Dealer attitude
Discussion
I don't know what it is in general but the last few times I've been in to my two local dealers, Cambridge and Colchester I seem come away disappointed and slightly miffed at the service and attitude.
First was the previous bank holiday, I went in to have a look at some Caymans, went in my 996 turbo and the salesman although somewhat friendly wasn't really that bothered and suggested I came back another time after making an appointment? I subsequently bought a Cayman elsewhere.
This time I popped in as I was passing and hoping to get a hard back brochure of my Cayman. Now admittedly the sales guy did go and get one, for which I was grateful, but as soon as he found I already had the car his attitude changed dramatically - even though I parked it right out the front when I arrived.
After asking where I bought it, - a non Porsche garage - he almost insinuated that it would no doubt break and needed a warranty immediately, now this I expected and to be honest I would consider if he approached it the right way as I have been thinking of this, but he was very blunt almost to the point of being rude.
Whilst in the dealership I also enquired about a service and what its cost would be, at this point my wife as you would expect is having a look around at the cars on display, the receptionist was so concerned at what my wife was doing it gave me the impression she thought we’d come in to steal something!! The woman was watching her like a hawk! Now once again I could of understood this if I’d had turned up in some old banger and was dressed scruffy but instead we were both fairly smartly dressed and turned up in a Porsche?
Not quite the friendly come and spend your money with us attitude I was expecting to be honest. I’m not made of money (maybe they can tell?) but would gladly keep up the servicing and would consider a warranty plan with Porsche at their dealership.
First was the previous bank holiday, I went in to have a look at some Caymans, went in my 996 turbo and the salesman although somewhat friendly wasn't really that bothered and suggested I came back another time after making an appointment? I subsequently bought a Cayman elsewhere.
This time I popped in as I was passing and hoping to get a hard back brochure of my Cayman. Now admittedly the sales guy did go and get one, for which I was grateful, but as soon as he found I already had the car his attitude changed dramatically - even though I parked it right out the front when I arrived.
After asking where I bought it, - a non Porsche garage - he almost insinuated that it would no doubt break and needed a warranty immediately, now this I expected and to be honest I would consider if he approached it the right way as I have been thinking of this, but he was very blunt almost to the point of being rude.
Whilst in the dealership I also enquired about a service and what its cost would be, at this point my wife as you would expect is having a look around at the cars on display, the receptionist was so concerned at what my wife was doing it gave me the impression she thought we’d come in to steal something!! The woman was watching her like a hawk! Now once again I could of understood this if I’d had turned up in some old banger and was dressed scruffy but instead we were both fairly smartly dressed and turned up in a Porsche?
Not quite the friendly come and spend your money with us attitude I was expecting to be honest. I’m not made of money (maybe they can tell?) but would gladly keep up the servicing and would consider a warranty plan with Porsche at their dealership.
I can often understand dealer attitudes. Yes it would be nice if they were all engratiating and plied you with coffee, platitudes and great deals until you're ill, but I bet the number of chancers and wasters walking through the door must demoralise even the most hardened of happy-clappy car salesperson.
I have a friend who bought a 2.7 Cayman 5 years ago. I think it was around £45k new, financed through Porsche. Ever since then he had been down to the dealership asking about 911 turbos, what the offer on his would be, asking for brochures, getting finance quotes and callbacks from his original salesman. After 5 years as his salesman, and only one sale at the lowest end of the Porsche range, I think I'd have told him to take a hike and been less than enthusiastic about his weekend presence as a mobile display in my showroom.
I have a friend who bought a 2.7 Cayman 5 years ago. I think it was around £45k new, financed through Porsche. Ever since then he had been down to the dealership asking about 911 turbos, what the offer on his would be, asking for brochures, getting finance quotes and callbacks from his original salesman. After 5 years as his salesman, and only one sale at the lowest end of the Porsche range, I think I'd have told him to take a hike and been less than enthusiastic about his weekend presence as a mobile display in my showroom.
David W. said:
I've always found the sales and service guys (and girls) at Cambridge more than helpful and accommodating whether at an arranged visit or if turning up unannounced to sort out a small problem.
Over 6 years of great service so they get a
from me.
My OPC has always treat me well too; Tonbridge is one of the better ones I think.Over 6 years of great service so they get a
from me. I've been around quite a few OPC's in the past weeks/months finding the right car and can only say that they have all been absolutely spot on; friendly, helpful, keen for us to take our time, and I reckon my o/h must have managed 30 coffees between 5 OPC's!!!!!
If the receptionist was from Colchester then she was watching me like a hawk too the whole time and I was actually buying the car
If the receptionist was from Colchester then she was watching me like a hawk too the whole time and I was actually buying the car
iandews said:
I've been around quite a few OPC's in the past weeks/months finding the right car and can only say that they have all been absolutely spot on; friendly, helpful, keen for us to take our time, and I reckon my o/h must have managed 30 coffees between 5 OPC's!!!!!
If the receptionist was from Colchester then she was watching me like a hawk too the whole time and I was actually buying the car
Perhaps she thought that with your jaunty gate, slacks, platforms and spangly Rolex that you were hot and eligible?If the receptionist was from Colchester then she was watching me like a hawk too the whole time and I was actually buying the car
Just over a year ago I was contemplating a new car, I work 6 days a week so the only day I have free is a Sunday, so armed with my family went to size up a new Cayenne.
I do not get dressed up to go and buy something jeans, loafers, T-shirt that's me
My local OPC 2 miles from my work place & 8 miles from my home
Walked in got ignored by everyone including the receptionist, I do not like to just get into cars without asking, so walked over to a salesman who was at his desk on his mobile talking about the Italian he and some friends had the night before. Waited for 30 secs or so and then asked whilst he was still on the phone would you mind if my kids could sit in the back of the car whilst I sat in the front "feel free" this was all I got from the SPO ( sales prevention officer) that's what I call them anyway, after about 5 mins I stepped out of the car back over to the salesman who guess what was still on the phone, he was not going to end the phone because I was there, so I just thank you and walked off, may be he thought I was just dreaming one day who knows.
A week later same dealer I thought let's have another go it's not that far away from me, let's just say this experience was worse to the point I had to say to a couple of the salesman " are you selling cars or collecting them" to which they just looked at me as if this is normal, so I left, at which point I thought let's tk arrive up to Reading, all I can say is wharf a contrast, near perfect won't go into detail but I got my new car from them.
I want to be treated the way I treat my customers.
Saj
I do not get dressed up to go and buy something jeans, loafers, T-shirt that's me
My local OPC 2 miles from my work place & 8 miles from my home
Walked in got ignored by everyone including the receptionist, I do not like to just get into cars without asking, so walked over to a salesman who was at his desk on his mobile talking about the Italian he and some friends had the night before. Waited for 30 secs or so and then asked whilst he was still on the phone would you mind if my kids could sit in the back of the car whilst I sat in the front "feel free" this was all I got from the SPO ( sales prevention officer) that's what I call them anyway, after about 5 mins I stepped out of the car back over to the salesman who guess what was still on the phone, he was not going to end the phone because I was there, so I just thank you and walked off, may be he thought I was just dreaming one day who knows.
A week later same dealer I thought let's have another go it's not that far away from me, let's just say this experience was worse to the point I had to say to a couple of the salesman " are you selling cars or collecting them" to which they just looked at me as if this is normal, so I left, at which point I thought let's tk arrive up to Reading, all I can say is wharf a contrast, near perfect won't go into detail but I got my new car from them.
I want to be treated the way I treat my customers.
Saj
I have to agree with OP; it's not just Porsche, however we find many sales people are lazy rude and ignorant. Strong words and to be fair some are very good, but they are the minority. Examples- booked a Mercedes estate test drive a week ahead- wanted diesel, auto. When we rushed to arrive on time they did not have the car- instead offered a petrol manual car which they were keen to sell with no real apology nor offer to re-arrange with correct car. We have not been back.
We are smartly dressed, (polite) local and professional and they serve other colleagues of mine at work. they should know from the cars we run that we are potentially good customers.
Same with Audi- booked a car for test 40 miles away as local dealer did not have the car we wanted- arrived to find dealer principle had car for the day, - apparently our mistake as we spoke to receptionist not sales person when we booked. They wanted us to come back another day to suit them.
Same with BMW- arrived 4pm on Saturday only to find best cars with sales person or dealer for week end and they ignored us until close to closing time, busy chatting to each other.
VW had a car we wanted to test, only the dealer had it for 2 weeks on his holiday. Seems staff comforts come well before customers.
We change cars regularly and have 4 to change so they should be interested. They are ignorant as I find often I know more about the car - CO2 output, say or standard fittings than they do. Last test we did they did not know which engine the car had in their demonstrator.
Land Rover recently invited us (by email) to see a car which was just taken in stock, so we drive 30 miles to see it only to find it is not in stock. No apology yet.
If I ran my business the way most of the "quality" dealers do, I would have no customers.
When we find a good dealer who returns calls, knows about the cars they are selling, will give you the time of day when you arrive (even without an appointment) we tend to buy a lot of cars over the years from them. they are perhaps 1 in 10 of the sales staff we encounter, however.
We are smartly dressed, (polite) local and professional and they serve other colleagues of mine at work. they should know from the cars we run that we are potentially good customers.
Same with Audi- booked a car for test 40 miles away as local dealer did not have the car we wanted- arrived to find dealer principle had car for the day, - apparently our mistake as we spoke to receptionist not sales person when we booked. They wanted us to come back another day to suit them.
Same with BMW- arrived 4pm on Saturday only to find best cars with sales person or dealer for week end and they ignored us until close to closing time, busy chatting to each other.
VW had a car we wanted to test, only the dealer had it for 2 weeks on his holiday. Seems staff comforts come well before customers.
We change cars regularly and have 4 to change so they should be interested. They are ignorant as I find often I know more about the car - CO2 output, say or standard fittings than they do. Last test we did they did not know which engine the car had in their demonstrator.
Land Rover recently invited us (by email) to see a car which was just taken in stock, so we drive 30 miles to see it only to find it is not in stock. No apology yet.
If I ran my business the way most of the "quality" dealers do, I would have no customers.
When we find a good dealer who returns calls, knows about the cars they are selling, will give you the time of day when you arrive (even without an appointment) we tend to buy a lot of cars over the years from them. they are perhaps 1 in 10 of the sales staff we encounter, however.
I think it is the luck of the draw when you walk into an OPC and which salesperson is free. I've only bought 3 Porsches, one from one dealer and two from another. Visited one other.
I have found salespeople to be a little lazy. I.e. does my iPhone now transfer its address book to the phone system on the CDR-30 . Yes sir it does. Please could you go check. Sorry sir we have no std cars on site. Maybe easy to understand, but when you have the press fleet nearby? Would they make the effort to really find out if it worked on the 981? No and that's just not one OPC. In the end I got the info myself. I've also has my local OPC phone and ask if I was in the market for a new car - yes please call me in 2 weeks, guess what no call. Guess the end of month target was hit. invite to the Boxster launch - no.
Saying all that I do find them better than most car salespeople and the buying experience a lot more personal. I'm another one that works in AV like Saj and doesn't dress up
They can feel a little intimidating when you walk in, but no more so than my local Audi dealership.
I have found salespeople to be a little lazy. I.e. does my iPhone now transfer its address book to the phone system on the CDR-30 . Yes sir it does. Please could you go check. Sorry sir we have no std cars on site. Maybe easy to understand, but when you have the press fleet nearby? Would they make the effort to really find out if it worked on the 981? No and that's just not one OPC. In the end I got the info myself. I've also has my local OPC phone and ask if I was in the market for a new car - yes please call me in 2 weeks, guess what no call. Guess the end of month target was hit. invite to the Boxster launch - no.
Saying all that I do find them better than most car salespeople and the buying experience a lot more personal. I'm another one that works in AV like Saj and doesn't dress up
They can feel a little intimidating when you walk in, but no more so than my local Audi dealership. I completely understand the above views on 'salesman'. But heres the thing.
You are buying the product not the salesman. Like most of you, I have experienced the complete range of sales types, good and horrific.
What is important to you?
The car or the condesending 'have some coffee, do you work out, look at my tits, oh you are so important' b
ks.
Its the car. I am shocked by how many people buy a Porsche (Or any other product) on the strength of;
The salesman was really nice
The coffee was good
They really look after you
He said that the car was - INSERT ANY BULLst YOU 'LIKE HERE, LIKE THE POPE OWNED IT.
Buy THE CAR!!!!!!!!!!1.
MTR
You are buying the product not the salesman. Like most of you, I have experienced the complete range of sales types, good and horrific.
What is important to you?
The car or the condesending 'have some coffee, do you work out, look at my tits, oh you are so important' b
ks.Its the car. I am shocked by how many people buy a Porsche (Or any other product) on the strength of;
The salesman was really nice
The coffee was good
They really look after you
He said that the car was - INSERT ANY BULLs
t YOU 'LIKE HERE, LIKE THE POPE OWNED IT.Buy THE CAR!!!!!!!!!!1.
MTR
There's no excuse for condescending behaviour, arrogance and wrongly qualifying a potential customer. I know good qualifying is the number one rule to avoid time wasters BUT, the OPC sales people think they're so clever (in their cheap suit and infinite ignorance of the product they sell) that they're not very good at qualifying prospective customers in a world were appearances can be very deceptive...
Service is everything to me. It indicates the character of the people you are buying from.
The reason you go to a dealer is to get a level 'insurance' with regard to quality, advice aftercare etc.
Why pay a premium for non existant service? You might as well save a few quid and buy from auction.
p.s I'll add I often make a point of wearing the scruffiest old gardening clothes I can find when browsing cars, It's interesting to see the hugely variable reactions.
The reason you go to a dealer is to get a level 'insurance' with regard to quality, advice aftercare etc.
Why pay a premium for non existant service? You might as well save a few quid and buy from auction.
p.s I'll add I often make a point of wearing the scruffiest old gardening clothes I can find when browsing cars, It's interesting to see the hugely variable reactions.
The worst I've experienced is Aston Martin in Leeds. Unless you walk in dressed in Prada with an orange WaG and bodyguard in tow they won't look up from their desks. Kind of sums up the cars for me. All surface and no substance. I'm sure they (the cars) are better than that but I've never bothered to find out and doubt I ever will.
The two dealers I have dealt with have been Reading and Guildford. Experience at Reading was top draw, very friendly and helpful, test drove a 3.6 and 3.8 997 back to back, no hard sell etc. I've not gone as far as a test drive at Guildford, but have often chatted to the receptionists who are very friendly (been there twice recently to see the new 911 and Boxster)
Guildford have always had an attitude regardless of the fact I've bought a new Boxster S and a new 996 C2 Cab off them to the point I won't go in the showroom.
Mid-Sussex - Can't find a fault with any aspect of their service.
Different Marque - years ago I was looking at a Freelander for the Mrs and popped into Harwoods in Croydon to be ignored by everybody for what seemed like an age. I calmly walked over to a chap sitting at a desk to ask if he could help me only to be told that if I look right over the other side of the lot, yes, that gent about 200 yards away - if I walk over and see him he'd be able to help me. I very politely asked him to walk over himself and to ask that nice gent if he'd like to make the walk back over here and help me? He did and whilst he walked over I thought bks to this and went home and bought a car elsewhere.
Mid-Sussex - Can't find a fault with any aspect of their service.
Different Marque - years ago I was looking at a Freelander for the Mrs and popped into Harwoods in Croydon to be ignored by everybody for what seemed like an age. I calmly walked over to a chap sitting at a desk to ask if he could help me only to be told that if I look right over the other side of the lot, yes, that gent about 200 yards away - if I walk over and see him he'd be able to help me. I very politely asked him to walk over himself and to ask that nice gent if he'd like to make the walk back over here and help me? He did and whilst he walked over I thought b
ks to this and went home and bought a car elsewhere.Gassing Station | Porsche General | Top of Page | What's New | My Stuff