In today’s digitally-driven world, the traditional showroom sales process is struggling to meet modern customer expectations. On this special edition of Driving Solutions, AutoFi CEO and Co-founder Kevin Singerman and Brand Ambassador Joe St. John share how dealers can modernize the customer buying journey and build trust in a challenging market.
Industry forecasts indicate that 2026 may be a tougher year, with flat to modest growth. Dealers will need to rethink engagement strategies to remain profitable. According to Singerman, the most important factor will be building trust with customers throughout the sales experience.
The retail automotive industry has made strides with digital retailing to create more convenient processes. Approximately 92% of customers shop online before visiting a dealership, spending an average of 14-17 hours researching. Yet, nearly all (97%) purchases conclude in-store, highlighting that customers still value human connection for such a complicated and significant investment.
"Connecting the online with the in-store experience is going to be the magic to truly elevate the industry to a much more modern, better, customer-centric experience that unlocks profitability." — Kevin Singerman
This in-store transition is also where the most significant breakdown in the customer experience occurs, creating opportunity costs for dealers. Consumers frequently express frustration with back-and-forth negotiations and a lack of transparency—issues that quickly erode trust and hurt profitability.
To address these pain points, AutoFi has introduced a customer-centric Showroom solution. The platform allows customers to build their own deals, adjusting terms and down payments to fit their budget—all within guardrails that protect dealer profits.
The results are faster deals with fewer negotiations. Most customers can complete the process within 30 minutes or less. When customers feel empowered and see transparent pricing, it strengthens rapport, satisfaction and long-term retention.
Dealers using AutoFi have reported higher profitability, with gross gains ranging from $300 to $500 per completed deal. Salespeople can engage more customers, while sales managers can shift from being tied to the desk to providing additional support on the showroom floor.
"Customers aren't upset about time: they're upset about their time being wasted. They want the time they spend at the dealership to be valuable." — Joe St. John
Customer experience metrics also improve. Buyers who complete deals through AutoFi leave fewer low-star reviews, more five-star reviews and are more likely to return to the dealership for future purchases.
For dealerships looking to transform their showroom experience, adoption can seem intimidating. Resistance is common when staff face a radical shift in technology and processes. St. John emphasizes that organization-wide success starts from the top: dealers must recognize these changes as real and embrace them.
Adoption is often easier than expected. AutoFi employs a hands-on change management team of former sales managers and GSMs. The team spends time at the dealership through the transition, demonstrating the platform in action. Seeing immediate, tangible results helps staff overcome hesitation and resistance.
Dealerships that achieve the most transformational success with AutoFi combine accountability with a disciplined sales process. Teams that consistently follow structured procedures maximize the platform’s impact.
Affordability remains a key concern, with the average new vehicle exceeding $50,000. The challenge is helping customers find vehicles and payment options they can afford without sacrificing profitability. AutoFi addresses this by matching buyers with tailored vehicles and financial solutions, seamlessly integrating inventory and financing across online and in-store platforms. Dealers can engage customers via email, text, social media, and retargeting campaigns, while AI tools enable buyers to ask questions before connecting with a live agent.
AutoFi will showcase its solutions at the 2026 NADA Show. St. John will host a panel with dealers from Preston Automotive, Oaks, Kia, and Riverhead Mazda who have seen significant growth using the platform. The session is scheduled for Thursday, Feb. 5, at 3:30 PM.
To experience AutoFi firsthand at NADA, book a meeting here and visit their booth in the West Hall at #3323W.
