Questions to Ask

The way any employee performs is directly related to the way he or she receives compensation for their service. This is true for janitors, CEOs, and even our valued sales staff at our dealership. We feel that the way our sales staff is paid directly affects his or her attitude and desire to take care of our customers.

One of the biggest problems with the automotive industry is the traditional way in which sales consultants are paid. Many dealerships reward sales consultants only for high volume and high margin. Often times that pay plan will lead to pushy and aggressive sales personnel. Fortunately, our core philosophy stems from taking care of our customers and making the automobile buying and service experience unforgettable. We are focused on keeping a customer for life – because we feel that you’ll be so happy here that you won’t ever want to go anywhere else.

Our solution to the normal dealership compensation issue is a combination of our focus on training and on our system of compensation. Multiple factors in our compensation plan include compensation for units sold and for customer service processes followed. In addition, our sales force is trained for over four weeks in our training center, on the sales floor with a mentor at the beginning of their employment, and also daily from our managers and trainers in a formal training structure. We make sure that our sales consultants are taught and learn our processes and our philosophy, and that we reinforce our customer obsession daily. In addition, our compensation structure rewards individuals for long term service and customer retention. It is with this philosophy that we are able to enjoy our loyal customer base of thousands of satisfied vehicle owners.

At Esserman, we don’t sell cars – we help people invest in solutions for their needs.

An automobile dealer's integrity is the most important thing he or she has. Why?

While the sweetness of a low price disappears quickly, the bitterness of a broken promise lingers for a long time.

No vehicle is created perfectly. Problems do occur with even the most expensive automobiles from the most reliable brands. What makes or breaks the sweetness of any automobile purchase is the reputation of the dealer to deal with these rare yet inevitable problems. The most important aspect of buying your new vehicle is your dealer's sincere desire to handle every problem quickly and honestly with an eye toward maintaining your satisfaction.

At Esserman Automotive Group, we stand behind the vehicles that we sell and the service that we provide. Our commitment to you is to take care of all of your automotive needs, and to give you the same great care and service that you would expect for yourself, your friends and your family.

A "Good Deal" is the Holy Grail of purchasing a new or pre-owned automobile. A perception common among many of our new customers is that a "Good Deal" is only about price. Though fair and competitive pricing is obviously important to a good vehicle buying experience, our dealership has learned other important factors over the years that have satisfied thousands of valued customers.

Sales Consultant Experience

We have found that sales consultants with more experience and training produce more satisfaction in the customers they serve. A wealth of product knowledge, sound understanding of your needs and, above all, a desire to keep you satisfied throughout your ownership period are all areas on which our sales staff is focused, allow price negotiation, while still important, to be a secondary concern. We will provide you the right car at the right price, and take care of your needs going forward.

Dealer Reputation

Consistent customer satisfaction comes from the top down, which is why dealer reputation should also be considered when looking for that "Good Deal." The most experienced sales consultant cannot compensate for a dealer that only sees dollar signs when he or she looks at his customers. Many dealers take a "short-term" approach to earning your business. At Esserman International, we focus on customers for life. We believe and have proven over the years that if we satisfy all of our customers, the reward is generous through the repeat business and referral customers that flock to us year after year. With this mentality, the bottom line will always take care of itself.

Vehicle Selection

Settling for a car that doesn't satisfy your needs defeats even the best price. Our dealership thinks you shouldn't have to compromise your original intentions in your vehicle purchase. For that reason, we maintain a wide selection of vehicles to give you the greatest amount of choice during your vehicle buying experience. We want you to have the right vehicle at the right price, not the wrong vehicle at the right price.

High Quality Service

The greatest measure of any dealership is how they handle their customers when something goes wrong. A favorable price can be offset in the space of only a few unforeseen repairs. Good, reputable service during your ownership cycle is the highest consideration of every knowledgeable vehicle buyer. That's why the technicians in our service department are kept on the cutting edge of technology and training. Our service results and surveys provide feedback to our management to reinforce good behavior and correct poor performance through training and counseling. Please come in and ask to see the feedback from customers just like you – or click here for a sample of comments – we would love to share comments that others have made.

As you can see, a truly good deal is found by getting the right information from the right consultant at the right dealership so you can confidently make the right overall vehicle choice. It is true that we offer competitive prices, and we feel the best deal is the one that provides the best value to you for as long as you own or lease your vehicle.

We understand the importance of getting as many perspectives as possible when making your vehicle purchase. With the Internet, you have access to a tremendous wealth of resources to gain objective information to help you make an informed vehicle buying decision. Here are a few additional resources our customers have repeatedly mentioned as primary research sources:

www.esserman.com

On our website, we have compiled a number of resources that will help you in your purchase decision. From product information to web specials and helpful tips and advice, we have developed a strong offering of information to help you become a more informed buyer. You can even request service appointments fill out secure credit applications and request no-obligation test drives directly from our website.

Manufacturer websites

Get specifications straight from the horse's mouth by visiting the manufacturer websites for the vehicles that you are researching. www.acura.com / www.kia.com / www.vw.com . These sites provide comprehensive specification sheets and interactive resources to help you get a well-informed understanding of the technical components of the vehicle you are researching.

Edmunds.com

Edmunds.com provides a number of resources, one of the most valuable, a suite of tools that estimates the True Market Value (TMV) of a particular make or model in any market in the United States. Reviews and road tests also complement the large selection of resources available here.

When you request a www.edmunds.com TMV report, you get a customized price estimate based on your Zip Code, the vehicle you choose and your desired options. Your report also includes information on available rebates and incentives on your car. While no pricing guide is perfect, we have found that many of our customers are very happy using the Edmunds TMV guide as a gauge for the pricing on their buying decision.

At times, additional negotiation may be possible. We find that you will ALWAYS get the best possible price when you are sitting in our showroom and working directly with our sales managers and business managers. In addition, while you are here, we can discuss options such as special lease packages, executive demo vehicles and late model pre-owned vehicles which may also be available.

Black Book USA / Kelley Blue Book

The Black Book USA (www.blackbookusa.com) is one of a number of industry guides that indicate potential trade-in values. Kelley Blue Book (www.kbb.com) is another that is more focused toward the consumer market. With an easy-to-use searchable interface, you can access similar information to what we use in our professional appraisal process. Of course, this information is a guide, and as we discuss in our trade-in information section, the “average” pricing in the guide is a starting place for an actual value of a trade-in vehicle. From the guide, we get a basic price that is adjusted based on market conditions and demand, as well as any damage to the vehicle, necessary reconditioning and repairs. Click here to learn more about how to get the best value for your trade.

Getting an objective appraisal ensures you get the greatest dollar amount for your trade-in. That is why our dealership has a professional trade-in appraisal process on site to save you the time and money of finding a separate appraisal service. We can have your trade-in appraised while you are looking at new vehicles and working with your sales consultant to determine your next vehicle. During this process, you can discuss likes and dislikes about your present vehicle. The conversation with your sales consultant will help him or her find the new vehicle that is right for you. With the right information about your needs and wants, your sales consultant can focus on vehicles that fit your needs and we can make maximum use of your precious time with us. Click here[insert hyperlink to trade-in Q&A] to learn more about trades.

• Has my car ever been painted?
• Has my car ever had flood damage?
• Has my car ever been in an accident?
• What is the tread depth on my tires?
• Do all four of my tires match?
• Do all components of my car, both mechanical & electrical, work in accordance with manufacturer specifications?