 335i with, say, an Audi S4?
I compared the ES 350 because that is a car I would compare to a BMW 3 Series 328 if it was time for me to check out cars right now. I think the prices would be similar, and obviously a lot of people buy a Lexus so I think it would be worth comparing.
I think the Audi S4 would compete more with a BMW 335i. However, when we were looking the S4 was a lot more expensive than a 3 Series. It also depends I think on how important handling and performance are to someone. I suppose it depends on how important the sound system is and the air conditioner as well. Since I listen mostly to AM radio and we don't get too many days that are 90 degrees, I wouldn't put those items on my priority list.
I always considered trying a Lexus next time I was in the market, because I consider it to be about the same as a 328. An Audi A4 would be on my list too.
I was surprised though, that the interior wasn't quite what I expected. One neighbour had an Avalon and that had a nice interior, but it was very conservative, as in "Buick".
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
Richard
Richard
The 2 Lexus models most closely comparable to the BMW 3 are the IS 250 & IS 350. They're closer in size to the BMW & they're not FWD. (The IS 350 is RWD while the IS 250 is available with either RWD or AWD.) As a result, the handling characteristics should be a little closer to those of the BMW.
You can, in theory at least, buy an IS 250 with a manual transmission, although I've never seen one.
It's also worth noting that the 2 Lexus IS models were designed specifically to compete with the 3-series. Given this, I'm still a little surprised that anyone would think to compare a Lexus ES with a BMW 3.
I don't think anyone would call an ES350 a sports sedan. The ES350 and Camry share the shame platform and V6 engine so they do drive similarly. The ES is quieter and the interior materials are of a higher quality.
Toyota seems to do a good job overall with A/C. Both my Avalons and Solara were very, very good. Not like an old Ford with R12, but close.
Not sure if it's a BMW problem or just your BMW, but the VW's I've had handled hot temperatures w/o any problems. It gets over 100 in Sacramento (dry heat) quite a bit during the summer. I also had the Jetta when I lived in CT and it handled the hot and humid temperatures. :shades:
That's the car I'd cross-shop with a BMW 3 if I were in the market today.
Richard
If I was looking for a SUV it would definitely be on my list. I think I will want another hardtop convertible and the only one that works for me is the BMW.
I think the GLK is worth a try if you are in the market for a SUV type vehicle.
You don't have to buy it or even like it, but it would be interesting just to compare.
Besides, your wife would love it!
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
Interior of the 2011 Explorer XLT: How does this compare to the ES350 and BMW?Looks like the XLT has a bit of wood near the glove compartment. The stick looks like it is metal not wood. Has seats, a console and door panels.
Just having some fun! Don't take me too serious.
2017 MB E400 , 2015 MB GLK350, 2014 MB C250
2013 LX 570 2016 LS 460
2013 LX 570 2016 LS 460
I might be guilty of overgeneralizing. My car is over 9 years old, & a lot can happen in that time.
It was true years ago that German A/C was pretty anemic. I recall hearing about a Houston BMW dealer who, for an extra $2K, would pull the factory A/C units from newly arrived cars & replace them with GM systems. The German-made factory A/C just couldn't handle Texas heat & humidity.
Keep in mind that I'm going back more than 30 years.
A/C for cars didn't become popular in Germany until the mid-90s - 30 years after it caught on in the U.S.
I love it.
When I was taken around a GM AC compressor plant, they told us what vehicles their compressors were going into from that plant besides all GMs. I recall Volvo, Jaguar, and others I can't recall.
2014 Malibu 2LT, 2015 Cruze 2LT,