JCT181-- I used to be in commercial real estate sales for the last few years and just called it quits earlier this year to start my own business.
I think car sales trains THE BEST salespeople. Although it is also a breeding ground for lowlifes-- as your managers attitude might suggest, that type of behavior is not "good" as most would say.
However-- I'm a good devil's advocate if you will. People are inherently wishy washy, flakey, and it's difficult for them to make up their mind. Often times you are actually doing them a favor by being so called "pushy." They came there to buy a car right? not waste your time.
I don't like the coldhearted sales tactics, but if you otherwise told your salespeople to NOT be aggressive, you'd lose all the business to your competitor, that's the cold hard truth. At the end of the day, you are marketing a commodity. For price conscious consumers who will drive 100 miles just to save a dollar, you've got to use some emotional tactics to get them to buy from YOU. You can use humor, aggression, guilt, whatever. It's all an emotional game when you're dealing with sales (that's why I couldn't take it anymore after a few years, I felt like I had lost my soul).
Now-- how can you be successful without violating your ethics and without getting fired? that's a different question. but what I do know is that managers value RESULTS over anything... and that THEIR way is NOT the best way to gain loyal clients and referrals.
Let them go home and think about it-- and suggest it, and mean it.
Tell them to go home and review their options. And tell them to visit all the other dealerships, but also tell them to pay attention to how they're treated. Tell them how you know they can take their business anywhere, but you feel that your dealership and you yourself can give them the best service and won't treat them like a dollar sign.
LISTEN to them, their concerns, build rapport with your client, and if you do not think you can build rapport, refer that client to your coworker, I think they have a term for sharing clients that way.
People just want someone who listens and understands. Repeat what they've said to you and make honest suggestion.
If someone asks for the top of the line model, suggest a model with fewer options-- ask them if they really NEED all those fancy expensive gadgets. If you actually care about your client this will show through in your spoken and body language.
They will reward you with their loyalty and referrals.
Dealerships teach you defense, while I preach a good offense!
Also-- you can't beat work ethic.
I've hired recently a previous top producing salesperson. This lady was the most unassuming person you'd meet. Not all that attractive, some might even say hideous, an asian lady with slumpy shoulders and seeminly low self confidence.
However she became the top producing salesperson for many years straight at a prominent southern california car dealership. She's an amazing salesperson with rock solid cold-calling skills... this is due to her ability to connect and empathize with other people within a few seconds.
Her work ethic is also amazing. You can sense the passion in her-- when it's raining, she will stand outside in the rain and wait for customers. She would skip lunch and eat while standing on the lot (they had the system first come first serve style, where if you saw the client first he's yours). Her coworkers hated her but she became #1 salesperson through sheer willpower and treating her customers with care instead of aggression.
I peppered her with a bunch of questions because it's not every day you come across the top producing salesperson who still HAS their ethics intact.
If you have any specific questions for her I'd be happy to answer them for ya! she's got a ton more great tips...
most of them they'll teach you at the dealership, but her best tips were counter-intuitive... like the one where I mentioned above-- TELL them to go home and think about it... insist upon this. It will garner trust.