Report: Electric car buyers hate the dealer experience
Researchers at the Institute of Transportation Studies at the University of California at Davis have made a startling discovery: Consumers in the market for an electric vehicle hate dealing with the traditional car dealers that sell EVs.
Green Car Congress has a story on the UC Davis study, which found that purchasers of plug-in electrics were less satisfied with their experience with the sales departments at car dealerships than purchasers of traditional gas-powered vehicles.
And the feeling is mutual, it seems: Sales people at dealers that sell EVs alongside traditional cars often don’t like to take the extra time (for time is money) to explain the basics of how EVs work. As Green Car Reports notes, “Customers tended to be more discriminating, they said, which demanded more time and effort by the staff to answer questions and arrange test drives.”
The exception to the rule of customer dissatisfaction is Tesla, which doesn’t even use dealers: Buyers pick out the model they want in the showroom, then order online.