Buying a car is a big deal. Some people know what they want and others don't. Some buy in 3 hours...others 3 months. How the purchase decision is made should tell the dealer a lot about the customer. Once the car buying decision is made, there are the "tier 2" decisions...warranty extension, finish protection, etc. You know, the dealer profit items. When a buyer is decisive on the "tier 1" buying phase, don't slog them through the weeds with 500 horror stories to sell them the warranty when they probably know what they are going to do when they arrive at your office. Listen to your customer...that is what differentiates a great dealer from an average one.
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