Dear Findlay Cadillac: This is how you lose a potential customer
1. Treat them like a poor relation because they drove up in a car you don't consider "luxury." Keep repeating this is a "luxury car" dealership.
2. Ignore the customer's list of must haves, and keep trying to sell them a 2015 model that doesn't have what they want.
3. Call over your supervisor and have him try to hard sell you a car you've made clear you don't want.
If you're such a great dealership, why do you have so many 2015 models on the lot, when the 2017's should be out soon?