dan sellen 15 Posted December 28, 2013 Ok it was a little while ago, I'll blame the free booze, but at the car dealer awards evening I was approached and the conversation was that he saw 'the dealership' documentary and went on to say that he was in charge of several main dealers and the thing he took from the programe was that we try to test drive everyone, so he went on to say he then got all his managers and sales team together to stress the fact people really need to drive 'our cars' to which I was shocked, but smiled and said thanks. Surely this the first thought of any salesman or manager? The reason I remembered this was because today I sold a ford kuga to a customer who had gone to a ford main dealer to buy a kuga but the salesman wouldn't test drive them but did drive the customer themselves in the car! Why would you do that? Share this post Link to post Share on other sites
James Baggott 227 Posted December 28, 2013 Why would you do that indeed?! Absolutely bonkers. It's like not letting anyone try on clothes in a clothes shop. I really don't see the mentality. If they're in the car they're a captive audience and as you guys showed on tv it's a great way to build a rapport with them. More fool the dealer that doesn't let them test drive. They'll be the ones losing out on the sale. I wonder whether this is common place? A main dealer policy? Share this post Link to post Share on other sites
Gavin@Rousdon 137 Posted December 29, 2013 Every salesperson should want the car to fit the customer, if the customer has paid a large sum of money for a car he hasn't driven what happens when he gets 2 miles up the road and decides he hates the car, some will live with it but others will be back which then becomes a headache. Lots of Main Dealers offer a 14 day exchange program, all well and good but it's double the time, double the paperwork etc etc. If the customer hates the car on a test drive it gives a proper sales person the car the chance to shine, If you take the time to find a car thats right for the customer, explains the pros and cons of certains cars there is every chance that that customer is yours for the next 10 years or more. Refusing a test drive just starts the sales process on the wrong foot. Share this post Link to post Share on other sites
umesh 336 Posted December 30, 2013 Back to basics Comes to mind! They have to drive it to appreciate it - simple ! Are we not back to building the desire to own ? Share this post Link to post Share on other sites
Autolink100 34 Posted December 30, 2013 A very interesting topic. I am more than happy to offer a test drive to anybody who appears to be a genuine buyer but what about the others, the ones that you have qualified and realised they are not ready to buy but simply doing the rounds and have half a dozen more to look at before they make a decision. What about the guy that rolls up at 4PM on a Saturday afternoon, it's nearly dark, pouring with rain and the car he wants to drive has just come out of the valeting bay and is gleaming!. It's also blocked in by half a dozen other cars and he has already told you he is not ready to buy and is going to look at more in the morning! Does this chap get a test drive? It's quite a fine line you have to tread, you don't want to give them the hump by refusing but you also don't want to have your time wasted. We have a huge car supermarket place just up the road from us that specialise in BMWs and they insist on a deposit before giving a test drive which sounds crazy to me but they are a very successful operation so who is right ? I will say that I have spoken to countless punters who have been in there and left very unhappy at their policy ( and the hard sell tactics) and swear never to go near the place again. It would be interesting to see how others approach this. 1 Share this post Link to post Share on other sites
Gavin@Rousdon 137 Posted December 30, 2013 How many people do the rounds now? With the internet most have norrowed down the search to 1 or 2 cars maybe, buy refusing them a test drive you could lose the chance to deal them. You may find out the the other car they want to look at is 50 miles away or a different colour which their not to keen on. On the other hand they my just be time wasters but are we really so busy that we can't spend 20-30 minutes to find out? As for the chap at 4pm on the Saturday afternoon, if you really don't want him to have a test drive, make an excuse (just had an screen put in and can't be driven for 2 hours!!) and take his details so you can arrange a drive a few days later. Phone him the next day and if he comes back it proves he must have some interest in the vehicle. Are we all really that flat out that we can't lose time (as frustating as it is) to time wasters once in a while. Who knows, you may even convert one into a sale!!! Share this post Link to post Share on other sites
jimreidvehicle 255 Posted December 31, 2013 it's really quite simple "bum's on seats, sells cars" , Autolink, we also have a very successful used car dealer who say to customers that request a test drive "if you are going to buy the car then you can test drive it" , which still makes me laugh because instead of encouraging customers to buy cars from them they encourage customers to buy from us, because our main aim is to get the customer behind the wheel. There are always going to be the exceptions, like the '5 to 5' folk, are they really going to buy a car that night within 5 mins? some do, most don't, but that all comes with experience, qualifying the customer properly and going with your gut! The next question is then surely, what do you do during a test drive? go with the customer or let them go on their own? 'unaccompanied test drives???' great post BTW, Jim Share this post Link to post Share on other sites
Gavin@Rousdon 137 Posted December 31, 2013 My person preference is an unaccompanied test drive ( unless I get the feeling that I don't trust them ), firstly it gives them a more relaxed test drive, they can stall the car, put on the wiper instead of the indicators and not feel a fool, show them the basics and send them on their way, it doesn't feel like their having a driving test and in my opinion it creates a less 'hard sell' environment. Secondly, if they have a part exchange it can give you a 'Golden' 5 minutes with it, you can find out so much more if your left alone with their car. Get the part exchange wrong and you can wipe out all your profit on the deal. First thing I do it look on the passenger seat, in the glove box and door pockets, them number of times i've found the AA or RAC report in the car from a few days pervious telling me the starter motor played up, the car went into 'limp mode' or the battery went flat (lift the bonnet and you see the battery hasn't yet been replaced) or I find the printed A4 sheets of paper with the 2 or 3 cars they plan to view, either way your learning all the time. It's nosey I agree but they will be doing the same to the car i'm selling at some point. A quick drive of the part exchange then into the office, get the Glass's and CAP value (leaving the lowest value on your computer screen!!), check Autotrader so you know what their car is worth, some time you even find their car advertised. You may not get this time with their car once they are back. My money will be buying that part exchange (something some salespeople forget) if I get it wrong it comes out of my pocket. If they have querries and questions about the car they are driving you can do another test drive and go with them. Whats more productive, 5 minutes sitting making small talk or 5 minutes crawling over their car? Share this post Link to post Share on other sites
umesh 336 Posted December 31, 2013 Autolink - I too sometimes get a big hung up on the fact its 3/4 deep in the showroom , its dark, wet - ALL the cars are going to get wet ! what if he doesn't buy ? BUT Then I think if I'm prepared to get the cars out they feel more obliged ? in all honesty I no longer worry if they all get wet ..only a couple of weeks ago had that scenario whilst the customer was making the excuse of getting my cars all wet ..I'd got the showroom open and was getting the car out for a test drive , they said but your showrooms wet now ..to which I said a mop will soon fix that .. test drive done - car sold ! Going back to the locking up time , again I think its a gut feeling I've probably sold more over the years by giving the time/test drives than not, of course we get the 'test drive' pilots but if 80% buy then I'll live with that! Unaccompanied test drive sell cars ! the odd one or two will ask for me to got with them as they are unfamiliar with the area but most love the fact they can go out on their own and as @Gavin said - time to look at their car in detail ! As Jim already said the good old gut feeling !!! Share this post Link to post Share on other sites
Ian 15 Posted January 1, 2014 Some things never cease to amaze me. With regards to test drives that's a must, but of course first you qualify the potential customer. If it's five to five, quarter to six and I'm locking the gates (it's happened, in the dark) and they're 'right' then you do what you can to please the customer. With regards to part exchanges again it's real money so you do all the relevant checking wether or not they're present or not. Again...qualify. Share this post Link to post Share on other sites
Ron Gwill 1 Posted January 27, 2014 Interesting to read the coments regarding test drives, can I first say that there are two sides to every story, I have spent 30 years selling cars, and worked for a few large companies. They all have policies regarding test drives,usually the salesman has to take a copy of the drivers licence, often people don't carry them, so a test drive has to be refused, a customer has to be accompanied to comply with insurance normally, and definatly when using trade plates, that is law. So although many customers like to just be given the keys, that is not the correct way, one of my Managers said "How can you demonstrate something if your not there?" Moving on I am a firm believer in test drives, it gives you a chance to get away from the showroom which is your enviroment into a neutral zone which usually makes the customer more relaxed. In my experience salesmen who send customers out on their own are too lazy to go with them or feel that the customer will not feel comfortable, I say it is our job to help the customer get the best from the drive. Also often I have seen a salesman send a customer out, only to then pick up another customer, and not see the first one come back, or be too busy with someone else so the customer just leaves the keys with reception and walks out. One company I worked for had an indoor showroom the cars were only disturbed on a Monday morning when all the sold ones were replaced as it was late model used cars most makes were offered, so test drives were difficult, but one had to develop a way of selling without in most cases test driving, not good but it had to be done. Some of my collegues said things like "So if it drives o.k are you buying it?" Or the classic one was when a customer having paid a deposit said "I supose I should test drive it but you can't get it out" The salesman replied "I tell you what, after you collect it you can drive it as much as you like" not recommended! Ron Gwilliams. Share this post Link to post Share on other sites
James Baggott 227 Posted January 27, 2014 Ron - thanks for your comments. Glad you got the log in sorted :) Share this post Link to post Share on other sites
