Dealers

“It’s easy to make changes,” says CarMax President and CEO Bill Nash. “It’s harder to sustain them.” About 35% of CarMax customers “want to do everything in the store.”

“We’re not like some of these companies that are just going to sell you a used car,” says AutoNation’s Marc Cannon. “That’s a key part of this business. You have to service the vehicles.”

“People want to come in and spend meaningful time at the dealership,” says Todd Skelton, head of Prime Automotive Group.

Although the buying process may be changing, customers still need a test drive and the car can be delivered to the customer’s house. Dealers play an important role in the entire process, including servicing the vehicle, says GM's chief marketing...