My family and I had the most mortifyingly unpleasant experience at this dealership yesterday. Over the course of two days, we were there looking at our options and trying to get clarity on what we could potentially walk away with with all things considered. The first day went smoothly, but day two was one for the books.
When Hugh, our primary sales person, could not get us to agree to the terms, he then brings along “Robert” as the second closer who would absolutely NOT take our "no" for an answer, and began good old-fashioned strong arm sales tactics. When my dad explained that their numbers weren’t going to work for us at this time, Robert became very combative and started asking us intrusive questions as to why we wouldn’t agree to their terms. He tried to pull additional information out of us that wasn't his business by any stretch of the imagination, and it became quite clear that his sole ambition was not to actually help us, but to try to close the sale by any means necessary. If it wasn’t bad enough that he was condescendingly explaining the numbers to my dad as if he was 5 years old (because evidently that’s how he viewed my dad), we felt like we were being held hostage until we gave him an explanation for our personal financial decisions! Let’s be very clear: we DO NOT owe him, or any other employee at Nissan, an explanation for not driving off the lot in their proposed vehicle, approval or no approval.
My dad is the most even-tempered person on this planet, and for him to be driven to the point where he demanded to speak with the general manager shows that there is something seriously wrong with how business is being conducted at this dealership. Sometimes “no” means just that, and we should have felt free to leave without his aggressive and pushy questioning. We’re not stupid; we know that you guys have a job to do which is to overcome any objections in an effort to drive the sale to a close. Well there is a right way to do this, and a completely wrong way, and Robert missed the mark entirely. To make matters worse, we later learned that he is a NEW EMPLOYEE! He is a very poor addition to your team, because our outlook on this dealership changed drastically from day 1 to our encounter with him on day 2. Is this seriously how he conducts himself after this short of a tenure at this dealership? Even had he succeeded at pushing us to accept the terms, we still would not have felt like valued customers and that the sale was a true and honest close.
I want to clarify that this issue has nothing to do with the numbers not working for us at this time, but everything to do with HOW WE WERE TREATED as a result. We demand an apology immediately, and we will be letting everyone know to never do business with this dealership.
(This is a side note, but our primary sales person Hugh, while a nice guy, was very socially awkward. My dad, the potential customer, had to drive a large majority of the conversations while we were there. The test drives, for example, were mostly dead silent. No important or interesting facts about the vehicle (without us having to ask), no engaging conversation with us to better understand us and our needs as the potential buyer, etc. I’m not sure if he’s generally a shy person, but it was a bit uncomfortable at times. Even after the confrontation with Robert, Hugh remained awkward, didn’t say much, and didn’t even offer an apology for his colleague’s conduct. Maybe training could be in order for him, too.)