Comments - I Walked A Mile in Their Shoes……. - DealerELITE.net2024-03-28T19:09:20Zhttps://www.dealerelite.net/profiles/comment/feed?attachedTo=5283893%3ABlogPost%3A63721&xn_auth=noValuable reminder, Kip. I thi…tag:www.dealerelite.net,2011-03-11:5283893:Comment:685212011-03-11T19:00:13.183ZThe Cobalt Grouphttps://www.dealerelite.net/profile/TheCobaltGroup
<p>Valuable reminder, Kip. I think the flip side of this is not just relating to the consumer, but helping the consumer relate to you. In other words, you have to make the consumer see you as a real person and not just an evil car dealer who is out to rip them off. One main way I achieve this is to employ the reporter’s approach of asking open-ended questions. For example, instead of saying “What do you want to spend?” I’ll ask questions like:</p>
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<li>What are you driving now? Has…</li>
</ul>
<p>Valuable reminder, Kip. I think the flip side of this is not just relating to the consumer, but helping the consumer relate to you. In other words, you have to make the consumer see you as a real person and not just an evil car dealer who is out to rip them off. One main way I achieve this is to employ the reporter’s approach of asking open-ended questions. For example, instead of saying “What do you want to spend?” I’ll ask questions like:</p>
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<ul>
<li>What are you driving now? Has it been a good vehicle? What will you want to be different on your next one?</li>
<li>How do you generally use the vehicle? (And asking linking questions that connect the customer’s answers with further conversational questions: <i>“Well, it seems like I’m constantly taking the kids to soccer practice…” LINK – “Oh – how old are your children? Are they in the traveling league? My son did that all through high school!”)</i></li>
<li>What one or two things are most important to you in a vehicle – safety, comfort, performance, styling – what?</li>
<li>How did you handle the balance on your last vehicle?</li>
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<p> By following this practice, you get the person to open up and develop a rapport with the customer that leads to revenue down the road. Gut check: If a sales consultant finds him-or herself showing vehicles minutes after the customer arrives at the dealership, the interaction has quickly become centered on the vehicle and not the customer. If, on the other hand, we first get to know the customer through questions like those listed above, we’ll then be able to be sure to help them into the <u>best</u> vehicle to address their needs.</p>
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<p>John Quade, Performance Improvement Consultant for ADP Digital Marketing</p> Did any of the salespeople of…tag:www.dealerelite.net,2011-03-03:5283893:Comment:639302011-03-03T04:25:33.349ZMANNY LUNAhttps://www.dealerelite.net/profile/manny
<p>Did any of the salespeople offer to bring the car to you for a test drive?</p>
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<p>Did any of the salespeople offer to bring the car to you for a test drive?</p>
<p> </p> Consumers today are tired of…tag:www.dealerelite.net,2011-03-03:5283893:Comment:641342011-03-03T01:38:29.108ZKen Dugashttps://www.dealerelite.net/profile/KenDugas
<p>Consumers today are tired of the run around and the tricks...everyone is busy these days and want their issues/questions addressed in a timely manner...That's the bottom line, period (not only in the automotive industry)...</p>
<p>Good Post, Enjoy your new ride and hope you send the 3 dealers a note now that the smoke is cleared and everything is finalized!</p>
<p>I'd say your riding in the VW!</p>
<p>Consumers today are tired of the run around and the tricks...everyone is busy these days and want their issues/questions addressed in a timely manner...That's the bottom line, period (not only in the automotive industry)...</p>
<p>Good Post, Enjoy your new ride and hope you send the 3 dealers a note now that the smoke is cleared and everything is finalized!</p>
<p>I'd say your riding in the VW!</p> I moved through six dealers w…tag:www.dealerelite.net,2011-03-03:5283893:Comment:641322011-03-03T01:26:35.865ZAlex Schoenebergerhttps://www.dealerelite.net/profile/AlexSchoeneberger
<p>I moved through six dealers when I bought my last car for various reasons, most of which you outline above. I encountered so many issues with four of them that those four basically weeded themselves out of the running by doing things like insisting I visit the store for a price quote, ignoring my requests for a price quote, or simply not responding at all after the initial e-mail auto-response (all of which, by the way, were 500+ words and way too long... Cut it down to…</p>
<p>I moved through six dealers when I bought my last car for various reasons, most of which you outline above. I encountered so many issues with four of them that those four basically weeded themselves out of the running by doing things like insisting I visit the store for a price quote, ignoring my requests for a price quote, or simply not responding at all after the initial e-mail auto-response (all of which, by the way, were 500+ words and way too long... Cut it down to 100!).</p>
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<p>I submitted leads on a Saturday and bought on a Monday, so it wasn't like I wasn't a "real" buyer and like you, the dealer I purchased from still made money on me and I was OK with that. I guess there's enough walk-in, don't-shop-around ups out there to stay afloat? I saw many cases where there was a need for either more training or more personnel handling internet leads (or both) and I was very surprised.</p> Great questions about Truecar…tag:www.dealerelite.net,2011-03-03:5283893:Comment:640332011-03-03T01:19:57.331ZKip Mileshttps://www.dealerelite.net/profile/KipMiles
<p>Great questions about Truecar (ZAG), they are a very savvy company. Truecar (ZAG) contracts with dealers and allows the dealers to set the price, however it also is allowed to poll the dealers DMS and review the transactions. Then Truecar bills the dealer for the transaction if the consumer purchases from them. They are a part of ZAG ultimately, who is the back-end for AAA, American Express, Overstock, and many other buying services.</p>
<p>As far as ‘what I let them make’ I truly went about…</p>
<p>Great questions about Truecar (ZAG), they are a very savvy company. Truecar (ZAG) contracts with dealers and allows the dealers to set the price, however it also is allowed to poll the dealers DMS and review the transactions. Then Truecar bills the dealer for the transaction if the consumer purchases from them. They are a part of ZAG ultimately, who is the back-end for AAA, American Express, Overstock, and many other buying services.</p>
<p>As far as ‘what I let them make’ I truly went about it as a consumer, I did not call any of my VW Dealer friends for pricing (invoice), and asked them to honor the Truecar price (it looked to be $500 back of invoice). I shopped on-line as well for the lease wear/tear and the accessories.</p>
<p>Having seen many poor transactions in my life if I paid $250 too much, so be it, I left more value than that having gone through the experience.</p>
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<p>One note- once the Salesperson figured out I was a ‘car guy’, he thanked me for being nice to him and not ‘beating him up’. Go figure…..</p>
<p> Oh yea, I love my Sportwagen and can report an honest 43mpg on 1<sup>st</sup> road trip and 35mpg all the time (but I do miss my LS460).</p>
<br/> First I would likle to say, g…tag:www.dealerelite.net,2011-03-03:5283893:Comment:640282011-03-03T00:59:30.691ZSue Briefhttps://www.dealerelite.net/profile/SueBrief
First I would likle to say, good for you. I remember my first buying experience post demo. It was a nightmare. I walked away from it totally understanding why consumers dread stepping in to a showroom. I am guessing you ended up with the VW. My reasoning is simple, for some reason VW dealers seem to "get it". Dealers still dont seem to understand the power the Internet plays in their business. We are in the 21st century and still playing the "come in for the deal" game with customers. Until the…
First I would likle to say, good for you. I remember my first buying experience post demo. It was a nightmare. I walked away from it totally understanding why consumers dread stepping in to a showroom. I am guessing you ended up with the VW. My reasoning is simple, for some reason VW dealers seem to "get it". Dealers still dont seem to understand the power the Internet plays in their business. We are in the 21st century and still playing the "come in for the deal" game with customers. Until the time comes when all dealers understand that, now, more than ever,the mystery is over. The average consumer, more than likely, has more information on the car pricing than the "power manager" allows the sales person to have ("if they know the invoice, they will give away the gross"..UGH). Does this mean a dealer cant make money? Of course not, it means they need to step up to the plate, earn the profit with their service, professionalism and transparency. But, hey, what do I know, I just left a store where they are still using the 4square and truly do not understand why they are dying I am guessing the VW...what d…tag:www.dealerelite.net,2011-03-02:5283893:Comment:639242011-03-02T22:29:59.666ZNANCY SIMMONShttps://www.dealerelite.net/profile/NANCYSIMMONS
I am guessing the VW...what do I get if I guessed correctly???? LOL
I am guessing the VW...what do I get if I guessed correctly???? LOL This should be eye opening to…tag:www.dealerelite.net,2011-03-02:5283893:Comment:639172011-03-02T17:04:51.833ZRob Campbellhttps://www.dealerelite.net/profile/RobCampbell664
This should be eye opening to a lot of dealers but my guess is it won't be. I'm still surprised by the number of dealers who think sitting a guy in front of a computer has "solved" the internet problem. No training, no process, and no follow-up by the dealer will continue to produce the above results. With nearly 90% of all buyers doing some form of research on the internet before they buy, 9 out of 10 customers should be viewed as internet customers. If 75% of leads are truly being handled…
This should be eye opening to a lot of dealers but my guess is it won't be. I'm still surprised by the number of dealers who think sitting a guy in front of a computer has "solved" the internet problem. No training, no process, and no follow-up by the dealer will continue to produce the above results. With nearly 90% of all buyers doing some form of research on the internet before they buy, 9 out of 10 customers should be viewed as internet customers. If 75% of leads are truly being handled like you were, and I think they are, it spells trouble for many dealers across the country. Most dealers, GM's, and sales managers have no idea its happening at their store, on their watch. Great post!!! It's incredibl…tag:www.dealerelite.net,2011-03-02:5283893:Comment:639092011-03-02T15:18:15.735ZNANCY SIMMONShttps://www.dealerelite.net/profile/NANCYSIMMONS
Great post!!! It's incredible how many things dealers do wrong and think it still works! I think you were fortunate to only pass through 3 dealers before landing dealer 4, who was knowledgable, informative and gave you the information you asked for...period! Imagine the advertising dollars, internet lead dollars, web site dollars spent by Dealers 1-3, to in turn lose a customer due to lack of proper training! This story is a great example of that...I hope more dealers, GM's and GSM's read…
Great post!!! It's incredible how many things dealers do wrong and think it still works! I think you were fortunate to only pass through 3 dealers before landing dealer 4, who was knowledgable, informative and gave you the information you asked for...period! Imagine the advertising dollars, internet lead dollars, web site dollars spent by Dealers 1-3, to in turn lose a customer due to lack of proper training! This story is a great example of that...I hope more dealers, GM's and GSM's read this story and take a step back and ponder how they would have treated your internet inquiry!