TRAVERSE CITY, MI – New technology and old-fashioned customer service will ensure the survival of small dealerships, says Alan Starling, vice chairman of the National Automotive Dealers Assn. (NADA). The Internet is empowering consumers, Starling tells Ward’s. Its use as a research tool, helping prospective buyers locate their vehicles of choice, is increasing steadily. “I have people doing this now. They say: ‘This is what I want. You don’t have it, but I know the dealer in Winter ...

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