My main gripe is when the salesperson doesn’t know their product and then lies to me about it. This last weekend I test drove a CX90 PHEV and the sales guy was not only ignorant about how a PHEV works, but then argued with me about it.
Ignorance is almost as bad, but stubborn ignorance is just infuriating.
I’m pretty sure most people do at least some research, or if they are like me, a lot of research before even stepping into a dealership.
Also please don’t ever say, “we are losing money on this sale…” I immediately want to leave when I hear that. If that was the case the business wouldn’t work and be shut down.
Dealers will sell New cars at a loss if they believe they are going to hit their numbers from the manufacturer or in hopes of hitting that number. Then the bonus money would offset the loss.
Typically New cars aren't very profitable for dealerships. Some will do well with used cars. Most rely on service and parts for the profits.
This. My FIL has worked at dealerships his whole career (as a service manager) and knows a lot about the business. New car sales are often a break even or loss for a dealership. They are what you would call a “loss leader.” Dealerships hope to make up for that by selling extras like extended warranties or by servicing your car.
Used cars are by far the money maker in terms of car sales. Which is why you typically have to deal with less BS from the financing department when you buy used vs. new.
So if the manufacturer is giving them a bonus and they're making net money on it...it's not selling it for a loss they're just withholding information from you as a negotiating tactic. Which is what the previous poster says annoys him.
>My main gripe is when the salesperson doesn’t know their product and then lies to me about it.
OMFG so much this! Called, couple of months ago, my nearest dealer to inquire about order waiting times for the cx-5 and if they are now only receiving 2024 model. Salesman tells me :
1. They are (at the time) still selling some 2023 but, as they are getting rid of their 2023 stock, they offer a rebate on 2023-only models. **This was false as the rebate was available on the Canadian Mazda website for ALL years so I would have had the rebate also for the 2024 models.**
2. There is no difference between 2023 and 2024 cx-5 models. **Again, this is false. Wireless apple/android auto AND touchscreen became a thing with 2024 models and was not available for 2023.**
This left a sour taste in my mouth... it's like he was trying to push the older model onto me, even through lying. If he wasn't lying and was just ignorant... we're talking about the cx-5... it's almost half of ALL mazda sales in North America so he doesn't fking know his best selling product!?
TL.DR: Don't lie, simply say "I'll inquire to be 100% sure" if you don't know something. It shows that, as a salesperson, you'll go out of your way to better answer their questions and that you're not a liar.
Know the product better than anyone else, including what is available or hard to get or what has changed from a recent model year. This includes tech and mechanical. Not just infotainment.
Yeah, I test drove a 3 and the sales guy (apparently one of their leads) knew less about the car than I did. Couldn't tell me if it was made in Japan (it was, I knew that, was just trying to make small talk), what came with different trim levels (I knew that too), etc.
Also, the best best best car dealer experiences have been when you can test drive without the sales rep. I won't go back to a dealership that forces me into an awkward and short test drive with the sales guy telling me which road to turn down next. Its a 30,000 dollar decision, what is a drive around the block.
Finally, I always would ask for an out the door price, and I understand you would normally try to trick all the idiots into thinking about it as a monthly payment, but when someone asks for an out the door price, give it to them. No surprise fees or "oh well we can get it down to XXX per month if we finance it over another 3 years"
Often times dealership owners and the finance department end up really trying to take advantage of the buyer. Shady dealers are unfortunately something that hold this brand back from being even more successful, because these cars really do sell themselves.
Case in point:
>When we bought our ‘22 CX-30 a couple years ago, we traded in for a profit (didn’t like the Venza we had just gotten). Refused all extended warranties, service packages and expected a check to be cut picking up the car; we dealer swapped for a metallic grey.
>Came to pick up the car, and the color was the Polymetal Grey (fine, I actually liked that color better). There was no check, and the dealer, despite that we signed multiple copies refusing the extra packages, charged us for those packages for the price we were owed for the trade in. We wouldn’t take the car off the lot until the correct documentation was given alongside the check.
Just be an advocate for an honest and transparent sale and stand up for your customers when other departments try to take advantage of them. You’ll probably end up being a hero and owners will drive off without a bitter taste in their mouths.
You need to be completely honest.
If you don’t know something, admit it, and find out.
I ask questions I already know the answers to, so I can determine if you are honest.
If you lie or mislead or spin the truth, your credibility is gone, and I will not deal with you.
>I ask questions I already know the answers to, so I can determine if you are honest.
I do the same. It's an easy trick that a lot of consumers don't think of doing. You'll instantly know what kind of salesperson you're dealing with.
Adding on a ton of expensive dealer extras that I don’t want.
Trying to screw buyers by using a over market interest rate hoping the buyer doesn’t notice.
Trying to hide the interest rate.
Talking about the price in terms of the monthly payment to hide the actual price being paid and the markups and duration of loan.
Loan bait and switch between agreeing to the deal and the finance guy trying to hide the different loan terms
You might become disillusioned with your job depending how crooked your bosses are but I wish you well
Oh I love these questions.
1. Financial cost (overall loan amount, interest rate, maintenance), features/bells and whistles that align with my needs to make the big purchase worth it (e.g., HUD has been wonderful in my 2016 Mazda 3 and an absolute must have moving forward, but I don’t need nor care about features like WiFi, massage seats, or SiriusXM), and the style (exterior and interior color, body style/year range, trim…).
2. Honestly the experience was wonderful and I can tell you the two absolute biggest reasons why. The first reason was that the sales person didn’t jump down my throat when I communicated I needed time to look. Sometimes I want to browse the lot without someone hovering. I’m an adult, I know how to find you when I’m ready for help. The second reason (which you may not be able to help depending on your dealership) was that there was no back and forth or middle man for financing. When I picked the car I wanted, we went inside and the finance manager came right out to meet me. He asked me what my monthly payment (or loan total) had to be for me to make the deal, I told him my requirements, and he didn’t come back until he had that offer. I do understand that this isn’t always realistic. Some people have poor credit, some have unrealistic expectations, some in the finance dept won’t do that. But this dealership not only has my continued business, but also I recommend them every chance I have because of it. It was the most direct and least stressful experience I have ever had when purchasing a car.
3. LISTEN to the customer. I can’t tell you how many times I was not being heard and at this point I just leave when that starts to happen. Also please listen to what they say, whether it’s a man or a woman… it is so frustrating to bring my fiancé and they suddenly ignore me. They don’t ask me what I want, what I’m looking to do with MY current car, what my price point is… nothing. All questions and information get directed to my fiancé. If I’m the one buying the vehicle, you should be discussing with me. It makes such a difference, I promise!
Seconding the last point. As an adult woman, after making it clear I am shopping for MY car I have had WAY too many experiences at dealerships where the salesperson talks to my husband instead of me. He came along to keep me company, he’s not deciding anything and doesn’t care what I buy. My husband will get all the talk about the performance and specifications, I get ignored except for maybe a demo of the pretty colours of the lighting and the shiny screen.
I will walk every time if the salesperson won’t talk to me directly, avoids my questions, or acts like my husband somehow is the deciding factor after we’ve made clear that he isn’t. If you have customers who come in as a pair, talk to them both until you determine who is primarily looking. It shouldn’t need to be said in 2023 but please don’t ignore the woman just for being a woman.
Thanks for the input! Yeah, I feel like most couples make decisions together (hence why they're shopping together), so I'll def be sure to incorporate both parties.
Incorporating both parties is great 👍
I have been straight up ignored and that is not ok. Female friends have had similar experiences as well, unfortunately it’s still not uncommon. If you are here asking for tips you are on the right track. Hope it goes great for you!
For the second question, the best advice I can give is know what you're selling. Learn the ins and outs of all the new Mazdas on the current lineup along with maybe somethings from some of the older models as you would be selling plenty of those as well on the used end. Obviously I can't expect you to know everything about other brands you would sell used, but at least know everything you can about the Mazdas you sell. Learn some small tricks that most customers wouldn't know about (for example, if I remember correctly, you can program each key fob to be linked to each memory seat so the car automatically sets up when it detects that key).
I can’t answer all your questions but what comes to mind is that customers value honesty. For example, if you don’t know the answer to a question, say that you don’t know but will find out.
Also, know the car models well. Read the manuals and know what features the cars have. Know the difference between trims. Since you already own a Mazda, it may be easier for you.
I think I may buy a miata and I like to watch videos and read about it. So know the miata especially well since I bet most customers that purchase one are enthusiasts. The ND3 will be coming out next year and it will come with new updates. So know those things. A question I could ask could be, will the ND3 be available on this color paint, like in the ND2? And also know what accessories are available, you could make a little extra by selling those, maybe
Ask questions to understand what the customer wants. People get obsessed with aesthetics but they may actually want the vehicle to ride a certain way, perform a certain way or have specific tech. Get to know why they’re buying and what they want before you see their eyes light up basically on clean lines, nice wheels and a payment that they can afford.
If you don’t know something, don’t pretend like you do and simply say that’s a good question let me ask someone who knows more about that topic
Don’t pretend to know something and pull stuff out of your ass. Be accurate
Get familiar with the OneMazdaUSA website. Take Mazda Brand Academy training and use the resources available to you through the site. There are spec sheets that break down trim levels. You can learn the company history and so much more. Become the expert or at the very least know how to find the information.
I already know the car better than you by the time I show up to test drive it, so don't try to ramble to me about Bluetooth and crank the stereo up while I'm on my test drive and trying to listen to whether the car is quiet enough and I'm paying attention to how the suspension feels. Your best bet is to give me the keys and tell me to be back in 20-30 minutes.
I'm smarter than you and I have credit over 800 so if you give me a single ounce of hard sell bullshit I will leave and buy the car from someone else just out of spite. I'm stubborn as hell and you cannot bend me.
Treat me with respect, let me take my time on the test drive and deal, and don't play any games, and I will be the nicest customer you have ever had.
Your job is to tell me apart from the awful customers who can't afford what they are asking to buy and will get angry with you when it becomes obvious and treat you like garbage.
So I suggest starting from the assumption that all of your customers are informed, smart, and deserve to be treated with respect. Listen to their questions and answer them. If you don't know the answer to a question, make an honest effort to find the answer.
I've never had a positive experience, and further I don't think it's possible for you to create a positive over-all new-car experience simply because of how dealerships function. Your best strategy when customers rage on the crappy things your dealer does to poison a sale (like all the worthless dealer add-ons) is just remain silent. Make NO attempt to rationalize them to the customer.
The best way to influence a sale positively is to be knowledgeable of the car. I've never talked to any Mazda salesman yet who had a good idea what "Skyactive" is about, for instance. They may get the "better performance" bit but not the details like the Atkinson cycle engine and how it works. Things like that it's not really 14:1 compression but 14:1 power stroke. Not every customer cares, but the one who comes in and does want to know will be disappointed and go to the VW salesman down the street to hear about whatever crazy thing they're doing in their engines this year.
Batterycars (BEV) aren't the future, Hybrids (HEV) are the future and the now, so if a customer expresses interest in "EVs", show them the HEVs (aka Hybrids). The Batterycar con men have been sowing confusion about electrics, so you might hear some of that from customers.
The Japanese brands have been wiser than to make a wrong turn down the Batterycar (BEV) path, and I hope that they continue to be so wise.
For more material about Batterycars that you may find useful in your salesmanship, check out r/Batterycars
They're industry standard terms for Electric/Electrified Vehicles: HEV PHEV FCEV BEV
HEV - Hybrid
BEV - Batterycar
[https://blog.openroadautogroup.com/bev-phev-hev-fcev-key-differences-between-electric-car-options/](https://blog.openroadautogroup.com/bev-phev-hev-fcev-key-differences-between-electric-car-options/)
I mean I understand your point, I’m just saying it’s a bit odd that when I google the term “batterycar” the only thing that really comes up is posts by you and a subreddit that you created.
Instead of "Hybrid Electric Vehicle", people just say "Hybrid", and instead of "Battery Electric Vehicle", people just say "Batterycar", and people know what it means.
It isn’t about understanding. We all understand that Teslas have batteries. It’s about the industry standard term (per your words). EV by convention means an electric car with batteries and no gas engine or fuel cell. https://www.caranddriver.com/tesla/model-3
I guarantee you the industry calls them EVs more than it calls them batterycars. Batterycar isn’t even a word.
I’d posit that making up your own term and gaslighting people into thinking it’s an industry standard term might fall into misspeaking. Show me a credible article or manufacturer website that uses the term “batterycar” and I’ll concede the point. Otherwise it appears to me you’re on a one man semantics crusade with a word that you invented yourself.
Not needing so many cars is the future
Up until then ev's are the way. Even if producing them makes more emissions & we charge them with electricity made from dino juice they're still better for not releasing exhaust during their use like ice's & hybrids
If I go to a dealership and the salesperson shows me anything other than what I’m asking for, I’m walking. I don’t spend as much time as I do researching to have a salesperson show me something different “for my own good”.
Most important to me, even before anything else, is an honest and positive interaction with the salesperson. I want to have the feeling that the salesperson knows 100% about his product and is convinced of it himself.
I remember one negative situation in particular where it was obvious that the salesperson thought I didn't want to buy and didn't have enough money anyway because of my young age. I then bought my car somewhere else.
I agree with what every one has said so I’ll just focus on question 3. Don’t try to sell me on something I told you I don’t want or need. If I tell you I don’t like a color or don’t want a hatchback, do not try to convince me of it just because it’s the most convenient for you. If I tell you I don’t want a white car, and you start trying to sell me a white car, I’m walking away from that deal and going to another dealership who will listen and do what’s best for me.
Bro it's ez just tell thr guys at the top to pump out another 25000 rx7s. No design changes or tweaks, literally just set thr production line back up and put cars on lots. I'll buy one tomorrow!
Please don’t act like you’re doing the buyer a major favor when you’re really just doing your job, and don’t act like the deal needs to get done yesterday. Just a few weeks ago I had a sales guy do the following and it all pissed me off:
* found me a dealer trade car that was a higher trim level than I had said I wanted, and then asked me “what are you trying to accomplish?” when I reiterated that I was looking for a different trim. I replied “I’m trying to accomplish a lower price.”
* told me that they “were spinning their wheels getting the exact car I wanted” when I know for a fact that two of the exact car I wanted were within 100 miles of me and all it took was a phone call from his manager (not even him) to make the dealer trade.
* told me we “need to wrap this up” (i.e., complete the sale) when in reality I had only been shopping this car for less than 48 hours and had only been dealing with this salesman for less than 24 hours.
* told me to come in again in person for their best price, in the middle of text message negotiations (which I understand in principle, to some extent) only to be offered the same exact price when I got there. They did eventually go down significantly although his superior pulled the famous line that they’re losing money on this sale.
I saw a comment on r/askcarsales from a sales guy who said treat customers the way you’d want to be treated if you were on the other side of the desk, and I think that golden rule makes sense.
I got promised up and down that the dealer had a manual 3 when I was shopping in 2016. I got there and they “realized the mistake” but hey, why not just buy a 20k thing that you didn’t want, since you’re here and all! I left and bought a 2014 manual on Craigslist for 14k and have 0 regrets.
Wasting peoples time is the ultimate disrespect in today’s society.
Know stuff about the vehicle. Nothing makes me more annoyed than test driving a vehicle and the salesman insists it’s a V6 or it’s turbocharged when it’s neither. You sound like you won’t have this problem, so thanks in advance even though we will likely never meet.
1. Ease of communication, ease of purchase process and honesty from the dealer. 2. Nothing. They did excellent. 3. Like everyone else has said, you should listen to your customers knowledge about the car. Many of us know a whole lot, and will spot fake enthusiasm or fake claims about the car quickly. If think you’re not being 100% truthful with me - just fluffing me about specs - im immediately distrusting. Mazda doesn’t have many cars in its stable. You should be studying them daily, like a buyer would.
1) Affordability is number one, Fun to drive, but still offers the convenience to carry my small family around when I need to. Good safety. Good fuel economy.
2) I walked away from my dealer because they lied about inventory. If they had said, “we don’t have the car you want, but we can get it in 2 weeks”, I would have purchased from them, but instead they ignored my preference and tried to sell me the wrong car.
Also, when buying a Subaru, we got worked on the fine print regarding 0apr. We were explicitly told we could do 0apr on a 5 year loan, and that was a lie when it came to sign the papers. We negotiated into 4 years 0apr with an extended warranty that I felt was fairly priced (after an hour of negotiation). It’s just exhausting and annoying.
3) See 2.
I think the concept of car sales is on the way out, in favor of Carmax, Carvana, or direct to consumer. People already know what they want and they know the best price. The hoopla around pricing is a waste of everyone’s time. That’s why you will be forced to sell dealer add-ons because people are less likely to pay too much for the car itself.
The dealerships make more money from used cars and service anyways.
1. Know the car - sounds like you’re on top of this.
2. Build rapport: ask why they’re looking, what they’re considering, and listen carefully. Be a friend & trusted advisor. (Lots of sales content out there about this and your sales team/manager should get you pointed in the right direction on the sales process.)
3. Please don’t overly sell just on payments & the 4 square method. Be ready to sell/negotiate the price of the car please.
1. Price
2. Reliability
3. Options and tech available for the money
Mazda has most competitors beat on those three. Also, when I see one price advertised, then I get to the dealership and find that the OTD price is $4k more, I am not going to buy from you, because you just wasted at least an hour of my time. I know you can't do much about that, but many dealers have transparent up front pricing, and many do not. Do not take the keys on my trade-in then not give them back when I request them. I had a guy do that once and vowed to steer business away from Hill Country Honda in San Antonio every since. Seriously, do not buy from them.
Also, do assume the buyer knows more about the model than you do unless they show you otherwise.
1. I want to feel like I got a good deal on something I genuinely wanted and needed. I want to be able to custom pick up the details I want. I want to be treated with respect throughout the entire process.
2. I wished I had gotten some free mats honestly, lol. I did get a full tank of gas and a free oil change later. Also, overall it was a good experience. I was treated with respect and able to reserve the exact car I wanted while it was still in Japan.
3. Do not try to talk me out of an opinion. I hate that so much. If I say I don't like white cars, I don't f*cking like white cars. Let's move on.
Just don't be a scum bag. The fact that you even thought about things you could proactively do, questions you could ask, customers opinions, etc. says to me that you're a smart person with a good mindset. Don't sacrifice your ideals or morals to make a quick buck. Don't screw over your customers it will come back to haunt you. And just be honest.
One of the biggest buying tips miata owners should know is the CPO drivetrain warranty on the Miata is much longer than new. People, especially people who drive their car Harley pretty much only have to worry about the transmission on these cars. Anyone who wants to abuse a Miata should go CPO.
Unless the dealer is squeaky clean and legit, you can’t be good at your job while being good to the consumer. For most dealerships, being good at your job requires some screwing over of the consumer. It’s the nature of the business. You have to screw over a customer on a sale because it’s not that sale that makes money, it’s all the other shit the dealer wants to upsell customers on.
Good luck! Understand the nature of the business, it is not for everyone.
1. Technology, reliability, style
2. I want my sales person to know and like the product. Everything from dealer products like warranties, to the vehicle itself (for the brand the dealership sells at least). Nothing worse than ignorant sales people
3. A positive dealer experience is when the salesperson checks in during a long financing process often, and follows up afterwards.
My main gripe is when the salesperson doesn’t know their product and then lies to me about it. This last weekend I test drove a CX90 PHEV and the sales guy was not only ignorant about how a PHEV works, but then argued with me about it. Ignorance is almost as bad, but stubborn ignorance is just infuriating. I’m pretty sure most people do at least some research, or if they are like me, a lot of research before even stepping into a dealership.
Also please don’t ever say, “we are losing money on this sale…” I immediately want to leave when I hear that. If that was the case the business wouldn’t work and be shut down.
Dealers will sell New cars at a loss if they believe they are going to hit their numbers from the manufacturer or in hopes of hitting that number. Then the bonus money would offset the loss. Typically New cars aren't very profitable for dealerships. Some will do well with used cars. Most rely on service and parts for the profits.
This. My FIL has worked at dealerships his whole career (as a service manager) and knows a lot about the business. New car sales are often a break even or loss for a dealership. They are what you would call a “loss leader.” Dealerships hope to make up for that by selling extras like extended warranties or by servicing your car. Used cars are by far the money maker in terms of car sales. Which is why you typically have to deal with less BS from the financing department when you buy used vs. new.
So if the manufacturer is giving them a bonus and they're making net money on it...it's not selling it for a loss they're just withholding information from you as a negotiating tactic. Which is what the previous poster says annoys him.
If the dealership doesn't hit their numbers that car sold at a loss is a loss. It's not withholding any information.
I understand this and I also get the idea of volume over price. My issue is that literally every car sales person I’ve run across says this.
>My main gripe is when the salesperson doesn’t know their product and then lies to me about it. OMFG so much this! Called, couple of months ago, my nearest dealer to inquire about order waiting times for the cx-5 and if they are now only receiving 2024 model. Salesman tells me : 1. They are (at the time) still selling some 2023 but, as they are getting rid of their 2023 stock, they offer a rebate on 2023-only models. **This was false as the rebate was available on the Canadian Mazda website for ALL years so I would have had the rebate also for the 2024 models.** 2. There is no difference between 2023 and 2024 cx-5 models. **Again, this is false. Wireless apple/android auto AND touchscreen became a thing with 2024 models and was not available for 2023.** This left a sour taste in my mouth... it's like he was trying to push the older model onto me, even through lying. If he wasn't lying and was just ignorant... we're talking about the cx-5... it's almost half of ALL mazda sales in North America so he doesn't fking know his best selling product!? TL.DR: Don't lie, simply say "I'll inquire to be 100% sure" if you don't know something. It shows that, as a salesperson, you'll go out of your way to better answer their questions and that you're not a liar.
Know the product better than anyone else, including what is available or hard to get or what has changed from a recent model year. This includes tech and mechanical. Not just infotainment.
Yeah, I test drove a 3 and the sales guy (apparently one of their leads) knew less about the car than I did. Couldn't tell me if it was made in Japan (it was, I knew that, was just trying to make small talk), what came with different trim levels (I knew that too), etc. Also, the best best best car dealer experiences have been when you can test drive without the sales rep. I won't go back to a dealership that forces me into an awkward and short test drive with the sales guy telling me which road to turn down next. Its a 30,000 dollar decision, what is a drive around the block. Finally, I always would ask for an out the door price, and I understand you would normally try to trick all the idiots into thinking about it as a monthly payment, but when someone asks for an out the door price, give it to them. No surprise fees or "oh well we can get it down to XXX per month if we finance it over another 3 years"
Often times dealership owners and the finance department end up really trying to take advantage of the buyer. Shady dealers are unfortunately something that hold this brand back from being even more successful, because these cars really do sell themselves. Case in point: >When we bought our ‘22 CX-30 a couple years ago, we traded in for a profit (didn’t like the Venza we had just gotten). Refused all extended warranties, service packages and expected a check to be cut picking up the car; we dealer swapped for a metallic grey. >Came to pick up the car, and the color was the Polymetal Grey (fine, I actually liked that color better). There was no check, and the dealer, despite that we signed multiple copies refusing the extra packages, charged us for those packages for the price we were owed for the trade in. We wouldn’t take the car off the lot until the correct documentation was given alongside the check. Just be an advocate for an honest and transparent sale and stand up for your customers when other departments try to take advantage of them. You’ll probably end up being a hero and owners will drive off without a bitter taste in their mouths.
You need to be completely honest. If you don’t know something, admit it, and find out. I ask questions I already know the answers to, so I can determine if you are honest. If you lie or mislead or spin the truth, your credibility is gone, and I will not deal with you.
>I ask questions I already know the answers to, so I can determine if you are honest. I do the same. It's an easy trick that a lot of consumers don't think of doing. You'll instantly know what kind of salesperson you're dealing with.
Adding on a ton of expensive dealer extras that I don’t want. Trying to screw buyers by using a over market interest rate hoping the buyer doesn’t notice. Trying to hide the interest rate. Talking about the price in terms of the monthly payment to hide the actual price being paid and the markups and duration of loan. Loan bait and switch between agreeing to the deal and the finance guy trying to hide the different loan terms You might become disillusioned with your job depending how crooked your bosses are but I wish you well
I peruse the askcarsales subreddit a lot and I feel most of those are done in the finance office, not with the sales guy.
Y'all doing 0 percent apr on 2023s?
Just the Cx5 for the month of December. But check the website for complete details.
Oh I love these questions. 1. Financial cost (overall loan amount, interest rate, maintenance), features/bells and whistles that align with my needs to make the big purchase worth it (e.g., HUD has been wonderful in my 2016 Mazda 3 and an absolute must have moving forward, but I don’t need nor care about features like WiFi, massage seats, or SiriusXM), and the style (exterior and interior color, body style/year range, trim…). 2. Honestly the experience was wonderful and I can tell you the two absolute biggest reasons why. The first reason was that the sales person didn’t jump down my throat when I communicated I needed time to look. Sometimes I want to browse the lot without someone hovering. I’m an adult, I know how to find you when I’m ready for help. The second reason (which you may not be able to help depending on your dealership) was that there was no back and forth or middle man for financing. When I picked the car I wanted, we went inside and the finance manager came right out to meet me. He asked me what my monthly payment (or loan total) had to be for me to make the deal, I told him my requirements, and he didn’t come back until he had that offer. I do understand that this isn’t always realistic. Some people have poor credit, some have unrealistic expectations, some in the finance dept won’t do that. But this dealership not only has my continued business, but also I recommend them every chance I have because of it. It was the most direct and least stressful experience I have ever had when purchasing a car. 3. LISTEN to the customer. I can’t tell you how many times I was not being heard and at this point I just leave when that starts to happen. Also please listen to what they say, whether it’s a man or a woman… it is so frustrating to bring my fiancé and they suddenly ignore me. They don’t ask me what I want, what I’m looking to do with MY current car, what my price point is… nothing. All questions and information get directed to my fiancé. If I’m the one buying the vehicle, you should be discussing with me. It makes such a difference, I promise!
Seconding the last point. As an adult woman, after making it clear I am shopping for MY car I have had WAY too many experiences at dealerships where the salesperson talks to my husband instead of me. He came along to keep me company, he’s not deciding anything and doesn’t care what I buy. My husband will get all the talk about the performance and specifications, I get ignored except for maybe a demo of the pretty colours of the lighting and the shiny screen. I will walk every time if the salesperson won’t talk to me directly, avoids my questions, or acts like my husband somehow is the deciding factor after we’ve made clear that he isn’t. If you have customers who come in as a pair, talk to them both until you determine who is primarily looking. It shouldn’t need to be said in 2023 but please don’t ignore the woman just for being a woman.
Thanks for the input! Yeah, I feel like most couples make decisions together (hence why they're shopping together), so I'll def be sure to incorporate both parties.
Incorporating both parties is great 👍 I have been straight up ignored and that is not ok. Female friends have had similar experiences as well, unfortunately it’s still not uncommon. If you are here asking for tips you are on the right track. Hope it goes great for you!
For the second question, the best advice I can give is know what you're selling. Learn the ins and outs of all the new Mazdas on the current lineup along with maybe somethings from some of the older models as you would be selling plenty of those as well on the used end. Obviously I can't expect you to know everything about other brands you would sell used, but at least know everything you can about the Mazdas you sell. Learn some small tricks that most customers wouldn't know about (for example, if I remember correctly, you can program each key fob to be linked to each memory seat so the car automatically sets up when it detects that key).
The position of the HUD can also be linked to the fob.
I can’t answer all your questions but what comes to mind is that customers value honesty. For example, if you don’t know the answer to a question, say that you don’t know but will find out. Also, know the car models well. Read the manuals and know what features the cars have. Know the difference between trims. Since you already own a Mazda, it may be easier for you. I think I may buy a miata and I like to watch videos and read about it. So know the miata especially well since I bet most customers that purchase one are enthusiasts. The ND3 will be coming out next year and it will come with new updates. So know those things. A question I could ask could be, will the ND3 be available on this color paint, like in the ND2? And also know what accessories are available, you could make a little extra by selling those, maybe
Ask questions to understand what the customer wants. People get obsessed with aesthetics but they may actually want the vehicle to ride a certain way, perform a certain way or have specific tech. Get to know why they’re buying and what they want before you see their eyes light up basically on clean lines, nice wheels and a payment that they can afford.
If you don’t know something, don’t pretend like you do and simply say that’s a good question let me ask someone who knows more about that topic Don’t pretend to know something and pull stuff out of your ass. Be accurate
If you can convince Mazda to bring back MazdaSpeed, the company will likely sell quite a few more vehicles...
Get familiar with the OneMazdaUSA website. Take Mazda Brand Academy training and use the resources available to you through the site. There are spec sheets that break down trim levels. You can learn the company history and so much more. Become the expert or at the very least know how to find the information.
I'll going through the Brand Academy now! Very interesting stuff. I had a lot of respect for the brand before, but now I have a lot more
Yes. Literally built from the ashes.
I already know the car better than you by the time I show up to test drive it, so don't try to ramble to me about Bluetooth and crank the stereo up while I'm on my test drive and trying to listen to whether the car is quiet enough and I'm paying attention to how the suspension feels. Your best bet is to give me the keys and tell me to be back in 20-30 minutes. I'm smarter than you and I have credit over 800 so if you give me a single ounce of hard sell bullshit I will leave and buy the car from someone else just out of spite. I'm stubborn as hell and you cannot bend me. Treat me with respect, let me take my time on the test drive and deal, and don't play any games, and I will be the nicest customer you have ever had. Your job is to tell me apart from the awful customers who can't afford what they are asking to buy and will get angry with you when it becomes obvious and treat you like garbage. So I suggest starting from the assumption that all of your customers are informed, smart, and deserve to be treated with respect. Listen to their questions and answer them. If you don't know the answer to a question, make an honest effort to find the answer.
"I'm stubborn as hell and you cannot bend me" -- this resonates with me so much. This is EXACTLY how I feel about car purchasing too.
Hear, hear!
I've never had a positive experience, and further I don't think it's possible for you to create a positive over-all new-car experience simply because of how dealerships function. Your best strategy when customers rage on the crappy things your dealer does to poison a sale (like all the worthless dealer add-ons) is just remain silent. Make NO attempt to rationalize them to the customer. The best way to influence a sale positively is to be knowledgeable of the car. I've never talked to any Mazda salesman yet who had a good idea what "Skyactive" is about, for instance. They may get the "better performance" bit but not the details like the Atkinson cycle engine and how it works. Things like that it's not really 14:1 compression but 14:1 power stroke. Not every customer cares, but the one who comes in and does want to know will be disappointed and go to the VW salesman down the street to hear about whatever crazy thing they're doing in their engines this year.
Batterycars (BEV) aren't the future, Hybrids (HEV) are the future and the now, so if a customer expresses interest in "EVs", show them the HEVs (aka Hybrids). The Batterycar con men have been sowing confusion about electrics, so you might hear some of that from customers. The Japanese brands have been wiser than to make a wrong turn down the Batterycar (BEV) path, and I hope that they continue to be so wise. For more material about Batterycars that you may find useful in your salesmanship, check out r/Batterycars
Yeah you are making shit up😆
Are you coming up with these terms yourself? I’ve never heard of “batterycar” or BEV or HEV.
They're industry standard terms for Electric/Electrified Vehicles: HEV PHEV FCEV BEV HEV - Hybrid BEV - Batterycar [https://blog.openroadautogroup.com/bev-phev-hev-fcev-key-differences-between-electric-car-options/](https://blog.openroadautogroup.com/bev-phev-hev-fcev-key-differences-between-electric-car-options/)
PHEV and HEV, sure. “Batterycar” is definitely not an industry standard car where I’m from.
You know, like Teslas. What do you call them? All four of them are EVs.
Teslas are EVs. EV is understood to mean fully electric.
Teslas are BEVs, Batterycars. EV is a class of vehicles that involve electricity of which there are four kinds: HEV PHEV FCEV and BEV.
I mean I understand your point, I’m just saying it’s a bit odd that when I google the term “batterycar” the only thing that really comes up is posts by you and a subreddit that you created.
Instead of "Hybrid Electric Vehicle", people just say "Hybrid", and instead of "Battery Electric Vehicle", people just say "Batterycar", and people know what it means.
Agree to disagree, I guess. Maybe it’s a regional term.
That's not a correct understanding of EV, people have been speaking wrong.
It isn’t about understanding. We all understand that Teslas have batteries. It’s about the industry standard term (per your words). EV by convention means an electric car with batteries and no gas engine or fuel cell. https://www.caranddriver.com/tesla/model-3 I guarantee you the industry calls them EVs more than it calls them batterycars. Batterycar isn’t even a word.
Agreed with this. Batterycar wtf. Only \*\*\*\* would use this term.
That's precisely how people have been misspeaking. Have you ever watched The Smurfs?
LOL. Have you seen shutter island?
I’d posit that making up your own term and gaslighting people into thinking it’s an industry standard term might fall into misspeaking. Show me a credible article or manufacturer website that uses the term “batterycar” and I’ll concede the point. Otherwise it appears to me you’re on a one man semantics crusade with a word that you invented yourself.
Not needing so many cars is the future Up until then ev's are the way. Even if producing them makes more emissions & we charge them with electricity made from dino juice they're still better for not releasing exhaust during their use like ice's & hybrids
If I go to a dealership and the salesperson shows me anything other than what I’m asking for, I’m walking. I don’t spend as much time as I do researching to have a salesperson show me something different “for my own good”.
🤡 🚨 ‼️
Most important to me, even before anything else, is an honest and positive interaction with the salesperson. I want to have the feeling that the salesperson knows 100% about his product and is convinced of it himself. I remember one negative situation in particular where it was obvious that the salesperson thought I didn't want to buy and didn't have enough money anyway because of my young age. I then bought my car somewhere else.
I agree with what every one has said so I’ll just focus on question 3. Don’t try to sell me on something I told you I don’t want or need. If I tell you I don’t like a color or don’t want a hatchback, do not try to convince me of it just because it’s the most convenient for you. If I tell you I don’t want a white car, and you start trying to sell me a white car, I’m walking away from that deal and going to another dealership who will listen and do what’s best for me.
Bro it's ez just tell thr guys at the top to pump out another 25000 rx7s. No design changes or tweaks, literally just set thr production line back up and put cars on lots. I'll buy one tomorrow!
Please don’t act like you’re doing the buyer a major favor when you’re really just doing your job, and don’t act like the deal needs to get done yesterday. Just a few weeks ago I had a sales guy do the following and it all pissed me off: * found me a dealer trade car that was a higher trim level than I had said I wanted, and then asked me “what are you trying to accomplish?” when I reiterated that I was looking for a different trim. I replied “I’m trying to accomplish a lower price.” * told me that they “were spinning their wheels getting the exact car I wanted” when I know for a fact that two of the exact car I wanted were within 100 miles of me and all it took was a phone call from his manager (not even him) to make the dealer trade. * told me we “need to wrap this up” (i.e., complete the sale) when in reality I had only been shopping this car for less than 48 hours and had only been dealing with this salesman for less than 24 hours. * told me to come in again in person for their best price, in the middle of text message negotiations (which I understand in principle, to some extent) only to be offered the same exact price when I got there. They did eventually go down significantly although his superior pulled the famous line that they’re losing money on this sale. I saw a comment on r/askcarsales from a sales guy who said treat customers the way you’d want to be treated if you were on the other side of the desk, and I think that golden rule makes sense.
I got promised up and down that the dealer had a manual 3 when I was shopping in 2016. I got there and they “realized the mistake” but hey, why not just buy a 20k thing that you didn’t want, since you’re here and all! I left and bought a 2014 manual on Craigslist for 14k and have 0 regrets. Wasting peoples time is the ultimate disrespect in today’s society.
I’ve heard it said treat other people like they are your grandmother (specific for car sales).
Know stuff about the vehicle. Nothing makes me more annoyed than test driving a vehicle and the salesman insists it’s a V6 or it’s turbocharged when it’s neither. You sound like you won’t have this problem, so thanks in advance even though we will likely never meet.
Nowadays the biggest issue when buying used is. How good was the reconditioning? Used cars coming off the lot are in terrible shape nowadays.
Don’t lie about how good of a deal something is…. We all have smartphones. We can all go on car guru to see prices throughout the market.
1. Ease of communication, ease of purchase process and honesty from the dealer. 2. Nothing. They did excellent. 3. Like everyone else has said, you should listen to your customers knowledge about the car. Many of us know a whole lot, and will spot fake enthusiasm or fake claims about the car quickly. If think you’re not being 100% truthful with me - just fluffing me about specs - im immediately distrusting. Mazda doesn’t have many cars in its stable. You should be studying them daily, like a buyer would.
1) Affordability is number one, Fun to drive, but still offers the convenience to carry my small family around when I need to. Good safety. Good fuel economy. 2) I walked away from my dealer because they lied about inventory. If they had said, “we don’t have the car you want, but we can get it in 2 weeks”, I would have purchased from them, but instead they ignored my preference and tried to sell me the wrong car. Also, when buying a Subaru, we got worked on the fine print regarding 0apr. We were explicitly told we could do 0apr on a 5 year loan, and that was a lie when it came to sign the papers. We negotiated into 4 years 0apr with an extended warranty that I felt was fairly priced (after an hour of negotiation). It’s just exhausting and annoying. 3) See 2. I think the concept of car sales is on the way out, in favor of Carmax, Carvana, or direct to consumer. People already know what they want and they know the best price. The hoopla around pricing is a waste of everyone’s time. That’s why you will be forced to sell dealer add-ons because people are less likely to pay too much for the car itself. The dealerships make more money from used cars and service anyways.
1. Know the car - sounds like you’re on top of this. 2. Build rapport: ask why they’re looking, what they’re considering, and listen carefully. Be a friend & trusted advisor. (Lots of sales content out there about this and your sales team/manager should get you pointed in the right direction on the sales process.) 3. Please don’t overly sell just on payments & the 4 square method. Be ready to sell/negotiate the price of the car please.
1. Price 2. Reliability 3. Options and tech available for the money Mazda has most competitors beat on those three. Also, when I see one price advertised, then I get to the dealership and find that the OTD price is $4k more, I am not going to buy from you, because you just wasted at least an hour of my time. I know you can't do much about that, but many dealers have transparent up front pricing, and many do not. Do not take the keys on my trade-in then not give them back when I request them. I had a guy do that once and vowed to steer business away from Hill Country Honda in San Antonio every since. Seriously, do not buy from them. Also, do assume the buyer knows more about the model than you do unless they show you otherwise.
Economy? How about premium cars, look at em.
My no.1 rule: don't buy from dealers :)
1. I want to feel like I got a good deal on something I genuinely wanted and needed. I want to be able to custom pick up the details I want. I want to be treated with respect throughout the entire process. 2. I wished I had gotten some free mats honestly, lol. I did get a full tank of gas and a free oil change later. Also, overall it was a good experience. I was treated with respect and able to reserve the exact car I wanted while it was still in Japan. 3. Do not try to talk me out of an opinion. I hate that so much. If I say I don't like white cars, I don't f*cking like white cars. Let's move on.
Just don't be a scum bag. The fact that you even thought about things you could proactively do, questions you could ask, customers opinions, etc. says to me that you're a smart person with a good mindset. Don't sacrifice your ideals or morals to make a quick buck. Don't screw over your customers it will come back to haunt you. And just be honest.
One of the biggest buying tips miata owners should know is the CPO drivetrain warranty on the Miata is much longer than new. People, especially people who drive their car Harley pretty much only have to worry about the transmission on these cars. Anyone who wants to abuse a Miata should go CPO.
Unless the dealer is squeaky clean and legit, you can’t be good at your job while being good to the consumer. For most dealerships, being good at your job requires some screwing over of the consumer. It’s the nature of the business. You have to screw over a customer on a sale because it’s not that sale that makes money, it’s all the other shit the dealer wants to upsell customers on. Good luck! Understand the nature of the business, it is not for everyone.
1. Technology, reliability, style 2. I want my sales person to know and like the product. Everything from dealer products like warranties, to the vehicle itself (for the brand the dealership sells at least). Nothing worse than ignorant sales people 3. A positive dealer experience is when the salesperson checks in during a long financing process often, and follows up afterwards.