Have you ever stood in a long bank line where one of the bank tellers has an open wicket with no customer? You know that they can see that there is a line yet they don't even acknowledge you or anyone else in the line. Although only a couple of minutes has passed, it seems as if it has been an eternity! To make matters worse, you feel that the teller and ultimately the bank doesn't care about your business as they are making you wait when clearly there is a teller available. Are they really available? Perhaps they are off shift or are balancing the days banking transactions. It isn't that they aren't working, rather it is your perception that they aren't working for you. After all, their perception is their reality even if isn't actually accurate.
Sometimes salespeople have appointments that are coming in and they don't want to engage with a walk in customer. They want to be ready and available for their appointment when they walk through the showroom doors. Unfortunately, the customer that has just entered and is waiting to be helped doesn't know that you have an appointment. They surely are not mind readers. All they see is a salesperson who isn't willing to assist them. They may even think that you are pre-judging whether or not they can buy a vehicle. Either way, they may be formulating a negative opinion of you, your dealership and perhaps even the brand that might in turn decrease the probability of them doing business with you.
If this happens in your dealership, make sure to acknowledge the customer promptly. Try to find another salesperson who might be available to assist them. If there isn't anyone else available to assist the customer then tell them that you have a pre-scheduled appointment coming in but you would be more than happy to assist them until they show up. Suggest to them that you will attempt to find another salesperson to take over where you left off. You just might find that the customer might want to continue working with you and would be willing to schedule an appointment to come back!
Have a terrific day!