Ask a car salesman anything...anything at all.
Discussion
The cars in question are 17k and 20k, one is a good spec but not my colour preference, I agree that not all email leads come to something but for me i don't get chance to call during the day, and i would rather sit and have my lunch than spend it on the phone, even if i did call i wouldn't be interested in anything until i'd seen pictures, the only exception would be if the car was within 30 mins in which case i'd just drive over and take a look.
Of these 2 cars, one is 2 hours away and the other around 3 1/2 hours. Had the one today sent me some pictures - there is only 1 interior picture on the website I would have emailed them back saying thanks, i'll put a deposit down.
I know from experience what kind of crap you get through email and no doubt its even worse within a main dealer and must be difficult but every enquiry should really be answered by how the customer requests, its how i used to do it.
Of these 2 cars, one is 2 hours away and the other around 3 1/2 hours. Had the one today sent me some pictures - there is only 1 interior picture on the website I would have emailed them back saying thanks, i'll put a deposit down.
I know from experience what kind of crap you get through email and no doubt its even worse within a main dealer and must be difficult but every enquiry should really be answered by how the customer requests, its how i used to do it.
HTP99 said:
That much?
We convert 3-4% of electronic enquiries which is the standard for the SE of the UK, for all manufacturers, oddly it is higher elsewhere in the UK; up to 14%.
Compared to an average 30% conversion for physical enquiries.
62% of enquiries are electronic but with a 3-4% conversion and each and every one is contacted and followed up at least 3 times.
Yep but we're a used independent so I reckon that's about standard. On new I can well imagine the rate to be under 5%We convert 3-4% of electronic enquiries which is the standard for the SE of the UK, for all manufacturers, oddly it is higher elsewhere in the UK; up to 14%.
Compared to an average 30% conversion for physical enquiries.
62% of enquiries are electronic but with a 3-4% conversion and each and every one is contacted and followed up at least 3 times.
steve-5snwi said:
I agree that not all email leads come to something but for me i don't get chance to call during the day, and i would rather sit and have my lunch than spend it on the phone.
Must be tough.I bought a new car from a dealer 300 miles away and found the time to make phone calls. It paid off as I built a relationship with a brilliant salesman and bought the right car for me.
steve-5snwi said:
The cars in question are 17k and 20k, one is a good spec but not my colour preference, I agree that not all email leads come to something but for me i don't get chance to call during the day, and i would rather sit and have my lunch than spend it on the phone, even if i did call i wouldn't be interested in anything until i'd seen pictures, the only exception would be if the car was within 30 mins in which case i'd just drive over and take a look.
Of these 2 cars, one is 2 hours away and the other around 3 1/2 hours. Had the one today sent me some pictures - there is only 1 interior picture on the website I would have emailed them back saying thanks, i'll put a deposit down.
I know from experience what kind of crap you get through email and no doubt its even worse within a main dealer and must be difficult but every enquiry should really be answered by how the customer requests, its how i used to do it.
I'm surprised companies are trying to retail 20k Minis without proper photos. Maybe the cars are in transit/paint shop or not valeted yet? Of these 2 cars, one is 2 hours away and the other around 3 1/2 hours. Had the one today sent me some pictures - there is only 1 interior picture on the website I would have emailed them back saying thanks, i'll put a deposit down.
I know from experience what kind of crap you get through email and no doubt its even worse within a main dealer and must be difficult but every enquiry should really be answered by how the customer requests, its how i used to do it.
Unfortunately the amount of junk email enquiries is pretty astounding some days so adding a video request into the mix might have just tipped the enquiry into the 'dreamer category'? I've never done one but then we publish pretty good photos on lower end stock.
Fun Bus said:
Must be tough.
I bought a new car from a dealer 300 miles away and found the time to make phone calls. It paid off as I built a relationship with a brilliant salesman and bought the right car for me.
I've done the same too with the past 3 cars, all by email, i've sold them that way too. I leave home at 8.15 and get home at 6, we don't make private calls during the day so it kind of limits me, yes i get a lunch break but i tend to eat during that time. For me i find the car that i like, request photos or video by email so i can get an idea of the cars condition, i only request something when i'm interested and in a position to buy, some people visit in person some call, i just wanted a response to an email. If i called them all i would say is can you send me a few more pictures and a quick walk around video.I bought a new car from a dealer 300 miles away and found the time to make phone calls. It paid off as I built a relationship with a brilliant salesman and bought the right car for me.
Fun Bus said:
So what you’re saying is; if it suits you it’s fine. If it doesn’t, the salesperson is a w
ker.
He hasn't said that at all, has he? He hasn't even implied that. I'm guessing you're a car salesperson judging by your sensitive reactions - bless. Still, if your response to a not unreasonable observation by a paying customer is to suggest that he's calling you a wker.ker, then I guess that does indeed make you a wker. If you're not a salesperson, the cap still seems to fit.Fun Bus said:
So what you’re saying is; if it suits you it’s fine. If it doesn’t, the salesperson is a wker.
Not at all, all I'm saying is on the used mini search it gives you the option of having a personalised video sent, that's what I want and I haven't received it, they have tried calling me twice while I was at work where I'm unable to answer it. ker.The other mini is at a different main dealer, they have some photos of the outside and one of the inside looking from the back to the front, it looks like it has the right spec but some better pictures of the inside and a walk around of the other side would help. On the contact form it asks how you would like to be contacted, I chose email, they called. Had they done what was requested there is a strong chance I would have called back and put a deposit on the car.
If you went into a restaurant and ordered steak but they sent out fish fingers would you accept it ? After all you haven't got what was requested. Before refusing to contact by email consider that the customer may have a hearing loss and may not be able to use a phone and that voice or text are the only firms of communication (it's not an issue for me) and I see it that if they cannot follow a simple request now then if I ask them a simple question about condition or if something goes wrong then they will probably ignore you. Sometimes it also helps to have things written down if things go wrong too.
Everyone deals with things differently, all of our last few cars have been purchased by contacting through email and then buying unseen.
steve-5snwi said:
Not at all, all I'm saying is on the used mini search it gives you the option of having a personalised video sent, that's what I want and I haven't received it, they have tried calling me twice while I was at work where I'm unable to answer it.
Might be worth checking your spam folder - if it’s the same as BMW, the sales guy sent me a video then followed up with a call to say he’d done it and introduce himself. If you have no email, you may have mistyped the address?How does mobility work? I see lots of people in some nice shiny new cars.
Yes I know people get mobility allowance but is it being thoroughly abused by many?
Yes I know there are some very deserving types with physical health issues but I've heard of Asthma etc for reasons it's awarded.
DanL said:
Might be worth checking your spam folder - if it’s the same as BMW, the sales guy sent me a video then followed up with a call to say he’d done it and introduce himself. If you have no email, you may have mistyped the address?
I've checked and it's not in the junk folder, and email address is correct as I've got auto reply's from both dealers.Sa Calobra said:
How does mobility work? I see lots of people in some nice shiny new cars.
Yes I know people get mobility allowance but is it being thoroughly abused by many?
Yes I know there are some very deserving types with physical health issues but I've heard of Asthma etc for reasons it's awarded.
Majority of the customers I have dealt with have genuine health concerns. but there are often people who are awarded it for sometimes just seeming to be fat or the worst cases I see are a child with a disability and the parent decides its an opportunity for them to get a car they want and not the car suitable for the childs needs.Yes I know people get mobility allowance but is it being thoroughly abused by many?
Yes I know there are some very deserving types with physical health issues but I've heard of Asthma etc for reasons it's awarded.
Basically their allowance goes to motability, in return they get free insurance servicing and breakdown recovery all they do its fuel it and maybe pay a deposit depending on the car they are looking at.
Dan W. said:
Sa Calobra said:
How does mobility work? I see lots of people in some nice shiny new cars.
Yes I know people get mobility allowance but is it being thoroughly abused by many?
Yes I know there are some very deserving types with physical health issues but I've heard of Asthma etc for reasons it's awarded.
Majority of the customers I have dealt with have genuine health concerns. but there are often people who are awarded it for sometimes just seeming to be fat or the worst cases I see are a child with a disability and the parent decides its an opportunity for them to get a car they want and not the car suitable for the childs needs.Yes I know people get mobility allowance but is it being thoroughly abused by many?
Yes I know there are some very deserving types with physical health issues but I've heard of Asthma etc for reasons it's awarded.
Basically their allowance goes to motability, in return they get free insurance servicing and breakdown recovery all they do its fuel it and maybe pay a deposit depending on the car they are looking at.
Motability 'sales' are dropping as the criteria to get it is a LOT harder now, yes I'm sure you all know someone who has a 'bad back' and cheating the system, but Daily Mail readers & frothers aside, the scam rate was calculated at something like 0.5% of 1%
Reality is it's a lifeline for those in receipt of it, it's not 'free' you spend the money awarded to you from PiP to pay for it, it is however by far the best/cheapest/most comprehensive PCP type of thing going as the intention is that all the worry of owning a car is removed, you just have to fuel it essentially.
Ok there's some caveats, it needs to benefit the recipient so it's not a gift to young Johnny to do with as he pleases, any named drivers have to live within 5 miles of the recipient, you can't use it for business, They just bought out a 200 BHP upper limit and anything over 100 BHP or so can only be driven by drivers older than 25
And your mileage allowance is 20k/yr max, if it's not a WAV vehicle (Wheelchair or excessively modified) you have it replaced every 3 years, if it's a WAV because of the greater costs etc you have it for 5
In 201 pages this might have been covered but ...
Do sales people actually sell cars? Recent experience makes me think only the sales manager does. Was "invited "to call in by email to see if there was a possibility of changing our family car earlier than it's intended 3 year deal, young lady who approached us and sat us down, and started to go through details and our preferred options, inspected our 18 month old car, and at every stage had to go and discuss with the manager, I might as well have dealt with him all along, is this the norm these days, certainly didn't seem to be previously.
Do sales people actually sell cars? Recent experience makes me think only the sales manager does. Was "invited "to call in by email to see if there was a possibility of changing our family car earlier than it's intended 3 year deal, young lady who approached us and sat us down, and started to go through details and our preferred options, inspected our 18 month old car, and at every stage had to go and discuss with the manager, I might as well have dealt with him all along, is this the norm these days, certainly didn't seem to be previously.
Sales manager controls profits and deals so essentially has to give the go ahead on a deal.
Depends on the seniority and experience of the sales person, I can do 99% of a deal myself but will refer to my SM to confirm the SIV of a part exchange and the overall deal, conversations normally last 30 seconds with him.
You may have got a new salesperson or one with a very controlling SM.
Depends on the seniority and experience of the sales person, I can do 99% of a deal myself but will refer to my SM to confirm the SIV of a part exchange and the overall deal, conversations normally last 30 seconds with him.
You may have got a new salesperson or one with a very controlling SM.
Butter Face said:
Sales manager controls profits and deals so essentially has to give the go ahead on a deal.
Depends on the seniority and experience of the sales person, I can do 99% of a deal myself but will refer to my SM to confirm the SIV of a part exchange and the overall deal, conversations normally last 30 seconds with him.
You may have got a new salesperson or one with a very controlling SM.
I am allowed to operate as BF does, I'm trusted to structure my own deals (new) and to do what is needed, sometimes I need clarifcation on a few points so have to check back with my SM and he also values part ex's but everything else, I can do and I'm left to it. My new car deals are the most profitable of the group.Depends on the seniority and experience of the sales person, I can do 99% of a deal myself but will refer to my SM to confirm the SIV of a part exchange and the overall deal, conversations normally last 30 seconds with him.
You may have got a new salesperson or one with a very controlling SM.
There are some dealer groups; larger ones mainly, where the SM controls everything and I mean everything and they also have a business manager who works out the finance too; the salesman "sells" the car and and has to stick to a rigid and set procedure and must not deviate from it, to me this is very odd business practice, I couldn't work like that.
rigga said:
In 201 pages this might have been covered but ...
Do sales people actually sell cars? Recent experience makes me think only the sales manager does. Was "invited "to call in by email to see if there was a possibility of changing our family car earlier than it's intended 3 year deal, young lady who approached us and sat us down, and started to go through details and our preferred options, inspected our 18 month old car, and at every stage had to go and discuss with the manager, I might as well have dealt with him all along, is this the norm these days, certainly didn't seem to be previously.
a lot of companies these days still have this control power thing going on. manager sits in a big office doing all the figures, whilst the idea is the salesperson is on your side and helping you.... because they are not in control of the figures but they want the best deal for you. its very 1990s but amazed it still goes on to be honest.Do sales people actually sell cars? Recent experience makes me think only the sales manager does. Was "invited "to call in by email to see if there was a possibility of changing our family car earlier than it's intended 3 year deal, young lady who approached us and sat us down, and started to go through details and our preferred options, inspected our 18 month old car, and at every stage had to go and discuss with the manager, I might as well have dealt with him all along, is this the norm these days, certainly didn't seem to be previously.
Dan W. said:
rigga said:
In 201 pages this might have been covered but ...
Do sales people actually sell cars? Recent experience makes me think only the sales manager does. Was "invited "to call in by email to see if there was a possibility of changing our family car earlier than it's intended 3 year deal, young lady who approached us and sat us down, and started to go through details and our preferred options, inspected our 18 month old car, and at every stage had to go and discuss with the manager, I might as well have dealt with him all along, is this the norm these days, certainly didn't seem to be previously.
a lot of companies these days still have this control power thing going on. manager sits in a big office doing all the figures, whilst the idea is the salesperson is on your side and helping you.... because they are not in control of the figures but they want the best deal for you. its very 1990s but amazed it still goes on to be honest.Do sales people actually sell cars? Recent experience makes me think only the sales manager does. Was "invited "to call in by email to see if there was a possibility of changing our family car earlier than it's intended 3 year deal, young lady who approached us and sat us down, and started to go through details and our preferred options, inspected our 18 month old car, and at every stage had to go and discuss with the manager, I might as well have dealt with him all along, is this the norm these days, certainly didn't seem to be previously.
We have a finance renewals programme that prompts us to contact finance renewals early, deals can be built up in it and it shows if there is any loyalty money that the customer will get if they re-new, it runs alongside our diary system. Recently on a course and one of the guys there said that they had to call each and every person twice a day for 7 days until they answered or got back to them, tome that is bordering on harassment; I told him this and I also told him that if he did that to me I wouldn't buy from him again, he agreed.
Fortunately for us, we are in the 21st century and work in such a way.
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