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🔐 Members: Please make sure you are logged into the site to access the correct member pricing. Alternatively, you can contact the BVRLA at [email protected] to arrange your booking.
📧 Non-members: Please also email [email protected] to arrange your booking.
📝 Important: When making a booking, please ensure your company name and email address are provided. Bookings without this information will not be considered valid.
Course Summary
This course provides essential guidance on identifying, understanding, and appropriately supporting vulnerable customers throughout the sales journey. It focuses on ethical selling, clear communication, and ensuring customers fully understand products and financial commitments before proceeding.
The training highlights different types of vulnerability, financial, health-related, situational, and capability-based and equips staff with practical techniques to adapt their approach. It reinforces the importance of transparency, avoiding pressure, and prioritising customer suitability over sales targets, in line with regulatory expectations such as Consumer Duty.
Ultimately, the course ensures that all customer interactions are handled with fairness, empathy, and professionalism, reducing risk to both the customer and the business.
Who should attend?
Sales Staff
- Builds confidence in handling sensitive customer situations
- Reduces risk of mis selling and complaints
- Encourages more ethical, trust-based selling
- Helps match customers with suitable products, improving long-term satisfaction and retention
Administration Teams
- Improves accuracy and completeness of documentation
- Ensures proper recording of customer needs and any identified vulnerabilities
- Supports compliance and audit readiness
- Reduces errors that could lead to disputes or regulatory issues
Customer Service Teams
- Enhances ability to manage vulnerable customers post-sale
- Improves communication skills in handling queries or concerns
- Helps de-escalate complaints effectively and empathetically
- Strengthens customer trust and brand reputation through better ongoing support
Learning Outcomes
By the end of the course, attendees will be able to:
- identify, understand, and appropriately support vulnerable customers throughout the sales journey
- use clear communication to ensure customers fully understand key products and financial commitments before proceeding
- identify different types of vulnerability, financial, health-related, situational, and capability-based and use practical techniques to adapt their approach
- ensure that all customer interactions are handled with fairness, empathy, and professionalism, reducing risk to both the customer and the business
Who trains this course?
Andy Rayner is a Senior Trainer, Facilitor, Course Designer and Certfified Coach with a dynamic, passionate and flexible approach to life and work. With a proven track record of working with large corporate organisations such as Ford, Ayvens/Leaseplan UK Ltd and Toyota Financial Services to name a few, Andy's experience in the motor industry is second to none. He also volunteers with The Samaritans to support vulnerable people in his spare time.
Andy has a strong passion and knowledge for ensuring businesses are compliant and doing the most for their customers through designing and delivering engaging and commercially-focused learning. Delivering training to thousands of learners, his experience is a fantastic asset to the BVRLA Training Team.
Duration and Cost
9.30am - 3.30pm online
*Book your spaces 2 weeks or more in advance of the course date and receive a £100 discount on the course fee*
Member Fee: £329 + VAT (Full Price £429 + VAT less than 2 weeks before the course date)
Non-Member Fee: £429 + VAT (Full Price £529 + VAT less than 2 weeks before the course date)
Have you considered Driven By You?
This course, alongside our whole course portfolio, can be 'Driven by You' exclusively for your business. Visit our BVRLA Driven by You page to find out more.
