If you’ve ever bought a car from an auto dealership, this story might ring true for you.
After weeks of test driving, researching and debating prices, I finally settled on the exact car to buy. I felt relieved to make this decision and couldn’t wait to drive my new ride home.
But there was just one thing left to do: meet with the dealership’s “finance guy” to finalize everything. What should have been a quick and painless interaction with a dealership employee turned out to be uncomfortable and frustrating. The employee was extremely pushy, attempting to use scare tactics to sell me additional warranties and insurance. I politely declined these numerous times, only to have my repeated “no, thanks” ignored and refuted with condescending comments. After begging over and over to simply sign my paperwork so I could leave, I managed to extract myself from this employee’s grip, feeling exhausted, annoyed and disrespected to the point where I wondered why I was buying a car from these people in the first place. I was no longer excited and just wanted to leave and never come back. Not exactly a fairy tale ending to my car-buying experience.
I’m not alone in feeling this way; one customer in Forrester’s CX Index Consumer Perspective Online Community says of her car-buying experience…
To read the entire article please continue to https://www.forbes.com/sites/forrester/2017/06/08/congrats-on-your-new-car-but-before-you-go/#159fc3a8235f