including the service manager, is lying to you. I got a status sheet every month and I kept it in my first drawer below my keyboard. I showed everyone I knew and anyone who asked.
I think more forethought should go into a statement like that, when you're giving a blanket statement that so many service managers would lie. Even if CSI was down, it only takes two or three consumers to get you there, but 10 to get you back up. Reasonable people would understand this.
"The only way" - that means everyone lies - I'm a former service manager, and I don't appreciate the unsolicited jab.
the monthly CSI results are skewed by the inherrent follishness of the CSI system, plus any influence brought onto the customer to give all 5's (i.e., free oil changes, etc.) Every service shop I was ever in I think had the ubiquitous sign to the effect: "If for any reason you can't rate our servive excellent please discuss the reason with our Service Manager before sending the form in."
I doubt you will learn much worth knowing about the dealership's service department from the CSI report.
Look for the trophys and awards from the mfr and JD Powers in the showroom and service areas. My dealer loves putting those on display to show how well they do in comparison to other dealerships.
If the last one you see is dated 1995, then that'll tell you something IMHO.
I agree in part alfox. When I closed the deal on my '03 Ody the last 15 minutes was with the salesman pleading for a 5. I almost felt sorry for the green pea.
However, on the service side, I have spoken to the service mgr a few times, and the scores must mean something, because I have always been able to get something resolved/compromised and times I felf something was wrong. So maybe the scores do work for the benefit of the consumer.
If a service manager doesn't know about a problem, he/she can't fix it. If someone pisses you off and you go off in a huff without addressing the issue, that's your fault. If you call the service manager later and the situation is resolved that's good customer service.
The servive manager, in that case, is hopefully preventing a bad survey by resolving all your problems before you get the survey - what's wrong with that?
CSI ratings matter, sure - but a pissed off customer telling everyone at his job's Christmas party how bad your service department is turns out much worse. The idea is to take care of the customer and good CSI results will follow.
As you and golic both point out, it does work to the customer's benefit. But it doesn't make the monthly CSI score accurate. That report tells you how well the SM was able to manage the problems, but it doesn't tell you how many problems there were.
i would be surprised if csi are indeed accurate. my dealer told me that if i brought it to the dealership we could "fill it out together", and by the way, they would give me a free tank of gas. i doubt the offer was just for the warm fuzzies...
problems there were in a given time. It is a tool to show how the dealer takes care of its customers - period.
No need to analyze it. If the problems were solved, what's the issue? Every business has a problem or two (or ten), but how the business reacts tells the real story.
Too many folks look to dissect this report for purposes other than what it was intended. CSI simply, and only, gives the manufacturer a strong idea of how it's handling its customers, so the manufacturer can either improve or deduct from the allocation and other benefits.
CSI= Customer SATISFACTION Index As Zueslewis states, it is intended to measure customer satisfaction. How many problems there are for management to solve is irrelevant to this number.
that all CSI "5" scores = a satisfied customer, I agree. To the extent that some of the 5's represent unhappy customers who's scores were bought with freebees, or otherwise coerced, then I disagree.
A customer who's car was returned to him late, and/or not properly fixed, and/or dirty or damaged, etc., and who had to return again to have his complaint addressed, and then was bought off with a couple free oil changes in exchange for all 5's on the CSI is not a "satisfied customer" to me.
...in your eyes they are not satisfied customers, but perhaps they feel that a couple of oil changes makes them satisfied customers. It's all perception.
...all my service receipts come with 2 bright neon stickers on them wrt "Tell us now if there is a problem" or "Tell us now if you don't think you can give all 5's". "Don't forget to enter our drawing for accessories if you bring your excellent survey in before mailing it".
I'm on good terms with some of the service advisors at the dealer. They really try hard at this dealership to earn the 5's. The problem is that some things are out of their control. I chuckle when the surveyor asks me to rate the fairness of the charges. You know most people feel that any repair cost is too much money no matter how much it is. Why should the service advisor get whacked because the labor rate is $75/hour?
But I get a phone call survey after every single visit and I know the importance of the 5's. I'm stay on their good side by giving them 5's and they take care of me on discounts meant for customers who bought there, goodwill and getting my car in and out very quickly.
While we gave our salesman and dealership high marks (they deserved it), we didn't give the highest marks possible for the vehicle itself. In our honest opinion, it's a good vehicle, not a great vehicle. There are things about it we would have liked changed, but for our needs, it's adequate.
Since we didn't give 5's across the board, will this hurt the dealership, even if its on a question they have no control over?
the dealer - only questions about courtesy, reactiveness and honesty effect the dealer on the sales side; service is effected by promptness, "fix it right the first time" and contact with you during repairs.
When I brought my vehicle in, I asked the service manager questions about child seat attachment devices provided on the vehicle. He couldn't answer the question and didn't offer to find an answer for me. I ended up doing internet research to determine if my vehicle was equipped with the LATCH system.
I just filled out a CSI survey last night for recent service. I gave the report all 5s because I was happy with the service. I did write in a comment noting what happened above. Will that affect the score the service department receives, or is it just based on the boxes I check.
Thanks for creating this board. I am an Internet Manager at a dealership. I'm wondering if everyone could provide me with a list of what information they are looking for when they submit a purchase request through various on-line companies such as Invoice Dealers, Cars Direct, etc. Number one being the most important.
I'd really appreciate it. My first priority is to provide accurate information in a timely fashion; I don't want to hold back anything, but I also don't want to get into bidding wars with other dealers.
Also, is excellent customer service a consideration to anyone? Meaning, is price all that matters, or would you pay a little more for better service, higher quality dealership?
Thank you so much for any information you have for me!
to me the service is a big factor. I will pay more if I know better treatment lies ahead. IMHO I would like to use the internet to send you my name, phone and what model trim I would like. In return I would like "the" price.
Never respond with give me a call or come in to discuss price Want to flatter me say here is the price and when/where can we deliver the car to you. That would be worth a little extra.
When I bought my car two years ago I sent out 5 emails to the local dealers and one a little farther who is know for quality service. That was the one who timely responded with a very good price. And that is who I bought from, even though some of the others called me to see if they could match or "beat".
To me it is not worth the hassle for a few hundred bucks. And treat me right and I will be a customer forever. I have not shopped insurance in 10 years, because I have never encountered a problem, esp during accidents or when something had to be signed the agent was at my home or office to get my signature.
I live off referrals and I give referrals whenever the opportunity arises. That is why service is key. I think people will pay for service.
You will never eliminate price shopping by the inconsiderate buyer who will go out of there way to save $50 buying a car and never ask f&I the interest rate or loan term, where really money can be lost.
But IMHO give people a reason to buy from you and price factor gets diminished.
We price at X-dollars over invoice (you can figure the the internet shopper knows what invoice is).
Note if there are any specials re: financing/rebates etc... that would further reduce or affect the cost and when the offers expire if applicable.
We charge x-dollars for doc fees - for whatever they may be in your location.
We have/don't have that exact model in stock.\
We have something close if you like (if you have it).
Finally, we will prepare the paperwork in advance per your preference and you may/may not be interested in our financing, warrantees etc.... just let us know your preference.
That, given the right number "over" invoice, on the right model would get me to your desk in a heartbeat.
You bring up really great points. I've been quoting prices because when I say, "certain percentage over invoice", people are confused and frustrated, and also think that I'm avoiding the topic of price.
What about test drives? Have most of you test driven the vehicle before, or need to schedule an appointment to test drive?
Golic, customer service is my number one priority. It's refreshing to know that someone else places a high value on excellent service.
Also, what kind of time frame is everyone working on?
Thank you so much in advance. Your advice is very valuable to me.
I assume you sell Mazdas by your handle. I do the net leads for my dealership (Toyota) I don't quote a price unless it's a specific trim level and options. You are going to get plenty of "Give me a price on a Mazda protege or (fill in the blank)." Doing the net leads is no different than working the floor. I've found the best way is to establish a relationship and build rapport. It's harder to do over the computer but a friendly e-mail and eagerness to serve will get you there. I've also noticed a trend on the customers I've sold thru the web. Most are taking anywhere from 2-3 months to buy. There's a few that do it in 72 hours but they are now the exception to the norm. Make sure you respond in 2 hours or less, better yet have your software set up for auto response and if you can upload your picture to it the better. That way when you have the unannounced customer show up at least they know what you look like and it's easier for them to find you. Good luck! It will be frustrating at times but can also be very rewarding. At least you don't have to be out on the lot on nights like tonight where here in my area the wind chill is around 19 degrees. : ) Mackabee
Thanks for the input. I've actually been selling vehicles via the net for three years now; I started our department. I think we need to give our customers exactly what they are asking for; many simply want a price before they test drive, which is difficult, for obvious reasons.
I see nothing wrong with providing exactly what someone wants; after all, it is winter, and many are choosing to stay indoors rather than brave the chilly lot!
I'm guessing, Mackabee, that you too, are in Minnesota?!
Anyway, thank you for your advice. I think in order to have a successful department, completely satisfied customers and high CSI, we need to be changing our processes continually.
(1) Response Time - I like Mack's idea of responding within 2 hours. Most people shopping on the net are doing so because they want quick info. No one wants to wait days just for a response, and if that response is canned ("give us a call, we'll beat anyone's price!") you will surely lose potential customers.
(2) Answer my questions - Do the best you can to answer all my questions. If you need me to be more specific, tell me what you want. While I agree is it unreasonable for a customer to demand a price on a Miata without being specific, it is equally unreasonable for the dealer to flat ignore what I'm asking.
(3) Be personal - I really like Mack's idea of including a pic and some kind of non-corporate note. The internet is cold and impersonal so including a response with some personality adds a human touch that will stand out from your competition.
(4) If you're quoting a price, make it complete - That means disclose all costs (doc fees, tax rate, dealer installed options, etc). If there's a fee that you cannot fully disclose for some reason, tell me about it so I will not be surprised when your F&I guy hits me with it.
Lots of people surf the net to kill time or satisfy some urge to know something immediately. It has nothing to do with them actually ready to buy a car. The net is full of strokers (I do it all the time, just not with cars) so your goal should be to turn strokers into buyers. The more pleasant & informative you can make that process the more sales you'll close.
I have to chime in here because we just recently had a very pleasant internet buying experience. We knew exactly what we wanted so I e-mailed several dealers in the area looking for the best price. Some replied with "give me a call" and others responded with an actual offer. I didn't bother with the ones who asked to be called. Why would one think that I wanted to call if I sent an e-mail? The one offer that we eventually chose was very upfront and straightforward. There was the price, sales tax, and tags. The e-mail quote included such phrases as "we don't play games", "no hidden charges", etc. The quote was the best price at which the dealership could offer and was the lowest of all the quotes that I received, so I took it (surprise). I didn't play one dealer's quote off any other dealer; I already knew what the market was like in our area for this particular vehicle. I wholeheartedly agree with bretfraz's point 4--be completely up front with all of the charges. No one enjoys being hit with a doc fee, prep charges, or processing fee after a price has already been agreed upon. I'll stop now.
I would guess that if I was requesting a quote I had determined that the car meets my needs. A test drive may be needed and an offer of one would be very nice to include in the message as long as all the other points the other folks here have raised are covered.
Trade-in's will also always confuse the on-line experience, but there has to be some mention of how to deal with that as well.
I totally agree with the folks here that a crisp, businesslike yet friendly response would be well received.
There will always be the "loosers" who are just playing games but hopefully you'll receive more real buyers who respond to a straight-forward approach.
There is always a deal out there that is fair to both sides, sometimes it's just harder to get to that point.
One day last week my internet guy was emailing back and forth with a customer...it took 7 emails and 6 hours to accomplish something that would have been wrapped up on the telephone in less than 10 minutes, that includes selling of the vin-etch, rust, dust and deer whistles, lol. Sometimes I don't get it.
Maybe the customer does not want to spend a lot of time on the phone. Whenever someone tells me that a "ten minute call will wrap up all the details" , I know that I am on the hook for at least an hour.
Usually when I return a call, the person is "out to lunch" or "with another customer or "too busy to talk" right now.
What I don't understand is that I can make a $1 million purchase of steel, components, and other materials for my business with an e-mail or two and have no problems. However, if I want to know the price of a vehicle costing less than $10k, I have to make a call and be put on hold. Well, wait a minute, no I don't ...
I had a guy tell me yesterday that he wasn't going to give me a phone number, he just wanted a price. Which part of autoby-TEL don't people understand.
When you fill out that pretty online form, sometimes your computer or a server somewhere will turn "2003 Camry LE, package I, no other options" into "2003 Camry"
Until I can decipher what kind of car you're looking for, I can't give a quote.
Once again, if you are smart enough to log onto this site, do research, and make an intelligent argument, you are already in the top 5% of the food chain when it comes to internet shoppers, the majority of the leads we get are simply time absorbers.
I would not expect or need a 2 hour response, but one within 24 hours or so would be fine. If I asked about the availability and price on a specific car with specific options, the best price response would be something like: "We can sell the Mazda Protoge ES with the options you've indicated for $16,100 (including delivery charges), which is $200 over invoice. Additional fees include taxes, registration and $50 document fees.
If you choose other options, we can sell a similar Protoge model for roughly the same amount over invoice, unless you want the Protoge5 model, which is in tighter supply and sells for about $700 over invoice."
Including your photo is a great idea, or a link to your dealer's website that shows your photo, perhaps. Indicate in the email that you would like a reply to set up an appointment to test drive the car and have it ready for delivery.
I definitely agree that an email saying to "give us a call" is worthless unless some price and availability information is provided. To me, an email without a price that tells me to call means I have to call and even when I call I still won't get a price. Which means I will have to drive to that dealer and I still won't get a price without haggling. Which is what I wanted to avoid in the first place.
C'mon, you sellers admit that someone using Edmunds and emailing a specific request represents the "top 5%" of the buying public. So, why treat that 5% like you do the other 95 % who walk in off the street?
our guy played this customers games and he was happy, no other dealer would... but I just think it funny....of course when the guy finally came in and pick up his car. He fit every stereotype of a computer geek who got his milk money stolen in school. haha
IsellH...I guess I'm like you, I prefer to buy things the old fashioned way, the easy way.
I am a computer geek. Program them for a living, and have been programming since I was young. However, for many items, I prefer to shop at brick and morter stores. Anything that has any "user interface" means that I want to see the interface. That includes cars, TV's, stereo's, cameras....
I tried buying cars on the internet...at least comparison shopping. However, I came to hate it because I found that many dealers use the internet as screemer adds.
In addition, many places just do not respond quickly. I prefer to call and speak to a human regarding availability. I make it clear that I have done my research, then make an appointment, and actually show up.
However, I need to see the car, feel the car and drive the car before buying.
so do I. I'd rather look at the person as we deal, and get a sense of how we are doing. But it does look like things are moving toward remote-control vehicle purchases.
If I think about the average run-of-the-mill car buyers I know personally (i.e., not enthusiasts - toaster buyers) they all seem to want cars to be reliable, confortable and attractive in that order. They want them to be total commodities that will carry them and their 1.8 kids over the river and through the woods without any interruption, and with minimal intrusion on their consciousness as they drive. I mean, they've got kids to entertain and calls to make - they don't have attention to pay to what's going on around them.
True, that's them and not us, but I think the majority of customers would be like that given the opportunity, and the Internet is giving them the opportunity.
Actually I'm in sunny Virginia Beach Virginia, but the weather around here changes by the hour. We just had a cold front go by the last couple of days. It dropped a mix or rain and snow which people around here are not used to so it's a lot of fun driving on the expressway. Today it's nice and sunny but wind gust of 25mph with a high of 42 degrees and wind chill of 31 degrees. Saturday it's supposed to be in the low 60's and Sunday back again to the low 40's. : ) Mackabee
The first vehicle I had to deal with a person "over the phone". It took approximately six calls over three days before I got all of the information together so that I could order the truck.
After that experience, I called the manager of the dealership and told him that all future purchases were to be made by e-mail or I would take my business elsewhere. The second vehicle took two e-mails before I placed the order.
I buy about ten vehicles a year for a fleet. It is one of my less critical functions and one that I do not enjoy. The last thing that I want to deal with is a salesman who is going to waste my time trying to sell me equipment that is not on my spec sheet or who is going to tie up my phone line.
If a dealership cannot deal with e-mails, there are a few others in the Chicagoland area who can.
if you're buying for any type of fleet, you should never contact just "any" salesman at a dealership.
I was a fleet manager for 2 of my 10 years in the car business. The fleet manager (sometimes the same person who handles credit union and internet sales) is equipped to look at your bid and see if he has a vehicle that fits. If not, it can be located or ordered.
Save yourself some trouble and make a couple of fleet manager contacts.
I enjoyed fleet sales and my customers were estactic that they could call or fax, I send a bid, they sak "OK" and I either deliver the vehicles(s) or they pick it/them up. No F&I involved, just sign the bill of sale and odometer statement and give me a check - see ya!
Check it out - it'll save a lot of trouble, and with full respect to the normal salesman, they can work on more profitable customers.
lx... auto... engine?? if mack is sellin a v6 lx auto for 18k i'll buy it! lol... j/k local screamer ads around the NW have been averaging about low to mid 17's. 4dr LX I4 auto.
I've been obsessing over a new-car purchase for a number of months now, and have contacted a couple of dealerships for test-drives, pricing, etc.
My problem right now is that I'm still upside-down on the loan on my current vehicle. Several websites (Edmunds, Nada) have stated that my car is worth $X for trade-in (my evaluation of my vehicle was pretty honest), but KBB and Galves state that it's worth about $3k less.
A dealer at the dealership stated that I would only get that lower number from them if I traded in, yet the salesman I was dealing with from the start there said that they would work with me to give me more for my trade-in than that.
Now I ask you: Does this mean that if they give me more for my trade-in, they'll:
1. raise the APR if I go with them for financing?
2. raise the price of the vehicle after I've been quoted something (100 over invoice) already?
3. What if I had intentions of getting financing somewhere else - how would they deal with that?
I'm not trying to get an unfair deal. However, because of this situation, I'd probably end up just not buying the car and keeping my vehicle for the next few years until it's paid off.
First, negotiate the selling price of the vehicle. forget the t/i for now. When that is done you should have o/t/d price in writing.
Now work on your trade-in. Clean up the car and take it to a CarMax or someplace similar. They usually give you a quote good for 7-days 100 miles. Compare this to what dealer offers you and make your decision. This should give you a good idea on what your car is worth.
Third, call your bank/c-union/on line line and get pre-approved rate and terms. Then you can compare this to what f&i offers and make your decision.
Remember the dealers sells cars and they "also" provide used car buying and financing services.
You sound like you have done your homework on the purchase price, now just do it for the other two pieces.
Chances are dealer will meet your t/i and apr, if not you now can say no thank you. Its all about having options!!!
Comments
I think more forethought should go into a statement like that, when you're giving a blanket statement that so many service managers would lie.
Even if CSI was down, it only takes two or three consumers to get you there, but 10 to get you back up. Reasonable people would understand this.
"The only way" - that means everyone lies - I'm a former service manager, and I don't appreciate the unsolicited jab.
I doubt you will learn much worth knowing about the dealership's service department from the CSI report.
If the last one you see is dated 1995, then that'll tell you something IMHO.
However, on the service side, I have spoken to the service mgr a few times, and the scores must mean something, because I have always been able to get something resolved/compromised and times I felf something was wrong. So maybe the scores do work for the benefit of the consumer.
I never go by JD Powers. I rely on first hand comments from other users, Consumer reports and boards like these on Edmunds to make a decision.
I usually put little emphasis on JD and Dealer 5 star ratings. IMHO
If a service manager doesn't know about a problem, he/she can't fix it. If someone pisses you off and you go off in a huff without addressing the issue, that's your fault. If you call the service manager later and the situation is resolved that's good customer service.
The servive manager, in that case, is hopefully preventing a bad survey by resolving all your problems before you get the survey - what's wrong with that?
CSI ratings matter, sure - but a pissed off customer telling everyone at his job's Christmas party how bad your service department is turns out much worse. The idea is to take care of the customer and good CSI results will follow.
I am not that smart and have been able to figure out most web-speak, but what is "IIRC"?
No need to analyze it. If the problems were solved, what's the issue? Every business has a problem or two (or ten), but how the business reacts tells the real story.
Too many folks look to dissect this report for purposes other than what it was intended. CSI simply, and only, gives the manufacturer a strong idea of how it's handling its customers, so the manufacturer can either improve or deduct from the allocation and other benefits.
As Zueslewis states, it is intended to measure customer satisfaction. How many problems there are for management to solve is irrelevant to this number.
A customer who's car was returned to him late, and/or not properly fixed, and/or dirty or damaged, etc., and who had to return again to have his complaint addressed, and then was bought off with a couple free oil changes in exchange for all 5's on the CSI is not a "satisfied customer" to me.
:-)
I'm on good terms with some of the service advisors at the dealer. They really try hard at this dealership to earn the 5's. The problem is that some things are out of their control. I chuckle when the surveyor asks me to rate the fairness of the charges. You know most people feel that any repair cost is too much money no matter how much it is. Why should the service advisor get whacked because the labor rate is $75/hour?
But I get a phone call survey after every single visit and I know the importance of the 5's. I'm stay on their good side by giving them 5's and they take care of me on discounts meant for customers who bought there, goodwill and getting my car in and out very quickly.
While we gave our salesman and dealership high marks (they deserved it), we didn't give the highest marks possible for the vehicle itself. In our honest opinion, it's a good vehicle, not a great vehicle. There are things about it we would have liked changed, but for our needs, it's adequate.
Since we didn't give 5's across the board, will this hurt the dealership, even if its on a question they have no control over?
Thanks,
Peeter
I just filled out a CSI survey last night for recent service. I gave the report all 5s because I was happy with the service. I did write in a comment noting what happened above. Will that affect the score the service department receives, or is it just based on the boxes I check.
I'd really appreciate it. My first priority is to provide accurate information in a timely fashion; I don't want to hold back anything, but I also don't want to get into bidding wars with other dealers.
Also, is excellent customer service a consideration to anyone? Meaning, is price all that matters, or would you pay a little more for better service, higher quality dealership?
Thank you so much for any information you have for me!
Never respond with give me a call or come in to discuss price Want to flatter me say here is the price and when/where can we deliver the car to you. That would be worth a little extra.
When I bought my car two years ago I sent out 5 emails to the local dealers and one a little farther who is know for quality service. That was the one who timely responded with a very good price. And that is who I bought from, even though some of the others called me to see if they could match or "beat".
To me it is not worth the hassle for a few hundred bucks. And treat me right and I will be a customer forever. I have not shopped insurance in 10 years, because I have never encountered a problem, esp during accidents or when something had to be signed the agent was at my home or office to get my signature.
I live off referrals and I give referrals whenever the opportunity arises. That is why service is key. I think people will pay for service.
You will never eliminate price shopping by the inconsiderate buyer who will go out of there way to save $50 buying a car and never ask f&I the interest rate or loan term, where really money can be lost.
But IMHO give people a reason to buy from you and price factor gets diminished.
We price at X-dollars over invoice (you can figure the the internet shopper knows what invoice is).
Note if there are any specials re: financing/rebates etc... that would further reduce or affect the cost and when the offers expire if applicable.
We charge x-dollars for doc fees - for whatever they may be in your location.
We have/don't have that exact model in stock.\
We have something close if you like (if you have it).
Finally, we will prepare the paperwork in advance per your preference and you may/may not be interested in our financing, warrantees etc.... just let us know your preference.
That, given the right number "over" invoice, on the right model would get me to your desk in a heartbeat.
Best of luck,
JR
What about test drives? Have most of you test driven the vehicle before, or need to schedule an appointment to test drive?
Golic, customer service is my number one priority. It's refreshing to know that someone else places a high value on excellent service.
Also, what kind of time frame is everyone working on?
Thank you so much in advance. Your advice is very valuable to me.
: )
Mackabee
I see nothing wrong with providing exactly what someone wants; after all, it is winter, and many are choosing to stay indoors rather than brave the chilly lot!
I'm guessing, Mackabee, that you too, are in Minnesota?!
Anyway, thank you for your advice. I think in order to have a successful department, completely satisfied customers and high CSI, we need to be changing our processes continually.
(2) Answer my questions - Do the best you can to answer all my questions. If you need me to be more specific, tell me what you want. While I agree is it unreasonable for a customer to demand a price on a Miata without being specific, it is equally unreasonable for the dealer to flat ignore what I'm asking.
(3) Be personal - I really like Mack's idea of including a pic and some kind of non-corporate note. The internet is cold and impersonal so including a response with some personality adds a human touch that will stand out from your competition.
(4) If you're quoting a price, make it complete - That means disclose all costs (doc fees, tax rate, dealer installed options, etc). If there's a fee that you cannot fully disclose for some reason, tell me about it so I will not be surprised when your F&I guy hits me with it.
Lots of people surf the net to kill time or satisfy some urge to know something immediately. It has nothing to do with them actually ready to buy a car. The net is full of strokers (I do it all the time, just not with cars) so your goal should be to turn strokers into buyers. The more pleasant & informative you can make that process the more sales you'll close.
Hope this helps. Good luck.
Trade-in's will also always confuse the on-line experience, but there has to be some mention of how to deal with that as well.
I totally agree with the folks here that a crisp, businesslike yet friendly response would be well received.
There will always be the "loosers" who are just playing games but hopefully you'll receive more real buyers who respond to a straight-forward approach.
There is always a deal out there that is fair to both sides, sometimes it's just harder to get to that point.
JR
Usually when I return a call, the person is "out to lunch" or "with another customer or "too busy to talk" right now.
What I don't understand is that I can make a $1 million purchase of steel, components, and other materials for my business with an e-mail or two and have no problems. However, if I want to know the price of a vehicle costing less than $10k, I have to make a call and be put on hold. Well, wait a minute, no I don't ...
When you fill out that pretty online form, sometimes your computer or a server somewhere will turn "2003 Camry LE, package I, no other options" into "2003 Camry"
Until I can decipher what kind of car you're looking for, I can't give a quote.
Once again, if you are smart enough to log onto this site, do research, and make an intelligent argument, you are already in the top 5% of the food chain when it comes to internet shoppers, the majority of the leads we get are simply time absorbers.
Ed
If you choose other options, we can sell a similar Protoge model for roughly the same amount over invoice, unless you want the Protoge5 model, which is in tighter supply and sells for about $700 over invoice."
Including your photo is a great idea, or a link to your dealer's website that shows your photo, perhaps. Indicate in the email that you would like a reply to set up an appointment to test drive the car and have it ready for delivery.
I definitely agree that an email saying to "give us a call" is worthless unless some price and availability information is provided. To me, an email without a price that tells me to call means I have to call and even when I call I still won't get a price. Which means I will have to drive to that dealer and I still won't get a price without haggling. Which is what I wanted to avoid in the first place.
C'mon, you sellers admit that someone using Edmunds and emailing a specific request represents the "top 5%" of the buying public. So, why treat that 5% like you do the other 95 % who walk in off the street?
the guy spent at least an hour with all his emails...
There is nothing quicker than a phone call to accomplish what this guy wanted to do.
But customers' preferences will win out over the long haul. Sellers Impose their own preferences over the customers' at their own risk.
Or they just want a number to go shop.
As a buyer, I'm more of an old fashioned pick up the phone or walk into the place kind of a guy.
I have better things to do then try to ferret through a bunch of non serious internet inquiries.
But..that's me.
IsellH...I guess I'm like you, I prefer to buy things the old fashioned way, the easy way.
I tried buying cars on the internet...at least comparison shopping. However, I came to hate it because I found that many dealers use the internet as screemer adds.
In addition, many places just do not respond quickly. I prefer to call and speak to a human regarding availability. I make it clear that I have done my research, then make an appointment, and actually show up.
However, I need to see the car, feel the car and drive the car before buying.
If I think about the average run-of-the-mill car buyers I know personally (i.e., not enthusiasts - toaster buyers) they all seem to want cars to be reliable, confortable and attractive in that order. They want them to be total commodities that will carry them and their 1.8 kids over the river and through the woods without any interruption, and with minimal intrusion on their consciousness as they drive. I mean, they've got kids to entertain and calls to make - they don't have attention to pay to what's going on around them.
True, that's them and not us, but I think the majority of customers would be like that given the opportunity, and the Internet is giving them the opportunity.
: )
Mackabee
: )
Mackabee
The first vehicle I had to deal with a person "over the phone". It took approximately six calls over three days before I got all of the information together so that I could order the truck.
After that experience, I called the manager of the dealership and told him that all future purchases were to be made by e-mail or I would take my business elsewhere. The second vehicle took two e-mails before I placed the order.
I buy about ten vehicles a year for a fleet. It is one of my less critical functions and one that I do not enjoy. The last thing that I want to deal with is a salesman who is going to waste my time trying to sell me equipment that is not on my spec sheet or who is going to tie up my phone line.
If a dealership cannot deal with e-mails, there are a few others in the Chicagoland area who can.
I was a fleet manager for 2 of my 10 years in the car business. The fleet manager (sometimes the same person who handles credit union and internet sales) is equipped to look at your bid and see if he has a vehicle that fits. If not, it can be located or ordered.
Save yourself some trouble and make a couple of fleet manager contacts.
I enjoyed fleet sales and my customers were estactic that they could call or fax, I send a bid, they sak "OK" and I either deliver the vehicles(s) or they pick it/them up. No F&I involved, just sign the bill of sale and odometer statement and give me a check - see ya!
Check it out - it'll save a lot of trouble, and with full respect to the normal salesman, they can work on more profitable customers.
if mack is sellin a v6 lx auto for 18k i'll buy it! lol...
j/k local screamer ads around the NW have been averaging about low to mid 17's. 4dr LX I4 auto.
I've been obsessing over a new-car purchase for a number of months now, and have contacted a couple of dealerships for test-drives, pricing, etc.
My problem right now is that I'm still upside-down on the loan on my current vehicle. Several websites (Edmunds, Nada) have stated that my car is worth $X for trade-in (my evaluation of my vehicle was pretty honest), but KBB and Galves state that it's worth about $3k less.
A dealer at the dealership stated that I would only get that lower number from them if I traded in, yet the salesman I was dealing with from the start there said that they would work with me to give me more for my trade-in than that.
Now I ask you: Does this mean that if they give me more for my trade-in, they'll:
1. raise the APR if I go with them for financing?
2. raise the price of the vehicle after I've been quoted something (100 over invoice) already?
3. What if I had intentions of getting financing somewhere else - how would they deal with that?
I'm not trying to get an unfair deal. However, because of this situation, I'd probably end up just not buying the car and keeping my vehicle for the next few years until it's paid off.
Comments and answers are MOST welcome.
Thanks!
Now work on your trade-in. Clean up the car and take it to a CarMax or someplace similar. They usually give you a quote good for 7-days 100 miles. Compare this to what dealer offers you and make your decision. This should give you a good idea on what your car is worth.
Third, call your bank/c-union/on line line and get pre-approved rate and terms. Then you can compare this to what f&i offers and make your decision.
Remember the dealers sells cars and they "also" provide used car buying and financing services.
You sound like you have done your homework on the purchase price, now just do it for the other two pieces.
Chances are dealer will meet your t/i and apr, if not you now can say no thank you. Its all about having options!!!