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I think we first need to identify what percentage of customers care most about a good experience.

I believe many purchase and dealership decisions are driven by other factors.

1. Incentives - FREE iPad with every car!
2. Facility - New facilities always seem to draw in new customers organically
3. Price point displayed online - these customers haven't seen your dealership in person and have never spoken to a sales person. The only impression they have is your website and the prices
4. etc