The Car Salesman's Thread
Discussion
Fox- said:
AtticusFinch said:
Sounds like a Sytner script (It's called educating the customer and works)
Never had that when I bought a car from them last year. Nor did I have any subsequent followup or questionairre or infact anything. All I get is email spam every 3 months about the olympics 
AtticusFinch said:
Not a complaint but a survey carried out from the Manufacturer after taking delivery of a new car.
In this instance the customer would "only" give a "very good" score this qualifies as an 8 out of 12 score so £100 fine for the salesman involved.
Completely satisfied gives a 10 out of 12
Extremely satisfied gets a 12 out of 12 (bingo bonus time)
Now I have to admit being a person who never gives a top score (where's the room for improvement then) so you have to feel sorry for these guys. How can I be any more satisfied than Completely?
what? you get fined even though you get "very good" score? hmmm...In this instance the customer would "only" give a "very good" score this qualifies as an 8 out of 12 score so £100 fine for the salesman involved.
Completely satisfied gives a 10 out of 12
Extremely satisfied gets a 12 out of 12 (bingo bonus time)
Now I have to admit being a person who never gives a top score (where's the room for improvement then) so you have to feel sorry for these guys. How can I be any more satisfied than Completely?
crazy about cars said:
AtticusFinch said:
Not a complaint but a survey carried out from the Manufacturer after taking delivery of a new car.
In this instance the customer would "only" give a "very good" score this qualifies as an 8 out of 12 score so £100 fine for the salesman involved.
Completely satisfied gives a 10 out of 12
Extremely satisfied gets a 12 out of 12 (bingo bonus time)
Now I have to admit being a person who never gives a top score (where's the room for improvement then) so you have to feel sorry for these guys. How can I be any more satisfied than Completely?
what? you get fined even though you get "very good" score? hmmm...In this instance the customer would "only" give a "very good" score this qualifies as an 8 out of 12 score so £100 fine for the salesman involved.
Completely satisfied gives a 10 out of 12
Extremely satisfied gets a 12 out of 12 (bingo bonus time)
Now I have to admit being a person who never gives a top score (where's the room for improvement then) so you have to feel sorry for these guys. How can I be any more satisfied than Completely?
t.The annoying thing is that if you fill out the JLR satisfaction survey on iphone or ipad it only registers one answer - f
ked score.Grenoble said:
AtticusFinch said:
CS follow ups are only on new cars!!
Really?I go one from Sytner for a used A6. And I get one each time it is serviced or has work done. To be fair aside from the price, my local Audi place is pretty good, so they normally get "exceptionals/outstanding"
crazy about cars said:
what? you get fined even though you get "very good" score? hmmm...
Yes, the retail motor industry uses both the stick and the carrot approach. With budgets being ever tightened, we tend to see more stick deployed than carrot dangled. Maintaining a CSI score (measured against new car sales only) over a target percentage over a rolling six month period used to pay a bonus per car delivered in a given quarter (new, used, Motability and fleet, so quite a bunce all told).
Now there's the manufacturer score (again, measured against new only) and the company's own (measured against new, used, buyers and crucially, non-buyers alike) CS agenda to satisfy. Fail to maintain the target %ages over a month and you won't be earning any commission from any finance or add-on sales that month.
As has been said, the times - they are a'changin.
The penalties for failing manufacturer and dealer mystery shops are also financially disadvantageous and it's not like they've overly generous in the first place any more. For a given number of units, profit made, finance penetration rate and on/above target add-on sales, I'm earning around 50% of the commission I would have previously, along with a basic salary cut by 25-33%...
Edited by Zwolf on Thursday 4th October 20:40
Zwolf said:
Yes, the retail motor industry uses both the stick and the carrot approach. With budgets being ever tightened, we tend to see more stick deployed than carrot dangled.
Maintaining a CSI score (measured against new car sales only) over a target percentage over a rolling six month period used to pay a bonus per car delivered in a given quarter (new, used, Motability and fleet, so quite a bunce all told).
Now there's the manufacturer score (again, measured against new only) and the company's own (measured against new, used, buyers and crucially, non-buyers alike) CS agenda to satisfy. Fail to maintain the target %ages over a month and you won't be earning any commission from any finance or add-on sales that month.
As has been said, the times - they are a'changin.
Whoa, didn't realise it's that demanding in car sales. From a customer's POV maintaining good CS is definitely important. This will be a big deciding factor for repeat business - well at least for me it is. I've spent extra at a dealership recently because of the excellent CS I've received (I could've literally saved hundreds of pounds getting it done at an indie instead).Maintaining a CSI score (measured against new car sales only) over a target percentage over a rolling six month period used to pay a bonus per car delivered in a given quarter (new, used, Motability and fleet, so quite a bunce all told).
Now there's the manufacturer score (again, measured against new only) and the company's own (measured against new, used, buyers and crucially, non-buyers alike) CS agenda to satisfy. Fail to maintain the target %ages over a month and you won't be earning any commission from any finance or add-on sales that month.
As has been said, the times - they are a'changin.
Zwolf said:
As has been said, the times - they are a'changin.
The old skill base is going and replaced by box tickers.A true story: Customer upset for one reason or another. Could easily been taken on by another salesman. Shown some good service and a bit of groveling would have ordered a car.
Did anyone want to take them on........................no.
A less than exceptional CS score would have wiped out possible commission.
How perverse is that!!!
AtticusFinch said:
Zwolf said:
As has been said, the times - they are a'changin.
The old skill base is going and replaced by box tickers.A true story: Customer upset for one reason or another. Could easily been taken on by another salesman. Shown some good service and a bit of groveling would have ordered a car.
Did anyone want to take them on........................no.
A less than exceptional CS score would have wiped out possible commission.
How perverse is that!!!
And, importantly, who never talks to people who are.
SpeckledJim said:
Unintended consequences. What happens when the scheme is designed by a chap in HQ who was never a salesman, never an SM and never a DP.
And, importantly, who never talks to people who are.
Ah, but said chappie/ess has a marketing degree, so doesn't need all that stuff...And, importantly, who never talks to people who are.
Zwolf said:
SpeckledJim said:
Unintended consequences. What happens when the scheme is designed by a chap in HQ who was never a salesman, never an SM and never a DP.
And, importantly, who never talks to people who are.
Ah, but said chappie/ess has a marketing degree, so doesn't need all that stuff...And, importantly, who never talks to people who are.
Conference over.
Zwolf said:
SpeckledJim said:
Listen, i've drawn a very complicated process diagram that ensures that there are no dissatisfied customers, so don't bring me fukcing "what ifs" about people who don't exist. Now, go back to the provinces and shift some cars.
Conference over.
Conference over.
SpeckledJim said:
Unintended consequences. What happens when the scheme is designed by a chap in HQ who was never a salesman, never an SM and never a DP.
And, importantly, who never talks to people who are.
Not everyone who works for a manufacturer, has never been a salesman, sales manager, GM. We are in the minority though!And, importantly, who never talks to people who are.
Zwolf said:
"Very good" = "not good enough".
If there's just one bit of leverage buyers could use in their favour, it's to bribe us with returning 100% >insert superlative of choice< CSI scores.
No longer is it "Straightforward cash deal, no PX".
Its more likely to works in the salespersons favour, no sale = no CS survey to worry about, so you only sell to nice people who buy cars, finance, GAP, paint protection, service plan, minor damage insurance, protection insurance that looks after all the other insurance, etc etc If there's just one bit of leverage buyers could use in their favour, it's to bribe us with returning 100% >insert superlative of choice< CSI scores.
No longer is it "Straightforward cash deal, no PX".
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