Back to the Future

1
Back to the Future?
2
The Promise of the Internet

• New credibility
• Anonymous shopping
• More informed customers
• Time savings
• New differentiation for dealers

3
Consumer Optimism Prevailed
Source AutoNation Research, 10/2000
4
From Consumer Focus to Lead Gen
5
To Capitalizing on Stereotypes
6
Lead Quality Suffers
7
Lead Scoring Validates Difference
8
Other Harm

• Wastes associates time
• Diverts ad dollars
• Hurts credibility of the good sites and 3rd party
  leads
• Enriches the slick
• Destroys consumer credibility

9
Consumers Get It
Source AutoNation Research, 5/2007
10
Credible Inventory?
Source AutoNation Research, 5/2007
11
Trust?
Source AutoNation Research, 5/2007
12
So What Now?
13
How Would Consumers Like to Shop?
Source AutoNation Research, 5/2007
14
Appeal of Online Shopping?
Source AutoNation Research, 5/2007
15
Appeal of Full Self Service?
Source AutoNation Research, 5/2007
16
Its Time for Self Service Selling
17
and Real Trade In Values
18
and Express Delivery at Stores
19
..and Flexible Delivery Options
20
Use of Internet for Service
Source AutoNation Research, 5/2007
21
How Would Consumers Like to Service?
Source AutoNation Research, 5/2007
22
Its Time for Self Serve Service
23
and Parts
24
Our Opportunities

• Online Standards
• Clean Up
• Real Customer Choice
• Real Customer Guided Services
• OEM Dealer Partnership