The FCA expects customers to be given the right information at the right time to help them make an informed choice. This course focuses on sales over the telephone and is a step by step guide to achieving a compliant sale. The course includes competences that support a compliant sales process by covering when to send the correct paperwork, how to ask the right questions to provide the customer with the right product. Treating Customers Fairly (TCF) & Knowing Your Customer (KYC) are also covered.
This course is suitable for any sales broker who would like to improve their ability to deliver a compliant sale and to close a deal that is right for the customer.
Delegates may also benefit from attending the Compliant Selling - Selling with Integrity course which has been developed to improve understanding of FCA requirements.
- Comprehensive customer fact-finding
- Competent documentation of Demands and Needs
- Objection handling
- Role-playing using real-life scenarios to demonstrate 'what a good/bad job looks like'
- Closing the sale
- Understand and absorb the roadmap of a compliant sales process
- Improve questioning techniques during customer interactions
both face to face and on the telephone
- Be better prepared to respond to customer objections and challenges
- Gain additional confidence from practice telephone calls
- Facilitate a better customer experience leading to increased sales/referrals
Tony Doidge is a bespoke Trainer and FCA Compliance Consultant in the Automotive Industry. Specialising in prospecting, the Sales Process, Consultative Sales, Sales Management, Management Leadership and importantly Treating Customers Fairly, Tony is also a Financial Services expert so is able to implement processes which will protect both the dealership and the customer. He provides audit services, guidance and training on compliance and current FCA governing practices.
Tony has provided training for major car manufacturers such as BMW, Mercedes, Audi and Jaguar Land Rover and has worked with these businesses all over the UK as well as in Japan, China and South Africa where he achieved substantial sales uplifts.
After spending over three decades in Financial Services and training, Tony’s passion is embedding good disciplines and building confidence within a sales team. His coaching style is friendly and funny and he loves to connect with his delegates and enhance their development, work ethic and professional skills.
Tony holds the MLIA Financial Services Diploma and is an Associate Member of the Institute of the Motor Industry. The youngest of seven children he loves all sport, especially golf and has caddied around the world including at The Open in 2015 and Seniors British Open in 2018.
Please use the drop down menu on the right hand side of this page to see the dates and locations that are currently available.
If you do not find anything suitable then please contact us on 01494 545719 as we may be able to deliver this course for you in-house.
£250 + VAT (Member price)
£315 + VAT (Non-Member price)
Requests for cancellation of a training course booking must be received in writing via email to email@example.com for the attention of the Learning and Development Professional. Requests for cancellation received more than 30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 25% of the course fee. Requests for cancellation received more 15-30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 50% of the course fee. There is no refund on cancellations made 14 days or less prior to the course start date as there is an impact on other delegates who have booked to attend and could result in the course being cancelled overall.
Postponement of attendance from one course to a later course can be requested in writing as per the cancellations policy above to training @bvrla.co.uk. Requests to postpone more than 30 days prior to the course start date will incur an administration charge of £35 + VAT. Requests to postpone more 15-30 days prior to the course will incur an administration charge of £70 + VAT. Requests to postpone 14 days or less prior to the course will be treated as a cancellation, with no refund payable.
You can request the substitution of a delegate for another in writing as per the cancellations policy above to firstname.lastname@example.org. There is no charge for this. Requests for substitution must be made no later than one business day prior to the scheduled course start date.