By the time I've made an appointment at any dealership, I've pretty much settled on what I'm interested in test driving, and have eliminated, most, if not all of the competition, based on make/model specs, car reviews, dealer reviews, etc. I don't like to waste anyone's time any more than I like to have mine wasted.
Paul Glanzmann is absolutely the best. I initially went in for a test drive of one model, which was a very nice car. But, while I was there, another model really caught my eye, and Paul indulged me with a second test drive the same evening of that model. I ended up purchasing the showroom one that caught my eye, because the test drive one handled just like my beloved, but aging trade-in.
There were no hassles regarding the test drives, trade-in, payment, or taking delivery. Paul spent perhaps a little more time than was necessary with me running through all my car's features, but I appreciate knowing they're there if I decide to customize them in the future.
I cannot comment on the service depatment yet, since I only took delivery last week.
Kudos to both Paul Glanzmann, and Keystone Volvo for a wonderful experience.