Car Sales - what happened to you lot?!

[PixelpeepS3]

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??!

[PixelpeepS3]

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..

[PixelpeepS3]

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...

you 'lot' normally come in on a sunday, 30 minutes before closing when the F1 is on...

[PixelpeepS3]

HTP99 said:

It's all very well people moaning that they want a like for like or the next model up to "sway them to change" but in reality for the vast majority it doesn't work like that and with everyone now wanting to pay as little as possible for everything, and with the internet enabling that, then dealers have to keep costs down somewhere; we run Twingo's and Sandero's as courtesy cars and keep them for at least 2 years, if we had the latest high spec Clio's, Megane Sports, Scenic's, Kadjar's etc then costs would go through the roof and it has to be recouped somewhere but people will then moan that they are being ripped off and will go elsewhere; probably to the dealer who runs the Twingo's and Sandero's!!

As for moaning that you arrived in a 5 door and were given a 3 door, FFS man, I'm sure you can cope!!!!!

It's basic customer service.

Interesting that you're in the car game and have taken some feedback from a customer and instead of taking it on board you reply with 'for fk sake man, im sure you can cope'

Yes i can cope, i did cope, in the grand scheme of things it's nothing but for someone looking at buying a car, what with the internet (as per your statement above) you'd think dealers would do everything in their power to make the customers experience as pleasant as possible.

RS3 vs 1.4 aside, getting kids in the back of a 3 door car is a pain in the fking ass.

[PixelpeepS3]

Deep Thought said:

PixelpeepS3 said:

RS3 vs 1.4 aside, getting kids in the back of a 3 door car is a pain in the fking ass.

Did you flag with them up front that you had a requirement for a 5 door?

No, and if you're asking that, you're missing the point.

These guys are professionals, they do this day in, day out.

It's a simple thing that shows they're thinking of their customer as a person, going the extra mile.

Honestly, it's not fking rocket science, i'm just a bod. If i can see it, why can't they?

everyone is selling st with 0.1% markup so the only way to stand out is to deliver it better than anyone else.

generally, customers don't complain to the dealer, they complain online (like me).

[PixelpeepS3]

Wacky Racer said:

MrBarry123 said:

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.

100% this.

I am clearly the exception to the rule then because an RS3 is one of the shortlist cars on my radar.

I struggle to believe that someone in an S3 wouldn't want to have the same platform but with it turned up to 11.

i had already made them aware i was changing, and i had an interest in an RS3 - no one even tried to qualify me, it was ignored.

The only expectation i had so to speak is that someone would follow up what i had been talking about.

Look, im a 'punter' - im not saying i speak for everyone but i'm sure i'm not alone. They'd be better off getting someone in sales to speak to me to see if it had legs, rather than spending 6 hours calling a list of names and numbers off a spreadsheet to see if they're thinking of changing.

Im in the fking showroom, im telling them im changing and i even tell them what car im thinking of. How much easier does it get?

As you generalised saying S3 owners wouldn't want an RS3, ill generalise too - Salesmen of today are either dim, dumb, lazy or not bothered about making a sale.

[PixelpeepS3]

SteBrown91 said:

PixelpeepS3 said:

I am clearly the exception to the rule then because an RS3 is one of the shortlist cars on my radar.

I struggle to believe that someone in an S3 wouldn't want to have the same platform but with it turned up to 11.

i had already made them aware i was changing, and i had an interest in an RS3 - no one even tried to qualify me, it was ignored.

The only expectation i had so to speak is that someone would follow up what i had been talking about.

Look, im a 'punter' - im not saying i speak for everyone but i'm sure i'm not alone. They'd be better off getting someone in sales to speak to me to see if it had legs, rather than spending 6 hours calling a list of names and numbers off a spreadsheet to see if they're thinking of changing.

Im in the fking showroom, im telling them im changing and i even tell them what car im thinking of. How much easier does it get?

As you generalised saying S3 owners wouldn't want an RS3, ill generalise too - Salesmen of today are either dim, dumb, lazy or not bothered about making a sale.

I wonder how many people do that though just to get a better car to pootle round in for free?

If I was a salesman I would arrange for you to come another day to see if you were genuine.

Otherwise everyone would be thrashing the dealer demos round willy nilly

totally agree. that would be an intelligent way to validate and shows initiative. You should work in car sales

[PixelpeepS3]

strain said:

To be honest, if I was a salesman, I wouldn't be targeting somebody who's getting their car serviced, if people where serious about upgrading, they would trade it in before the service and save a few quid.

It's a good job you are not a salesman then. they'll just deduct the price of a service off what they'd offer you anyway as it was 11 months since the last one!

I'm serious about upgrading and had a service pack so it cost me nothing.

in sales you should never assume just because someone is doing X, they won't want to do Y.

Questions, qualifying, validation, asking and most importantly, listening, will get you sales.

[PixelpeepS3]

euphoricmess said:

PixelpeepS3 said:

I am clearly the exception to the rule then because an RS3 is one of the shortlist cars on my radar.

I struggle to believe that someone in an S3 wouldn't want to have the same platform but with it turned up to 11.

i had already made them aware i was changing, and i had an interest in an RS3 - no one even tried to qualify me, it was ignored.

The only expectation i had so to speak is that someone would follow up what i had been talking about.

Look, im a 'punter' - im not saying i speak for everyone but i'm sure i'm not alone. They'd be better off getting someone in sales to speak to me to see if it had legs, rather than spending 6 hours calling a list of names and numbers off a spreadsheet to see if they're thinking of changing.

Im in the fking showroom, im telling them im changing and i even tell them what car im thinking of. How much easier does it get?

As you generalised saying S3 owners wouldn't want an RS3, ill generalise too - Salesmen of today are either dim, dumb, lazy or not bothered about making a sale.

So we are now 3 weeks or more on from your service. I assume you have test driven the RS3? What were your thoughts on it? Are you going to take the plunge?

Like the 'apple curve' i didn't get my hands on the shiny new thing at the time so interest has dwindled. We've shelved the weekend car plan while we finish the house. Will revisit next year.

The S3 has gone now, and i know me - if they'd have put me in an RS3, even for a follow up test drive, i would have pretty much signed for it that day.

But, the experience left me feeling, well, fk you kinda thing. This car will be a nice to have - we both have our commute cars. No rush and i'm certainly not going to chase someone to give them money.

[PixelpeepS3]

euphoricmess said:

PixelpeepS3 said:

Like the 'apple curve' i didn't get my hands on the shiny new thing at the time so interest has dwindled. We've shelved the weekend car plan while we finish the house. Will revisit next year.

The S3 has gone now, and i know me - if they'd have put me in an RS3, even for a follow up test drive, i would have pretty much signed for it that day.

But, the experience left me feeling, well, fk you kinda thing. This car will be a nice to have - we both have our commute cars. No rush and i'm certainly not going to chase someone to give them money.

I will be honest. This would suggest that the dealership made a good decision when utilising their limited time and resource - even if they were aware to have a decision to make.

I mean - for the majority of people who buy RS cars I would make a strong assumption that they are not the type to decide not to on the basis that they do not get one when having a service. I would imagine a large amount test drive a car another way and show some kind of willing that they might want the car.

Of course there are exceptions and you may well be one, but dealers have to make decisions based on hunches and probability. The fact that you have not followed this up would reinforce their behavior as it will suggest to them that you were after a quick joy ride rather than having a serious interest in buying an expensive car.

Your assumptions on this occasion are incorrect.

i was and am in a position to buy, i already have sign off from Mrs Peep, cash from a house sale and have no other considerations - it would have been an impulse buy - i've done my research, on paper the RS3 is the car to have,i knew there would be an s3 shaped hole in my life.

this "you didn't chase it so you're not serious" assumption is part of the problem. i absolutely refuse to chase people to give them money - they get paid to sell stuff - its a recreational purchase so i am no rush to relieve myself of £50k. However, put it within touching distance and i'll rip your arm off for it.

Talking about wasting their time - how does calling thousands of numbers from an out of date spreadsheet of old customers, 'seeing if they've thought about chopping it in for a newer one' just when most sensible people are sitting down for their evening meal sound ? Its what they do, every month or so..

If you're good at sales, you talk people into buying - you only need a glimmer of interest from the punter.

Lastly, forget the test drive, no one even spoke to me about it. The art has been lost.

[PixelpeepS3]

euphoricmess said:

PixelpeepS3 said:

Your assumptions on this occasion are incorrect.

i was and am in a position to buy, i already have sign off from Mrs Peep, cash from a house sale and have no other considerations - it would have been an impulse buy - i've done my research, on paper the RS3 is the car to have,i knew there would be an s3 shaped hole in my life.

this "you didn't chase it so you're not serious" assumption is part of the problem. i absolutely refuse to chase people to give them money - they get paid to sell stuff - its a recreational purchase so i am no rush to relieve myself of £50k. However, put it within touching distance and i'll rip your arm off for it.

Talking about wasting their time - how does calling thousands of numbers from an out of date spreadsheet of old customers, 'seeing if they've thought about chopping it in for a newer one' just when most sensible people are sitting down for their evening meal sound ? Its what they do, every month or so..

If you're good at sales, you talk people into buying - you only need a glimmer of interest from the punter.

Lastly, forget the test drive, no one even spoke to me about it. The art has been lost.

You are thinking of this at a very personal and blinkered level, rather than the generalist level.

Out of all the people who buy RS cars the majority will at some point request a test drive and look to actively purchase one - I would assume.

So imagine the guy has 4 types of people
1) people who have shown an interest in RS's, may have an old one etc
2) people who have shown an interest in an RS car by sending an email, making a simple call
3) people who have test driven one, discussed colours and options and everything
4) people who want one when they get their car serviced but have shown no interest outside of this.


If you are a betting man, what order do you put those 4 people in in terms of likelihood of buying?

I get your point of, if you had got in it it puts you further down the line to get one, but that assumes they had one available and left it sat there while you drove the standard car. However, perhaps they only have a few in their dealership (as in the main dealership brand, rather than the showroom) and they decided to use it on one of the other 3 types of people. On the glimmer of interest being shown and the idea they should jump on it is a bit of a false flag. I mean, give anyone the chance to drive one and they will likely show a glimmer of interest. I mean how many guys sit in the Audi R8 when they have turned up to buy a A3.

I do not work in sales, but i do work in probability, human behavior etc so to me it makes sense if they operate a model as I have suggested.

Plus for clarity, you have not proven my assumptions incorrect you have just highlighted that you may well be one of the anomalies i admit exists.

The fact that you have done nothing to start a conversation around the car puts your probability of buying one as being quite low. Unless the dealer parks on on your drive, I doubt you are going to buy one this week? They may also know that there are 10 other people they know of that if they park the car on their drive will buy it quicker than you.

Finally, your idea that the dealer is sat making cold calls may not quite be true. What if he and his team were busy sorting orders, dealing with customers who had dared to call the dealer and discuss a deal etc.

I would also wonder whether they have noticed a greater level of success in ringing people seeing if they fancy a change of car is more successful than sorting a loan of a car for someone who has not even suggested to them he fancies buying one?

I mean, if i was sat there trying to get the dealership to sort me a test drive of an RS5 and they said, oh sorry mate, I know you have spec'd yours out but we have just lent it to a guy who asked for one on his service in the off chance he buys it, he would lose a sale with what certainty you buy it?

My recommendation, go on carwow and throw in a query on an RS3 - will take you five minutes.

Edited by euphoricmess on Friday 7th December 12:05

you are 100% not getting this.

Lets strip away all your assumptions about i just want to rag someone elses RS3 around all day etc and look at the facts.

1) im getting rid of my reasonably new performance audi (2016)
2) i have been looking at a newer performance audi.

would that not be worth 2 minutes of a salesmans time, just to qualify?

The OP was not about i didn't get the car for a test drive, it was about no one even bothered to follow up on two flags that make me more of a serious buyer than those wondering in and kicking tyres.

[PixelpeepS3]

euphoricmess said:

PixelpeepS3 said:

you are 100% not getting this.

Lets strip away all your assumptions about i just want to rag someone elses RS3 around all day etc and look at the facts.

1) im getting rid of my reasonably new performance audi (2016)
2) i have been looking at a newer performance audi.

would that not be worth 2 minutes of a salesmans time, just to qualify?

The OP was not about i didn't get the car for a test drive, it was about no one even bothered to follow up on two flags that make me more of a serious buyer than those wondering in and kicking tyres.

If i missed the bit where you had expressed an interest to someone within the sales team about looking at a newer performance audi then I apologise. The way I had interpreted it was that you had not done that simple step.

I was talking to the service adviser they assigned me, telling them the two facts that no one followed up on.

if you read some of the other posts of mine in this thread you'll see the other point about sales & service not working together and the fact that when i was in the game, 7 odd years ago, it was different, we were different, we would use ANY opportunity to try and get a lead by working smarter and joined up.

The other thing i don't think you get is that i'm in no rush, but i am impulsive

spare cash + sign off from the missus + just got rid of a fun car + now have no fun car + in an audi showroom chatting about a new audi..

the whim has now passed - and they could have very easily converted it into a sale, when i was in the frame of mind (and in the bloody showroom)

so fk um - i'm just trying to give some feedback as a customer to the bods that work in that industry.. i'm £8 better off because i didn't buy the car... natwest have 'rewarded' me for leaving the money in the account lol.

[PixelpeepS3]

WonkeyDonkey said:

If you already have your commuting cars how come you're looking at an Audi as a weekend car?

Different strokes for different folks and all that but I wouldn't have thought they're that special or involving for just weekend jollies.

Surely the beauty of them kind of cars is that they are a more than capable daily.

My commute is a 140 mile round trip - whilst every mile of that was entertaining in the S3, it was just like throwing money away. bought a diesel Civic which turns a £45 daily cost to a £13 daily cost

Buttttttt.. i need something fun to use on a friday to work or for the old outing - i would literally go out of my mind if the most exciting car in our fleet was a 120bhp diesel !

[PixelpeepS3]

WonkeyDonkey said:

PixelpeepS3 said:

My commute is a 140 mile round trip - whilst every mile of that was entertaining in the S3, it was just like throwing money away. bought a diesel Civic which turns a £45 daily cost to a £13 daily cost

Buttttttt.. i need something fun to use on a friday to work or for the old outing - i would literally go out of my mind if the most exciting car in our fleet was a 120bhp diesel !

Fair enough, that's a longer commute than I'd be comfortable with so not surprised you want something different/nicer when not commuting!

TTRS / 981 boxster S and if i could squeeze it a Nissan GTR complete the 4 car conundrum

[PixelpeepS3]

Superleg48 said:

Incredible sense of entitlement mixed with pepperings of arrogance being expressed by some posters. Fortunately balanced by some grounded good sense attitudes by others.

A courtesy car is a courtesy car. Provided out of courtesy to minimise the basic inconvenience of leaving your car for a service for a day or so. If it is different to your car or even not to your taste or forces you to move a seat forward on a 3 door instead of having a 5 door, for example, so what? It is a free car which you have to “put up with” for a day. Unbelievable really.

For those that feel annoyed because no one is recognising their possible intent to buy another or feels communication could be better between sales and service...arrange a proper test drive with Sales. The Service Team is for servicing and the Sales Team is for selling. It isn’t hard to understand that is how it works. You may prefer it to work differently, but guess what? Often times it is what it is. Roll with it and stop feeling so “offended”. It is a ridiculous non issue in the grand scheme of things.

Wow you've used a lot of words just to say you don't understand the point of the thread.

Customer service is an art - you either get it, or you don't - I see both your directorships are quite recent so maybe you're new to the business world?

I'll break down the points i am making, in case they've been lost in translation.

1) if a customer drives a 5 door, chances are they need the extra doors - if you can't supply a 5 door then at least acknowledge you cant offer it.

The fact this was ignored and not addressed shows a lack in understanding the customer (or even caring)

2) Sales don't work with service you're saying? i think i was saying that too? - but why don't they? If sales didn't sell, service would be out of a job. they all work for the same company who's SOLE purpose is to make money. I was asking WHY don't they - because they used to.

none of these facts changed my life in any way, i have no sense of entitlement, it was just an observation which led to questions on a thread.

Edited by PixelpeepS3 on Monday 10th December 11:13

[PixelpeepS3]

Superleg48 said:

Did you spend a long time studying to achieve that level of condescending or does it just come naturally to you? It is slightly creepy that you should dig into my background to arm yourself with something to patronise me about, not to mention concerning that you are motivated to do so.

Superleg48 then said:

I shall not even waste a breath responding to your rudeness.