---
title: "EV Study: When Product Knowledge Fails, So Does Trust"
description: Lead Management
---

[Maritz Presents Internet Sales Coach ](https://engage.maritz.com/internet-sales-coach)

# [EV Study: When Product Knowledge Fails, So Does Trust](https://engage.maritz.com/internet-sales-coach/ev-study-product-knowledge)

 Written by [Alicia VonBokel](https://engage.maritz.com/internet-sales-coach/author/alicia-vonbokel) | Jun 30, 2025 11:35:58 PM

### Trust Lost, Sales Lost: EV Data Reveals a Critical Knowledge Gap

**Trust and transparency are the top two reasons customers choose to buy or walk away.** And when it comes to EV sales, the latest data shows we’re falling short.

A recent analysis of a segment of Maritz [Lead Response Analysis ](https://maritz.com/solutions/automotive/dealership-and-employee-performance/digital-assessments/)customers uncovered a troubling trend:  
**41% of dealers failed to answer a question about an EV on their lot by a web lead **- not because the questions were difficult, but because reps didn’t have the right product knowledge. These failures came from:

- Giving incorrect answers
- Saying “I’ll get back to you” and abandoning the lead
- Redirecting customers to another department that abandoned the lead - or worse, referring the customer to "Google it"

### The Bottom Line: Product Knowledge Isn’t Optional - It’s Essential

A bad customer experience is the **#1 reason customers don’t return**. And when your team can’t confidently answer questions, trust erodes - and so does the sale.

 

Struggling with product knowledge gaps that cost you sales? See how [Internet Sales Coach](https://maritz.com/solutions/automotive/dealership-and-employee-performance/internet-sales-coach/) helps your team answer with confidence - every time.

[View full post](https://engage.maritz.com/internet-sales-coach/ev-study-product-knowledge)

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