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Smart Shopper Stories from the Sales Frontlines
48029 messages, Last post on Dec 02, 2009 at 4:40 PM
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This happened yesterday, about 11:00 AM. I up a guy and his wife on the lot, he says he only has so much time to demo because he promised to take his wife shopping. He wants a new 09 A4 blk/tan with nothing but premium, blue tooth, and wood package. Now this is a hard car to find, so I pull up the closest thing I have. He asks me about deals, and I give him the national advertised specials. All very broad, and nothing specific. He won't drive the car, he just leaves me his # and asks me to find him one just how he wants it. I locate one in state, and give him a couple of hours to do his shopping, and then leave him a message saying I found car, but the most important thing is that he come in, and let me do a proper demo so that he feels like this is the right car. He say's I don't need to drive it, I just need the deal you said. 0 down $429.00 a month. I respond, sir I never said there was a car available for that price, I said there are some lease specials with tax credits, blah, blah blah. At this point he starts going coo coo for co co puffs on the phone. Screaming about how he is "no one to "F" with, and he know's people, and I better get ready, because it's gonna come down on me". I stay very calm and say sir, I don't appreciate being cussed at, maybe we should talk when you are a little more calm. How about I have my manager call you? He goes in to the same rant, and then when my manager calls, he gives him the same screaming, cussing routine. He says he's recording everything, and we better get ready because it's gonna come down on us. Ah, the holiday spirit is in the air.
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Replying to: dhamilton (Dec 12, 2008 8:45 am) I can't even figure out why he is infuriated with you...I guess b/c you couldn't immediately agree with the number he pulled out of the air?? Good grief.
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Replying to: speterson1 (Dec 12, 2008 8:55 am) Hell I have got it from people on this site before who will go off for no reason. 
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Replying to: joel0622 (Dec 12, 2008 9:07 am) GP, hope all is well. Been catching up on all the posts. Don't get your head too far into a bottle. Porsche store looks awesome with the holiday decorations and giant bows. We had a showroom full of classic 356's while I was gone. I wish I could have seen that in person. Hope everyone is doing well. Sell some cars!
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Replying to: joel0622 (Dec 12, 2008 9:07 am) Geez, what's wrong with people? I do admire the amount of abuse you have to put up with. People not so into the holiday spirit, eh?
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Replying to: dhamilton (Dec 12, 2008 8:45 am) You see, you car sales guys have all the fun. Actually, as bad as it seems, most jobs dealing with the public will have there fair share of these types to deal with. I have a friend that does heating and air conditioning. He tells me horror stories about what people do or say when he tells them their 15 year old furnace needs parts. They really hate paying for new furnace parts that they can't show off to friends. The other day he had a lady customer that he said was a really looker...told her she needed a part that would cost $180, and she purrrrred, mmmmmm, I don't actually pay cash for most of my repairs..........  How would you like to answer that one. Hey Moo....any news about the auto scene in China?
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| There's a Chevy Traverse ad on the right hand side of the screen.....and the seats all flip different directions. That's a nice looking vehicle, just a little late maybe! | |
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A funny movie from the (IIRC) '80s. Jack Warden and Kurt Russel star. I'm fairly sure the late of this forum Deskman was familiar with it as I believe that he used the nom de plume of one of the characters in his profile... I still use one quote, cleaned up of course, when I believe an item to be overpriced. If anyone is familiar with the flick, or sees it, I'll bet you can identify which quote!
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Good story dhamilton. I have a feeling he's all talk and no action kinda person. "I know this I know that, blah blah blah..........." What did he drive do you remember? Your story reminded me of a customer we sold 2 weeks ago. And we started off on the wrong foot too. I get a call from a customer that she and her husband (in their 40s) want to come down and get pre approved. She got my number from a friend of mine who she works with. So they show up about 2 hours later, and told me they were at another dealer, and that dealer said they'll approve them (big difference between said and would), but they weren't happy there so they came to me. Ok, fair enough, I get her info, and we run her credit, and she has no credit history, other than a fresh credit card. Plus she's got no driver license. The hubby tells me she'll finance, and he'll insure it and drive because he has a driver's license. But he doesn't want to get his credit checked (probably cause it sucks, but he wouldn't say). I told him it'll be difficult because in most cases, banks will not finance a car and let you insure under someone else's name. I tell the hubby he'll need to be on the contract too. He disagrees with me and says no way. After going back and forth I get my manager in to chat with them. The hubby says that you can buy a car without a driver's license. We say, yeah, if you pay cash. You can buy it and do whatever you want with it. But if you want financing, the bank requires you to have a driver's license. He says no, mgr says yes, he says no, mgr says yes (exactly word for word). He says he checked at the insurance agency. My mgr says they insurance agency is not the one issuing loans. He wants to talk to the banker. We tell him to go and call the banker himself. We pull out an approval page for another customer (we blocked out the name), that says APPROVED, with stipulations at the bottom that says "must have valid driver's license). The hubby doesn't want to hear it. He tells us that the other place would finance them without a driver's license. My mgr asks "Then why didn't you buy it there?" Customer studders and says "They didn't have what I liked over there". Highly unlikely cause the other dealer is bigger than ours and part of a giant group. Then he goes off on a rant how we don't deserve any government and taxpayers help, and that we shouldn't lend banks' money, instead we should put up our own money for loans (didn't make sense), and he says thats us "dealers, don't deserve bailout money or any loans" in a raised voice. My quick witted mgr responds: " We're not asking for any loans, you're the one here asking for a loan" The customer responds: "I'm not asking for a loan" Mgr: "Then what are you doing here?" Customer gets ticked off and walks out. Surprisingly, customer's wife is still sittng quietly. She asks, why am I declined? Mgr says,"I didn't even says the word declined. I was trying to explain to you how the approval process works. But your husband wouldn't listen. I think I sold a few more cars in my lifetime than he did, so next time you guys come to professionals for advice, you should hear as to what they have to say to you" She leaves and 10 minutes later comes back with the husband. He's turns into the nicest guy you'd ever meet.  To make a long story short, their own bank that they claimed would approve them, declined them instantly, and so did many other ones. We finally did get them approved and he agreed to be on the contract. They're both happy , and he continues being courteous to us and my mgr who he was yelling at. What a turn around!!!
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Replying to: boomchek (Dec 12, 2008 10:31 am) Sounds like 2 psychos. And they were sent over by a friend? Boom, better tell your friend to only send normal people. Also, not sure your manager handled it the best way possible, even though it did work out in the end. My quick witted mgr responds: " We're not asking for any loans, you're the one here asking for a loan" (* I think he means Chrysler is asking for government loans) The customer responds: "I'm not asking for a loan" Mgr: "Then what are you doing here?" By arguing back the supposed customer has no choice but to argue back even more. Maybe a simple.....I understand what you are saying sir, but the rules actually do state the person wanting a loan does have to have a drivers license, and I can show you an example....proceed as you did showing a sample - that was smart. The idea is not to accuse, not to escalate the disagreement, but to talk in a calm logical manner. My wife is a family therapist by trade and my tendency is to argue back, but it just doesn't work....just gets worse. I am learning!
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