Trust, communication and the buyer experience
Word of mouth is still the most trusted source, but online news and reviews are catching up fast. Younger buyers are more likely to turn to social media and online marketplaces for accessories, and prefer face-to-face contact with dealers, while older buyers lean toward email. Tailoring engagement to buyers’ preferred channels, whether email, phone or face-to-face, can build confidence, especially when discussing finance or inventory availability.
Finance and insurance considerations
83% of buyers pay cash, but 87% explore finance options before making their final decision. So, make it part of the initial conversation rather than an afterthought. Presenting clear, simple options can help buyers feel supported.
Insurance decisions are also evolving. Loyalty has softened, with only 44% of buyers open to switching providers, up from 37% in 2023. While price remains the top factor, 79% consider all inclusions, and agreed value comes next. Younger buyers are more likely to have not yet thought about insurance, so proactive advice can reassure them and add real value.