You are correct that the " customer" wasn't reasonable or logical but if I could offer another bit of a perspective. I like my local dealership - I mean I bought 2 brand new cars from them, so I must like them. But - they kinda put you through the mill getting a price. You have to sit down at the desk while they type War and Peace into the computer..and write it all up. I wanted some hard numbers on trading my 2012 Focus for an SE Fusion and I kept getting the whole "sit down and let us run the numbers" answer. Lets take a test drive? I don't want the test drive yet. I'm willing to bet it runs great. Then they have to introduce you to the boss before you leave. Maybe he can give youa few bucks off. It's maddening from the customer perspective, unless you just want to immediately pay the sticker price. Sometimes you want to be treated like a human being, I'm tired I'm cold, I want to go home and eat dinner - just talk to me normal and informal about the price so I can think.
So maybe your guy was just super tired and paranoid from getting this sort of treatment from other dealers and he was testing you. Jus sayin'
That's awesome, and what car do you want?
Yep. I could start a similar thread to this on how not to reply to an internet sales inquiry by my local dealers. If you have an internet sales specialist on your web page, why is it four out of five could not give me a simple price quote when I gave them the exact car and options including the MSRP from building it on Ford.com? They all wanted me to either come in to discuss it further, or provide them with my phone number so they could ask some questions. When I promptly replied with an email asking them to email me any questions they needed answered, I never heard back from them again.
What part of internet sales is impossible to figure out?
I deal with internet sales too, you know for the first year I did it I did it the way the customer wanted. That year I had about 50 internet leads come to my desk, I sent out the quotes and information as requested followed up and closed 6% of those deals. (that's 3)
Then I decided
this, I'm going do it the way everyone else does it. That means I call you before I send the quote, I want to talk to you. Why do I do this? Cause as amazing as this sounds a lot of customers don't know what they want. The other day a guy asked for the numbers on a Jeep Wrangler, but he wanted a fully SUV that drove nice and wasn't expensive. That's not a Jeep Wrangler.
My close ratio on E-Leads is now 24%. So if I'd of done that same step in my first year I'd of closed 12 deals instead of 3.
I just want to point out the people who come here are prob different from the normal customer cause they love cars and respect them. However I've been selling cars my entire adult life. I know what works and what doesn't. And when I hear customers say "Ah I wish dealers would do this" I know EXACTLY why they don't do that. I also know that many have tired before. As crazy as it sounds we do listen to you guys.