I sold Fords in Denver (briefly as a respite from nursing) The indoctrination was truly a marvel. First there was the 'new math' that demonstrates how leasing is better for everbody, then came the BS videos (like WallyGator shared) then the real gem: There are 2 kinds of customers 1) piece-of-shit = someone smart enough to walk away from a bad deal 2) rollover = someone dumb enough to go for it. No kidding, actual language used by management on down. No respect...just contempt for all. When someone had an after-sale problem, or even a question, the hostility and paranoia was reflexive. Such an environment is the norm at most dealerships and has nothing to do with brand , country-of-origin, etc. There are many exceptions! It's worth your time to find them. Nowadays, I expect candid, bottomline-first negotiations ( no back and forth to the Tower crap). I let them make profit on extended warranties, holdbacks, internal incentives, but the numbers had better be close to what my homework revealed. If not, I know I've been labeled and it's time to go. I don't mind sharing how genuinely peeved (For days!) mgt was after a disgruntled customer spent his afternoon waiting...with a razor to all indoor upholstery and a few cars as well. I'll bet it made him feel better
'sure gave me a chuckle.