Money Advice Trust launches new vulnerability guide for car dealerships
Industry News | 15/11/19
The Money Advice Trust, has published a new guide to support car dealership staff improve support for customers in vulnerable circumstances.
The dealership guide ‘Customer vulnerability: decision-making when purchasing a vehicle’ provides practical tools and processes staff can use when engaging with customers.
Written by the Money Advice Trust’s Vulnerability experts, Chris Fitch and Colin Trend, and with the support of Santander Consumer Finance, the guide outlines the role and responsibilities of credit intermediaries, such as car dealerships, when it comes to identifying and supporting customers who may have difficulty with decision-making. The guide covers key topics including:
• How customers make decisions
• Identifying decision-making problems
• Supporting customers with problems
• Applying key principles
• Law and regulation.