Customer expectation has morphed several times over the last several years. Today, the person’s experience is more important than budget. The most successful dealerships are changing their usual way of doing things to adapt to the next wave of consumers.
Buyers now start their car buying process online up to 99% of the time. Some take steps toward buying their car before setting foot in the store, cutting their in-store time down to about ninety minutes. Even those who didn’t start the check-out process online have spent hours researching and know what they want when they arrive.
Couple this well-informed buyer with a society that values a fast pace and high efficiency, and dealerships must make the most out of every minute they have with their buyer (or risk death by bad reviews).