Latest / The Smoke Break with Adrian The Car Guy / Car Salesmen Reveal the Biggest Car Buying Mistakes (Old School vs. New School)

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Car Salesmen Reveal the Biggest Car Buying Mistakes (Old School vs. New School) · The Smoke Break with Adrian The Car Guy

• 0:00
  But it is impossible to give you 50% off on this $80,000 vehicle.
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  I wish I had $20,000 markups on every car.
• 0:08
  I'd be retired by now.
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  I always tell my customers, Kelley Blue Book is like Credit Karma.
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  I have a customer, $41,000 upside down.
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  And if you're transparent with the customer, they're going to buy
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  We're consultants. We're not even technically
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  salespeople.
• 0:33
  Hi, guys. Welcome back to the Smoke Break Podcast.
• 0:35
  Today I'm joined with my co-host, my General Manager.
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  What's going on, guys? Well, we got two special guests today.
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  We all. What's up, guys? How's everybody doing?
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  It's Sam the Ham. What's up, guys? It's Miguel Orta.
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  For those of you that don't know, Miguel Orta has been in the car business for what
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  over 10 years is already probably around six, six and a half.
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  Six and a half years.
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  And then we got a rookie that hasn't been selling cars for.
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  Maybe six months. And Orta shows me a lot of tips and tricks.
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  So we're going to dive in right into it, guys, because there is some burning
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  questions regarding the old school ways of selling cars versus the new ways of
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  selling cars. So let's get started. Was it harder to sell cars six years ago than it
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  was today?
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  Well,
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  I worked at a Toyota store with Adrian, so it was kind of.
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  It's a lot different. It's a lot different.
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  So. When I started selling cars, so here's the story.
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  I was, I just came out of the oil field. I was hungry because I wasn't going to make
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  the same amount of money that I was making in the oil field.
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  So I was trying to catch up, catch every every up, but made it work.
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  I was came in the business selling a lot of cars.
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  Do you think today's salespeople, like rookies like Sam, are too dependent on
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  internet leads?
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  And well, it's because it's the way it is now.
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  Like back then, we didn't like Facebook, TikTok, and all this stuff just came around
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  probably like two, three years ago. Yeah.
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  When I started selling cars, you would
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  be stuck in BDC all the time, making phone calls.
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  You had to generate your own traffic through phone calls and referrals.
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  So
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  Yeah, it's changed a lot now.
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  Work social media, you can generate a lot of traffic through there.
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  What do you think? Do you think this new generation of salespeople depend too much
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  on the internet leads? Well, yeah, they do.
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  They don't know how hard it is. You know, there was different timing.
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  I'm not saying that back then was better or today is better or today's worse,
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  whatever the case might be. But the business is evolving quite a bit.
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  And
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  right now, more than ever, it's you know, right now you depend a lot on social media
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  and internet leads, and people are not driving in the lot.
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  So, yes, when we do get people that drive in the lot.
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  They, you know, and these rookies get them, they don't know what to do with them.
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  Yeah. Because they're so used to the process.
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  The lead comes in, customer already knows what they want.
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  You give them all their information. You set up the appointment.
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  You sell the car. And when somebody's in the lot, you know, just looking around and
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  just saying, hey, you know what? I just want a vehicle.
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  Guide me in the right direction. I don't know what I want.
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  That's where the rookie's kind of like, oh my God, like, what do I do?
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  You know, and that's where training comes about and everything.
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  But the more and more time evolves, the less we're starting to see foot traffic and
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  more online traffic. So although we still want the rookies to kind of know how to
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  handle those situations. You know, we we got to make sure, and the vice versa.
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  You know, the old school car guys are very used to just depending on the lot when
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  now majority, 60, 70% of the leads are coming through the internet.
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  People don't want to come to a dealership, and that's okay.
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  So, we got to train the new guys to deal with lot traffic, and we got to train the
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  old guys on how to deal with internet traffic.
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  You know, Sam, somebody walks in the lot, Sam, and they're like, Hey, I'm looking
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  for a car, but I don't know what I want. What do you do?
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  Yeah, I mean, my process
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  before I'd be like, Orta, help me. Come help me.
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  I don't know what to do. Yeah, now, I mean.
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  There's a variety of things that I'll start with.
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  What's your goal? What are your needs? What type of features do you want?
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  What type of budget are you trying to be within?
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  Then, once you build a buy box around that, you can kind of guide them towards: hey,
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  this is what fits your budget. This is what vehicle has certain tow capacity or
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  whatever they're trying to go for.
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  Sometimes they do come in looking for a specific vehicle, but yeah, if I completely
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  kaput, I usually go call Orta real quick.
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  Last night, the new guy James, he helped me go deliver a car over there in
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  Raymondville. Oh, and uh, on the way back, I was just picking his brain.
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  I was asking him, Hey, so how's your training?
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  Blah blah. And he was like, Oh, today we learned about the guest sheet.
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  And I told him that's the most important thing.
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  The guest sheet is very important, very important.
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  I used it a lot. Uh, that's that's I don't do it myself because I already have like
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  know what I'm gonna ask. But you being a new person, that's gonna help you out a lot
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  because instead of you get some people, some new guys that are running around the
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  whole lot showing cars left and right, and they don't even uh know what their
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  customer wants. So, guest sheet is the main thing, and then you go from there.
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  And I've been told like that's where pretty much your selling happens.
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  Like, that's the main important thing. The rest is easy after that.
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  Because, again,
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  everybody comes with their guard up. Yeah.
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  Everybody already doesn't trust us. So, you've been doing this successfully for many
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  years. You know, what is the technique that you use in order to bring that guard
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  down, you know, without you know, making them feel uncomfortable?
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  Just be myself. Uh, I try not to be pushy.
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  A lot of people, uh, I have a lot of repeat business because they tell me I'm not
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  pushy. Even if they come today and they would be like, nah, we're just looking.
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  And then they go down the street or go somewhere else and be like, hey, we came back
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  because
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  you weren't the pushy salesman. And they end up buying one, two, three cars from me
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  like that day or sometimes I sold the same family two, three cars.
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  Just not being pushy. That's my trick. Yeah, it's very important for you to give
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  them all the information. You're knowledgeable enough to give them enough
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  information that way they can make an educated decision.
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  And that's how they end up purchasing. They end up purchasing by giving them by you
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  giving them all the information that they need and then they can make the right
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  choice.
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  A lot of people leave and they're like, oh my God, I just went somewhere and they
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  keep calling, calling, calling. And you're like the smoothest person that we dealt
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  with. And They come back and we build long-term relationships.
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  Uh, you have a lot of repeat business, a lot of repeat business.
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  I was standing up front and a customer of mine from Maine just pulled up and they
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  were like, hey, my son needs a truck. And we came straight over here looking for you
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  just because we like the way you treated us.
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  The last time you weren't pushing everything.
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  And they bought a truck from me. Repeat business, Sam.
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  That's what you got to focus on. Repeat business.
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  Haven't you already had repeat business? I have, yeah.
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  I've had a couple customers refer out either family members or come back and buy
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  another car for me. Uh, super cool experience.
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  Do you think customers are harder to close today than they were six years ago?
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  It's well, it all depends on how you approach it.
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  But now they got a bunch of tools. They got the internet.
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  They got everything that
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  they have a lot of resources. By the time they get to the store, before they had a
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  newspaper. Yeah, the newspaper ads. The TV ads.
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  It's so simple. It's like they already know.
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  Like, I mean, the point: why lie to the customer?
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  It's like, hey, you know, I wanted this. Yeah, this is much dealer discount.
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  And if you're transparent with the customer, they're going to buy and they'll be
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  like, hey, look, we're not going to hide anything for you.
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  We're not a non-profit organization, but we don't believe in price gouging, right?
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  We don't believe that we're going to make our whole month on you.
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  Just like anything else, like any other good, they make a certain amount of profit.
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  You know, it's only fair if a dealership is investing $100,000 in inventory that
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  they should be able to get a 3% to 4% return.
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  You know, so you kind of pitch it that way.
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  Here's the invoice. Here's all the incentives you qualify for.
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  Here's some protections. You want them? Great.
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  You don't. We remove them. You know, here's the true discount.
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  Here's the true rebates. Here's the vehicle.
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  You want a better deal. We actually have another vehicle just like it that has an
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  additional $1,500 of select inventory. And then you kind of guide them in the right
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  direction because realistically, that's all we're trying to do.
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  And unfortunately, for previous salespeople
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  before us in the 90s,
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  before there was a lot of laws in place, they kind of gave the...
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  Whole you know dealership world a really bad name, and it's our job and our duty to
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  make sure that we change that and we built that trust back by being truthful.
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  And I have a question for Sam the Ham: Sam the Ham: Do you think TikTok is creating
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  salespeople or just influencers? That's tough to say because there are when it comes
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  to the car business, of course. Yeah, um, I don't know if I would say that every
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  person that gets on TikTok in the car business is trying to be a car salesman, is
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  how I'll answer that question. Yeah, um.
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  There's a lot of them that are just trying to go for views and trying to
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  be the
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  fad or whatever it is.
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  I structure my TikTok content to make sure that it's like, hey, come see me.
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  Come see me.
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  I'm going to be honest with you. When you first came in, you didn't know nothing
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  about cars. But because of the videos, like I've seen his newest videos of him doing
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  a walk around, his walk around solid now.
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  I know.
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  And I think you got better by practicing and by doing more.
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  Like you're kind of forced to, I'm going to do a walk around on this vehicle.
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  Like, what can I talk about? Oh, shoot, well, let me learn.
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  And now, you know, when you were doing the walk around on the Rebel, I'm like,
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  you're actually like naming features and everything.
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  So it's also a good training tool because you're forced to be on a camera and you're
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  forced to talk about facts. You're forced to talk about features.
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  And, you know. Well, usually that would take months and months and months of you
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  being in front of customers and getting comfortable with them.
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  And or now you can get a lot better. It's so easy for new salespeople nowadays.
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  There's so much information online that you could do.
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  I'm going to ask you, Adrian, the same question.
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  Like, do you think TikTok is just creating influencers or is it really.
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  You know, benefiting salespeople,
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  Our content is like, look, look at behind the scenes.
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  And if you want to see behind the scenes, you can come to my channel.
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  If you want to know about product features, you go with Sam.
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  Sam's going to talk about a different vehicle every single day.
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  We have content for everyone.
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  And it's working for us. We're selling anywhere between 30 to 40 additional cars a
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  month off of social media alone, which we wouldn't have.
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  Had because majority of these customers are out of our region.
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  Before the car business, people came in the car business because we put in a lot of
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  hours. We, you know, we put in 60, 70 hours a week, 80 hours a week sometimes.
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  Yeah. We came in to sacrifice time for money.
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  That has changed.
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  Back when we grew, it's like, Shoot, I'm at 15 cars.
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  I'm gonna try to shoot for 20. I'm at 20 cars.
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  I'm gonna try to shoot for 25. It's never enough.
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  And I guess it's a thing that's wrong with all of us.
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  Now that you bring that up,
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  there is some salesman that asks me, hey, how do you do it to sell so many cars?
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  Well,
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  you don't stop at 10. Yeah, but
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  Comes 8 o'clock. Oh, you see them drive off right away.
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  Last night I got home at 10. And I do this about.
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  Three or four times a week. And that's where, like, if I don't stay extra a couple
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  of times a week, I won't make my goal is always to be 20, 20 plus, 20 plus.
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  And that's, that helps a lot. And the people that want to be there and they don't
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  put in the time, the work, like Adrian's saying,
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  they're never going to get there.
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  Well, I mean, and a lot of people, and I think I've talked to someone, a very
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  successful salesperson back in my day, and I and I and I asked them, you know, kind
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  of the same question. It's like, hey, what really drives you?
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  I really want to understand the psychology and how this works, right?
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  I've always been that type of person. What drives you?
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  He's like, well, Adrian, when I'm here. You know, sacrificing my time that I'm not
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  with my family, and I'm here 13, 14, 15 hours a day.
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  And at the end of the day, I get to come home at 9, 10 o'clock.
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  You know, my kids are asleep. My wife is waiting for me.
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  And I come in and I have to tell my wife, I did nothing today.
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  I literally made $0. I may got in front of zero people.
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  I just literally spent 14, 15 hours away from you and my family for nothing.
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  And that's what psychologically messed with him.
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  How do you help someone that they think that they can't afford their new car?
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  Like, like if you're getting that objection, or how have you overcome that in the
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  past?
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  Well, I just try to foot. Well, what's your budget?
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  What can you afford? And then that's where
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  wants and needs. And we go back to the same thing: we're not going to push them to
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  buy something they can't afford. We're going to be like, all right, you can't afford
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  this car. Okay. What do you need?
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  Let's get you into something you can afford.
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  Let's get you some leather, no massage seats, let's save you 10 grand.
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  And then that's when you become a sales consultant and kind of consult them.
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  You're not selling them on anything. They're like, oh, you're not going to sell me
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  something I don't want. Well, you can't afford it.
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  Yeah. You know what I'm saying? Like, it's not that I want to sell you something you
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  don't want. It's just that you can afford what you want.
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  Like, I would love to have a Ferrari. I can't afford it.
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  So, I'm not going to go out there and tell the Ferrari salesperson, stop selling me
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  something I don't want just because I want a thousand-dollar payment on this half a
• 13:27
  million-dollar car.
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  That's the mentality of a lot of people. I had a customer that wanted a brand new
• 13:33
  truck and he wanted a $600 payment. Oh, so you kind of bursted the bubble real
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  quick. I told him, Look, man, straight up.
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  You have a oh, he was negative 18k. Oh, so just a negative equity alone, you have
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  350 dollars.
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  I told him, so
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  and uh, I told him, look. This is where your numbers are at.
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  Can you meet me around right here? And he goes, yeah, that's doable.
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  Okay. So we got the credit up.
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  Again, our job is just to guide, give the customer the information that they need,
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  you know, that they want. At the day, if the numbers don't make sense, the numbers
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  don't make sense. And it's the customer's decision if they don't want to buy a car.
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  They're like, I want to be a 600 and, you know, on this car.
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  I'm like, you can't get it. Mathematically impossible.
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  I wish I had $20,000 markups on every car.
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  I'd be retired by now.
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  Sam,
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  what's a piece of advice you would give to someone that's trying to buy their car
• 14:29
  for the first time? For the first time, understand your budget.
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  Check what your insurance is going to be.
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  Know what features that are important to you because this is a big commitment.
• 14:40
  Everybody in the car business talks about we're selling these people their second
• 14:45
  biggest purchase of their life. Besides a house, a vehicle is the next biggest
• 14:50
  purchase of most people's lives. So
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  Understand your credit. Understand how much money you want to put down.
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  Know what type of features in a vehicle you're going to want.
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  And it doesn't hurt to research.
• 15:04
  How payments work in a car business or in the car world because a lot of people,
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  like you guys were talking about payments, some people don't really understand the
• 15:14
  math behind payments. They do come in sometimes like, I want $500 on a Ferrari or,
• 15:19
  you know what I mean?
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  I think that what you need to let them know is like do a quick Google search and
• 15:23
  just say, what's the average markup on a car?
• 15:26
  And Google will tell you, Google Gemini will tell you what the average markup
• 15:30
  percentage on a car is. So sometimes when they tell you that, Sam, is that they're
• 15:34
  thinking that we have that much markup in order to cut the deal to be able to get to
• 15:38
  their payment. But what we have to, what we have to instruct them is we have to say,
• 15:42
  hey. We cannot get there because I don't have that type of market.
• 15:47
  Can I help you? Yes. But it is impossible to give you 50% off on this $80,000
• 15:53
  vehicle. It's just the markup is not there.
• 15:56
  I will help you, you know, but it's impossible.
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  And that's what we go back to the same thing that Orta sold his customer yesterday,
• 16:04
  where it's like he wanted to be a 600. He
• 16:07
  Orta still helped him out, but it wasn't nothing like, you know, it was more
• 16:11
  realistic. We're still here to help out the customer, but.
• 16:15
  We also have to tell them realistic numbers.
• 16:17
  I like what Adrian touched on as well. We're consultants.
• 16:20
  We're not even technically
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  salespeople. Yeah. We're just trying to help inform people: like, hey,
• 16:28
  this is how this works. Yeah. This is how the numbers are.
• 16:33
  And
• 16:34
  this like
• 16:36
  every $10,000 finance, about $200 in payment or whatever, right?
• 16:40
  Like, there's a lot of people that just don't know these basics.
• 16:42
  I didn't know when I first got here. And you just have to consult them.
• 16:46
  Like, hey, look, this is where your budget's going to be.
• 16:48
  This is the type of vehicle that fits your budget.
• 16:52
  What is something that
• 16:54
  customers
• 16:56
  sometimes misunderstand about negotiating?
• 16:59
  We're the only industry that negotiates nowadays, but it's okay.
• 17:02
  All right. That's the way we've built this.
• 17:05
  One of the things that we see a lot here is when you have incentivized rate and
• 17:08
  rebates. And no, I want both. And they'll fight you no.
• 17:12
  Like you know what? So I don't. Either or.
• 17:14
  I'm going to step out. I'm going to go into my, I have another meeting that I got to
• 17:17
  go to, guys. So keep asking the questions.
• 17:20
  So right now, I'm going to leave you with Sam the finance guy and
• 17:25
  Orta the GM. And Orta GM. All right. And I just promoted Sam and Orta.
• 17:30
  So I'm just going to do a quick rapid fire questions
• 17:34
  What has been the favorite vehicle that you guys have ever sold?
• 17:37
  I'll start with you Orta. I've sold.
• 17:42
  I like selling diesels. Really? For some reason.
• 17:44
  I like diesels, so any diesel that I sell, that's my favorite.
• 17:47
  What about for you, Sam? What's been the favorite vehicle you've ever sold here?
• 17:50
  Yeah, I like more high-end stuff. Um, either a Rebel or an RHO.
• 17:56
  The RHOs are incredible to sell, they're fun on the test drive, they sound good.
• 18:01
  They're there, you can get a lot of like talk about a lot of features on them
• 18:06
  because they have so many, you know. So, yeah, that's my favorite.
• 18:10
  But I can't wait to sell the TRX. Oh, the TRX is going to be super fun.
• 18:14
  We got we got we got Kirby in the house
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  Alrighty Kirby so
• 18:19
  just to fill you in right now we're doing some rapid fire questions
• 18:22
  Speaking of guest sheet have you ever used it Kirby?
• 18:24
  Yeah, I've used a guest sheet when I first started Do you do you have it memorized
• 18:27
  now or do you fall back on it? Necessarily, yeah, like it's it's already like muscle
• 18:32
  memory when I when I'm talking to a client I ask them well, what are your hobbies?
• 18:35
  What do you like to do?
• 18:36
  Honestly a really great thing. You asked him, like, hey, what kind of hobbies do you
• 18:39
  have? Oh, well, me and my family love to go fishing.
• 18:42
  I'm like, okay, well, you know, those little compartments in the back of the Rams?
• 18:46
  Well, you could go ahead and tell them, like, yeah, you could go ahead and put,
• 18:48
  like, you know, use this as a cooler, fishing lines.
• 18:51
  You could put extra rope, extra little things like that.
• 18:53
  You find little things and you go ahead and Make them fall in love with it.
• 18:57
  You're like, oh, yeah, you know what? This is useful for whenever I'm going to go
• 19:00
  ahead and, you know, go biking. I could
• 19:03
  fit in a little air pump on there. Things like that, you know.
• 19:07
  And you use that, like, ask those questions to build rapport with the customer.
• 19:10
  What is, in you guys, guys, opinion, the worst customer excuse?
• 19:14
  Mine was, I need to talk to my wife. I need to talk to my husband.
• 19:17
  Oh, that's like the number one. Yeah, yeah, that's the most common one.
• 19:21
  But one time I had a customer that goes, he he showed up to my desk.
• 19:25
  Like, you know, how I get all the ups at my desk?
• 19:27
  Hey, yo,
• 19:29
  he does. He was, he just walked in and he goes, Hey, I'm looking for this car.
• 19:34
  Yeah, you got 45 minutes to sell me this car.
• 19:37
  I'm like, No, I asked him why. So
• 19:41
  he told me, real quick, my wife doesn't know I'm here
• 19:45
  and I'm looking to surprise my son with this Jeep.
• 19:48
  Like, real quick, the because he had just gotten out of work.
• 19:51
  He just told his wife that he was going to look around for cars, but didn't know.
• 19:55
  Didn't tell her he was going to buy. So. We got him approved real quick and signed
• 20:01
  him up real quick. And
• 20:03
  he goes, hey,
• 20:04
  Wash the car, deliver it to my house. So he was out within 45 minutes
• 20:07
  I think that I need to talk to wife and husband.
• 20:09
  It's just like, I think something, if they're giving you that excuse, it means that
• 20:14
  something went wrong throughout the process.
• 20:16
  Cause I don't think that, at least in my opinion, that I do think that those
• 20:20
  conversations between husband and wife happen before you even get to the dealership.
• 20:24
  So I do think that I think it is a common excuse
• 20:28
  It's a vehicle, the salesman, or something.
• 20:31
  What do you think it is? A lot of the time.
• 20:33
  Yeah, I mean, that's actually taught in the car business a lot.
• 20:36
  It's three M's. It's the make or the vehicle, the car,
• 20:41
  me, or the money. So, yeah, that's it. Those are usually the three things that stop
• 20:46
  somebody from buying a car. The car itself, the salesperson, like Orta said, or the
• 20:51
  money behind it.
• 20:52
  So, I do commend you guys. You guys do that a lot.
• 20:54
  You guys don't give up on the customer. So, guys, come see us.
• 20:57
  I've been in other dealership where they tell you, oh, it's because I didn't like
• 21:01
  the salesman. Oh, and the salesman walked away and they're like, hey, can you show
• 21:05
  them this car? Yeah. And then I sell them right there.
• 21:07
  And then no way. And it happens.
• 21:10
  What do you think is the biggest mistakes customer make when shopping for a vehicle?
• 21:16
  Getting an appraisal from Kelley Blue Book.
• 21:23
  I always tell my customers, Kelley Blue Book is like Credit Karma.
• 21:26
  It doesn't tell you your correct
• 21:29
  score price. They put it as excellent and it's got like a ding, another ding there,
• 21:33
  a scratch. Yeah.
• 21:35
  What do you think about that one, Kirby? Like, what is the mistake you see customers
• 21:39
  make?
• 21:39
  Not doing your research on a vehicle. I mean, again, like, that's what we're here
• 21:43
  for. But sometimes they're like, oh, yeah, I need to do more research before coming
• 21:46
  in. Yeah. If research is like a big thing, I would do your research first and then,
• 21:52
  you know, check them out. Yeah. But again, if you really just want professional
• 21:57
  help, I mean, yeah, screw it. We'll help you out.
• 22:00
  But like, that's the thing. Like, sometimes there are some like, and I like to call
• 22:05
  them smart buyers because you want to know what you're buying before you, you know,
• 22:08
  you pull the trigger.
• 22:09
  But that being said, if you guys have questions regarding what kind of what is your
• 22:14
  situation, guys, send us a message on our social media.
• 22:17
  Come see us, come ask for any of these guys, and we'll guide you.
• 22:20
  What was the last deal you lost and why?
• 22:25
  My last deal was
• 22:30
  customer pulls in. They bought a truck seven months ago.
• 22:33
  They bought it with the last used car manager.
• 22:35
  Oh, okay. And then they were like, yeah, we're ready to go ahead and trade out of
• 22:39
  it. I was like, well, why do you want to trade out of it so soon?
• 22:42
  You just got it like seven months ago. Things you want to fact find.
• 22:45
  Yeah, like, well, why what changed since those last seven months?
• 22:48
  Well, we don't need a diesel anymore. You know, I don't I'm not gonna use it.
• 22:51
  So my wife doesn't like it anymore, and the vehicle was for her.
• 22:54
  I bought the vehicle for her, but she doesn't want it anymore.
• 22:56
  So now she wants a charger. Like, okay, great.
• 22:59
  Showed them a grand Cherokee, showed them a charger.
• 23:01
  This grand Cherokee was just because I have a family.
• 23:03
  Yeah. But showed them the charger. They loved the car.
• 23:07
  I was getting
• 23:09
  the info into the CRM, I was asking, okay, okay, well, little things like how much
• 23:13
  are you paying a month, which bank are you currently financing?
• 23:16
  And like, how did you get your payments so low?
• 23:17
  Because that's low for a vehicle like that.
• 23:19
  And he's like, well, I put $8,000 back then, but now I only have like $1,000.
• 23:24
  I'm like, oh, so there's a difference from back then to now.
• 23:27
  So then later on, I found out, what's about, we run numbers and everything.
• 23:31
  Things are great. Get a commitment. Credit.
• 23:35
  Their credit isn't that high, especially because they were going from a $30,000 loan
• 23:40
  to now a $90,000 loan. And top of that, back then they had money down.
• 23:45
  Now they don't. And then got a co-signer.
• 23:48
  Cosigner was a first-time buyer, got them approved, but they only got approved for
• 23:51
  $30,000. Oh, so yeah, things like that. That was my last deal, and I couldn't get
• 23:56
  done. Wow, try getting another co-signer, nothing.
• 23:59
  Try getting some more money down. It's like, yeah, dude, I haven't even gotten paid
• 24:03
  yet.
• 24:03
  That's that's sometimes that happens. Like, people sometimes don't understand that
• 24:09
  the average trading period is three to four years.
• 24:13
  So, sometimes you're gonna hear some hard truths because we are trying to be as
• 24:17
  transparent as possible. And we'll let you know that you know, trading periods are
• 24:21
  three to four years, Mr. Customer.
• 24:23
  You're in this position, I you know. So, I think it's it's important to like Adrian
• 24:28
  mentioned to just stay transparent and explain to the customer that no, you like
• 24:32
  it's you're not gonna be at the same payment if you just got a vehicle six months
• 24:36
  ago.
• 24:36
  What's the most negative equity you've seen?
• 24:38
  I have a customer, $41,000 upside down. No way.
• 24:43
  And the vehicle, unfortunately, that he wants,
• 24:46
  it's a specialty vehicle and does not have any rebates, does not have nothing.
• 24:50
  So we cannot carry some of that negative equity.
• 24:54
  And
• 24:55
  In order to be at the payment that he wants, like that vehicle, that specific
• 24:59
  vehicle doesn't work out because he's got...
• 25:01
  So he had just bought a truck and then traded it in and then only had it for like a
• 25:07
  year and a half. And he wants to trade it in again.
• 25:09
  Yeah. And yeah, $41,000.
• 25:12
  I also have another one right now with a 30-some, like almost 40,000.
• 25:16
  And unfortunately, you see that a lot.
• 25:17
  So, Kirby, what is something that you would recommend to a customer?
• 25:21
  Always cover your taxes. Yeah. That's one thing that I try to do with my customers.
• 25:26
  I tell them to always put your taxes down.
• 25:28
  And I always coach them.
• 25:29
  That's something that I also recommend doing and coaching customers to hey, like
• 25:33
  let's put your taxes down. Let's, I think it's important to educate the customer.
• 25:37
  That way, like you said, like they, that's why you have like repeat business because
• 25:41
  you're transparent, you explain the process all the way through.
• 25:44
  And of course, there's no
• 25:47
  hidden fees or there's no, like, you're not misleading the customer.
• 25:50
  So I'm going to end the podcast. We're wrapping things up.
• 25:53
  Thank you guys so much for joining the Smoke Break Podcast.
• 25:56
  We'll see you guys on the next one. Thank you guys for joining us.
• 25:58
  Peace.