1©2014 TeleTech Holdings, Inc. Confidential and ProprietarySources: McKinsey and Polk and Co. Research

Customers are spending more time online and less time in person with dealers

Showroom visits prior to purchase are down by 75%

70% of a car buyer’s

decision is made based on online information

76% of a car buyer’s research

process is spent online

25% of purchasers

would prefer an online car buying channel in the future