The Washington Auto Mall showcases world-class products

Gary Flannery, general manager of Washington Auto Mall, believes there is a common misconception as to how sales representatives can best go about satisfying customers. “Too often sales people think they need to be talking. We teach our employees that our business is a lot more about listening. If you listen to what customers are telling you, it makes your job pretty easy.”

With Toyota and Scion, Honda, and Hyundai dealerships, the Washington Auto Mall is the largest dealer group in Washington County. The group had its beginnings in the 1960s, doing business as a Toyota dealership. A Honda franchise was added in the 1970s, and in 2004 Hyundai was brought into the automotive fold. As business increased, two new state-of-the-art facilities were built to accommodate additional inventory and foot traffic.

Flannery attributes much of the group’s success to its dealer franchises. “We are fortunate,” said Flannery, “to represent world-class products that are the envy of the industry.”

Indeed, Toyota and Honda have earned a deserved reputation as innovators, often being the first to develop safety, comfort and fuel-economy features. A recent case in point is the Toyota Prius, the hybrid that became a top seller in the U.S. market. And Hyundai —a relative newcomer—made a significant mark last January when the 2009 Genesis was awarded first place in the North American Car of the Year competition.

As the Washington Auto Mall has grown, so has its commitment to customer service. The group has 22,000 square feet dedicated to servicing customer vehicles. In recognition of continuing efforts to provide the utmost in customer satisfaction, the various dealerships have received any number of awards. These include Honda’s President’s Award and Toyota’s Excellence Award, both highly prestigious.

In addition to new product, said Flannery, all three manufacturers offer outstanding certified pre-owned vehicle programs, which include an extended warranty. Pre-owned vehicles in general, he added, are in great demand right now. So much so that Washington Auto Mall keeps a minimum of 150-200 pre-owned vehicles on hand at all times.

Looking ahead, Flannery expects that the core models of the three manufacturers will have continued success. One especially interesting new entry, he noted, is Honda’s 2010 Insight Hybrid. “If anybody can come up with a competitor to Toyota’s Prius,” said Flannery, “it will be Honda.”

Washington Auto Malls’ general manager also said to keep an eye on Toyota’s 2010 Tundra and Tacoma trucks. The Tundra features a new V-8, while the compact Tacoma is a best-seller in its class. Both have a reputation for reliability, dependability and resale value.

Although gas prices have dropped from their highs, consumers, said Flannery, haven’t forgotten their impact. “Consumers now look at the total cost of automobile ownership, which includes the cost of the vehicle, its maintenance, and the fuel it uses.” And those, he believes, are areas where Toyota, Honda and Hyundai have the advantage.

And at the present time there is one more big advantage, but this one goes to the consumer: “Right now,” said Flannery, “incentives on new cars are as high as we have ever seen them.”