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The New Buyer Journey Best Practices for 2021 and Beyond

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The Future is Now By now, many dealers have accepted that digital retailing is here to stay. But with online-only retailers boiling down multiple dealership visits into a single all-in-one-experience, simply offering online purchasing options isn't enough for brick-and- mortar dealers to compete. Rapid digitalization has changed the vehicle buying journey – which means dealers need to embrace new tactics and approaches for guiding buyers and building trust. ALMOST 60% OF BUYERS WHO PURCHASED A VEHICLE DURING THE PEAK OF THE PANDEMIC COMPLETED AT LEAST A PORTION OF THEIR PURCHASE ONLINE. IHS Markit, November 2020

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