Why We Fail to Connect With Customers: The Buying Personality Blind Spot

In today’s automotive world, customers don’t just buy cars, they buy experiences. Yet too often, dealerships miss the mark in connecting with customers at the exact moment they’re ready to buy. 

Why? Because we fail to recognize who is sitting on the other side of the conversation.

Every customer comes to us with a buying personality: Driver, Amiable, Analytical, or Expressive. When sales teams push the process without adapting (while still following the process) to the customer’s mindset, we lose trust, lose influence, and ultimately lose the deal. 

Let’s break it down across the three primary touchpoints: internet leads, inbound sales calls, and in-person visits.

1. Internet Leads: Where Silence Speaks Loudest

Internet leads are a customer’s way of raising their hand and saying, “I’m interested.” But different personalities interpret the process differently:

• Drivers want action. If you bury them in details without offering a next step, they’ll look for someone who respects their time.

  
  

• Analyticals want clarity. If your response is vague or incomplete, you’ve lost them. They need data, details, and specifics.

  
  

• Expressives want energy. If your email or video reply feels like a form letter, they’ll sense it and move on.

  
  

• Amiables want reassurance. If you don’t show patience or empathy in your response, you’ve failed to build trust.

The challenge with internet leads is that your first impression is often through text or video. Misalign your tone or response style, and you’ll never even get the chance to earn the appointment.

2. Inbound Sales Calls: Control Without Connection

Phone calls are high-stakes. The customer is giving you their time, but most salespeople lose the opportunity by not adapting to personality cues.

• Drivers will try to guide the call. If you sound unsure, you will not be able to guide the guest.

  
  

• Analyticals will push back if you dodge questions. They need to believe you’re competent and prepared.

  
  

• Expressives want excitement & enthusiasm - with guidance. A monotone, robotic approach kills the vibe instantly.

  
  

• Amiables want a friendly guide. If you rush them or sound transactional, they’ll disconnect emotionally.

  
  

Too many salespeople fall into the trap of “answering questions” rather than guiding the call in a way that matches the customer’s buying style. 

That’s why calls end with “I’ll think about it” instead of “Let’s set the appointment.”

3. Showroom Visits: The Make or Break Moment

When the customer finally walks in, this is where connection or disconnection becomes crystal clear.

• Drivers are turned off by small talk that wastes their time. They want results, not chatter.

  
  

• Analyticals are put off by salespeople who skip over details and pressure them to “just decide.”

  
  

• Expressives disengage when the experience feels cold or routine. They thrive on energy, recognition, and fun.

  
  

• Amiables retreat when they feel pushed or rushed. They want collaboration and reassurance.

  
  

The showroom floor is where your adaptability (or lack of it) is exposed. If you treat every customer the same, you’re guaranteed to lose some.

The TRUSkills Takeaway

The problem isn’t that customers don’t want to buy. 

It’s that we fail to connect with the way they buy. Internet leads require tailored first impressions. Sales calls demand control with sensitivity to personality. Showroom visits are about mirroring the customer’s pace and priorities.

At TRUSkills Coaching, we teach sales teams how to recognize and adapt to these buying personalities in real time. 

Because the truth is simple: when you understand people, you understand how to win more deals.