NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 21
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4.4 HANDOVER
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 give you the manufacturer
You will ensure that all paperwork relevant
handbook relevant to the vehicle that you have
to the operation of the vehicle, including any
purchased and provide a fully documented
appliances and ancillary items, is available
handover, ensuring that you have access to
at point of handover and is given to the
the relevant appliance manuals or guidance
customer to take away with them.
booklets.
You will take as much time as is required to
The dealer will walk you through the operation
walk the customer through the operation of
of the vehicle, including all appliances and
the vehicle and ensure that they do not feel
ancillary items, and allow you as much time
pressured into leaving the premises before
as you need to feel confident in operating the
they are comfortable doing so. All questions
vehicle before leaving the premises.
raised by the customer about the vehicle
must be addressed accurately.
If the vehicle is being delivered to you the
delivery team will, where possible, ensure that
Videos and other aids should be available for
there is an adequate handover. Where a full
occasions where a physical handover cannot
demonstration is not possible at the point of
be undertaken. These should be sent to the
delivery or pick up, the dealership will provide
customer within 24 hours of them taking
you with a video or series of videos that cover
possession of the vehicle.
the demonstrations usually undertaken during
a physical collection.
You will provide the contact details for your
Aftersales Department and any helpline
During handover you will also be provided with
number for post-delivery enquiries.
the details of the Aftersales Service offered by
the dealership as well as details of any other
You will provide additional support to
services offered, including the dealership’s own
vulnerable consumers and the option of
workshop or appointed AWS workshop.
working with a third party on behalf of these
consumers as necessary. The handover
A helpline number for any additional queries
should be fully documented and kept on file
will also be provided.
for future reference.
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