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Monday, April 29, 2013

The Premium Club: It’s Getting Harder To Join

Back in the mid-’90s, I sat and listened as Audi designer Peter Schreyer — now the man responsible for all those good-looking Kias — ran through the media briefing for the C5 Audi A6. Smooth and rounded, sporting bumpers that blended almost seamlessly into the bodywork with a determination not seen since the Porsche 928, that A6 was a striking car: original and fresh and modern, yet timeless and elegant. It still looks good 15 years later.

Schreyer’s A6, plus Freeman Thomas’ Bauhaus-inspired TT coupe that followed it onto the market a few months later, marked the turning point at which Audi truly began its transformation from a slightly obscure and faintly eccentric Bavarian automaker to a full-fledged member of the Premium Club.

Ah, yes — the Premium Club. It gives you permission to charge significantly more money for your car than the other guy can, to exploit the fact that in terms of the actual materials and labor costs, it doesn’t really take that much more money to build a BMW than it does a Chevy. Membership in the Premium Club is the modern auto industry’s golden ticket. Why? Because although premium (or luxury) cars account for just 12 percent of global vehicle sales, they generate 50 percent of global auto industry profits. No wonder everyone wants to join.

Getting into the Premium Club used to be fairly straightforward: You just built a car that was faster and sportier; or more lavishly equipped and strikingly designed; or smoother, quieter, and more robustly engineered than the run-of-the-mill stuff. Then you charged a premium price for it. And because rich people bought your cars, people who wanted to be rich wanted to drive your cars, too.

It may have been straightforward, but it wasn’t necessarily easy. The Premium Club is surrounded by the graves of carmakers that got it wrong, from Duesenberg and Hispano Suiza to Facel Vega and Bizzarini. Cadillac, a foundation member of the club, is knocking on the front door and trying to get back inside after spending most of the past four decades in the maroon velour and plastic wood wilderness. Lincoln, another former member that forgot the rules, is still shuffling along the road holding its pants up with one hand and trying to remember where the door is.

Unfortunately, the problem for any automaker wanting to join the Premium Club these days is that many of the differences in design, quality, and functional attributes that clearly defined who was — and was not — a member even 15 years ago are no longer obvious. You can now buy a Chrysler sedan with an eight-speed automatic transmission, a Chevy with 580 hp, and a Ford that looks like it was designed by Aston Martin. Everyone has anti-lock brakes and stability control and airbags and engines that are cleaner and more efficient and require little maintenance.

So what makes people pay more money for a car that does more or less the same stuff as half a dozen others? Is it simply badge snobbery?

In many cases, probably — I’ve never forgotten a California Mercedes-Benz dealer telling me a few years back about the woman who walked into his shop and said: “I have $369 a month left over. What can I lease?” Engineering technology, safety, and 125 years of history be damned. She didn’t care whether it was a C-Class, an SLK, or a G-wagen. All she wanted was to drive the three-pointed star.

Nineteenth-century Irish writer Oscar Wilde once suggested a cynic is someone who knows the price of everything, and the value of nothing. I wonder what he’d say about many of today’s luxury car buyers.

Friday, April 26, 2013

Lincoln Set for Big Rebound in 2013

April 26th, 2013 by Armaan Almeida

After recent production difficulties and the lowest sales figures in 30 years, The Lincoln Motor Company is on the rebound, brand chief Jim Farley says.

Ford’s 2012/2013 reinvention of its struggling luxury marque, bringing a new name, millions spent on Super Bowl advertising and an all-new sedan, the 2013 Lincoln MKZ, has not gone as well as expected. For the last several months, the MKZ has seen delays in making its way from the factory in Hermosillo, Mexico to dealerships, as Ford has sent each Ford Fusion-based luxury midsize to home base in Flat Rock, Michigan for extra quality inspection. This left potential buyers in the cold, unable to find the car they wanted, as well as confirmed buyers waiting months for delivery.

Now MKZ production has stabilized with normal inventories on hand, Ford says. Interest in the MKZ has been promising, especially for the 45-combined-mpg MKZ Hybrid variant. New versions of the larger MKS sedan, the MKT crossover and Navigator luxury SUV are all coming by 2015, with Lincoln promising increased quality and more differentiation from the Ford products on which these vehicles are based.

Will Lincoln ever again reach its 1990 sales record of 231,660 vehicles? First they’ll need to steal buyers away from Cadillac and Lexus, a tall order, to be sure. Riding high on strong profits from its bread-and-butter namesake brand, FoMoCo is committed to returning Lincoln to its glory days. Whether they’ll be able to pull it off depends on the cars themselves.

Tesla offers idiot-proof battery warranty

NEW YORK (CNNMoney)

The battery is covered even if an owner fails to follow charging guidelines laid out in the owners' manual. "Any product that needs a manual to work is broken," Musk said.

The only cases in which Tesla (TSLA) would not honor a battery warranty would be a case in which a customer deliberately attempted to damage or destroy the battery, he said.

"If you take a blow-torch to the battery pack or blow it up or use it for target practice" the warranty would be voided, Musk said. Also, of course Tesla would not cover battery damage resulting from a crash. Car insurance will have to pay for that.

The Model S batteries will continue to be covered by either an eight year, 125,000 warranty or an eight-year unlimited mile warranty depending on the size of the battery pack in the car. (The Model S is sold with two different size battery packs.)

So far, Musk said, Tesla has not had a single problem with the batteries themselves failing. Any failures that have occurred have been due to faulty computer chips and other components.

The automaker also announced other improvements to the service it offers Model S owners including nicer loaner cars. "Our service is OK and it needs to be great," Tesla CEO Elon Musk said in a conference call with reporters.

When the vehicles need service, rather than having owners bring their cars to Tesla service centers themselves, Tesla will pick up the cars and owners will be given loaner cars. Tesla's loaner car fleet will now include only top-of-the-line Model S cars, equipped with the 265 mile long-range battery packs, and Tesla Roadster sports cars.

Gallery - 8 collectible SUVs

The loaner cars will also be available for sale, at a discounted price, should a Tesla owner decide he or she likes the loaner better than the car he already owns. Tesla also made the previously-required annual service visit entirely optional. The warranty will now be honored even if a Tesla owner never brings the car in for service.

Tesla cars are repaired at service centers that are separate from the showrooms in which the cars are sold. It's a novel system that has brought Tesla into conflict with traditional auto dealers in some parts of the country. "I've told the Tesla service division that their job is never to make a profit," Musk said. Most auto dealerships make a large portion of their profits from the service department which, Musk pointed out, creates a conflict of interest when it comes to product quality.

"I hate the idea of making money because our product broke," said Musk. "That's just wrong."

These changes to Tesla's service come shortly after Tesla announced new financing options for its electric cars. Tesla is working on improvements to the recently announced financing plan, Musk said in an interview.

"We're going to come out with a modified or improved version as soon as we can get things squared away with our banking partners," he said.

So far, Tesla has sold about 7,000 Model S cars since they went on sale late last year.

First Published: April 26, 2013: 4:05 PM ET

Volkswagen Announces 10-Speed Dual-Clutch Automatic, High-Performance Diesel


Volkswagen CEO Martin Winterkorn today announced at the Vienna motor symposium that his brand will produce a 10-speed dual-clutch automatic and a new high-performance diesel engine. In a speech in front of hundreds of engineers in Vienna’s Hofburg Palace, Winterkorn spoke of “the extremely wide gear-ratio spread, the reduced rpm range, and other improvements with regards to the gear-tooth system and friction.” The gear-ration spread exceeds 10:1—for reference, the six-speed DSG found in today’s GTI has a ratio spread of less than 5:1 and the brand’s seven-speed dual-clutch unit has a spread of 7.8:1—and the transmission is suitable for a torque range of more than 369 lb-ft.

The 10-speed DCT catapults Volkswagen to the head of the gears-available class. No other dual-clutch transmission with 10 cogs has been announced so far. ZF is working on a nine-speed torque-converter automatic, which will feature a gear-ratio spread of 9.84:1, and Hyundai will offer a 10-speed torque-converter automatic in the next-generation Genesis.

Winterkorn also announced that Volkswagen’s upcoming high-performance diesel is capable of producing 134 horsepower per liter of displacement. The engine is fitted with an optimized variable valvetrain, a high-pressure fuel-injection system that operates at extremely high pressures ranging from 2500 to 3000 bar, and a combination of a turbocharged and an electric supercharger VW is referring to as eBooster.

Further details about either the new 10-speed auto or the high-performance diesel aren’t available as yet, but we’ll pass along any further details from the symposium in Vienna as we gather them.


Car Salesman Confidential: How Your Car Salesman Sees You, Part 1

I once worked with a salesman who saw a young couple walking across the parking lot about fifty yards away, looking at cars, and after warching them for a short time, made the following observation:

“They’re high school sweethearts, no college education, military background, he’s the one with the job and all the money, but she’s the one who’s in charge.”

I looked at him and said “And you know all this just from looking at them?”

My cohort nodded like it was an established fact. He honestly believed he had correctly summed up this couple’s entire relationship after observing them for a grand total of five seconds from fifty yards. The funny thing is, he may have been right… because he sold them a car later that day.

In car sales, you have to be able to size people up quickly and figure out how to communicate with them on their level — i.e., “build rapport”– or you risk losing a sale. So, after you’ve been selling for awhile you start developing bad habits. One of the worst of these is “pre-qualifying,” or stereotyping, people based on their appearance and little else other than a gut feeling. Basically, salesmen break customers down into five different types. These are:

1. The Tire Kicker, or Stroke2. The Laydown, or Flopper3. “Nice People”4. Bogues5. Mooches

I’ll deal with the first three this week, and the last two in our next segment.

The Tire Kicker

The Tire Kicker is normally benign. He could be a retired Air Force Colonel with nothing to do who likes to sit around and shoot the breeze with the salesmen. Or, he may be a woman with a car in service who’s wandering around the lot, coffee in hand, killing time while her oil is changed. Then there are the car enthusiasts, who stop by to drool over the latest Corvette or Shelby GT-500, or whatever. Everyone understands these folks aren’t going to buy a car in the near future, and they never make much demand on your time.

But there’s also a malevolent version of the Tire Kicker, known as The Stroke. A Stroke is a customer who gives every indication of buying, and takes up a great deal of your time and energy making you go through the motions . . . but never actually buys anything. These people have no respect for your time and are universally hated by car salesmen.

A Stroke will ask you to show him a vehicle… and then another vehicle… and then another… and after you’ve spent an hour or two test driving four different cars and appraising his trade-in and presenting numbers, they’ll always find some excuse and leave. There was one notorious Stroke I knew who would show up at my dealership every four or five months, ask for me, and proceed to convince me he was finally, ready to trade in his low mileage, cream puff VW Cabriolet on something new. But no matter what kind of deal we gave him he would never commit. He would always say “You know, that’s a great deal, but I really like my car. I think I’m going to hang onto it just a little bit longer.” I ‘m ashamed to say I allowed this guy to do this to me for nearly three years. Hope springs eternal in the heart of every salesman, I guess. After that, every time I saw him I’d run the other way.

The Laydown

The Laydown is every salesman’s dream. Why? Because they come in, look at a car, and buy it. Simple as that. And they usually pay full sticker — or close to it.

I generally prefer the term “Flopper,” which comes from a salesman friend of mine named Tony, who loves to fish. Tony defines a Flopper as a fish that doesn’t wait for you to bait your hook and drop it in the water. The minute he sees you coming he jumps in the boat and flops around, waiting for you to club him with an oar and put him in the icebox. In fact, at Tony’s dealership we even had a special award for the salesman with the most Floppers that month — The Golden Oar. Try explaining that award to your next customer!

Now, a lot of folks are probably thinking that Floppers aren’t very smart and aren’t respected by salespeople. That’s not the case. Some Laydowns aren’t very savvy, it’s true. But many are extremely intelligent, educated, capable people– doctors, attorneys, business owners, etc. — who see the value in your product, have the means to buy it, and do so. The difference between them and other people is they value their time more than the tiny amount of money they’ll save by spending four hours at a dealership, haggling with a salesman. Which leads me to Category Three:

Nice People

I have one customer who calls me up at least twice a year and says “Mark, I need another truck like the one you got me before, although this time I don’t need the tool racks installed. Have you got one?” And I either say “Yes, Jim, I have one,” or “No, but I can get it.” Then he’ll say “I’ll be in next Tuesday morning to pick it up. Can you have all the paperwork ready?”

And that’s it. Badda bing, we’re done. We always give Jim a good discount — even though he never asks for one — because he’s a repeat customer and he’s easy to deal with. Jim’s not stupid. Far from it. The first vehicle I sold him he beat me up pretty bad. But once I had proven myself, and shown him I could be trusted, he never beat me up again.

The reason? Jim runs a successful heating and air conditioning business. He simply can’t afford to drive around from one dealership to the next, dickering over a few hundred dollars. So he establishes a relationship with a salesman like me, makes it clear how he wants things done, and counts on me to save him time and trouble. I’m quite sure if I ever failed to make Jim happy he’d stop buying from me and go somewhere else. But he’s not the type to sit there and fight me over a six dollar and fifty cent fee that I can’t do anything about. That’s why I consider him, and people like him, nice people. They want a good deal, but more importantly, they want respect. And attention to their needs. If you give them that, they won’t go after the last penny in your pocket.

Next time I’ll be talking about everybody’s favorites, Bogues and Mooches. Stay tuned!