#131 Why People Don't Trust Car Dealers… And How to Fix it | Kris Gaerlan, President of Dallas Lease Returns and Sanjiv Yajnik, President of Financial Services at Capital One

Welcome to the Car Dealership Guy Podcast. In this episode, I'm speaking with Sanjiv Yajnik, President of Financial Services at Capital One, and Kris Gaerlan, President of Dallas Lease Returns where we discuss: Why people don't trust car dealers and how to fix it, Creating unique experiences in the car dealership, Why he's calling buyers looking for things to fix after the sale and much more.

This episode of the Car Dealership Guy Podcast is brought to you by:

CDK Global - Empowering dealers with the tools and technology to build deeper customer relationships. Learn more @ https://www.cdkglobal.com/dealership-xperience-platform

Upstart - Upstart connects millions of consumers to 100+ banks and credit unions that leverage Upstart’s artificial intelligence models and cloud applications to deliver superior credit products. Learn more @ https://www.upstart.com/

Capital One - Nearly half of car buyers are willing to pay more for a car if they think it is a dealership they could trust. This is just one key takeaway from the 2024 Capital One Car Buying Outlook. Check out the full outlook from Capital One here: https://www.capitalone.com/about/car-buying-outlook/

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Topics:

(00:00:00) - Intro

(00:01:37) - Chris’ background and career

(00:05:22) - Why are you investing so much in enabling the physical experience for automotive?

(00:08:31) - What is your digital strategy at the dealership?

(00:11:21) - Creating in-store experiences

(00:15:32) - Building transparent relationships with customers

(00:17:21) - Chris’ sales process

(00:22:43) - Weaving trust into the digital experience

(00:29:21) - What tools will have the most impact on the car buying experience?

(00:32:53) - Capital One’s various products

(00:40:53) - Future innovations for the industry

(00:44:02) - Closing thoughts

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