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1、BeyondExpectationsByMiltGarrettItseemsacardealershipinmyhometownofAlbuquerquewasselling,onaverage,sixtoeightnewcarsaday,sixdaysaweek.Iwasalsotoldthat72percentofthisdealership'sfirst-timevisitorsreturnedforasecondvisit.(Atthattime,theaverageforalldealershipsinAlbu
2、querqueforsecond-timevisitorswas8percent.)Iwascuriousandintrigued.Howdoesacardealershipget72percentofitsfirst-timevisitorstoreturn?Andhowcantheysellsixtoeightcarsadayinaslumpingcarmarket?WhenIwalkedintoSaturnofAlbuquerquethatFridayfouryearsago,thestafftheredidn't
3、knowmefromAdam;yettheysharedwithmetheirpricingpolicy,theprofitmarginoneverymodel,andstaffincome.TheyevenopenedtheirtrainingmanualsformyreviewandinvitedmebackonSaturdayifIwantedmoreinformation(aninvitationIheartilyaccepted).Ilearnedthatthisdealership(likeallSaturn
4、dealerships)hasa"no-dickersticker"policy;thatis,thepriceonthewindowisthepriceyoupayforthecar.Period.Youcan'tevennegotiateforafreesetoffloormats.Saturnabidesbyitspremiseofsellinghigh-qualityautomobilesforareasonableprice.Furthermore,Saturnsalesconsultants(theirter
5、mforcustomer-contactpeople)aren'tpaidacommission-they'resalaried.Thismeanswhenyouwalkontotheshowroomflooryou'renotbombardedwithwhatIrefertoas"beyondeager"salespeople.IexpandedmyresearchtootherdealershipsinAlbuquerque.ItturnedoutthatFordEscorts,LTDsandThunderbirds
6、,aswellastheMercuryMarquis,werealsosoldas"no-dickersticker"cars.AsBruceSutherlandatRichardsonFordsaid,"WewerelosingourmarkettoSaturnbecauseoftheirpricingandsalarypolicies."Healsosaid,"IfwealldidwhatSaturnwasdoing,we'dnotonlymakeadecentliving,butwe'dalsoenjoyabett
7、erreputation."OnSunday,thedayaftermysecondvisittotheSaturnstore(theirterm,notmine),mywife,Jane,andIwerewalkingaswefrequentlydo.OnthisparticularJunemorning,Janegentlyslippedherhandinmineandsaidtenderly,"Idon'tknowifyouremember,buttoday'smyfifthanniversaryofbeingca
8、ncer-free."Shewasdiagnosedwithbreastcancerfiveyearsagoandhadundergonesurgery.Iwasstunned,partiallybecauseIwasembarrassedthatIhadforgotten,and,partially,because
