Customers fail to receive the test drives they want

Time 1:36 pm, November 19, 2013

080310-a-cbuysACCORDING to an undercover test, 63 per cent of dealers are unable to grant customers the test drive they want.

Posing as potential buyers, a team from monthly car magazine What Car? approached 48 franchised dealers to find out how far they would go to fulfil a customer’s needs.

The six manufacturers tested included Audi, BMW, Ford, Mercedes, Nissan and Volkswagen and the task involved choosing a car that was not a standard model in order to request a test drive.

The testers requested vehicles that would be ordered with a specification that alters the overall driving experience, such as an automatic gearbox or four-wheel drive.

However, the survey found that 63 per cent of dealers tested were unable to grant customers a test drive, while some sales staff suffered from a ‘dismissive attitude’.

What Car? said: ‘Judging by our experience here, the car industry is doing a pretty poor job of delivering. More worrying still is the dismissive attitude of many sales staff.’


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Car Dealer has been covering the motor trade since 2008 as both a print and digital publication. In 2020 the title went fully digital and now provides daily motoring updates on this website for the car industry. A digital magazine is published once a month.

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