Since buying a vehicle is regarded as a significant investment by a lot of people, most consumers still seek human interaction during the entire process to receive assistance and get their queries answered. However, the extent of this dependence on human interaction varies throughout the shopping experience.
72 percent of consumers prefer to work in person with someone at the dealership rather than digitally when signing paperwork and completing the financing and insurance (F&I) process. Similarly, 70 percent of consumers prefer to work in person when negotiating the price of the vehicle, while only 56 percent prefer to work in person when evaluating/selecting add-on F&I products/packages.
2020 Automotive Consumer Study, A Focus on Virtual F&I, Automotive News Research & Data Center