TrueCar sales process

We are developing a sales process for Truecar customers and thought we'd share it with the community.

On arrival customers with Truecar quotes will be sat down and asked to wait while a $10 hour car jockey brings the car down to show. No food or beverages will be offered. (It's all about price)
The customer will be shown to the car, a walkaround or test drive will be offered for $30/hour. Optional insurance will be offered with full disclaimer they are responsible for damage while they are demoing the vehicle. They can choose to to prepay gas or bring it back full.
Questions will be answered at $30/ hour. Requests to show, discuss or answer questions about additional Makes or models are not a part of the deal and are also charged at $30/ hour.
Trade in’s will be taken in at straight fair book value plus a $500 trade fee.
Carfax must be presented with the trade. Accident indicators will affect trade value.
Trade must have clear title. (Customer must handle payoff PRIOR to trade)
Finance and warranties will be offered on a menu basis, no need analysis will be offered. Credit reports can be run for $30 each.
Customers are responsible for their own Motor Vehicle, Sales tax submission, Inspections, Vehicle clean and detail.
At delivery a certified check or cash will be accepted and keys will be given to customer. Vehicle introduction, personalization setting, vehicle familiarization and owners manual familiarization will be provided at an hourly fee.
Online garage/ service reminders/ discounts can be purchased seperately.
No loaners are available to these customers, rentals can be obtained at local agencies.
No coffee, soft drinks, popcorn, will be offered to these customers at service.
Any repair out of warranty is ineligible for “good will”.
Serviced vehicles will not be washed, except on a fee for service basis.

16 members like this

Comment

You need to be a member of DealerELITE.net to add comments!

Join DealerELITE.net

Comment by James A. Ziegler on December 12, 2011 at 9:48am: You'll get a real kick out of Painter's letter to dealers... http://blog.truecar.com/2011/12/12/an-open-letter-to-the-automotive...

I will post another BIGGER Blog this week...

Comment by Keith Shetterly on December 12, 2011 at 2:50am: See Honda Drops TrueCar! I guess they didn't like your process, Adam! :)

Comment by Manuel Martinez on December 11, 2011 at 4:52pm: WOW!!! I just witness the exucution of thousands of dealerships around the country (TrueCar video presentation). I also listen to the Video from Grant Cardone and I agree that we must follow up, we must have great customer service. But when you have no dealership to work out off, there is no need to follow up or have great customer service. I agree we are dealing with a commodity but can you name any other commodity where the sellers advertises their incentives, cost and gross profit. This is not capitalism at is best, to me is more like socialism. Where is everyone gets the same deal no matter who they are. This is not AMERICAN.

Comment by Keith Shetterly on December 11, 2011 at 4:38pm: Unfortunately, TrueCar/Zag anticipated that. I believe the TC agreement prohibits that exposure. However, if you see a TrueCar/Zag price brought to your dealership, and you're NOT a TC/Zag dealer, well, I don't know that you might mention that if the shopper goes to a TC/Zag dealer instead of you that money has to be recouped . . . just sayin' . . . they should do business with YOU. :)

Comment by David Lindsay on December 11, 2011 at 4:35pm: Why make it look like your dealerships are charging these fees and looking like the bad guys? It's your business, you have to protect your reputation. Why not have a TrueCar processing fee. When customers learn that there is a substantial TrueCar fee word will spread quickly.

Comment by DAVID GALE on December 11, 2011 at 1:43pm: Love your comments Adam. How about Truecar coming up with a website giving dealers true pricing on all those lead providers out there including themselves and let them drive the prices of all the leads down to nothing like they expect car dealers to do. Afterall , if we shouldn't make a fair profit, if anything at all, why should they.

Comment by Keith Shetterly on December 11, 2011 at 12:11pm: @ Tom Cole: Wow. Just wow. You don't own your own customers any more. They're TrueCar/Zag customers.

I guess they're getting ready for when they put dealers out of business; see the video below:

Comment by Tom Cole on December 11, 2011 at 10:41am: I would look at their billing process. They bill regardless of the prior relationship to the Dealer.
I tested their lead process to see how they communicate with the customer, then was billed for two purchases I made for my family. I've been an employee of the Dealership for 21 years!
Review their invoices carefully. They've billed us for customers with long term sales and service histories as well as leads that were submitted from our web site prior to coming in from TrueCar.

Comment by Manuel Martinez on December 11, 2011 at 2:30am: My buddy at an Acura dealer sold two TrueCar buyers then he proceeded to truelly sell them in the backend!!! Truelly....

Comment by Craig Lockerd on December 10, 2011 at 11:16pm: Can't wait to see/hear your take on this Elise,I think the woman that made the comment on my Face Book post didn't really get the "gist" of the article....see ya in Atlanta at IBPVIII