THE POCKET
Guide to
CAR DEALERS
presented by
Contents
MEETING YOUR SALESPERSON
THE TEST DRIVE
NEGOTIATING PRICE & VALUE
DELIVERY & AFTER SALE CARE
ABOUT THE AUTHOR
Nick Maras has four years’ experience in the motoring industry, predominately with the Subaru brand. After three years working for Bartons as a Subaru Sales Consultant, he is often referred to as a nerd when it comes to Subaru. His main focus is customer satisfaction. This is backed by the high amount of positive feedback he receives from his customers face-to-face and on Google Reviews. Nick owns two Subaru’s, a 1979 Leone DL Wagon and a 2005 WRX STI which he races at Lakeside Park Queensland Raceway every once in a while. He has owned a 1999 WRX (first WRX released) and a 2001 Impreza prior to these.
MEETING YOUR SALESPERSON
When you meet the salesperson, you’ll either have your ‘very enthusiastic and positive’ professional or someone who couldn’t be bothered. First things first, whether we have had a bad day or not, we have to adjust our attitude and be positive for any opportunity. We can all fall into this trap every once in a while. It could be due to anything… sales, day’s pace, altercations, issues, home, really anything can play with your mind. This is our first hurdle. We aim to have a perfect attitude, otherwise the whole process can be put into jeopardy. In the short four years of my experience on the frontline, I’ve come across many types of people, buying habits and emotions. Some of our (now) customers dreaded coming to dealerships,
some people have had bad experiences in the past and some people that straight out don’t like us - people we haven’t even met before.
OUR PROFESSION IS NOT TO SELL VEHICLES OR ‘PUSH THEM INTO A CAR’ Whether that may be because of a particular dealership(s), past experience(s), ‘back in the day’ experience(s) or the fear of being ripped off. We’ve experienced it, we all have. Our profession is not to sell vehicles or ‘push them into a car’, but to assist with the decision of their second largest purchase/ attainment in their lives.
MEETING YOUR SALESPERSON
I KNOW WE ARE DIFFERENT. WE WORK DIFFERENTLY. WE WORK IN A WAY THAT PEOPLE LOVE OUR EXPERIENCE. WE WORK FOR THE CUSTOMER AND WE HAVE EVIDENCE OF IT. I have worked with Subaru for almost four years now. Why? It’s a fantastic brand. Ask any Subaru owner why they own it. I’ve owned four and I currently own two. A 1979 Subaru Leone DL Wagon and a 2005 WRX STi. You’ll find that the biggest compliment to me is feedback. Bad or good. One of my recent customers, Jonathan W, visited our dealership with his mother who was looking for a vehicle
for herself. He ended up purchasing a WRX for himself and I don’t think he has had anything negative to say. You’ll be able to find most of my satisfied customers on the ‘Bartons Bayside’ Facebook Page and on the ‘Subaru Wynnum’ Google Review Page.
THE TEST DRIVE
Test-drives are the best part of the process. It gives us an opportunity to engage with you (the customer), demonstrate our vehicle and provide a more ‘in-depth’ understanding as to why they’re just looking at our particular vehicle. Typically, we establish (if the customer hasn’t already) what they’re looking for, then we go for a drive. We demonstrate and explain the vehicle in-depth down at the Wynnum Rugby Club (no dealership vibes/ a little more calming). Throughout the test-drive we will also demonstrate what the vehicle can do (Subaru). Such as Eyesight, Subaru Vision Assist, X-Mode, AWD capabilities, Benefits of the Subaru Boxer Engine, Subaru’s Safety, even small things like showing the turning circle, hill starts, everyday things… below is our test-drive route for Subaru.
TEST-DRIVES ARE THE BEST PART OF THE PROCESS. IT GIVES US AN OPPORTUNITY TO ENGAGE WITH THE CUSTOMER.
THE BARTONS TEST DRIVE ROUTE
STOP START DRIVING HIGHWAY DRIVING SUBURBAN DRIVING
HILL START
TURNING CIRCLE
4X4 MODE
THE TEST DRIVE CHECKLIST
OVERALL PERFORMANCE Does the vehicle have enough ‘get up and go’? Does the vehicle have blind spots on the A, B or even C pillars? Do the driver safety aids work effectively? (ABS, Traction Control, Stability Control etc.) Are the brakes effective in stopping the vehicle quickly? Does the vehicle behave as you would expect while cornering? Does the vehicle react well in an ‘accident avoidance’ situation?
THE TEST DRIVE CHECKLIST
OVERALL COMFORT Are you comfortable in the driver/passenger seat(s)? Is there enough room for what you intend on using the vehicle for? Can you comfortably drive the vehicle and see what’s going on around you (without having to rely on assistive technologies)? Does it drive well in all conditions? (i.e Highway, City, Hills, Rain, etc.)
THE TEST DRIVE CHECKLIST
ON-GOING RUNNING COSTS The industry standard suggests that most people will finance their vehicle for 5 years. The younger generation (including myself) are more prone to change their vehicle every 3-5 years.
Can the vehicle be financed? (and for how long?) Does the manufacture offer Capped Price Servicing (CPS)? What is the manufacture warranty? Can you purchase extra manufacture warranty?
THE TEST DRIVE CHECKLIST
RESALE When you’re researchg, this is something to consider. Considering a manufacturer that has not flooded the market with their vehicles can potentially increase the resale of the vehicle.
Are the any products that can be applied (Genuine or Aftermarket) to protect the vehicle from ‘ageing’? (Tint, Paint Protection, etc.) Are there accessories that future buyers might value? (Carpet Mats, Cargo Tray, Resin, Towbar etc.)
THE TEST DRIVE CHECKLIST
SAFETY Your second largest purchase may indeed save your life. Why put a price on your own or someone else’s life? Believe it or not, there are still some vehicles that do not surpass a 3 out of 5 on the ANCAP rating.
Does the vehicle have a high ANCAP Safety rating? Does the vehicle have any assistive or preventative crash technology? Are the tyres on the vehicle reputable? Will the occupants be protected if the vehicle is hit from the side, front or rear? Is the safety reputation of that manufacture/model sufficient?
NEGOTIATING PRICE & VALUE We price all of our vehicles online aggressively. Our dealerships position allows us to cater for all of Queensland and most of NSW (now). Most of our customers do their shopping online and tend to find the most appealing deals prior to going into a/our dealership. We will always work for our customer’s best interest and try and achieve their anticipated figure(s). Whether that may be Trade-in valuations, the new vehicle price, the final changeover figure or even the finance option(s). We will ultimately try and achieve figures our customers are happy with. We have on-site Business Managers whose profession is knowing everything about Finance and Insurance in today’s market. In a competitive world, most of the time the Manufactures/Dealership Finance could end up saving a few dollars in the long run. “Banks loan money to make money, we loan money to help us sell vehicles”. Customers who have also considered Novated Lease or Salary Sacrifice tend to also speak to a Business Manager to see whether it will benefit them.
MOST OF OUR CUSTOMERS DO THEIR SHOPPING ONLINE AND TEND TO FIND THE MOST APPEALING DEALS PRIOR TO GOING INTO A/OUR DEALERSHIP.
NEGOTIATING PRICE & VALUE
THE SERVICE DEPARTMENT LOOKS AFTER ALMOST 150 VEHICLES A DAY. Bartons also have on-site Service Centres and Parts Warehouse which look after all of our Major Brands and our Used Car department. The service department look after almost 150 vehicles a day and the parts department assist them as well as new and old customers, in chasing parts and accessories. This includes Subaru, Hyundai, Holden and Mitsubishi.
DELIVERY & AFTER SALE CARE
We ultimately try to have a three day turn-around from when we have agreed to the purchase to receiving the new vehicle. There may be a slight delay depending on basic things such as finance and whether the vehicle is in-stock. We do experience longer delays that come from 3rd party involvements, unfortunately we cannot prevent and restricts our ability to deliver the vehicle. Once all the lights are green, we can arrange a delivery date. The collection/delivery usually takes anywhere between half an hour and an hour and a half depending on the involvements explained before. We will always go through the vehicle and make the purchaser comfortable on the use of their new purchase.
ABOUT BARTONS
Bartons Bayside has been servicing the residents of Wynnum, Manly and the Redlands for over 70 years. What began as a small workshop has become one of the largest family owned dealerships in Queensland. Led by Mark Beitz and Doug Barton, we are proud to service Hyundai, Mitsubishi, Holden and Subaru enthusiasts alike. Our Brisbane car dealerships are more than just dealerships. Not only do we sell new and used cars, but we also offer servicing and parts replacement and have various car care services, making us the ultimate one-stop-shop.
WYNNUM 200 - 218 Tingal Rd Wynnum, QLD 4178 (07) 3358 9722
CAPALABA 115 Redland Bay Rd Capalaba, QLD 4157 (07) 3358 9720
WWW.BARTONS.NET.AU