@EdBrooks- Love this quote "I'm convinced that how seamlessly the transition from online to offline happens is going to be a big determining factor in dealerships' success in the very near future". @BHavican- Your process is still very linear. Why do an interview if the customer already knows what they want? What if the customer wants to go on a test drive by themselves or is not interested in test driving the car at all? I can tell you from personal experience I would not be comfortable with someone telling me to wait and have a drink while they go and pull up another car because they have a "great idea". All that would do is frustrate me. While I'm waiting I would probably observe other customers waiting to go into F&I or for their sales person to return from their "great idea". Now my blood is starting to boil. I a Mom of 4 and a small business owner. I don't have time and I certainly don't trust anyone in the dealership. I am going to assume the sales person has an ulterior motive for showing me their "great idea". Even if it might make sense I won't consider it because I don't trust the process and certainly don't trust the person who is making a commission off my large purchase.