Tell-tale SIF signs include:
– a blank empty stare,
– redness of eye,
– difficulty in answering even the simplest of questions,
– wandering the lot aimlessly.

These behaviors are exactly what our SIF produces when he logs hundreds of hours in Internet-Auto-Shopping research.

This exhausted Shopper has spent the last 200 hours on his PC fighting the emotions of his “inner child”. The SIF shopper is to be considered a quality up as this lot walker has finally given up and will buy anything to end the agony.

Word from your DR pal, Joe.

By the way, Jeff, I never thought I’d ask this, but have you considered the Buick? That new Enclave is sick! I had a chance to drive one a couple weeks ago, and I was hugely impressed. I know, it’s a Buick…did your grandparents drive one too? But if it’s good enough for Tiger, it’s good enough for me (and maybe you).

Time: While there is limitless information online, most of our customers have limited time in this rapid paced world. Many of them look to the expertise and honest input of our sales reps to help them complete that research and make the best decision.

Simplicity: Every customer is not the same, and many want us to make the car buying process as simple as possible for them. Many of these folks use the internet to identify a dealer who has great deals, a great reputation, and can assist them in finding the vehicle they need.

Fortunately, the family I work with has multiple locations and brands, so that we can put our customer in the vehicle that best meets their needs, and not have their choice narrowed down to one manufacturer. While our market has changed rapidly, our customers still look to us to provide superior service and assistance in making this large purchase decision. You can have the best internet strategy in the world, but it still comes down to “people” to complete the process and create a satified customer! Kevin Frye/eCommerce Director/Jeff Wyler Automotive Family/www.wyler.com

We know that shoppers need and deserve some measure of information. How much each person needs is not the point so much as what each of us needs to obtain that information.

If dealer sites were better equipped with on-demand informative material versus sales material, retention levels on dealer sites could reach new heights.

Something to consider. -RG

When they have product / service to compare and are able to see the difference in quality and price it becomes a horse of a different color especially when they have found out they have been taken advantage of, over paid or get lousy service.

American Consumers thought they were happy when they only had American cars for the most part to choose from, they did not know any better, as the Chinese say, “Ignorance is sometimes bliss.” But is it really, maybe for some who use it to their advantage. When Germany and Japan began offering alternatives and choice the consumers began to move towards the new choices in ever increasing numbers.

By the way Jeff, I failed to see the Volvo XC 90 in your selection options, comparing this vehicle with the choices, the XC90, research will show, is the choice as it is arguably the most safe and best-engineered SUV on the highway…. And in addition it is favorably priced, according the comparison charts I have reviewed.

As Jeff pointed out it is a different market today, now we have the Korean companies producing high quality vehicles today, the Chinese manufacturers are right behind them with even more choice. Information is more readily available, most of it is good, solid information, women are a greater factor in the market place and they tend to be better informed and diligent.

Many dealer who address the needs of the new consumers will enjoy the rewards while many of the rest will rely on the credit challenged, tire kickers, consumers who enjoy rolling around the dealer showroom floor all day fighting to squeeze a few more dollars out of the store, and the bottom feeders where there is little profit to be gained.

Then there is the occasional consumer that rolls in and a lucky sales professional makes a big score that he/she brags about for the next 16 years, however these types of consumers are fading fast.

By the way, not to add more choice to the list, but check out the Hyundai Veracruz. It is loaded with features, very safe, and priced right.

It has even affected sports. Watch baseball this season and you will find out how well a hitter performs on the 3rd Thursday of a 5 week month facing a pitcher on the road in his second season.

All kidding aside, it is a problem, and I am thinking it has been a systemic problem with one of my previous stores’ CSI. I am confident a customer (after they are happy and agree to terms) goes home to review all their emails, or worse, a lowball offer from another dealer since they had already bought, leaving the customer with the sense they could have gotten a better deal.

Unlike our customers, you are staying true to why you are searching- value. You won’t buy from a mental midget at any price, but many will.