One particular experience that sticks in my mind, from my car yard days, was a particular encounter with a young lady. Amusingly enough, I never encountered her in person, only over the phone.
In this yard, we had a hotline phone, so for our online and paper adverts, the number that was dialed would come through to the hotline phone that sat on a lecturn with some notepads, separate from the our desks. The rule was to take turns in answering calls that came through. If a caller enquired about an advertised vehicle, it was the responsibility of the salesperson answering the call to set an appointment, and to make sure that the caller asked for them by name so they could continue the sale.
On this occassion, the lady who called had seen an advert for a Chrysler Sebring convertible that she liked, but it turned out she had already been into the yard, and found out that the car was not available due to some mechanical issues that were being fixed. She had called through to the hotline to see if any other options were available. It seemed odd that the sales staff from that side of the yard (the Chryslers were handle by a different division) hadn't taken care of her properly, but I was happy at any opportunity presented.
Now this lady was interesting. She was a fairly high powered HR executive, and had recently bought a Holden Captiva SUV brand new. It had been a great deal at the time, but now, 6 months later, she just wanted to have the feel of the wind in her hair, and hence a convertible was now what she wanted. Knowing what Holden Captivas really were (re-badged models from when GM had bought out failing Korean car maker Daewoo), I also suspected there may have been other reasons she wanted out of that car.
Anyway, digging through the stock, I mentioned to the lady that we didn't have anymore Sebring convertibles available, however we had a nifty Astra convertible available at one of our other yards and that I could bring it down for her to look at. She seemed pretty sweet on the idea, so I was going to call her back when I found out when I could get it there.
Many car yards are actually part of a chain, and not in the sense of "all Toyota yards are owned by Toyota", but more along the lines of a company that owns several yards of different manufacturers spread across town, and mixed with new and used vehicles. Even though all the yards are part of the same company behind the scenes, they are all still competitors in a tough business, so it can be hard to convince another yard to pass a car from their stock to us, as it means we found a buyer and the sale will be recorded to us, instead of them. This all means that it takes time and some effort to get a vehicle from a sister yard.
It was the next day when I was able to call back my customer, and it turned out that she was rather enterprising, as befitting of her executive background. She'd dug around online, found the yard that actually had this car, and had been there to look it over.
Now I don't know how her conversation with the sales staff there went, but as she told it to me, they were rude, not very understanding, wouldn't let her test drive the car, and also wouldn't tell her how low they'd go on the car.
It seemed odd to me that these sales staff would treat a customer so poorly, but their loss was going to make an even better opportunity for me. So looking to work a silver tongue, I sought to sooth her frustrations and assure her that she would be treated as a queen at our yard. Now, still on the phone, she enquired as to what ballpark she'd be looking at if she traded in her Captiva for the Astra. She didn't want to come in, she wanted that answer now.
Over the phone she told me all the details of her car, Holden Captiva LX auto 5 seater and just under 10,000km. The car was basically new. But this was where things got interesting. Relaying the information to the yard manager, I got a shock with what he was prepared to offer. The car was a 2009 model, even though it'd been bought in 2010, and she'd gotten it during the first round of sales prior to the next model of the Captiva that was coming out as the true 2010 model. Her car, in 6 months, had dropped $9,000 dollars just because Holden yards were dumping these things to make way for the new model.
The switch from pleasant and curious to the venom and fury this lady now expressed at this news, was not something I can adequately describe, but it also made me think that perhaps there was more to the story of what happened between her and the staff at the other yard. It just conjured images of the White Witch.
Needless to say, I did not sell a Holden Astra that day.