As sales continue to move online, vehicle delivery — whether at the dealership or at the customer's home or workplace — could be a dealer's only opportunity to make an in-person impression.
"It just can't be the way we deliver them now. It's got to become more of an event," said Jorge Gutierrez, corporate strategist at Bert Ogden Auto Group in Texas. "Something has got to change where delivery becomes key in order to be able to keep a relationship between the dealership and consumer."
Dealers and auto retail experts predict an evolution of the delivery experience as car-buying becomes more digital. Some customers will grow to expect a high-end or lively visit to the dealership, and those who want to take delivery elsewhere will expect a seamless, personalized handoff.