100%
Salesperson makes a minimum comission on LH type deals ($100-$200)
Depending on pay plan one bad survey can take away thousands from a paycheck of the salesperson and/or the finance and sales managers too
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The survey is the OEM asking for your honest perspective of how things went. You do not owe anyone making yourself a liar.
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I just like how @thevolvoguy wants to make sure everybody hates the survey as much as he does.
every thread about surveys, heâs nuking the sales folks from orbit or at least launching a volley of grumpyness.
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And they do not deserve a single dollar if they canât even deliver a new car without damage.
Naw I just get so angry when I get an 8/10 of when bringing a car 2 states over but this clown wants a 10 for delivering a damaged car AND holding a loaner over his head!
OP if you feel like you got a good deal, probably in poor taste to crush someone on a survey. If you got smashed, itâs a little different. Youâre effectively taking food off of someoneâs table in what is otherwise a tough time for them.
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I hear ya, not looking to do that and to be honest he was genuinely trying to fix the car when we found it. Maybe once this is all done I give him some advice that pushing the survey like that rubbed me the wrong way, and may do the same to others so he may want to rethink his approach.
The survey is such a horribly broken process.
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Dinging the sales person for a honest mistake (maybe) about the paint is one thing but that craziness over the pushing customers around on the survey responses is very, very weak.
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I think you are being a little too harsh. I find it hard to believe you have never looked at a car under the delivery room lights where it looked great but then pulled it outside and saw a mark or door ding. I know it has happened to me and I am fanatical about detailing cars. I have a stash of detailing equipment in my desk to clean up whatever the porters miss.
What exactly did the salesperson say? Was it âGive me 10s and I will get you a loanerâ or âIf I can get you a loaner, will you give me 10sâ? The first one is a classic example of a quid pro quo, which I wouldnât have a problem with as a customer in this circumstance. And the second is a âI want to help but management is being difficult and I need a reason for them to get a loaner approvedâ.
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What people here keep forgetting is how most people in America are still getting their cars.
Show up at a dealership (it has to be the one closest to your house) and take whatever the car salesman tells them as facts.
The dumbest thing about the survey is that the sales person doesnât exert influence throughout everything in the sales process.
For example, the people who push a new car through that dirty auto-wash machine then rapidly wipe it down with a dirty microfiber arenât going to be looking for damage. They are too busy looking at their watch waiting to go home.
Or the Volvo dealership I got a car from in 2019, they had a âsweatboxâ negotiation room. The room on purpose had a southwest facing window so it picked up allllll the afternoon sun. And the AC vents didnât work in there. But thatâs where they sat your dumb-ass if you were stupid enough to go in and haggle for a Volvo (I am a dumbass). The sales person isnât making this policy, the SM and GM are.
And itâs not like the sales person can ask the FM to not push undercoat spray and maintenance packages and extended warranties. So if the FM pushes too hard and pisses off a customer who was already irate having sat in the goddamn sweat box for 3 hours, the sales guy is going to take it on the chin on the survey and contributed nothing to the reason itâs a 4/10 experience.
Buying cars is a 4/10 experience that some sales folks pull across the finish line to try and get a 10/10 by any means necessary. Sometimes thatâs offering a loaner as a quid pro quo. Basically itâs a salesperson who is trying to earn a 10/10 in spite of the dealershipâs best efforts to undermine them.
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The entire survey process is dumb.
Buyer: I want to buy/lease that car.
Salesperson: Sure, come have a seat and we can talk about it.
(4 hours later of back and forth, the worst dealership experience ever, straight-up lies, bait and switch attempts and other BS)
Buyer: I give up. Just give me that car for your price of $XX,XXX and 14.00% over 6 years even though it is a full $5,000 higher than you quoted me and the financing is 8% higher than you quoted me.
Salesperson: Great, just sign here and I will get you in the line for our F&I guys. Shouldnât be more than 2 hours as we are really backed up!
Salesperson: Oh, I forgot to add that I really need 10/10 on the survey that ______ will send you. If it is less than 10s then I donât get paid at all.
Buyer: Well, this was a pretty bad experience all around, so I donât knowâŚ
Salesperson: Totally not my fault that my Sales Manager messed up those numbers, but thatâs on him so what if I could knock $2,000 of the car and get your interest rate down to 10%?
Buyer: Those are still higher than what I was promised almost 5 hours ago, but I guess soâŚ
Salesperson: Great, what email address should the survey go to?
How in the world is that a valid system that actually gives the manufacturer valuable feedback that will make the experience better in the future for anyone?
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Your story is kind of funny, Iâve never heard a sales person dip into their margin to get a 10. Maybe free floor mats?
Ultimately, itâs not about making the experience better, itâs about corporate and regional folks getting bonuses to claim their CSI or NPS are in the high 9âs while finding a way to absolutely destroy a sales person who doesnât help them achieve those high 9âs.
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You mean when corporate told me that they wanted to âcontinuously improve customer experiencesâ that it was a lie?
Iâve been had!!!
Free tank of gas is a common one
Or Iâve seen free keychain too lol
Can we all agree that notwithstanding the fact that oversights do happen, guaranteeing a loaner in return for a 10 survey is unethical on the part of the salesman? The better approach would have been to say something along the lines of âI will get you a loaner but please donât let this mishap affect your survey responseâ.
If he can guarantee him a loaner, then it should never have been a question as to whether or not they would provide one for him given the circumstances.
This is all assuming that the OP accurately represented the salesmanâs comment.
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He said he knew the car wasnât perfect, but it was going to ask me that question on the survey that was being sent sometime the same day and if I gave him all 10âs on the survey he would guarantee I would get a loaner when I brought it in next week. His offer of the loaner was unequivocally tied to the survey, as we had left the conversation the day before that he was likely going to reimburse me for an Uber.
Like was said above, and as you already acknowledged:
Holding you over the stump on the survey to get a loaner while you are put out because they tried to flip a scratched new car?
I would @thevolvoguy them all day long on that survey. Hope you can service it somewhere else as well.
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Iâd give them time to fix it and if they deliver appropriately then water under the bridge
Hold off on the survey- loaner first then survey
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Most of sales ppls pay plan have bonus attached to it with survey so if you trash the survey for something not related to your sales rep, all u did was hurt ur sales persons already crappy pay.
and us dealers see your inputs, ratings and whatever you put on the survey so you may expect some sort of retaliation.
I as a dealer when I receive a bad survey that seems to be from a legitimate reason, I can go as far as paying for your entire lease for the year or change the entire deal or even cars to rectify your bad experience.
But your reason for giving us a crappy survey because you werenât treated as a prince or princess, or because he simply a teacher and want to point out pls behavior, attitude and what not I personally make sure you donât even get a loaner for your next service, and god forbid you get into warranty issues, you are totally on your own with the factory. I simply put a triangle on your profile in our CRM.
Recently I had someone from here on the forum, took advantage of our super duper loser deal plus my salespersons VPP, then trashed us on survey cus the finance manager rushed him out or didnât like one of my managers vaping near the door. Some ppl feel way too entitled.