you are right jpjpjp, They have a very hard job, lots of knock backs, lots of wasters, its easy to deal with those if you know how to. I was involved in sales for over 15 years (escaped now) and i believe that corporate training has a part to blame in the "robot feel" that some experience when dealing with certain types of salespeople...if they threw away their training manual and just dealt with a customer on an individual basis, finding out their needs, making them feel comfortable with them and the company they are about to buy from, then show/sell the product that is relevant to the buyers needs and price range, and don't hide anything, then i believe that those who do not posses or use these skills will fall by the wayside and leave it open to dedicated, professional salespeople that we once used to find.
Having a 19 year old estate agent for example with little training come to your home and try to explain to you all of life's experiences, market trends all through a boring sales presentation on a laptop, which most does not have any relevance to me, but they have to plow on regardless etc, is going to wind some people up..."if he/she sat down and carried out the individual customer service that i previously mentioned and just talk in plain language then i for one would gain alot of respect for those that do, and furthermore they would sell more, easily and gain recommendation.
The best service lately i had from a main dealer was from Guy Salmon, Land Rover, Thames Ditton...very good all round, went the extra mile...will not go elsewhere now...that was after dealing with their namesake dealership near Maidstone, (service dept good....sales extrememly appaling...had four bad years with them until i realised drive a little further for better service), and another dealership in north kent...(couldn't add up!..long story and i think i have droned on enough now)