Are you in the power generation industry?
The great news is Jaguar Land Rover suspended all CSI indefinitely due to the pandemic 
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I switched to a BMW dealer (from Audi) that does not pay based on CSI and it is so much better. I don’t have to worry about some a-hole giving me all 9s because there is “always room for improvement” or the person who thought 1 was the best score (English was not their first language).
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That’s completely false.
The dealer did that to get a loaner credit on the vehicle so that they can adjust the sales price. Could you combine that with other pre-incentive discount? Yes, you could. But nobody is going to give you a discount by being rude.
Surveys are so ridiculous. The data is flawed because the salespeople are just asking for 10s and yes’ so they can pay their bills. The customer probably feels like it is awkward to be asked for that instead of legit feedback. I heard Toyota is moving away from it and more manufacturers need to.
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Well, they are the “car guy” since they picked out the car. Their buddies are the people that do everything else. 
Does the manager you work for know that story?
Yep. Almost a year has passed and I still give him shit about it.
I don’t disagree, but that’s not the way how it works. Some are selling cars because they don’t want to be selling cell phones.
I went to a tire shop, they quoted a wrong size tire and asked if I still want it. It’s only 10mm wider.
At least that is a bit of closure, but it seems like there is still some residual salt left in the wound.
What are appearance options? I must know so I can start making an extra 9k per sale!
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Slap a carbon fiber spoiler on the factory spoiler and spoiler alert, you got an appearance package!
Well yes, but they also shouldn’t be surprised to get dinged for poor product knowledge on a survey then.
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What’s completely false?
I was being rude? I’m sorry, I didn’t know you were the sales person I was interacting with. Oh right, you weren’t and now you’re being rude accusing me of being rude when I wasn’t.
^^ I think I was pretty straight forward with my request and even thanked the dealer after being told they couldn’t do the deal. End of story. But I’m rude…
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This whole industry has pre-conceived resentment towards each other.
Unless there are drastic changes, it will continue & each side will just continue to have the resentment.
The system is setup to hide information from the buyer and making money off the buyer instead of the product.
Which will always make the buyer feel as if “they’re missing something”
You don’t have to do same amount of research for finding a good price for most other relatively expensive items… As we all know nothing comes close to a house & a car in terms of pricey purchases.
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It’s the same problem as Yelp: the bias is toward 10s and 0s. Since some people get paid on CSI, they push for a 10 even when it might be a 7/8/9 which on an insane weekend where you got the car you wanted and love it isn’t a bad score at all.
It’s one thing if you want to use CSI as a qualitative way to check on the sales/service experience, without tying people’s pay to it or handing out those ridiculous plaques that just need to be dusted. Does it matter if you were the #1 best Honda store for CSI in 2004? 99% of those people don’t work here anymore.
Because they know their customer: they don’t care about the experience, they don’t care if it’s reliable, JLR and the dealership will know they did something right if the customer comes back and says “thank you sir may I have another?”.
Are you talking about JLR or Tesla?
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It’s an adversarial sales model, not unlike real estate. Or those oil tankers that people here wanted to buy a couple weeks ago - you don’t just go on Alibaba or Amazon and order one. And even if you bring your checkbook, the haggling might go on so long you need to stop and have lunch.
I’ll say it again, if anyone should buy Tesla, it’s Tata. Roll it right under the JLR Umbrella where their existing customers will feel right at home.
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Agreed
Best way to do it is secret shoppers. Makes it tough in an auto industry where “negotiating period” is just so loong.
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