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Volkswagen responds to the digitisation of the automotive sales process

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Ian Plummer, Head of Sales Operations, Volkswagen UK

Volkswagen UK is seeing a shift in customer behaviour, with more reliance on internet and social media to research new car purchases. Infotainment and safety features proving very popular, but sales staff need to be able to communicate these features and benefits clearly. This complexity creates challenges in the selling of cars, which Volkswagen is addressing with its 'blended retail' approach, merging digital with more theatre-based physical aspects of sales.

Filmed at the automotiveIT International Congress, London, July 2, 2014

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