When does No Pressure == No Love? It is a fine line.

[jeff_adams]

You are lucky then. I've always felt as if they couldn't get you out the door fast enough. Except when you actually purchase the car and then you have to sit with the finance person for hours while they try to sell you every package you have--last time this went on for nine hours, and it was only cut short because the dealer was closing at 21:00.

Been there and did that marathon. I had two young kids and I swore I would NEVER go through that again.

Just ridiculous that we have to do that to buy a vehicle at a dealership. Give me the online order model every time.

Maybe Telsa should have a designated "order desk" in the middle of the store. One employee could be there to walk people through the process and explain how the different options are ordered and priced.

If someone is talking to an "education specialist" and says "I think I want to order one of these", he could just direct them to the order desk and have someone assist them with ordering the car. If someone indicates they prefer to order at home, the associate can offer to "walk them around the website" if they want to be able to ask questions and feel more comfortable. Some buyers may prefer that to being left on their own to figure it out.

 

[evme]

A lot of people have been complementing Tesla on the fact that they pay attention to everyone, customer or not. The job of satisfying the customer falls into the vicinity of customer service, not sales. Sales is suppose to exist to answer inquiries and explain things. Once the purchase is made, it is up to the customer service to make you feel "special". I think part of the purchase process is the fact that at end of the day, a person can agree that they made the person because they chose to on their own. If someone was turned off because they didn't get special treatment, then it means their heart was not fully set just yet.

Right now, Tesla has no real competition and more sales then they can fulfill. In 3 years, things might bet a bit more competitive. And Tesla has to educate the new generation of buyers and create fans for the brand. In doing so, it will ensure Tesla's future. As others have said, you can't please everyone. But if your pleasing a lot of people and doing so in a manner that differs from what everyone else is doing. It gives you an advantage.

 

[lolachampcar]

I have felt for some time now that there is a hole in the Tesla sales process. When I buy an $80k asset I want to talk with a real person capable of understanding and being well versed in such a transaction. Front line store staff or a web page just does not get it. Hopefully I'm a dying breed and this is not a more global problem. My business experience and the comments I received from several people I have sent down to the store suggests otherwise.

One thing I am reasonably certain of is that having an internal understanding that you are production constrained de-emphasises the customer. Taking customers for granted, especially for big ticket products, is unnecessary and unwise.

 

[JohnQ]

I tend to agree that the store experience is lacking something. And I think it's the depth of knowledge or insight on the part of the floor staff to ask the right questions. Many people who make a purchase this size expect it to be a bigger deal than someone saying "you've made a good decision" then clicking a few buttons on the web page. Associates need to ask follow up questions like "Is there anything else you would like me to tell you about the car? Perhaps what your daily charging experience will be like or how to take a road trip? Are you comfortable with how driving habits and external conditions affect range?" If the customer knows these things then he will feel knowledgeable and that he really has made a good, informed decision. If not, then he will become more knowledgeable, make a better purchase decision and be less likely to be disillusioned after the fact.

 

[lolachampcar]

johnQ,
That has to be a good looking car.......

 

[jerry33]

I tend to agree that the store experience is lacking something. And I think it's the depth of knowledge or insight on the part of the floor staff to ask the right questions.

Well, most Apple store employees don't really have any computer knowledge, so it's not surprising that the Tesla store employees don't have any car knowledge since the Tesla store is modeled after the Apple store. I reckon they are there to explain the very basics to walk-in folks who don't know what an electric car is. This is just like the Apple store employees who can show you how to start an application and turn on the computer. Virtually any person who reads these forums or the Tesla website will have as much or more knowledge than most of the Tesla sales staff, so their experience is likely to be somewhat disappointing.

(There are no Tesla stores here, so I've never actually been to one.)

 

[Jhall118]

Easy fix. Let the Tesla store employees take the cars home at night. They'll become true believers (and/or at least have more useful feedback for potential customers). That said:

Dear Tesla,
When you open a store in the Pittsburgh area, I would strongly consider a change in career. Thank you.

I actually applied to be a delivery specialist part time in Seattle/Bellevue store. Never heard back I work full time as a molecular biologist, but I thought it would be really fun (extra money to save for my car too).

 

[JohnQ]

johnQ,
That has to be a good looking car.......

I hope so, I waited an extra 4 months for the red. Seemed like forever, especially when I was contacted in August to configure and deferred without knowing when the red would be available. :smile: