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Smart Shopper Stories from the Sales Frontlines
47836 messages, Last post on Nov 22, 2009 at 7:50 PM
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Only those of you who have been married a few years can appreciate this little story. While making the three hour trip home from my sister's last night, the wife brings up the topic of new cars---very unusual for her. She says, "I forgot to tell you that while I was out shopping the other day, I stopped by the Honda dealer to look at the new CRV's." You have to keep in mind that this is a lady who knows zero about cars or what they cost or how to approach the buying process, etc. I nearly ran off the road as she spoke. I asked her if she talked with a salesman. She says," I wasn't going to but one of them walked along the side of my car as I was slowly going down the CRV rows. He motioned for me to roll down my window and then asked me to stop and look." I then asked her if she got out of the car. She says, "Oh, yes. I wanted to get a better look." I replied by asking her to tell me what was said. She said that the salesman was very knowledgeable. He told her that all of the CRV's were 4 cyl. and got around 28mpg. He told her the price range was from $24k-$28k. He told her that the alloy wheels stayed cleaner than any other car on the market and how much the customers liked that feature. Now, that is a new marketing twist if ever I heard one. Naturally, she liked the one with the moonroof, leather, etc. With fear in my heart, I asked her if she took a test drive. She said that he suggested it, but she declined the offer. Then she said the famous one liner to him: "I'm really just looking." I asked her if he looked a little disappointed, but she said no. She went on to say how nice he was to answer all of her questions. I asked her how long she was there. She said, "Oh, about 30 minutes." I think that I had better go by there and thank the young man for his patience. My next remark turned to the Grand Marquis---you know, the car that she said to go ahead and buy. I said, "Honey, I thought that we were leaning toward the Grand Marquis." She says, "No, you're the one who wants that big car. I told you that I wanted another CRV." I guess that I am back to stage one. You see, that is what makes marriage interesting. The wife may finally give in to your wishes, but she doesn't really have her heart in the process. I guess that is why I have hesitated on the GM. I was a bit afraid that if I purchased it, I might spend years hearing her say, "Why did you ever buy this big old car." I then suggested to her that she drive both cars and see what she thought. I also suggested that she look at the rebates, employee pricing, mpg of both, etc. I'm using psychology on her because I know that price wise, the GM is the better deal. Also, if she drives the GM she will like the comfort. This is a lady who likes the comfort factor. We'll see how things work out. I'm not buying any car unless we both enjoy it. That way, neither person complains or blames the other. It's too big a purchase for one person not to be happy and, after all, the money belongs to both of us. Hope all of you enjoyed Turkey Day. I have a few more pounds around the belt, but what a wonderful way to gain it. Richard |
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Ah...thanks for all of the replies. For those of you that are worried that I would be chased away....don't. I belong to a loosely moderated political forum that I've been posting on for years and the responses over there are vicious compared to the tame retorts we get here. The only problem here is that I can't really dig my nails into some of the responses the way I'd like to. Some of these guys posting about the car business who have never worked in it need to be verbally filleted for some of their "insights". I'll be back later...it's kinda busy right now. |
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Replying to: alejandrom (Nov 28, 2008 8:29 am) Came back with a daughter - the one think made in China that's not cheap!
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Replying to: alejandrom (Nov 28, 2008 8:29 am) A few things to consider: A.) You don't need to have worked in a field to have some knowledge of that field. B.) There may be some ex-car salespeople here who for whatever reason don't let that fact be known, C.) While relatively few people sell cars almost everyone buys cars and therefore have some insight to the process. D.) In relation to 'C' getting feedback from the other side of the desk would help any salesperson in their job. E.) There are those here that have other types of sales jobs and I would bet you that some of them make car sales look like childs play.
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Everyone's an expert snake. Everyone's an expert. I've never been in a business where the customers think that they know more then the sales staff. Now everyone here is going to regale us with their stories about that time they went into dealership xyz and the salesmen didn't know anyhting.
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Replying to: alejandrom (Nov 28, 2008 9:21 am) Yes, they are. Some people think they know quite a bit without ever having walked in our shoes. You may have sold something before, but you haven't sold cars. It's a different world.
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Replying to: madmanmoo (Nov 28, 2008 9:36 am) The sales managers who haven't shagged ups on the lot for over 20 years are the biggest hindrance in this business...in my opinion. If it wasn't for the SM's the whole sales process would be different. These guys are the true culprits in the whole buying process. These are the clowns who drag out the process and wear the customer down. Trust me. |
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Replying to: oldfarmer50 (Nov 28, 2008 4:53 am) You should have charged him for the advice. My dad is a contractor and when I was young I worked some summers with him. Sometimes he'd have a whole family gathered around him when doing his work at their home, just staring, and making him feel uncomfortable. He got ticked off and told them if they keep staring, he'll charge them for training, and make their renovation bill more.  They quickly scattered away.....
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Replying to: alejandrom (Nov 28, 2008 9:21 am) Bought and sold my fair share of cars that have graced my humble "estate", too. I've managed a sales staff, although not in the automotive end of things. Done some selling myself. But, same rules apply. I used to ask my sales force all the time about their forecasts (probably similar to the a.m. sales meetings at the dealerships). My biggest challenge was getting my staff (even the managers) to recognize when a prospect wasn't really a prospect, at all. They'd waste time and energy, week after week, telling me how these prospects were on the verge of closing. Yet, time after time, they lingered, no movement at all. Finally, the edict had to be made...."close'em or get them out of the funnel". Relating this back to the Scion, the price is the price posted. There's no negotiation. A prospect can't get a "better deal" at another dealership. They can try to shop your deal, but anyone who's done just a little homework will know, Scion is a one price dealership. So, it's a matter of "do you, or don't you like the car?" If they don't, there's nothing you're going to do or say to change that. You might want to find out why they don't like the car, just to gain a little knowledge. If they say they want to shop around, you might ask "for what?" A Corolla? A Camry? Step right next door....got those, too. No use making your job any more difficult than it is. As long as you can generate some excitement about the Scion, get the customer to see why it's a good choice, you're 9/10ths there. Just got to get them financed at that point. Do you really want to spend 2 hours with someone trying to soothe their nervousness? Or, if they are terminally undecided? Is that really a good prospect? Or, would you be better served cutting them loose and moving on to the next person that happens upon the lot? I'm trying to learn here. So, no offense intended. For the record, I've been filleted before....sometimes in these threads.
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Replying to: alejandrom (Nov 28, 2008 9:45 am) Some of those "guys" are auto salesmen themselves. The sales managers who haven't shagged ups on the lot for over 20 years are the biggest hindrance in this business...in my opinion. If it wasn't for the SM's the whole sales process would be different. These guys are the true culprits in the whole buying process. These are the clowns who drag out the process and wear the customer down. Examples or stories??? Care to rebuttal joel, you're a sales manager. 
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