#3 A Bad Vehicle Shopping Experience
A Personal Car Shopping Experience (Part 3 of 8)
That morning, we were driving my wife’s Lexus. Typically, when dealership salespeople see us drive up in a premium vehicle, someone greets us nearly right away. That didn’t happen on this particular Saturday. What took place was not weird in some “Area 51” sense, but in terms of how most dealers want their sales personal to conduct themselves with customers, it was light years away from expectations.
There was a man standing on the building’s patio steps not far from the main showroom door. He had observed us park with a clear line of sight from twenty yards away and never moved off his step. After emerging from our car, Lisa and I approached the man, both noticing that he wore no dealership or automotive apparel and did not have nametag. His attire was definitely like ours… Saturday morning casual. While walking, I began to think he was a customer when he said, “Good morning, what are you looking for?” I indicated that we were on our way into the showroom to look at a XYZ model.
Final Thoughts / Questions
While I do NOT believe dealership salespeople need to be dressed in business clothes, I certainly think that something on them should plainly identify their dealership employment status: A name tag, a dealership polo or oxford; anything that would clearly establish they work there. What do you think? Next, is there any situation where this gent’s actions would be appropriate, other than when customers state up front they want to be left alone? Last, what is the first action you would take with this gent to get him on the right track?
About the Author
Mark Krach is vice president at automätik, an organization dedicated to “Eradicating boring training from the face of the Earth.” He has nearly 30 years’ experience in the automotive industry—having worked for a manufacturer, a dealership, and as an automotive training writer and facilitator all over the U.S. and Europe.