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Smart Shopper Stories from the Sales Frontlines
48010 messages, Last post on Nov 30, 2009 at 10:22 PM
You are in the Smart Shopper Forum. Your Hosts are kirstie_h & tidester
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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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Replying to: mac24 (Jul 22, 2006 7:25 am) Not a chance...We all get spoken to like that. I have seen worse in other shops. |
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Replying to: deserth8r (Jul 24, 2006 12:59 pm) There is normally an inverse relationship between the amount of time spent with a customer and the amount of money you make. Full list sales are normally pretty quick and painless but mini deals are almost always slow going and very painful. It really sucks when you sell a 45,000 dollar vehicle to someone and only get 75 dollars on it then they trash you on the survey so you don't even get any bonus money either. CSI scores are even more important for mose european makes as the CSI score is tied into the bonus money the dealership recives as a percentage of the vehicles invoices that are sold for the month. European brands typically don't have a holdback percentage like domestics and asian brands do. A bad CSI score means you don't get any money back from the manufacturer after a sale. Then you have land rover that not only ties that money into CSI scores they also tie it into audits that they do once a quarter. Get a bad enough audit score, some of which is entirely subjective to the individual auditor, and you will lose as much as a third of that money. |
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Replying to: tsgeisel (Jul 24, 2006 12:44 pm) "Wow. I had no idea the CSI survey affected so much. 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 appropriate manner. I like the idea that perhaps the dealership was hurt because of a poor CSI survey." |
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Replying to: british_rover (Jul 22, 2006 3:18 pm) Ouch! But consider this...Especially back home in Los Angeles. How many of these vehicles actually leave the pavement? The Rovers are clearly more prestigious and probably do a better job in the field but I sure love my Commanders. And there is a price point difference. The fact that we can't seem to sell any of them has them in the mid-$20,000s which is not a bad deal. There is one Rover tooling around Wichita these days. I admit to some envy when I see it.
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