The Rise of In-Transit Vehicle Purchases

In-transit purchases have hovered around 20% throughout 2025, peaking at 29% in August, and hit 23% in November. While spikes occur, there’s a broader trend: More customers are willing to buy vehicles they've never seen in person or test-driven. For brands like Toyota or Lexus, this has practically been the norm since the pandemic, with in-demand models like the RAV4 or TX still maintaining a waitlist in some areas. 

This shift creates a unique opportunity for dealerships. There are buyers who are set on a car before the traditional test drive, a key deciding moment in the buying process. For in-transit buyers, the waiting period between purchase and delivery has become a critical moment for dealerships to strengthen relationships, reduce anxiety and create memorable experiences that shape long-term loyalty. 

With nearly one in five buyers now waiting, here are some ways to turn the in-transit period into an opportunity to connect with customers:

Build Trust With Clear Expectations

For many customers, this experience feels very different from their last vehicle purchase. Start with clear communication to help everyone stay on the same page and ease anxiety. Share realistic delivery timelines, explain the in-transit process, and establish preferred communication channels to create a foundation of trust. 

Once the deposit is made and the excitement sets in, maintain regular, but meaningful,  communication. Repetitive updates like the vehicle’s "still in transit" are more frustrating than informative. Instead, share relevant progress updates, even if the details may shift due to weather, traffic and other unpredictable events, to provide a more engaging journey for customers. 

Strengthen Commitment With Sustained Excitement

Between signing on the dotted line and delivery, customers are sometimes waiting weeks for their new purchase. Maintain momentum with new photos or videos of their specific vehicle or sneak peeks of accessories or customization options. These touchpoints reinforce why customers are excited about this purchase. Plus, it reminds them that you’re still thinking about them.

Content can play a valuable role too. Articles or videos of key features, walk-throughs of the infotainment system, or explanations of new technologies sustain excitement while also helping them feel prepared for their new vehicle. 

Drive Loyalty With Memorable First Impressions

The time has finally come for a customer to see, sit in and smell their new car for the very first time. Depending on how the relationship’s developed, this moment may carry significant weight. If they've remained thrilled about their new purchase, this moment may have built up in their minds. On the other hand, if they've felt frustrated about the experience, delivery may hold the final opportunity to swing the relationship back in the right direction. 

Demonstrate respect for their time:

• Offer a pickup time that fits the customer's schedule.
• Schedule delivery when it's available.
• Make sure the vehicle is ready upon arrival, with paperwork in hand.
• Present a spotless and clean vehicle, removing any transport debris so it retains that new-car feel. 

For many in-transit buyers, efficiency is key, so a smooth handover experience reinforces that they've made the right decision. 

It’s also important to give customers control over how they experience delivery. Some may want a test drive or walk-through with a manager to get to know the car, ensure it meets expectations, and set up the typical infotainment connections. Others may prefer to skip straight to vehicle ownership and drive away. After weeks of waiting, this is their moment to step into the driver's seat, literally and figuratively. 

Create Lasting Relationships With Post-Delivery Connections

Follow-up check-ins give customers a chance to ask questions and share feedback. Because many skipped the test drive, their first days of ownership are when they’re truly getting to know their new vehicle. A Customer Relationship Manager[1]  or a post-purchase point of contact should answer any questions about the vehicle or infotainment system and connect them with the Service department for maintenance planning. This ensures they never feel left on their own and builds the foundation for return engagements — transforming a single transaction into a long-term relationship. 

In-transit purchases aren’t going anywhere. The waiting time between order and delivery is no longer downtime. Just as it is in the F&I waiting room, it’s a prime opportunity for dealers to create long-lasting value and build connections that go well beyond delivery.