Adding my experience here with FIAT.. The Sole decision to go for FIAT was inspired by a very good friend of mine who was contemplating buying a RITZ/FIGO but ended by with a FIAT Punto.. his ownership experience coupled with posts on T-BHP ( especially the threads from J Ravi Sir and other FIAT Owners) just changed my outlook towards fiat (FIAT was not even in the list when i first decided to upgrade from my M800). As rightly said by Fiatlover a satisfied customer can bring in repeat business. This rule is the mother of all good business practices and applicable in all scenarios.. I would say the conversation with my friend was the deal winner rather than experience with Sales guy ( Though i had very good demo & TD of the car). The buying experience mainly paperwork and attitude of Dealer was mediocre but i had already decided on FIAT and hence i was not bothered much..