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Smart Shopper Stories from the Sales Frontlines
47325 messages, Last post on Nov 10, 2009 at 6:54 AM
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Replying to: theflush (Jul 24, 2006 10:29 am) |
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Replying to: cluedweasel (Jul 24, 2006 10:56 am) You showed great restraint in not strangling the good doctor. Maybe, you should have shown up at the golf course and gotten those golf balls back in mid swing. What percent of surveys come back 100%? I would think it very few unless you told the customer it was pass/fail. I remember our salesperson "asking" for a good survey. But, she never mentioned she needed a perfect score. Consequently I marked down on 2 or 3 areas where I thought improvement needed...would probably score a 90-94%. I would have given it to her had I known.
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Replying to: lemko (Jul 24, 2006 10:58 am) |
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I had a customer who I found a car in florida, shipped it here did all kinds of extra stuff, and I got a crappy csi because the front license plate holder. And that was a mini deal This stung just a little bit. A few years ago I was finally able to afford my dream car, and went shopping for it. I timed my buying so that I'd get a good deal on it (bought one of the last "old style" Maximas around), but the problem with this buying method is that the selection isn't the best(I will probably buy an '09 Maxima, right before the redesigned '10s hit the lots). Well, it just so happened that a local dealer had the exact combo of colors and options I wanted, so I did the deal. The only problem with the car is that it was a DX from Wisconsin (I'm in Michigan), so the car had 330 miles on it. That part didn't bother me, I wasn't buying a sports car. What DID bother me was that it had a front license plate holder, which the salesman assured me they would take off when I took delivery on Monday (it was a Saturday). Well, I show up Monday night, and the plate is still on there. I ask him what the deal was, and he says he wasn't able to get it into the body shop today, and if I wanted we could do the delivery the next day. Considering this was the car I'd been waiting for my whole life, of course I took delivery and figured I'd just take it off myself. I get it home, and do all the obsessive things I do with a new car. Read the manual cover-to-cover. Check that the tire pressure is spot-on what the in-car placard says it's supposed to be. Look at the engine, check all the fluids. Put the stereo presets in, and play some CDs. Put in my rubber "Maxima" floormats, special ordered from a place online (it was March in Michigan, after all). And lastly, take off the dang license plate holder. I was horrified to see that the holder was fastened by not one, but two giant screws. I take it off, and there are now two holes in my brand new bumper (I'm not sure if I thought the thing was held on by osmosis or what  ) So I call my salesdude the next day, and start talking crazy talk like getting a new bumper put on. I hear him smiling through his voice, and tells me to get over there. He had had the body shop paint-match two small plugs, which he then popped in the holes. It looks perfect. Yeah, he got a perfect CSI. However, veedubgirl, please do not underestimate the anal-retentiveness of people paying big money for a brand new car. 
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Replying to: bigdveedubgirl (Jul 24, 2006 11:29 am) The doctor story is a nightmare but not unheard of. That is the customer I was talking about but not even to that extreme. You showed WAY more patience than I would have with him. Like 9 1/2 hours more (^: Don't worry - that will all come back to him in one form or another. Bad things happen to bad people.
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Replying to: tsgeisel (Jul 24, 2006 10:49 am) I can usually tell within 5 minutes what I have - 15 years of Toyota sales not to brag but doing 25-30 vehicles per month helps. I also find that has gotten easier as people lives become more cluttered with work, family, interests and such they just don't have the time to stroke around yanking chains. They tend to lay it out there faster if you are asking the right questions. Plus I don't have the time to play the car game either. Maybe my approach has something to do with that?
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Replying to: toyotamover (Jul 24, 2006 12:19 pm) But this was in-store, limited promotional work. Aside from the commission aspect of it, it's a completely different animal. |
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Replying to: cluedweasel (Jul 24, 2006 10:56 am) I sure hope it did - I was very unhappy with the dealership I bought my last car at, and not so happy with the salesman I dealt with (and way less happy with others that I dealt with at an earlier time), and my survey reflected that - but only in an apporpriate manner. I like the idea that perhaps the dealership was hurt because of a poor CSI survey.
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Replying to: toyotamover (Jul 24, 2006 12:14 pm) That was down to my lack of experience at the time. I still had all the "customer is always right" stuff ringing in my ears from training. Also, my SM was one of those guys who believed in us making mistakes and learning from it. |
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Replying to: cluedweasel (Jul 24, 2006 10:56 am) BTW, what exactly classifies a sale a "mini"? |
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