Building trust
Word of mouth still leads as the most trusted source of information (38%), with online reviews close behind (37%). Younger buyers lean heavily on peer recommendations and digital content. Encouraging satisfied customers to share their experiences and investing in clear, credible content, such as buyer guides or video walkthroughs, helps strengthen authority and influence purchase decisions.
Most buyers are flexible about where they purchase. Sixty per cent have no strong preference between dealers and private sellers. Younger buyers are especially undecided, which creates a greater opportunity to guide them compared to older audiences. This openness makes it easier to build trust and influence their decision with the right support.
While email and phone remain top ways to connect, younger buyers may prefer face-to-face interaction. Being responsive across channels and providing personalised guidance can make a real difference in buyer confidence.
Finance and insurance
While 80% of buyers end up paying with cash, 87% explore finance options before making their final decision. This shows that buyers want to understand all available choices, even if they stick with savings. Dealers who introduce finance early and explain it clearly can support buyers through the process.
Insurance decisions are also carefully weighed. While premiums are important, 79% of buyers look at all inclusions, with agreed value next in line. More than half are open to switching providers, though only a third use comparison sites. Younger buyers may not have considered insurance yet, so proactive guidance can help close the gap.