Dealing with Punks

Punks Suck

I have to tell you a story about last Saturday.  I had waited nearly half the day to get an up, I did not want to wait that long, but there just wasn't a lot of business.  So when I got paged to the receptionist for a customer, I went up and introduced myself to a customer I had been talking to on the internet.  The guy seemed very nice, and young. 

The guy was 22 or 23 and had his girlfriend in tow.  Young "Punks" like to bring their girlfriends or friends to the dealership so that they can show their "woman" how tough and smart they are. The guy wanted to look at a 2006 Grand Prix GT that we had on the lot.  In the emails we exchanged he was very nice (obviously his girlfriend was not standing over his shoulder) so I did not immediately suspect that he was a "Punk".

I sat him down and we talked about the car, there was not going to be a trade-in, so that was all there was to discuss. I verified his information and got the keys so I could pull up the car.  I showed them the vehicle and then sent them on a test drive.  He was still being a really nice guy and his girlfriend was just quiet.

When he got back from the test drive, he tells me "Wow, I love the car, if you can get me in the car for $300 a month, I'll take it."  So I am excited, I have a commitment from the customer, if he has decent credit we should be able to get to the $300 a month.  I ask him to fill out a credit application and he does. I talk to Mullethead (my desk manager) we are going to have to discount the car a little to get to the guys payment, but we agree it is a deal, if the credit is decent. Turns out the kid has excellent credit, a surprise for a kid that young, but he doesn't have a lot of credit and no previous car credit.  Next, I talk to Beamer (the finance Director) and he says that he can get it done, but we are going to have to discount the car more than Mullethead and I thought.  So back to Mullethead, he says okay to the deal.

Now back to the customer, but first lets review.
* I have talked to the Punk for almost a week through email about this particular car.
* We have previously discussed the price of the vehicle, to which he agreed.
* The Punk has never had a car loan before.
* The Punk agreed to buy the car if we get it to his payment, with no cash down.
* We are going to have to sell him the car for less than the price we had agreed on to get to his payment, but are willing to do this.
* All systems are go.

So, I tell the Punk, congratulations we can get the deal done for you.  I will get the car cleaned up and we can do paperwork.  NOW Enter the "Punk" Persona - "Well how long is that loan for? What price are you selling me the car for?"  I inform him that we have to sell him the car for less than we had agreed on, and the loan is going to be for 60 months, as we had previously discussed.

Punk - "No, that is not going to work, I need the loan for 48 months at $275"
Me - "But that is not what we agreed to"
Punk - "I don't care that is what I need" (smiles at girlfriend)
Me - "Why didn't you tell me that before" (feeling stupid - remember the rule 'Buyer are Liars')
Punk - "I just worked out my budget"
Me - "Despite the fact that we had been talking for a week?"
Punk - "I won't do it unless you get to $275 for 48 months"
Me - "Let me see what I can do" (Must get away from Punk)
Punk - (giggles with girlfriend as I walk away)
Me - (Fury building)

So now I have to go talk to Mullethead and tell him that Punk has 'backed up' on his commitment.  Not relishing this conversation, I run back to Beamer, despite knowing the answer, that we cannot do what the customer wants, just to make sure.  Beamer blows a gasket for having his time wasted (this is practice for Mullethead). Having taken my beating and the repeated "why didn't you know this?".

I then return to the desk to explain to Mullethead what is going on.  As predicted I am called a flury of names that I cannot retype, (some of which I cannot even spell). We go back and forth with Punk a few times, trying to re-close him.  Punk will not explain how he got to his new decision but is firm.  He will not move to a different vehicle, and will not budge on the payment or term. Finally, over an hour later Mullethead blows a gasket and he tells me to tell the Punk to get the F*** out.

I have now been working with Punk and the girlfriend for over 2 hours on a Saturday, the day we make money. Mullethead has blown his gasket. I have been cussed out by both Mullethead and Beamer, and I am furious with the Punk. So one last shot:

Punk - "So you got it done for me" (smiles at girlfriend)
Me - "No, we cannot get to your numbers, simple math would to tell you that" (getting mad)
Punk - "That is what I need" (smiles at me)
Me - "I told you in the email, on the phone and here today what the price was, we are going to sell you the car for less than that, but cannot get to $275 a month for 48 months" (madder)
Punk - "Well I want to buy this car and that is what it is going to take and I am sure you can do it" (winks at girlfriend)
Me - "No we can't get there, but we might be able to get you to $280 for 60) (face turning red)
Punk - "You just go talk to your manager again and get it done" (chuckling)
Me - "He told me not to come back and talk to him about this deal" (furious, who does Punk think he is)
Punk - "What, that's your job" (feeling superior)
Me - "So let me ask you a question. I can't do it, but let's say I go talk to the manager and he agrees to do the deal.  When I come back are you going to do the deal or are you going to once again change your mind and say $250 for 48 months" (On the Edge, don't push me Punk)
Punk - "I don't know, I might (winks and girlfriend, and smiles slightly) After all it is a buyers Market"
ME - BOOM - I have lost it - "Get the F*** out of here, you F***ing Punk"
Punk - "What?" (shocked)
Me - "It isn't that much of a buyers market, and I am tired of your S***, get the F*** Out"
Punk - "You can't talk to me like that"
Me - "My Manager told me to tell you to get the F*** out and I just did, so get out"
Punk - "But I want to buy the car"
Me - "We aren't going to sell you the car, get out"
Punk - "How dare you talk to me like that!"
Me - "F*** You! I make my money selling cars and you have been here for almost 3 hours Jerking me off, on a Saturday, the day I make most of my money.  I have a wife and 3 kids to feed, and don't get paid unless I sell a car.  I do not have any more time for your S***" (I walk away)
Punk - (Stormms out)

I am feeling very guilty, I have never talked to a customer like that before, but I just lost it on the smug piece of Pond Scum.  I quickly call Mullethead and tell him I told the kid what you told me to tell him.  To my surprise he says good.  I remind him that he has to back me up.  He hangs up the phone.

About 10 minutes later I am at the sales desk working with another customer. Mullethead's phone rings, I hear him say "Let me talk to him......Hi this is Mullethead...No...I did not tell him to say that...I am sorry he said that, I will talk to him....What I told him to say was get the F*** out and do not ever come in to our store again...I hope I am clear!.....'Click'"

Go Mullethead!

Comments

[ADAM]

GOOD!! YOU HAVE A VERY GOOD MANAGER!! & YOU ARE GREAT SALESMAN!!
KEEP YOUR GROUND! I READ THAT FOR LIKE 30 min. WAY TO GOO!!!

[Fernanda]

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