selling cars (part 10)

Sales rep: Jeff HigginsAspect liked best about my purchase: The salesman was conscientious, highly knowledgeable and spent a great deal of time with us. We were most impressed with Mr. Higgins and his professionalism

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Selling Cars (part 8)

Ryan Motte was excellent. He made sure he did everything he could to accomodate me, and did not leave me unsatisfied. He also knew a lot about the car and was able to explain to me in depth with whatever question I had.Bobby Jones was also excellent in my finance options. He explained to me some of the things I should consider having and why its important. I was very appreciative of that because I have had situations before.Were you satisfied with the follow-up from Rick Hendrick Toyota?Yes, I was called and got a postcard in the mail notifying me of my tags arriving. I was called a few times actually and appreciate that because they had extreme concern, and wanted to make sure everything was alright.As I said before the service was ABOVE AND BEYOND. More importantly, I never once felt like I was getting shammed or fooled because I am in the military.My car is exactly what I wanted! I cant remember who briefed me on all my features. But he was extremely polite and knew that car INSIDE OUT!What aspects did you like the most?How they worked with my budgetLauren S.

Selling cars (part 7)

I liked meeting with each individual. I was impressed with their knowledge and making sure that I understood on a hands on process. The employees acted as if this car was their first sale. What a great dealership. Thanks to everyone.... The experience was perfect.

-- Betty G.

Selling cars (part 6)

What aspects did you like the most?

...not rushed, given time to make the best choice for my needs. Nate was my salesperson and he went the extra mile. I love my car!

-- Dorothy M.

Selling cars (part 5)

What aspects did you like the most?

Friendliness and knowledge of the salesperson - Sam S. -finance mgr, and all who were involved in the purchase.

Any aspects that could have been improved?

None - we were completely satisfied with the whole process... Sam Stallion was our salesperson, very knowledgeable and if we were to trade vehicles again, we would definitely ask for Sam.

-- Kenneth C.

Selling Cars (part 4)

Dear Mr. Costello, My name is Rashanda and I had to contact you personally to say thank you for giving my family a much needed chance. Saturday, June 14 08 my husband and I became first time buyers through your dealership. Just the day before, our second and only form of transportation failed us and left our family in a very touch predicament. Having never purchased a vehicle through a Name Brand dealership, knowing my minimal credit history and husbands tarnished credit reports, we entered your dealership doors carrying a little more than two mustard seeds of faith in each of our pockets. We were first greeted by a very polite and patient salesman named Robert Knox. During our entire visit, never once did my husband, nor I, feel as if we were being forced into a vehicle that was beyond our means, nor feel discriminated against due to our credit scores, because in all actuality it was the complete opposite. Talking with Mr. Knox was very easy as well as pleasant. Because of my desperation for a dependable vehicle for my family, it took everything inside of me just to breath and not break down crying during our negotiations or scream out loud, Please just give us a chance. He was so compassionate, understanding, and empathetic of our situation. We told him what we could and could not do as far as payments along with our wants and needs and he went, in our opinions, above and beyond what we imagined possible. Near the end of our visit, we met a gentleman named Mr. Artie Hall. Walking into his office, Mr. Costello, I felt as if I might as well had been standing in front of a panel of judges. Just in case, I had already prepared myself for something to go wrong, sir, and just when we felt as if our blessing was complete, he smiled and asked my husband and I if we could stand anymore good news. My joy and tears flowed uncontrollably at that point and it took me holding tightly onto my chair to keep myself from literally kicking off my shoes and doing a praise dance right then and there in Mr. Halls office. You cant begin to understand how your dealership has impacted our lives and changed our lives and changed our misconceptions of well recognized dealerships. I thank God for leading us to your company and for placing two beautifully spirited salesmen along our paths. Forever Grateful, Carlos & Rashanda

Selling Cars (part3)

"I bought a car from Rick Hendrick Toyota. The sales people and managers treated me fairly and were courteous. I had an excellent experience. Thank you Rick Hendrick Toyota."- Satisfied Customer

www.rickhendricktoyota.com

Selling Cars (part 2)

Sales Ratio: Starting out in the car business I knew it was a numbers game. selling cars is all about a ratio. The ratio gets better when you get better and based on the current market conditions. For example a new salesman with no experience usually would sell 1 to every 5 customers they encounter, equalling a 20% selling ratio. This was hard for me to understand starting out because I thought everyone that walked in the door bought a car, I had a lot to learn.

The ratio exists because of a few reasons:
1. Sale price of the car more than customer can afford
2. If the current vehicle to be traded in has an open loan on it greater than the Actual Cash Value (ACV)of the open loan. Negative Equity
3. Credit challenges
4. Customer can not produce Initial investment
5. Unrealistic expectations
6. Mis-communications
7. Lack of experience
8. Lack of Product Knowledge
9. Objections
10. etc; etc; etc;

The ratio can increased and reduced by any one or combination of any of these reasons. the ratio is not exclusively limited to any of the above reasons. As a new sales rep I knew I had to sharpen my skills in customer service, product knowledge, and the complete industry if I wanted to make this my new career and not just a job.

I had to understand that there are a few things I could not control. Have you ever heard the expression "my eyes are bigger than my stomach" or "champaign taste but beer budget", I had to learn the reason why the customer could not buy a car. We have all desied something more than we can afford. What young kid growing up in the 80's & 90's did not want a Ferrari after seeing Magnum P.I. or a Trans AM after seeing Smoking and the Bandit or Knight Rider? I know I am showing my age but we all aspire to something more in life.

I had to learn another thing that I could not control is a customer's "credit worthiness". Your credit is your meal ticket when it comes to large or major purchases like, land, boats, homes, and yes automobiles. Your credit worthiness not only determines the rate inwhich you can borrow against but for home many months you can borrow for. I had to learn that everyone deserves a a chance to purchase a car, but it is really all up to the banks. The relationship is between the customer and the lending institution, not the dealership. The dealership is like the match-maker for the lack of better words.

What I have learned was master all of the above to provide the best customer service.

Selling Cars

I have not been in the car business for a long time compared to many, but longer than some. There are a few things I have learned since I've started just three years ago. I decided to sell cars to take a break from from Corporate America, only to find out there are a lot of similarities.



I asked my peers what is selling cars all about . It was almost like asking what is the best flavor of bubble gum, everyone had a different answer. But it was a combination of what they all said...

1. Knowing your product and how it appealed to customers,


2. Knowing what your customer is looking for (Safety, Performance, Reliability, Durability),


3. Understand how the customer was going to use the car, (mostly Highway or around town)


4. Make sure the customer was not on too much car for their desired payment,


5. How often does the customer buy a new car


6. What do they like most about the car they are currently driving


7. etc; etc; etc;

... and that was my first day at work, WOW. I guess what it all boiled down to was good customer service

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