“Dealer cost is three hundred dollars,” he said.
Emma blinked.
Claire, passing nearby, laughed.
“You forgot who you’re selling to.”
Emma covered her face.
Walter smiled.
“Keep it on the menu. Just don’t expect me to buy it.”
By early afternoon, the sale was complete.
Walter signed the final page.
Emma stared at the paperwork for half a second.
It was the first sale of her life.
And it was worth more than many people earned in several years.
Walter noticed her expression.
“Don’t get excited about the number.”
She looked up.
“Why not?”
“Because the next person might buy a twenty-thousand-dollar used car.”
He capped the pen.
“And if you treat that customer differently because the commission is smaller, then you learned nothing today.”
Emma nodded.
“I understand.”
“Good.”
Claire walked over.
“Congratulations.”
Emma smiled.
“Thank you.”
Walter handed Claire the keys to the black Imperial.
“Have this delivered to my house tomorrow.”
Claire looked surprised.
“You’re not driving it?”
“I brought my truck.”
“You’re going back to the truck after buying this?”
“It has my tools in it.”
Claire shook her head.
Walter looked at Emma.
“The white one goes to my daughter’s house.”
“Does she know?”
“No.”
“Is that wise?”
“Absolutely not.”
Emma laughed.
Walter stood.
As he reached for his cap, a man in a gray suit entered the showroom.
He looked around, uncertain.
He was in his early fifties, carrying a worn leather folder.
One of the salespeople started toward him.
Walter watched.
The salesman smiled.
“Good afternoon, sir. Welcome to Sterling Crown. What can I help you find?”
The man relaxed slightly.
Walter looked at Claire.
“Good.”
She nodded.
But the story did not end there.
The following Monday, Claire called an all-staff meeting at seven-thirty in the morning.
Walter was not present.
Tyler’s desk had been cleared.
His name had disappeared from the digital sales board.
Employees gathered near the conference room.
Claire stood at the front with a stack of folders.
“We’re changing how we evaluate customer experience.”
Several people exchanged glances.
She continued.
“From now on, walk-in customers will be distributed evenly. No salesperson may reject a customer based on clothing, age, vehicle, accent, perceived income, or whether they appear likely to buy immediately.”
A senior salesman raised his hand.
“What if they’re clearly just browsing?”
“Then help them browse.”
“What if they say they’re not buying?”
“Then answer their questions.”
He nodded.
Claire continued.
“We’re also adding follow-up surveys for customers who leave without purchasing.”
That caused more concern than anything else.
One salesman muttered, “That’s going to be brutal.”
Claire heard him.
“Yes.”