I gotcha... just don't agree with all of it.
Lemme play Devil's Advocate (and I mean this.... making absolutely no claims to the veracity of these possibilities:
Q: If our websites are so awesome, then why do customers come in with soooo many questions?
A: Because customers are lazy.
But -- there's absolutely no argument that customers arrive at the dealership MUCH more informed and knowledgable than the past.
Q: If our websites are so awesome, then why don't all customers say "where is the red Kia Soul, stock #144235a?
A: Because customers are lazy.
Do customers come-in today and say, "Show me #144235a?" They certainly do. Do ALL customers do anything ALL the time in ANY vertical??
Q: If our websites are so awesome, then why is negotiated Price discovery still expected by the car shopper?
A: Because there is no such thing as One Price.
When I first got into Sales, I had a (joke) refrain: this business would be great, except for the cars and the customers. LOL! 
