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Smart Shopper Stories from the Sales Frontlines
48040 messages, Last post on Dec 02, 2009 at 9:06 PM
You are in the Smart Shopper Forum. Your Hosts are kirstie_h & tidester
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Replying to: oldfarmer50 (May 09, 2008 1:01 pm) Take a wild guess how many customers we have had come in so far this month.
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Replying to: oregonboy (May 09, 2008 12:45 pm)
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Replying to: verdugo (May 09, 2008 11:51 am) I just got burned bad on a survey from a customer I sold two months ago. I met him and his friend a month before he came in to buy a car for his sister. I was very upfront with him when he asked me what he could buy a Yaris for. I told him that the markup was so low that it didn't matter to me if he paid sticker or invoice for it. I would still get a WHOPPING $100.00 bucks on the sale. So to make a long story longer, he shows up one day with his sister. Really nice lady and at that time I also thought he was a really nice guy. Business owner, driving a Lexus LS, money coming out of his butt, etc...etc.. He gives me the stock number for a 4 door 5spd Yaris that retails for about $14k and change. His sister and I take it for a test drive and she is just thrilled that she is getting the car. Her credit is not that great due to a divorce so brother is co-signing for her. We get back and ready to wrap it up. I go to the sales desk and tell the sales manager that I'm selling the car at invoice and he nods his head so we can start the day with the first deal on the board. Mop & Glo girl comes over, gives her spiel and they end up buying the paint sealant and fabric protection. Since it's the first car of the day the detail department is not busy so they go ahead and do the paint treatment. When I get back to the showroom, the brother is pissed and tells me he is not paying the rate they quoted him in the business office. "I have excellent credit. I don't know how my payment jumped from $200.00 a month to $310.00 a month. I'm ready to undo the deal.!" he exclaims. "Hold on, I'll go see what's up." I go to the business office and Jenny is sitting there and I ask her what happened. "I was going over the menu with him and showed him what his payments would be with a warranty, gap, etc. and he went ballistic on me." she replies. At that moment Mr. Rickles (not his real name) walks into the room and we get back to business. I explain to him that what she did is part of her job and if they don't want any of it to just say no. He sits down and I go back to the showroom. About 45 minutes later they come out of the business office and the car is ready to go. I get their license plates and Jenny comes over and tells me they didn't want the paint sealant and fabric protection after all and he beat her up on the rate. We walk out to the car and and it's nice and shiny with a full tank of gas and the interior is still moist from the chemical that's used to protect the fabric. I remind them of the survey and he tells me not to worry that I did an excellent job. His sister also smiles and tells me the same thing. The next day I do my follow up call to see if any questions came up and if they are happy with the car. Mr. Rickles answers the phone and when I identify myself he blows my hair back (whatever was left of it). "What's wrong Mr. Rickles? Did I do something to offend you?" I ask in a quiet tone. "I'm disappointed at you. I thought you would go into the finance office and fight for me!"  "Excuse me?" I responded. "I thought everything was fine after I went in. You guys seemed really happy yesterday." I continued. "I'm never buying a car in Tidewater anymore. All the dealers here are a bunch of crooks!" he tells me. "I'm sorry but you should have not taken the car if you weren't completely satisfied with the transaction. You may speak to our General Manager Mr. Fujimata (not his real name either)" I tell him. "I just might do that." and he hangs up the phone. I let my boss know and he tells me he'll be waiting for his call and also have the customer relations manager call him. So, I don't hear anything else until today when I come in. The GSM (general sales manager who worked the deal with me) "Hey, your customer on the Yaris from a couple of months ago toasted us on the survey. Big 0" he tells me. "Really? It sure took a long time for the survey to get in. Oh well, I did my best and that's what I get. Go figure" The End !! (Wow that's a new milestone for me! Complete story in one sitting) 
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Replying to: joel0622 (May 09, 2008 1:53 pm)
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Replying to: mackabee (May 09, 2008 3:27 pm) We get a bunch of crazies like that here  detail sometimes. It makes me shake my head sometimes and just go WTF? I think you did a fabulous job, Mack!  p.s. thanks for the story! kept me occupied for a few 
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Replying to: mackabee (May 09, 2008 3:27 pm) While not in sales or even having to deal with the public, I have had the "honor?" of seeing a few like that in action and I just want to smack them.  They tell me that some day we will reap what we sow. |
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Replying to: mackabee (May 09, 2008 3:27 pm) Wait. What happened to the rest of the ongoing story with the Highlander? The last part to that series was back on May 5 and ended with this: Gesell comes over and introduces herself. I leave them alone and go check on other things while she does her spiel. She takes about 15 to 20 minutes and then leaves. I walk over and tell him Jenny is ready for him. I walk him over to the little padded room known as the "business office" and introduce him to Jenny and tell him I'll be in the showroom if they need me." TO BE CONTINUED...............
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Replying to: jescue (May 09, 2008 10:25 am) Who's the new company? GP
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Replying to: mackabee (May 09, 2008 3:27 pm) So, by Mr. Rickles thowing his little tantrum, he ended up getting the paint sealant and fabric protection for free? Not like you can scrape it back off. What a jerk who makes the rest of us consumers look bad. Don't really understand how he got a hold of his sister's survey. He must of brainwashed (reprogrammed) her on how to fill it out. Seriously, I hope you club the next one like a baby seal.
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TV had a story about SUV trade-ins being worth squat, Prius selling like hotcakes along with Yaris and some Chevy econobox. Thing that fuzzed me was a guy trading a C5 Vette and the dealer asking him why he was trading and he said gas mileage. I happen to know those things get 28 hwy and 24 when you drive hard. Perhaps a few less when you try to get it airborne. Makes no sense to me. I have a Toyota V6 getting 30.8 AVG MPG for the last 3 years and would trade for a 01 Vette all day long. Does 2 to 3 MPG really make that much difference?
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