Tell Me About Why You’re Exploring an EV Today

• Which of these best describes the trigger bringing you to consider an electric vehicle right now? Options: Lease/mortgage/contract ending, Rising fuel costs, Work sustainability mandate, Available tax/rebate incentives, Curiosity about EV tech, Other
• On average, how many miles do you drive in a typical weekday? Options: Under 20 mi / day, 20–40 mi / day, 40–60 mi / day, 60–100 mi / day, Over 100 mi / day
• How many days per week do you use a car for commuting or regular trips? Options: Every day, 4–5 days, 2–3 days, Once a week, Rarely
• Who else in your household regularly drives the same vehicle or would share charging? Options: Just me, Partner/Spouse, Teen/Other family members, Shared among roommates, Fleet/shared vehicle, Other
• What vehicle are you planning to replace (make/model or category)?
• When do you realistically expect to make a purchase or lease decision? Options: Immediately (within 2 weeks), This month, Next 1–3 months, 3–6 months, Longer/Undecided

Could Your Current Routine Work Without Gas?

• If your next car never needed gas, what are you most worried about that would make that hard to live with? Options: Not enough range, Charging logistics at home, Charging on the go, Battery degradation over time, Incentives/price uncertainty, Other
• What is the longest round-trip you take on a typical route (work, school, errands)? Options: Under 30 miles, 30–60 miles, 60–100 miles, 100–200 miles, Over 200 miles
• How often do you take longer-than-normal trips (weekend getaways, road trips)? Options: Weekly, Monthly, A few times a year, Once a year, Almost never
• How much range buffer would make you feel comfortable for daily use (the extra miles beyond your usual need)? Options: 10–20 miles, 20–50 miles, 50–100 miles, 100+ miles, I’m not sure
• Tell me about a recent trip where you worried about running out of fuel or charging—what happened and how did it feel?

Where Will Your Car Sleep—and Will It Plug In?

• Do you have consistent overnight access to a place where a car could be charged (garage, driveway, assigned curb spot)? Options: Private garage, Driveway/parking pad, Assigned curb parking (no outlet), Street parking without outlet, Shared/managed parking (condo/apartment), Work-only parking
• If you live in a multi-unit building, do you have permission or a policy in place to install a charger? Options: Yes, permission secured, No, but can request permission, No and unlikely to get permission, Not applicable (single-family)
• What is your current electrical service at home (panel size or known limits)? Options: Standard 100A, Upgraded 200A, Unsure, I live in a multi-unit with managed service, Other
• Would you consider a home EVSE installation that requires electrical upgrades and contractor coordination? Options: Yes—want us to manage installation, Yes—but I’ll vet contractors, Maybe—depends on cost, No—I prefer public charging only, Unsure
• Where else would you ideally charge besides home? (Select all that apply) Options: Workplace, Public fast chargers, Shopping centers/malls, Depot/fleet hub, Friend/Family home, Other

What Would Make Charging Feel Effortless?

• Imagine charging was no longer a worry—what routine would look different for you?
• Which charging pattern do you prefer or expect to rely on most? Options: Overnight Level 2 at home, Regular use of public Level 2, Occasional DC fast charging on trips, Workplace charging during the day, Mixture of the above
• How important is charger speed to you (e.g., ability to add 100+ miles in 20–30 minutes)? Options: Critical—need fast charging access, Nice to have but not essential, Not important—overnight charging is fine, Unsure
• Would you like bundled options that include a home charger, installation, and warranty in your purchase? Options: Yes—please include everything, Maybe—show pricing separately, No—I’ll handle installation myself, I need guidance to decide
• What concerns do you have about installing or using a home charger (cost, permits, aesthetics, landlord, electrical work)? Please describe.

Who Needs to Be Persuaded (and How Do Decisions Get Made)?

• Are you the primary decision-maker for this purchase, or do others need to sign off? Options: I am the primary decision-maker, Partner/Spouse shares decision, Family/Household consensus required, Employer/Fleet manager decides, Other stakeholders
• Who else (names/roles) will influence or approve the purchase, and what concerns might they raise?
• What’s the budget or monthly payment range you’d prefer for this vehicle and charging solution? Options: Under $300/month, $300–$499/month, $500–$799/month, $800+/month, Not sure/Need guidance
• Do you plan to pay cash, finance, lease, or use employer/fleet financing? Options: Cash, Finance (loan), Lease, Company/fleet financing, Undecided
• If an employer or fleet is involved, what metrics will they evaluate (TCO, uptime, emissions, driver acceptance)? Options: Total cost of ownership (TCO), Uptime/availability, Emissions reduction, Driver satisfaction, Other

If This Deal Falls Apart, Why?

• What are the top three things that would derail or delay your decision (select up to three)? Options: Incentives change or disappear, Home charger installation problems, Unexpected total cost, Range concerns after testing, Vehicle/model availability, Lease/finance terms, Other
• Have you experienced any of those issues before with a vehicle purchase? Tell me what happened and how long it took to resolve.
• How long are you willing to wait for a preferred vehicle configuration or charging installation before choosing a different option? Options: Less than 2 weeks, 2–6 weeks, 6–12 weeks, 12+ weeks, I won’t wait—need immediate availability
• What would convince you the risk is manageable and worth proceeding despite potential hiccups?

Let’s Talk Incentives, the Numbers, and What's Real

• How familiar are you with federal, state, or local EV incentives and how they affect final pricing? Options: Very familiar, Somewhat familiar, Heard of them but unclear, Not familiar at all
• Do you want us to handle incentive capture and paperwork as part of the purchase? Options: Yes—please manage end-to-end, Yes—assist but I’ll sign forms, No—I’ll handle incentives myself, Unsure—explain options
• Are you planning to trade in a vehicle? If yes, how important is maximizing trade-in value to your decision? Options: Yes—very important, Yes—somewhat important, No trade-in, Undecided
• When you think about total cost of ownership (fuel, maintenance, charging, incentives), what matters most to you? Options: Lowest monthly payment, Lowest total cost over 3–5 years, Predictable operating costs, Lowest upfront price, Environmental impact
• What’s an acceptable range for down payment or upfront costs if a home charger is included? Options: No upfront—want bundled, Under $1,000, $1,000–$2,500, $2,500–$5,000, Prefer to finance installation

What Would Success Look Like 30, 90, and 365 Days In?

• Which of these outcomes would make you say, 'This EV decision was the right one' after 30 days? Options: Range meets my daily needs, Home charger installed and working, Monthly costs lower than ICE, Driver confidence in charging, Incentives received or pending
• After 90 days, which proof points would you want to see to stay confident in your choice? Options: No unexpected charging issues, Battery performance meets expectations, Savings on fuel/maintenance realized, Easy access to public charging on routes, Strong dealer support
• How will you measure battery health and range over time—what data or signs will make you concerned?
• What kind of owner education or handoff would make you feel prepared (in-person demo, digital guide, one-on-one session)? Options: In-person walk-through, Live remote session, Written/digital guide, Video tutorials, All of the above
• What’s the best way and cadence for us to check in after delivery to make sure you’re meeting those success milestones? Options: Phone call 1 week, 1 month, 3 months, Email updates only, In-person follow-up 1 month, Dedicated app/chat channel, Other

Are You Ready to Take the Next Step—or Need More Convincing?

• Based on everything we’ve talked about, how ready do you feel to move forward with a specific model and charging plan? Options: Very ready—let’s configure, Somewhat ready—need pricing details, Need more time/info on incentives or installation, Not ready—still researching
• What outstanding questions or pieces of information would change your readiness level right now?
• Would you like us to run a route-specific range simulation and TCO comparison for your typical week? Options: Yes—please run both simulations, Yes—range simulation only, Yes—TCO comparison only, Not now
• Who should be included in the next conversation or demo (name, role, contact preference)?
• Finally—what single thing would make you feel most confident saying 'yes' to an EV today?

• Current State & Success Criteria Alignment
• Route-Specific Range Simulation Workshop
• Total Cost of Ownership, Incentives & Sensitivity Session
• Charging Strategy, Installation Scope & Acceptance Plan

• Introductions & Meeting Objective
• Customer to confirm and share final route logs, typical commute days, and vehicle use exceptions (e.g., towing days).
• Seller to draft and record the agreed one-sentence current state, consequence summary, and future-state sentence into the project record.
• Seller to prepare baseline assumptions document (energy price, charging access, vehicle candidates) before the Route Simulation Workshop.
• Recap Preconditions
• Demonstrate (prove) that a specific vehicle range and charging approach meet the customer's future-state acceptance criteria.
• Surface any route or behavior gaps that would violate acceptance criteria and quantify their frequency and consequence.
• Obtain explicit customer validation of the recommended range-class and primary charging scenario.
• Seller to produce a detailed route-simulation report summarizing assumptions, per-route outcomes, breach frequency, and recommended vehicle options.
• If gaps exist, seller to propose mitigations (larger battery, changed charging behavior, workplace charging) with estimated impact.
• Customer to confirm any additional routes or atypical use-cases not included in the simulation within 48 hours.
• Recap Recommendation from Simulations
• Provide a clear, quantified TCO comparison that supports a single financially preferred vehicle option.
• Confirm incentive eligibility and the path/timeline to capture them, with responsible parties assigned.
• Surface financial sensitivities that could change the decision and document required mitigations.
• Seller to send the TCO workbook with editable assumptions and a one-page summary showing net price and payback metrics.
• Customer to provide any missing documentation required for incentive eligibility verification (address, EV driver status, fleet IDs).
• Seller to request finance/lease quotes based on the confirmed preferred option and return within agreed timeline.
• Reconfirm Chosen Charging Scenario
• Agree on the exact charging hardware, installation scope, owner responsibilities, and installation timeline.
• Ensure installer and incentive pathways are identified so costs and net timelines are clear.
• Define measurable acceptance tests and owner education steps that confirm charging readiness aligned to the future state.
• Seller to schedule a home/site survey with the selected installer and provide expected quote range within 5 business days.
• Seller to prepare an EVSE incentive capture checklist and required documentation for rebate submission.
• Customer to approve installer access windows and to confirm ownership preference for EVSE (own vs. seller-managed).
• Establish and record a single-sentence current state that describes what is breaking today.
• Quantify the cost, time, and risk consequences of the current state in operational terms.
• Agree a single-sentence future state (outcome) and measurable acceptance criteria that the Solution Experience must prove.
• Confirm required data and owners for route-specific simulations and modeling.
• Assumptions & Margin Settings
• Baseline TCO Assumptions
• Review of Collected Discovery Data
• Hardware & Power-Level Recommendation
• Home Installation Feasibility Checklist
• State in One Sentence
• TCO Presentation Across Horizons
• Live Route Simulations (Representative Routes)
• Workplace & Public Charging Integration
• Charging-Behavior Scenarios
• Explicit Consequence Quantification
• Sensitivity Analysis
• Costs, Incentives & Installer Responsibilities
• Define Future State in One Sentence
• Net Price & Incentive Timing
• Failure & Edge-Case Review
• Decision Criteria & Finance Options
• Acceptance Testing & Owner Education Plan
• Recommendation & Validation Questions
• Acceptance Criteria & Success Signals
• Confirm Preferred Option and Open Questions
• Timeline & Owners
• Confirm Next Steps & Pre-work for Route Simulations
• Agreement on Next Steps

• Pre-delivery Inspection and Firmware Update
• In-person Vehicle Handover and Charging Demo
• Process Federal and State EV Incentives at Signing
• Install and Commission Home Level 2 EV Charger
• Activate Connected Vehicle Services and Mobile App
• Register Battery Warranty and Provide Baseline Data
• Preload Navigation with Charging Stops for Routes
• Commute-route Test Drive with Real-World Range
• Deliver Transparent Final Pricing Including Incentives
• Fleet Bulk Delivery and Telematics Onboarding
• Workplace Charging Activation and Access Setup
• Owner Workshop: Battery Care and Charging Etiquette
• On-site Mobile Service and Remote Diagnostics
• Battery Warranty Repair or Replacement Service

Pre-delivery Inspection and Firmware Update

• Do you require a formal pre-delivery inspection (PDI) checklist to be completed for each vehicle? Options: Yes, No
• Which inspection items are mandatory for acceptance (e.g., tyre pressure, software version, electrical test)? List or choose. Options: Tyre & brakes, High-voltage system check, Firmware/software version, Charging port functionality, Other
• Should firmware/OTA updates be applied before handover or deferred until after owner training? Options: Apply before handover, Apply after handover with owner consent, Only apply critical security updates, No updates
• Do you require signed acceptance documentation confirming inspection and firmware status? Options: Yes, No
• If firmware is updated, do you want a summary report of changes and any new settings applied? Options: Yes, No
• Who is authorized to approve changes discovered during PDI (customer, fleet manager, dealer rep)? Please specify names/roles if possible.

In-person Vehicle Handover and Charging Demo

• Will the handover be one-on-one or for a group (e.g., family or fleet operators)? Options: One-on-one, Family/group, Fleet training session
• Which charging topics must be covered during the demo (home charging, public fast charging, payment apps, cable use)? Options: Home charging basics, Public DC fast charging, Using charging apps & payment, Charging etiquette & schedules, Other
• How long should the handover/demo last (typical duration expectation)? Options: 15-30 minutes, 30-60 minutes, 60+ minutes
• Do you want a guided in-vehicle walkthrough of driver displays, charging menus, and trip planning? Options: Yes, No
• Should the demo include a hands-on charging session (connect, initiate charge, stop charge)? Options: Yes, No
• Are there accessibility or language needs for the handover/demo (e.g., translation, physical accessibility)? Please specify.

Process Federal and State EV Incentives at Signing

• Do you want incentives applied at signing to reduce customer upfront cost? Options: Yes, apply at signing, No, customer will claim later, Partial application (some at signing, some later)
• Which incentives are anticipated/applicable (federal tax credit, state rebate, utility rebate, HOV access)? Options: Federal tax credit, State rebate, Utility rebate, Local/city incentives, Other
• Do you have documentation to confirm eligibility for each incentive at signing (tax forms, residence verification, VIN list)? Options: Yes, No, Partial
• Who will be responsible for preparing and submitting incentive paperwork (dealer, customer, third-party processor)? Options: Dealer, Customer, Third-party service, Hybrid (specify)
• Are there timing constraints for incentive applications we should track (e.g., state program deadlines)? Options: Yes, No
• Provide any known caveats or prior denials for incentives that could affect processing.

Install and Commission Home Level 2 EV Charger

• Do you require dealer-coordinated home charger procurement and installation? Options: Yes, full service, No, customer will arrange, Customer would like quotes only
• What is the charging location type at the home site? Options: Attached garage, Detached garage, Street/curbside parking, Carport, Driveway
• Are there known electrical constraints at the property (e.g., panel capacity, older wiring)? Options: Panel upgrade needed, Sufficient capacity, Unknown, requires site survey
• Do you want the installer to pull permits and handle inspections? Options: Yes, installer handles permits, Customer will handle permits, Depends on local jurisdiction
• Which charger features are required (hardwired vs plug-in, power level in kW, networked/managed charger)? Options: Hardwired, Plug-in, 7.2 kW (single-phase), 11 kW (three-phase), Networked smart charger
• Do you need an estimated timeline and firm appointment window for installation? Options: Yes, No

Activate Connected Vehicle Services and Mobile App

• Do you want dealer support to activate connected services and set up the mobile app at delivery? Options: Yes, full activation, Customer will activate independently, Partial assistance
• Which connected services should be enabled (remote start, charging scheduling, over-the-air updates, remote diagnostics)? Options: Remote start, Charging scheduling, OTA updates, Remote diagnostics, Navigation with POIs
• Are there corporate privacy or data policies that dictate connected-service permissions (fleet telemetry consent)? Options: Yes, No, Unsure
• Do you require single-sign-on (SSO) or enterprise account provisioning for fleet users? Options: Yes, No, Not applicable
• Should the dealer pre-create user accounts and link VINs prior to handover? Options: Yes, No, Only for fleet deliveries
• Please list primary contact(s) and email/phone to receive account activation steps.

Register Battery Warranty and Provide Baseline Data

• Do you want the dealer to register battery warranty on your behalf at time of sale? Options: Yes, No, Customer will register
• Is baseline battery health data collection required (initial state-of-charge, HV system records, VIN snapshot)? Options: Yes, No
• Do you require a written explanation of warranty coverage, degradation expectations, and claim process? Options: Yes, No
• Will warranty registration be for individual retail customers or bulk fleet registration? Options: Retail single customer, Fleet bulk registration
• Are there third-party extended-warranty or battery-performance programs to enroll at delivery? Options: Yes, No, Interested in options
• Provide any prior battery issues or expectations that should be documented at handover.

Preload Navigation with Charging Stops for Routes

• Do you want routes and suggested charging stops preloaded into the vehicle/navigation system? Options: Yes, No, Partial (commute only)
• Please list typical routes or addresses to preload (home, work, frequent destinations).
• Should route planning optimize for time, cost, or minimizing charging stops? Options: Minimize time, Minimize cost, Minimize charging stops, Prefer fastest charger
• Do you require charger network account(s) pre-linked in the vehicle (e.g., specific roaming providers)? Options: Yes, No, Only specific providers
• Would you like printed/email route plans and charger locations provided at handover? Options: Yes, No
• Are there range-sensitive constraints (cold climates, hilly terrain) we should model when preloading routes? Options: Yes, No

Commute-route Test Drive with Real-World Range

• Do you require a test drive that replicates typical commute routes and conditions? Options: Yes, No
• What is your typical commute distance and typical daily mileage? Options: Under 25 miles, 25-50 miles, 50-100 miles, 100+ miles
• Should the test drive include AC/heavy-load scenarios (passengers, cargo, HVAC on)? Options: Yes, No
• Do you want a measured range report after the test drive (observed range, energy use kWh/mi)? Options: Yes, No
• Are there scheduling constraints for a longer real-world test drive (time of day, week)? Options: Morning commute, Evening commute, Weekend, No constraint
• Who will be the primary driver on the test drive and should they receive specific training afterward? Options: Primary owner, Fleet driver, Other

Deliver Transparent Final Pricing Including Incentives

• Do you want a line-item final price that shows MSRP, discounts, and each applied incentive? Options: Yes, No
• Which incentives must be shown upfront versus footnoted for later claim? Options: Applied at signing, Post-sale claim, Both
• Are there corporate or fleet billing rules (net payment terms, PO numbers, invoicing cadence) to include? Options: Yes, No
• Do you require a total cost of ownership (TCO) summary comparing ICE vs EV including incentives? Options: Yes, No
• Should the final pricing documentation include warranty, service, and delivery timelines as separate line items? Options: Yes, No
• Provide any internal approval thresholds (e.g., finance sign-off) that affect when pricing can be finalized.

Fleet Bulk Delivery and Telematics Onboarding

• Is this a fleet/bulk order requiring coordinated delivery windows and staging? Options: Yes, No
• How many vehicles are in the bulk delivery and what is desired delivery cadence? Options: 1-10, 11-50, 51-200, 200+
• Do you require telematics or third-party fleet management integration at onboarding? Options: Yes, telematics integration, No, Plan to add later
• What fleet account provisioning is required (driver assignment, VIN mapping, fuel card/charging account linking)?
• Are there custom fleet acceptance tests or training packages required for each vehicle? Options: Yes, No
• Provide primary fleet contact, IT/admin contact, and preferred delivery location(s).

• Sales Purchase Agreement
• Pricing & Incentive Summary
• Statement of Work (SOW) - Vehicle & Charging
• Delivery & Acceptance Schedule
• Incentive Assignment & Processing Authorization
• Home/Work EVSE Purchase & Installation Agreement
• Battery Warranty & Degradation Disclosure
• Warranty & Service Plan
• Financing or Lease Authorization
• Deposit & Payment Schedule
• Trade-in & Vehicle Appraisal Agreement
• Connected Services Activation Consent
• Change Order & Cancellation Terms
• Acceptance Certificate (Sign-off)

• Post-Delivery Range & Charging Verification
• Incentive & Rebate Reconciliation Meeting
• Owner Confidence & Behavioral Coaching Check-in
• Charging Infrastructure Handoff & Technical Review
• Continuous Improvement & Shared Channel Kickoff

• Technician to upload commissioning report and any photos to the shared folder within 24 hours.
• Agree on an ownership plan and escalation path for any incentives that are delayed or denied.
• Ensure the customer feels financially reconciled and has the records needed for tax/employer reporting.
• Finance team to provide a consolidated incentive ledger showing applied, pending, and received amounts within 48 hours.
• If any incentive is pending >30 days, open an escalation ticket with the responsible agency and notify the owner.
• Upload final incentive documents to the customer's shared folder and confirm access permissions.
• Current Confidence Statement
• Eliminate misunderstandings about battery care and charging behavior with actionable, individualized coaching.
• Build measurable owner confidence (owner can state the daily charging routine and expected range outcomes).
• Set a short follow-up to validate behavior change and make quick corrections if needed.
• Deliver a one-page 'Owner Quick Guide' customized to the owner's routes with SOC targets and charging windows.
• Add a 7-day follow-up reminder to the shared channel and assign a specialist for a brief check-in.
• If owner agrees, enable diagnostic-sharing (telemetry upload) for the next 14 days to monitor behavior and results.
• Installation Current State
• Verify the EVSE is installed and commissioned to the agreed technical specification.
• Agree on ownership and SLAs for ongoing support and repairs.
• Ensure the owner signs off or schedules remedial work within agreed timelines.
• One-sentence Current State
• If any electrical remediation is required, schedule a site visit within 5 business days and notify the owner.
• Create a support contact card with response SLAs and share with the owner.
• Current State & Desired Future State
• Put a single, agreed shared channel and process in place for issue reporting and continuous improvements.
• Define clear SLAs and owners so issues get routed and resolved predictably.
• Commit to a periodic review cadence and initial backlog to drive measurable improvements.
• Create the shared channel (platform of choice), invite owner, technician, support, and finance, and post initial onboarding documents.
• Publish the SLA matrix and escalation contacts to the channel and pin for easy reference.
• Owner and account lead to confirm first 30/90/180-day review dates and owner of the improvement backlog.
• Establish a crystal-clear current state of vehicle range and charging performance with data-backed evidence.
• Surface and quantify the operational consequence of any performance gap.
• Agree on measurable acceptance criteria and immediate remediation actions.
• Collect/export the last 30 days of telematics and charging-session logs and share to the shared channel.
• If charging throughput is below spec, schedule technician site visit within 7 business days.
• Owner to confirm typical daily route profile in writing so sims can be re-run with precise parameters.
• Current Status Statement
• Verify which incentives have been received, which are pending, and the expected timelines for each.
• Top Driver Concerns
• Consequence of Missing/Delayed Incentives
• Why Continuous Feedback Matters
• Consequence of Installation Gaps
• Consequence Summary
• Shared Channel Design
• Data Review: Range vs Route Simulations
• Evidence Review: Filing & Payment Trail
• Targeted Coaching: Range & Charging Habits
• Technical Evidence Review
• Remediation Path & Escalation
• Escalation & SLA Matrix
• Repair / Optimization Plan
• Data Review: Charging Sessions & Speeds
• Practice Scenarios & Role-Play
• Diagnosis & Root Cause Mapping
• Periodic Review Cadence
• Validation & Confidence Check
• Owner Validation & Acceptance
• Maintenance & Support Handoff
• Validation & Customer Confirmation
• Schedule Micro-Check
• Owner Sign-off & Validation
• Documentation Handoff
• First Improvement Backlog & Next Steps