C H A P T E R 11
Sins of Commission
Be Careful What You Pay For, You May Get It
ON A SUNNY SUNDAY AFTERNOON, my wife Kathleen and I went to Putnam Toyota in Burlingame, California, to test-drive a Camry. When we told the salesperson that we were deciding between the Camry and a couple of other cars and would probably not make a purchase that afternoon, he sent us down to the block to the place where the Camrys were kept, essentially blowing us off so he could wait on the next customer. This man, like most car salespeople, was paid by commission—encouraged to “move metal” and given no reward for building dealer loyalty. He did, in other words, just what he was being paid to do—and that did not include wasting time on people who weren’t going ...
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