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Smart Shopper Stories from the Sales Frontlines
47880 messages, Last post on Nov 24, 2009 at 5:01 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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Replying to: tsgeisel (Jul 24, 2006 12:44 pm) You were "very unhappy" with the dealership but you STILL bought from them?
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Replying to: isellhondas (Jul 24, 2006 3:02 pm) But they're also more of a volume dealer, so I felt like a piece of meat going through the process, also their service department is closed on weekends, and those perks that lots of other places offer, such as free oil changes and such, were never offered. Perhaps it was a reflection on the fact that I was getting such a good deal otherwise. In the meantime, I'm taking all my service issues to a closer dealership that is open on Saturday. Additionally, my roommate, without any consultation, responded to a spam (or popup), got an online car loan, and went to that same dealer, and fell for just about every trick in the book. I would have recommended going elsewhere, had she but asked, but it further locked into my brain that this place is hardly customer-oriented. Bob Lewis VW/Hyundai/Suzuki in San Jose. I probably won't go back for my next car (in 10 years or so)... |
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Replying to: jipster (Jul 24, 2006 11:39 am) 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. When I bought my Mazda back in '03, the sales person and those in service always mentioned the survey and they made a point to mention the "pass/fail" of the survey and always give a 5. Anything less than a 5 was a failing grade. They did mention that. Every time I return from an oil change or some other service, they mail me a letter that says something along the lines of "You will soon be receiving a survey from Mazda concerning this service visit" and "Please give a score of 5 if you were happy with your visit." |
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Replying to: isellhondas (Jul 24, 2006 2:57 pm)
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