Building trust with your customers and why Gen Z prefers the physical dealership with Drew Tutton

In a high-velocity, low-margin automotive market where competition is fiercer than ever, traditional dealerships must adapt to protect margins and retain buyers.

In this episode of Three Key Insights, Sanjiv Yajnik speaks with dealership owner Drew Tutton about navigating online retail disruption including the ways OEMs can influence the car market, evolving consumer preferences, and building community-rooted auto groups. Despite the rise of digital platforms, brick-and-mortar rooftops remain essential for high-ticket vehicle purchases. Tutton breaks down why Gen Z buyers are surprisingly leaning toward in-person store visits to validate online pricing, secure trusted after-sales servicing, and purchase extended protection plans. The conversation highlights how faith-based stewardship, community engagement, and transparent selling processes turns salespeople into more of car buying concierges. Additionally, Tutton outlines his strategic portfolio model—combining auto brands, RVs, and tractors under a unified ecosystem—to enable seamless inventory transfers across locations. 

Hosted by the President of Capital One Financial, Sanjiv Yajnik, Three Key Insights convenes elite dealers and industry innovators to decode the shifts shaping the future. Learn more at https://www.capitalone.com/cars/about/leadership

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