Owning the R.O.A.D. in 2026 starts with clarity, but success requires action. When you align your dealership around ROI, build a seamless omnichannel experience, embrace AI as a competitive advantage, and use data to drive daily
decisions, you create a foundation that grows market share, protects your profit, and elevates every customer interaction. You need the R.O.A.D. framework!
Watch the on-demand webinar below to learn:
Why ROI is the only metric that matters in 2026.
How to build a true Omnichannel ecosystem that converts clicks into sales.
How AI unlocks hidden opportunities your competitors are missing.
New ways your Data can create lifetime customer value.
How to create a clear and actionable ROAD plan for 2026.
Please find the R.O.A.D four step plan mapped out during the webinar.
“Affordability is the air consumers are breathing—and right now, the air is thin.” – Micah Tindor, Assistant Vice President of Consumer Vehicle Disposal at Cox Automotive
Affordability is shaping every deal in today’s automotive market. Prices and payments are up. Loan terms are stretching. More trades arrive underwater. The path forward is clarity and empathy—explain the appraisal, invite a counteroffer when needed, and maintain a seamless handoff from online to in‑store.
That’s the message from Micah Tindor, Assistant Vice President of Consumer Vehicle Disposal at Cox Automotive, who recently unpacked the latest affordability trends and dealer strategies in an AutoNews webinar. As Michah put it, “Affordability is the air consumers are breathing—and right now, the air is thin.”
In this article, we distill Micah’s research and actionable insights into five key segments driving affordability—vehicle price, monthly payment, loan structure, negative equity, and insurance costs—paired with practical soft-skill moves managers can use to bridge the gap for both dealers and consumers.
The Five Segments Driving Affordability
Segment
Key Metrics (Timeframe)
Why It Matters
How to Respond with KBB ICO
Vehicle Prices
New: ~$50,080; Used: ~$25,721 (Jan’26)
Higher prices narrow options, slow decisions
Present the data-driven number by Kelley Blue Book Instant Cash Offer; explain value factors
Monthly Payments
Avg new payment: $740–$750; 1 in 5 buyers at $1,000+; 8.6% of loans at $1,000+
Budgets are tight; shoppers think in monthly terms
Lead with monthly total (payment + insurance + repairs)
Ownership costs often surface late and derail confidence
Bring these costs forward; set realistic monthly expectations
Unpacking the five segments of affordability above (price, monthly payment, loan structure, negative equity, and insurance costs) is the first step toward meeting the needs of today’s shoppers . Micah explains, “The cost of vehicles in particular are outpacing earnings.” That means buyers are feeling the pressure from all sides, not just when it comes to vehicles, but across their whole budget.
Let’s break it down. According to Kelley Blue Book and Cox Automotive data, new cars are averaging about $50,0001, and used ones are close to $26,000 (as of January ‘26)2. That means buyers have fewer options that fit their budgets. Monthly payments are up too—the typical new car payment is around $740 to $7503, and about one in five buyers is paying over $1,000 a month4.
To make those payments work, people are stretching out their loans. The average term is 69 months, and more than one in five loans lasts 84 months, with interest rates around 7%4. While that can help lower the monthly bill, it can also lead to negative equity down the road.
Negative equity is showing up more often: about 28% of trade-ins are “underwater,” meaning the owner owes more than the car is worth3. The average shortfall is nearly $7,000 and rolling that can push monthly costs to about $9004. And don’t forget about insurance, which averages $2,700 a year. Insurance premiums jumped 16.5% in 2024 and are expected to go up another 7.5% in 20254.
Why does all this matter? Shoppers are looking for clarity and empathy. They want to understand the numbers and feel confident in their decisions. That’s where Kelley Blue Book® Instant Cash Offer (KBB ICO) comes in. You can walk customers through how KBB ICO uses real-time market data and their vehicle’s details to create a fair, unbiased trade-in offer. Talk about monthly costs—not just the sticker price—including insurance. Explain trade equity in simple terms. And if a customer needs to negotiate, use Counteroffer to keep the conversation open and Dealer Boost to help make a deal that works for everyone.
Bridge the Gap with Soft-Skill Moves that Win
Affordability is more than just numbers. It’s about how you talk with customers. “As dealers, it’s not just about the numbers,” Micah explained in his webinar with the AutoNews team. “It’s about how we guide the conversation. When affordability is tight, transparency and empathy make all the difference.” Below are several soft skill moves that can help build trust, reduce friction, and guide buyers through their decision.
Move 1: Lead with Transparency
Customers want…nay, need to know how you arrived at your offer. As consumers price shop their value they start to build their own idea of the logic and science behind the appraisal value so denying them the logic can erode trust faster than a spam call. With 100 years of credibility, an Offer backed by Kelley Blue Book can provide confidence that it is fair and unbiased, but you can take it a step further. Here’s what to do:
Walk through the appraisal step-by-step using Kelley Blue Book® ICO. Show customers how features, condition, and market data shape the KBB ICO offer.
Point out what adds value (features, condition), not just what subtracts (damage, mileage).
Explain how KBB ICO uses current market data to determine the final number.
Sample script: “Let’s review your vehicle together. Kelley Blue Book® Instant Cash Offer uses current market data and your car’s details to generate this offer—so it’s not just my number, it’s KBB’s. Here’s what adds value, and here’s what brings it down. I’ll walk you through how KBB ICO arrived at this number.”
Move 2: Normalize the Ask
Many buyers need more money to make the deal work, especially if they’re underwater—right now; 28% of trade-ins have negative equity, with an average shortfall of $6,9052. That extra debt often pushes monthly payments to nearly $907.
Here’s how tools like KBB ICO can help:
Counteroffer gives buyers a simple way to say what they need and why, keeping the conversation open and honest.
Customers can either accept the Offer or make a counteroffer—which is especially important for those who are underwater. As many as 54% of consumers could be underwater by 2028 if trends continue.
As an ICO customer, you get notified right away and can respond directly, helping you prioritize motivated sellers and work toward a deal that fits both sides.
Additionally, if a customer makes a counteroffer and you want to stay competitive, Dealer Boost gives you the flexibility to adjust your offer within set rules, so you can win more trades while protecting your bottom line.
Sample script: “I see you submitted a counteroffer. I appreciate you letting us know what you had in mind. The next step is for us to take a look at your vehicle in person so we can give you the most accurate number. When can you bring it by for a quick appraisal? It usually takes just 10–15 minutes.”
Move 3: Talk Monthly, Not Just Total, Price
Shoppers rarely think in terms of a vehicle’s total price—they think about what they can comfortably afford each month. Breaking down the true monthly cost builds trust early and prevents surprises later. This should include the loan or lease payment, regular maintenance, and insurance.
Your responsibility:
Open the conversation with monthly expectations so you can:
Right‑size the vehicle selection early
Adjust loan terms or structure smartly
Align down payment options
Protect customer confidence before you even start penciling numbers
Sample script: “What do you have in mind for your monthly cost, including insurance? We can explore different financing options or find the right vehicle to fit your budget.”
Move 4: Pay Off AI-Assisted Research In-Store
Most shoppers now start online and increasingly with AI tools. They arrive informed, confident, and expecting the dealership to operate as seamlessly as the digital tools they used before walking in.
What to do next:
Pick up where the customer left off online.
Avoid repeating steps or asking for the same info twice.
Keep notes and valuations synced for a smooth handoff.
Sample checklist:
Review the customer’s online activity before they arrive.
Acknowledge their online and even AI‑assisted progress.
Continue the process without duplication or rewinding.
Present the next step clearly and confidently.
Sample script: “I see you did some work online to narrow things down. Let’s pick up where you left off so we don’t repeat any steps. I’ve pulled in your details, so we can keep this as seamless as possible.”
Affordability Front and Center
As Micah Tindor, Assistant Vice President of Consumer Vehicle Disposal at Cox Automotive, reminds us: “Evaluate every deal through the lens of affordability.” In today’s market, transparency and a customer-first approach aren’t just best practices—they’re essential for building trust and closing deals.
Tools like Kelley Blue Book® Instant Cash Offer with Counteroffer and Dealer Boost features make it easier to have honest conversations, meet customers where they are, and create win-win outcomes. By pairing data-driven insights with these solutions, dealers can bridge the affordability gap and deliver the confidence shoppers expect.
Ready to see how Kelley Blue Book® Instant Cash Offer can help you bridge the affordability gap?
Request a demo today and experience the trusted data, transparency, and tools dealers rely on to close more deals with confidence. Better yet, come visit us at NADA to see how you can experience more inventory wins.
Summary: Dealer.com uses advanced AI and automation to boost visibility, personalize the shopper experience, and streamline digital operations. At NADA 2026, dealers can explore how these tools help attract more shoppers, optimize performance, and convert intent into measurable results.
Digital expectations are rising fast. Shoppers want relevant results, intuitive website experiences, and seamless paths from research to decision. Dealer.com is meeting that shift with AI-powered products and solutions that help dealerships stay visible, adapt quickly, and deliver experiences that feel personalized, effortless, and modern.
At NADA 2026, you’ll see how Dealer.com combines powerful automation with human expertise to help your store improve discoverability, maximize performance, and convert more of the shoppers already in your funnel.
Personalization That Meets Every Shopper Where They Are
Dealer.com uses AI to tailor website experiences in real time, helping shoppers find what they want faster:
Website content, offers, and layouts adjust dynamically based on shopper behavior and Cox Automotive DRiVEQ intelligence.
Natural language search lets users describe what they want without rigid filters or friction.
Smart merchandising ensures shoppers see relevant vehicles and information at the right moment.
These tools assist with removing any hurdles in the shopping journey so visitors can move confidently toward the right car.
Faster Updates & Better Performance Across Your Website
Your website should move as fast as your dealership and now it can. Dealer.com’s AI-enabled site tools keep everything updated, optimized, and performing at its peak.
A modernized content platform allows instant edits and gives teams real-time previews.
Design automation produces high-performing homepage layouts with minimal lift.
Performance insights highlight opportunities to improve speed, engagement, and conversions.
Google tag visibility ensures accurate tracking and smoother optimization.
It all adds up to a website that’s faster, fresher, and more aligned with shopper expectations.
Smarter Targeting & More Efficient Advertising
Dealer.com uses data and machine learning to help your dealership reach the right shoppers with the right message:
Bids adjust automatically based on market conditions and likely converters.
Personalized video ads update creative elements based on audience signals.
Retargeting identifies high-intent shoppers and shows them relevant follow-ups across Cox Automotive platforms.
The result: higher impact with less manual work, and campaigns that stay aligned with real shopper behavior.
Managed Services That Blend AI With Human Strategy
Dealer.com’s Managed Services team combines automation with expert support to amplify results:
Social content and timing are informed by AI intelligence and guided by dedicated specialists.
SEO strategies support visibility in both traditional search and emerging AI-driven surfaces like ChatGPT, Bing Copilot, and Gemini.
GEO (Generative Engine Optimization) ensures your dealership can be referenced in conversational AI results.
Inventory promotion tools highlight vehicles that need attention and accelerate turn rates.
This partnership allows your dealership to move faster, show up stronger, and maintain a consistent digital presence without adding burden to your team.
A Platform Built for What’s Coming Next
Dealer.com continues to expand its AI capabilities so you can stay ahead of shifting shopper expectations:
More automation for inventory workflows and digital marketing
Enhanced GEO for greater visibility across AI-powered assistants
New design and content tools that streamline personalization
Deeper predictive and agent-driven features for real-time guidance and optimization
The goal is simple: help your dealership operate with greater confidence, speed, and clarity.
Visit Dealer.com at NADA 2026
If your 2026 strategy includes improving discoverability, elevating the shopper experience, and reducing manual effort across your digital operations, make Dealer.com your first stop at NADA.
See how our AI-powered platform helps you connect with more shoppers, adapt faster, and turn intent into measurable results.
Deal Central’s AI-powered dealmaking connects retailing and desking in one seamless experience—bringing shoppers and dealers together with real-time insights, transparent workflows, and integrations that shorten the path to “yes.” At NADA this year, you’ll see how unified, intelligence-powered workflows can streamline every step of the sales process—online and in-store.
Why this matters right now:
Your AI journey may just be starting, but expectations are high. According to Cox Automotive’s 2025 AI Readiness Research, over 80% of dealers believe AI is here to stay and are looking for solutions that deliver measurable results within months, not years. Confidence soars when technology offers transparent data and hands-on training, making NADA the perfect moment to move from exploring AI to integrating it for real business impact.
This guide spotlights the five can’t-miss demos at the Deal Central booth—each designed to help you work smarter, close faster, and deliver the customer experience today’s market demands.
The 5 Can’t-Miss Demos: Plan Your Fastest Path to “Yes”
1) Multi-Scenario Comparison
With Multi-Scenario Comparison, you can instantly build and compare multiple deal structures side-by-side, all in real time. This means you’ll land on the right path faster, without any guesswork or wasted steps. When you visit the booth, ask the team to load your store’s typical scenarios and watch how quickly you can toggle terms and see the impact live.
Pro question to ask: “How do these recommendations update in real time as customer inputs change?”
2) Sales Check-In
With Sales Check-In, you can greet customers, launch deals, and manage inventory from a single screen, capturing context from online activity for a seamless handoff. This means your team starts every deal at step three, not step one, saving time and reducing friction for both staff and shoppers. This unified workflow meets buyers wherever they are—online, in-store, or hybrid—while keeping every team member on the same page. When you visit the booth, walk through the check-in, deal start, and inventory view in under five minutes to see the difference for yourself.
Pro question to ask: “Show me what customer information carries into the sales view. How do I see what the client has already completed online?”
3) Manager View
With the Manager View, desk managers can access everything they need to optimize a deal in seconds—not minutes. They can pull up Deal Pulse insights grounded in actual shopper behavior—which matters now more than ever, given that 62% of buyers feel ownership is too costly and nearly half are cross‑shopping—and quickly review profit indicators, compare multiple scenarios at once, evaluate payment‑range logic, and consider approval likelihood without ever pulling the salesperson away from the customer. With AI‑backed recommendations, managers can spot opportunities they might otherwise miss and optimize deals in real time. And with @Mentions, collaboration becomes instant and in‑context—no texting, no floor walks, no guesswork. The manager responds from their device, the salesperson stays with the customer, and the deal keeps moving down the funnel. Conversations that used to take hallway detours now happen in seconds. This isn’t just workflow improvement—it’s culture improvement: fewer interruptions, more coaching, smoother deals, and smarter decisions powered by AI.
Pro question to ask: “How does Manager View use real-time Deal Pulse insights and AI recommendations to surface opportunities my team might miss—and how much of this can be customized to fit our store’s desking strategy?”
4) Digital Deal Jacket
With Digital Deal Jacket, you can digitally view, add, sign, and manage all deal documents, whether you’re working remotely or in person. This end-to-end solution speeds up cycles, ensures compliance, and delivers a seamless handoff across your team. Designed for omnichannel retailing, Deal Central lets you work any deal, anywhere, with full transparency and control. When you visit the booth, open a live jacket, add a document, route it for signature, and generate the printable set to see just how streamlined the process can be.
Pro question to ask: “What visibility and control do managers have inside the Digital Deal Jacket—especially around audit trails, permissions, and ensuring every document is accurate before it’s sent to the customer?”
5) Get a Sneak Peek at What’s Next: Darwin Integration, F&I Intelligence & Desking Intelligence
At NADA, you’ll get an exclusive first look at the next evolution of Deal Central’s intelligence-powered workflow—spanning Darwin Integration, F&I Intelligence, and Desking Intelligence.
You’ll see how Darwin Integration removes the hassle of re-entry and recalculation, syncing fields friction-free so your team spends less time fixing data and more time structuring profitable deals.
You’ll preview how F&I Intelligence unifies every step of contracting and aftermarket selling into one AI-enhanced flow, giving dealers side-by-side lender comparisons, approval predictions, intelligent routing, and real-time profitability insights—all designed to cut delays, prevent errors, and drive higher back-end results without sacrificing the human touch.
And you’ll get a glimpse of Desking Intelligence, an AI-powered engine that simulates thousands of deal permutations to identify optimal structures faster, while also surfacing smarter vehicle options, affordability insights, and lender likelihood predictions. Together, these upcoming capabilities show how Deal Central is building the next generation of dealmaking—faster, more consistent, and more profitable than ever.
Pro question to ask: “Which intelligence-powered capabilities are available now, and which are part of the roadmap we can prepare for?”
You’re Ready for NADA
It’s time to see Deal Central’s AI-powered dealmaking in action. Don’t wait—book your demo now and experience firsthand how unified workflows, real-time insights, and transparent automation can help you work smarter, close faster, and deliver next-level customer experiences the market demands. Secure your spot at NADA and take the first step from exploring AI to integrating it for real results.
Noah Lee, Director of Product Consulting at Cox Automotive, joins Jade Terreberry to unpack what true omnichannel retailing looks like in 2026 and why the gap between dealership “thrivers” and “strugglers” is widening fast. Noah shares what he’s hearing from thousands of dealers nationwide, the growing influence of AI‑shaped consumer expectations, and how tools like Deal Central and AMP are transforming close rates, efficiency, and customer satisfaction. He also dives into how integrated data across the Cox Automotive ecosystem creates a cradle‑to‑cradle ownership advantage—driving retention, personalization, and long‑term profitability for dealers who embrace this shift.
Guest Expert: Noah Lee Director of Product Consulting Cox Automotive
Top Takeaways:
Most dealers think they’re omnichannel—but they’re really multichannel. Noah highlights that many dealers have the right tools but none of them talk to each other. The winners are the ones unifying their ecosystems to create one connected experience from click to close.
AI‑shaped consumer behavior is accelerating faster than dealer adoption. With 95% of shoppers expected to use AI in their buying journey, and only 37% of dealers believing AI matters, Noah warns of a widening experience gap that is already creating clear winners and losers.
Dealers drowning in tools are starving for integration. Frustrated stores often have plenty of technology, but none of it is connected. Thrivers, on the other hand, invest in training, transparency, process change, and aligning data flows across platforms.
Omnichannel success hinges on cradle‑to‑cradle ownership. Noah emphasizes that sales are just the starting line. By connecting data across Autotrader, KBB, Dealer.com, VinSolutions, and Xtime, dealers can increase lifetime value from ~$3,500 to upwards of $30,000 per customer.
The biggest unlock for 2026: treat digital retailing as your process—not a lead source. Sending every shopper into a DR workflow—online or in‑store—drives higher close rates, gross profit, and satisfaction. Noah calls this the “secret code to retailing in 2026.”
Timestamps:
0:00 – 1:22 – Introduction
Jade welcomes listeners, introduces Noah Lee, and tees up the conversation on omnichannel strategy, AI adoption, and dealer trends for 2026.
1:22 – 2:42 – Omnichannel vs. Multichannel
Noah breaks down why many dealers believe they’re omnichannel—but are actually multichannel—with disconnected tools creating friction.
2:42 – 4:38 – Rising Consumer Expectations
Noah shares how 95% of shoppers now use AI in their buying journey and why the consumer–dealer perception gap is driving winners and losers.
4:38 – 7:32 – What Top Dealers Are Getting Right
Jade and Noah discuss strategies used by “thrivers,” including transparency, personalization, AI capabilities, and culture‑driven adoption.
7:32 – 10:16 – What’s Coming at NADA
Noah previews new AI‑powered capabilities in Deal Central and AMP, including Deal Intelligence and automated offers that improve close rates and efficiency.
10:16 – 14:44 – Dealer Sentiment & the Great Separation
Noah highlights the two camps emerging in retail—optimists and strugglers—and outlines the core priorities dealers must tackle to stay competitive.
14:44 – 17:52 – The Real Moat: Cradle‑to‑Cradle Ownership
They explore how connecting data across the Cox Automotive ecosystem boosts lifetime value and powers retention across sales and service.
17:52 – 20:02 – Noah’s #1 Piece of Advice
Noah urges dealers to stop treating digital retailing as a lead source and instead use it as their full sales process to drive higher close rates and satisfaction.
20:02 – 22:11 – Closing Thoughts
Jade wraps the episode, previews NADA, encourages listeners to subscribe, and ends with friendly banter about upcoming collaborations.
