Sales representatives in car dealerships will increasingly need better listening skills to interpret customers' needs and offer high-quality personalized service, overshadowing the technical abilities that have historically been dominant in the automotive sector. The evolution of the skills of sales personnel in the automotive sector is not only fundamental and necessary, but also requires a certain urgency. The reduction of the moments of physical contact and relations will lead customers to use and consult the information offered by other services even more (internet, most of all). The visit to the dealership may take place in a subsequent phase, when the customer already has a series of more structured expectations, based on – apparently – being more informed.