Car Sales - what happened to you lot?!
Discussion
I've been in car sales and we used every mind trick in the world to sell cars. it seemed to work.
I took my 2016 5 door Audi S3 into a dealership a week or so ago for a service and the brake warning reset/checked.
I told them from the outset, i needed this work done as i was getting rid of the car.
It had to go back in for further investigation where they said i could get a loan car from them
I ask, "any chance of an RS3?" after overhearing another salesman offer to loan a customer his RS5 so he can get a feel for it - my guy says 'ill see what i can do'
Appointment booked for Monday just gone.
I turn up with my S3, the woman gives me the keys to my loaner.. tells me 'its over the back'
first off.. someone should have really taken me to it and confirmed everything was ok with it, and me but no.. i'm left pressing remotes and looking for indicator flashes.
finally i find the car.. its a 3 door 1.4/1.5? petrol A3
Now, i dropped off a 5 door car, why would you give me a 3 door? and secondly, why not give me a 'see what you could be driving, bet you won't want to give it back' loan car to run the puppy dog sales and give yourself half a chance of a sale.
The car i had was god awful, full of 'see what you could have had' blanking plates on the dash and gutless - i couldn't wait to give it back.
Seems odd. We would always give customers at least 'one up' on what they bought in, especially if it was due for replacement and 100% if the customer said they were changing..
Do you not care any more??!
I took my 2016 5 door Audi S3 into a dealership a week or so ago for a service and the brake warning reset/checked.
I told them from the outset, i needed this work done as i was getting rid of the car.
It had to go back in for further investigation where they said i could get a loan car from them
I ask, "any chance of an RS3?" after overhearing another salesman offer to loan a customer his RS5 so he can get a feel for it - my guy says 'ill see what i can do'
Appointment booked for Monday just gone.
I turn up with my S3, the woman gives me the keys to my loaner.. tells me 'its over the back'
first off.. someone should have really taken me to it and confirmed everything was ok with it, and me but no.. i'm left pressing remotes and looking for indicator flashes.
finally i find the car.. its a 3 door 1.4/1.5? petrol A3
Now, i dropped off a 5 door car, why would you give me a 3 door? and secondly, why not give me a 'see what you could be driving, bet you won't want to give it back' loan car to run the puppy dog sales and give yourself half a chance of a sale.
The car i had was god awful, full of 'see what you could have had' blanking plates on the dash and gutless - i couldn't wait to give it back.
Seems odd. We would always give customers at least 'one up' on what they bought in, especially if it was due for replacement and 100% if the customer said they were changing..
Do you not care any more??!
It's all down to money unfortunately, they're not going to run a big spec car as a courtesy car, their pool normally consists of incorrect orders with strange trim or "interesting" colours. Any good spec cars will likely be salesman's demo cars which will be hard to get hold of for a service visit. The 2 departments are in competition with each other so rarely help each other out.
Same, I took my Octy VRS in to Skoda and they said they may need more than a day, so put me in a loaner.
They made out I was lucky to get a Fabia Monte Carlo... No fuel in it at all, didn't tell me what fuel it was, no obvious indication on the filler cap (mine clearly states diesel),
Worse though, it was a Manual, my car is an Auto.
Worse still they said they'd clean it with the service... it came back disgusting, dirtier than when it went in.
Worse again, they'd left it parked on the road and it'd got scratched, which they've still yet to get back to me about.
Properly put me off Skoda going forwards despite loving my car.
They made out I was lucky to get a Fabia Monte Carlo... No fuel in it at all, didn't tell me what fuel it was, no obvious indication on the filler cap (mine clearly states diesel),
Worse though, it was a Manual, my car is an Auto.
Worse still they said they'd clean it with the service... it came back disgusting, dirtier than when it went in.
Worse again, they'd left it parked on the road and it'd got scratched, which they've still yet to get back to me about.
Properly put me off Skoda going forwards despite loving my car.
I don't think it's a reasonable expectation to have a RS3 as a courtesy car whilst your S3 is in for a service.
The vast majority of S3 owners won't upgrade to a RS3.
The end result would be some poor RS3 being ragged within an inch of its life by S3 owners, with the dealership having to spend a considerable amount on maintaining it, only for said S3 owners to buy another S3 or a Golf R etc.
Provided they are functional, safe and reliable, it's perfectly reasonable for a dealership to have a courtesy car fleet which is as cheap to run as possible.
The vast majority of S3 owners won't upgrade to a RS3.
The end result would be some poor RS3 being ragged within an inch of its life by S3 owners, with the dealership having to spend a considerable amount on maintaining it, only for said S3 owners to buy another S3 or a Golf R etc.
Provided they are functional, safe and reliable, it's perfectly reasonable for a dealership to have a courtesy car fleet which is as cheap to run as possible.
Ive always been of the mentality that a courtesy car is a privilege and would be grateful for anything. My local Skoda dealer gave me a stickered up Citigo and it was fine - clean and tidy and had half a tank in. I just had to top the fuel to where it was when I picked it up.
Even if I had a 50k car, as long as I had wheels I'd take anything. In fact the only disappointment I've ever had was when we put my partner's auto Swift in we got given a manual Picanto (Suzuki/Kia shared dealer) as a courtesy car. Trouble is my partner only has an auto licence (we told them this on booking) but as it was only for a day on a weekend I just drove it. Tried to wangle an auto but they had none, it would have been inconvenient if my partner had needed to get to work though. Having said that it was still better than being stuck at the dealer for hours so I was still grateful.
Even if I had a 50k car, as long as I had wheels I'd take anything. In fact the only disappointment I've ever had was when we put my partner's auto Swift in we got given a manual Picanto (Suzuki/Kia shared dealer) as a courtesy car. Trouble is my partner only has an auto licence (we told them this on booking) but as it was only for a day on a weekend I just drove it. Tried to wangle an auto but they had none, it would have been inconvenient if my partner had needed to get to work though. Having said that it was still better than being stuck at the dealer for hours so I was still grateful.
Edited by kieranblenk on Monday 26th November 12:08
The vast majority of car salespeople that I've met recently don't really get such subtle ways of selling their products. Most are just about okay at the scripted process and usually fairly good at filling out all the forms to get you "signed up". Other than that, fairly rubbish.
It's sad that I'm usually more impressed by the sales craft, product knowledge and manoeuvrability on a deal of the call centre staff selling me a mobile upgrade than the person selling me a car.
It's sad that I'm usually more impressed by the sales craft, product knowledge and manoeuvrability on a deal of the call centre staff selling me a mobile upgrade than the person selling me a car.
I wouldn't ever expect a really exciting courtesy car! They probably have one or two for all customers, and there isn't any requirement for it to be the same power or spec as your car as it is only to keep you mobile for the day. I doubt the sales and service teams are even that connected.
I agree with the OP, some dealers are just not very switched on, even if you give them a hint!
I find it helps if you have a relationship with the dealer, where the staff are consistent and loyal and you build some trust, which is very rare these days... My local dealer if asked would let me have most things within reason, when my car went in for servicing.
G
I find it helps if you have a relationship with the dealer, where the staff are consistent and loyal and you build some trust, which is very rare these days... My local dealer if asked would let me have most things within reason, when my car went in for servicing.
G
For those commenting 'you should be grateful on what they give you' i am. It helped me out of a jam and saved me hanging around the dealership so i could get on with my day.
My point was around sales, not service. Sales should be aware of everyone coming through the dealership and what they are there for and try and capitalise. At the very least the two departments should work in tandem for a common goal; to make money.
We had a great relationship with service. So much so that i took a recall project from them, contacted all the customers. arranged timeslots for them to bring their cars in, and loan cars, again, ones better than what they were bringing in (if theirs were 2 years or older)
If we didn't have a loan car of the spec i needed to achieve this and one of the sales team did, i'd take their car from them and give them a lesser spec loaner for the period in question.
Like someone said its the subtle art form that seems to be missing.
If a customer came in for a test drive we'd always park it up next to their old car so it would 'shame' their older car, while we were pricing up their old car we'd make a note of the radio presets and put them on the test drive car so when demonstrating the entertainment you'd flick through and it would be like 'home' for them..
My point was around sales, not service. Sales should be aware of everyone coming through the dealership and what they are there for and try and capitalise. At the very least the two departments should work in tandem for a common goal; to make money.
We had a great relationship with service. So much so that i took a recall project from them, contacted all the customers. arranged timeslots for them to bring their cars in, and loan cars, again, ones better than what they were bringing in (if theirs were 2 years or older)
If we didn't have a loan car of the spec i needed to achieve this and one of the sales team did, i'd take their car from them and give them a lesser spec loaner for the period in question.
Like someone said its the subtle art form that seems to be missing.
If a customer came in for a test drive we'd always park it up next to their old car so it would 'shame' their older car, while we were pricing up their old car we'd make a note of the radio presets and put them on the test drive car so when demonstrating the entertainment you'd flick through and it would be like 'home' for them..
I find you normally get charged extra for their base spec courtesy car too, doesn't strike me as particularly courteous.
Given how hard it is these days to turn up to get a 10 minute test drive I'm not surprised. Mind you, can't blame them with my wife - she's normally bringing three car seats to check they'll fit across the back, usually letting the rug rats loose in the showroom while she does it. I'd run a mile too, the last time I was with her I nearly bought a new E class out of embarrassment even though the seats didn't fit.
Given how hard it is these days to turn up to get a 10 minute test drive I'm not surprised. Mind you, can't blame them with my wife - she's normally bringing three car seats to check they'll fit across the back, usually letting the rug rats loose in the showroom while she does it. I'd run a mile too, the last time I was with her I nearly bought a new E class out of embarrassment even though the seats didn't fit.
768 said:
I find you normally get charged extra for their base spec courtesy car too, doesn't strike me as particularly courteous.
Given how hard it is these days to turn up to get a 10 minute test drive I'm not surprised. Mind you, can't blame them with my wife - she's normally bringing three car seats to check they'll fit across the back, usually letting the rug rats loose in the showroom while she does it. I'd run a mile too, the last time I was with her I nearly bought a new E class out of embarrassment even though the seats didn't fit.
Great reply...Given how hard it is these days to turn up to get a 10 minute test drive I'm not surprised. Mind you, can't blame them with my wife - she's normally bringing three car seats to check they'll fit across the back, usually letting the rug rats loose in the showroom while she does it. I'd run a mile too, the last time I was with her I nearly bought a new E class out of embarrassment even though the seats didn't fit.
you 'lot' normally come in on a sunday, 30 minutes before closing when the F1 is on...
I'd echo what Gio G said from the other side of the fence.
When I worked in a franchised dealer Id call my customers whenever I saw that their car was booked in for work. Some customers would really engage and be open and transparent about their change cycle, others liked to keep their cards close to their chests.
For those with whom I had a good relationship, who would always give us the last bite of the cherry and often pay a little bit more than the cheapest quote to know where the car was coming from, I'd always try and supply a requested model if possible.
For those who I felt would go elsewhere for an extra £50 or were doing it as a blag I'd rather keep my 20" wheels unscuffed.
Best one I can remember is from over 20 years ago now when I worked at a site that had Aston / Ferrari / Porsche effectively under one roof. Customer moaned about his Golf GTI loaner and genuinely thought that we should be putting our customers in examples of our other marques as a matter of course: drop off your 911 and smoke around in a DB7 for the day ( possibly literally )
When I worked in a franchised dealer Id call my customers whenever I saw that their car was booked in for work. Some customers would really engage and be open and transparent about their change cycle, others liked to keep their cards close to their chests.
For those with whom I had a good relationship, who would always give us the last bite of the cherry and often pay a little bit more than the cheapest quote to know where the car was coming from, I'd always try and supply a requested model if possible.
For those who I felt would go elsewhere for an extra £50 or were doing it as a blag I'd rather keep my 20" wheels unscuffed.
Best one I can remember is from over 20 years ago now when I worked at a site that had Aston / Ferrari / Porsche effectively under one roof. Customer moaned about his Golf GTI loaner and genuinely thought that we should be putting our customers in examples of our other marques as a matter of course: drop off your 911 and smoke around in a DB7 for the day ( possibly literally )
I don’t know if this is a more recent thing. but all main dealers I’ve used for the last 5 years or so have made very clear sales and service are not only different departments but almost different entities.
I’ve even had service side get into arguments with sales over who would pay for a broken windscreen wiper I wanted. The Ford my wife uses, the service and sales are not even on the same site.
I can see the service guys not giving 2 hoots if you want to know what the new radio or seats are like in the new model.
I agree with you op, but I think the business model they use doesn’t.
I’ve even had service side get into arguments with sales over who would pay for a broken windscreen wiper I wanted. The Ford my wife uses, the service and sales are not even on the same site.
I can see the service guys not giving 2 hoots if you want to know what the new radio or seats are like in the new model.
I agree with you op, but I think the business model they use doesn’t.
What I find interesting is that with many dealers becoming more and more consolidated under bigger groups, the dealers ability to be flexible - ie loan you a nicer car, for potential upgrade diminishes, as these larger groups want to have policies and process in place to make their operation more efficient across all dealers.
What they do not recognise is that the customer wants the more personal touch and to be treated as an individual. Let the dealer have the autonomy to do what they want and work like a team. Not be charged for a courtesy car, as this is their new policy..My local dealer won the best UK dealer to work for. No surprise as I see the same people year after year and buy from the same person for the last 8 years..
G
What they do not recognise is that the customer wants the more personal touch and to be treated as an individual. Let the dealer have the autonomy to do what they want and work like a team. Not be charged for a courtesy car, as this is their new policy..My local dealer won the best UK dealer to work for. No surprise as I see the same people year after year and buy from the same person for the last 8 years..
G
The numerous times my F30 330d was in for repairs/servicing I had various cars from the dealership including:
i3 range extender - great fun off the lights
2 Series Active Tourer - Dear God, please never let me sit in one again
530d - Very nice
X1 - Dear God, please let the road remain straight
X3 - meh, just felt like a 3 series with jacked up suspension
Mini - not my cup of tea
A bit of a mix really.
Then my CRV had to go in for an insurance job and I requested a like-for-like courtesy car and they gave me a brand new GLE. As much as I hated it it did seem strange to provide a £63k car in place of a CRV lol
i3 range extender - great fun off the lights
2 Series Active Tourer - Dear God, please never let me sit in one again
530d - Very nice
X1 - Dear God, please let the road remain straight
X3 - meh, just felt like a 3 series with jacked up suspension
Mini - not my cup of tea
A bit of a mix really.
Then my CRV had to go in for an insurance job and I requested a like-for-like courtesy car and they gave me a brand new GLE. As much as I hated it it did seem strange to provide a £63k car in place of a CRV lol
I completely get the gist of the OP.
My mums old shape KA failed its MOT on rust. It was really starting to show its age, so she decided not to fix it, but let them scrap it.
This was a small family owned Vauxhall dealer. There was no contact from sales at all, nothing.
I genuinely could not believe it, a £200 allowance of whatever would have likely meant she bought from them.
My mums old shape KA failed its MOT on rust. It was really starting to show its age, so she decided not to fix it, but let them scrap it.
This was a small family owned Vauxhall dealer. There was no contact from sales at all, nothing.
I genuinely could not believe it, a £200 allowance of whatever would have likely meant she bought from them.
Whatever we do, whatever we don't do, we get flamed for it either way and can't win.
Jump on people, you get shot down, don't jump on people, you are ignoring them.
Most sales people I know including myself are plenty busy enough serving the customers we already have, have lined up or are already processing.
There are only so many hours in the day, and when you are selling, and processing so many orders and enquiries already, any more and your existing customers will suffer, due to cars not being ready, not cleaned, work shopped, fuelled and handover preparation not ready etc..
I do not know of, and have never worked with a lazy salesperson who sits around waiting for the odd deal to fall in his lap, because they would not have a job very long.
I have had virtually no time off this year at all, and now, come the slightly quiter month or two coming, I want to wind down and actually have a break and some time off away from customers/ the public and there ever increasing demands on your time and life.
Jump on people, you get shot down, don't jump on people, you are ignoring them.
Most sales people I know including myself are plenty busy enough serving the customers we already have, have lined up or are already processing.
There are only so many hours in the day, and when you are selling, and processing so many orders and enquiries already, any more and your existing customers will suffer, due to cars not being ready, not cleaned, work shopped, fuelled and handover preparation not ready etc..
I do not know of, and have never worked with a lazy salesperson who sits around waiting for the odd deal to fall in his lap, because they would not have a job very long.
I have had virtually no time off this year at all, and now, come the slightly quiter month or two coming, I want to wind down and actually have a break and some time off away from customers/ the public and there ever increasing demands on your time and life.
Maybe they just correctly ascertained that you had not the slightest intention of purchasing an RS3 from them, and thought they'd maximise the return on the service by minimising the cost of providing same.
They could register it with Companies House and call it a business!
They could register it with Companies House and call it a business!
Edited by iphonedyou on Tuesday 27th November 06:51
Turning up on the day and asking for an RS3 doesn't make you sound like a serious buyer to be honest. If I was you and was serious, I would've spoken to sales before hand and asked about trying one when you're car was in for service. No dealership I've ever worked in would let a service person give you a car like that.
And you can't tell the difference between a petrol and a diesel? Look at the rev counter or start then thing up and it's obvious!
darrenham said:
Same, I took my Octy VRS in to Skoda and they said they may need more than a day, so put me in a loaner.
They made out I was lucky to get a Fabia Monte Carlo... No fuel in it at all, didn't tell me what fuel it was, no obvious indication on the filler cap (mine clearly states diesel)
No fuel left in it is down to the previous service customer, the dealership don't take the cars any where. There are often threads on here where people state they leave the car on fumes, these are the people you need to moan about. You'd use fuel in your own car, so put some in the courtesy car people!They made out I was lucky to get a Fabia Monte Carlo... No fuel in it at all, didn't tell me what fuel it was, no obvious indication on the filler cap (mine clearly states diesel)
And you can't tell the difference between a petrol and a diesel? Look at the rev counter or start then thing up and it's obvious!
darrenham said:
Worse though, it was a Manual, my car is an Auto
Did you request an auto courtest car when you booked your car in for a service? Sometimes the crystal ball in the service reception is a little cloudy....darrenham said:
Worse again, they'd left it parked on the road and it'd got scratched, which they've still yet to get back to me about.
That's poor, did they rectify it for you when you pointed it out to you? Gassing Station | Car Buying | Top of Page | What's New | My Stuff