#7 The Strangest Sales Experience Yet (Part 1 of 2)
A Personal Car Shopping Experience (Part 7 of 8)
This post is the first of two on the XYZ SUV lease story. Read the conlusion in Post 8.
That Sunday, Lisa and I arrived at the dealership a few minutes early for our afternoon appointment. The store was a little quiet for a weekend day and as we walked in, I noticed our vehicle on display in the showroom blocked-in by a pickup. I knew it was our vehicle because in the windshield was a sold tag that congratulated us on our purchase in letters big enough to read from 30 feet away. Nice gesture, but my five-letter, one-syllable last name had been mis-spelled despite the five or six emails I had sent the store with my full name on each, and the online credit app completed at the dealership’s request. Quite a few thoughts were running through my head: The vehicle wasn’t outside and ready to go as promised. It also had plastic still protecting some interior items, foam surrounding the seat belt receivers, two factory-applied window stickers, no gasoline in it, and it had the sign in the windshield with my mis-spelled name. As my wife inspected the vehicle, I whispered these observations to her and said something along the lines of, “Let’s see where this goes from here.”
He invited Lisa and I to view the vehicle for a few more minutes and in the process, I found a small scratch/or mar on the fender that I couldn’t rub out with just my finger. I asked him if he could have a lot attendant use a little cleaner paste on it while we were signing papers and he smiled and said nobody was around to help with that today… we should make an appointment with the service department. Keep in mind, that his dealership would be a nearly 60- 75-minute drive (one way) during a weekday commute trek, so, I reiterated my request, and he said he’d take care of it.
Excusing himself, our salesperson said he’d be back in a few minutes. Lisa and I continued to examine the vehicle. We were then 15 minutes into what I expected to be a 45-minute process. Little did we know at that point that the process would literally be over two hours long and would be 90% sitting around doing nothing… except hearing our friendly salesperson’s life story… in detail, starting at age 16!
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.