This is in response to Ms. [redacted]'s complaint regarding the pricing of the Highlander that she purchased on or about 07/25/2014.
There seemed to be a breakdown of communication between the customer and the sales manager that was negotiating the deal. After looking at the file and the sheet...
on which the deal was negotiated, it seems that the only figures that were discussed were selling price, and the bottom line figure. It appears that the customer signed at the agreed upon bottom line figure when she purchased the car. Further, the customer was given a line by line breakdown of the price of the car, tax, title, and all dealer fees. She signed the bill of sale indicating that she was in agreement with all of these costs, including the selling price of $25000.
I don't know exactly what happened. I think that during a negotiation, a customer offers up a number that they want to buy the car for. The salesperson (or manager, in this case) asks the customer to buy the car if they can achieve that number. The customer ultimately agrees to that, but it doesn't necessarily mean that the salesperson is accepting the deal...just that they will take it to management for approval. Sometimes, we are able to accept the customer's offer, and sometimes we have to respectfully reject the customer's offer and at times, offer a counteroffer. It doesn't look like the sales manager agreed to the customer's offer, but it certainly looks like the customer was under the impression that he did.
At the end of the day, we here at Andy Mohr Avon Nissan strive to do business in an ethically sound manner. We do our best to explain the numbers to the customer, and ultimately it is up to the customer to either accept the figures that we offer or decline them. In this case, the customer thought they were accepting the deal they had proposed. Perhaps, we could have been clearer with explaining these numbers. Again, we give every customer a printed out line by line breakdown of the numbers and require the customer to sign on those figures signalling their approval of these figures. We do this so this to prevent any verbal offers or misunderstandings between the customer and us.
With that all said, we want to make Ms. [redacted] happy. In the interest of customer service, we are willing to reimburse Ms. [redacted] $300 for the verbal misunderstanding. We hope that Ms. [redacted] is happy with this resolution.
If you have any questions, or require any more information, please don't hesitate to contact me.
Respectfully,
This is in response to Ms. [redacted]'s complaint regarding the pricing of the Highlander that she purchased on or about 07/25/2014.
There seemed to be a breakdown of communication between the customer and the sales manager that was negotiating the deal. After looking at the file and the sheet...
on which the deal was negotiated, it seems that the only figures that were discussed were selling price, and the bottom line figure. It appears that the customer signed at the agreed upon bottom line figure when she purchased the car. Further, the customer was given a line by line breakdown of the price of the car, tax, title, and all dealer fees. She signed the bill of sale indicating that she was in agreement with all of these costs, including the selling price of $25000.
I don't know exactly what happened. I think that during a negotiation, a customer offers up a number that they want to buy the car for. The salesperson (or manager, in this case) asks the customer to buy the car if they can achieve that number. The customer ultimately agrees to that, but it doesn't necessarily mean that the salesperson is accepting the deal...just that they will take it to management for approval. Sometimes, we are able to accept the customer's offer, and sometimes we have to respectfully reject the customer's offer and at times, offer a counteroffer. It doesn't look like the sales manager agreed to the customer's offer, but it certainly looks like the customer was under the impression that he did.
At the end of the day, we here at Andy Mohr Avon Nissan strive to do business in an ethically sound manner. We do our best to explain the numbers to the customer, and ultimately it is up to the customer to either accept the figures that we offer or decline them. In this case, the customer thought they were accepting the deal they had proposed. Perhaps, we could have been clearer with explaining these numbers. Again, we give every customer a printed out line by line breakdown of the numbers and require the customer to sign on those figures signalling their approval of these figures. We do this so this to prevent any verbal offers or misunderstandings between the customer and us.
With that all said, we want to make Ms. [redacted] happy. In the interest of customer service, we are willing to reimburse Ms. [redacted] $300 for the verbal misunderstanding. We hope that Ms. [redacted] is happy with this resolution.
If you have any questions, or require any more information, please don't hesitate to contact me.
Respectfully,
[redacted]Andy Mohr Avon Nissan
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