Buying a New Car and dealing with 'The Pitch'.....

[blueoval]

I guess Im looking at it from a business owner point of view. I try and treat all my clients and potential customers with a good measure of respect regardless of budget.

But you do sometimes get those who are looking for the cheapest deal no matter who you are, and it's usually up to me to determine if this person is serious at doing something or tire kicking as such to gain more information and advice from me without paying for it. A frustrating and time consuming process to spend for someone in my position to give my full attention to someone else with little to no intention to engage my business in works. (speaking from a Designer's point of view, not car related I realise)

But the principle still applies to some degree with salespersons. They just want to sell cars, and give a good price to someone genuinely willing to do a deal on the day.

Im not saying the spreadsheet method is bad, it's not. It's good, good for you! and pretty much you alone. Leaves little to work with from the salesperson for working out what kind of person you are, if you are actually genuine, or just wasting time to satisfy a need to penny pinch and then walk away and telling them 'you'll think about it'.

[Rodge]

No question the power of e.mail and internet sites has given more power to the consumer, who hasn't searched www.carsales.com for their make and model and hit the button to list the vehicles from cheapest to dearest ?

It wasn't that many years ago you couldn't do that, you were at the mercy of reading newspapers and trying to peice together what was a fair price and visit dealers and "enjoy" the usual, gosh you're fortunate you visited the dealership today sir, we have an incredibly special offer valid just for today, especially for you and all the other B.S. that's common place in the industry including the aforementioned very pretty girl with big tits giving you the sultry "come on" to buy her vastly overpriced fabric and paint protection.

Of course dealers hate it when you take an approach that fully utilizes the power of the internet and e.mail, they make less money.

Service and warranty claims, (God knows we pay enough to get our vehicles serviced), shouldn't be affected by the fact that someone got a good deal and others paid more because they "enjoy" a so-called good relationship with their stealership, opps sorry, dealership.

[Dusty1]

Originally Posted by SCUD

Frankly, as a sales person, I hate this method.

And realistically, some of you people who act like this are the people later on who create threads about the lack of customer service they received. From an industry perspective, I'm happy to respond to these emails with a crazy price that I wouldn't normally do, but rest assured if I win the deal I won't be treating you to the level of service that someone who came into the dealership and wanted to create a rapport and a relationship with me would get.

Put simply, you want to get everything you can out of the dealer without paying any respect in return. Don't be surprised if dealers will give you the "best price" then consequently treat you like **** afterwards.

Interesting. The deal I got for the Mondeo wasn't the cheapest, as I was weary of the cheapest price and dealer. It was the service that sold me on the dealer. And driving from Footscray to Ferntree Gully to get a car serviced must say something about the way I was treated.

The service I got from the dealer was excellent, and if it wasn't for the lack of communication when my car was up for lease he would have got the deal on my current car.

I believe I created good rapport with the dealer selling me the Mondeo, and also with the Territory I purchased from Etheridge. I'll have to build a rapport and relationship with a new purchasing dealer now, that Andrew has left there.

You say you're a sales person, why not let people know what dealer you're from and you might get some business out of it? Is your dealer a Forum Sponsor?

[Poetic Justice]

Originally Posted by krzysiek

I don't see how emailing a few dealers asking for a good price is a bad thing or makes you look like a di*khead? In the end, it's your money that you worked for - and if a dealer gives you a good price, then go ahead and buy? If you ask me, it's "smart spending".

Unless you're being very rude to them in the email - then that's a different story. But if you're being respectful while searching for a great deal, I really don't see a problem?

When you buy a car, sure you want to be treated right - but let's face it. The salesman isn't your best friend or a family member, you don't need the whole relationship thing. Sure, you expect them to be nice and respectful (and the customer obviously should be too) but treating someone like ***** just because they got a good price is wrong, if you ask me.

No one made you sell it at that price - if you're so unhappy with the profit margin on that sale that you want to treat a customer like crap, then it seems to me like you shouldn't have made the sale.

In either case: if a deal is made - either party saw value in it. Either the customer thought they were getting their moneys worth, or the salesman thought, even at the 'lower' price, that he/she was getting a good deal (their pay check or whatever). No reason to treat a customer like crap. You don't go into Harvery Norman, ask for a better price and then have the sales rep treat you like *****?

Obviously, all of the above applies only if the customer is being respectful. If they are being a dog about it, treat them like ***** regardless if they pay full RRP or not. I hate rude people in general, customers or not.

My simple response is to this, for all those people who post up about issues with their relatively new vehicles might have a hope in asking ME to help them with the issues if they have treated ME well in their buying process.

The fact of the matter is, whilst you are not wrong in the spreadsheet opinions, I am at the end of the day a HUMAN BEING and in 99% of these cases customers talk AT me, not WITH me.

[Poetic Justice]

Originally Posted by Dusty1

With my Mondeo, I emailed all the sales managers in Melb giving them the specs I wanted and asked for their best price. I put them into a spreadsheet and went to the lowest price dealer and bought it from them.

Originally Posted by Dusty1

Interesting. The deal I got for the Mondeo wasn't the cheapest

You contradicted yourself here and I'm sure if you re-read the first quote there you will see what I was responding to.

Good on you if you rewarded customer service in your final purchase, but I was merely responding to your initial post that basically outlined the final $ figure was more important than the service level you received.

Originally Posted by Dusty1

You say you're a sales person, why not let people know what dealer you're from and you might get some business out of it? Is your dealer a Forum Sponsor?

I work for a Toyota dealership, so I'm not sure it would help around here

[hawke]

Rodge,

If I think you are being somewhat harsh if you think that I'm getting screwed when I bought 3 Mercs from the same dealer. If the cost of a Merc in the UK or elsewhere is half or double to what you pay here, I think it is irrelevent. I reckon I got a good deal.

What is most important, it that my wife is happy.

A happy wife is a happy life.

If she is happy, I'm happy.

[Poetic Justice]

Originally Posted by hawke

What is most important, it that my wife is happy.

A happy wife is a happy life.

If she is happy, I'm happy.

I personally back this. I myself am somewhat of an impulsive purchaser on most things. But I believe in customer service values.

Price is one thing, and sure it can be good to get a great deal but at the end of the day if you look at the price of something and consider it to be affordable, you're happy with the product, the service and everything seems positive then bobs your uncle.

Sure, I might not be the wealthiest bloke around due to this attitude, but I'm as happy as a pig in poo with most things too.

[b0son]

Originally Posted by SCUD

Put simply, you want to get everything you can out of the dealer without paying any respect in return. Don't be surprised if dealers will give you the "best price" then consequently treat you like **** afterwards.

You mean, if I pay more than someone else, you'll note down in my customer file that the mechanics servicing my car should try a bit harder?

[hawker]

Years ago, our company was looking at buying a new car, because our call outs were increasing, and the current car was starting to have issues (Holden issues!!). We went to Ford, looked at an SR, went to Bitsaremissing and looked at a 380, and also Holden to look at an SV6. All 3 were very different.

Ford - The guy was in control, but let us tell him what we wanted, when he took us for a test drive, he basically let us go for it, even encouraged us to really put the car through its paces. He also got us a half decent trade in deal on the current S commodore we had.

Bitsaremissing - Was really weird, it was a female sales person who had just moved to Darwin from Adelaide, and she wouldn't shut up about it. Anyway, she let the stats talk for themselves and the test drive was ok. My company partner didn't like the idea of front wheel drive. She was the only one to follow up with a phone call though.

Holden - Across the road we went, to Kerry's Holden, which I wasn't too impressed about, as they are pretty rubbish (ask 99% of people in Darwin). Anyway, it was really stupid. They were doing renovations, so the place was falling apart, he couldn't get the car out, as it was about 10 cars at the back, so he basically said 'Oh you don't need a test drive, it drives like a Holden'.

So we wrote that one off. We were looking at the SR, however, some other things happened and we both ended up heading south and closing down the business from the Darwin POV.

At the end of the day they're trying to make a buck, some are good at it, others not so good. The sad thing is, that most of the born salesman, have good jobs, and are usually the boss, or off at a way better paying job. The problem with the leftovers is, they can't always read people. Some people need that push, others need the facts, the info, and then to be left alone. You need to make yourself clear, say as what's already been said. I'm shopping around and I won't be rushed. Ask them straight up questions, if you don't get them, go elsewhere, or ask to speak to someone else, or the sales manager. You're always in control. You have the power to walk away! That makes you in control. They're not going to walk away!

[Rodge]

Originally Posted by hawke

Rodge,

If I think you are being somewhat harsh if you think that I'm getting screwed when I bought 3 Mercs from the same dealer. If the cost of a Merc in the UK or elsewhere is half or double to what you pay here, I think it is irrelevent. I reckon I got a good deal.
What is most important, it that my wife is happy.
A happy wife is a happy life.
If she is happy, I'm happy.

Hawke,

I thought we got a good deal on our brand new Mercedes-benz S320 CDi too and then
the problems started with the diesel particulate filter blocking up, the salesman and
the sales manager had left the dealership so that relationship wasn't worth anything
and Mercedes-benz took a very arrogant and argumentative approach.

I had to resort to a extremly firm legal approach to get the problem eventually
resolved. It took about 200 hours of my time, five months, two expert engineers
opinions, several oil samples and thinly disguised threats of legal action to eventually resolve the matter.
There's the value of a "good relationship" with the biggest Mercedes-benz dealer in
New Zealand. We're now satisfied with the vehicle but so much for their creative
marketing "the best or nothing" and all the rest of their B.S.

The fact that M Benz haven't dropped their retail prices despite massive rises in the
currency confirms they are indeed price-gouging customers. Even if you get what appears to be a good discount off their recommended retail, the fact that the retail is probably 50-70% too high to start with means you are still being screwed. My wife is happy too,
but I'd prefer not to have gone through hell to achieve that.

Any wonder I take a cynical view towards the so called value of salesman "relationships".
P.S. I've never had such serious difficulty with Ford or FPV vehicles.

[bingoTE50]

Dealerships will always have the aftermarket sales person selling paint protection,rust protection,tint,etc. The salesman also likes you too see them because he gets a percentage of that sale as well. When you make $30 on a Hyundai Getz as a salesman ( 10%) , another 10% of the tint cost helps.
Yep ,sold cars for two weeks ,base salary was rubbish and the commissions not much better,and they wonder why they cannot get good sales people in the industry! Let me tell you though , I have a lot of respect to anyone who is long term because it is a lot harder than what it seems to actually do the role!

[Poetic Justice]

Originally Posted by bingoTE50

Dealerships will always have the aftermarket sales person selling paint protection,rust protection,tint,etc. The salesman also likes you too see them because he gets a percentage of that sale as well. When you make $30 on a Hyundai Getz as a salesman ( 10%) , another 10% of the tint cost helps.
Yep ,sold cars for two weeks ,base salary was rubbish and the commissions not much better,and they wonder why they cannot get good sales people in the industry! Let me tell you though , I have a lot of respect to anyone who is long term because it is a lot harder than what it seems to actually do the role!

Not all dealerships are the same though. I do not get a cut of the aftermarket sales income. $30 comm on a Hyundai Getz seems like a farce and personally if that was what was on offer I wouldn't even consider working for that sort of money.

[XWGT]

Originally Posted by b0son

You mean, if I pay more than someone else, you'll note down in my customer file that the mechanics servicing my car should try a bit harder?

+1

Ridiculous argument.

I'm already paying $60k for the car. I expect good after sales service as a minimum!

Added to that there is zero relationship between the salesman and the first year apprentice servicing my car.........I am extrmely skeptical that paying an extra $3k is going to remedy that!

[Poetic Justice]

I think you misinterpreted what I was trying to say.

For instance if you had issues with your vehicle that the service department weren't being extremely helpful about, I may be more inclined to put pressure on them on your behalf in order to have the issue rectified.

Perhaps if you're stuck for getting the vehicle in for one of its scheduled services, I'll drop my car off at your place in the morning on the way to work for you to use while I take yours to work with me. I do this for many of my customers, but those who were great to deal with.

[Rodge]

^^ LIke that's worth thousands of dollars extra.
I've provided a graphic example above where I paid $175,000 for a brand new Mercedes-benz S Class, one of the theoretically finest cars in the world and the relationship with the salesman was completly worthless, I rest my case. All future deals I ever do will be based on who gives the lowest quote.
Further, if I can parallel import a vehicle materially cheaper than going through official distribution channels, I will as I for one am especially sick of the grossly bloated margins especially pertinant to European vehicles.

Meak and mild people pay retail or close to it, (its only natural salesmen like these people), in the fundamentally flawed belief that if the **** really hits the fan the dealership will look after them, the truth is the decision making process regarding hard core warranty matters isn't even made by the dealership. P.S. All dealerships worth their salt have loan cars readily available these days to make servicing your vehicle more convienient.

[Ford PR]

We’re sorry to hear about your experience so far. Please contact our Customer Relations Centre directly for any further inquiries about specifications as they will be able to help you. Alternatively, we have a great tool on our website www.ford.com.au called "build and quote" where you can build your car adding specs and pricing. The pricing on the website is Manufacturers List Pricing only and pricing will differ from state to state and dealer to dealer. Therefore when it comes to the actual deal you will need to visit one of our dealers. We hope this experience doesn’t keep you away from our Ford Falcon utes.

[Dusty1]

I agree with you Rodge.

The experience I had with my last two vehicle has been great. One dealer gave me two free services as a sweetener, so I used those, and never set foot in the place again. He also dropped cars off for me to use during the day when mine was getting sorted.

Where I take my car for servicing is doing me a great job, and I've just taken it to them as they are walking distance from my house. No prior relationship there!

With my current car, the dealer knew I wasn't likely to use his dealership for servicing, as I live on the other side of Melbourne. I would, however, buy another car off him as the communication was excellent. He's gone now, so that's the end of my relationship with that dealer.

[4stanger]

Originally Posted by EB92

A Ford salesman rang me yesterday with the tone of voice and expectation
that he has a right to be my final DEAL !! He also accused me of 'playing
games' because I have asked three dealers to offer me a trade quote.


Cheers.

You get accussed of playing games?
Ask the salesman who was playing games when 2 years ago when you went to buy the same spec ute (turbo or not) the price of them then was $10000 dearer than what they are today!
Some one was playing games or making A LOT of profit!
Yes the poor salesman has to make a profit to pay for food on the table, the clothes on their back and the roof over their head.
What it comes down to is what type of food they like, how flash the clothes they like and how big they want that house!

[joelsxr]

Originally Posted by b2tf

I think the number one rule is never let anybody pressure you into buying - if they do just walk away. With Holden and Ford products especially it is very rare that you would find a car at a dealer that is not available at another one - obviously different if it's a used one.

When I bought my FG i did it all from my desk at work - not once did I set foot in a car yard other than that a) grab a brochure and b) pick the car up when I bought it. I did a lot of phone quotes and if they pushed me I just simply said 'just doing the rounds mate, give me your best price and I will get back to you'. I was lucky in that one dealer was so far in front of the others it didn't matter.

Know what you want - write it down including options and just play them all, and if you do it over the phone you have the anonymity to haggle as much as you like and simply hang up.

Pretty much my experience as well, did the carsales thing on a new FG XR6, found the lowest price and rang the dealer and I guess fortunately had a reasonable guy on the other end. Never saw the car, didn't drive it, didn't set foot on the yard until we picked it up....perfect!!!! The dealer is 150km from where I am but I was prepared to travel for the deal and will also travel back for the service as it is with the 175,000km warranty, oh by the way, needed to get the first service done pronto, rang the service dept, they called me back and got it done that arvo in an hour because it suited my situation, very happy so far, the internet and phone are your friends if you have trouble with the face to face argy bargy.

[Gobes32]

Originally Posted by Arnaldo

You get accussed of playing games?
Ask the salesman who was playing games when 2 years ago when you went to buy the same spec ute (turbo or not) the price of them then was $10000 dearer than what they are today!
Some one was playing games or making A LOT of profit!
Yes the poor salesman has to make a profit to pay for food on the table, the clothes on their back and the roof over their head.
What it comes down to is what type of food they like, how flash the clothes they like and how big they want that house!

I think you will find that the factory determines the pricing in that situation. The only reason falcons are so cheap at the moment, and they are cheap, is because Ford are desperate to move stock.

[b0son]

Originally Posted by SCUD

For instance if you had issues with your vehicle that the service department weren't being extremely helpful about, I may be more inclined to put pressure on them on your behalf in order to have the issue rectified.

I can only interpret that as 'i sell a brand which tries to shirk its warranty obligations'.

Seriously, if I had any experiences with a brand trying to do the dirty on warranty fixes, even if you did get me a positive outcome, I still wouldnt repeat purchase because I would lose faith in that brand - simple as that.