Comments on: Edmunds confused by J.D. Power Sales Satisfaction results

By: psarhjinian

psarhjinian — Fri, 21 Nov 2008 16:32:31 +0000

Edmunds should know better.

Edmunds does know better.

But the accurate story wouldn’t have as controversial, nor generated nearly as many page hits.

By: Mcgilligan2

Mcgilligan2 — Fri, 21 Nov 2008 15:47:16 +0000

Michael,

Not to nitpick, but if it truly is a 1,000 point scale, it stands to reason that the difference between the top and bottom is less than 1,000. How much less?

By: highrpm

highrpm — Fri, 21 Nov 2008 13:17:36 +0000

This is the tale of one man, but I’ve also noticed that over the past few years I’ve been treated better at the domestic dealerships. The sales folks seem friendlier and more eager. Maybe they figured out that they have to put effort into the sales since these cars don’t sell themselves as easily as a Civic or Corolla does.

The parts area in domestic dealers is different, at least around Detroit. The old timers back there act like I’ve interrupted their smoke breaks or something when I go to buy parts.

Anyway, the worst treatment I’ve ever received at a dealership was from our local Acura folks in Troy. This was a few years ago when the styling on those cars wasn’t so controversial and they were selling well.

By: Michael Karesh

Michael Karesh — Fri, 21 Nov 2008 13:05:50 +0000

In my experience, the Japanese brand dealers have actually gotten better in recent years.

Anyone else remember the years of the “voluntary” import restrictions, when you had to get on a wait list for a Honda and beg them to sell you a car? Honda and Toyota dealers were incredibly arrogant during those years. To get a taste of this, visit just about any dealer when they have an especially hot product, and ask to drive it.

By: Bertel Schmitt

Bertel Schmitt — Fri, 21 Nov 2008 10:01:37 +0000

Indeed, this study has nothing to do with the car. It’s the SSI, the Sales Satisfaction Index. Basically a measure of how well the sales droid is doing the paperwork. The measure to watch is the CSI, the true Customer Satisfaction Index. Edmunds should know better.

And Michael, you are right: With only a few points difference, the rankings are meaningless.

By: Qusus

Qusus — Fri, 21 Nov 2008 08:18:13 +0000

autonut:

It’s not like luxury car dealers in north Jersey hire salesmen from prisons. Just like car dealers in Princeton don’t hire salesmen from the university.

And the salesmen around that area are no better than any I’ve been to in Boston, Detroit, Philadelphia etc. No worse. But no better.

By: TexasAg03

TexasAg03 — Fri, 21 Nov 2008 05:45:36 +0000

I have only been treated with respect – true respect – in one dealership (where I actually purchased a car) – Garlyn Shelton BMW in Bryan, Texas.

I have been treated nicely in other dealerships as well – while I was looking. However, when it comes time to buy, the true colors show through. Only the BMW dealer was a pleasure to deal with in every way.

By: Adub

Adub — Fri, 21 Nov 2008 04:52:11 +0000

I’ve seen more sleaze on the domestic side, with Nissan being the exception. I have never had a good experience at a Nissan dealer. The problem with Honda and Toyota is that they are usually busy enough that you almost have to ask to talk to a salesman.

My worst dealership experience was at a VW/Saab dealer. I wouldn’t buy their cars even if they were reliable!

By: Ronnie Schreiber

Ronnie Schreiber — Fri, 21 Nov 2008 04:32:13 +0000

I’ve only bought a couple of new cars, both domestics, and the dealer experience in both cases was fine.

The second was with one of those seasoned salesman RayH mentioned. No BS, he saved us money on the lease. A pro.

I wonder what the people who insist that domestic dealers are worse will say about the survey.

By: autonut

autonut — Fri, 21 Nov 2008 03:34:52 +0000

Frankly, around Princeton area in NJ, salespeople seem to be a bit more polished (less jails in the area), but in Northern part of Jersey car buying experience is akin to documentary about jail population on PBS. I stick to my guns regarding difficulties and requirement for more polished sheisters to sell domestic and perhaps Korean cars. How hard to sell Civic or Prius? Try to unload Hummer when gas is $4/gallon. I am talking good old days of expensive gas and not so much recession.

By: RayH

RayH — Fri, 21 Nov 2008 03:23:44 +0000

It is fitting, that Asians dealerships are saving on salaries and getting scum off the street to peddle their fleets

With the exception of Saturn, anecdotally I find the opposite of your statement true in the Dayton/Cincy Ohio area. American car dealers have a couple of seasoned salespersons who have repeat customers and actual selling skills, apparently make a good living, dress well and are well spoken. The rest (most) in those American dealerships seem to be the result of “will train anyone with a pulse” how to sell cars. Not saying there’s anything wrong with that, but generally Asian and especially German car companies don’t have ads touting training anyone with a pulse to sell cars.
Any time I’ve been to an Asian automaker dealership, at least Japanese, most every salesperson has seemed drug free, decently dressed and well spoken. And the seasoned salespeople seem more numerous there too.
Good salespeople generally end up where there is good product and a reasonable chance of maintaining markup.
I speak nothing of sales managers/business managers as I’ve seen equal numbers of good/bad/sleezy everywhere.

By: autonut

autonut — Fri, 21 Nov 2008 03:00:15 +0000

Frankly, Toyota & Honda (Nissan, Mazda) showroom experience is nothing to write home about. You need much more professional stuff to sell cars that no one wants (GM, Ford) to public who can’t afford to buy it in the first place. It is fitting, that Asians dealerships are saving on salaries and getting scum off the street to peddle their fleets. Domestics perhaps have higher payroll expenses. Just like it cost more to manufacture cars no one wants, it is expensive to sell them as well.