n our first article (“How to Measure Dealership Service and After-Sale Support,” RV Enthusiast April 2024) we explored how to choose an RV dealer based on their service operations. In this column, I’m excited to continue this journey — this time, focusing on the sales side of things.
How do you pick a dealer based on their sales operations? The sales process is integral to your overall RV ownership experience. Let’s break down what makes a good sales operation — and how you can make an informed choice when selecting your RV dealer.
Engagement and First Impressions: Your first interaction with a dealership is crucial. Whether you reach out online, make a phone call or walk into the store, the initial engagement sets the tone. The best RV salespeople aren’t just trying to sell you something — they genuinely want to understand your needs. They’ll ask questions about your lifestyle, what you’re looking for in an RV, how you plan to use it, who is going camping with you, and more. This customer-focused approach is about matching you with the right RV, not just closing a sale. You should be able to feel it when a dealership is honestly trying to help. So when you’re visiting a dealership, pay attention to whether the salesperson is asking about you and your needs, or if they’re just pushing a sale. If they are pushy — run.
Product Knowledge and Training: A good sales team knows their stuff. They should be well-versed in the features of each RV and how those features can meet your needs. It’s not just about doing a “show and tell” around the lot. The best salespeople take the time to learn about you first, then use their product knowledge to match you with the right RV. They know which models have the safety features you need, the color options you prefer and the floorplans that will work best for your family. This depth of knowledge ensures you’re getting an RV that truly suits you. Ask your salesperson specific questions about different RV models and see how confidently they respond. It doesn’t hurt to have a little product knowledge walking in, and then testing to see what answers you get!
Inventory Management and Presentation: When you visit a dealership, take a good look at the inventory. Are the RVs well-maintained and clean, or do they look neglected? How a dealer takes care of their on-the-ground inventory says a lot about how they’ll care for your RV when it’s time for delivery. First impressions matter. If the dealership looks like a well-tended fruit stand, with “apples” polished daily, it shows they care about their product and, by extension, their customers. This attention to detail is crucial. Walk around the lot and notice if the RVs are clean and in good condition; it’s a good indicator of how much the dealer cares.
Transparency in Pricing and Fees: Let’s talk about pricing. Some dealers lure you in with low prices — but then tack on excessive fees that don’t reflect actual costs. Good dealerships, however, are upfront about all charges and will let you know what the price looks like on the initial quote. They have fees that cover legitimate expenses like freight and preparation costs. If a dealer isn’t transparent about their pricing, it should raise a red flag. If they’re hiding fees, what else might they be hiding? Transparency in financial dealings is a hallmark of a trustworthy dealership. Before making a purchase, ask for a detailed breakdown of all costs and fees to ensure there are no hidden surprises.
Post-Sale Engagement: Buying an RV is just the beginning of your journey. The best dealerships don’t vanish after the sale; they remain engaged with you throughout your RV ownership. They should be available to answer questions, provide support and help you navigate any issues that arise. This ongoing relationship is key to a positive RV ownership experience. Make sure your dealer is committed to being there for you long after you drive off the lot. Ask about their post-sale services — and how they stay connected with their customers.
What’s it all mean? Picking the right RV dealer based on their sales operations can make or break your RV ownership experience. Look for a dealership that engages with you from the start, has extensive product knowledge, maintains transparency in pricing, takes excellent care of their inventory and stays engaged after the sale. These qualities will ensure you have a positive and fulfilling RV journey.
In our next article, we’ll talk about the importance of community involvement — and how it can enhance your relationship with your RV dealer.
Ben Hirsch is the Chief Operating Officer of Campers Inn RV, the nation’s largest family-owned and operated RV dealer group with over 35 stores across the country. Ben joined the family business in 2013 and helped the company acquire or develop 30+ locations in 8 years. He previously served in the U.S. Army for 8 years, achieved the rank of Captain, and was a UH-60 Blackhawk helicopter pilot. Ben is a graduate of West Point and holds an MBA from the Wharton Business School.