The Kia dealer experience

[Mike_TX]

Another recent thread made me think about the Kia dealership experience.

I'm sure it varies by region, but it seems to me like all car dealerships have gotten a lot more "casual". And while I don't need salesmen to come out in coat and tie, some of them have gone a little too far for me. And sadly, some Kia dealerships are among the,.

So, for any dealers watching, here's what I expect in any dealership:

1. Don't let your salespeople stand around out in front of the building like homeless people, waiting to ambush potential customers. That's enough to keep some people from even getting out of their cars, and it makes your salesforce look desperate.

2. Give your salespeople shirts with the dealership name/logo on them, so they all look alike and it's obvious they actually work there. And in the winter, give 'em sweaters or jackets with the name/logo ... it will cost you a few bucks, but will pay dividends in the long run. That's a lot more professional-looking and it reassures customers.

3. Train your salespeople to be reserved and polite. Give customers a little slack, and let them look around a little without hovering over them like vultures. Hovering salespeople make customers nervous and can actually run them off.

4. Try to expedite the sales process. Don't play the old game of wearing customers down until they give in and buy. Buying a car shouldn't be a long and painful ordeal.

5. Remember that word of mouth is you best salesman. Happy customers tell people about you, but by the same token, piss people off and they'll tell twice as many people.

 

[Kia Stinger]

Another recent thread made me think about the Kia dealership experience.

I'm sure it varies by region, but it seems to me like all car dealerships have gotten a lot more "casual". And while i don't need salesmen to come ou tin coat and tie, some of them have gone a little too far for me. And sadly, some Kia dealerships are among the,.

So, for any dealers watching, here's what I expect in any dealership:

1. Don't let your salespeople stand around out in front of the building like homeless people, waiting to ambush potential customers. That's enough to keep some people from even getting out of their cars, and it makes your salesforce look desperate.

2. Give your salespeople shirts with the dealership name/logo on them, so they all look alike and it's obvious they actually work there. And in the winter, give 'em sweaters or jackets with the name/logo ... it will cost you a few bucks, but will pay dividends in the long run. That's a lot more professional-looking and it reassures customers.

3. Train your salespeople to be reserved and polite. Give customers a little slack, and let them look around a little without hovering over them like vultures. Hovering salespeople make customers nervous and can actually run them off.

4. Try to expedite the sales process. Don't play the old game of wearing customers down until they give in and buy. Buying a car shouldn't be a long and painful ordeal.

5. Remember that word of mouth is you best salesman. Happy customers tell people about you, but by the same token, piss people off and they'll tell twice as many people.

This could make for a great discussion about what will make us customers happy - and more likely to buy a car at a dealership. In regards to your list...

#1. This is very important. I've driven into dealership parking lots - and turned right around and left without even going in. As a customer, I don't want to deal with any B.S. I know there's GOING to be some B.S. - but if I see it up front and center before I even walk in the door - NO. Nobody likes a vulture. At least get the customer in the door. Nobody is going to think you're closed if sales people aren't standing outside.

#2. I'm on the fence about this... Before I was old and wise, I drove around in a lot of expensive cars thinking I could actually afford them. However, many of those buying experiences had well-dressed sales people. I think the "Kia Polo" probably works fine at Kia dealerships - but not as much as higher-end dealerships. This is just my opinion and I wonder how other people feel...

#3. Yes. Slack. Don't have me looking over my shoulder making sure your pants are still on behind me. Let me look at the vehicle(s) and I'll let you know if I need help. I've actually always wanted to be a car salesman because I freaking love cars - and I think it would be really interesting selling them. I'd probably be terrible at it - but I always imagine myself being very nice to the customers. Then again, I bet most sales people go into it the same way - and get rough around the edges after dealing with bad customers...

In any event, I think sales people should let the customers look at the vehicles and watch out for the RIGHT eye contact. I think most people can tell whether somebody wants to be talked to or not. If you're not sure - just a quick, "If you need help, I'm here". -- Or if you actually like the vehicle for some strange reason (there's a guy out in Hejdfgwusdfre who sells cars and actually likes them) discuss it a little with the customer. "Hey! What do you think of the Stinger?". Just have a conversation...

#4. This isn't going to change so I'll just leave it alone.

#5. Well, yes - word of mouth is a great thing - and especially now with the internet - it's a great idea to be careful. Not always easy, I know...

 

[mldavis2]

Interesting continuation of this thread. I once saw a column written by a former car salesman who gave details of the sales manager that caused him to quit selling cars. Apparently the attitude at their dealership was that if a customer got out of his/her easy chair and burned their gasoline to come to their dealership, they weren't just "looking," they were ready to buy -- you can "look" on the internet. So every customer "must" be sold a car, one way or another.

I had a good friend who went to look at used cars at a Kansas City Cadillac dealership many years ago. He was interested in a Ford Taurus (not a car guy, he was an accountant) and took a test drive. They got the keys to his trade-in to check it out so they could make him an offer on the trade-in. He came back and didn't like the Taurus, but they wouldn't give him his keys back. He fought with them for 15 minutes and then had to threaten to call the police to get his keys back so he could leave. There are dealerships like that, still, mostly large mega-dealers who have huge overheads and have to turn a lot of cars. Rural dealerships usually are more laid-back and conversational, and they usually have much lower overhead and can cut a better deal. The other side of that is that big dealers get additional incentive rebates for volume. Just be careful and make sure you're comfortable with the dealership. The good ones will survive, the others gone overnight.

 

[Kamauxx]

Something I'd add to the list: Know your product!

If you are only selling Kias there is no reason for you to be completely ignorant of the car's features/specs. When I bought my Stinger yesterday the dealership's "resident Stinger expert" kept telling me about how the car makes 511 rwhp with a LAP3. He also told me the car has 6 subs--one under each seat and one in the trunk. I don't need salesmen to embellish anything. Learn the cars. Speak truthfully. Don't make yourself look like an ass.

Oh, and not forgetting to put my license plate on or the GPS SD card in would be a nice addition as well.

 

[Bigserver1]

Something I'd add to the list: Know your product!

If you are only selling Kias there is no reason for you to be completely ignorant of the car's features/specs. When I bought my Stinger yesterday the dealership's "resident Stinger expert" kept telling me about how the car makes 511 rwhp with a LAP3. He also told me the car has 6 subs--one under each seat and one in the trunk. I don't need salesmen to embellish anything. Learn the cars. Speak truthfully. Don't make yourself look like an ass.

Oh, and not forgetting to put my license plate on or the GPS SD card in would be a nice addition as well.

This 100%. The first time I test drove a GT2, I wasn't aware that they’d left wireless charging and a 360 cam off the US version, and the sales guy was telling me that it had all of those things.

Know your shit. Sounds so simple but it’s harder than a lot of dealers realize.

 

[mldavis2]

Most salesmen do not know their product. I don't know what they do with their spare time -- maybe putting balloons on door handles to attract passing birds -- so I never rely on any salesman and do all my research online. What really torks me is having to even deal with a salesman. When I go in, I have my car spec'd out, I know exactly what I want and I know it's virtually always a factory build, not a lot car. I don't need any damn salesman running back and forth to the sales manager playing "let's make a deal." Give me your best price or I'll go somewhere else. It's a factory order. I'm not driving the car, burning gas and tires and someone's time. Just give me a price. And that means no salesman, just a sales manager who can give me the numbers. Is that asking too much?

 

[westcoastGT]

Most salesmen do not know their product. I don't know what they do with their spare time -- maybe putting balloons on door handles to attract passing birds -- so I never rely on any salesman and do all my research online. What really torks me is having to even deal with a salesman. When I go in, I have my car spec'd out, I know exactly what I want and I know it's virtually always a factory build, not a lot car. I don't need any damn salesman running back and forth to the sales manager playing "let's make a deal." Give me your best price or I'll go somewhere else. It's a factory order. I'm not driving the car, burning gas and tires and someone's time. Just give me a price. And that means no salesman, just a sales manager who can give me the numbers. Is that asking too much?

Totally agree , I never deal with auto sales people , always the GM

 

[STNGRNV]

#1 is an absolute annoyance for me. When I first went to look at the Stinger the salesmen were hovering like vultures. Then they didn't even know as much about the car as me (And I don't know all that much).

 

[Mike_TX]

#1 is an absolute annoyance for me. When I first went to look at the Stinger the salesmen were hovering like vultures. Then they didn't even know as much about the car as me (And I don't know all that much).

Sadly, many Kia dealerships are like that. I don't know why, unless maybe it has something to do with the general clientelle, who maybe need a little extra "push" to buy those Rio's and Forte's.

No matter the reason, there's a fine line between being helpful and being pushy, and a good salesman knows the difference. Dealers want aggressive salespeople, but they need to train them well enough that they know the difference between selling and being a nuisance.

You don't attacked at a BMW dealer, or in a Mercedes or Land Rover dealership.

 

[STNGRNV]

Sadly, many Kia dealerships are like that. I don't know why, unless maybe it has something to do with the general clientelle, who maybe need a little extra "push" to buy those Rio's and Forte's.

No matter the reason, there's a fine line between being helpful and being pushy, and a good salesman knows the difference. Dealers want aggressive salespeople, but they need to train them well enough that they know the difference between selling and being a nuisance.

You don't attacked at a BMW dealer, or in a Mercedes or Land Rover dealership.

It probably has more to do with brand reputation and the how the dealership hires than clientele (You can be civil and courteous regardless of SES). On a good note, on my second trip the salesman who showed me the Stinger did know something about the car, was very helpful, and didn't hover. I'll probably be contacting him when I'm ready to buy later this year.

 

[mikeceli]

S
.........................................You don't attacked at a BMW dealer, or in a Mercedes or Land Rover dealership.

Salesmen at the Land Rover dealerships are too busy trying to get the new cars to start and stay running.

 

[CoconutRob]

Sadly, many Kia dealerships are like that. I don't know why, unless maybe it has something to do with the general clientelle, who maybe need a little extra "push" to buy those Rio's and Forte's.

No matter the reason, there's a fine line between being helpful and being pushy, and a good salesman knows the difference. Dealers want aggressive salespeople, but they need to train them well enough that they know the difference between selling and being a nuisance.

You don't attacked at a BMW dealer, or in a Mercedes or Land Rover dealership.

I disagree I was just browsing at my local BMW and I felt attacked . I told the salesman I did not have the time. He was pushing me to testdrive. So the next boring Saturday I have I am going and driving every car available. Lol