NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 11
leading & promoting the industry
2.2 VULNERABLE CUSTOMERS
STANDARD
GUIDANCE FOR LEISURE VEHICLE
This is what the leisure vehicle dealership
DEALERSHIPS
should do for you, the purchaser of the
This is what the dealership should follow to
motorhome/touring caravan
meet the Standard opposite
The dealership will, at all times, ensure that they
Your sales staff should understand the
consider the evident or declared needs of a
concept of consumer vulnerability and
customer in any situation in which they may be
situations in which they may not be able to
unable to engage fully or effectively which may
engage effectively or fully and be trained on
make them vulnerable.
how to identify and support customers in
such circumstances.
You will ensure that vulnerable customers
will be provided with any extra information
they require to ensure they are not making
any decisions with incomplete data, having
regard to the fact that a vulnerable customer
may require more time or information in
order to make a decision. To ensure the
protection of customers deemed vulnerable
(as per the definition) you as a dealership
may need to tailor your services to the
specific needs of vulnerable customers.
A guide to identifying consumer vulnerability
can be found at www.businesscompanion.
info/focus/consumer-vulnerability
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