Fixed Ops Magazine - 2023 Vol20 04 - 28

receive the best guidance when considering an EV purchase.
Ongoing training also allows staff to address any
new concerns or questions that customers may have,
further enhancing the customer experience.
DEALERSHIPS NEED TO PROVIDE
CUSTOMER RIDE AND DRIVE AS
SCHEDULED EVENTS
Customer Engagement and Support activities need to
grow into a customer-centric approach, teaching sales
and service staff to engage with customers and provide
ongoing support throughout their EV ownership.
Staff should be trained to understand customer needs,
educate them about suitable EV options, and address
concerns related to range anxiety, charging infrastructure,
and EV maintenance. Staff can guide customers
through routine maintenance, battery health, and software
updates, ensuring a loyal ownership experience.
From what I have learned about dealership staff's exposure
to EV information, and knowledge, whether from
OEMs or other sources, it reinforces their confidence.
Their resulting belief is that they are good at using their
communication skills to give hands-on demonstrations
to customers about the benefits and features of EVs.
Continued learning and staying updated with EV ad28
vancements
allow dealership staff to provide additional
accurate and reliable information to customers on an
ongoing basis. In my experience this creates not only
educated clients but also increases their loyalty to the
dealer and brand. A real win-win.
Don Graff was the first
person featured on the
cover of Digital Dealer
Magazine as e-Commerce
Director of the 15
store Flemington Car &
Country Auto Group.
Don's credentials include
NADA Dealer Academy,
team-builder certification (Heller-Watson), and adult
education course designer (Education Systems For The
Future). His consulting career includes projects with the
prestigious firms of JD Powers and Maritz Sales Performance
Improvement. As a trusted advisor to dealers,
Don managed the recruiting, training and development
of dealership personnel which is the basis of the Acquire
Retain Reward Strategy to increase profitability.
Don Graff Automotive Advisors PH: 239-301-2923
E: Don@dongraffautomotive.com

Fixed Ops Magazine - 2023 Vol20 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 04

Fixed Ops Magazine - 2023 Vol20 04 - 1
Fixed Ops Magazine - 2023 Vol20 04 - 2
Fixed Ops Magazine - 2023 Vol20 04 - 3
Fixed Ops Magazine - 2023 Vol20 04 - 4
Fixed Ops Magazine - 2023 Vol20 04 - 5
Fixed Ops Magazine - 2023 Vol20 04 - 6
Fixed Ops Magazine - 2023 Vol20 04 - 7
Fixed Ops Magazine - 2023 Vol20 04 - 8
Fixed Ops Magazine - 2023 Vol20 04 - 9
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Fixed Ops Magazine - 2023 Vol20 04 - 27
Fixed Ops Magazine - 2023 Vol20 04 - 28
Fixed Ops Magazine - 2023 Vol20 04 - 29
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Fixed Ops Magazine - 2023 Vol20 04 - 31
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Fixed Ops Magazine - 2023 Vol20 04 - 49
Fixed Ops Magazine - 2023 Vol20 04 - 50
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Fixed Ops Magazine - 2023 Vol20 04 - 53
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Fixed Ops Magazine - 2023 Vol20 04 - 56
Fixed Ops Magazine - 2023 Vol20 04 - 57
Fixed Ops Magazine - 2023 Vol20 04 - 58
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Fixed Ops Magazine - 2023 Vol20 04 - 68
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