General car dealer disinterest....

General car dealer disinterest....

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Discussion

Deep Thought

Original Poster:

35,724 posts

196 months

Friday 20th July 2018
quotequote all
Whilst i have often defended car dealers and people not getting any interest from sales staff on the basis of they must have taken the wrong approach, however i have experienced it today first hand across three different brands.

Wife interested in changing her car, on the shortlist are, Mercedes SLC300, GT86, 370Z. New.

Mercedes - didnt have ANY SLC on site at all. Not a new one to look at, not a demo car, not a used one. Said they had one at another branch, could get it within an hour (this was at 10:00 this morning) and would ring us back to arrange a test drive today. They didnt. Had to chase them this afternoon. They cant find the car. Might be able to get a car for us next week but certainly after initially being interested, the sales guy is losing interest already. This is bearing in mind her current car came from that Mercedes dealer from that salesman and ho knows we will deal if the car is right and the deal is right.

Toyota - couldnt even speak to a salesman. Said they'd have someone phone us back to make an appointment. They didnt.

Nissan. Got speaking to a salesman. Asked a detail about the 0% finance offer which would make the car quite palatable, the guy didnt know, said he'd ring back and hasnt.

Have to admit, my approach hasnt failed me before, but very disappointed at the lack of interest shown.... frown

patmahe

5,744 posts

203 months

Friday 20th July 2018
quotequote all
I know some people will come on here with stories of time wasters etc... being the reason behind this attitude.

But in my experience as a potential customer I typically use websites to get an idea of a cars value look for one that matches my criteria, go to see it. I usually turn up unannounced so a car won't have been 'prepped' to look better than it is.

Using this approach I have seen flat tyres, obvious external damage, cars that have obviously been sitting a long time. When I haven't turned on my heel and left most salesman engagements are indifferent as if the car on their forecourt is special and will sell itself.

Invariably then comparing the same criteria to private sellers with well presented ads has produced better results and most of the cars I have bought have come from this route.

Because of my experience I generally don't bother with dealers anymore, though I am open to being convinced.

datum77

470 posts

120 months

Saturday 21st July 2018
quotequote all
Patmahe has the right attitude.....

Why anyone thinks that the ONLY route for buying the car you desire is via a bloody main dealer is narrow-minded thinking of the highest order. VERY, VERY generally speaking, main dealers have this annoying supercilious attitude that you need them more than they need you. Sadly, far too many of Joe Public fall for this stupidity. That's why they make such huge profits.

I shall repeat the criteria for buying any vehicle. It's 3 simple rules:-

(1) Research
(2) Research
(3) Research


Alucidnation

16,810 posts

169 months

Saturday 21st July 2018
quotequote all
I would say that many dealers are fully aware of the tyre kickers who will inevitably buy/lease from the internet.

Deep Thought

Original Poster:

35,724 posts

196 months

Saturday 21st July 2018
quotequote all
Alucidnation said:
I would say that many dealers are fully aware of the tyre kickers who will inevitably buy/lease from the internet.
Agreed.

However the Mercedes dealer - we bought our A45 from and we spoke again to the same salesman who remembered us and both the Nissan and Toyota dealers we're very local to and we have history of buying from the both. Both plugged my name and postcode in to their system when logging the calls, so they'd have seen our history and knew we were local

I even said to the Nissan guy we'd had a 370Z before and were specifically looking for a new GT auto and that a 0% deal would make it very palatable which he was to go off and confirm if it was. As it happens it IS avail (did some further checking with the nissan.co.uk website) so its not like the guy could have written us off as not worth calling back on the basis the 0% wasnt on that specific model.

Genuinely its the first i've experienced it, but it does appear that dealers these days have "given up" on making any sort of effort unless a customer drops on to the seat in front of them.


Sheepshanks

32,541 posts

118 months

Saturday 21st July 2018
quotequote all
I think the issue is that far too many people in the UK buy new cars and there's not enough dealers, so they think they don't have any competition and don't need to try hard (or at all).

Deep Thought

Original Poster:

35,724 posts

196 months

Saturday 21st July 2018
quotequote all
datum77 said:
Patmahe has the right attitude.....

Why anyone thinks that the ONLY route for buying the car you desire is via a bloody main dealer is narrow-minded thinking of the highest order. VERY, VERY generally speaking, main dealers have this annoying supercilious attitude that you need them more than they need you. Sadly, far too many of Joe Public fall for this stupidity. That's why they make such huge profits.

I shall repeat the criteria for buying any vehicle. It's 3 simple rules:-

(1) Research
(2) Research
(3) Research
In the past we've been able to get main dealer prices down to very close to broker prices and bearing in mind we live in Northern Ireland that has been enough - rather than try the logistics of disposing of our own car locally / flying to and driving home from the mainland / ferry etc.

I always do my research on what i can get the car for from a broker, what our car is worth and what i can get finance for (if we require it).

BUT i'm now wholly coming to the conclusion that we will simply dispose of our own car first - either by having a dealer / specialist bid on it, using a car buying site or selling it privately and then simply find the cheapest broker price for the car we want and fly over and get it and drive it home.

Quite happy to support local business where possible but not going to kiss their asses to do it.

Howard-

4,950 posts

201 months

Saturday 21st July 2018
quotequote all
datum77 said:
Patmahe has the right attitude.....

Why anyone thinks that the ONLY route for buying the car you desire is via a bloody main dealer is narrow-minded thinking of the highest order. VERY, VERY generally speaking, main dealers have this annoying supercilious attitude that you need them more than they need you. Sadly, far too many of Joe Public fall for this stupidity. That's why they make such huge profits.

I shall repeat the criteria for buying any vehicle. It's 3 simple rules:-

(1) Research
(2) Research
(3) Research
Agreed with your criteria, but...

I bought my ST220 (second hand) from a Ford main dealer and the salesman I dealt with was a nice bloke. Within a short while of me arriving he said "OK it's clear you know more about this car than me, take your time and let me know when you're ready to go for a spin". After this, we then went inside and talked numbers. It was a good experience.

I've had plenty of sub-par experiences in my time with independent dealers and private sellers (and buyers).

If I was looking to buy a new-ish car and spend a decent amount of money, a main dealer would always be my top preference.


I miss my ST220 frown

swisstoni

16,855 posts

278 months

Saturday 21st July 2018
quotequote all
Clearly if you want something specific, you will have to do the legwork to get what you want.
Go outside your area, go to a different Dealership franchise, etc, etc.
It’s a lovely idea to think that you will be whisked along on a cloud of customer care but it seems these people aren’t too motivated to help much.

Wooda80

1,743 posts

74 months

Saturday 21st July 2018
quotequote all
It's not a complaint that is unique to car dealers though, is it.

Just off the top of my head I can think of occasions where I've had to chase plumbers, architects, insurance companies, doctors etc and indeed customers who have said they would call back but didn't.

The reasons for any of the above are often "too busy right now, will do it when I can catch breath" , "not really interested, sorry" or "I haven't got all the info I need in order to call you back yet. I'm waiting on call backs myself"

It's not desirable or really excusable, but sometimes we all find that we have to chase people up to get what we want.

Deep Thought

Original Poster:

35,724 posts

196 months

Saturday 21st July 2018
quotequote all
swisstoni said:
Clearly if you want something specific, you will have to do the legwork to get what you want.
Go outside your area, go to a different Dealership franchise, etc, etc.
It’s a lovely idea to think that you will be whisked along on a cloud of customer care but it seems these people aren’t too motivated to help much.
Wholly not expecting that - i would just have thought it a common courtesy to call back when you said you would / said someone would?


Deep Thought

Original Poster:

35,724 posts

196 months

Saturday 21st July 2018
quotequote all
Wooda80 said:
It's not a complaint that is unique to car dealers though, is it.

Just off the top of my head I can think of occasions where I've had to chase plumbers, architects, insurance companies, doctors etc and indeed customers who have said they would call back but didn't.

The reasons for any of the above are often "too busy right now, will do it when I can catch breath" , "not really interested, sorry" or "I haven't got all the info I need in order to call you back yet. I'm waiting on call backs myself"

It's not desirable or really excusable, but sometimes we all find that we have to chase people up to get what we want.
Whilst i wholly take your point - and yes we've all been there chasing plumbers, architects, insurance companies etc, i would have thought that a business model such as a car sales dealership that is so vulnerable to people just buying via the internet / brokers instead would be ensuring they did make the effort. It just makes me think they've given up entirely. Which is fine. I can quite happily just go and buy via the internet / a broker and bypass local businesses just like i do with most of my purchasing needs anyway.

I'll (reluctantly) chase a plumber / solicitor / whoever if i need to but fast drawing the conclusion that i dont need to with car dealers, therefore why should i?

If they're happy not to bother then i'll cut out the whole merry dance and just buy from the cheapest source wherever they are.


Wooda80

1,743 posts

74 months

Saturday 21st July 2018
quotequote all
Deep Thought said:
Whilst i wholly take your point - and yes we've all been there chasing plumbers, architects, insurance companies etc, i would have thought that a business model such as a car sales dealership that is so vulnerable to people just buying via the internet / brokers instead would be ensuring they did make the effort. It just makes me think they've given up entirely. Which is fine. I can quite happily just go and buy via the internet / a broker and bypass local businesses just like i do with most of my purchasing needs anyway.

I'll (reluctantly) chase a plumber / solicitor / whoever if i need to but fast drawing the conclusion that i dont need to with car dealers, therefore why should i?

If they're happy not to bother then i'll cut out the whole merry dance and just buy from the cheapest source wherever they are.
I'd like to think that while we are looking at this from different sides of the fence, we are ultimately agreeing.

You go in there looking at a £30000 car ( Im guessing ) and quite rightly expecting £30000 worth of service. From their point of view you might be worth £1500 or so to the business if you buy the car, and nothing if you don't . You still deserve to be dealt with in a professional way, I totally agree, but can you see how the difference in perspective results in a discord between the expected and delivered levels of service.

Added to that, if you go through the internet / broker / leasing company then a dealer somewhere will still have to supply it, not necessarily at all less money ( from a cost to dealer pov ) than supplying it to you direct. So as Devil's Advocate, why should they bother? And an internet broker can't help you to see and touch the product, which appears to have been the objective in your OP, so you are still going to be just as frustrated as you are now.

Things definitely need to change in motor retailing. Indeed they are and have been constantly changing. One of the developments that you will have noticed in the last 10 / 20 years or so is the the move to larger and fewer outlets, driven by economies of scale. Of course that results in less choice and contributes to the problem in an area like yours where there may simply not be anywhere else to go.

In the meantime you might have to do a bit more of the running to drive your enquiry. If they can make up for their apparent initial apathy once you get talking to them then great. If not then once you have the info you need place your order elsewhere.

The Moose

22,821 posts

208 months

Saturday 21st July 2018
quotequote all
Deep Thought said:
Whilst i wholly take your point - and yes we've all been there chasing plumbers, architects, insurance companies etc, i would have thought that a business model such as a car sales dealership that is so vulnerable to people just buying via the internet / brokers instead would be ensuring they did make the effort. It just makes me think they've given up entirely. Which is fine. I can quite happily just go and buy via the internet / a broker and bypass local businesses just like i do with most of my purchasing needs anyway.

I'll (reluctantly) chase a plumber / solicitor / whoever if i need to but fast drawing the conclusion that i dont need to with car dealers, therefore why should i?

If they're happy not to bother then i'll cut out the whole merry dance and just buy from the cheapest source wherever they are.
The problem with buying from the cheapest broker on the internet is that you don’t get to test drive the vehicles. It’s fine if you know exactly what you need.

Trevor555

4,406 posts

83 months

Saturday 21st July 2018
quotequote all
Dealers failing to call you back when they said they would in inexcusable.

My first sales manager said if any of us didn't call a customer back after having promised to, he would give us a written warning.

Sounded harsh at the time, but now I think he was on the right track.

The dealership spent so much money on advertising he didn't want a contact wasted by failing to simply call some one back. Made sense.

Fast forward 20 years and yes, it seems you'll be lucky if you get that call back.

I think main dealerships time is now limited, internet and home appointments will be the norm in the future.

Just recently I wanted to speak to Suzuki about the new Jimny.

Three different dealerships, two didn't answer the phone on a couple of occasions, two never called me back, had to visit one to speak to a sales chap.

Deep Thought

Original Poster:

35,724 posts

196 months

Saturday 21st July 2018
quotequote all
The Moose said:
The problem with buying from the cheapest broker on the internet is that you don’t get to test drive the vehicles. It’s fine if you know exactly what you need.
True. And a fair point.

Deep Thought

Original Poster:

35,724 posts

196 months

Saturday 21st July 2018
quotequote all
Wooda80 said:
I'd like to think that while we are looking at this from different sides of the fence, we are ultimately agreeing.

You go in there looking at a £30000 car ( Im guessing ) and quite rightly expecting £30000 worth of service. From their point of view you might be worth £1500 or so to the business if you buy the car, and nothing if you don't . You still deserve to be dealt with in a professional way, I totally agree, but can you see how the difference in perspective results in a discord between the expected and delivered levels of service.

Added to that, if you go through the internet / broker / leasing company then a dealer somewhere will still have to supply it, not necessarily at all less money ( from a cost to dealer pov ) than supplying it to you direct. So as Devil's Advocate, why should they bother? And an internet broker can't help you to see and touch the product, which appears to have been the objective in your OP, so you are still going to be just as frustrated as you are now.

Things definitely need to change in motor retailing. Indeed they are and have been constantly changing. One of the developments that you will have noticed in the last 10 / 20 years or so is the the move to larger and fewer outlets, driven by economies of scale. Of course that results in less choice and contributes to the problem in an area like yours where there may simply not be anywhere else to go.

In the meantime you might have to do a bit more of the running to drive your enquiry. If they can make up for their apparent initial apathy once you get talking to them then great. If not then once you have the info you need place your order elsewhere.
Sorry, yes, and i wasnt attempting to disagree with you - just venting further at them smile

Yes, thats ultimately it. I expect the Mercedes dealer will ring back next week when he has the car at hand.

Just on your change in motor retailing we noticed yesterday in the Mercedes dealership there were no sales desks at all in the showroom, nor were there any salespeople. There werent even any service staff in sight. It was cars, a receptionist and effectively a coffee shop along the back. If you wanted to speak to sales or service they came to you and sat down with you where you were. All very "untraditional".

Deep Thought

Original Poster:

35,724 posts

196 months

Saturday 21st July 2018
quotequote all
Trevor555 said:
Dealers failing to call you back when they said they would in inexcusable.

My first sales manager said if any of us didn't call a customer back after having promised to, he would give us a written warning.

Sounded harsh at the time, but now I think he was on the right track.

The dealership spent so much money on advertising he didn't want a contact wasted by failing to simply call some one back. Made sense.

Fast forward 20 years and yes, it seems you'll be lucky if you get that call back.

I think main dealerships time is now limited, internet and home appointments will be the norm in the future.

Just recently I wanted to speak to Suzuki about the new Jimny.

Three different dealerships, two didn't answer the phone on a couple of occasions, two never called me back, had to visit one to speak to a sales chap.
Agreed, when i was selling cars new some 30 years ago it was inexcusable not to ring a customer back.


mike9009

6,919 posts

242 months

Saturday 21st July 2018
quotequote all
I went to a local car show last weekend. All the local dealers were there with probably about ten cars each (so it was a fairly big show.)

I wasn't looking to buy (don't shoot me!), but I found it really odd that not one salesperson even made contact with me, no acknowledgement, no nothing. All major brands were there and not many punters (various big sporting events on, I believe).


We were looking at many vehicles, getting in the cars and they just stood back chatting amongst themselves. I found it quite bizarre - as if even one salesperson had approached us with a little enthusiasm about their product, it may have planted the seed about getting a new car even if it would probably be approved used.

So, we left, not desiring any new metal.


Mike

Deep Thought

Original Poster:

35,724 posts

196 months

Monday 23rd July 2018
quotequote all
Well the Mercedes salesman phoned back today. He can get a demo car down to that dealership on the next day that suits us - which is this Friday.

Still no word from Toyota or Nissan.