A DEALER S GUIDE 2017.

Transcription

1 FOR DEALER USE ONLY A DEALER S GUIDE Motability Dealer Partnership Standards Version 1.0

2 2 A Dealer s Guide 2017 Contents 1. The Motability Dealer Partnership p 5 Our Partnership 6 Why work with us? 7 Scheme Awareness 8 2. Our 2017 Partnership p 11 New for events and rewards: a quick look Your dealer dashboard p 15 Rewards and adjustments The Supply event p 19 The application 22 Confirmed Delivery Date 26 Registering the car 27 Handover 28

3 Contents 3 5. The Service event p 29 Service bookings The End of Contract event p 33 Early terminations 36 MOT bookings 38 Vehicle Condition Description (VCD) 39 Vehicle imaging Global adjustments p 43 Customer service standards 45 FCA compliance 46 Complaints 48 Motability training 50 Service and MOT standards Supporting you p 53 Additional support 56 If you have any questions ask our 24/7 service at: motabilitydealer.co.uk

4 4 A Dealer s Guide 2017 WELCOME TO OUR 2017 PARTNERSHIP We re excited that you ve chosen to partner with us to deliver a Scheme designed to have a positive impact on both your customers lives and your business. The introduction of the Personal Independence Payment (PIP) has meant we ve started to see more of our customers unfortunately lose their allowance and eligibility to the Scheme. However, we ve also welcomed many newly eligible customers who have been able to join for the very first time. This year, our focus turns to working with you to create greater awareness of the Scheme and its benefits to the 1 million people who are eligible, but have yet to join. To support you in reaching out for this opportunity, we ve launched a new Scheme Awareness programme that includes new Point of Sale, mapping, event support and much more. Although we forecast fewer Motability Dealer Partnership (MDP) events during 2017, we expect to pay more in MDP payments than ever before because of the increase in the End of Contract Early Termination and Engagement payments. We believe our continued investment in the MDP programme to deliver excellent service helps ensure the Scheme continues to be good for our customers and your business. Thank you for partnering with us and for your continued support. Paul Adler Head of Automotive Relations

5 5 1. THE MOTABILITY DEALER PARTNERSHIP Our Partnership 6 Why work with us? 7 Scheme Awareness 8

6 6 A Dealer s Guide 2017 Our Partnership We re working with you to provide customers with all the service and support they need to select, maintain and return their cars at the end of their lease. Providing worry-free mobility It gives me back control over my life that I previously felt I d lost. Mr Normoyle Motability Scheme Customer Together, we ll be helping to get people out on the road. To make this as worry-free as possible for customers, our package is comprehensive, including: A choice of new car every three years. Insurance from RSA Motability (RSAM). Full RAC breakdown assistance. Servicing, maintenance and repairs. Tyre and windscreen replacement. Up to two named drivers. Up to a 60,000 mile allowance over three years. A wide range of adaptations, many at no extra cost. The Scheme doesn t include fuel, screen wash or de-icer, optional extras, insurance excesses, parking fines, speeding fines or any damage caused to the car by neglect or abuse.

7 The Motability Dealer Partnership 7 Why work with us? 1 million 600,000 92% renew There are 1 million people in the UK who are eligible but have not yet joined the Scheme. We have a fleet of more than 600,000 cars. More than 9/10 of our existing customers who can renew, do. In fact, typically customers take over three leases. We ll pay you A car supplied to the Scheme could generate up to 300 in MDP payments over the life of the lease. In 2016, we paid out over 49.5 million in MDP rewards to the dealer network. Quarterly payments On average, dealers earn 90% of their quarterly MDP rewards for doing an excellent job looking after our customers. Benefit from aftersales We paid out 105 million on service, maintenance and repair across the dealer network in 2016 alone. Opportunity to resell Get the opportunity to repurchase and resell cars at end of lease and enjoy a reward for doing so. Make customers happy Our customer satisfaction is at 98% and we can t do it without you. Wider business benefits In addition to profit you ll make from supplying and maintaining a vehicle over the life of the lease, you could also earn from the sale of optional extras and arranging for Motability Managed adaptations to be fitted. For more information about any of these areas of the Scheme, please visit motabilitydealer.co.uk

8 8 A Dealer s Guide 2017 Help potential customers enjoy the benefits of the Scheme The Motability Scheme allows hundreds of thousands of disabled people to enjoy the freedom of worry-free motoring. There are still 1 million people eligible for the Scheme who have not joined. Many of them are either unaware of the Scheme or know too little about it to make an informed decision to join. Unfortunately, we have no way of communicating the benefits of the Scheme to newly qualified PIP recipients. And that s where you come in. You play a vital role in your local area in creating awareness of the huge benefits that the Scheme offers. You re also in an excellent position to help inform prospective customers about the Scheme so that they can make the right decision for them, their mobility and finances. Promoting the Scheme isn t only good for our customers, it s also good for business. With the potential to earn MDP payments, as well as additional revenue over and above the sale price, it s more than just leasing a car. It s about establishing a relationship with your customer for the next three years and the benefits that come with this, including renewal and referral opportunities once your satisfied customer recommends you to their family, friends and colleagues. And that s before we mention our Scheme Awareness Programme that supports our high performing dealers in increasing marketing activity to raise awareness of the Scheme.

9 The Motability Dealer Partnership 9 How do I engage potential customers? The Scheme Awareness Programme We believe that every person eligible for the Scheme should be sufficiently informed about Motability. To support you with your marketing activity to create awareness and understanding, we re putting in place a range of support tools for you. Identify their needs With increasing numbers of customers with mental and cognitive conditions qualifying for the Scheme under Personal Independence Payment (PIP), we re seeing a gradual change in the typical profile of our customers. Understanding the needs of our new customer base is crucial to supporting them in selecting the right car for them. We've developed a range of short animations and films which are accessible to a wider audience to help you explain the Scheme. Locate them We ve developed a mapping tool to provide you with valuable insight into the location and vehicle choice of customers due for renewal and prospects within your area of interest. Use this tool to pinpoint potential customers in a smart and targeted way. Attract them to your dealership It s important to get your message across effectively if you re going to attract potential customers to your dealership. We ve launched a new range of Point of Sale material that focuses on the key benefits of the Motability Scheme to help make potential customers aware of what the Scheme offers them. Help them decide whether the Scheme s right for them Our Dealer Resource Centre is full of resources to help you explain the benefits of the Scheme to your potential customers and support them in deciding whether the Scheme s right for them. Our range of resources are accessible to a wider audience. Start making the most of them today at motabilitydealer.co.uk For more information about how you can benefit from our Scheme Awareness Programme, please go to motabilitydealer.co.uk

10 10 A Dealer s Guide 2017 For more information about the Motability Dealer Partnership, please visit motabilitydealer.co.uk

11 11 2. OUR 2017 PARTNERSHIP New for events and rewards: a quick look 14

12 12 A Dealer s Guide 2017 New for 2017 Motability is a fundamental part of what we do. Motability customers are vital in terms of workshop productivity and vital for new car stock revitalisation. Jon Sales Director Early terminations reward: 100 You'll see an increase in the number of early terminated Scheme cars because of the impact of the Personal Independence Payment (PIP) assessment programme. To help speed up the transitional support payments to customers who lose their entitlement to the Scheme, we re increasing your End of Contract reward for early terminations to 100. For more information about processing these returns, please see the End of Contract section of this guide.

13 Our 2017 Partnership 13 Increased engagement payment for promoting the Scheme From 1 April 2017, to support you in raising awareness and understanding of the Scheme, we'll increase the 25 engagement payment to 60. Up to now this payment has been included with the Supply event payment. From 1 April it will be paid separately at the end of each quarter for each vehicle supplied, provided you have earned 85% or more of your MDP rewards. Scheme Awareness Programme We want to support you in using our new Point of Sale material and increasing your marketing activity to generate greater awareness and understanding of the Scheme. We've launched a new range of material for you to increase awareness and understanding of the Scheme. Our new Point of Sale material needs to be displayed by April For details about our Scheme Awareness Programme, please go to motabilitydealer.co.uk Meeting our training standards It s important our customers are treated fairly and provided with the best level of support and service. That s why we require that only trained Sales and Aftersales Specialists look after our customers. Our Premier Partners must have at least two Sales and two Aftersales Specialists trained to be able to supply Scheme vehicles. Training cost increase We re continuously working to improve our training content and delivery based on your feedback, so we ve invested in and updated training to give you a better experience. To support these improvements and reflect the increased costs, from January 2017 the cost of training is VAT.

14 14 A Dealer s Guide events and rewards: a quick look Earn 100% of your MDP reward payment by successfully completing these three events. The Supply event: 100 The Supply event will continue to be paid at 125 for Quarter 1 and will change to 100 from 1 April p19 Engagement payment: 60 From 1 April 2017, you ll earn 60 for each Supply event to support the marketing activity you will need to undertake to promote the Scheme. The Service event: 40 Oversee the completion of the first scheduled service and we ll reward you for maintaining the car in line with the manufacturer s recommended schedule. p29 The End of Contract event Successfully manage the return of a Motability car and we ll reward you for a job well done: At the end of contract: 75 Or as a result of an early termination: 100 p33 Getting your rewards At the end of each quarter we pay your rewards, taking into account any adjustments from that quarter. Because of quarter end cut off dates, if activity takes place in the last week of the quarter, it may be carried over and rewarded or adjusted in the next quarter. The Motability Dealer Partnership will be reviewed regularly and Motability Operations Ltd reserves the right to amend the programme to ensure it remains fit for purpose.

15 15 3. YOUR DEALER DASHBOARD Rewards and adjustments 18

16 16 A Dealer s Guide 2017 Your dealer dashboard The dealer dashboard is your essential online tool allowing you to track and manage all aspects of your dealership s MDP performance to help you maximise your potential rewards. Your dashboard is updated daily during the working week, letting you see all the events you ve completed along with your potential earnings. Accessing your dashboard You can access your dashboard using your Unique User Access details. If you don t have your own Unique User Access, you can register at motabilitydealer.co.uk and follow the instructions in Your Getting Started Guide. To see your dashboard visit motabilitydealer.co.uk, click Car Dealer, then Dealer Dashboard and Online Applications and log in using your Unique User Access. Once you ve done this click the MDP Performance tab in the menu on the left. The dashboard is for employees only it should never be shown to customers or be on display for them to see.

17 Your dealer dashboard 17 Using your dashboard: a quick look Click Service for: Service rewards Late service adjustments Click Complaints for: Adjustments Reversals Click Supply for: Supply rewards CDD free pass status, rewards and adjustments Early cancellation adjustments Pre-registration Click Training to: View your Specialists and their training statuses Click Help for: Summary of rewards and adjustments Click End of Contract for: End of Contract rewards Inaccurate/late MOT Handback VCD Image adjustments Click Images for: Submission deadlines Outstanding submissions Click Invoice for: MDP payment for each quarter Click MOT/Service Performance for: Upsell adjustments (this will only be shown if applicable to you)

18 18 A Dealer s Guide 2017 Rewards and adjustments Rewards Rewards are triggered when an MDP event is completed and transacted. Your dealer dashboard will display the potential reward in full for each event. To earn the full reward, the event must be completed in line with our standards and timescales. Adjustments If an event is not completed successfully, you will receive an adjustment. This will be debited from the potential reward displayed on your dashboard. For transactions or activities that take place in the last week of the quarter, your reward or adjustment may not appear on your dashboard until the next quarter. This is due to the time it takes to process transactions and refresh your dashboard. To find out more about an adjustment: 1. Check the rewards and adjustments section of the relevant event tab to make sure an equivalent reward has been credited against the adjustment. 2. Find more information by hovering your mouse over individual transactions in the rewards and adjustments sections of each tab. 3. Check the Complaints tab for any adjustment reversals. 4. If you re still unsure as to why you ve been adjusted, contact our Dealer Contact Services team on

19 19 4. THE SUPPLY EVENT The application 22 Confirmed Delivery Date 26 Registering the car 27 Handover 28

20 20 A Dealer s Guide 2017 The Supply event 100* Successfully supply a Motability Scheme car and we ll reward you with 100 for treating customers fairly and taking care of everything necessary to successfully hand the car over. The Scheme in ,000 Supply events carried out 28.7m Earned in rewards 95% Overall payout 800,000 was lost last year in Confirmed Delivery Date (CDD) adjustments. Promoting the Motability Scheme: 60* You ll earn a 60 engagement payment for each Supply event at the end of each quarter, provided you ve earned 85% or more of your MDP rewards. This payment is made to support your promotion of the Motability Scheme. By meeting our standards, you ll ensure Motability customers know you value them. One of the easiest ways to promote the Scheme is by branding it clearly across all points of contact: Display Point of Sale material appropriately. Communicate and promote the Scheme s features and benefits on your website. Host at least one Motability Scheme awareness-building event each year. You can find our brand new Point of Sale material, along with a range of marketing tools and advice at motabilitydealer.co.uk *Applies from 1 April 2017 see page 14 for details.

21 The Supply event 21 What you ll need to do for supply success: Qualify the customer and confirm their Scheme eligibility. Assess if the Scheme and customer s chosen vehicle are suitable for them, their mobility and finances by explaining and completing the Statement of Responsibilities and Suitability Confirmation and by carrying out a test drive. Ensure the customer understands the key features of the contract hire agreement, (including the full financial implications and that they won t own the car) and has read and understood the terms and conditions. Manage customer expectations around delivery times and any delays. Manage vehicle supply with your manufacturer. Accurately submit the application via Online Applications. Register the car correctly. Conduct the handover on your premises. Ensure the PIN is entered by the customer. Safeguard customer data in line with the Data Protection Act. Hold all application documentation for the full length of the agreement. What we mean by treating customers fairly : Keeping the customer s best interests at the heart of everything you do. Providing customers with clear, jargon-free information. Considering customers individual circumstances whenever advising them. Being prepared to take additional time with vulnerable customers. Providing an excellent standard of service. Responding to and resolving customer complaints. Supporting us in resolving any escalated customer complaints.

22 22 A Dealer s Guide 2017 The application An application can only be started and submitted provided either the customer or appointee is present. An application cannot, under any circumstances, be submitted by anyone else. Customer not present adjustment: If you process an application without the customer or appointee present, your Supply reward will be adjusted and the application deleted. Is your customer eligible for the Scheme? Qualifying the customer ensures they are eligible for the Motability Scheme and the vehicle chosen is suitable for both their financial and mobility needs. Before you can start an application, it s important to make sure your customer understands the key features of the contract hire agreement, particularly the financial implications of entering into it and that they will not own the car. The customer must provide you with the following documents for you to check their Scheme eligibility: Award notice or Letter of Entitlement confirming their allowance and length of award. Proof of address a utility bill addressed to the customer dated within the last three months. Driving licences or a nominated driver consent form for all drivers. Dealer Guidelines letter if the customer has been awarded a grant. Personal Independence Payments (PIP) You will not be able to submit an application if your customer has less than 12 months allowance remaining or is currently undergoing a PIP assessment. If a renewing customer is being reassessed for PIP or has less than 12 months allowance remaining, they can request a lease extension on their current car by contacting the Customer Services team on It s important that you select the correct allowance type in Online Applications as the application may be delayed or deleted if this is selected incorrectly.

23 The Supply event 23 To help you assess whether the Scheme and vehicle are suitable for your customer, the following need to be completed for each application: Nominated Driver Consent form: This gives us consent to check the DVLA records of proposed drivers. If the proposed nominated driver isn t present, this form must be completed before the application can be started and sent to us within seven days. Statement of Responsibilities and Suitability Confirmation: This is designed to help the customer assess all of their needs and consider their circumstances when selecting the right vehicle for the duration of the lease, as well as assessing the financial implications of entering into a lease. It also highlights the Scheme guidelines and confirms that the customer will abide by these for the duration of the lease. This must be completed by you, the customer and nominated driver (if applicable). A copy should be given to the customer and you should keep one in your file. Test drive or ride: Every customer should be offered a test drive or ride to make sure the car is comfortable and meets their mobility needs. Some customers may require a home visit to carry out the assessments or test drive. Outstanding form adjustment: The Statement of Responsibilities and Suitability Confirmation is required to show that you have satisfied your FCA regulatory obligation to ensure positive customer outcomes and fair treatment. We are also required to provide the DVLA with the original signed Nominated Driver Consent form for drivers who are not present at the point of application. A 100 adjustment will be applied if you don't send us the Nominated Driver Consent form, or retain the Suitability Questionnaire and Statement of Responsibility for each application. Early termination adjustment: Completing these documents will help you to protect your Supply reward. You can find these forms and other helpful documents in the Document Library tab in Online Applications. Your Supply reward may be adjusted if a customer terminates their contract within three months of handover. Protect customer data You must take appropriate steps to ensure customer data is safeguarded in line with your obligations under the Data Protection Act.

24 24 A Dealer s Guide 2017 Scheme policy A Motability Scheme vehicle must only be used for the benefit of the customer. Drivers under 25: Drivers under the age of 25 are not permitted to drive cars that exceed ABI group 16 or 120BHP. Drivers under 21: Only one named driver under 21 is permitted, provided they live at the same address as the customer. Location trackers: Location trackers are fitted to a small number of cars where the potential risk of misuse is highest. This includes customers who live in a residential care home, residential school or nursing home. It may also apply if there are no drivers living with the customer. Non-resident drivers: Applications from customers where neither of the nominated drivers live with them will be reviewed by our Dealer and Customer Support team. Non UK licences: We only accept non-uk driving licences where the history of the driver can be obtained from their issuing agency. Location tracker adjustment: To protect your Supply reward from an adjustment, where it applies you must only handover a Scheme vehicle to your customer once the location tracker has been fitted. Adaptations 9% of our customers require adaptations to their vehicle and we pay you 25 for every car supplied with Motability Managed adaptations. For more information about adaptations, please see Your Supply Guide at motabilitydealer.co.uk

25 The Supply event 25 Submitting the application When processing the application through Online Applications, you must ensure: The customer or legal appointee is present. Customer and driver details are correct. A realistic EDD is entered. For step by step guidance on completing and submitting an application, please see Your Supply Guide at motabilitydealer.co.uk Key dates: Estimated Delivery Date (EDD) The date that you estimate the car will be ready for the customer. A realistic EDD allows you to manage your customer s expectations. Earliest Handover Date (EHD) The earliest date the customer s allowance will be transferred to us and the date the vehicle can be handed over. A small percentage of applications, including all New to Scheme applications, will require an EHD. You can check this in Online Applications. Confirmed Delivery Date (CDD) The date that you plan to handover the customer s car. This is required for all applications, even if it s the same as the EDD.

26 26 A Dealer s Guide 2017 Confirmed Delivery Date Once you ve ordered the car and agreed the handover date with your customer, you will need to enter the Confirmed Delivery Date (CDD). If an application has an EHD, you will not be allowed to handover the car before this date. The CDD helps you manage a customer s expectations for the delivery of their car. For renewing customers, it will trigger a lease extension to their current agreement until their new car is ready for delivery. The four day rule You must enter the CDD at least four days (including weekends and bank holidays) in advance of the date you intend to handover the car. You can change the CDD outside of the four days without incurring an adjustment. Click: You enter the Confirmed Delivery Date into Online Applications. Car: The earliest date the new car can be handed over. MON TUES WEDS THURS FRI SAT SUN CLICK CAR Free passes We understand that you will occasionally need to make a last minute change to the CDD because of a change in your customer s situation. To accommodate this, we provide you with free passes which allow you to change the CDD within the four days without adjustment. You can view your used and remaining passes on your dealer dashboard at motabilitydealer.co.uk Free passes at end of quarter Free passes are processed once an application has gone live. If you use a free pass to handover a car in the last week of the quarter, the free pass may be taken from your next quarter s allowance once the agreement is live. CDD adjustment: If you ve entered an incorrect CDD or if you need to change the CDD within the four days and you ve exceeded your free passes, your Supply reward will be adjusted.

27 The Supply event 27 Registering the car Registering a Scheme vehicle is an important part of the Supply event. Follow these steps to avoid adjustment: Register cars to either the customer s or appointee s correct address never a Motability address or in a minor s name. Enter the Motability Operations fleet code This informs the DVLA the vehicle is on our Fleet and ensures registration documents will be sent to us so that we can tax the car annually. We recommend that you register the car on the date of handover to avoid deregistration in the event of a customer cancellation (but it can be done up to 14 days in advance). Registration adjustments: - 50 When vehicle registration isn t carried out correctly, we apply a 50 adjustment. Adjustments could be applied for: Incorrect registration number either on the V5 or Online Applications. Omitting Motability fleet code Incorrect customer details. Registering the vehicle to us. For more information about correctly registering and taxing a Motability vehicle, please see Your Supply Guide and your quick reference guide to Registering and Taxing a Vehicle, both available at motabilitydealer.co.uk Pre-registration adjustment: -3% Advance registration (up to 14 days before handover) doesn t apply at year end or plate change. If a vehicle is pre-registered, your Supply reward will be adjusted by 3% of the basic price of the car. A car with adaptations is excluded from this adjustment, as it must be registered before any adaptations are fitted in order to comply with Type Approval regulations.

28 28 A Dealer s Guide 2017 Handover Handover is a key part of the Supply event. To help it go smoothly, make sure you do the following: Conduct the handover on your premises. Check the car with your customer to make sure it s the one they ordered. My Motability Specialist had everything ready and waiting, including a nice cup of tea, so that our handover was smooth and hassle-free. Mrs Tallis Motability Scheme Customer Explain the controls, features and equipment. Collect payment from your customer for additional costs if applicable, i.e. Advance Payment, optional extras and adaptations. Make sure your customer understands what a contract hire agreement is, is clear on the key features (particularly the financial implications of entering into it and that they will not own the car) and has read and understood the terms and conditions. Make sure the customer has picked a vehicle that suits both their mobility and financial needs. Confirm that the customer has received and understood all handover documents and pre-contract information. (These are detailed in the PIN entry and Application Submission screen in Online Applications.) Make sure the customer understands the insurance key facts and confirms their named drivers. Ensure the PIN is entered by your customer or their appointee. Provide the customer with the e-signed copy of the agreement, Insurance Cover Note and a Motability Welcome Pack. PIN entry The PIN serves as the customer s signature and acceptance of the terms and conditions of the agreement. Under no circumstances must the PIN be entered by anyone other than the customer or appointee. Legal agreement adjustment: The agreement will not be legally binding if: the car is not handed over on trade premises the PIN is not entered, or retrieved, by either the customer or appointee

29 29 5. THE SERVICE EVENT Service bookings 31

30 30 A Dealer s Guide 2017 The Service event 40 Complete the first scheduled service and we ll reward you with 40 for looking after the car in line with the manufacturer s recommendations and our service window. This reward is only payable for the first scheduled service. There is no MDP reward for further Service events that may occur during the lease. The Scheme in ,000 Service events carried out 8.1m Earned in rewards 96% Overall payout Late services resulted in a 400,000 adjustment. What you ll need to do for service success: Provide prompt service booking safety related concerns must be booked in within 24 hours and other work within five days. Offer a choice of appointment types, i.e. while you wait, collect and deliver. Offer a courtesy car if the booking is made with three weeks notice. Complete a first service within 35 days from the first Service Due date. Check for any manufacturer product safety recalls and, if applicable, make sure repairs are carried out as part of the service. Submit and accurately transact work through Epyx 1link. Provide a complimentary wash and vacuum after every service and repair. Stamp the service book. Provide customers with a summary of work done.

31 The Service event 31 Service bookings As a Motability dealer, you ll need to manage the service bookings for all cars on your live fleet. We base the service due date on the manufacturer s service schedules. SERVICE REMINDER SERVICE DUE -28 DAYS +35 DAYS SERVICE DUE DATE END OF MDP REWARD PROTECTION PERIOD You ll receive a reminder for vehicles that are due for service in your Services Due tab in Online Applications 28 days before the Service Due date. You have until 35 days after the service due date to transact the service and protect your MDP Service reward. The list is updated daily to provide you with a countdown on the services that need to be completed and transacted. Vehicles will remain in your Services Due list until they re serviced and transacted through Epyx 1link. What to do when a service is due: Contact the customer to arrange the service. Complete the Service Booking details to confirm booking. Complete the service. Transact the service via Epyx 1link within 35 days from the first Service Due date this will remove it from the your work list. Service adjustments: - 40 To protect your Service reward, the first service must be completed and transacted within 35 days from the first Service Due date, in line with the manufacturer s recommended service and maintenance schedules. Early services If you have a car that has reached the required mileage or has the service light illuminated, we can authorise a service before it has been added to the Services Due list. If this is the case, please submit a transaction via Epyx 1link to our Dealer Network Support for authorisation prior to carrying out the work.

32 32 A Dealer s Guide 2017 Global adjustment for upsell: 20% If your service, maintenance and repair activity is significantly higher than the national or franchise average, an adjustment of 20% may be applied to your quarterly MDP reward. We reserve the right to withhold MDP payments for dealers whose service, maintenance and repair activity is significantly higher than the national or franchise average for two or more consecutive quarters. We pride ourselves on a high level of service. We want our customers to go away happy. It s not about selling the most expensive product, it s about selling the product that s right for them. Gary Aftersales Specialist My Motability dealer kept me updated with phone calls and explained everything in detail. Mr Ormiston Motability Scheme Customer Small fixes The replacement of bulbs and wiper blades with a fitment time of 0.3 hours or less must be carried out without a labour charge.

33 33 6. THE END OF CONTRACT EVENT Early terminations 36 MOT bookings 38 Vehicle Condition Description (VCD) 39 Vehicle imaging 41

34 34 A Dealer s Guide 2017 The End of Contract event Successfully manage the return of a Motability car and we ll reward you for a job well done: at the end of contract: 75 or as a result of an early termination: 100 The Scheme in ,000 End of Contract events carried out 12.8m Earned in rewards 79% Overall payout Missing images and late MOTs were the main areas of End of Contract adjustment.

35 The End of Contract event 35 Your End of Contract actions for: Early termination vehicles Receipt vehicle using Online Applications within 24 hours of handback. Submit handback Vehicle Condition Description (VCD) through Online Applications. Submit vehicle image within four days of handback VCD. Wash, vacuum and safely store vehicle for collection. Full term vehicles Transact a valid MOT. Submit MOT VCD through Epyx 1link. Check for any manufacturer product safety recalls and, if applicable, make sure outstanding repairs are carried out. Submit vehicle image within seven days of MOT VCD. Receipt vehicle using Online Applications within 24 hours of handback. Submit handback VCD through Online Applications. Wash, vacuum and safely store vehicle for collection. Vehicle accessories Ensure all of the accessories such as parcel shelf, head rest, spare wheels, toolkits and both sets of keys are present and the service book and manufacturer s handbook are with the vehicle. For more information about making the release and collection of Scheme vehicles after handback as smooth as possible, please see Your End of Contract Guide at motabilitydealer.co.uk

36 36 A Dealer s Guide 2017 Early terminations As a result of Personal Independence Payment (PIP) assessments, you are likely to see an increase in early terminated Scheme cars returning to you over the next 12 months. This can present a challenge to you and your customer and, as such, we re refocusing on early terminations and how best to support customers during this difficult time. Processing the handback of early terminating vehicles through Online Applications as early as possible is really important for you and your customer. In the case of stopped allowances, your customer s transitional support payment won t be paid to them until you ve receipted their car in Online Applications. For many customers, this payment is vital in keeping them mobile after they leave the Scheme, so it s important that we pay it to them as quickly as possible. Until you ve receipted the car back in through Online Applications and sent us an image, we won t be able to arrange for it to be collected. Any delays in processing the handback will result in the car taking up valuable parking on your premises. The earlier we have a handback VCD and vehicle image, the quicker we can put the car up for sale on mfldirect.co.uk, giving you an earlier opportunity to buy it back for your used car fleet. For more information about vehicle remarketing and Get Your Own Back, please see Your End of Contract Guide at motabilitydealer.co.uk To improve the timely handback of vehicles, we re increasing your End of Contract reward for early terminations to 100.

37 The End of Contract event 37 Looking after customers Many customers who leave the Scheme look for an alternative mobility solution and, more often than not, a used car. If they re happy with the service they ve received from you, they re more likely to consider buying a car from you if it suits their mobility needs and financial situation. Why not sensitively talk to your customer who is returning their car to you about their plans for keeping themselves mobile. Getting your customer home For customers with stopped allowances, handback day can be really tough. It s important that you discuss your customer s plans for getting home once they ve handed back their car and make every effort to help them with suitable arrangements. Managing the increase in early terminated cars We strongly recommend that you assign one Specialist to deal with all early terminated cars to help make sure you maximise every opportunity to earn your 100 End of Contract reward. Motability Transitional Support Package To support customers who leave the Scheme as a result of PIP reassessment, we offer a transitional support package. This consists of: A payment of 2,000 for customers who first joined the Scheme before 2013, 1,000 for those who joined in 2013 and 250 from 2014 onwards. The opportunity to buy their current Scheme car at a fair market price. A claims history letter along with the details of a broker of insurers. An information pack on all the future options.

38 38 A Dealer s Guide 2017 MOT bookings As a Motability dealer, you ll need to manage the MOT bookings for all cars on your expiring live fleet. MOT DUE MOT OVERDUE -90 DAYS -14 DAYS MOT REQUIRED BY DATE -28 DAYS END OF MDP REWARD PROTECTION PERIOD END OF CONTRACT You ll receive a reminder for vehicles that are due for MOT in your MOTs Due tab in Online Applications 90 days before the contract is due to expire. This will appear as -62 days on your work list. The list is updated daily to provide you with a countdown of the MOTs that need to be completed and transacted. Vehicles will be marked as Due up to the MOT Required By Date (28 days before the end of contract). After the MOT Required By Date, this status will update to Overdue. Vehicles can go up to a maximum of +14 days after the MOT Required By Date and still be eligible for the End of Contract reward. Vehicles will remain on your list until the MOT is completed. Overdue MOT rewards You can still be rewarded for MOTs appearing in both your MOTs Due and MOTs Overdue dropdown tab in Online Applications. For end of contract success you ll need to: Contact the customer once their vehicle has been added to your due list. Book the MOT. Offer a range of appointment types, for example home collection, while you wait and courtesy car if booked in with three weeks notice. Complete a pass MOT, in line with VOSA standards, by 14 days before the original end of contract date (+14 days after the MOT Required by Date on Online Applications). Wash and vacuum the car after the MOT. Transact via Epyx 1link.

39 The End of Contract event 39 Extra opportunities The End of Contract event is a great time to work together to create more opportunities for your dealership. Let Sales colleagues know when a car is at end of contract MOT stage and give them an early opportunity to discuss a customer s next car and arrange a showroom visit or demonstration. Why not also let used car sales colleagues know so they can take advantage of our Get Your Own Back (GYOB) reward and purchase the vehicle as soon as it s available on mfldirect.co.uk Vehicle Condition Description (VCD) The VCD is a crucial step in helping us understand the condition of the vehicle prior to resale. It also gives you confidence when buying back your own, and other, Motability Scheme cars through our remarketing website mfldirect.co.uk To complete your VCD and earn your End of Contract reward: For a full term car: 75 An accurate VCD must be submitted along with a pass MOT through Epyx 1link no later than 14 days before the end of contract date. An acceptable vehicle image must be sent to us within seven days of the MOT VCD. A second VCD is required at handback through Online Applications. For early terminating cars: 100 If your customer is renewing: An accurate VCD must be submitted through Online Applications when completing a new application and an acceptable image sent to us within four days of the application being submitted. A second VCD is required at handback through Online Applications. If your customer is not renewing (for instance, in the case of stopped allowances): An accurate VCD must be submitted through Online Applications when the car is handed back and an acceptable image sent to us within four days of the VCD.

40 40 A Dealer s Guide 2017 Carrying out a VCD VCD forms are available in the Document Library in Online Applications. VCD at MOT stage A trained Motability Aftersales Specialist or VCD trained technician must complete the VCD. VCDs must be conducted at the time of the MOT and within the MOT window. The VCD should reflect the condition of the car after any rectification to allow a pass MOT, and following a complimentary wash and vacuum. Once complete, transfer the information from the paper copy to Epyx 1link along with the MOT transaction, ensuring details are correct. In addition to payment for the MOT, a further payment equivalent to 0.3 hours is made for the combined MOT VCD and digital image submission. VCD at handback, new application and early terminations A trained Motability Sales or Aftersales Specialist or VCD trained technician must complete this VCD. The car s exterior must be sufficiently clean to allow an accurate description. Once complete, transfer information from the paper copy to Online Applications, ensuring the details are correct.

41 The End of Contract event 41 Vehicle imaging Taking a usable vehicle image is an important part of the End of Contract event and helps you earn your reward. Why it s important We use these vehicle images to sell Motability Scheme cars back to you and other UK dealers through mfldirect.co.uk. You could even end up using them to market the car yourself, so it s important they re taken right. Getting your image right The camera s date function is off Take your image after the complimentary wash and vacuum from the driver s side corner showing the offside and front. If there is damage to this side, the photo can be taken from the other side. Make sure: There are minimal background distractions and reflections The photo is taken as landscape rather than portrait if using a phone, turn it 90 degrees to the left to make sure the image comes to us the right way round No one s in the car or in the background We can t see any other cars and company logos We can clearly see the car wheels and trims We can clearly see the car registration number

42 42 A Dealer s Guide 2017 Sending us your image Once you ve taken the image, it to carphotos@motabilityoperations.co.uk using the vehicle registration number as the subject. We recommend you take and submit the vehicle image on the same day you transact and submit the VCD, but we ll need it: Within seven days of transacting the MOT and VCD for full term expiry cars. Within four days of the handback VCD in the case of early terminations. Once submitted you ll receive two s from us: a receipt which you should keep for your records and an letting you know if your photo has been accepted. If your image hasn t been accepted, you ll receive an notification outlining the reason for the rejection and tips for improving future images. Tips for success: Images need to be jpeg format, less than 3MB and landscape. Only send one image per . Remove any text from the body copy of the , including your signature. Only the registration number should appear in the subject line of the . (If it s a cherished plate with fewer than seven digits, please add zeros to the beginning of the subject line to make it up to a seven digit reference). Outstanding images Check your image status on your dealer dashboard in the Images tab. If you ve already sent us a photo and the status says outstanding, please send the photo confirmation to VRMImaging@motabilityoperations.co.uk and we ll investigate. For examples of acceptable and unacceptable images, see your End of Contract Guide at motabilitydealer.co.uk End of contract adjustment To protect your End of Contract reward, you must: Transact a pass MOT within the agreed window. Receipt the vehicle through Online Applications within 24 hours of handback. Complete and submit accurate and timely VCDs. Supply an acceptable vehicle image within the agreed timescales.

43 43 7. GLOBAL ADJUSTMENTS Customer service standards 45 FCA compliance 46 Complaints 48 Motability training 50 Service and MOT standards 52

44 44 A Dealer s Guide 2017 Global adjustments Global adjustments are a reduction to the total potential MDP reward available to your dealership. We apply these to reflect the importance of meeting our standards. These include: Customer service standards. Training standards. Service and MOT standards. These adjustments are applied to the total quarterly reward value before event-based adjustments are made.

45 Global adjustments 45 Customer service standards Our customers are at the heart of what we do and our priority is to provide them with excellent service underpinned by quality and choice. We are committed to ensuring our customers want to stay with the Scheme and recommend us to their families, friends and colleagues. We work hard to make sure our services are delivered with clarity and transparency, and that customers are kept informed clearly and fairly throughout their lease. As a Motability dealer, you re a key partner in delivering outstanding service to our mutual customers and we rely on you to keep our customers satisfied in all their interactions with the Scheme. What does excellent customer service look like? A key aspect of outstanding customer service is treating customers fairly. Practically, what this means for you is: Keeping the customer s best interests at the heart of everything you do. Providing customers with clear, jargon free information. Considering customers individual circumstances whenever advising them. Being prepared to take additional time with vulnerable customers. Providing an excellent standard of service. Responding to and resolving customer complaints, without putting in place any unreasonable barriers for customers wishing to make a complaint. Supporting us in resolving any escalated customer complaints. Customer service is king. I ve got some customers who are on their fourth car with me. Sam Sales Specialist

46 46 A Dealer s Guide 2017 FCA compliance Keeping conduct and service high Like all dealerships, we're regulated by the Financial Conduct Authority (FCA). FCA regulation is all about making sure customers are treated fairly and that the processes and procedures we have in place when dealing with them produce fair outcomes. To make sure we can show that together we re treating our customers fairly, there are a number of actions we require our Premier Partners to complete. Because our compliance with FCA regulation is vital, failing to meet these requirements will impact your ability to supply Motability cars and our ability to pay your MDP rewards each quarter. Under FCA regulation, we re required to: Make sure only trained Specialists submit customer applications and manage our Motability customers. Carry out specific activities during the Supply event. Treat customers fairly and ensure positive customer outcomes. Confirm the status of your FCA credit broking authorisation (FCA authorisation). What this means for our Premier Partners: Training compliance To provide outstanding customer service, any dealer looking after our customers must be knowledgeable about the Scheme and be disability confident. Because Motability training plays such a big role in ensuring our customers needs are met and our processes adhered to, each dealership must have at least two trained Sales Specialists and two trained Aftersales Specialists. Dealerships who fail to meet these training standards will not be able to supply Motability Scheme cars until training standards are met and will incur a 20% adjustment to their quarterly MDP reward. For more information about our training standards, please see page 50. Keeping documentation Make sure you retain all application documentation for the full length of the agreement, including the Statement of Responsibilities and Suitability Confirmation. You ll need this in the event of an audit to show that Scheme and vehicle suitability were considered as part of the Supply event.

47 Global adjustments 47 Supplying Scheme vehicles We rely on you to carry out key activities required during the Supply event to make sure that together we meet FCA regulations. Steps such as completing the Statement of Responsibilities and Suitability Confirmation with your customer help to make sure they understand the financial implications of taking out a contract hire agreement and that they can make an informed decision about joining the Scheme. Demonstrating fair treatment of customers throughout their journey You must be able to show how customers are treated fairly and demonstrate how you deliver positive outcomes for them. You must make sure that our customers don t face unreasonable barriers to make a complaint or change products. You re required to respond to and resolve customer complaints in accordance with FCA requirements and support us in cases where a customer escalates their complaint. Confirming your FCA authorisation We ll ask you to confirm the status of your dealership s FCA authorisation once a year. Failure to comply We re committed to working with you to help you meet our obligations under FCA regulations. We encourage you to talk to your Dealer Development Manager if you have any concerns about your ability to comply with any of these activities. Failure to comply with FCA regulations could result in: Your ability to supply cars to the Scheme suspended. MDP adjustment. MDP quarterly payments withheld. Exclusion from Motability Dealer Partnership programme. For more practical guidance about each of these areas, please see our Treating Customers Fairly Regulatory Compliance Guide at motabilitydealer.co.uk

48 48 A Dealer s Guide 2017 Complaints Whilst together we strive for outstanding customer service, we know that sometimes things can go wrong. Part of our commitment to treating customers fairly involves making sure that our customers don t face unreasonable barriers to make a complaint or change products. You re required to respond to and resolve customer complaints, either directly or in some circumstances through us, in accordance with FCA requirements and support us in cases where a customer escalates their complaint. Often, by the time a complaint has been escalated to us, the customer s perception of your dealership has already been affected. If a complaint is made, in the first instance you still have the opportunity to provide a satisfactory and timely resolution to your customer and win back their loyalty, retaining their custom. Escalated complaints Where a complaint is escalated to us, we ll consider and investigate it carefully to ensure the fairest outcome. As a dealer partner we require that you work with us to resolve any complaints in a timely manner. Any barriers that we face in trying to work with you to resolve a complaint may result in the complaint being upheld and an adjustment applied to your MDP reward. To make sure that our customers are being treated fairly and that we address any areas for improvement, we monitor all complaints. If we perceive you to have a high number of complaints, we ll work with you to make sure adequate steps are being taken to address our concerns. Complaints adjustment: at least If we uphold a complaint against you, this may result in an adjustment to your quarterly MDP payment. The standard adjustment is 100; however, in certain circumstances, we may apply a larger financial penalty to reflect costs incurred by our customers and Motability Operations Ltd.

49 Global adjustments 49 We were made to feel that our custom was valued and appreciated. The manager and all staff members were friendly and I would like to say thank you for the extra effort they made for me. Mrs Holloway Motability Scheme Customer Good to know Any adjustment reversals will be shown under the Complaints tab on your dealer dashboard. A reminder will appear on the Summary tab.

50 50 A Dealer s Guide 2017 Motability training Motability Specialist training is vital to delivering the Scheme well. It helps ensure customer needs are met and means you always know what you re doing at every stage of the process. Our training standards require you to have a minimum of: Two or more trained Sales Specialists. Two or more trained Aftersales Specialists. At least one Sales and one Aftersales Specialist available whenever your dealership is open. We highly recommend you train more Specialists than are required to meet our standards to help provide continuous coverage within your dealership and a comprehensive understanding of the Scheme. Being compliant We're regulated by the Financial Conduct Authority (FCA) and only trained Sales and Aftersales Specialists are permitted to deal with and submit an application on behalf of a Motability customer. In addition to the 20% training adjustment, dealerships who fail to meet our training standards will not be able to supply Motability Scheme cars until our training standards have been met. Getting trained Our Specialist training is VAT and is valid for 25 months from the classroom training date. After 25 months, you ll need to complete a refresher course to get back up to date and maintain your training standards. You can check your dealer dashboard to find out when your training expires. If we re unable to successfully collect your training fee from a Direct Debit, we ll deduct it from your next MDP quarterly payment.

51 Global adjustments 51 MDP training adjustment: 20% Your dealership must be fully compliant with our MDP training standards one week before the end of the quarter. If you fail to meet our training standards, your MDP rewards for the quarter will be adjusted by 20% and your ability to supply cars will be suspended. We reserve the right to withhold MDP payments for dealers who fail to meet training standards for two or more quarters. Unfortunately, if you continue to fall short of training standards for more than 12 months, you will lose your entitlement to any MDP rewards previously withheld. To meet our training standards and protect your MDP reward, you must: Complete and pass your e-learning modules before you attend classroom training. Attend the classroom training it is not sufficient to only book onto a course. Track your training You can check the status of your training, or your Specialists training, under the Training tab on your dealer dashboard at motabilitydealer.co.uk A GREEN flag indicates that you are meeting our standards for that quarter and no further action is required. An AMBER flag indicates that your training is due to expire in the quarter and, as a result, you are at risk of failing our standards. You need to take action to protect your MDP reward for the current quarter. A RED flag indicates that you are failing our standards and you need to take action to protect your reward. A RED flag at the end of the quarter will result in your quarter s MDP payment being adjusted by 20%. For more information about our training standards, please see Your Training Guide at motabilitydealer.co.uk

52 52 A Dealer s Guide 2017 Service and MOT standards You re responsible for maintaining Scheme cars in line with manufacturers recommendations. All service and maintenance work you do must be needed and appropriately authorised using Epyx 1link. If you have any questions about specific service, maintenance or repair work talk to us on Service and MOT standards adjustment: -20% We closely monitor your service, maintenance and repair activity with our upsell measures, comparing them with the national or franchise average to ensure the Scheme remains cost-effective for customers. These measures include: Additional Work at Service and MOT (AW) checks the percentage of service and MOT jobs where you request additional work and compares it to the national average. Manufacturer Average Parts Fitment rate (MAPF) checks how often you fit certain types of parts and compares it to the national average. If either of these are significantly higher than the average, an adjustment of 20% may be applied to your quarterly MDP reward. We reserve the right to withhold MDP payments where either of the above are significantly higher than the national or franchise average for two or more consecutive quarters. View the status of any upsell adjustment on your dealer dashboard under the MOT/Service Performance tab. This tab only appears on your dashboard if you are above the national average. We share this information with manufacturer aftersales teams to help address trends. If you incur a red flag, we ll contact you to give you the opportunity to manage your upsell performance.

53 53 8. SUPPORTING YOU Additional support 56

54 54 A Dealer s Guide 2017 Supporting you At Motability Operations Ltd, we re proud of the difference our dealers make. That s why we support you every step of the way in delivering our customers with outstanding service and earning your MDP rewards.

55 Supporting you 55 motabilitydealer.co.uk We re continuously developing our range of tools to help provide you with knowledge about the Motability Scheme, build your disability confidence and give you everything you need to get our customers out on the road, worry-free. motabilitydealer.co.uk is your one-stop-shop for all things Motability. The site is bursting with useful resources, tips, advice and tools to build your confidence as a Motability dealer and help you provide our customers with the best service. Take a look today to find: Access to your Motability Dealer Training Centre. All your dealer guides to help you with every step of your customer journey from getting started with Motability to processing your customer s car at the end of their lease. Up-to-date guidance and news about areas of the Scheme, including the latest on Personal Independence Payments (PIP). A huge range of our brand new Point of Sale marketing material to help generate awareness and understanding of the Scheme. A wealth of marketing and events guidance, tools and templates to help you bring customers through your doors. A range of short videos and animations to brush up on your Scheme knowledge and show to your customers to give them a quick introduction to our worry-free motoring package.

56 56 A Dealer s Guide 2017 Additional support Our award-winning Dealer Contact Services team are always happy to help you with any problems or queries on Our regionally based Dealer Development Managers (DDM) are on hand to support you in growing and developing your Motability business and improving your MDP performance. To make an appointment to meet with your DDM, please contact the Dealer Support team on or dealerdevelopmentsupport@motabilityoperations.co.uk Are you part of a dealer group? We have a range of bespoke Group reporting tools that can support you in keeping track of your Group s performance across key MDP measures, so you never miss an MDP payment! Want to be recognised as an outstanding Motability dealer? Our quarterly and annual Motability Dealer Awards recognise dealers that go over and above for their customers, providing unparalleled customer service and maximising their quarterly MDP rewards. To keep an eye on your progress, take a look at our league tables published each quarter at motabilitydealer.co.uk VAT self-billing So that we can make payments to you quickly and efficiently, we operate a self-billing system. On an annual basis we will send you a self-billing agreement which acts as the legal agreement for how we ll pay your vehicle supply payments and MDP rewards. We will also ask you to complete a VAT audit each year to check that we hold the correct details for your dealership. It s important that you complete this in a timely manner so that you can continue to supply vehicles on the Scheme. You must let us know if you stop being registered for VAT, get a new VAT registration number or transfer your business as a going concern.

57 Supporting you 57