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Smart Shopper Stories from the Sales Frontlines
47956 messages, Last post on Nov 28, 2009 at 9:03 PM
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I think it's unfortunate the the survey scores are so all-or-nothing. I know that surveys are that way, so I tend to always score them 100% unless I have a real problem, but it basically means that customers are in a bind, unable to give meaningful feedback unless they're really pissed off. On my last car purchase, I had a fine time with the salesman but I had some issues with the finance guy. I gave the salesman all perfect scores, but not the finance guy. I hope that I didn't hurt the salesman with my scores on the financing portion. (Any idea whether I might have? This was a Honda dealership.)
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Replying to: michaell (Jul 24, 2006 1:27 pm) You're right, it is. It's a blunt tool disguised as a fine instrument that the manufacturer uses to beat the dealer with. I would find it very frustrating to have my renumeration controlled by such a device. The worst part is that a salesman who may have been the very epitome of honesty and truthfulness throughout the transaction, then has to ask the customer to lie on their behalf when filling out the survey, which leaves a bad taste for customer and salesman alike. |
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| In my past experience, it's been the F&I guys that try to slip something in to the paperwork. "Oh gee, how'd that get there, I'm sorry." I've had to mark down my responses simply because the F&I guy tried to pull something, even though the sales person was excellent. | |
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Replying to: tamaraster (Jul 24, 2006 1:32 pm) |
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Replying to: deserth8r (Jul 24, 2006 12:59 pm) At my store, our basic commission was 18% of profit on the vehicle (near enough. There were other factors) or $250, whichever was more. The "mini" refers to the minimum commission. My volume bonus for that month would have taken me from 18% for each sale up to 26%. |
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It looks to me that CSI suffers same problems as grades in our schools - suddenly everybody is "excellent", "exceptional", "above and beyond", otherwise their livelihood is in danger. No more "satisfactory", "OK", or even "good". I remember once seing a VW service department with customer notice that every grade other than perfect is considered a failure by the mfr. That is really stupid. I love giving good grades, but I'm not likely to give perfect 10/10 in all categories. I may give most 10s, some 9s and some 8s. Like to differentiate between say manners of the guy/gal (say loved them) and the price he/she gave me (it was allright, but nothing to scream about). Is that bad?
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Replying to: dino001 (Jul 24, 2006 2:24 pm)
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Replying to: tamaraster (Jul 24, 2006 9:58 am) The largest aftermarket warranty company in the US will NOT sell a warranty on one for ANY price. They used to but no matter how much they charged, they still got burned. Having said all of this, I still like them. I just wouldn't own one. |
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Replying to: tamaraster (Jul 24, 2006 2:38 pm) However, I gave him all perfect scores on the survey, even "salesman's knowledge," because I suspected it was a mini deal for him and I didn't want to cut into whatever other compensation the survey might mean to him. What I did was point out those things to him, tactfully, when I came back a few days later with the check from the Credit Union. He was surprised about the tires, said he had thought that all their cars had A/S on them. I figured telling him directly would do more good than marking him down on a survey. |
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Replying to: cluedweasel (Jul 24, 2006 10:56 am) Ever wonder why some of your best customers never receive a survey but guys like him do?
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