EV Customer Service Experience – Needs and Expectations – Lecture Summary
Most EV customers own their own home. How might a service advisor be asked to assist these
EV owners? - correct answer ✔✔EV owners may want Level 2 charging. Service advisors can
contact Merit for Level 2 home charging solutions.
Which selection below identifies electric vehicle owner expectations not shared by customers
with gas-engine vehicles? - correct answer ✔✔Expert EV service, EV loaner when needed and
explanations for unique display screens
Which of these are topics service advisors should be sure to discuss when introduced to new
GM EV customers? - correct answer ✔✔Service Department hours, scheduling options and
contactless service options.
Which of these is a best practice for new GM EV deliveries especially for contactless deliveries? -
correct answer ✔✔A welcome kit helps customers learn about EV maintenance and promotes
customer loyalty.
Beyond Service Department revenue, why is it so important to provide an exceptional customer
service experience? - correct answer ✔✔Loyal service customers are nearly twice as likely to
purchase another vehicle from your dealership.
Most EV customers own their own home. How might a service advisor be asked to assist these
EV owners? - correct answer ✔✔EV owners may want Level 2 charging. Service advisors can
contact Merit for Level 2 home charging solutions.
Which selection below identifies electric vehicle owner expectations not shared by customers
with gas-engine vehicles? - correct answer ✔✔Expert EV service, EV loaner when needed and
explanations for unique display screens
Which of these are topics service advisors should be sure to discuss when introduced to new
GM EV customers? - correct answer ✔✔Service Department hours, scheduling options and
contactless service options.
Which of these is a best practice for new GM EV deliveries especially for contactless deliveries? -
correct answer ✔✔A welcome kit helps customers learn about EV maintenance and promotes
customer loyalty.
Beyond Service Department revenue, why is it so important to provide an exceptional customer
service experience? - correct answer ✔✔Loyal service customers are nearly twice as likely to
purchase another vehicle from your dealership.
