Dealer attitudes
Discussion
dr bob said:
lazyitus said:
I always found it odd. A customer could try and have the last word by crowing 'We bought a BMW instead'. When all the time, they have deprived themselves of the car they always wanted.
Odd.
probably most effective to turn up at said dealer in the car you wanted but purchased from a different franchise, "who will also be getting all the servicing work too"
Thats taking pettiness to a new level.
bermyandy said:
But why change your choice of car just because the salesmen was a tw*t?
Search me 
but people do. bermyandy said:
Can you not request another salesmen, or go to a different dealer?
You'd have thought so, wouldn't you? Which backs up my whole point.
lazyitus said:
I will never cease to be amused by the cocky customer who 'bought something else' just because they didn't get the service they were after.
My point is that if said cocky customer went out to buy a Mercedes Benz, because that's what they wanted BUT ended up buying a BMW because they never received the attention that they thought they deserved - it begs the question, were they looking for a car or just the right customer attitude?
Surely, they are cutting their nose off to spite their face as it was a MERC that they always wanted? If this isn't the case, they were always going to buy the BMW anyway?
I always found it odd. A customer could try and have the last word by crowing 'We bought a BMW instead'. When all the time, they have deprived themselves of the car they always wanted.
Odd.
My point is that if said cocky customer went out to buy a Mercedes Benz, because that's what they wanted BUT ended up buying a BMW because they never received the attention that they thought they deserved - it begs the question, were they looking for a car or just the right customer attitude?
Surely, they are cutting their nose off to spite their face as it was a MERC that they always wanted? If this isn't the case, they were always going to buy the BMW anyway?
I always found it odd. A customer could try and have the last word by crowing 'We bought a BMW instead'. When all the time, they have deprived themselves of the car they always wanted.
Odd.
Not really, in my experiance all the main smart dealers have been the same, arrogant, rude, cant be arsed, lie We tried the one local to us at the time and they wouldn't give us the time of day, on to the next one, same attitude, onto the next one, not quite as bad until they got our money then terrible. If the mrs haddn't wanted one so badly then I would have brought somthing else. Needless to say they didn't get the servicing etc afterwards.
If the marque allows one dealer to be shite then whats to say the others arn't? I know the smart example probably isn't a good one and most of the main dealers are shoved in the corner of merc dealerships so the commision is peanuts compaired to there usual fodder. The stupid thing is, after our experience with smart we would never even contenplate buying anything from one of the MB brands.
Having run a business, you just cant tell who is serious and who's not, for instance a guy walked into my shop to use the toilet as his kid had dropped and ice cream all over himself and the guys car, while he's son is cleaning himself up, he buys the most expensive thing we had in at the time, over 3k, pays cash there and then, we though he was joking! If we had told him to f'off and find a public toilet we'd have lost that sale.
smilerbaker said:
If the marque allows one dealer to be shite then whats to say the others arn't?
This always amazes me - manufacturers surely use mystery shoppers? The results must be horrendous, yet nothing seems to change. My daughter has had Saturday jobs in a couple of high street stores and in both there was a *huge* enquiry if the shop got a bad report.
I recall the MD of Alfa Romeo recently saying he'd visited dealers unannounced and was absolutely horrified by the treatment (or, generally, the lack of it) that he got. There must have been some interesting conversations with dealer principals after that!
The Dealer is your enemy.
He might try and make out he is your friend, but the reality is that you and he will disagree on how every single aspect of the sale should be run.
He wants to not give a test drive.
He wants to give you nothing for trade in.
He wants to sell the car above book.
He wants to sell a finance package which is a poor deal.
Ignore his attitude. Force him to pay attention to you and give you a test drive. It's a war between you and him. You win if you can get the car while he makes just enougth to cover his time and costs, he wins if he can sting you on any of the above.
He might try and make out he is your friend, but the reality is that you and he will disagree on how every single aspect of the sale should be run.
He wants to not give a test drive.
He wants to give you nothing for trade in.
He wants to sell the car above book.
He wants to sell a finance package which is a poor deal.
Ignore his attitude. Force him to pay attention to you and give you a test drive. It's a war between you and him. You win if you can get the car while he makes just enougth to cover his time and costs, he wins if he can sting you on any of the above.
Personally, i'd prefer it if when i walked into a showroom, someone said "Hello" to me (if they were free to do so) and then left me to my own devices until i asked them for some information or help.
Seems to me that people are always complaining when they don't get subservient salespeople, complaining when they get pushy salespeople, complaining about blah, blah, blah.
I don't agree with the whole "dress to impress" argument either. My appearance has nothing to do with my purchasing ability but i do confess that the sort of person who can afford a more upmarket car will usually be dressed accordingly.
All i think we as the buying public can ask for out of a car salesman is that he/she listens to our requirements and responds accordingly. All they can ask for out of the public is to accept the fact that they are trying to make as much profit out of us as they can and that it is up to the customer to get the best deal out of the salesperson - it's all about getting the best for both parties.
At the end of the day, it's can accept that certain salespeople have an attitude based on experience but along with many other posters here, i believe that we should all be treated the same. It's the salespersons job to weedle out the timewasters from the serious purchasers.
Oh, and to the Fiat salesman in Silverlink, when i say i'm looking at a Grande Punto purely as a an exercise in seeing what the quality was like and admiring the styling, please don't take that as a sign that i want to buy a Stilo. Furthermore, don't then say you want to show me something after said discussion and take me to the parking lot to show me another Stilo.
Back to listening school sales dude.
Seems to me that people are always complaining when they don't get subservient salespeople, complaining when they get pushy salespeople, complaining about blah, blah, blah.
I don't agree with the whole "dress to impress" argument either. My appearance has nothing to do with my purchasing ability but i do confess that the sort of person who can afford a more upmarket car will usually be dressed accordingly.
All i think we as the buying public can ask for out of a car salesman is that he/she listens to our requirements and responds accordingly. All they can ask for out of the public is to accept the fact that they are trying to make as much profit out of us as they can and that it is up to the customer to get the best deal out of the salesperson - it's all about getting the best for both parties.
At the end of the day, it's can accept that certain salespeople have an attitude based on experience but along with many other posters here, i believe that we should all be treated the same. It's the salespersons job to weedle out the timewasters from the serious purchasers.
Oh, and to the Fiat salesman in Silverlink, when i say i'm looking at a Grande Punto purely as a an exercise in seeing what the quality was like and admiring the styling, please don't take that as a sign that i want to buy a Stilo. Furthermore, don't then say you want to show me something after said discussion and take me to the parking lot to show me another Stilo.
Back to listening school sales dude.
ohopkins said:
The Dealer is your enemy.
He might try and make out he is your friend, but the reality is that you and he will disagree on how every single aspect of the sale should be run.
He wants to not give a test drive.
He wants to give you nothing for trade in.
He wants to sell the car above book.
He wants to sell a finance package which is a poor deal.
Ignore his attitude. Force him to pay attention to you and give you a test drive. It's a war between you and him. You win if you can get the car while he makes just enougth to cover his time and costs, he wins if he can sting you on any of the above.
He might try and make out he is your friend, but the reality is that you and he will disagree on how every single aspect of the sale should be run.
He wants to not give a test drive.
He wants to give you nothing for trade in.
He wants to sell the car above book.
He wants to sell a finance package which is a poor deal.
Ignore his attitude. Force him to pay attention to you and give you a test drive. It's a war between you and him. You win if you can get the car while he makes just enougth to cover his time and costs, he wins if he can sting you on any of the above.
Good summary.
lenny007 said:
Personally, i'd prefer it if when i walked into a showroom, someone said "Hello" to me (if they were free to do so) and then left me to my own devices until i asked them for some information or help.
A good point. This is where a dealer can't win. Some customers are happier to be free to browse without having somebody crawling around on their knees behind them. Others demand a red carpet and forced sex on tap as soon as they enter a showroom.
The best bet is for a swift greeting and the offer of assistance as and when the customer requires it. But even this is sometimes frowned upon by the insecure customer who always demands a boot licking ceremony because 'he's the buyer'.
ohopkins said:
The Dealer is your enemy.
He might try and make out he is your friend, but the reality is that you and he will disagree on how every single aspect of the sale should be run.
He wants to not give a test drive.
He wants to give you nothing for trade in.
He wants to sell the car above book.
He wants to sell a finance package which is a poor deal.
Ignore his attitude. Force him to pay attention to you and give you a test drive. It's a war between you and him. You win if you can get the car while he makes just enougth to cover his time and costs, he wins if he can sting you on any of the above.
He might try and make out he is your friend, but the reality is that you and he will disagree on how every single aspect of the sale should be run.
He wants to not give a test drive.
He wants to give you nothing for trade in.
He wants to sell the car above book.
He wants to sell a finance package which is a poor deal.
Ignore his attitude. Force him to pay attention to you and give you a test drive. It's a war between you and him. You win if you can get the car while he makes just enougth to cover his time and costs, he wins if he can sting you on any of the above.
Interesting points, i'll address them from my own perspective if I may:
"The Dealer is your enemy."
It's not a war.
"He might try and make out he is your friend, but the reality is that you and he will disagree on how every single aspect of the sale should be run."
Not necessarily. Everyone has different needs and it's a question of qualifying your customer to ascertain those needs and therefore adapt the sales process to suit.
"He wants to not give a test drive."
The test drive is an integral part of the sales process, I wouldn't be doing my job properly if I didn't offer you a test drive. The last thing I want 2 weeks after you taking delivery is a phone call saying you don't like it.
"He wants to give you nothing for trade in."
We'll give you what we it's worth within the trade, ie, what another dealer/trader is prepared to write a cheque out for. That is your cars TRUE worth.
"He wants to sell the car above book."
If our cars were over priced against the rest of the market, we'd go bust pretty quickly as no-one would walk through the door. Some cars do fetch into book, Audi A4 Cabs being one at the moment, Porsche 911 Turbos are another.
"He wants to sell a finance package which is a poor deal."
We do earn commission from finance, it's incremental business for us. However, it can work out beneficial for a customer to consider dealer finance even though the APRs are often higher than direct lenders. Secured/Fixed loans, voluntary termination rights, manufacturer supported deposit contributions etc. Again, it all boils down to qualification, I for one am never going to bury a customer as repeat business is the name of the game for us.
"Ignore his attitude. Force him to pay attention to you and give you a test drive. It's a war between you and him. You win if you can get the car while he makes just enougth to cover his time and costs, he wins if he can sting you on any of the above"
You shouldn't have to force him to pay attention to you or give you a test drive, he should do these things automatically. You don't win if we make just enough to cover time and costs, we've also got to make a profit to stay afloat. We're not looking to sting anyone, we do want to make a profit that is reasonable for the price of vehicle we are selling. An average profit per unit of £1,000 is not a huge amount to ask for on cars that cost in excess of £30,000 is it?
I firmly believe there should be greater understanding between the consumer and the dealer, sadly however, whilst there are still bad eggs in the motortrade and lazy salesman. People will always consider it to be a 'battle'. I'll close this post by suggesting that we're not all bad, some of us pride ourselves on quality customer service and care. When you find a good dealer, please support then and make the best use of their services.
Edited by Phil Hopkins on Tuesday 22 August 10:32
spot the salesmen. Seriously guys, get over it. Try before you buy is my motto, & although I couldn't afford it then, I can now, so those cars I liked, I look to buy, those cars I didn't, I don't. Do you really want me to show sympathy to the salemen who's 30 mins of time I wasted? Do you want me to feel guilt because he didn't make a sale & his children will go hungry? Dare I suggest if times are that tough for the poor car salesman, they go & work at the BMW dealers Saabyfox was so unwelcome in, as they are clearly raking it in?
FWIW, I think it takes a certain type of person to become a used car salesman. Sure, there are a few exceptions to the rule, but that's the very reason why they are all tared with the same brush. They make it so easy for us to do so. Look at all the horror salesman stories on this very thread, & there's only one timewaster, that's willing to admit it (me) & that was 10 years ago, so I reckon it evens up somewhere along the line.
For the record, I would never buy a car from a dealer, because 99% of the time, when you return with a problem, they look at you like you just stepped in dogdirt. They don't care, they have their money, they've done their bit, but most importantly, the mortgage has been paid for another month (Phew!)
Edited by gwaredd on Tuesday 22 August 10:37
I went to a BMW dealer last week as the headlight bulb had gone, so poped in to get a bulb, £11 pounds lighter I asked if someone could fit it for me as I was in my suit and had a meeting to go to and didnt want to get dirty.
The parts bloke tells me that they can do it but there will be a charge! For fitting a light bulb! I said that my car is due for a renewal in 4 months and I was thinking about getting an Audi anyway, he then said they will send someone to change it Free of charge and then made a big deal about it.
Frickin cheeky buggers
The parts bloke tells me that they can do it but there will be a charge! For fitting a light bulb! I said that my car is due for a renewal in 4 months and I was thinking about getting an Audi anyway, he then said they will send someone to change it Free of charge and then made a big deal about it.
Frickin cheeky buggers
gwaredd said:
spot the salesmen. Seriously guys, get over it. Try before you buy is my motto, & although I couldn't afford it then, I can now, so those cars I liked, I look to buy, those cars I didn't, I don't. Do you really want me to show sympathy to the salemen who's 30 mins of time I wasted? Do you want me to feel guilt because he didn't make a sale & his children will go hungry? Dare I suggest if times are that tough for the poor car salesman, they go & work at the BMW dealers Saabyfox was so unwelcome in, as they are clearly raking it in?
FWIW, I think it takes a certain type of person to become a used car salesman. Sure, there are a few exceptions to the rule, but that's the very reason why they are all tared with the same brush. They make it so easy for us to do so. Look at all the horror salesman stories on this very thread, & there's only one timewaster, that's willing to admit it (me) ,so I reckon it evens up somewhere along the line.
For the record, I would never buy a car from a dealer, because 99% of the time, when you return with a problem, they look at you like you just stepped in dogdirt. They don't care, they have their money, they've done their bit, but most importantly, the mortgage has been paid for another month (Phew!)
Spot the sweeping generalisations. That's like me saying 'All buyers are liars'.
A load of complete toss.
lazyitus said:
This thread is seriously funny. There are loads of fellow Pistonheaders on here getting really angry.
I'm not angry, I just don't particularly like being tarred by the 'dodgy salesman' brush just because people have had bad experiances. I don't automatically expect a customer to be a complete tit just because i've had my fair share of them. Everyone is different.
Phil Hopkins said:
lazyitus said:
This thread is seriously funny. There are loads of fellow Pistonheaders on here getting really angry.
I'm not angry, I just don't particularly like being tarred by the 'dodgy salesman' brush just because people have had bad experiances. I don't automatically expect a customer to be a complete tit just because i've had my fair share of them. Everyone is different.
It wasn't specifically aimed at you, Phil.
I know where you're coming from. A thread like this will always attract the moaning customer type. Many of which haven't got the balls to air their views in a showroom. Instead, they'd rather run to another dealership looking for some white flag waving numpty.
Phil Hopkins said:
I don't automatically expect a customer to be a complete tit just because i've had my fair share of them. Everyone is different.
However, I think you will find most customers expect all salesmen to be complete tits, and that none are different
Edited by bermyandy on Tuesday 22 August 10:46
bermyandy said:
Phil Hopkins said:
I don't automatically expect a customer to be a complete tit just because i've had my fair share of them. Everyone is different.
However, I think you will find most customers expect all salesmen to be complete tits, and that none are different
Edited by bermyandy on Tuesday 22 August 10:46
I'm really fighting a losing battle here. Perhaps I should quit a job I enjoy and go and work in a 'respectable' career.
Edited by Phil Hopkins on Tuesday 22 August 10:49
Please note the all important 'few exceptions' part in my post, but you could say the same for buyers, yes. How many buyers go in & are 100% honest about how much they want for their car & how much they are willing to spend?
I recall this fine example of a salesman. I was so enraged I had to restrain myself:
I was in my local BMW dealers waiting for a part & I overhear a woman talking to a salesman. She wanted to trade her X3 2.0d in for a new X5 3.0d but was concerned about how much fuel it would use over her X3. The salesman blatantly lied & told her that because it was the new 3.0L engine, it would more than likely be better than her old X3. She could "expect around the high 30's in town & on a run, 40 - 50 mpg easily" With that happy news, she signed on the spot. Imagine her horror when she books it in to be looked at because it's only doing high 20's at best, so there must be something wrong with it, because the charming salesman said it would do XXX mpg, but of course, he never said that did he, & anyway, he doesn't care now, he's got his commision.
It's examples like that, along with the others in this thread, that make us tar you all with the same brush I'm afraid Phil. Nice guys finish last & all that...
I recall this fine example of a salesman. I was so enraged I had to restrain myself:
I was in my local BMW dealers waiting for a part & I overhear a woman talking to a salesman. She wanted to trade her X3 2.0d in for a new X5 3.0d but was concerned about how much fuel it would use over her X3. The salesman blatantly lied & told her that because it was the new 3.0L engine, it would more than likely be better than her old X3. She could "expect around the high 30's in town & on a run, 40 - 50 mpg easily" With that happy news, she signed on the spot. Imagine her horror when she books it in to be looked at because it's only doing high 20's at best, so there must be something wrong with it, because the charming salesman said it would do XXX mpg, but of course, he never said that did he, & anyway, he doesn't care now, he's got his commision.
It's examples like that, along with the others in this thread, that make us tar you all with the same brush I'm afraid Phil. Nice guys finish last & all that...
Perhaps i'm fortunate in a sense to work for a family owned small dealership. I've never experianced the darker side of the motor trade and I certainly would never want to.
I started at this company as a temp answering the phone and stuffing envelopes. It was always drummed into me from the very beginning to be completely honest and that customer service is key. Because of where we're based, the legnth of time we've been in business and the product we sell, we have a pretty loyal customer base and therefore a lot of repeat business. I can't see my MD jeapordising that to make a quick buck.
Some customers do blatantly lie to you. A lot don't. I approach each person with a completely open mind, I expect people to do that when they approach me as their initial point of contact within the company. Perhaps i'm being idealistic, I certainly hope that's not the case though.
I started at this company as a temp answering the phone and stuffing envelopes. It was always drummed into me from the very beginning to be completely honest and that customer service is key. Because of where we're based, the legnth of time we've been in business and the product we sell, we have a pretty loyal customer base and therefore a lot of repeat business. I can't see my MD jeapordising that to make a quick buck.
Some customers do blatantly lie to you. A lot don't. I approach each person with a completely open mind, I expect people to do that when they approach me as their initial point of contact within the company. Perhaps i'm being idealistic, I certainly hope that's not the case though.
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