I am not saying that we shouldn't answer questions. I am not saying "Just Get Them In".
Where the challenge for me lies is establishing rapport, answering questions, negotiating if need be, estimating trade values, taking extra pictures, running our asses off to give the customer what they want, and then...crickets.
This week, guy offers $1,800 under what we were priced at. We answer all of his questions and fuck around for 2 hours. We accept his offer, schedule delivery, get the title information, get the vehicle cleaned up for delivery at 9:00 am the next day. We gave this asshole absolutely everything he asked for, and did it in a timely manner. We even offered to deliver the vehicle to his doorstep free of charge...200 mile round trip. Offered financing (which he declined because he was paying cash). All of this was handled through HIS preferred communication channel Facebook Messenger.
He messages at 4:30, says he got called into work, and can't make it out. No problem Don, what time do you want us there with the pickup? We got you!! Crickets. Nothing.
We call him up the next morning, and he hung up on us.
I realize it is 2020, and things have changed. I also understand why it is sure nice if a customer is sitting in front of us. I believe what happens in dealerships today is that everyone is busy! The desk manager has 5 deals in front of him and 3 hung up in finance. It is hard for some stores to get too excited about someone that MIGHT want to buy a car when they have 10 people in front of them that are actually TRYING to buy a car.
We (my store) need to get better at converting these invisible shoppers into buyers. Either that of learn to like being everyone else's pissing post.
