Like almost every other aspect of the autobiz, the retailing and service side is changing. Tesla has gone to war in the US to end the cosy manufacturer/dealer relationships and sell direct to the end user. Extensive consolidation into massive dealer groups has taken place worldwide (RIP most 'mom 'n' pop' shops) and almost all outlets these days - even in my small town - seem to be big, smart, glass and chrome edifices populated by sales staff toting tablets and electronics-savvy 'technicians' in place of the grease-stained 'mechanic' of yore. Handover of the new car has also changed - how about a virtual reality presentation?