How car buying has changed

How car buying has changed

Posted by Megan MacDonald on 15 May 2021

Back of black Suzuki SwiftPurchasing a new vehicle has never been easier, and this was proved again over the past year under Covid-19 restrictions. While many industries had to adapt dramatically, the vehicle sales space simply had to stretch a little.

Estimated reading time: 2 minutes, 54 seconds.


There is no arguing that many facets of our world have changed due to Covid-19, and one of these is how people shop: we are all doing more online research – and shopping – whether it's for groceries or cars, in order to reduce the amount of time we physically spend in stores. Although the restrictions have been relaxed, it's clear that many buying habits have changed, and most companies have been forced to raise their game, which isn’t a bad thing.

In the vehicle sales sector, however, the changes have been more along the lines of refining certain services and strengthening specific areas of customer service that were already in place.

Online Research

When shopping for a new car, most buyers have been doing most of their research online for years. When Covid-19 protocols became a factor, however, the demand for online information increased.

Brands such as Suzuki already have a strong online and social media presence, and you can find all the product information online. It was therefore a natural evolution for dealerships to switch to communicating with customers remotely, rather than in person. Some dealers offered virtual tours of their showrooms or specific vehicles, whilst others sent information via email or other platforms, depending on customer preference.

Many of these practices are likely here to stay in one form or another because customers have come to appreciate the ease with which they can access information, deal with one specific salesperson, and find out everything they need before deciding on a test drive.

Test Drives

This has been one of the more challenging aspects, but the industry quickly adapted. Customers can decide whether they want to go to a dealership for a test drive, or whether they prefer the test drive to come to their home or office.

This has made it much more efficient for customers and has added a lot of value to brands such as Suzuki as well. The brand’s flexibility and willingness to work with customers to ensure they get a test drive in an environment where they feel comfortable has been a huge success and has simply won more people over to the Suzuki brand.

Change is good

The above-mentioned changes have, in many ways, improved the vehicle sales process. Customers who normally don’t have time to test drive or go to dealerships, can now simply get all the information via WhatsApp from their salesperson, and then arrange a test drive when it suits them. It really is an ideal situation.

At the same time, customers who still prefer to go directly to the dealership, now have a much better sense of what they are looking for by the time they get there, due to all the information sourced online. This makes it easier for the salesperson to narrow it down based on the buyer’s input, which ultimately leads to a more efficient and even pleasurable buying experience all around.

COVID-19 has not been easy on the automotive sector, but brands such as Suzuki will take the positive lessons learned and carry this forward. As a brand that’s constantly looking to improve communication and service, Suzuki has adapted and implemented many changes to ensure customers receive the best possible service under any circumstances.

Are you looking to buy a new car? Here’s our guide to buying a new car available for download.

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Topics: Buying a car

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