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.

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Comment by Elise Kephart on December 10, 2011 at 11:01pm

Comment by George Toth on December 10, 2011 at 8:14pm: You got to love it!!!!!!! The only sad thing is there are dealers out there that actually think they need this to sell vehicles. If you are that weak perhaps you need to sell your franchise and find something else to do.

Comment by Fran Taylor on December 10, 2011 at 7:48pm: Talk about unprofessional sales reps. What about CSI ? When paying peanuts you get monkeys to work for you witch are week compared to professionals that get paid to do quality work. I believe the week desperate dealers will use this for a while. When they go out of business for loosing money, the real dealers will survive.

Comment by Chris Justice on December 10, 2011 at 6:57pm: True car parking spaces should have meters, $.25 a minute. And we all know that True Car deliveries take soooo long.

Comment by Craig Lockerd on December 10, 2011 at 6:34pm: Love it!

Comment by Keith Shetterly on December 10, 2011 at 3:51pm: Maybe we should start a transparent company called www.TrueCarStockOptions.com. Naw. There's not any money in it. :)

Comment by Rob Fontano on December 10, 2011 at 3:50pm: We will pull your credit for only $72.99

Comment by Jason Buchanan on December 10, 2011 at 2:52pm: Thanks for the great article and I couldn't agree more. Don't forget to charge the customer the $200 to $350 ZAG transacton fee.

Comment by Michael Paulson on December 10, 2011 at 2:47pm: For those buyers who are risk adverse and have trouble keeping track of the running tab, you could offer an alternative to a la carte charges. Would you consider a TrueCar discounted bundle? You could cap and group together the charges by agreeing to only charge MSRP for the new car, and by offering Fair Black Book for the trade in (assuming a clean Carfax). TrueCar customers would be getting the no hassle car buying experience that they want so badly. Seems like a bargain to me!

Comment by Adam Ross -InfiniteProspects.com on December 10, 2011 at 2:45pm: Nancy and Michael, great suggestions! Adam, that's how TrueCar will get a message!