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Smart Shopper Stories from the Sales Frontlines
48069 messages, Last post on Dec 04, 2009 at 11:08 PM
You are in the Smart Shopper Forum. Your Hosts are kirstie_h & tidester
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Replying to: madmanmoo (Nov 28, 2008 6:21 am) Have a good trip Moo! GP 
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Replying to: jipster (Nov 28, 2008 10:03 am) Jip asked: Examples or stories??? I agree with you Al on that one, that at some dealerships the managers are thinking old school 70s and 80s selling techniques. At my old Honda place I had a sales manager who gave everyone on the spot training about selling, when in the middle of a deal. Everyone got tired of his crap as it was almost impossbile to deal with him. One time a salesman had a deal on a car, with a commitment, and went to get payments. The SM asked the salesman if the customer had driven the car yet. He said no, he didn't want to. The manager wouldn't give him payments unless he drive the car. The customer got ticked off and left without buying. Another time we received lists ofcustomers to call for our "private sales". The list was generated from the service dept, and wasn't seperated based on which salesperson the customer belonged to, it was just of recent customers in service within the last 6 months to a year. Well some people on that list were customers who bought new cars less then 6 months before who were there for their 1st oil change. Boy did they get ticked off when they received a few calls in one year to come in and trade thier new car in a "private sale". The managers didn't care, neither did the owner. The lists barely got anyone in the door, it was the unsold prospects that came back for "the sale" that bought. The owners and managers didn't want to hear it and the General Manager flipped out on me once for only having called 40 people out of the 500 on my list, when I alreayd had about 14 appointments booked from my unsold list (which were very likely to buy). Needless to say, I moved on shortly after that. That place is still a grindhouse, wehre everyone works for flats as over they years the management have been cutting into their payplans little by little.
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Replying to: madmanmoo (Nov 28, 2008 6:54 am)
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Replying to: boomchek (Nov 28, 2008 10:16 am) When it's slow at the dealership our GM hands out lists of service customers that have recently been through the service lanes. Cold call them and try and get them to trade their car in. Absolute. Nonsense. Full stop. |
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If a service customer wanders into the showroom we have to try and get their information, sit them down, and try and get them to trade their car in. How annoying is that? All you are trying to do is get an oil change and you have to be pestered by a salesman. It's truly embarassing.
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Replying to: alejandrom (Nov 28, 2008 9:21 am) I can give examples from some of my earliest purchases (Mazda saleswoman: "Sorry, there is no such thing as a turbo with a 5speed stick. It's not possible, all of our MX6 tubos are automatics. Like all turbos..." Well, besides the three 5 speeds I had already reviewed on her lot. Or the Mitsu Turbo I ended up buying...) to the current (Me to Acura salesman: And I'd like to apply for the AHFC 2.9% financing on my new '05 TL. 2.9? No such thing, these are flying off the shelves, no need to special finance 'em! SM/FM: Sorry, no such financing, let's fill out an app at the current rate. Educated Consumer: Could you check the Honda website, highly trained professionals while I wait? Yes, I knew that I was right, thank you. And just about have paid off my '05 TL  2.9%...). Now, these might be the exception to the rule in the rest of the world. But not in mine. Not to say I haven't had experienced, knowledgeable sales pros. Just not often... And, no offense to the pros here. I'm sure I'd enjoy not only buying a car from y'all but just talkin' too! I'm easy to spot, I like to wear a baby seal costume when I car shop...!
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Replying to: boomchek (Nov 28, 2008 10:18 am)
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Replying to: greanpea68 (Nov 28, 2008 10:05 am) 
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Replying to: alejandrom (Nov 28, 2008 9:45 am) There is nothing much you can do about a stupid customer - it really comes with territory. I'd dare to say your industry (automotive retail) groomed a special kind through decades of its practices - you know, those rampant fees, mop&glo, "sticker means nothing" approach, insulting screamer ads, etc. Those who don't have time and inclination to put some real time into learning the way of your business, take from this that "anything and everything is possible" - if so making $15K offer on $25K Sienna is not as outrageous in their mind, as you think (especially that I'm sure your Used Car Manager made some similar bids being on the other side, hasn't he?). Why is it they come to Best Buy and pick up that new iPod or Bluray never asking what is invoice on it, or what the markup is? Most don't question the price because they know it's a real one. It's printed in the paper, posted on the merchandise and when you go to register "beep" - yes you guessed, it's one on your receipt. You guys in the business chose to go different way - for hope of a "whale" home run customer, you decided it's better to approach every single transaction from top profit. In exchange you have to cope with those wild shots. They think "Sticker is $25K for that Sienna. Let me try $15K - last week Best Buy had 50% off on couple of TVs, so 20% off isn't probably big deal". Best Buy and Sears are their point of reference. Those more educated (but not thoroughly) may actually have read about the invoices. However, they also read about holdbacks, bonuses and what not, so they go and shoot for tripple net and expect you to take it, even if you just sold fifteen of those last month for five hundred under sticker. For them, you making one dollar profit is one dollar too much. Then you have a former domestic customer. Last deal he/she got five thousand cash back and zero percent loan. They don't understand concept of demand and price adjustment. All they know is before it was this and now you want that. The only way you can do is say "I believe my product is worth more and the market did not force us to make such deals - if you can't live with that go and buy that Impala again". One more thing - surveys show again and again that worst buying experience comes from stores like yours, i.e. large volume import superstores (Nissan, Toyota, Mitsubishi, Honda tend to be lowest customer satisfaction from purchasing process). The culprits must be the ones in charge - the owners and managers. You have superior product and lower margins, being surrounded by guys having exact opposite. That must be a toxic combination when it comes to creating customer experience. They want your product, but those other guys offer them "deals", so they want "deals" from you, too. You offer none (today it's more like you offer less), on top of which your owners tell you "we want more from each purchase". That must be a killer. Now, in worsening economy even you guys may have to watch it. Tables may turn, at least for short while, as it takes time to adjust production levels to lowered demands. If anything, you may experience even more spite, more people waiting "everything" from you and you may have to accept it more often than before. At least for now...
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Replying to: fezo (Nov 28, 2008 10:46 am) |
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