Press

A decade or so ago, the smartphone was relatively new, and many dealerships had separate Internet department to handle that part of the business.

Today, nearly all consumers first use their phone's varied functions (including but certainly not limited to making a call) to research and shop vehicles before visiting a dealership in person.

"The norm today is to whip out the phone and start shopping, which is amazing when you think about it, Fran O'Hagan, President & CEO of Pied Piper consulting firm, tells Wards.

And few dealerships today maintain designated Internet departments. That's because digital retailing has become too pervasive to pigeonhole like that.