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This is actually an interesting problem area. I think customers started getting used to the Amazon experience, and as that expectation ratcheted up, dealers tried to add more tools for customers to use.


One idea is a digital retailing program actually circumvents virtually every internal dealer process. What if a customer could fill out a credit app, secure a lender approval, look at cars in their range, pick a payment, buy VSC and GAP, and the company overnighted the entire deal jacket to the dealer? What if the customer shows up to the dealership to receive their car, and then off they go? Is something like that too hands off? Or would auto dealers appreciate being able to sell a car with virtually no labor whatsoever?