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Trading in for new/second hand - tryitandsee
Having purchased a new A4 4 years ago from local Audi dealer, I am looking to replace upgrade the car.

Why is it you are treated with absolute distain by the salesmen. Unless you want to pay the price they decide to place on the window they treat you as though you are a time waster. They then get out that stupid little book and give you some ridiculously low figure on the car you are trading in. Snide comments about it's age and condition and 'it's so last year'.

It's pathetic, there is no loyalty, the sales people have changed three fold, you can never see the same chap twice, I find the whole experience unpleasant. I much prefer to shop by internet and cut out these middlemen. There's money in my pocket, but I just don't feel inclined to waste my time at these 'stuck up' dealerships.

Is it just me or do others feel the same.
Trading in for new/second hand - tristar
I recall a MB dealership in Preston, now long gone as a result of the reorg' by MB. The showroom closed at 3.00p.m Sundays. My wife and I wanted an e-series brochure. We parked up right outside the entrance doors which were a double glass affair..plenty of visibilty. We clearly weren't time wasters as I had a 2 year old E-series at the time; now parked outside the showroom.

You now have to picture the scene, and oh how I wish I'd recorded it. Both salesman raced to the door and began locking it. I'm knocking on the door, MB parked outside, and I'm shouting "I just want a brochure". Both salesmen continued to lock the doors and pretended they could neither see nor hear me.

I've only ever emerged from one dealership with the perception that I've been through a reasonable pleasant or informative experience. The MB dealership went, as I said, in the reorg. I cheered.
Trading in for new/second hand - valmiki
You now have to picture the scene and oh how I wish I'd recorded it.
Both salesman raced to the door and began locking it. I'm knocking on the door
MB parked outside and I'm shouting "I just want a brochure". Both salesmen continued to
lock the doors and pretended they could neither see nor hear me.


just picturing that is making me crackup - hilarious! thanks, my first (late) smile of the day
Trading in for new/second hand - Stuartli
I know the former dealership in Preston to which you refer...:-)
- - - - - - - - - - - - - - - - - - - - -
What\'s for you won\'t pass you by
Trading in for new/second hand - tyro
>>The MB dealership went as I said in the reorg.
I cheered.


Clearly a candidate for a Darwin award. In the end, dealerships that give the buyer a good experience will tend to survive longer than those that don't.

That said, like L'escargot, I have never received poor treatment from a salesman. Some have been better than others, but even the poorest were inept rather than uninterested. Some have been very good indeed.
Trading in for new/second hand - L'escargot
I'm shouting "I just want a brochure". Both salesmen continued to
lock the doors


I think I'd lock the doors if someone stood there shouting. There's no telling what sort of nutter they might be. Shouting outside a closed door is not what I would call rational behaviour.
--
L\'escargot.
Trading in for new/second hand - stevied
Sometimes I don't get the way your mind works! : )
Trading in for new/second hand - tristar

You stated:

"I think I'd lock the doors if someone stood there shouting. There's no telling what sort of nutter they might be. Shouting outside a closed door is not what I would call rational behaviour."

Wow. I assume that you were actually in the showroom? How anyone can make the assumption and hence then make the statement above is beyond comprehension. Just to clarify. I'm 55, my wife is 54. I'm dressed in a suit and tie and on my way to a family gathering. Yes, we really looked menacing! Both salesmen, around 30. It's 5 minutes to three and they close at three. They just didn't want the work.

Maybe the answer lies within yourself.
Trading in for new/second hand - L'escargot
You've just been unlucky to pick that particular dealer. It's over 40 years since I bought my first new car and I've always been treated with the utmost courtesy.
--
L\'escargot.
Trading in for new/second hand - Bill Payer
Having purchased a new A4 4 years ago from local Audi dealer I am looking
to replace upgrade the car.

"Upgrade" makes me think you were at an Audi dealer - is that correct? I tried several, and they were all as you describe. Must be a corporate culture thing.

Trading in for new/second hand - daveyjp
A story from yesterday.

Colleague's wife is looking for a new car. Her lease car is up and she is getting a lump sum in compensation. Decided on a Fiesta 1.6TDCi. Looked on drivethedeal and ordred one, but delivery issues meant it had to be cancelled.

Went to local dealer and first thing they said to the salesman was "we are here to buy a car, we are not messing around, we need something sorting. The car we want is a Fiesta Zetec 1.6TDCi".

Response from the salesman - Ford don't do a Fiesta 1.6TDCi!!!

They had the brochure under their arm, had researched the car and had a quote from drivethedeal. The salesman then went on about everything but the car but only talking to my colleague.

Eventually his wife told him she was there to buy a car, he wasn't interested in selling one so they walked and went to another Ford dealer and did the deal in half an hour to within a few quid of dtd.

With such an open opportunity to do a deal, why the messing around?
Trading in for new/second hand - Lou_O
With such an open opportunity to do a deal why the messing around?


In every walk of life you have to deal with ignorant people, he was just one of those.

At least the OP's colleague and, more importantly his wife, were able to walk away and find someone who had more than half a brain :)

L
Trading in for new/second hand - oldpostie
Last week I called at a main Ford dealer, went inside and asked if they had a new Mondeo for me to look at. A salesman said , "There's one outside " ,and carried on what he was doing. It was locked.
Went home. I think there must be something in the water in Kettering.
Trading in for new/second hand - midlifecrisis
Alfa showroom. Desperate to part with hard earned to buy a totally impractical Brera. I'd gone in to buy it and made that perfectly clear. No p/x, ready to sign there and then. Sales floor deserted (apart from receptionist), waited nearly an hour for the salesman to come down the stairs (could hear them laughing and joking on the balcony). Told him it was cash sale,name his best price and I would buy there and then.

Proceeded to spend another hour trying to sell me a very expensive pcp, despite my insisting that I just wanted a price. Kept 'going to speak to the manager' and offering me another hp/pcp. I eventually told him to give me the price or I'm leaving. His reply 'I'll speak to the manager and call you tomorrow'. Walked out knowing that I wouldn't buy the car from him for a tenner.

In contrast, the chap who sold me m 407 coupe, couldn't work hard enough for my business. The 407 has been very satisfactory thank you. The Alfa dealership also sell Hyundai's. My wifes Getz will be sent considerably further afield for its servicing.
Trading in for new/second hand - Ravenger
Heard this story from a colleague a while ago...

A company director was looking to buy several company cars, so he went to his local Lexus dealer and looked around. The salesmen started giving him filthy looks because he was dressed quite scruffily and didn't look like one of their typical customers.

After failing to get their attention he walked to the Toyota dealer next door - which was part of the same company as the Lexus dealer - and was immediately approached by a young, junior salesman who politely asked if he could help, and who seemed genuinely interested in helping him.

The director said "follow me", and took the young guy into the Lexus dealership. He asked for the sales manager and said "I want to buy 6 cars from you, and this chap", pointing at the young salesman from the Toyota dealership, "is going to get the commission!"
Trading in for new/second hand - Chicken Vindaloo
This wasn't the original Lexus dealership in Cambridge in the very late nineties by any chance was it?
Trading in for new/second hand - Galad
>>Both salesman raced to the door and began locking it. I'm knocking on the door, MB parked outside, and I'm shouting "I just want a brochure". Both salesmen continued to lock the doors and pretended they could neither see nor hear me>>

An honest mistake, obviously you were at the Sales Prevention Department. My local BMW dealer has one. Ventured into the showroom one bright afternoon in a business suit (ie trying to look the part) and attempted in vain to attract the attention of up to 4 sales staff chatting away amongst themselves and having a good old chin-wag. After about 3 minutes I gave up, walked across the road and bought an Audi instead. Audi Salesman saw me approaching the parking area towards parked up A4s and with keys in hand, offered me an immediate test drive in a spanking new A4. He had a sale within the hour on an offer I just couldn't refuse.

Easy really, when they know how.......


Trading in for new/second hand - mikeyb
Local Audi dealership is part of Damon Hills empire. Upon anouncing that I had 30K burning a hole in my pocket the best they could offer me was a "5" minute acompanied test drive down the road and back in a model I wasnt interested in. I explained that the car was not just for me, but for my partner and our two children who were with us so we wanted to go out together, and as the car was a 4 seater (A4 Cabriolet) an acompanied drive wasnt going to work. At this point he decalerd that he couldnt help me as they were really busy, but appeared to think that by telling me over and over again that they were part of the damon hill group I would buy anyway. Tried the dealer in Bath who showed even less intetest in selling me a car, and was (she) quite rude to me. Headed out into the cotswolds where I found a smaller dealer who was most helpful, had time to make me a coffee and have a chat, who then managed to get the exact car I wanted to drive in from another branch and let me have it for a day. Needless to say he couldnt match the best price I had but got close enough to get the deal and the follow up servicing.
Trading in for new/second hand - csgmart
My boss just told me of his experience a few weeks back.

He went into his local VW dealer and was interested in purchasing a Toureg (sp?). As he went into the glass palace a spotty girl sitting at the reception desk glanced up from her magazine and then promptly ignored him and went back to reading said item.

A total of 14 minutes goes by before anyone else in the building takes notice of my boss - eventually someone asks him if they can help. My boss says, in a rather loud voice and in a very sarcastic manner that he wanted to speak to a sales person about a Toureg if it wasn't too much bother. Another 10 minutes goes by before said sales person appears at which point my boss is fuming - so he lets the sales guy have the full force of his anger. He starts by telling the sales person how useless the girl on reception is, how he has been ignored for a total of 24 minutes and how he wants to see the dealer principle. Said principle arrives and also gets the 3rd degree treatment.

Needless to say my boss didn't purchase from that dealership. How difficult can it be to spend £40k or so? Makes me think I ought to go into this line of business could make a killing just by treating people with courtesy & respect.
Trading in for new/second hand - Bill Payer
He starts by telling the sales person how useless the girl on reception is how
he has been ignored for a total of 24 minutes and how he wants to
see the dealer principle.


In a different line of business (quite complex high-tech stuff) we get enquiries referred to us that have come through our suppliers websites. It's amazing how often people start off their enquiry with a rant about how all the problems they've had navigating through the website.
When we have customers coming out of ears the last thing we need is an awkward new customers.

Perhaps that's the problem with car dealers - there aren't enough of them and customers go round in circles. Read through this thread - one dealer is a pain, so go to another. Everyone does that, so the business shares itself out without any dealer having to do much.
Trading in for new/second hand - nick
>>It's amazing how often people start off their enquiry with a rant about how all the problems they've had navigating through the website.
When we have customers coming out of ears the last thing we need is an awkward new customers.

Perhaps you should redesign your website, employ more people to cope with the greater inflow of new customers thus expanding the business and make more money? ;-)
Trading in for new/second hand - Bill Payer
Perhaps you should redesign your website employ more people to cope with the greater inflow
of new customers thus expanding the business and make more money? ;-)

If you're not already, then you should be a Business Guru. :-)

(They're generally supplier's websites, not ours, and the 'customers' are often people that our business is not designed to work with - ie, they'll be end users, rather than system integrators).
Trading in for new/second hand - Dalglish
... Makes me think I ought to go into this line of business could make a killing just by treating people with courtesy & respect.


well you know, there are many ex-dmg (dixons motor group) outlets that are looking for good homes. just phone up the administrators and i am sure they will be very keen to hear your offers.

all the tales above miss some obvious (to me) points. some thoughts:
if you find a dealership that is short of its sales targets and "run-rate", you will get a good reception.
if a dealership is busy, it means they already have too many customers than they want and won't be too bothered about chasing one individual sale.
if you go to a salesman at the right time of the day, week, or month, or quarter-end, you amy probably get a better result.
if a sales organisation has achieved its months/quarters target, there is not much more to be gained by eating in to the next month's/quarter's sales this month/quarter. (the way sales incentives work means that the sales team will be holding back on excess sales once they have gone beyond their magic maximum commission point). it is a bit like the night-watchman at a cricket match, or when a team is trying desperately to stretch out the game to force a draw, their aim is not to maximise run-rate, instead they will play safe.

to a sales organisation, all that matters is targets - whether they are selling baked-beans or cars or fighter-jets.
the targets will usually be set to suit the capacity of factories taking account of holiday-shutdowns and maintenance outages) so that no more cars are sold than the production lines can cope with.

when you go back to a dealer and show off that you bought 10 brand new cars from a competitor because the other dealer treated you better, this has absolutely no effect on the "losing dealer". they "feel" no loss. they will have made their targets and couldn't care less whether you buy a differend brand or from a different dealer. in fact they will think you are the loser for having gone elsewhere!

finally, most of the people you meet in a dealership will have no brand loyalty, and probably many sales people just see it just as any sales job - they could just as well be selling sweets, kitchens, or cars.

and yes, when the dealers such as dixons fail or manufacturers such as rover and their dealers fail - what happens? after a few weeks or months pain, all the parties involved move on and get on with their lives. what happens to all the sales staff. they find other jobs, some will go on to sell kitchens in diy shops, but then theyare sales people.

Trading in for new/second hand - whoopwhoop
The muppets that really bug me, are the ones that as soon as you start to speak to a salesman, they get their questionnaire forms out and think they can start market researching you!

Quote me : "I'm interested in a new Golf 2.0 Tdi SE, can you give me a price please?".

Quote salesman : "OK, of course. I'll just need to take some details? Can I have your name and address?"

Quote me : "no, can you just give me a price please? I know what I'm after - it's a Golf 2.0 Tdi SE with metallic silver"

Quote salesman : "Right, so what will you mainly be using the car for?"

Quote me : "To drive. I know what I'm looking for! It's a Golf 2.0 Tdi. Can I have a price please?".

Quote salesman : "And what do you currently drive?"

Quote me : "Whats that got to do with anything? I'm interested in a Golf. Can I have a price please?"

Quote salesman : "I just need to take these details" (points towards 3 page questionnaire)

Quote me : "bye bye".


Or the idiots that think they can bluff you with your part ex by saying that it's worth less than it is. Out 22,000 mile c-max was valued at £1000 less than Glass's trade value. When I asked why they were undervaluing my car, they said we're not - thats what the guide says. When I challenged him, he went and got the book and said "here, look" and proceeded to point out the price of a 57,000 mile car. When I told him he was looking at the wrong mileage, he insisted that the mileage difference would only work out at about £50 difference. Muppet! Bye bye.
Trading in for new/second hand - sony
>>>> Quote salesman : "Right so what will you mainly be using the car for?"
Quote me : "To drive. I know what I'm looking for! It's a Golf 2.0


Lol, that really made my day!! It's so true, what pointless questions!
Trading in for new/second hand - MichaelR
I've had this when pretending to trade in my car in order to blag a test drive. I'm aware of exactly what Glass's books my car at and most offers were a good £1500 less. Upon being asked why, they said 'Oh we use CAP for cars like that'.

Hmmm.
Trading in for new/second hand - madf
I was taught in business that first appearances and meetings are VITAL to give the right impression. So the ophone must be answered promptly, and visitors greeted and offered refreshments/paper if they have to wait.

I understand tests show we make our initial impressions in the first 3 to 10 seconds of meeting.


Obviously UK car dealers are rolling in high margin customers and making loadsofmoney to judge by my experiences: phone calls unreturned, lack of interest of hearing you want a car/colour not in stock / denying a mdoel exists (yes a 1.6TDCI Fiesta.. Ford dealers are IGNORANT)... etc etc etc..

They must be in general the worst buying experience of any consumer organisation (altho when I bought a sh BMW from our local dealer, the experience was GOOD).

As for pricing and part exchanges, Attila the Hun was an amateur raper and pillager compared to some I have met.. who have been rude insulting and arrogant.

Most of the UK dealerships deserve the hardship coming in the next 3 years when economies slow and consumer indebtness bites.




madf
Trading in for new/second hand - Mapmaker
madf, I think you're absolutely right... but... no amount of better salesmanship would prevent melt down. If people have the money, they buy the car. If they don't, they don't.

And salesmen get fed up with people like MichaelR coming in for a test drive for the fun of it - not realising that after twenty years of such test drives he really will buy that X-type.
Trading in for new/second hand - tryitandsee
It makes me feel much better that many have the same experiances I've had.

Why it matters two hoots what clothes you are wearing when looking at cars, I thought the world had moved on. As long as you are polite and 'normal' what else really matters.

Yes I agree with the other poster, in that it doesn't matter what they sell be it wiggets, jelly beans or cotton socks, it's all the same to them. But when you are wanting to part with mostly hard earned money possibly £20k+, a bit more thought should I think be put into the whole process.

I am always aware that the whole transaction taking place under their roof is for their benefit, not mine. I must admit the original purchase of the A4 was more personal as I managed to get the salesman away from the Glossy showroom at my home address (In the drive) and found him to be human after all. Admittedly we had to go through the 'Pendulum effect' Fantastic expression.

By the time I've ranted on about this, my car will have lost another £500 of the trade in value.
Trading in for new/second hand - Pendlebury
If you really want a lesson on how well dealerships can treat you - odds are you will experience far better at Lexus. (You just might not like the cars though).
I know a couple of people who own Lexii and the lengths the delaers sometimes go to is quite extraordinary at times.
A colleague of mine left his 5 series at a delaer for the weekend while he test drove the GS - when he got back his 5 series was fully valeted - and when they handed back his keys they did not even mention it.
Trading in for new/second hand - Avant
This may be a feature of Lexus / Toyota dealerships: Octagon Bracknell valeted my B-class when I had a 24-hour test drive of a Verso.

This dealer's service (elder daughter has had two 1.3 Yarises from them: cars and service have been faultless) nearly persuaded me to go for a Verso: it was just a little too ponderous to drive compared with the Golf estate.
Trading in for new/second hand - scott1s
Can't help but notice all these tales of woe are from supposedly "premium" brands. Why oh why then do people continue to buy the cars?? Would get the message pretty damn quick if people just went elsewhere
Trading in for new/second hand - brg190 pete
Yes, but that's because we prefer the "premium" brands, and have to put up with shoddy service to get what we consider to be a better car.

Surely the point is that it takes a good salesman to sell a poor product but a rubbish salesman can sell a good product. I guess that, if I want what I consider to be a good product, I just have to put up with poor service. Not happy about that, but it seems to be the way it is!
Trading in for new/second hand - L'escargot
Surely the point is that it takes a good salesman to sell a poor product
but a rubbish salesman can sell a good product.


How many new car buyers need to be "sold" a car? When I'm buying a new car I know exactly what I want before I even talk to a salesperson. I've researched it's specification, features and performance from magazines and I've sat in cars in the showroom. All I need a salesperson for is to arrange a test drive, agree a p/x value, order the car from the manufacturer, and arrange formalities such as registration etc.
--
L\'escargot.
Trading in for new/second hand - Mapmaker
>>all these tales of woe are from supposedly "premium" brands. Why oh why then do people continue to buy the cars?

Because if you want a Lexus would you really be happy with a Daewoo? Probably because you only spend an hour with the dealer, but several years with the car, so the car matters more than the dealer.
Trading in for new/second hand - Dulwich Estate
"Having purchased a new A4 4 years ago from local Audi dealer, I am looking to replace upgrade the car."

If I were you tryitandsee I just wouldn't bother to change it anyway. Mine's 3 years old now and after some dithering I decided I'd probably keep what I've got as IMHO it can't be sensibly improved for what I want. My 3 hour test drive of a new one on Wednesday absolutely confirmed my view. I'm not buying a new one but keeping this one for a good while longer.
Trading in for new/second hand - Gromit {P}
...if you want a Lexus would you really be happy with a Daewoo?


Probably not, but if you want an Audi or BMW (to use two examples quoted earlier) you might be perfectly happy with a Lexus.

FiL called by "his" BMW dealer over the weekend to look at a 520. He was quoted ?2000 less for his automatic 318 as a trade-in than the book price for an equivalent manual because autos don't sell as well as manuals at 6 years old, according to the salesman.

Strange, then, that the autos on the forecourt are all at a ?5000 (!) premium over their manual counterparts.

Why the difference? Could it be because this will be his third BMW car (he's also had two BMW bikes) and they're full sure he won't swap for another brand or dealership?
Trading in for new/second hand - aaflyer
Brilliant, WhoopWhoop!

I find the best reason to go into a car dealership is to listen to snigger at the antics of the swagering, braying young salesmen trying to chat the pretty girls behind the desk (and, once, even my wife who had gone ahead of me Grrr!)

AA
Trading in for new/second hand - Pugugly {P}
A certain VW dealer tried to patronise Mrs P when she bought the Golf...I wonder whether he's slept since..?
Trading in for new/second hand - Roly93
I'm an Audi owner and have just purchased a new A4 Avant. I sympathise with your comments, which is why I never muck about with part-ex deals. My strategy is to always buy a car which is easy to sell-on, in my case recently an A4 Avant TDI 130 SE and sell privately, whilst doing a cash deal on the new car. I've never had any real problem selling my cars privately, even though my last car went for £12K.

I have to say that my local Audi dealer sales guy was pretty good, and this praise doesn't come lightly from me usually. However I just play hard ball with them, and demand that they sell the car to me at the proven internet broker price. They would have to be absolute fools to refuse, as it is a quick minimum-effort sale, with the cost of the broker commision saved anyway.

Yes it is strange that when THEY are selling you the used car its wonderful and when you are offering the car it suddenly turns into a piece of pink fluffy dice!
Trading in for new/second hand - Hamsafar
Some claim that most car salesmen are cocaine snorters, I think the experiences described are one of the effects of that.
www.talktofrank.com/drugs.aspx?id=106
Trading in for new/second hand - Happy Blue!
An experience I have mentioned here before....

I saw a couple standing by a Honda Civic Shuttle outside a Honda dealer. They looked nervous. I stopped and wandered over to them. "Are you selling this car?" I asked, "Yes" they replied "and we are waiting for the dealer to give us a price, as it belonged to a friend who died". The car was perfect for my mother. "I'll buy it". They preferred to deal with the dealership. Eventually someone came to speak to them. I said to this person, that I would buy it immediately. Just valet it, service it, install remote central locking and an alarm and give me a warranty. I'll give £1000 over what you buy the car in for.

After three days of both parties waiting for the dealership, we did a private deal and I got the car sorted at my usual Honda dealership. Muppets!
 

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