NCC Best Practice Guide for Leisure Vehicle Dealerships - Flipbook - Page 3
leading & promoting the industry
CONTENTS
4
INTRODUCTION
NCC Best Practice Guidance
5
SECTION 4
18
MEANING OF WORDS
Explanation of terms
OF THE GUIDE
7 SCOPE
Leisure Vehicle Dealerships’ relationship
with their customers
SECTION 1
8 ADOPTING THE GUIDE
• 1.1
• 1.2
Adopting the Guide
TAKING DELIVERY
• 4.1 Pre-delivery
• 4.2 Registering the vehicle
• 4.3 Warranties
• 4.4 Handover
• 4.5 Aftersales
SECTION 5
23
COMPLAINT HANDLING
• 5.1 Dealing with customer complaints
• 5.2 Cooperation with professional
advisors
Staff Training
APPENDIX 1
SECTION 2
10 MARKETING AND ADVERTISING
• 2.1
• 2.2
• 2.3
Making the guide available
Vulnerable Customers
26 COMPLAINT HANDLING NOTES
APPENDIX 2
30 INDEPENDENT CASE EXAMINER
Marketing and Advertising
SECTION 3
13
PURCHASING PROCESS
• 3.1 Choosing your vehicle
• 3.2 Payloads and safe operation
• 3.3 NCC Manufacturer Approval Scheme
• 3.4 Sales Terms and Conditions
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