Adapting to the EV wave isn’t easy—dealerships everywhere are feeling the pinch as traditional service revenue dips and EV technology reshapes customer expectations. The shift means less need for oil changes and brake repairs, but higher demand for specialized knowledge, charging infrastructure, and EV-specific service strategies.
As EVs take over more of the car market, the dealerships that thrive will be the ones that embrace these changes head-on. Here’s how you can make the transition smoother, boost customer trust, and ensure EV owners see your dealership as their go-to for sales and service.
1. Make your dealership EV-friendly
Success in EV sales starts with a commitment to building an EV-friendly culture across your entire dealership. It’s not just about adding EVs to your inventory; it’s about making EVs part of the dealership DNA, from the front desk to the service bay.
Start by getting buy-in from other leaders—enthusiasm and commitment from the top trickles down to every role. Next, ensure everyone in the dealership understands the basics of EV technology and can answer common questions about charging, range, and maintenance.
Finally, update your dealership environment to reflect this shift: designate EV parking, invest in charging stations, and create an inviting atmosphere that assures customers you’re an EV-focused destination.
When customers see a seamless EV experience from knowledgeable staff and convenient resources, they’re more likely to trust you with their EV purchase and ongoing service needs.
2. Get to know your EV customers’ needs
For customers, buying an EV is still new territory, filled with questions and concerns that aren’t typical for traditional vehicles. You’ll need to understand and address these specific needs, such as range anxiety, battery longevity, and charging access.
Educate customers on EV perks—reduced maintenance costs, tax credits, and lower fuel expenses—and highlight features that make EVs practical for everyday life. Offering battery health certification for pre-owned EVs, for instance, can help customers feel confident in their purchase and ease fears about battery reliability and performance.
Addressing these unique points of uncertainty is what will set your dealership apart, making EV ownership easier to navigate and providing customers with peace of mind.
When customers feel informed and understood, they’re far more likely to choose your dealership as their trusted EV resource.
3. Equip your techs for EV repairs
As EVs continue to make up a larger share of the market, dealerships need to prepare their service departments by training technicians in the specialized skills these vehicles demand. While EVs may have fewer moving parts than internal combustion engine (ICE) vehicles, there are significant training challenges now due to the complexities of battery management, electrical systems, and high-voltage safety protocols.
Investing in specialized training programs not only ensures a smooth transition for techs but also addresses the barriers of time and cost that often prevent repair shops from adapting to EV service needs
The good news is EV maintenance training is more accessible than ever, with programs and automaker partnerships offering pathways for technicians to learn key skills in battery diagnostics, high-voltage safety, and advanced repairs, from the basics to more complex certifications.
On top of that, outfitting the service department with the proper tools—like high-voltage gloves, insulated tools, and OE-recommended diagnostic equipment—enables technicians to work safely and efficiently.
Invest in EV-specific training and tools now to equip your technicians with the skills and safety knowledge needed for EV repairs—positioning your dealership as a trusted service provider for the growing base of EV owners.
4. Train your sales team on EV essentials
It’s not just the technicians that benefit from EV training. Equip your sales team with comprehensive EV knowledge, from understanding key features and incentives to addressing common concerns like range and charging options. Ensure they know how EVs compare within your lineup and against competitors, including hybrid and combustion models.
The more your team can inform and reassure customers, the more confident those buyers will feel. Simple, customer-focused answers on EV maintenance, incentives, and practical use will make your dealership stand out.
An informed, customer-oriented sales team builds trust and drives EV sales success.
5. Update your service process for EVs
Prepare your service department to meet EV-specific needs by adapting processes like pre-delivery charging, battery health checks, and tire rotation services. Avoid generic service messaging—no EV customer wants an oil change reminder—and focus on relevant EV maintenance.
You’ll also want to make sure your technicians are equipped to provide clear guidance on battery longevity and charging practices. An EV-tailored service process strengthens customer loyalty and enhances the dealership’s EV credibility.
An EV-specific service experience ensures satisfied customers who keep coming back.
6. Add charging stations at your dealership
Invest in charging infrastructure, ideally offering both Level 2 and Level 3 options, to make your dealership a convenient stop for EV owners.
Use charging stations as a selling point, demonstrating your dealership’s commitment to EVs and providing a valuable resource for customers. Walk customers through home charging solutions and public charging locations to support them beyond the sale.
Provide in-house charging stations to build convenience and credibility for your EV customers.
7. Create a marketing plan just for EVs
Create marketing content that demystifies EV ownership, from financial savings to environmental benefits, and addresses common buyer concerns like range and charging access. Use digital channels to showcase your dealership’s expertise, including information on certified battery health checks and available incentives.
Be sure to highlight your dealership’s unique EV perks, like charging stations and knowledgeable staff, to make it clear why customers should choose you for their EV needs.
A targeted, informative marketing strategy makes your dealership the go-to source for EV buyers.
8. Support and educate your EV customers
Guide customers through EV ownership by addressing key concerns such as range, charging, and battery longevity. Offer educational resources, such as seminars or informational sessions, to help new EV owners feel more confident and supported. By proactively educating customers, you make their transition to EVs smoother and build lasting trust with your dealership.
Proactive education fosters confident EV owners who feel supported by your dealership.
9. Offer EV-focused service packages
Offer exclusive EV service packages with perks like prepaid maintenance, free or discounted charging, and regular battery health assessments to encourage return visits. Including renewable benefits, such as road hazard tire protection and emergency roadside assistance, will keep EV customers coming back. Tailor your service packages to EV needs, making them a valuable add-on for customers looking for peace of mind.
EV-focused service packages enhance loyalty and make your dealership an essential EV partner.
10. Boost tire sales to support EV service needs
Tires are a major defection point dealerships deal with (29% of dealership customers are unsure if their dealership even sells tires) and this is made worse with EVs. The rise of EVs means fewer service needs overall, but increased demand for tire-related services due to EV-specific factors.
Electric vehicles (EVs) are heavier and offer instant torque, causing faster tire wear compared to traditional vehicles. EV tires require frequent rotations (around every 5,000 miles) and replacements sooner, often within 20,000 to 30,000 miles.
With higher-quality tires needed, dealerships can offset the reduced demand for traditional services by focusing on tire care, which is a high-value, high-frequency opportunity that can drive EV customer retention.
A tip about tires
Offering tire care through DriveSure’s Renewable Benefits keeps customers coming back, as it covers tire repairs and credits toward replacements directly at your dealership, and for situations not often covered by standard tire protection. This unique benefit builds loyalty without complicated programs or discounts, ensuring your dealership is top-of-mind for EV service.
You can learn more about how you can offer this tire coverage on our Renewable Benefits page.
FREE RESOURCE
The Sales-to-Service Handoff Checklist for Creating Lifelong Customers
Unlock the secrets of mastering the all-important sales-to-service handoff and watch your customers come back again and again.
