Just came across this post on Seth Godin’s blog, about an (attempted) car-buying experience he had not long ago.
The money quote:
…it’s obvious that a great salesperson is going to sell far, far more than a good one. That’s because it’s not a linear scale. The great ones reach out. They work the phones when they’re not first in line. They understand what a customer wants. They’re not just better than good. They’re playing a totally different game.
His take on how to improve things (fire half the sales force!) is pretty interesting…
PLUS – here’s a quick post on how a Toyota executive outlined the problem of shoddy customer service at dealerships. I love this quote:
One consumer, responding to a survey of car buying, said she’d rather attend a funeral than do business at a dealership.