{"version":"1.0.0","episode":{"title":"S5E02 - Digital Trust: What Causes Customers to Convert","url":"http://getcarcurious.com/episodes/s5e02-digital-trust-what-causes-customers-to-convert","audioUrl":"https://anchor.fm/s/1499d720/podcast/play/116140215/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-1-27%2F418949431-44100-2-e352a0042dd5c.mp3","description":"Brian Kramer from Cars.com makes his third podcast appearance with us to share industry insights on the future of AI and digital retailing, how process drives profitability, and the wave of demand for used EVs in 2026.For more information about our guest, visit their ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠. Episode Breakdown0:00 - Brian returns for a third time! 2:00 - Digital retailing & AI in 20265:53 - Optimizing your dealership’s digital presence8:30 - Brian’s first impressions on JM&A Group’s Gyde platform10:33 - Getting smart with appraisals and inventory management16:32 - How service and sales can collaborate on service lane acquisition19:37 - The coming wave of used EVsLiked this episode? Find our full episode library ⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠.\n"},"annotations":[{"startTime":582.3,"endTime":585.9,"type":"concept","title":"used car aggregator","url":"/glossary/used-car-aggregator","quote":"I had selling my vehicle to a large used car aggregator. And as I'm looking at it, you know, that, that process was a little too easy.","canonicalId":"concept:used-car-aggregator","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A used car aggregator is a company or platform that buys and sells used vehicles in large volumes, often streamlining the process for sellers and buyers by leveraging technology and data.","simplifiedExplanation":"A used car aggregator is a business that helps people sell or buy used cars quickly by handling many cars at once, making the process easier than going to a regular dealer."}},{"startTime":637.4,"endTime":641.5,"type":"concept","title":"used car inventory","url":"/glossary/used-car-inventory","quote":"something that we know is also near and dear to your heart, used car inventory and appraisals.","canonicalId":"concept:used-car-inventory","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Used car inventory refers to the stock of pre-owned vehicles that dealerships have available for sale. Managing this inventory effectively is crucial for dealers to meet customer demand and maintain profitability.","simplifiedExplanation":"Used car inventory means the cars that a dealership has that were owned by other people before. Dealers keep these cars to sell to new buyers."}},{"startTime":637.4,"endTime":641.5,"type":"concept","title":"appraisals","url":"/glossary/appraisals","quote":"something that we know is also near and dear to your heart, used car inventory and appraisals.","canonicalId":"concept:appraisals","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Appraisals are evaluations of a vehicle's condition and market value, often used by dealers to determine trade-in or purchase prices. Accurate appraisals help dealers price used cars competitively and fairly.","simplifiedExplanation":"An appraisal is when someone checks a car to see how much it is worth. This helps dealers decide how much to pay for a used car."}},{"startTime":653.9,"endTime":657.5,"type":"concept","title":"used car acquisition","url":"/glossary/used-car-acquisition","quote":"There's a lot of things you can get lost in with used cars and you can get in used car acquisition. And everybody always says it's the biggest pain point along with consumer affordability, the sourcing used cars from consumers.","canonicalId":"concept:used-car-acquisition","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Used car acquisition is the process dealers use to obtain pre-owned vehicles, either through trade-ins, auctions, or direct purchases from consumers. It is a critical part of maintaining a diverse and appealing inventory.","simplifiedExplanation":"Used car acquisition means how dealers get used cars to sell. They might buy them from people trading in their cars or from auctions."}},{"startTime":735.3,"endTime":738.1,"type":"term","title":"service contracts","url":"/glossary/service-contracts","quote":"\"And I couldn't tell you what's my percentage of service contracts. What's my prepaid maintenance?\"","canonicalId":"term:service-contracts","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Service contracts are agreements between a buyer and seller that cover certain repairs or services for a vehicle over a specified period, often beyond the standard warranty.","simplifiedExplanation":"A service contract is like an extra promise that your car will get fixed or maintained for a certain time, so you don't have to pay for some repairs yourself."}},{"startTime":738.1,"endTime":739.3,"type":"term","title":"prepaid maintenance","url":"/glossary/prepaid-maintenance","quote":"\"What's my prepaid maintenance? What's my excess wear and tear?\"","canonicalId":"term:prepaid-maintenance","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Prepaid maintenance is a plan where you pay in advance for scheduled maintenance services like oil changes and inspections, often at a discounted rate.","simplifiedExplanation":"Prepaid maintenance means you pay ahead of time to get your car's regular check-ups and fixes done, so you don't have to worry about paying later."}},{"startTime":739.3,"endTime":741.2,"type":"term","title":"excess wear and tear","url":"/glossary/excess-wear-and-tear","quote":"\"What's my excess wear and tear? What's my tire and wheel?\"","canonicalId":"term:excess-wear-and-tear","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Excess wear and tear refers to damage or deterioration to a vehicle beyond what is considered normal use, often relevant in leases or service agreements.","simplifiedExplanation":"Excess wear and tear means the car has more damage or problems than usual for how long it's been used, which might cost extra to fix."}},{"startTime":741.2,"endTime":742.4,"type":"term","title":"tire and wheel","url":"/glossary/tire-and-wheel","quote":"\"What's my excess wear and tear? What's my tire and wheel? And I'm just going through my stony goal, you know, in my mind.\"","canonicalId":"term:tire-and-wheel","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Tire and wheel coverage is an optional protection plan that covers repairs or replacements of tires and wheels damaged by road hazards.","simplifiedExplanation":"Tire and wheel coverage helps pay to fix or replace your car's tires and wheels if they get damaged while driving."}},{"startTime":751.9,"endTime":782.9,"type":"term","title":"use cars","url":"/glossary/use-cars","quote":"you know, we're, we're running $2,000 a copy and use cars. ... they're getting real surgical with AccuTray to be able to source more use cars.","canonicalId":"term:use-cars","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Used cars are previously owned vehicles that are sold again, often through dealerships or private sales. They typically have lower prices than new cars but may vary in condition and history.","simplifiedExplanation":"Used cars are cars that someone else owned before and are now being sold again. They usually cost less than brand new cars but might have some wear or issues."}},{"startTime":771.8,"endTime":771.8,"type":"company","title":"AccuTrade","url":"/glossary/accutrade","quote":"Now, the dealers that I work with that are using, you know, they're getting real surgical with AccuTray to be able to source more use cars.","canonicalId":"company:accutrade","priority":0.5,"confidence":0.85,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"AccuTrade is a software platform used by car dealers to source, price, and manage used vehicle inventory more effectively, helping them find the right cars to meet demand.","simplifiedExplanation":"AccuTrade is a computer program that helps car dealers find and price used cars better so they can sell more cars."}},{"startTime":801.2,"endTime":803.0,"type":"term","title":"tread depth","url":"/glossary/tread-depth","quote":"Did you measure the tread depth? Did you scan it with an OBD scanner?","canonicalId":"term:tread-depth","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Tread depth measures how much rubber is left on a tire's tread, which affects grip and safety. It's important to check when buying used tires or vehicles.","simplifiedExplanation":"Tread depth tells you how much of the tire's surface is left to keep your car from slipping on the road. More tread means safer driving."}},{"startTime":803.0,"endTime":805.3,"type":"term","title":"OBD scanner","url":"/glossary/obd-scanner","quote":"Did you measure the tread depth? Did you scan it with an OBD scanner? Have you done the car facts?","canonicalId":"term:obd-scanner","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"An OBD (On-Board Diagnostics) scanner is a tool used to read error codes from a vehicle's computer to diagnose mechanical or electrical issues.","simplifiedExplanation":"An OBD scanner is a gadget that plugs into your car to check if anything is wrong with the engine or other parts by reading computer messages."}},{"startTime":806.9,"endTime":808.9,"type":"term","title":"title history","url":"/glossary/title-history","quote":"Have you done the title history? That's exactly right.","canonicalId":"term:title-history","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Title history refers to the record of ownership and any legal or insurance issues associated with a vehicle, important for verifying a car's background before purchase.","simplifiedExplanation":"Title history is like a report card for a car that shows who owned it before and if it had any accidents or problems."}},{"startTime":822.42,"endTime":852.9,"type":"term","title":"F and I","url":"/glossary/f-and-i","quote":"If you don't have the right process, whether it's in use cars, F and I, sales or service, it doesn't matter because it becomes a mute point. You would never tolerate in your F and I department.","canonicalId":"term:f-and-i","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"F and I stands for Finance and Insurance, a department in car dealerships responsible for arranging financing, selling insurance products, and handling related paperwork during vehicle sales.","simplifiedExplanation":"F and I means Finance and Insurance. It's the part of a car dealership that helps you get a loan to buy a car and offers insurance and other products."}},{"startTime":864.2,"endTime":865.4,"type":"term","title":"used cars","url":"/glossary/used-car","quote":"\"Why do you do that in use cars? And that same group I'm thinking about, they sell 40,000 plus use cars a year.\"","canonicalId":"term:used-car","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Used cars are pre-owned vehicles that have had previous owners, often sold through dealerships or private sellers.","simplifiedExplanation":"Used cars are cars that other people have owned before and are now being sold again."}},{"startTime":869.6,"endTime":876.5,"type":"term","title":"PVR (Per Vehicle Retail)","url":"/glossary/pvr-per-vehicle-retail","quote":"\"They doubled their, their average use car, PVR per vehicle, retailed two years ago. And then they doubled it again.\"","canonicalId":"term:pvr-per-vehicle-retail","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"PVR stands for Per Vehicle Retail, a metric used by dealerships to measure the average gross profit made on each vehicle sold.","simplifiedExplanation":"PVR means how much money a dealer makes on average when they sell one car."}},{"startTime":902.7,"endTime":906.9,"type":"term","title":"ADAS windshields","url":"/glossary/adas-windshields","quote":"And right now, you know, those ADAS windshields can be $3,200 with the safety features in them.","canonicalId":"term:adas-windshields","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"ADAS windshields are windshields equipped with sensors and cameras that support Advanced Driver Assistance Systems (ADAS) like lane-keeping assist and automatic emergency braking. These specialized windshields are more expensive due to the integrated technology.","simplifiedExplanation":"ADAS windshields are special car windows that have cameras and sensors built into them to help the car drive safer. Because of these parts, they cost more to replace."}},{"startTime":1176.7,"endTime":1183.82,"type":"concept","title":"EVs coming off lease","quote":"But obviously with this wave of EVs coming off lease, you know, what do you","canonicalId":"concept:evs-coming-off-lease","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Electric vehicles (EVs) coming off lease refers to the return of leased electric cars to dealerships or leasing companies after the lease term ends. This can impact used car markets and availability of affordable EVs.","simplifiedExplanation":"When people rent electric cars for a few years and then give them back, those cars become available for others to buy or lease. This can make electric cars easier to get used."}},{"startTime":1183.82,"endTime":1188.7,"type":"term","title":"used car market","url":"/glossary/used-car-market","quote":"see, where do you feel that impact is going to make on the used car market? And in particular, like from a pricing and being able to retail that perspective.","canonicalId":"term:used-car-market","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"The used car market refers to the buying and selling of pre-owned vehicles. It is influenced by factors like vehicle affordability, availability, and consumer demand.","simplifiedExplanation":"The used car market is where people buy and sell cars that have been owned before. Prices and availability depend on how many cars are for sale and how much people want them."}},{"startTime":1195.1,"endTime":1199.7,"type":"term","title":"used EVs","url":"/glossary/used-evs","quote":"More excited than I've been about EVs ever on the used EVs specifically because of the affordability, you're going to have more used EVs this year","canonicalId":"term:used-evs","priority":0.9,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Used EVs are pre-owned electric vehicles. Their market is growing due to increasing affordability and availability, making them attractive options for buyers looking for sustainable transportation.","simplifiedExplanation":"Used EVs are electric cars that someone else owned before. They are becoming more popular because they cost less and more people want to buy electric cars."}},{"startTime":1199.7,"endTime":1205.9,"type":"term","title":"affordability","url":"/glossary/affordability","quote":"because of the affordability, you're going to have more used EVs this year that are sub $30,000, which are the cars that move the fastest.","canonicalId":"term:affordability","priority":0.5,"confidence":0.9,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Affordability in the automotive market refers to how reasonably priced vehicles are for consumers. It greatly affects how quickly cars sell, especially in the used market.","simplifiedExplanation":"Affordability means how much money you need to buy a car. If a car is affordable, more people can buy it easily."}},{"startTime":1220.5,"endTime":1220.6,"type":"term","title":"EV","url":"/glossary/ev","quote":"I would never have an EV and I go, are you sure?","canonicalId":"term:ev","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"EV stands for Electric Vehicle, which is a car powered entirely or primarily by electricity instead of gasoline or diesel fuel.","simplifiedExplanation":"An EV is a car that runs on electricity instead of gas, so it doesn't need to stop at gas stations."}},{"startTime":1254.7,"endTime":1257.2,"type":"term","title":"market day supply","url":"/glossary/market-day-supply","quote":"But my favorite car, I don't care about, you know, all my favorite cars, the one with the lowest market day supply that sells the fastest.","canonicalId":"term:market-day-supply","priority":0.5,"confidence":0.95,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"Market day supply is a metric that indicates how many days it would take to sell all the current inventory of a particular car model at the current sales pace. It helps dealers and buyers understand how quickly a car is selling.","simplifiedExplanation":"Market day supply tells you how many days it would take to sell all the cars like this one if no new cars came in. A low number means the car sells very fast."}},{"startTime":1309.1,"endTime":1311.0,"type":"term","title":"BEV","url":"/glossary/bev","quote":"You know, what's the difference between a PH EV and a BEV?","canonicalId":"term:bev","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"BEV stands for Battery Electric Vehicle, which is a type of electric vehicle powered only by batteries without any gasoline engine.","simplifiedExplanation":"A BEV is a car that runs only on electricity stored in a big battery, and it doesn't use any gas at all."}},{"startTime":1313.2,"endTime":1315.0,"type":"term","title":"plug-in hybrid","url":"/glossary/plug-in-hybrid","quote":"And what's a, you know, a plug in hybrid versus a regular hybrid?","canonicalId":"term:plug-in-hybrid","priority":0.9,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A plug-in hybrid is a vehicle that combines a gasoline engine with an electric motor and a rechargeable battery, allowing it to run on electric power for limited distances before switching to gasoline.","simplifiedExplanation":"A plug-in hybrid car can use both gas and electricity, and you can charge its battery by plugging it in to drive on electricity for short trips."}},{"startTime":1315.0,"endTime":1317.42,"type":"term","title":"regular hybrid","url":"/glossary/regular-hybrid","quote":"And what's a, you know, a plug in hybrid versus a regular hybrid?","canonicalId":"term:regular-hybrid","priority":0.5,"confidence":1.0,"source":"hybrid-fuzzy+gpt-4.1-mini","data":{"explanation":"A regular hybrid vehicle uses both a gasoline engine and an electric motor but cannot be plugged in to recharge; the battery is charged through regenerative braking and the engine itself.","simplifiedExplanation":"A regular hybrid car uses gas and electricity together, but you can't plug it in to charge. It charges its battery while you drive."}}],"speakers":[{"id":"s1","name":"JMA Group","role":"host"}],"transcripts":[{"url":"http://getcarcurious.com/episodes/s5e02-digital-trust-what-causes-customers-to-convert/transcript.vtt","type":"text/vtt"}]}