On the FC Blogs, after reading Innovation: Lessons From a Car Shopping Experience, I had made a long comment. Longer than some of my own blog posts, so I thought of posting the same comment here too.
My comment was "Pushing a customer to alternatives of the product which the customer is looking for is definitely not going to help. In fact it will have a negative impact even if the dealer is suggesting a superior product at whatever price.
But, I think there is a finer line between insisting and suggesting. Suggesting is not a bad thing if properly dealt with.
In today's world with internet though most of the customers come with as much knowledge of the car as the sales representative at the dealer, still there are customer's who are not exactly sure what they are looking for. They have plain aspirations and that is where suggestive approach can help.
Again there has to be a strong restrain from making that suggestive approach into an insistence.
In this case you as a customer had very clear priorities and understanding, where the best a dealer could have done was answer all your questions and be obliged to meet your requests.
But, an attitude of suggesting superior product, lower prices, alternatives should have been the approach only after understanding what the customer is looking for i.e. after getting to understand a little more about the customer."
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