{"id":11905,"date":"2026-04-29T18:35:40","date_gmt":"2026-04-29T18:35:40","guid":{"rendered":"https:\/\/www.coxautoinc.com\/deal-central\/?post_type=resource&#038;p=11905"},"modified":"2026-04-29T18:37:55","modified_gmt":"2026-04-29T18:37:55","slug":"why-car-deals-stall-close-faster","status":"publish","type":"resource","link":"https:\/\/www.coxautoinc.com\/deal-central\/resources\/why-car-deals-stall-close-faster\/","title":{"rendered":"Why Deals Stall and What You Can Do to Close Faster"},"content":{"rendered":"\n<p>Key takeaways&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Digital deals close 2\u20133x higher when shoppers can start online and carry their progress in store.&nbsp;<\/li>\n\n\n\n<li>97% of dealers say steps completed online are repeated in store, creating friction that slows deals down.&nbsp;<\/li>\n\n\n\n<li>Shoppers are setting the pace, with 65% wanting to complete most or all steps online.&nbsp;<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity is-style-wide\"\/>\n\n\n\n<p>Today\u2019s shoppers control the pace and the path. They decide what happens online, what happens in-store, and how fast they move. The opportunity for dealers is clear:&nbsp;<strong>digital deals close 2\u20133x higher<\/strong>, and&nbsp;<strong>seven in 10 shoppers say starting a deal online saves time<\/strong>.&nbsp;<\/p>\n\n\n\n<p>What is slowing deals down is friction. When progress made online gets repeated in the showroom, momentum is lost, trust erodes, and deals stall.&nbsp;<\/p>\n\n\n\n<p><strong>Don\u2019t&nbsp;panic.&nbsp;<\/strong>This is a huge opportunity.&nbsp;It\u2019s&nbsp;a chance to rethink your deal process from start to finish. With the right structure, technology, and workflows, you can keep deals moving at the pace shoppers expect.&nbsp;<\/p>\n\n\n\n<p>To break down\u00a0what\u2019s\u00a0changing and what to do next, we partnered with Cox Automotive experts\u00a0Troy Watson, Director of Group Sales, and\u00a0Noah Lee, Director of Product Consulting. Their perspective, paired with insights from the 2024 Cox Automotive Digitization of Automotive Retail research, informs the eBook\u00a0<a href=\"https:\/\/www.coxautoinc.com\/deal-central\/resources\/online-to-in-store-car-buying\/\" target=\"_blank\" rel=\"noopener\">4 New Rules of Car Buying: A Dealer\u2019s Playbook to Win Faster, Smarter Deals<\/a>.\u00a0<\/p>\n\n\n\n<p><strong>Below are&nbsp;four clear rules reshaping the car buying experience and redefining how dealers can keep deals moving from first click to final signature.<\/strong>&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Rule 1:&nbsp;Let Shoppers Control How and When They Engage<\/h2>\n\n\n\n<p><strong>Expert Insight | Troy Watson<\/strong><br>Director of Group Sales, Cox Automotive<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cWhen shoppers&nbsp;have to&nbsp;repeat steps in store, the deal loses momentum. The fastest-moving deals preserve everything the customer has already done and treat online progress as the starting point, not a reset.\u201d<\/p>\n<\/blockquote>\n\n\n\n<p>Buyers expect a seamless&nbsp;purchase journey\u2014one that lets them explore inventory, structure payments, and start financing on their terms.&nbsp;But&nbsp;there\u2019s&nbsp;a disconnect.&nbsp;According to Cox Automotive\u2019s 2024 Digitization of Automotive Retail research, 97% of dealers say steps completed online are repeated in store.&nbsp;<\/p>\n\n\n\n<p>That\u2019s&nbsp;not just&nbsp;inefficient;&nbsp;it\u2019s&nbsp;frustrating.&nbsp;When&nbsp;shoppers&nbsp;have to&nbsp;re-enter information or repeat&nbsp;decisions,&nbsp;progress&nbsp;stalls&nbsp;because the deal resets&nbsp;and trust in your dealership is diminished.&nbsp;&nbsp;<\/p>\n\n\n\n<p>The buying process&nbsp;shouldn\u2019t&nbsp;reset&nbsp;when a shopper walks through your doors. It should pick up exactly where they left off. When your experience is seamless&nbsp;&#8211;&nbsp;from&nbsp;online to in-store&nbsp;momentum&nbsp;stays intact and deals move forward instead of slowing down.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Rule 2:&nbsp;Match the Shopper\u2019s Pace Without Restarting the Deal<\/h2>\n\n\n\n<p><strong>Expert Insight | Noah Lee<br><\/strong>Director of Product Consulting at Cox Automotive<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>&#8220;Shoppers aren\u2019t slowing down to match dealership processes. Dealers win when their workflow can move at the same&nbsp;speed&nbsp;the customer expects, without forcing the deal to start over.\u201d <\/em><\/p>\n<\/blockquote>\n\n\n\n<p>Shoppers&nbsp;are driving the shift to&nbsp;digital.&nbsp;Cox Automotive\u2019s 2024 Digitization of Automotive Retail study found that 65% of shoppers want to complete most or all steps online, and 69% of dealers say customers are driving digital tool adoption.&nbsp;<\/p>\n\n\n\n<p>The pace of&nbsp;a&nbsp;deal is no longer controlled by store hours or showroom traffic.&nbsp;It\u2019s&nbsp;dictated by the shopper\u2019s expectations for speed, convenience, and control.&nbsp;If your process&nbsp;can\u2019t&nbsp;move as fast as your customers do,&nbsp;they\u2019ll&nbsp;find one that can.&nbsp;<\/p>\n\n\n\n<p>When you give shoppers more options to complete more steps&nbsp;online,&nbsp;and&nbsp;ensure those steps count\u2014the shopper sets the pace, and the dealership stays aligned instead of playing catchup.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Rule 3:&nbsp;&nbsp;Eliminate Wasted Time That Slows Deals Down<\/h2>\n\n\n\n<p><strong>Expert Insight | Troy Watson<\/strong><br>Director of Group Sales, Cox Automotive<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cEfficiency&nbsp;isn\u2019t&nbsp;about rushing the customer.&nbsp;It\u2019s&nbsp;about removing repeated steps that&nbsp;don\u2019t&nbsp;move the deal forward and respecting the time shoppers have already invested.\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>The&nbsp;average in-store transaction takes&nbsp;about&nbsp;2.5 hours,&nbsp;while shoppers want to spend&nbsp;<strong>90 minutes&nbsp;or less<\/strong>.&nbsp;The time&nbsp;between&nbsp;reality and&nbsp;shopper&nbsp;expectation is where satisfaction leaks&nbsp;away,&nbsp;and deals go to die.&nbsp;&nbsp;<\/p>\n\n\n\n<p>This new rule&nbsp;isn\u2019t&nbsp;asking too much. In fact,&nbsp;64% of buyers and 53% of shoppers say there\u2019s clear room to improve dealership efficiency.&nbsp;Reducing wasted time&nbsp;isn\u2019t&nbsp;about rushing\u2014it\u2019s&nbsp;about&nbsp;eliminating&nbsp;repeated steps that&nbsp;don\u2019t&nbsp;move the deal forward.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Rule 4:&nbsp;&nbsp;Design One Continuous Deal from Online to In Store<\/h2>\n\n\n\n<p><strong>Expert Insight | Noah Lee<br><\/strong>Director of Product Consulting at Cox Automotive<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cContinuity is what turns digital engagement into closed deals. When online and in-store work as one connected process, momentum stays intact and close rates improve.\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>Shoppers&nbsp;don\u2019t&nbsp;think in terms of channels. They think in terms of progress. Every step they complete online sets an expectation that the deal will continue, not restart, when they arrive in store.&nbsp;<\/p>\n\n\n\n<p>When online and in\u2011store processes&nbsp;operate&nbsp;separately, continuity breaks. Deal structure changes.&nbsp;Information has to be re\u2011entered.&nbsp;Conversations get replayed. Even motivated buyers can lose momentum.&nbsp;<\/p>\n\n\n\n<p>The most effective dealerships treat online activity as the&nbsp;single source&nbsp;of truth for the deal. Payment options, financing details, and deal structure carry through, so the in\u2011store experience feels like the natural next step, not a reset.&nbsp;<\/p>\n\n\n\n<p>That continuity is what preserves trust, protects momentum, and helps deals reach the finish line faster.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Dealer Playbook: Five&nbsp;Ways to Reduce Friction and Keep Deals Moving<\/h2>\n\n\n\n<p>Now that you know the new rules of car buying, here are&nbsp;five&nbsp;actions to deliver&nbsp;a&nbsp;more&nbsp;&nbsp;streamlined&nbsp;experience:&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Merchandise for Machines and People<\/strong>&nbsp;\n<ul class=\"wp-block-list\">\n<li>Make inventory easy for shoppers and AI tools to understand by standardizing data and keeping listings&nbsp;customer-ready.&nbsp;<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Default to Digital Links<\/strong>\n<ul class=\"wp-block-list\">\n<li>Use a digital deal link for walk-ins, calls, and online leads. Coach consistency and track adoption.&nbsp;<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Kill Redundancy<\/strong>\n<ul class=\"wp-block-list\">\n<li>Design in-store workflows to continue the deal, not restart it.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Train on the Tools<\/strong>\n<ul class=\"wp-block-list\">\n<li>Practice using deal tools in live conversations, so reps are comfortable using them in person.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Measure What Matters<\/strong>&nbsp;\n<ul class=\"wp-block-list\">\n<li>Track time to close, repeated steps, digital deal adoption, and customer satisfaction.&nbsp;<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">What This Means for&nbsp;You<\/h2>\n\n\n\n<p>The rules of car buying have changed, and shoppers are setting the pace. Dealers who remove friction, preserve progress, and treat online and in\u2011store work as one continuous deal are better positioned to close faster and meet modern expectations.&nbsp;<\/p>\n\n\n\n<p>If you want a practical, data\u2011backed playbook for doing exactly that,&nbsp;<strong>download the eBook&nbsp;<\/strong><a href=\"https:\/\/www.coxautoinc.com\/deal-central\/resources\/online-to-in-store-car-buying\/\" target=\"_blank\" rel=\"noopener\"><strong><em>4 New Rules of Car Buying: A Dealer\u2019s Playbook to Win Faster, Smarter Deals<\/em><\/strong><\/a>. It breaks down the four rules reshaping the journey and the five actions you can take now to reduce friction and keep deals moving.&nbsp;<\/p>\n\n\n\n<p><strong><a href=\"https:\/\/www.coxautoinc.com\/deal-central\/resources\/online-to-in-store-car-buying\/\">Download the eBook<\/a><\/strong>&nbsp;to see how top dealers are adapting their deal process to match today\u2019s shopper driven journey and close more deals with less rework.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.coxautoinc.com\/deal-central\/resources\/online-to-in-store-car-buying\/\">Download the eBook<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"has-small-font-size\"><em>Sources<\/em>&nbsp;<\/p>\n\n\n\n<p class=\"has-small-font-size\"><em>Cox Automotive Deal Central. 4 New Rules of Car Buying: A Dealer\u2019s Playbook to Win Faster, Smarter Deals. (PDF provided)&nbsp;<\/em>&nbsp;<\/p>\n\n\n\n<p class=\"has-small-font-size\"><em>Cox Automotive. 2024 Digitization of Automotive Retail research (as cited throughout the eBook and this article).<\/em>&nbsp;<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key takeaways&nbsp; Today\u2019s shoppers control the pace and the path. They decide what happens online, what happens in-store, and how fast they move. The opportunity for dealers is clear:&nbsp;digital deals close 2\u20133x higher, and&nbsp;seven in 10 shoppers say starting a deal online saves time.&nbsp; What is slowing deals down is friction. When progress made online<\/p>\n","protected":false},"author":2484,"featured_media":11906,"template":"","categories":[1],"tags":[],"resource-format":[118],"topic":[125,178,130,180],"resource-tags":[],"audience":[137],"eligible-for-automation":[],"funnel-phase":[152],"lifecycle-of-automotive":[167],"persona":[131,181,182],"product":[],"program-series":[],"view":[],"date-of-release":[],"deal-central-feature":[],"class_list":["post-11905","resource","type-resource","status-publish","has-post-thumbnail","hentry","category-uncategorized","resource-format-blog","topic-consumer-experience","topic-data-and-insights","topic-dealer-experience","topic-industry"],"acf":{"enable_gated_content_template":false,"gated_template_variation":"","form_image":null,"gravity_form_title":"","gravity_form_sub_title":"","gated_gravity_form":false,"button_text":"","button_link":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Why Car Deals Stall and How Dealers Can Close Faster - Deal Central<\/title>\n<meta name=\"description\" content=\"Car deals stall when online progress is repeated in store. 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