Contacted several VAG brands with a view to a test drive and vehicle change from our Touran.

After the initial "what are you interested in and when would you like to come in" email - nothing.

You'd think because of the drop in sales over the emissions issues they'd be chomping at the bit for a whiff of a sale.

Not chasing, instead now looking at non vag brands as they seem more interested in my money

I don't think it's just VWG, many dealerships seem to be the same.

 

A couple of years ago my daughter decided to get a Ford Focus. We took a walk around the local Ford dealer forecourt and had a look at a few new ones they had in stock. Two sales guys came out of the showroom, walked past us and put some stickers in some car windscreens further up the forecourt, then they walked back past us back in to the showroom. Neither of them acknowledged in any way we were even there. I certainly wasn't going to go in after that.

We went to another local Ford garage which was family owned and run and the story couldn't have been more different. The receptionist asked for our names and what we were interested in, sat us down and gave us coffee. By the time their sales guy had finished talking to his previous customers he came over and welcomed us by name, he already knew what we were interested in, took us through all the options, what they had in stock for immediate delivery etc. The deal was done there and then, the car was picked up one week later.

 

I have a company car so every three years or so I get to choose a new one. Almost every time I walk in to a dealership its a similar story, sometimes better sometimes worse. The exceptions are a VW and Skoda garage close to where my employer is based as they know as soon as I walk in the door they'll either be getting some work from a service or a new car deal. The company I work for prefer to purchase their cars outright rather than lease them so they do look after us well. My current Skoda dealer is just about perfect, they know me by name as I do them, the service receptionist Emma, service manager Glen, and sales guy Joe.

 

Seems to be down to the individual sales person - some are keen, some are not.

I found the opposite from the VW dealer I went in the other day. I just wanted a bit of string price for a contract hire/lease caddy for the other business - bog standard fleet spec, not doing many miles, cheap as you can, here's a price from PSA - if you can't beat or match that, I won't waste your time. Ended up getting the full sales pitch before he'd talk numbers. Then his prices were nowhere near PSA's price, or those on the stickered up van I noticed on the forecourt on the way out. 

Edited 17 September, 20169 yr by StevesTruck

go in towards the end of the financial quarter and they'll be bending over backwards

go in towards the end of the financial quarter and they'll be bending over backwards

When's that?

When's that?

End of November I should think.

Contacted several VAG brands with a view to a test drive and vehicle change from our Touran.

After the initial "what are you interested in and when would you like to come in" email - nothing.

You'd think because of the drop in sales over the emissions issues they'd be chomping at the bit for a whiff of a sale.

Not chasing, instead now looking at non vag brands as they seem more interested in my money

 

From what I have heard from VAG dealerships they are frustrated by VAG telling what they should sell, ie what the production cycle is churning out and the most profitable for VAG rather than what the buyer wants.  Dealerships being forced to take chunks of stock to keep VAG figures up, not working so well as they have had 12 months decline now in sales numbers since Dieselgate.

 

Audi-arrogant, SEAT-good looking cars and good offers but poorest dealers, Skoda not what they were 5 or 10 years ago and VW bland and wanting to sell you what they want to not what you want.  Up-coming brands continue to be Hyundai-Kia and Dacia-Renault according to much of dealership and buyers feedback.  

From what I have heard from VAG dealerships they are frustrated by VAG telling what they should sell, ie what the production cycle is churning out and the most profitable for VAG rather than what the buyer wants. Dealerships being forced to take chunks of stock to keep VAG figures up, not working so well as they have had 12 months decline now in sales numbers since Dieselgate.

Audi-arrogant, SEAT-good looking cars and good offers but poorest dealers, Skoda not what they were 5 or 10 years ago and VW bland and wanting to sell you what they want to not what you want. Up-coming brands continue to be Hyundai-Kia and Dacia-Renault according to much of dealership and buyers feedback.

There has been so much consolidation in the car dealer sector that suggesting different dealerships give different customer service is a bit of a nonsense. My local dealer is now part of a group selling 24 brands over 150 locations, and they are only the 5th largest group in the UK.

There has been so much consolidation in the car dealer sector that suggesting different dealerships give different customer service is a bit of a nonsense....

 

Or the facts provided by surveys of the dealers themselves and customers.    http://www.nfda-uk.co.uk/_assets/NFDA%20DAS%20Results%20Summer%202016.pdf

 

“The relationship between franchised car dealers and car manufacturers recorded an average score of 6.2 in summer 2016, this is 0.1 higher than the winter, but static from the same time last year.  Twelve networks saw an improvement in score, although, it is concerning to see that a number of franchises have been experiencing a continued decline”, said Sue Robinson, Director of the National Franchised Dealers Association commenting on the NFDA Summer 2016 Dealer Attitude Survey, published today.  This year’s NFDA Summer 2016 survey had 1746 respondents from a total participating dealer network of 4090, which equates to a response rate of 43%.  This is the highest return ever, surpassing last winter’s high of 39%. There were 28 franchise networks in the survey which represent a range of dealer sizes and ownership type from across the UK.  The all-important question about the overall value of the franchise shows an increase in dealer satisfaction with their manufacturers when compared to the last winter survey’s results (6.2 vs 6.1), but it has remained at the same level as last summer. 

• Mercedes is once again the highest scoring franchise with an average score of 9.5. This is up 0.2 points compared to the winter and slightly down from last summer’s peak (9.7).  
• Kia has improved by 0.8 points from last winter and is now the second placed manufacturer with 9.2 points.
• Lexus has made huge progress from summer 2012 when they scored 6.7 and they are now third with an average score of 9.0 points.
• Suzuki and BMW close out the top five with 8.9 and 8.1 points respectively.
• The least valued franchises by respondents are Citroen, Alfa Romeo, Jaguar Volkswagen and Mitsubishi. 

Robinson concluded, “Average scores are fairly neutral and suggest there is potential room for improvement. On a positive note, some manufacturers appear to have found the correct balance and are working successfully with their dealer networks. Looking at the current short term uncertainty and at the possible challenges ahead following the Brexit vote, it is vital that dealers and manufacturers continue to cooperate and try to strengthen their relationship to achieve positive outcomes.”

 

And for Customers......http://www.autoexpress.co.uk/car-news/driver-power/92307/best-car-dealers-2016

 

So, to help guide you we’ve compiled a rundown of each manufacturer in the UK with the assistance of the 50,000 readers who completed the survey. We’ve ranked the best and worst garages, highlighting what you can expect should you visit a dealer.  .......For the first time ever, Renault has topped our Driver Power dealer chart on the back of a fantastic set of scores. With all the brand’s showrooms also selling Dacias, it’s unsurprising to see the pair sat together, but Renault tips the scales with top rankings for helpfulness and attitude, plus the overall dealer experience. Its franchises are considered good value for money, too.  To rise from 12th to first is quite a success story, and this is no doubt helped by a line-up of fresh new cars keeping owners happy – the Kadjar and Captur, to name but two. Customers could barely be happier with the service from their Renault dealers. One told us: “They’re always willing to help, and go above and beyond what is expected of them. Nothing is too much effort for them.” ..... Dacia majors on budget prices for its model line-up, with the Duster 4x4 and Sandero supermini some of the cheapest cars around. That’s carried over to its dealers, too, with a top ranking in value for money. It was the same story 12 months ago, but this year it’s supported by fantastic results across the board; only one area (cleanliness and atmosphere) falls outside the podium places.  The dealerships, alongside those of parent company Renault, have undergone significant revamps in order to help them up their game, and it seems to have paid off, with an 11-place rise from 13 in 2016 to second. One Sandero owner said their dealer was “a breath of fresh air” compared to others. And another reckoned staff were always “eager to please”. 

Edited 18 September, 20169 yr by lol-lol

Interesting comments on here and very much in line with my current experiance trying to replace the Skoda with a "SUV"

Certain dealers we didn't bother as has already discounted their offerings,

VW - disinterested

Kia - Arnold clarkesque (high pressure, with very little time for you if you're not buying "today")

Merc - bumbling but friendly

Volvo - friendly, helpful and laid back

Jaguar - same as Volvo

BMW - friendly, a bit too sir and Madame for me but generally well informed and perfectly happy to arrange a test drive without a promise of a purchase.

Ford - dismissive, insulting and dreadful sales pitch

Ford deserves special mention. Went in to look at the Edge, guy sidles up and said something along the likes of its 25-33k, maybe you should look at the kuga which is cheaper. He shut up with that one when I said we'd been looking at the f-pace.

Then he proceeded to tell me the Edge wallowed around corners but you could hit a speed bump at any speed you want and not notice. Hmmm.

it was the same when I was buying the vRS. Local dealer gave us a test drive of a 1.4 petrol when we were after a diesel vRS, told them if they could arrange a test drive of the one they had in the showroom they'd have a 99% chance of a sale - no dice. Ended driving from Edinburgh to Preston to get a test drive from Simpsons who oddly enough were not phased at all by the request when I phoned them (apparently quite common for them to get random phone calls from north of the border) and got the sale.

Whilst I understand the low margins in cheaper cars mean for higher numbers, less time etc some of the dealers round here need a massive rocket!

Interesting comments on here and very much in line with my current experiance trying to replace the Skoda with a "SUV"

 

 

 

Very similar experiences for me

 

VW - disinterested

Kia - Arnold Clark dealership here, too busy no salesmen around (all in offices), waited 10min and walked off

Merc - Also AC round here so stayed clear

Jaguar - fiendly professional, I'm hardly a typical Jag customer but a test drive was arranged very quickly and a figures worked out.

BMW (multiple dealerships) - Not pushy, very helpful, keys to very expensive motors thrown at me but in the end the deal wasn't very good

Vx - AC again, nearly ended in a fight

Mazda - Very good, bent over backwards for me, no haggling needed deal was good right away, car bought on the spot and no trouble at all with paperwork right up to hand over.

Mazda - Very good, bent over backwards for me, no haggling needed deal was good right away, car bought on the spot and no trouble at all with paperwork right up to hand over.

 

Ah yes, I forgot about Mazda - we looked at the Mazda 5 when we were looking for a direct replacement for the vRS rather than the "SUV" type. 

 

Exactly the same experience here in Edinburgh, very helpful, laid back and the car was lovely just a little dull for my liking.  Told them to contact me if they ever bring out a MPS version and the salesguy admitted a number of people had told him this and we parted ways.

Edited 19 September, 20169 yr by gullyg

In my experience, it's not manufacturer related but dealer franchise related.

 

There are good and there are bad dealers, regardless of the badge.

Email tends to be the worst way of interacting with most car dealerships.

They will be more interested if you physically go to the showroom.

My recent experiences when purchasing a new car for SWMBO

 

Ford: Booked a test drive in a Grand C max 1.0 ecoboost. Turned up at agreed time and low and behold they didn't have the model I'd arranged to test drive on site!

Toyota: Showed interest and ran through costs of their 7 seater car

Vauxhall: Showed interest but my Mrs wasn't impressed with the Zafira

Nissan: Nice and friendly with good knowledge. Let me take an X trail out on a solo test drive.

Seat: Again very good, let us take out a demo and we ended up ordering a new Alhambra.

 

Obviously varies from dealer to dealer, these were all part of the Hartwell group located in Kidlington 

Email tends to be the worst way of interacting with most car dealerships.

They will be more interested if you physically go to the showroom.

It was their online test drive booking.

Didn't have the vehicle I'm interested in so was waiting for VAG to supply one.

It was their online test drive booking.

Didn't have the vehicle I'm interested in so was waiting for VAG to supply one.

I agree many have the 'facility' to interact & book by email, but it just doesn't work well.

Always found turning up & grabbing someone the best way to get their attention

In my recent experience, they all seem very stand-off-ish and not pushy like they used to be

Its not just cars.

Ive been shopping around to buy a bike lately and 2 dealers never even rang me back, 1 dealer did a day later, when it was too late.

Couldnt understand why they're just not bothered about making a sale? I thought they were there to sell!

I'd love to know what the percentage of time wasters they get is.

Maybe there a large number of people after a test drive with no actual thought to buy at all.

I'd love to know what the percentage of time wasters they get is.

Maybe there a large number of people after a test drive with no actual thought to buy at all.

Test drive was easy for me. Just asked n got handed the keys.

It was the bit where im actually trying to hand the money over that they werent bothered.

I guess theyd never quite know how many people dont buy, as people shop around dealerships

I'd love to know what the percentage of time wasters they get is.

Maybe there a large number of people after a test drive with no actual thought to buy at all.

 

I would imagine it is very high, a lot of people will book test drives to find a car they like, then will use a new car price comparison tool and order from another dealer. The internet will wipe out a lot of sales jobs.

I would imagine it is very high, a lot of people will book test drives to find a car they like, then will use a new car price comparison tool and order from another dealer. The internet will wipe out a lot of sales jobs.

That's the game they're in.

If they are busy, they will always choose the leads who they believe to be the ones they will most likely convert into a sale..

It's a numbers game.......

That's the game they're in.

If they are busy, they will always choose the leads who they believe to be the ones they will most likely convert into a sale..

It's a numbers game.......

Annoyingly some marques are "cheating" as well. Try getting a BMW quote from carwow etc.

I'd love to know what the percentage of time wasters they get is.

Maybe there a large number of people after a test drive with no actual thought to buy at all.

 

 

That's the game they're in.

If they are busy, they will always choose the leads who they believe to be the ones they will most likely convert into a sale..

It's a numbers game.......

 

i think a lot of car salesmen are quite old school and dislike selling on the phone or dealing with emails. Sales is often about getting someone sitting in front of you to try to conclude the deal. If the person walks out the door the sale is probably gone.

 

Email is probably a borderline waste of time for dealers, it could be 90% time wasters or even higher with email so they probably just don't bother. Too easy for people to not turn up etc.

 

If I'm tire kicking I normally tell them so no ones time is wasted, if they're not busy they sometimes just have a blether anyway. Best to avoid  dealerships on a Sat/Sun.