Topic: Obligations Owed re Test Drive?

[AP]

What obligations, if any, are owed to the dealership that takes the time to provide a test drive? 

My own practice has been to give the test drive dealership the first opportunity to earn my business.  If another dealership is willing to offfer a better price and the test drive dealership will not match the price, then I opt for the better price if the difference is material to me.

Is more owed to the test drive dealership?

[CanuckG35]

For me the best price will earn my business.  When I purchased my Edge last year, my local Ford dealership was great regarding the test drive.  They even let me keep it over night.  When it came to price, another dealership an hour away came in a little bit lower.  I purchased the vehicle from them. 

[Jaeger]

I'll test drive at my local dealership and for sure give them first crack at earning my business if I decide on that make.

Jaeger

[TopGun]

Is more owed to the test drive dealership?

100% AP. They have invested their time and resources in the sale and they should have the first opportunity.

If we leave them for, I'd say $500, then we deserve to be treated as a simple number. Now, if the diff is '000s, I'd still give them the opportunity to explain.

[2latecrew]

The only obligation I feel is that I take the drive in "good faith" with disclosure of what my intentions are.

I'm planning to buy in the next month, next week whatever..I'm test driving several models and have not decided which I want to purchase etc. If someone refuses a test drive because I won't be purchasing right away or am not sure if I want that model I would not be angry. If they allow me to test drive then I would feel no obligation to purchase from them.

For me I doubt I would buy a vehicle if I've never driven one. Its a part and cost of doing business. When I sold cars they encouraged sales people to do what they could to get people to drive the car. It was a step towards closing a sale.

When it comes time to actually buy the best deal will win within say 50-100 dollars. If the price was that close I suppose I would consider the salesperson/dealer experience as a tie breaker. It really doesn't take much effort to give me the keys and or sit in the back and be quiet while I drive. So I feel no obligation.They may get first crack at negotiating a deal simply because I'm there..if they don't offer a test drive they might well lose the opportunity just due to logistics.

I don't support wasting people's time test driving a vehicle I have no intention or ability to drive without being up front about it. I've been given test drives when its slow somewhere and I told the guy not really looking to buy. He may hope it will change and he had nothing to do anyways I guess.

[Jaeger]

Is more owed to the test drive dealership?

100% AP. They have invested their time and resources in the sale and they should have the first opportunity.

If we leave them for, I'd say $500, then we deserve to be treated as a simple number. Now, if the diff is '000s, I'd still give them the opportunity to explain.

I dunno - the flip side of that is, if they're willing to lose the sale for $500, particularly when they stand to make far more than that on servicing the vehicle... well....

I don't think it could be said that the dealership has invested $500 worth of their time in the test drive. 

In my experience, if you're $500 apart, the dealership will usually do enough to keep you from walking.  Take off a bit more cash and / or throw in some freeby accessories or a bunch of free oil changes or something to make you happy.

Jaeger

[CanuckG35]

Is more owed to the test drive dealership?

100% AP. They have invested their time and resources in the sale and they should have the first opportunity.

If we leave them for, I'd say $500, then we deserve to be treated as a simple number. Now, if the diff is '000s, I'd still give them the opportunity to explain.

Disagree.  If they are not willing to come down $500 to make the sale, why should I dish out an additional $500 from my bank account just because.  In my case last year, the difference apart between the two dealerships was $700 and some change IIRC.  I dunno about you but I am not going to throw away $700 just because they let me test drive a vehicle.

[Jaeger]

The only obligation I feel is that I take the drive in "good faith" with disclosure of what my intentions are.

Good point.  I have often gone in to "look" well before I ever intend to buy.  I tell them straight up my purchase may be a year off, or whatever.  If I am instantly transformed into a meaningless nonentity at that point, well, that tells me something about the dealership - or at least that salesperson.

Jaeger

[AP]

When I bought my MDX the dealership told me they have lost sales for as little as a $20 difference.  I think that takes the point too far - way too far.  

I neither bought my F150 nor my MDX from the initial test drive dealerships b/c the price differentials were well over $1,000 for the identical product.  Since I was transparent with the dealerships I felt I breached no ethical practices.

[2latecrew]

The only obligation I feel is that I take the drive in "good faith" with disclosure of what my intentions are.

Good point.  I have often gone in to "look" well before I ever intend to buy.  I tell them straight up my purchase may be a year off, or whatever.  If I am instantly transformed into a meaningless nonentity at that point, well, that tells me something about the dealership - or at least that salesperson.

Jaeger

I don't take that personally ..nor do I think that says anything about the salesperson or dealer. Sales people are rarely compensated except on a sale. If I am to take you at your word that purchase is a year off then I'd say "Here is my card come back and see me in 11 months" If I'm not selling you a car I need to talk to someone who I can. Chances are very high in most dealers that the guy you asked for a test drive won't ven be there in a year when you buy..so he reaps no benefit.

I know I got screwed by getting stuck with time wasters who couldn't purchase while the next guy in line got the lady who bought the expensive car at full list price with no fuss no muss and got the big commission.

[Julie]

AP, my preference is to do just like you said.  However, now I'm re-evaluating in certain circumstances.  For instance, one dealer gave me a much better deal than another but I still went back to the original dealer to give him a chance to match.  But there's no way the first dealer would have given me that price had he not believed he was going to lose the sale. Now I think l#ll give it to the dealership who was willing to offer me the price in the first place, unless I had taken up significantly more time with the first dealership than a simple test drive.  I try not to Easter people's time unless I'm ready to start negotiating, so I also like to be very upfront with, including if I will seek another quote elsewhere, usually at a place recommend by a friend or has a good reputation.  I have not asked for quotes from multiple dealerships.

Edit: sorry for typos, writing from Android

[Jaeger]

I don't take that personally ..nor do I think that says anything about the salesperson or dealer.

I don't take it personally either - but I think the better dealership / salesperson will still make an effort to be helpful.  And the better ones have.  And the better ones are the ones that have earned my business.

I first went into my Hyundai dealer close to a year before I was really ready to replace the Altima.  I told them this straight up, and they still went ou tof their way not only to accomodate a test drive, but suggested I look at models both up and down - and drive those as well.  Ended up buying there, then bringing my sister and a colleague in to make purchases as well.

Had they scoffed at the outset and said "come back when you're serious" - I can't say it would have played out that way.

Jaeger

[2latecrew]

I don't take that personally ..nor do I think that says anything about the salesperson or dealer.

I don't take it personally either - but I think the better dealership / salesperson will still make an effort to be helpful.  And the better ones have.  And the better ones are the ones that have earned my business.

I first went into my Hyundai dealer close to a year before I was really ready to replace the Altima.  I told them this straight up, and they still went ou tof their way not only to accomodate a test drive, but suggested I look at models both up and down - and drive those as well.  Ended up buying there, then bringing my sister and a colleague in to make purchases as well.

Had they scoffed at the outset and said "come back when you're serious" - I can't say it would have played out that way.

Jaeger

Its great if a dealership compensates people in a manner that encourages this. Its great if the dealer is forward thinking enough to set up an environment where you have long term sales people who are able to act in a manner where they can build a relationship for a sale down the road.

Its all about the system and how you compensate people. The Toyota dealer I worked at did not work that way. You didn't sell you didn't eat. Not many people could afford to think about a year from now. Its still a huge turnover industry.

We need more dealer's like your Jager but if that was the way to profit I wonder why more don't do it that way.

[Jaeger]

Its great if a dealership compensates people in a manner that encourages this. Its great if the dealer is forward thinking enough to set up an environment where you have long term sales people who are able to act in a manner where they can build a relationship for a sale down the road.

Its all about the system and how you compensate people. The Toyota dealer I worked at did not work that way. You didn't sell you didn't eat. Not many people could afford to think about a year from now. Its still a huge turnover industry.

We need more dealer's like your Jager but if that was the way to profit I wonder why more don't do it that way.

I get the realities of the situation - and don't envy those working on straight commission.  But in my view, it's a matter of professionalism to not make that buyer feel like a useless waste of space just because there is no likely prospect of an immediate commission.  I'm not saying everyone has to go out of their way like my dealer did, but maintaining a courteous and helpful disposition toward the customer should remain part of the job description, regardless.  That doesn't always happen.

Jaeger

[2latecrew]

Its great if a dealership compensates people in a manner that encourages this. Its great if the dealer is forward thinking enough to set up an environment where you have long term sales people who are able to act in a manner where they can build a relationship for a sale down the road.

Its all about the system and how you compensate people. The Toyota dealer I worked at did not work that way. You didn't sell you didn't eat. Not many people could afford to think about a year from now. Its still a huge turnover industry.

We need more dealer's like your Jager but if that was the way to profit I wonder why more don't do it that way.

I get the realities of the situation - and don't envy those working on straight commission.  But in my view, it's a matter of professionalism to not make that buyer feel like a useless waste of space just because there is no likely prospect of an immediate commission.  I'm not saying everyone has to go out of their way like my dealer did, but maintaining a courteous and helpful disposition toward the customer should remain part of the job description, regardless.  That doesn't always happen.

Jaeger

That's likely because most of them don't view themselves as "professionals". They aren't treated as professionals.  I keep coming back to but its all about the system. I agree people should try to be civil and polite under almost any circumstance but if the system doesn't allow you to get back in the "lineup" where you might have a shot at a today sale then the "system" encourages unprofessional behaviour.

The professional answers your questions so that you will come back to see them later. The reality of the situation is that most want and NEED to dump you ASAP so they can get back in line.

Unfortunately  maintaining a courteous and helpful disposition toward the customer  isn't part of the job description in many cases. Its churn and burn.

It all starts at the top. sounds like your dealer has good management and rewards professionalism. Many don't its numbers or get out.

[AP]

I am sympathetic to the plight in which sales reps can find themselves...but only to a point.

A car is the second most expensive purchase that people routinely make.  Sorry, but I am not going to make that decision without price shopping.  Tough luck if the sales rep wants to make the most sales with the least effort.  That ranks a 0 on my list of concerns.

Also, quite frankly, I don't need the sales rep to explain anything about the product.  No disrespect intended, but the sales rep is to me (though perhaps not to others) amost entirely redundant.  I research the product and pricing in advance.  My experience would be diminished not a bit if we removed the sales rep from the equation and I dealt directly with whoever has authority to approve the final transaction price.

None of which is meant to justify treating sales staff disprespectfully or negotiating without transparency or good faith.  But a deal is only a good deal if both sides (including me) are happy with it. 

[CanuckG35]

^ I would certainly agree with that AP.  I also have found in a number of occasions that I know more about the product (through lots of research) than the actual Salesperson.  Like you, no disrespect intended whatosever.

[2latecrew]

I am sympathetic to the plight in which sales reps can find themselves...but only to a point.

A car is the second most expensive purchase that people routinely make.  Sorry, but I am not going to make that decision without price shopping.  Tough luck if the sales rep wants to make the most sales with the least effort.  That ranks a 0 on my list of concerns.

Also, quite frankly, I don't need the sales rep to explain anything about the product.  No disrespect intended, but the sales rep is to me (though perhaps not to others) amost entirely redundant.  I research the product and pricing in advance.  My experience would be diminished not a bit if we removed the sales rep from the equation and I dealt directly with whoever has authority to approve the final transaction price.

None of which is meant to justify treating sales staff disprespectfully or negotiating without transparency or good faith.  But a deal is only a good deal if both sides (including me) are happy with it. 

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+1

But its very difficult to have one manager with authority negotiate when there may be several customers at the same time. It would be too expensive to pay several managers. You do need someone to greet the customer and guide them trough the test drive process (find the car, explain where key controls are and disperse and collect info and keys. Its much less expensive to get commission sales people than to hire salaried workers to do that.

Your experience would enhanced by dealing with the decision maker but dealers feel their profit would be reduced. Ultimately you or I still need to buy a car from one of these dealers regardless of if they cater to us or to their own system. If you want a new XYZ you have to buy from a dealer.

[Jaeger]

We're all car guys (and gals) here - so it's not surprising that on average we will know more about the product that the salesperson in this very high turnover field.  But we do not represent the general buying population who I expect, on average, know far less than the salesperson.

Jaeger

[AP]

Jaeger, I agree with that. The business model understandably reflects the needs and aptitudes of the average consumer, which we are not.

So I see a role for the protocols...just not in application to me.