Say hello… not uh-oh!

Shopping online at carshop.com is convenient, but there are still lots of reasons to see a car in person. Cranberry Sales Manager Christina Horstman talks about why she recommends a test-drive. 

What does a customer stand to gain by taking a test drive? 

Christina: Well, of course, it’s the feel. Do you fit in it, that's a big thing. Where are the blind spots? How do the kids’ car seats fit? You’ll never know unless you bring them and see. My father was an avid golfer, but he usually takes two guys with him. So when he came to buy a car here, I said “Bring three sets of clubs, because some car trunks, one might fit, but three might not.” We have people bringing hockey sticks because they drive their kids to hockey. Does that hockey stick fit in a Subaru Crosstrek? If it doesn't, maybe the Crosstrek is not for you. 

Are there instances where people say “I definitely want car A,” and they walk away with car B? 

Christina: It actually happened to me. I had always driven Toyotas, and I was sure I wanted a 4runner. So I went in, and I sat in one. Loved it. Did a test drive. Felt great. Well, whoever was driving before me had the air conditioning on full-blast. And — I’m not the tallest person — I go to turn down the air, and I couldn't reach the button. I literally could not reach it. I realized I would have to let go of the steering wheel to click it off. Right then, I realized I cannot buy this car. And I was shocked because I had pictures of 4runners. I knew that's what I wanted. Now I had to change my plans, because, number one, it was a safety hazard and two — is anything more annoying than not being able to reach your own dash? I ended up buying a Honda.

Is it common people change their minds? 

Christina: I once saw a really cool report that tracked what cars customers clicked on a website, and what they actually ended up buying. And they were very different. Customers will come in, and they'll see something that has a feature they didn't know they really needed like a backup camera or heated seats. It's kind of like when you go to an Applebee's or Chili's, and the waiter walks by with the fajitas. And you hear it sizzling as it goes by and you say, “Ooh, that looks good, too.” 

Does it help that CarShop has so many makes and models?

Christina: It’s like being at a restaurant and having more on the menu. We get people — their neighbor has a Nissan Rogue, their sister had a Rogue, so they come in and say, “I like Rogues.” But once you ask them a few questions, you realize there are similar models that might be better, based on the priorities they pick. And they'll go, “Oh, you know, I never thought of that. And it's still in my price range.” At CarShop, we’re lucky that we have pretty much all the models, so they can see and drive them all here. 

How does the sales process work? 

Christina: At CarShop, it’s never about selling. We are the guide. But to help you find the right one for you, we do ask questions. What are you going to do with this car? Is it a vehicle you just want for commutes? Will you take it on vacation? How big is the family? Will you take it on a date? We talk to people every day, so we know important considerations customers have overlooked in the past. We're here to educate you on safety ratings, we're here to educate you on features, maybe the best ways to finance. When we talk to customers, the first thing we tell them is we're not commission-based, meaning there's no hidden agenda in the way we advise you, it's all about your needs. That’s why, when you go a test drive, we’re never in the back seat. I say, “I'm not going with you, because I'm not part of the decision.” 

Have you ever had people change their minds, even after a test-drive? 

Christina: That’s what our five-day return guarantee is for. Because even when you come in, you may not know after a 15-minute test drive if that headrest bothers your neck. I had a gentleman come in and drive a Nissan Altima on a Saturday, and he absolutely loved it. So he bought it. Tuesday, he calls me and said, “Christina, I have to return the car.” Naturally, with our 5-day return guarantee, that’s not a problem, no questions asked, but he tells me the reason. He says,“I'm a police officer. Monday I got dressed. I’ve got my vest and my belt on, and I don't fit.” So even a test-drive isn’t 100% foolproof. That said, if you haven’t driven a car, I ‘d really recommend an in-person visit.. When I talk to customers over the phone, I say. “Do me a favor. Just come over and drive one. I’d feel so much more comfortable.”

Schedule a test drive online! We’ll have it waiting when you come in.