Today’s buyer journey has evolved faster than most dealership processes. Economic pressure, digital acceleration, and rising expectations have created a shopper who is more selective, informed, and far less forgiving—widening the conversion gap between what buyers expect and what many stores deliver.

Most dealers lose twice as many customers as they win yet still lack clear insight into who they are losing to, where the process breaks down, and—most importantly—why customers chose another store. The result is a frustrating cycle of “quiet quitting” leads: qualified shoppers who disappear without explanation.

This session incorporates brand new 2026 Harris Poll insights and industry exclusive defection insights from Urban Science, revealing the moments that most influence conversion and the human factors that matter far more than dealers realize. The findings show that while AI and automation can support speed and consistency, relationships, training, and meaningful follow up remain the biggest drivers of whether a shopper stays—or defects.

Dealers will walk away with a sharper understanding of why leads quietly quit, what high performing stores do differently, and how to convert more of the traffic they already have.

Takeaways

• Pinpoint the breakdowns in your pre-store and in-store experience that quietly push shoppers to competitors

• Strengthen team performance with practical training and change management approaches that elevate both technology use and human connection

• Hear directly from buyers on why they defect and how to close the conversion gap