Another one from my inbox

by dpollak on 10/23/2009 · 15 comments

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I would appreciate thoughts from anyone that uses money-back policies. How effective do you think they really are, how much do you charge the car, how much does it really cost?

Dale – could you please forward me contact information on Dealers that are successful at implementing a return policy. If you have any sample language that they use that would be helpful also. Thanks for your help and support!

Tagged as: Languages, Linguistics, Ministry of Defence, Natural, Policy, Sample Policies, Security, Social Sciences

http://www.polarchev.com/ bill krouse

Dale-we institued our “peace of mind” money back guarantee on new and used vehicle purchases back in 1992. The written document requires the vehicle to be returned in exactly the same condition it was delivered within 3 days or 250 miles. Any modifiications/accessories requested by the customer are at their expense-not included in the money back-and there is a provision to charge for a reclean in the event it is returned abnormally dirty and they agree to do all paperwork needed to unwind the deal. Out of 3000 retail/year we take back less than 20 and half of those just buy somehting else and most of these we would take back anyway even if we did not have a written-promotable-policy. hope this helps, Bill.
http://www.polarchev.com bill krouse

Dale-we institued our “peace of mind” money back guarantee on new and used vehicle purchases back in 1992. The written document requires the vehicle to be returned in exactly the same condition it was delivered within 3 days or 250 miles. Any modifiications/accessories requested by the customer are at their expense-not included in the money back-and there is a provision to charge for a reclean in the event it is returned abnormally dirty and they agree to do all paperwork needed to unwind the deal. Out of 3000 retail/year we take back less than 20 and half of those just buy somehting else and most of these we would take back anyway even if we did not have a written-promotable-policy. hope this helps, Bill.
http://www.polarchev.com/ bill krouse

Dale-because there really is no cost we don’t charge anything to the unit. If you don’t offer this and your competition does you will lose business-and it won’t be because of price!
http://www.polarchev.com bill krouse

Dale-because there really is no cost we don’t charge anything to the unit. If you don’t offer this and your competition does you will lose business-and it won’t be because of price!
kkocourek

Dale,

We are working on a tv and radio spot introducing our 3 day return policy. I will keep you informed of its success.

K
kkocourek

Dale,

We are working on a tv and radio spot introducing our 3 day return policy. I will keep you informed of its success.

K
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http://vAuto.com/ dpollak

From Gary Duncan, Duncan Auto Group in Virginia:

Do your due diligence with money back. I went to the movie twice in a small market. First time in 1995 with a one price used car lot and one price Lincoln Mercury Jeep Isuzu. It worked better with one price. It will help close more sales and there is not as much heartburn on the return. I think it works better for CarMax and one price because management and salespeople are not paid on gross. I went away from one price as we expanded and tried money back again for about 4 years in our negotiating stores. Big mistake! When management and sales people are paid on gross and it is time to do the money back the customer gets beat to death. We still do it at our Acura, Audi store in Roanoke, Virginia but did away with it in all other stores. If I were you I would only entertain an exchange policy. Our money back was setup 3 days/150 miles. We have a worry free program or Duncan Certified, you can check out at Duncanauto.net. You might also check out TexasDirectauto.com website they have an interesting return policy for eBay.
http://vAuto.com dpollak

From Gary Duncan, Duncan Auto Group in Virginia:

Do your due diligence with money back. I went to the movie twice in a small market. First time in 1995 with a one price used car lot and one price Lincoln Mercury Jeep Isuzu. It worked better with one price. It will help close more sales and there is not as much heartburn on the return. I think it works better for CarMax and one price because management and salespeople are not paid on gross. I went away from one price as we expanded and tried money back again for about 4 years in our negotiating stores. Big mistake! When management and sales people are paid on gross and it is time to do the money back the customer gets beat to death. We still do it at our Acura, Audi store in Roanoke, Virginia but did away with it in all other stores. If I were you I would only entertain an exchange policy. Our money back was setup 3 days/150 miles. We have a worry free program or Duncan Certified, you can check out at Duncanauto.net. You might also check out TexasDirectauto.com website they have an interesting return policy for eBay.
irwinzone

With a car that is returned is anything done with the Salesperson’s commission?
irwinzone

With a car that is returned is anything done with the Salesperson’s commission?
http://westherr.com/ Jack Anderson

We have been doing a 3 day money back and a 30 day exchange policy for 7 years. If done right it does not cost anything. We sell 12,000 used per year. We have less then 1/2 of one percent want money back. If the car is properly reconditioned priced right, and the sales person sold it properly, then the only reason they would want to bring it back would be if it turned out to be a bad car, and if thats the case then you would want to buy it back anyway.

Jack
http://westherr.com Jack Anderson

We have been doing a 3 day money back and a 30 day exchange policy for 7 years. If done right it does not cost anything. We sell 12,000 used per year. We have less then 1/2 of one percent want money back. If the car is properly reconditioned priced right, and the sales person sold it properly, then the only reason they would want to bring it back would be if it turned out to be a bad car, and if thats the case then you would want to buy it back anyway.

Jack
http://vAuto.com/ dpollak

Jack,

In all of my travels, I have never found an organization that has more trust and credibility in a community than does the West Herr organization in Buffalo, NY.

I once heard a story from another dealer in Buffalo where he told me they said no to a customer in the service isle, and then that customer went to a West Herr store and made the same demand. In spite of the fact that the customer did not buy the vehicle from West Herr, the service manager graciously performed the work at no charge. According to my dealer friend in Buffalo, this experience occurs with some degree of frequency and much to the chagrin of my friend, the customers instantly become West Herr zealots for life.

We can all learn a lot about selling and servicing cars and truly having customers for life from Jack Anderson and the rest of the West Herr organization.

Dale
http://vAuto.com dpollak

Jack,

In all of my travels, I have never found an organization that has more trust and credibility in a community than does the West Herr organization in Buffalo, NY.

I once heard a story from another dealer in Buffalo where he told me they said no to a customer in the service isle, and then that customer went to a West Herr store and made the same demand. In spite of the fact that the customer did not buy the vehicle from West Herr, the service manager graciously performed the work at no charge. According to my dealer friend in Buffalo, this experience occurs with some degree of frequency and much to the chagrin of my friend, the customers instantly become West Herr zealots for life.

We can all learn a lot about selling and servicing cars and truly having customers for life from Jack Anderson and the rest of the West Herr organization.

Dale