Replies to This Discussion

Permalink Reply by Mike Phillips on November 9, 2010 at 1:34am

Done it. Do it from time to time too! The "best" experience for this was when I was shopping a large local dealer here, I had a guy whistle at me from his golf cart about 300 feet away and holler, "You looking for cars?" I abruptly yelled back, "No, but I notice they are all over the place... I was looking for a salesman, could you see if you can find one for me?"

Needless to say, it went quickly downhill from there, and I left with little more that just the "lovely" greeting that the "salesman" had given me at the onset.

-Mike

Permalink Reply by NANCY SIMMONS on November 9, 2010 at 6:07am

Thanks Mike!

It is really amazing to actually get into the role of the customer, with all your senses alert and aware of the dealership's interaction with you from the first impression of the lot, to the greeting right up to the emotion that consumes you as you drive off the lot.



Mike Phillips said:

Done it. Do it from time to time too! The "best" experience for this was when I was shopping a large local dealer here, I had a guy whistle at me from his golf cart about 300 feet away and holler, "You looking for cars?" I abruptly yelled back, "No, but I notice they are all over the place... I was looking for a salesman, could you see if you can find one for me?"

Needless to say, it went quickly downhill from there, and I left with little more that just the "lovely" greeting that the "salesman" had given me at the onset.

-Mike

Permalink Reply by Craig Darling on November 11, 2010 at 11:49am

Yes, I did this once. Out of 8 places I stopped over the course of two weeks, only one guy gave me a walk around presentation on the car. You can bet I never miss that opportunity. And here is a trick... If a prospect is "only looking" "Great, can I practice my product presentation for you?" Worked every time... lol

Permalink Reply by A. J. Maida on November 12, 2010 at 9:23am

Yes I do it, but from a little different prospective. I shop my competition and know successful Internet dealers on the internet to see what they are doing right and wrong and what we can do better. It really is interesting. Amazes me how many time I don't get a "timely" response. How often the do not answer my questions. The flip side is the ISM/BDC consultant who answer my questions but never ask for the appointment. My favorite is when they start "switching" me in the first email and then when I ask " Is the vehicle I inquired about sold?', they say no??? I have learned many improvements to our process from some of the dealers who are good at what they do. I don't want you to think they are all bad. I'd say 50/50. OH yes and then there are my guys. It makes for great training when we actually "role play in real time" with out them knowing it's me.

Permalink Reply by NANCY SIMMONS on November 12, 2010 at 10:28am

AJ..Thanks for bringing the "New School" version to the table...oops..wrong thread! You are so "spot on" in this discussion with your views! What a fantastic exercise to test you own employees as well as your competition, and use as the core discussion in a training or sales meeting! Thanks for giving the good dealers the credit deserved...I know there are many that do it right, and it could be just "luck of the draw", as to which salesperson you connect with in the random shuffle! You may get lucky! (A little pun there for your entertainment)..Thanks for responding...You are not hurt that I used your photo for this discussion...Are you?


A. J. Maida said:

Yes I do it, but from a little different prospective. I shop my competition and know successful Internet dealers on the internet to see what they are doing right and wrong and what we can do better. It really is interesting. Amazes me how many time I don't get a "timely" response. How often the do not answer my questions. The flip side is the ISM/BDC consultant who answer my questions but never ask for the appointment. My favorite is when they start "switching" me in the first email and then when I ask " Is the vehicle I inquired about sold?', they say no??? I have learned many improvements to our process from some of the dealers who are good at what they do. I don't want you to think they are all bad. I'd say 50/50. OH yes and then there are my guys. It makes for great training when we actually "role play in real time" with out them knowing it's me.

Permalink Reply by NANCY SIMMONS on November 12, 2010 at 10:33am

http://www.youtube.com/watch?v=MWgSu7qRXEo



NANCY SIMMONS said:

AJ..Thanks for bringing the "New School" version to the table...oops..wrong thread! You are so "spot on" in this discussion with your views! What a fantastic exercise to test you own employees as well as your competition, and use as the core discussion in a training or sales meeting! Thanks for giving the good dealers the credit deserved...I know there are many that do it right, and it could be just "luck of the draw", as to which salesperson you connect with in the random shuffle! You may get lucky! (A little pun there for your entertainment)..Thanks for responding...You are not hurt that I used your photo for this discussion...Are you?


A. J. Maida said:

Yes I do it, but from a little different prospective. I shop my competition and know successful Internet dealers on the internet to see what they are doing right and wrong and what we can do better. It really is interesting. Amazes me how many time I don't get a "timely" response. How often the do not answer my questions. The flip side is the ISM/BDC consultant who answer my questions but never ask for the appointment. My favorite is when they start "switching" me in the first email and then when I ask " Is the vehicle I inquired about sold?', they say no??? I have learned many improvements to our process from some of the dealers who are good at what they do. I don't want you to think they are all bad. I'd say 50/50. OH yes and then there are my guys. It makes for great training when we actually "role play in real time" with out them knowing it's me.

Permalink Reply by A. J. Maida on November 12, 2010 at 10:34am

Nancy,
No it's quite alright that you used my picture. I'm just amazed you found one where I was standing up. As far as "getting lucky" (I love when that happens)..I am purposefully contacting dealers that I hear are doing a good job because I want to "borrow" their processes...so I kinda knew going in...Of course Pop's used to say that LUCK was an acronym...it stands for Labor, Under, Correct, Knowledge.