By James Chevrette
A handful of retailers across North America are reporting a surge in customers arriving with “AI-generated shopping lists.” Using AI chatbots like ChatGPT, consumers are bypassing traditional forums and search engines to create their own ideal systems with specific part numbers and installation guides.
The result is some are bringing in pre-prepared quotes to retailers (including labor). And the quote will often include incorrect part numbers or even non-existent parts.
For example, we were told of chatbots referring home audio (120-volt) products to customers for automotive use. And AI might recommend a head unit while failing to mention the specific CAN-bus interface required to retain steering wheel controls or factory amplifiers etc.
Customers have always been resistant to sales people and AI-researched quotes add another layer to this resistance. The question is how to prepare salespeople.
Salespeople will require educational scripts on how to handle customer complaints such as, “But ChatGPT said…” Training should emphasize that while AI is great for general research, it does not account for mid-year manufacturing changes or the specific trim-level variations that professional or paid for databases address.
Retailer Encounters With AI
Amy Bowler and Chris Francis of Atlantic Car Stereo in Nova Scotia, reported an uptick in customers using AI not just for parts, but to “verify” labor rates and install times.
Carlos Ramirez, of NVS Audio in New Jersey, reports a large spike in AI-generated quotes in the motorcycle audio world, where fitment and environmental concerns are notoriously complex.
Ata Ehdaivand, of Absolute Electronix in Maryland, reports several customers arriving with AI-generated shopping lists.
Steve’s Stereo in Utah, reported a shift in consumer behavior; customers are explicitly referencing AI as their primary quoting tool.
Jason Stearns of August Motorsports in British Columbia, shared that some sales staff are using AI to check basic compatibility (e.g., radio swaps) with mixed results, necessitating human oversight.
Dalton Trainer of Car-tunes Inc in Mississippi, reported no AI activity, suggesting high-end clientele still prioritize professional authority over DIY bot research.
The Reality of AI “Technical Advice”
AI is a powerful brainstorming tool, but its databases lack real-world experience. Examples of creditable resources are Metraonline.com, Crutchfield.com or ProDemand, that many of our industry professionals rely on when quoting or recommending installation parts.
A couple more points on AI:
The Hallucination Gap: AI models predict the next likely word, not the actual fitment. This results in hallucinated part numbers or suggestions pulled from the wrong model year or vehicle.
The Confidence Bias: Because AI delivers answers in an authoritative tone, customers often arrive less open to a human technician/salesperson, creating friction on the sales floor.
AI is Already Here
AI is no longer a “future” concern; it is currently influencing the sales floor from the Maritimes to Mississippi. However, AI’s lack of hands-on knowledge regarding vehicle-specific nuances and local labor markets etc. means the retailer’s role as the technical and financial authority is more important than ever.
We Want to Hear from You
Have you seen this trend on your salesfloor? Share your story in the comment section below or reach out to us directly on our about page.
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This is already happening in the 12V world.
Customers are coming in with AI-generated parts lists, wiring plans, and quotes—but a lot of it doesn’t hold up in real installs. Wrong parts, missing details, or things that just won’t work once you get into the vehicle.
The issue isn’t AI itself—it’s that most of these tools aren’t built for our industry.
That’s exactly why I’m building Agent12Volt—a 12V-focused AI system designed around real install workflows, verified data, and tools installers actually use. Instead of guessing off random internet info, it’s built to give accurate, usable results for things like wiring, fitment, box design, and more.
AI isn’t going anywhere. The shift is going to be from fighting bad AI… to using the right AI.
Lol, based on some of these responses, good thing 12V salespeople never miss, right?
Just like “showrooming” 20 years ago, AI isn’t going anywhere either. Adapt and use it to your advantage… or get comfortable being left behind.
We have had clients come in the same way. I have found these clients easier to work with and have closed 7-10 of them. If I had to estimate. These clients are doing their own research and in my experience have been buyers.
Some have had wrong information all together and some lead us into sales we may have not mentioned. This will be great as we can shine and provide real world insight and hands on knowledge that is easy to translate after the seed was planted by AI.
I found leading with your experience and history has been a great boost for the ai bots. If you have national brands use them with what real world people are looking for with you being the source in your area. The clients are coming in prepared and with done knowledge. Whether right or wrong your time to capture is now. How will you do it? Hate ai like everyone else ; not me. I love the clients and the revenue stream. Thank them for coming in and do what you do to shine for you and your team. Nothing happens until someone sells something. It’s a tool.
On another note from Ai , they are calling to ask prices for clients. Some are harder to distinguish between. They are collecting data and grading you on it! Be nice and professional, as we do not like to just give prices; consider the bots have their job and if they can’t get the information it grades you for it. Negatively, real world considerations.
Thanks for the read. Hope we can add some insight to the subject.
Robert
Austin Sunshades Tint & Sound
I have had clients come in with AI shopping lists but so far they have admitted fromt he start AI has flaws. And they are in my shop to ask an expert’s opinion.
To me these are great exercises in your ability to connect with the client on a human level and demonstrate your knowledge base and expertise. Maybe it’s a waste of your time and they are still going to buy on Crutchfield. But often converting them to a customer isn’t any harder then someone walking in with a forum posts about the amazing experience one guy had doing something you wouldn’t normally do.
We tell those customers that ChatGPT has never installed a system before.
That’s 💯 on-point! Some ‘people’ will rush to the latest (yet still absolutely not close to mature ‘tech’), ‘AS IF’ it were some kind of authentic panacea. But as we know from years in the ‘retail trenches’ — you are bound to frequently be blessed to witness, “ the Good, the Bad, the Ugly” — and the truly ‘UFB!’ 🙄
Dunning-Kruger – I LOVE IT.
So this will all come down to Good Old Fashioned Sales Skills.
Maybe start by interrupting their rant to ask …” So what brings you in today?”
And if that doesn’t spin the conversation – Then offer a Take Away of “Great – sounds like you’re all set – Good Luck.”
And lastly there is ” I’d love to help educate you on our 50+ year of Cars & Electronics – but we charge $95.00 per hour for tutorial explanations with a 2 hour minimum.”
There are still lots of ways to have fun with customers’ – just remember they came to you for a reason – your name & reputation – let that always drive you… and as Eddy Kay once said – “He who get the money in the register WINS !”
Every single person who has come to me with “but AI says!” statements has been an absolute nightmare to work with and thought they (or AI) knew everything. It’s making the Dunning-Kruger effect even worse, allowing people to think they’re much much smarter and more well informed than they actually are. Absolute menace to society in tech form.
This is just like any other technology obstacle we have to overcome. When they say “AI says it should only cost this much”, tell them “Get AI to install it for you then”.
AI is a rabbit hole that will never give you the correct info
Yep. This AM I took the response from ChatGTP and feed that response into Claude Haiku 4.5. Hilariously comical end result of two Ai agents disagreeing with each other, and the resulting output from each masquerading as 100% fact. Ai “enabled” consumers is the latest iteration of the dreaded “expert friend.”