So....I own a 2012 V6 Overland that I purchased in October of 2011. At the end of 2012, I messed around with the idea of upgrading to a V8 Overland as the dealership where I purchased my Jeep was offering a great deal on a leftover 2012 V8. They were also promising super trade in values as they tried to make their year end sales goals. I sent in an internet request to feel them out on a deal but later decided against it because I wanted to wait to see what the 2014 has to offer. No big deal. BUT.......now I've been getting emails and voice messages from "Mandy," the internet sales manager, on a daily basis. She is persistant if nothing else. After approximately 50 emails and messages I decide to call her back just to get her to leave me alone. I thank her for her attention but explain my initial interest and my desire to now wait for the 2014 redesign. She thanks me for calling back and says, "I guess we'll be talking to you next year." I say, "I don't think I'm going to wait until next year as the 2014's will be on the lots pretty soon." She went silent. "What do you mean," she exclaimed. "You know....the 2014 redesign......with the new 8 speed, Diesel option, new 8" Nav........the big reveal is happening right on the Jeep website on the 14th. It's going to debut at the Detroit auto show." She said that I must be mistaken and said that she would check with the sales manager. I was going to just hang up there but I was having too much fun. She put me on hold. She came back a few minuted later and said that I was, indeed, mistaken and she didn't know about any redesign and that the 2014 models would not be on the lots until Thanksgiving. I kindly thanked her for her help and hung up.
Now......this girl is the internet sales MANAGER. I said MANAGER!!!!!!! How to you raise to the level of internet sales MANAGER and have no clue as to what products you offer?????????? And she wasn't just playing dumb to try to talk me into a 2013. She was serious. How does this happen?????? Seriously?????????
Now......this girl is the internet sales MANAGER. I said MANAGER!!!!!!! How to you raise to the level of internet sales MANAGER and have no clue as to what products you offer?????????? And she wasn't just playing dumb to try to talk me into a 2013. She was serious. How does this happen?????? Seriously?????????
I've bought several new cars over the years and can tell you first-hand that it happens a lot more often then you think. She probably got to the level of internet sales manager based on sales...not knowledge of the product. Remember, the average customer just sees a car as an appliance to get from point A to point B so there's no incentive for the average salesperson to sit there poring over information to see what's new and notable. Most just care about what's on the lot right now.
99.9999999% of car salespeople are CLUELESS when it comes to the cars they sell. It does not surprise me one bit what she told you.
When I bought my 2011, I bypassed all the clueless salespeople and dealt directly with the manager of the dealership. Got exactly what I wanted, no BS.
Now......this girl is the internet sales MANAGER. I said MANAGER!!!!!!! How to you raise to the level of internet sales MANAGER and have no clue as to what products you offer?????????? And she wasn't just playing dumb to try to talk me into a 2013. She was serious. How does this happen?????? Seriously?????????
They sell cars, not read car forums. They have the 2013s on the lot still, and want to sell you that car, not you to try to order a 2014 below invoice in a few weeks/months.
I saw a new '14 about a month ago driving around town. It had the black and white camo on the front and back. I had my WK2 in for an oil change 2 weeks ago. Asked the service tech about it and she looked at me like I was stupid. She then told it was a new '14 but wasn't suppose to tell anyone. Told her if no one is to know about it, then its kind of hard to keep it a secret when they are driving it around town. She said it had the Diesel engine, but didn't see much of the inside because they had it covered up.
I doubt if the internet sales manager has all that much sales experience. More than likely they put someone there to answer emails and get them in the door. I would guess most inquiries don't go very far and they just need a body to respond.
They know the 2014 is coming. They're playing dumb because they have the current stock they need to move now, and agreeing with you to wait for the 2014 simply doesnt help them in getting rid of the stock.
She put me on hold. She came back a few minuted later and said that I was, indeed, mistaken and she didn't know about any redesign and that the 2014 models would not be on the lots...
So she checked with her sales manager and he didn't know either?... !!! wow. ALL she had to do was Google "2014 Grand Cherokee" and she would have had all kinds of information. And probably has lost a sale.
Or just go to Jeep.com and see where it says the big reveal and new headlights. Really these people cant be that into their Jobs as someone else said. But I see them wanting to move current inventory as well, it just sucks that they weren't up front with you. The general public probably has no clue about the refresh (unless they have visited jeep.com) in the past couple of days LOL.Maybe Chrysler has told the dealers to keep hush hush for now? If that's the case you cant blame the dealer. Nor really can we blame Chrysler older stock must move to allow room for the new stock. Its the nature of the beast.
I basically told my salesman what options were available to me in the limited I ordered. He even said " you must have been researching this". I was like "uhhh it's on the jeep website don't you have to learn all this to be a salesman" ...
You know, if people would accept a short answer it would be fine to tell folks when the 14's are coming out. But nobody would say, thanks, see ya. Everybody wants more information and coming from the dealer it better be accurate.
Milous told us point blank that the Nav system will be Harmon Kardon, and I believe him. But if somebody, including the sales person, went to WK2Jeeps.com, they would see a page that was updated
January, 10th saying the navigation will be Garmin.
That's fine here. Seeing the changes is part of the fun. But when a customer who was told Garmin finds out it is not, what will they be telling everybody. Probably that the dealer either didn't know, or outright lied to them.
Things are in flux until it's finalized, and as we're seeing, that meens right up to the very end.
When I go in for service I usually cruise the sales floor to pass the time. I notice that the sales people are either standing around or are shooting the breeze with other sales people. If I was a sales manager I would have my people researching the product that they sell and go through mock sales to test thier knowledge of the product. This is pure poor managment on the dealers part and on Jeeps part for not requiring this of thier sales force. When I bought my JGC I knew more about the product than the salesman. The sad thing is he got the commission for knowing less than me.
I use to sell for Chrysler 20 years ago. Like any doctor, dentist, plumber, restuarant, realtor and yes car sales reps...some are great and some are terrible! I would makes some enquiries over the phone and if you don't feel that you talked with someone with product knowledge, call someone else until you feel that your satisfied. If you have given them your contact info and they are hounding you, just tell them you purchased another Jeep somewhere else. "I appreciate you calling" bla bla bla
That works for me and I use to be in sales!
When we were looking at the idea of buying a 2012 GC, we went to our local dealer and the sales rep gave us the whole "walk around" sales pitch. My wife gave me the WTF look, I just said to her "let him do his thing". I gave the sales rep my contact info and we left. He called a couple days later asking for our business. I informed him of what I could buy a new GC for and he couldn't come close to the price I had from another dealer. I said thanks for your time. I knew this local dealer wouldn't be able to come close but the dealer had the opportunity for the sale and we used it as a way to get a good look at a new Grand Cherokee. :thumbsup: Done Deal!
Honestly the way you worded it could sound like your expecting a new vehicle... Not just a mid cycle refresh. Like a MY10 to MY11 change not a MY07 to MY08 change. Once someone is on the wrong page I dont blame anyone else for being dragged into bad information. Instead of her going up asking for details on the changes to MY14 she goes up asking the wrong question such as "is there a new grand cherokee coming out"? With the obvious response of "no".
I typically know way more about the new car I'm driving/buying than the sales person. They are skilled in sales -- that's it. They normally know very little about the vehicle, and will make stuff up as they go along. The exception was when I bought my Jeep. He was very knowledgeable, and an enthusiast. When I was there, all other sales people would come to him for questions. He was the guru. That was a first, and will probably be the last.
I research vehicles before buying and don't really expect the salesman to know every little detail about the vehicle I want. An informed consumer should know what he wants before going into the dealer. I pulled up the KBB used car value of my vehicle on my cell phone while talking to the sales guy the last time I traded a car in and showed him what I wanted.
This isn't 1950 anymore, the internet knows more than the sales guy. And lets face it, a car salesman isn't really a top job that people are getting degrees for. Seems like the car salesman I know failed at other careers and now sell cars to get by.
You could help her out and send her some links. She might appreciate it, or not. I would say it's pretty rare to find anyone at a dealership that will know as much as you do about the automobile you're interested in purchasing. It's never happened to me, and I would say it much less common in the internet age.
I wouldn't send her any links. Let her continue to lose sales. My salesmen was incredibly informed and actually was "required" to spend an hour with me going over every single option. Helped me setup my bluetooth, showed me tricks and tips (flashlight in back, how to pull rear cubby hole out to manually open gas tank, etc.).
If anything, I'd contact the manager of the dealership and explain what happened. Not that I want anyone to lose their job, but come on... you are supposed to be an expert on your product. Why should you get to continue your job with no accountability?
Now......this girl is the internet sales MANAGER. I said MANAGER!!!!!!! How to you raise to the level of internet sales MANAGER and have no clue as to what products you offer?????????? And she wasn't just playing dumb to try to talk me into a 2013. She was serious. How does this happen?????? Seriously?????????
I realize you were on the phone with her, but one can't help but wonder if she's cute...
Never expect the sales people to be as informed as you are. Plus, i would expect their priority to be move product that is currently on the lot, not hype what's going to be replacing it.
My experience is that the greater majority of so called sales people have NO - NIL
Product knowledge and even less in customer service
They have great skills in staninding around smoking or moving cars arounthe the yard but thats about it.
When i purchased my MY13 Grand Cherokee the salesman had no idea
On delivery failed on all accounts
Did not try and bluetooth my phone for me
They the dealer salesman even lost the second key fob
the dealers are more intrested in selling you aftermarket add on's - Paint protection, window tinting, seat protection etc. most of which has 100 percent price increase on each product.
He had the money -theres your car thats it
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