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We are developing a sales process for Truecar customers and thought we'd share it with the community.

  • On arrival customers with Truecar quotes will be sat down and asked to wait while a $10 hour car jockey brings the car down to show.  No food or beverages will be offered. (It's all about price)
  • The customer will be shown to the car, a walkaround or test drive will be offered for $30/hour.  Optional insurance will be offered with full disclaimer they are responsible for damage while they are demoing the vehicle.  They can choose to to prepay gas or bring it back full.
  • Questions will be answered at $30/ hour.  Requests to show, discuss or answer questions about additional Makes or models are not a part of the deal and are also charged at $30/ hour.
  • Trade in’s will be taken in at straight fair book value plus a $500 trade fee.
  • Carfax must be presented with the trade.  Accident indicators will affect trade value.
  • Trade must have clear title.  (Customer must handle payoff PRIOR to trade)
  • Finance and warranties will be offered on a menu basis, no need analysis will be offered. Credit reports can be run for $30 each.
  • Customers are responsible for their own Motor Vehicle, Sales tax submission, Inspections, Vehicle clean and detail.
  • At delivery a certified check or cash will be accepted and keys will be given to customer.  Vehicle introduction, personalization setting, vehicle familiarization and owners manual familiarization will be provided at an hourly fee.
  • Online garage/ service reminders/ discounts can be purchased seperately.
  • No loaners are available to these customers, rentals can be obtained at local agencies.
  • No coffee, soft drinks, popcorn, will be offered to these customers at service.
  • Any repair out of warranty is ineligible for “good will”.
  • Serviced vehicles will not be washed, except on a fee for service basis.

Views: 209

Tags: Process, Sales, Truecar, Zag, one, price

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Comment by James A. Ziegler on December 21, 2011 at 4:37pm

KANSAS AUTOMOBILE DEALERS ASSOCIATION
 

 

 

IMPORTANT NOTICE: Brokering Prohibition – True Car/ZAG

 
To:      The Members of the Kansas Automobile Dealers Association
 
From:  Don L. McNeely, President
 
Various models for motor vehicle sales programs have brought increased attention on marketing practices in Kansas and across the country.  Commentators have most recently focused upon such programs as that offered by TrueCar/ZAG though there are many forms under which a dealer may be functioning, particularly in online arrangements.  This comment will focus upon how such programs can actually unwittingly or otherwise set you up for possible violations of the Kansas Dealers and Manufacturers Licensing Act, particularly those declaring motor vehicle brokering illegal in Kansas. 
 
It is KADA’s opinion that the manner in which programs such as that offered by the True Car program as it is currently structured and being offered in our state do in fact violate the Kansas brokering prohibition.  This is particularly so as it relates to a dealership paying a direct marketing fee, which can be likened to a commission, for each vehicle sold. While it is not unlawful to pay an annual or monthly advertising or subscription fee for vehicle leads, it is a violation of the Kansas brokering law to pay a third party a fee—or other benefit--for bringing buyer and seller together.  
 
It is our understanding that a number of Kansas franchised new car and truck dealers are currently doing business utilizing the TrueCar/Zag format.  It is also our understanding that several formal complaints have been filed with the Kansas Department of Revenue’s Division of Motor Vehicles requesting an investigation of those dealers who have been identified.
 
As a reminder, the Kansas broker prohibition statute was enacted in 1990 and was ultimately upheld by the Kansas Supreme Court in 1992 (Blue v. McBride).  K.S.A. 2010 Supp. 8-2404 (q), (r), and (u) which respectively pertain to new and used vehicle brokering describe prohibited and allowed practices and exceptions (display, advertising, soliciting and acting as a broker).  These are also discussed and tempered in the McBride case to allow for the free exchange of information, but one must still keep in mind that brokering practices are squarely prohibited.  
 
You have to pay attention to the laundry list set forth in the law.  It defines a broker to be any person who, for a fee, commission, money, other thing of value, valuable consideration or benefit, either directly or indirectly, arranges or offers to arrange a transaction involving the sale of a vehicle, or is engaged in the business of (1) selling or buying vehicles for other persons as an agent, middleman or negotiator; or (2) bringing buyers and sellers of vehicles together, unless excepted.  (See K.S.A. 2010 Supp. 8-2401(x).)  As you can see the arrangements that are prohibited forms of brokering describe many elements of the TrueCar program which you should review carefully before engaging in such practices. 
 
Another thing we have heard expressed about marketing arrangements are concerns related to legal issues of privacy, data use and ownership, as well as data access, particularly where a dealer has given outside access by a unrelated third party to its DMS system.  The TrueCar/ZAG structure serves as a significant example of the issue.  It collects transactional data from supposedly various sources to determine “the right price” to pay for a car.  Vehicle pricing points aren’t necessarily the only issue, though.  KADA is of the opinion that this can be ve

Comment by James A. Ziegler on December 16, 2011 at 12:29pm

Okay Honda has taken a courageous stand and banned TrueCar pricing with it's dealers. I know for a fact VW is strongly considering doing the same. I hope VW realizes that they've just began to get some incredible momentum in the market AND now is NOT the time to allow an invader like truecar to devalue the brand in the public's eyes. No matter what you sell, TrueCar cheapens your brand.

Group 1 made sure their dealers cancelled after looking at the exposure of having these people rooting around in their DMS, especially with AutoNation's CEO on the board of Truecar...

Group 1 was smart enough to see the writing on the wall and run as from away from these people as possible. When is Asbury, Penske, Sonic and others going to awaken and realize they people appear to be a huge threat? Even large private groups like Rick Hendrick should be looking at the evident danger we're all perceiving here. 

Where are FordGeneral Motors and especially...where is Toyota in this escalating skirmish? I am embarrassed that mark Reuss, president of general motors would actually go to TrueCar Headquarters and play with Painter showing him a 750HP Camaro.

I did not mention Nissan because their dealers are using Truecar to sell way below invoice so they can collect stair step money. You guys are smiling now BUT if Nissan takes away the program, you're screwed royally because of the benchmarks you set with TrueCar making your brand image "Ultra Cheap Nissan"

Does Mark Reuss NOT understand that his dealers are being raided by these people cheapening the product down to unprofitable and below? I find it hard to believe that Reuss would publicly suck up to these people if he truly understood.

There are a few investigations of TrueCar popping up here and there AND we're still urging dealers to put more emphasis with your dealer associations to get off of the sidelines and represent us... I know a couple of associations are doing their best while others limped off of the battlefield without firing a shot...  weak. 

I am especially disturbed about Toyota staying quiet while Honda takes a stand. It's like sending a message that Toyota has less value. 

This thing will gather increasing momentum and I predict TrueCar will find some high-profile weak suck who will sellout their integrity for the publicity or hard cash and take a stand publicly backing them and betraying dealers.

Of course, this is all a lot of conjecture, speculation, supposition and opinion...I might be wrong. :)

 

Comment by Peter A. Bond on December 11, 2011 at 7:16pm

Doing business with TrueCar is a weak short cut that undermines our industry! In other words, any dealer who is engaged with those folks is a traitor! There is no way to do the right thing in the wrong way! You dealers are with us or against us in our profession. TrueCar is killing you and hoping you are too stupid to realize it! Mike, SHAME ON YOU! QUIT!

Comment by Ralph Paglia on December 11, 2011 at 7:00pm

Adam - Your list makes me want to thump my chest, do high fives and smack-downs... However, in all sincerity, if you work in a dealership that uses TrueCar or any other value-diminishing price focused based marketing strategy, once the vehicle is sold, the damage is done.  The mistake was made long before the customer showed up at the dealership.  Therefore, why punish the customer for taking advantage of the stupidity that permeates your dealership's marketing decisions?

If anything, I would want to win the "Hearts and Minds" of these TrueCar mooches and try to ensure that next time around, they do not want to do business anywhere else... Or, service their vehicle anywhere else.  After all, if your dealership is so poorly managed that you cannot generate a fair profit margin, then I hope you are able to retain some of these customers in your service drive to earn SOMETHING from selling that car.

Now, I will also agree that your list made me smile and think "Hell Yeah!", but let's be smart enough to realize that wasting a customer is simply not the best way to go, so consider showing these TrueCar customers some love so they do not feel so compelled to use TrueCar in the future, instead preferring to deal directly with your dealership by cutting out the middleman and the extra $300 in dealer cost they incurred by doing so.

Comment by Ralph Paglia on December 11, 2011 at 4:52am
Comment by Bruce Hartz on December 10, 2011 at 9:18am

You forgot the handbag fee on the demo ride.

Comment by Mike Warwick on December 10, 2011 at 8:51am

I would add that any questions, concerns or problems with your vehicle should be submitted to Truecar in writing and a customer service representative from Bangalore, India will be in touch.

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