Ask a car salesman anything...anything at all.
Discussion
Fast Bug said:
Also the factory that produces 12 month old cars is broken.
skip_1 said:
Also I'd imagine most salespeople are extroverts and possibly not understand why.
Most, but certainly not all.It is an odd profession for an introvert, but there are ways in which it can work well for you, especially since more communication is going remote rather than face-to-face, so it's starting to suit me - I have colleagues that won't even touch e-leads or Carwow for instance.When you look back at the split of methods of enquiry, there are vastly more coming in via those channels than the traditional visit or phone call, so there is great opportunity there and doubtless much of it going missed.
Most introverts in the trade gravitate towards fleet sales as you're much less at the mercy of people ringing up or walking in, intruding upon your consciousness, business discussions tend to happen by appointment, so you can plan and prepare and you have advance notice of the general aims of what the customer wants to achieve.
You tend to then have a book of contacts with whom you're in regular contact, selling multiple cars to over time and have an ongoing relationship, rather than the more superficial, temporary ones formed with retail customers to shift one unit and you might next have that opportunity in a few years' time, so you need a much larger book of prospects and customers to work from.
Plus fleet tend to work Mon-Fri normal office hours, occasionally Sat half days, usually used for admin and only there because the retail salespeople get the arse because they have to work all day and some Sundays (ignoring that's when their greatest opportunity tends to lie, whereas the opposite is true for the fleet/B2B sales exec).
A sensible sales manager should try and have at least one more introverted type salesperson on their team as that person will help do business that their more extra colleagues manage to alienate/lose the business. A lot of professionals like architects, accountants, most doctors seem to be more introverted so I've tended to always do better with those than others and colleagues are happy to pass them over.
You get a sense very quickly whether or not you're going to be able to click sufficiently with someone or if your personality types are fundamentally at odds, so it makes sense to pass them over to a more compatible colleague.
Dan W. said:
Jbradshaw said:
Where I work, the use of personal mobile phones is not permitted except for during a break. However, I do have access to email throughout the day.
I will be able to converse with a salesman throughout the day and they will get timely responses. If they call my mobile it will go unanswered until I get home.
If a dealer doesn’t want to communicate with me over email then I’ll look elsewhere. I have bought 3 cars over email, only making calls to pay deposit etc. One of these was over 3 hours drive away and was painless.
It is obvious from some of the comments in this thread that a lot of dealers don’t like email contact and much prefer face to face or phone call. That’s fine if that is your preferred method but you have to realise that one size doesn’t necessary fit with all of your potential customers. Please don’t just assume that all emails are just a waste of time.
Thanks for this thread - this is my first post on it. Very interesting from all angles. Hope it keeps going.
very well put.I will be able to converse with a salesman throughout the day and they will get timely responses. If they call my mobile it will go unanswered until I get home.
If a dealer doesn’t want to communicate with me over email then I’ll look elsewhere. I have bought 3 cars over email, only making calls to pay deposit etc. One of these was over 3 hours drive away and was painless.
It is obvious from some of the comments in this thread that a lot of dealers don’t like email contact and much prefer face to face or phone call. That’s fine if that is your preferred method but you have to realise that one size doesn’t necessary fit with all of your potential customers. Please don’t just assume that all emails are just a waste of time.
Thanks for this thread - this is my first post on it. Very interesting from all angles. Hope it keeps going.
I have it on our dealer website that we provide 40+pics, a HD video walkround showing car running no warning lights, brief overview of features options etc between 2-5mins.
We now have it so that customers can actually place a deposit online to secure the car based on the accurate advert information and then arrange to view. Have done 2 sales so far that have been nothing more than click and collect with a quick test drive on handover.
Change is good and I like the way its going.
JimmyConwayNW said:
These type of dealers make it easier for me, if someone emails in I email them back its the method they have chosen to communicate in.
It's funny. The most recent lot of dealer sales training I've attended acknowledged this and gave best practice of never "switch (communication) channels" on a customer, if they choose to switch, they will. It's the influence of managers stuck in more traditional modes of business practice - because it always worked for them "back in the day" - insisting upon always speak on the phone, keep calling prospects to the point of harassment and being proud that they love taking the customer complaints that a sales exec is ringing them too much etc.
"When did you last speak to that lead?"
"I emailed them yesterday afternoon"
"No, when did you actually f**king SPEAK to them, like a human being?
"It's all been by e-mail so far, they haven't supplied a contact number"
"You can't even get a phone number out of them, you'll never get a dipper out of them then as long as I've go ta hole up my arse, what do I pay you for?, not to sit here and tap away all day"
Etc.
We embrace e-mail and electronic enquiries, we put a hell of a lot into electronic advertising as we know it is the future, recently I sold a new car entirely via e-mail, the guy transferred the deposit to us, I have never spoken to him, however there is a hell of a lot of dross out there and some people make it very hard when you do actually start to engage in any "dialogue".
61% of our enquiries are electronic, we have a 3-4% conversion which is standard for the SE of England.
61% of our enquiries are electronic, we have a 3-4% conversion which is standard for the SE of England.
JimmyConwayNW said:
These type of dealers make it easier for me, if someone emails in I email them back its the method they have chosen to communicate in.
I have it on our dealer website that we provide 40+pics, a HD video walkround showing car running no warning lights, brief overview of features options etc between 2-5mins.
We now have it so that customers can actually place a deposit online to secure the car based on the accurate advert information and then arrange to view. Have done 2 sales so far that have been nothing more than click and collect with a quick test drive on handover.
Change is good and I like the way its going.
That will see you business to grow, emailing, whats app etc is the way younger people communicate so where the elder generation would always phone that will slowly change as younger people grow old.I have it on our dealer website that we provide 40+pics, a HD video walkround showing car running no warning lights, brief overview of features options etc between 2-5mins.
We now have it so that customers can actually place a deposit online to secure the car based on the accurate advert information and then arrange to view. Have done 2 sales so far that have been nothing more than click and collect with a quick test drive on handover.
Change is good and I like the way its going.
Pictures are key, 10 years ago you would either limit yourself to buying local because you wouldn't travel, you relied on the local paper and Autotrader. Now with the internet you can find your ideal car quickly, if the dealer puts lots of pictures and videos up there is no reason why you need to view the car before purchase, simply agree the deal put a deposit down and the first time you view it is usually the day of collection. Those that hound you by phone will be the ones that lose out. In the UK 1 in 7 have a hearing loss and may choose to contact by email as they find being on the phone difficult, you are potentially cutting your customer base.
skip_1 said:
As an introvert I prefer to make enquiries by email. Speaking on the phone or face to face I dislike massively. Obviously I can do it but I'd prefer not to to the extent I'll screen calls and only call back if absolutely necessary.
Also I'd imagine most salespeople are extroverts and possibly not understand why.
Not really. Lots of sales guys and directors are introverted. We don't all do the usual patter, much like in any other job you get a mix.Also I'd imagine most salespeople are extroverts and possibly not understand why.
I'm introverted naturally and find with the older generation, nervous youngsters and cautious families a quieter approach works really well so long as you keep in mind the same desired outcome of a sale. I can turn on a bit of brash talk if needed but mostly, as a company, we don't. It's more important the punter gets the right car and advice so they don't get buyers remorse or scream two weeks down the line.
We also don't stock eight year old German stuff or any SUV's or pick ups because we despise dealing with loud, brash punters.
My point is everywhere and everyone's different and you'll find a mix when you've been in the game for a while. Selling new white Audi's and selling used grey Skoda estates take different approaches.
One for the used sales people out there...
Why do some traders (and private sales) obscure the number plate in the advert? Now that we can use MOT history checker and so on, it makes it much easier to do some research on the car before contacting them - and if it checks out, I'm more likely to buy.
Personally, a covered number plate makes me go 'next'
Why do some traders (and private sales) obscure the number plate in the advert? Now that we can use MOT history checker and so on, it makes it much easier to do some research on the car before contacting them - and if it checks out, I'm more likely to buy.
Personally, a covered number plate makes me go 'next'
V12GT said:
One for the used sales people out there...
Why do some traders (and private sales) obscure the number plate in the advert? Now that we can use MOT history checker and so on, it makes it much easier to do some research on the car before contacting them - and if it checks out, I'm more likely to buy.
Personally, a covered number plate makes me go 'next'
To prevent cloning and to give website images a more slick look is the answer.Why do some traders (and private sales) obscure the number plate in the advert? Now that we can use MOT history checker and so on, it makes it much easier to do some research on the car before contacting them - and if it checks out, I'm more likely to buy.
Personally, a covered number plate makes me go 'next'
We sell bog standard used so the risk of cloning is minimal. If you make effort to clone a 2009 Auris crack on.
If I was selling 14 plate M sports and RS models i'd be covering the plates for sure.
grant8064 said:
skip_1 said:
As an introvert I prefer to make enquiries by email. Speaking on the phone or face to face I dislike massively. Obviously I can do it but I'd prefer not to to the extent I'll screen calls and only call back if absolutely necessary.
Also I'd imagine most salespeople are extroverts and possibly not understand why.
Not really. Lots of sales guys and directors are introverted. We don't all do the usual patter, much like in any other job you get a mix.Also I'd imagine most salespeople are extroverts and possibly not understand why.
I'm introverted naturally and find with the older generation, nervous youngsters and cautious families a quieter approach works really well so long as you keep in mind the same desired outcome of a sale. I can turn on a bit of brash talk if needed but mostly, as a company, we don't. It's more important the punter gets the right car and advice so they don't get buyers remorse or scream two weeks down the line.
We also don't stock eight year old German stuff or any SUV's or pick ups because we despise dealing with loud, brash punters.
My point is everywhere and everyone's different and you'll find a mix when you've been in the game for a while. Selling new white Audi's and selling used grey Skoda estates take different approaches.
Luxury / Sports / Prestige stuff is where I usually feel most comfortable, though I did many years in the school playground that was an Audi dealer back in the day. Lots of customers would say "you weren't like all the other salesmen" and since they were usually signing up at the time I took this to be a positive.
Perhaps it's easier for an introvert to step it up and match an extrovert customer's energy than it is is for an extrovert salesman to quieten down for an introvert customer. Consider all those show biz type people, larger than life in their work, who are actually quite private and reserved in their private life.
There's definitely a stereotype associated with car sales but we should recognise that it is just that and that the reality is a broad spread of personality types.
Wooda80 said:
grant8064 said:
skip_1 said:
As an introvert I prefer to make enquiries by email. Speaking on the phone or face to face I dislike massively. Obviously I can do it but I'd prefer not to to the extent I'll screen calls and only call back if absolutely necessary.
Also I'd imagine most salespeople are extroverts and possibly not understand why.
Not really. Lots of sales guys and directors are introverted. We don't all do the usual patter, much like in any other job you get a mix.Also I'd imagine most salespeople are extroverts and possibly not understand why.
I'm introverted naturally and find with the older generation, nervous youngsters and cautious families a quieter approach works really well so long as you keep in mind the same desired outcome of a sale. I can turn on a bit of brash talk if needed but mostly, as a company, we don't. It's more important the punter gets the right car and advice so they don't get buyers remorse or scream two weeks down the line.
We also don't stock eight year old German stuff or any SUV's or pick ups because we despise dealing with loud, brash punters.
My point is everywhere and everyone's different and you'll find a mix when you've been in the game for a while. Selling new white Audi's and selling used grey Skoda estates take different approaches.
Luxury / Sports / Prestige stuff is where I usually feel most comfortable, though I did many years in the school playground that was an Audi dealer back in the day. Lots of customers would say "you weren't like all the other salesmen" and since they were usually signing up at the time I took this to be a positive.
Perhaps it's easier for an introvert to step it up and match an extrovert customer's energy than it is is for an extrovert salesman to quieten down for an introvert customer. Consider all those show biz type people, larger than life in their work, who are actually quite private and reserved in their private life.
There's definitely a stereotype associated with car sales but we should recognise that it is just that and that the reality is a broad spread of personality types.
I have a laid back selling style, I never pressure, people, I let people make their own decisions, I've been told on numerous occasions that I'm great to deal with as I'm chilled, relaxed, never put pressure on, I'm honest (sometimes too honest) and I don't bulls
t.V12GT said:
One for the used sales people out there...
Why do some traders (and private sales) obscure the number plate in the advert? Now that we can use MOT history checker and so on, it makes it much easier to do some research on the car before contacting them - and if it checks out, I'm more likely to buy.
Personally, a covered number plate makes me go 'next'
You’d be surprised how many potential ‘customers’ would put the plate into either we buy any car or auto trader valuation and then question why you won’t sell them for that value as ‘that’s obviously what you would’ve paid for it’Why do some traders (and private sales) obscure the number plate in the advert? Now that we can use MOT history checker and so on, it makes it much easier to do some research on the car before contacting them - and if it checks out, I'm more likely to buy.
Personally, a covered number plate makes me go 'next'
grant8064 said:
To prevent cloning and to give website images a more slick look is the answer.
We sell bog standard used so the risk of cloning is minimal. If you make effort to clone a 2009 Auris crack on.
If I was selling 14 plate M sports and RS models i'd be covering the plates for sure.
I hadn't thought of that or that cloning was really that big a problem, but I guess it could be for higher spec cars (free pass to have no insurance, speed etc...) So it's going to be the mass market, decent spec cars that are most likely to be cloned?We sell bog standard used so the risk of cloning is minimal. If you make effort to clone a 2009 Auris crack on.
If I was selling 14 plate M sports and RS models i'd be covering the plates for sure.
jimmyt1202 said:
You’d be surprised how many potential ‘customers’ would put the plate into either we buy any car or auto trader valuation and then question why you won’t sell them for that value as ‘that’s obviously what you would’ve paid for it’
I have looked at WBAC prices for cars that I'm considering, but I'm not stupid enough to think that that's the price the dealer should be selling it for - you'd have costs plus a margin to make on a basic car and you're not charities... I get that.Private sales is a different matter - start at WBAC and adjust for condition, history and even the owner - what they're like, do you think they've taken good mechanical care of the car. I've recently paid 20% above WBAC on a private sale for a one owner car that was in great condition and had good wad of receipts showing that it had been taken good care of.
Regarding email enquiries, where I work we are more than happy to do everything by email but sometimes its a frustration when you get a certain type of person.
The majority are articulate and straight to the point with what they want its the ones that make you want to chew your own fist off in frustration.
classic example from yesterday. we have a used 2014 ford focus, email comes in just saying is this car still available.....
Sent the usually response yes details of it what we offer and so on, ask him do you wish to book an appointment do you have a part ex sort of questions.
Response, yes I have a 09 fiesta in grey 60k on it, whats mine worth... can I have the reg number please some details of the service history and any damage or issues we need to be aware of.
response, its an 09 plate what do you need to reg for ? its 60k on it just give me a rough price...... its these sorts of emails which get on our tits.
thanked him for the enquiry and said why we need reg number to gain a valuation, and told him to call us to go through some more details as we are already 4 emails in and have not got any further than when we started.
as I say these are rare but seem to be becoming more the norm.
The majority are articulate and straight to the point with what they want its the ones that make you want to chew your own fist off in frustration.
classic example from yesterday. we have a used 2014 ford focus, email comes in just saying is this car still available.....
Sent the usually response yes details of it what we offer and so on, ask him do you wish to book an appointment do you have a part ex sort of questions.
Response, yes I have a 09 fiesta in grey 60k on it, whats mine worth... can I have the reg number please some details of the service history and any damage or issues we need to be aware of.
response, its an 09 plate what do you need to reg for ? its 60k on it just give me a rough price...... its these sorts of emails which get on our tits.
thanked him for the enquiry and said why we need reg number to gain a valuation, and told him to call us to go through some more details as we are already 4 emails in and have not got any further than when we started.
as I say these are rare but seem to be becoming more the norm.
Dan W. said:
Regarding email enquiries, where I work we are more than happy to do everything by email but sometimes its a frustration when you get a certain type of person.
The majority are articulate and straight to the point with what they want its the ones that make you want to chew your own fist off in frustration.
classic example from yesterday. we have a used 2014 ford focus, email comes in just saying is this car still available.....
Sent the usually response yes details of it what we offer and so on, ask him do you wish to book an appointment do you have a part ex sort of questions.
Response, yes I have a 09 fiesta in grey 60k on it, whats mine worth... can I have the reg number please some details of the service history and any damage or issues we need to be aware of.
response, its an 09 plate what do you need to reg for ? its 60k on it just give me a rough price...... its these sorts of emails which get on our tits.
thanked him for the enquiry and said why we need reg number to gain a valuation, and told him to call us to go through some more details as we are already 4 emails in and have not got any further than when we started.
as I say these are rare but seem to be becoming more the norm.
Yep we get alot of that, that is the frustrating thing about e-mail enquiries.The majority are articulate and straight to the point with what they want its the ones that make you want to chew your own fist off in frustration.
classic example from yesterday. we have a used 2014 ford focus, email comes in just saying is this car still available.....
Sent the usually response yes details of it what we offer and so on, ask him do you wish to book an appointment do you have a part ex sort of questions.
Response, yes I have a 09 fiesta in grey 60k on it, whats mine worth... can I have the reg number please some details of the service history and any damage or issues we need to be aware of.
response, its an 09 plate what do you need to reg for ? its 60k on it just give me a rough price...... its these sorts of emails which get on our tits.
thanked him for the enquiry and said why we need reg number to gain a valuation, and told him to call us to go through some more details as we are already 4 emails in and have not got any further than when we started.
as I say these are rare but seem to be becoming more the norm.
We also get alot of "how much per month for an xyz?", that is it, nothing more, nothing less.
You respond in a concise way asking for more information; model, engine, HP or PCP, annual mileage, deposit etc etc, either you never get a response or they respond with only half the information requested or just "entry level petrol, just want an idea for now", you can't really work with that, I may as well just fling a made up number at them.
HTP99 said:
Dan W. said:
Regarding email enquiries, where I work we are more than happy to do everything by email but sometimes its a frustration when you get a certain type of person.
The majority are articulate and straight to the point with what they want its the ones that make you want to chew your own fist off in frustration.
classic example from yesterday. we have a used 2014 ford focus, email comes in just saying is this car still available.....
Sent the usually response yes details of it what we offer and so on, ask him do you wish to book an appointment do you have a part ex sort of questions.
Response, yes I have a 09 fiesta in grey 60k on it, whats mine worth... can I have the reg number please some details of the service history and any damage or issues we need to be aware of.
response, its an 09 plate what do you need to reg for ? its 60k on it just give me a rough price...... its these sorts of emails which get on our tits.
thanked him for the enquiry and said why we need reg number to gain a valuation, and told him to call us to go through some more details as we are already 4 emails in and have not got any further than when we started.
as I say these are rare but seem to be becoming more the norm.
Yep we get alot of that, that is the frustrating thing about e-mail enquiries.The majority are articulate and straight to the point with what they want its the ones that make you want to chew your own fist off in frustration.
classic example from yesterday. we have a used 2014 ford focus, email comes in just saying is this car still available.....
Sent the usually response yes details of it what we offer and so on, ask him do you wish to book an appointment do you have a part ex sort of questions.
Response, yes I have a 09 fiesta in grey 60k on it, whats mine worth... can I have the reg number please some details of the service history and any damage or issues we need to be aware of.
response, its an 09 plate what do you need to reg for ? its 60k on it just give me a rough price...... its these sorts of emails which get on our tits.
thanked him for the enquiry and said why we need reg number to gain a valuation, and told him to call us to go through some more details as we are already 4 emails in and have not got any further than when we started.
as I say these are rare but seem to be becoming more the norm.
We also get alot of "how much per month for an xyz?", that is it, nothing more, nothing less.
You respond in a concise way asking for more information; model, engine, HP or PCP, annual mileage, deposit etc etc, either you never get a response or they respond with only half the information requested or just "entry level petrol, just want an idea for now", you can't really work with that, I may as well just fling a made up number at them.
Dan W. said:
HTP99 said:
Dan W. said:
Regarding email enquiries, where I work we are more than happy to do everything by email but sometimes its a frustration when you get a certain type of person.
The majority are articulate and straight to the point with what they want its the ones that make you want to chew your own fist off in frustration.
classic example from yesterday. we have a used 2014 ford focus, email comes in just saying is this car still available.....
Sent the usually response yes details of it what we offer and so on, ask him do you wish to book an appointment do you have a part ex sort of questions.
Response, yes I have a 09 fiesta in grey 60k on it, whats mine worth... can I have the reg number please some details of the service history and any damage or issues we need to be aware of.
response, its an 09 plate what do you need to reg for ? its 60k on it just give me a rough price...... its these sorts of emails which get on our tits.
thanked him for the enquiry and said why we need reg number to gain a valuation, and told him to call us to go through some more details as we are already 4 emails in and have not got any further than when we started.
as I say these are rare but seem to be becoming more the norm.
Yep we get alot of that, that is the frustrating thing about e-mail enquiries.The majority are articulate and straight to the point with what they want its the ones that make you want to chew your own fist off in frustration.
classic example from yesterday. we have a used 2014 ford focus, email comes in just saying is this car still available.....
Sent the usually response yes details of it what we offer and so on, ask him do you wish to book an appointment do you have a part ex sort of questions.
Response, yes I have a 09 fiesta in grey 60k on it, whats mine worth... can I have the reg number please some details of the service history and any damage or issues we need to be aware of.
response, its an 09 plate what do you need to reg for ? its 60k on it just give me a rough price...... its these sorts of emails which get on our tits.
thanked him for the enquiry and said why we need reg number to gain a valuation, and told him to call us to go through some more details as we are already 4 emails in and have not got any further than when we started.
as I say these are rare but seem to be becoming more the norm.
We also get alot of "how much per month for an xyz?", that is it, nothing more, nothing less.
You respond in a concise way asking for more information; model, engine, HP or PCP, annual mileage, deposit etc etc, either you never get a response or they respond with only half the information requested or just "entry level petrol, just want an idea for now", you can't really work with that, I may as well just fling a made up number at them.
Enquired to my local car supermarket through their live chat on a car they had, identical car 20 miles away (color, reg, within 1000k miles) was £1300 cheaper so i enquired if they price was flexible at all and sent the link to their competitor (another supermarket)
Got quite an abrupt response 'no we don't'
Thought it was comical that in this day and age they where happy to say no, I wouldn't expect them to drop £1300 on a £16000 car without even stepping foot in there, but to not even try and get me in the door was weird, normally would get the 'if you come down we will value your car and work out the best deal'
Got quite an abrupt response 'no we don't'
Thought it was comical that in this day and age they where happy to say no, I wouldn't expect them to drop £1300 on a £16000 car without even stepping foot in there, but to not even try and get me in the door was weird, normally would get the 'if you come down we will value your car and work out the best deal'
strain said:
Enquired to my local car supermarket through their live chat on a car they had, identical car 20 miles away (color, reg, within 1000k miles) was £1300 cheaper so i enquired if they price was flexible at all and sent the link to their competitor (another supermarket)
Got quite an abrupt response 'no we don't'
Thought it was comical that in this day and age they where happy to say no, I wouldn't expect them to drop £1300 on a £16000 car without even stepping foot in there, but to not even try and get me in the door was weird, normally would get the 'if you come down we will value your car and work out the best deal'
quite an abrupt response I would agree. but a lot of places these days do have a that's the price take it or leave it offer. Got quite an abrupt response 'no we don't'
Thought it was comical that in this day and age they where happy to say no, I wouldn't expect them to drop £1300 on a £16000 car without even stepping foot in there, but to not even try and get me in the door was weird, normally would get the 'if you come down we will value your car and work out the best deal'
surprised you didn't get the old classic.. go an buy it then lol
strain said:
Enquired to my local car supermarket through their live chat on a car they had, identical car 20 miles away (color, reg, within 1000k miles) was £1300 cheaper so i enquired if they price was flexible at all and sent the link to their competitor (another supermarket)
Got quite an abrupt response 'no we don't'
Thought it was comical that in this day and age they where happy to say no, I wouldn't expect them to drop £1300 on a £16000 car without even stepping foot in there, but to not even try and get me in the door was weird, normally would get the 'if you come down we will value your car and work out the best deal'
If the identical and cheaper car was only 20 miles away, why wouldn't you enquire on that car and see if you can get a deal on it and save yourself more money?Got quite an abrupt response 'no we don't'
Thought it was comical that in this day and age they where happy to say no, I wouldn't expect them to drop £1300 on a £16000 car without even stepping foot in there, but to not even try and get me in the door was weird, normally would get the 'if you come down we will value your car and work out the best deal'
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