“They still came back (in a survey) and said, ‘I should be able to buy a car in under an hour,’ so we’ve still got some work to do to meet their expectations.”
Doug Murtha, Scion vice president, referring to a pilot program that reduced the average Scion buy from four to two hours.
“I’m not a believer in the 1-hour theory. To have a proper experience, buying a car is not done in an hour.”
Shaun Del Grande, Del Grande Dealer Group, California
“There are clear pitfalls in a 1-hour deal. People don’t want to feel rushed. That’s not a collaborative effort.”
Ron Lamb, president of dealership IT provider Reynolds and Reynolds
“In the state of California, it can’t be done because there are too many regulations to cover (at the closing). Two or three hours, that’s where we want to be.”
California dealer Don Groppetti, Groppietti Automotive
“Under 60 minutes. You aren’t spending a lot of time figuring out deal structures. All that can be done before the customer completes the test drive.”
Pete MacInnis, CEO of eLend Solutions, explaining how long a dealership visit could take with technology that allows customers to do much preliminary work online.
“It takes almost (an hour) for the car dealership to tell customers how the infotainment system works.”
David Ruggles, automotive consultant, former dealership general manager and WardsAuto contributor.
“I recently bought a car. It aggravated the heck out of me because I was stuck there for two hours. I said, “I know this business. Here are the answers: No, no, no, yes, yes. Give me the keys.”
Tom Anderson, CEO, Exeter Finance