My wife and I came in wanting to look at two Certified Pre-Owned Audis I found on their website. We felt immediately at ease talking with David. He normally deals with new cars, not the pre-owned, but instead of handing me off to someone else he went ahead and helped us get things moving. He quickly provided a valid reason why the more expensive of the two would not be right for me and we ruled it out. Seriously. In an industry where upselling is the norm, right off the bat he shows he's more interested in providing the right car. He did provide information about the pros and cons of a new car and a lease instead of straight purchase of CPO. Was worth considering but we opted to stick with the original plan and it didn't come up again.
While waiting for the car to be brought around we chatted like we went to high school together. Easy rapport, no pressure.
After the test drive he coordinated with Jon and another (who I'm afraid I'm flaking on his name right now) to get everything put together and give us all the details on optional components like additional warranty. Once again, the team did not push, they informed.