dgpcolorado wrote:This is just silly. I'd be concerned if Tesla DIDN'T come in last in a dealership sales study. If Tesla used dealership-style sales tactics at their stores, that would be a problem.
I disagree. To me, this is the relevant paragraph:
According to the study, Audi salespeople were most likely on average to ask customers questions to determine how a vehicle would be used, then helping them out pick a particular model. Additionally, Audi’s salespeople are also most likely to provide a “walkaround demonstration” that showcases vehicle benefits and features to customers directly, helping said customers to distinguish particular models within the brand and the competition. German car company dealership salespeople are also more likely to ask follow-up questions, helping better understand their customers’ needs<snip>
The bolded areas are exactly the ones that have the least to do with the typical car dealership sales experience, and the ones that provide the greatest value to the customer. They are the things I did when I used to sell AE equipment. Even though I was working on straight commission, I never acted or thought of myself as a 'Salesman', trying to upsell a customer on things they didn't need. I thought of myself as a customer service rep, trying to give them the information they needed that would help them choose the best possible options that fit their needs at the lowest possible cost to them, not what I was trying to move at any given time that would make me the most profit.
Tesla's customer service model is supposed to be the same, i.e. no high-pressure sales tactics, just providing the customer with the info they want and need to make a good choice. If they aren't managing to do that (and complaints about service centers have been on the rise at TMC as Tesla has had to expand rapidly), then the only remaining sales advantage Tesla has is the lack of haggling as if you were in some Moroccan bazaar. That's no small advantage, but Tesla should (and used to) provide a lot more.