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26 April 2018 | AutoData ESSAYS 2025 » CONSUMER OF THE FUTURE terminals. Sellers have been replaced by professionals called ‘angels’, who are just there to help the client - and only if and in what the client asks. As in the case of Tesla, the ‘angels’ re- ceive no commission. And their previous experienceswith customer service in com- merce came from electronics stores, clo- thing, glasses, watches. In three years the two stores together received one million visitors. Tony Whi- tehorn, president of local Hyundai, said: “Stores have brought a new shopping experience and consumer satisfaction as key elements. The main concept was to go to the consumer rather than make it come to us.” Practical results: 94% of buyers were new to the brand, 54% of them women. The average age of clients has dropped to 39 years. In the regional area of the two malls Hyundai’s market share jumped from 1.7% to 12%. And the customer experience received an average rating of 4.9 stars out of five possible. By analyzing the numbers Hyundai had no doubt and earlier this year bought the entire operation, leaving Rockar in the role of consultant. And more: it delivered the stores to its biggest dealer in that country, so he would learn how to do it - service professionals, the ‘angels’, were kept wi- thout any change. NATIONAL EXAMPLES In Brazil there are still no Tesla or Ro- ckar houses, but not for that there are no experiments to refresh traditional sales and customer relations. Ford has a recent and extremely signifi- cant sample inside the house that involves both the desire for cars and an indication of the brutal change in the process that comes around: it has closed commercialization for 250 units of the Mustang in pre-sale sys- tem, which required large R$ 30 thousand reserve - 10% of the value of the car. All of them were made 100% online, includingWhatsApp, and involved in some cases even newcomers who entered the