Memo to Ford: Train Your Dealer Reps

[DrJay32]

In one of my multriple conversations with my local Ford reps yesterday, it became painfully obvious that they have no clue about their own products, other than the fact that MMEs are scarce and incredibly popular.

Me: I’m only interested in an AWD Mach-e
Rep: “Well, they don’t come in any other configuration.”
Me: Um…yes, they come in RWD too
Rep: ”Really?”

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[machefan]

In one of my multriple conversations with my local Ford reps yesterday, it became painfully obvious that they have no clue about their own products, other than the fact that MMEs are scarce and incredibly popular.

Me: I’m only interested in an AWD Mach-e
Rep: “Well, they don’t come in any other configuration.”
Me: Um…yes, they come in RWD too
Rep: ”Really?”

Looks like you ordered in Oct. or earlier, so congrats and welcome. The Forum exists for this very reason as self education is key these days!

Were you just trolling them?

- Most Ford sales people are clueless on many of the products Ford sells.
- Finance can be clueless when it comes time to use Ford Options or play games.
- The ADM game is alive and kicking, fears of not honoring MSRP, must pickup right away or lose to another buyer waiting the wings.
- Service is hit or miss for FORD and EV's depending on the dealer.

I could go on, but I don't care because I love the car and forgot all about the dealer the day it left the lot.

 

[DrJay32]

In an ideal world, I’d never set foot at the dealership other than to take delivery of a vehicle.
When I bought my 2006 Mercury Mariner Hybrid, the dealer rep kept saying “Hy-BIRD.” ?

 

[RickMachE]

1) This is a dealer-issue, not a Ford issue.

2) This is not new to the Mach-E. Very often salespeople are more knowledgeable in vehicles they sell a lot of. Some choose to stay uneducated on everything. Foot traffic came in, they focused on learning the aspects of the top sellers focused on what consumers want to know.

3) I don't work in a dealership, but salespeople get paid when a car is delivered. Imagine a job where you make a sale in January, and then you don't get paid until October, or November. That's assuming the a-hole customer (you) doesn't decide to buy a car off the lot and they don't get any commission because they didn't make that sale (or its at another dealership), and then you don't take your order and some other schmuck in the dealership sells it.

Note - I realize you did at least part of #3. I'm not calling you an a-hole. I'm looking at it from the salesperson's perspective at not getting paid on a sale that they thought they'd get 10 months later.

 

[DrJay32]

1) This is a dealer-issue, not a Ford issue.

2) This is not new to the Mach-E. Very often salespeople are more knowledgeable in vehicles they sell a lot of. Some choose to stay uneducated on everything. Foot traffic came in, they focused on learning the aspects of the top sellers focused on what consumers want to know.

3) I don't work in a dealership, but salespeople get paid when a car is delivered. Imagine a job where you make a sale in January, and then you don't get paid until October, or November. That's assuming the a-hole customer (you) doesn't decide to buy a car off the lot and they don't get any commission because they didn't make that sale (or its at another dealership), and then you don't take your order and some other schmuck in the dealership sells it.

Note - I realize you did at least part of #3. I'm not calling you an a-hole. I'm looking at it from the salesperson's perspective at not getting paid on a sale that they thought they'd get 10 months later.

FWIW the FIRST thing I did was call my personal dealer rep on his cell to tell him what I was considering, and whether he could help me locate a vehicle that was either in-stock or in transit. His response was “I’m out of the office for the next month, but I’ll pass your info along to my manager.” Did anyone from the dealership reach out to me? Nope. The only time I ever got contacted by the rep was in December; they had a Premium AWD coming in, but it was priced with a massive ADM, so I passed on it.

Furthermore, it’s not like I asked the dealer rep where the tow points were on a Mach-e. I simply commented that I wanted AWD, and they showed complete ignorance as to the available configurations of their own product.

Lastly, if I were a Ford rep, I’d be pissed at Ford for not delivering vehicles on anything remotely resembling the time frame quoted at the time of order, which is what is causing people like myself to shop around.

 

[RickMachE]

FWIW the FIRST thing I did was call my personal dealer rep on his cell to tell him what I was considering, and whether he could help me locate a vehicle that was either in-stock or in transit. His response was “I’m out of the office for the next month, but I’ll pass your info along to my manager.” Did anyone from the dealership reach out to me? Nope. The only time I ever got contacted by the rep was in December; they had a Premium AWD coming in, but it was priced with a massive ADM, so I passed on it.

Furthermore, it’s not like I asked the dealer rep where the tow points were on a Mach-e. I simply commented that I wanted AWD, and they showed complete ignorance as to the available configurations of their own product.

Lastly, if I were a Ford rep, I’d be pissed at Ford for not delivering vehicles on anything remotely resembling the time frame quoted at the time of order, which is what is causing people like myself to shop around.

I hear you.

My salesperson retired. I happened to call on his last day to say I was interested in a PHEV (2018), and he told me and said that a young woman was taking over his accounts. I reached out to her, and she was the antithesis of him. Pushy vs. laid back, uninformed vs. informed, didn't listen vs. listened. I was done with that very quickly. Note - not long after, she left that dealership, went to another, and had the audacity to send me an email inviting me to follow her...

Dealership #2 - my son was driving his grandfather's car (hand-me-down) when it died. Got it towed to closest dealer, bad starter. A few days later, driving in a downpour, headed to get grandparents and then go to hospital to see dying relative before they passed, car died. Dealership #2 responded, dispatched tow and brought a free loaner to us, handed us the keys and said "Go, go". We did. I called and thanked them profusely afterwards, and promised them future business. So, when I was done with dealership #1, I contacted the GM and reminded him of my promise. He gave me to Fred, the rep who doesn't want business. I told him what I wanted, and he said "our allotment is used up". I tried to get Fred to respond more, like look for a dealer trade. Nope.

I moved my business to dealership #3. I deal with the GM. He got our 2018 from a dealer several states away in a trade. He let me buy a cancelled order off the lot for A-Plan, and kept my car on order too.

You have to want to be good in sales.

 

[Jimrpa]

At the launch of the Mustang Mach E, ford actually went through a pretty extensive dealer familiarization and training program. It was challenging because it was virtual and dealers didn’t have any cars to actually see. People’s experience boils down to the individual salesperson. If your salesperson isn’t right for you, have a conversation with the Sales Manager, or find another dealership.

 

[Logal727]

At the launch of the Mustang Mach E, ford actually went through a pretty extensive dealer familiarization and training program. It was challenging because it was virtual and dealers didn’t have any cars to actually see. People’s experience boils down to the individual salesperson. If your salesperson isn’t right for you, have a conversation with the Sales Manager, or find another dealership.

And these things are all voluntary, make it mandatory to sell the thing

 

[WNKent]

In one of my multriple conversations with my local Ford reps yesterday, it became painfully obvious that they have no clue about their own products, other than the fact that MMEs are scarce and incredibly popular.

Me: I’m only interested in an AWD Mach-e
Rep: “Well, they don’t come in any other configuration.”
Me: Um…yes, they come in RWD too
Rep: ”Really?”

Yup, they're just riffing.

In one of my multriple conversations with my local Ford reps yesterday, it became painfully obvious that they have no clue about their own products, other than the fact that MMEs are scarce and incredibly popular.

Me: I’m only interested in an AWD Mach-e
Rep: “Well, they don’t come in any other configuration.”
Me: Um…yes, they come in RWD too
Rep: ”Really?”

Yup, they're just riffing; it's really embarrassing.

 

[DrJay32]

Funny corollary:
Same rep just called me to see if I wanted to check out (wait for it…) a RWD Select that they just got onto the lot. Needless to say, I figured I’d take it for a test drive.

 

[Polar]

?????

thanks for the laugh!

my Leaf -2013 - first EV the saleman had ever sold

my MachE - 2021 - first EV the saleman had ever sold

my C40 - 2022 - first EV the salesman had ever sold

 

[hawkeye3point1]

As the exception that proves the rule, the Ford Dealer where I purchased, had hired a highly trained EV Sales Associate from BMW Boston, in prep. for MME/Lightning business. This being my second EV, it made my MME purchase experience seamless, as he had a quick answer to every question.

 

[Phil-Springs]

Funny corollary:
Same rep just called me to see if I wanted to check out (wait for it…) a RWD Select that they just got onto the lot. Needless to say, I figured I’d take it for a test drive.

I treat my sales reps (yep i expanded to the order specialist as well) the same. I give them first opportunity to help me find one on the lot. It is how I got a call and test drove that GTPE while they were still in-processing it. Very fun, car sells itself. Just couldn't pull the trigger for the price, which was sort of quoted at MSRP with Ford Options if i put money down. It was also the last couple days of the month.

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