Do dealers actually want to sell cars?
Discussion
Ten years back we moved to the U.K. and I bought a new car.
We have since been abroad and on our way back. I wrote an email to the same garage we bought our car from (who did all the annual servicing and bought it back when we left) saying we wanted to buy another and could they organise some test drives when we are in the U.K. next.
Email sent on Sunday and no response.
Yesterday I tried using their chat function, expressed dissatisfaction and was promised they would contact me. Nothing yet.
Are they selling so many cars that they can afford to annoy customers like this?
We have since been abroad and on our way back. I wrote an email to the same garage we bought our car from (who did all the annual servicing and bought it back when we left) saying we wanted to buy another and could they organise some test drives when we are in the U.K. next.
Email sent on Sunday and no response.
Yesterday I tried using their chat function, expressed dissatisfaction and was promised they would contact me. Nothing yet.
Are they selling so many cars that they can afford to annoy customers like this?
I don't mean to be rude to you OP but dealers do get a lot of email enquiries daily and on the face of it your message does seem a little vague, they are looking for leads that are going to generate quick hits rather than someone who isn't currently living in the U.K and is planning on coming to the U.K for a period with a view to maybe buying something in the future when they move back permanently.
I may be reading t wrong but it's the impression the original post gives.
I may be reading t wrong but it's the impression the original post gives.
As with all businesses, you get good and bad.
As a general rule, yes, all dealers want to sell stuff, it’s kinda what they’re there for. Unfortunately some people are lazy/arrogant/incompetent/can’t be arsed, sounds like you got one of the above.
Email enquiries are, unfortunately, one of the worst performing enquiry sources IME and I have met a lot of people on dealers who will simply ignore them altogether.
For an example. We had 6 email enquiries over the weekend, all emailed within 1 hour (I deal with all enquiries out of hours) with personalised emails, followed up again on Monday, then again 24 hours later.
Out of those, 1 reply and he has now bought. In comparison we have had 5 phone call enquires since Saturday and sold to 4 of them.
Email enquires should still get the same treatment as any enquiry, but they don’t and wont likely ever.
No matter how many powerfully built PH’ers now pipe up with how incredibly busy they are, they couldn’t possibly pick up the phone when they are so, very, very, busy….. but, if you want a response, call. You’ll speak to someone and get an answer a lot quicker.
IMO, IME, YMMV ETC. IANAL BLAH BLAH
As a general rule, yes, all dealers want to sell stuff, it’s kinda what they’re there for. Unfortunately some people are lazy/arrogant/incompetent/can’t be arsed, sounds like you got one of the above.
Email enquiries are, unfortunately, one of the worst performing enquiry sources IME and I have met a lot of people on dealers who will simply ignore them altogether.
For an example. We had 6 email enquiries over the weekend, all emailed within 1 hour (I deal with all enquiries out of hours) with personalised emails, followed up again on Monday, then again 24 hours later.
Out of those, 1 reply and he has now bought. In comparison we have had 5 phone call enquires since Saturday and sold to 4 of them.
Email enquires should still get the same treatment as any enquiry, but they don’t and wont likely ever.
No matter how many powerfully built PH’ers now pipe up with how incredibly busy they are, they couldn’t possibly pick up the phone when they are so, very, very, busy….. but, if you want a response, call. You’ll speak to someone and get an answer a lot quicker.
IMO, IME, YMMV ETC. IANAL BLAH BLAH
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hstewie said:
hstewie said: Usually these threads go the way of "serious buyers phone or visit".
In which case don't bother having an email address.
I don't want people to send me faxes so I don't advertise a fax number.
Seems simple enough.
This. If car dealers don't want to use email then they shouldn't have an email address. It's not rocket science.In which case don't bother having an email address.
I don't want people to send me faxes so I don't advertise a fax number.
Seems simple enough.
If I've shortlisted several cars I will email for key information, such as service history, before having a conversation with the dealer who has my first choice.
If I called the dealer wouldn't have service history etc to hand anyway.
I take the view that an unanswered email means either the dealer knows I wouldn't want the car based on their answers, the car is sold, or their customer service isn't too great.
If I called the dealer wouldn't have service history etc to hand anyway.
I take the view that an unanswered email means either the dealer knows I wouldn't want the car based on their answers, the car is sold, or their customer service isn't too great.
Jamescrs said:
I don't mean to be rude to you OP but dealers do get a lot of email enquiries daily and on the face of it your message does seem a little vague, they are looking for leads that are going to generate quick hits rather than someone who isn't currently living in the U.K and is planning on coming to the U.K for a period with a view to maybe buying something in the future when they move back permanently.
I may be reading t wrong but it's the impression the original post gives.
I said we had bought from them before.I may be reading t wrong but it's the impression the original post gives.
I told them I wanted to test drive two models and gave essential spec (diesel automatic).
I gave them the exact date we would be in the U.K. and would like the test drive.
Is that vague?
Skeptisk said:
Jamescrs said:
I don't mean to be rude to you OP but dealers do get a lot of email enquiries daily and on the face of it your message does seem a little vague, they are looking for leads that are going to generate quick hits rather than someone who isn't currently living in the U.K and is planning on coming to the U.K for a period with a view to maybe buying something in the future when they move back permanently.
I may be reading t wrong but it's the impression the original post gives.
I said we had bought from them before.I may be reading t wrong but it's the impression the original post gives.
I told them I wanted to test drive two models and gave essential spec (diesel automatic).
I gave them the exact date we would be in the U.K. and would like the test drive.
Is that vague?
bhstewie said:
hstewie said: Usually these threads go the way of "serious buyers phone or visit".
In which case don't bother having an email address.
I don't want people to send me faxes so I don't advertise a fax number.
Seems simple enough.
A fax number? In which case don't bother having an email address.
I don't want people to send me faxes so I don't advertise a fax number.
Seems simple enough.
Never heard of that, what is it? Is it motor trade code for something?
Things it seems have changed since Covid, with the part shortages it did become a sellers market and large amount of staff turnover.
The Suzuki boss seems to think that is about to change and we will see more of a return to the Push market, as he says many dealers have become too cosy.
https://cardealermagazine.co.uk/publish/suzuki-bos...
The Suzuki boss seems to think that is about to change and we will see more of a return to the Push market, as he says many dealers have become too cosy.
https://cardealermagazine.co.uk/publish/suzuki-bos...
I’ve just sold my daily to a very nice private buyer, I originally offered it to a dealer that I’ve used before who said he didn’t want it as he had a couple in stock already, but he said he would call me to discuss anyway.
4 weeks later, and despite me giving him a reminder that I wanted to purchase a new vehicle from him regardless of the p/x and guess what?
No call.
Another dealer had no problem rinsing 6 figures out of my pocket, I’m a cash (bank transfer) buyer too.
I wish I could afford to ignore repeat customers wanting to spend considerable sums of money in my business.
4 weeks later, and despite me giving him a reminder that I wanted to purchase a new vehicle from him regardless of the p/x and guess what?
No call.
Another dealer had no problem rinsing 6 figures out of my pocket, I’m a cash (bank transfer) buyer too.
I wish I could afford to ignore repeat customers wanting to spend considerable sums of money in my business.
I emailed 5 Ducati dealers over the weekend about bikes, one responded and I gave her a deposit over the phone.
It seems to me that the dealers need to play the numbers game, maybe you have to reply to 20 emails to get 1 sale but you can probably do that in the same time it takes to deal with 3 face to face with all the "would you like a cup of coffee?" And time each one is in the show room.
It seems to me that the dealers need to play the numbers game, maybe you have to reply to 20 emails to get 1 sale but you can probably do that in the same time it takes to deal with 3 face to face with all the "would you like a cup of coffee?" And time each one is in the show room.
Skeptisk said:
I said we had bought from them before.
I told them I wanted to test drive two models and gave essential spec (diesel automatic).
I gave them the exact date we would be in the U.K. and would like the test drive.
Is that vague?
Very different to how you worded the scenario in your original postI told them I wanted to test drive two models and gave essential spec (diesel automatic).
I gave them the exact date we would be in the U.K. and would like the test drive.
Is that vague?
When I ran a vehicle workshop I did more-or-less instantaneous email communications with customers. It was very good for business.
Put yourself in the customers shoes, imagine their journey... my customers would have been sitting at their desks in open-plan offices. For them email is the only form of communication they can use for managing personal stuff in an open-plan office with their boss hovering over their shoulder.
Quotes, appointments and everything else much easier to do on email, saves having to write stuff down as it's in your inbox!
Put yourself in the customers shoes, imagine their journey... my customers would have been sitting at their desks in open-plan offices. For them email is the only form of communication they can use for managing personal stuff in an open-plan office with their boss hovering over their shoulder.
Quotes, appointments and everything else much easier to do on email, saves having to write stuff down as it's in your inbox!
Skeptisk said:
I said we had bought from them before.
I told them I wanted to test drive two models and gave essential spec (diesel automatic).
I gave them the exact date we would be in the U.K. and would like the test drive.
Is that vague?
Did you also say that you are a cash buyer?I told them I wanted to test drive two models and gave essential spec (diesel automatic).
I gave them the exact date we would be in the U.K. and would like the test drive.
Is that vague?
I have found dealers tend to be less interested in cash than finance these days.
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