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Really interesting article! So you are talking about missing the human element of the sales interaction but figures have shown that, slowly but steadily, digital sales are the trend of the future. Is video chat the answer? I find it unlikely because if I'm buying a car online I'm in my sweatpants at home with no makeup on. The exception to that may be a vehicle I'm passionate about that I cannot find locally. Millenials and Gen Z don't like to talk on the phone so you miss that opportunity as well. Texting is an option but you lose warmth and inflection in texts and it would be hard to gauge the customer's reaction. On the digital side, I agree with you wholeheartedly about the transparency in pricing. Dealerships keep their internet prices vague in order to drive foot traffic but I think this only frustrates a generation that is used to instant gratification and the internet having all the answers. There doesn't seem to be a clear cut solution at this time and honestly it looks like every dealership is coming at it from a different angle and experimenting with a variety of systems and tools in order to figure what best works for them. It's an industry wide brainstorm at this point.