YOUR END OF CONTRACT GUIDE

Transcription

1 For Dealer use only YOUR END OF CONTRACT GUIDE Version 4.0

2 2 THE MOTABILITY DEALER PARTNERSHIP 2014

3 3 1 THE END OF CONTRACT EVENT 2 MOT BOOKINGS 3 VEHICLE CONDITION DESCRIPTION page 5 Overview 6 Your dealer dashboard 8 page 10 MOT bookings 11 MOT booking details 13 Lease extensions 14 page 16 When to complete a VCD 19 Completing a VCD 20 The VCD form 21 4 VEHICLE IMAGING 5 VEHICLE HANDBACK 6 VEHICLE REMARKETING page 27 Examples of acceptable and unacceptable images 29 page 31 Vehicle accessories 32 Vehicle release process 33 page 37 mfldirect Conditions Standards 38 Get Your Own Back 39 My Virtual Showroom 41 Making things easier for you 41

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5 5 1THE END OF CONTRACT EVENT Overview Page 6 Your dealer dashboard Page 8

6 6 Motability Operations works in partnership with car dealers to provide our customers with the service and support they need in selecting, maintaining and returning cars at the end of their lease. Overview This guide aims to provide Motability Specialists with all the information needed to successfully manage the return of every Motability vehicle either at end of contract or as a result of an early termination. The guide is intended to be used alongside our Motability Specialist training programmes which support you in treating customers fairly and providing excellent service to your Motability customers. Only trained Specialists with their own Unique User Access should manage the return of vehicles. If you would like to be trained or require your Unique User Access, please contact our Dealer Contact Services team on or register at motabilitydealer.co.uk Training You must have a minimum of two trained Sales and Aftersales Specialists and at least one available whenever you re open. A trained Vehicle Condition Description (VCD) technician is also able to carry out and submit a VCD. To protect your reward, please see Your Dealer Guide to review our training standards in full.

7 7 YOUR END OF CONTRACT GUIDE Motability Dealer Partnership Motability Dealer Partnership (MDP) rewards dealers for supporting the Motability Scheme with payments for three key events which are designed to deliver high level of customer satisfaction throughout the lease: Supply 125 Service 40 End of Contract 75 In addition to covering the End of Contract process, this guide will also support you in maximising the potential MDP earnings for your dealership. You can find out more about the MDP programme and our standards in Your Dealer Guide at motabilitydealer.co.uk Our essential requirements at End of Contract are: Full term vehicles valid MOT submit MOT Vehicle Condition Description (VCD) through epyx 1link 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. Early termination vehicles receipt vehicle using Online Applications within 24 hours of handback submit handback VCD through Online Applications submit vehicle image within four days of VCD wash, vacuum and safely store vehicle for collection. End of Contract 75 To protect your 75 MDP End of Contract reward, you must: transact a pass MOT within the agreed window complete and submit accurate and timely VCDs submit an acceptable vehicle image within the agreed timescales.

8 8 The End of Contract Event Your dealer dashboard Your dealer dashboard allows you to manage your MDP performance for each End of Contract event. To view your dashboard, go to motabilitydealer.co.uk, click on the 'Car Dealer' tab and then 'Online Applications and your Dealer Dashboard'. Once you've logged in using your Unique User Access, click the 'MDP Performance' tab in the menu on the left. Supply Confirmed Delivery Date (CDD) free pass status, rewards and adjustments Early cancellation adjustments Pre-registration You can review your performance in previous quarters by clicking here Service Service rewards Late service adjustments Complaints Adjustments Reversals Training View your Specialists and their training status Help Dealer guide and summary of rewards and adjustments End of Contract End of Contract rewards Late MOT Inaccurate or late MOT and handback VCD Image adjustments Images Images outstanding Days remaining for image submission Invoice MDP payment for each quarter MOT/Service Performance Upsell adjustments this will only be shown if applicable to you You can export data and reports from the dashboard by clicking on the Excel icon on the Summary tab

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10 10 2MOT BOOKINGS MOT bookings Page 11 MOT booking details Page 13 Lease extensions Page 14

11 11 YOUR END OF CONTRACT GUIDE MOT bookings As a Motability dealer, you re responsible for managing the MOT bookings for your expiring live fleet. Online Applications Worklist -90 days -14 days MOT REQUIRED BY DATE ORIGINAL END OF CONTRACT DAY MDP Reward Payment A vehicle will be added to your MOTs Due tab in Online Applications 90 days before the contract is due to expire and will appear as -62 days on your list. The list is updated daily and provides you with a countdown on the MOTs that need to be completed and transacted. A Due status will be allocated to a vehicle up to the MOT Required By Date which is set at 28 days before the end of contract. After the MOT Required By Date has passed, the vehicle will be updated to an Overdue status. A vehicle 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. A pass MOT must be completed and transacted 14 days before the original End of Contract date. This will show as +7 days after the MOT Required By Date on Online Applications. Contact your customer once the vehicle is added to your list and book in the MOT. Offer a range of appointment types, for example home collection, while you wait and courtesy car. Complete the MOT in line with VOSA standards. Wash and vacuum the vehicle after the MOT. Transact MOT via epyx 1link. If a transaction is completed through epyx 1link after 5pm, you will see this on your refreshed list the next day and on your dashboard the following day.! Don't forget... failed MOTs To protect your MDP reward if the vehicle fails the MOT, you must carry out the repairs, complete another test and transact it as a pass through epyx 1link within the MOT window. If the pass is not transacted, the vehicle will remain in your list as an incomplete MOT.

12 12 MOT Bookings MOT Due list MOT Overdue list If an MOT is not passed and transacted by the MOT Required By Date, it will move from your Due list to your Overdue list. You have until +14 days after the MOT Required By Date date to complete, pass and transact your MOT. You can view your list of overdue MOTs by selecting Overdue on the drop down menu under MOT Status.

13 13 YOUR END OF CONTRACT GUIDE MOT booking details Once you ve contacted your customer and agreed a date for the MOT, you will need to complete the MOT booking details. This informs us that a booking has been confirmed. You can then download a confirmation letter to send to your customer by clicking the Documents tab on the customer s page. Please remember to keep the notes under Contact Attempt updated when you try to contact your customer to book the MOT. Working with your sales colleagues to arrange a showroom visit when booking your customer s vehicle for its MOT means your sales team have an early opportunity to discuss the customer s next vehicle and offer a demonstration. This could be worth an MDP Supply reward of 125 for your dealership. For more information, please see Your Dealer Guide at motabilitydealer.co.uk Good to know Take advantage of our Get Your Own Back (GYOB) reward by informing your used car sales colleagues about the vehicle when it s at MOT stage. This will give them the chance to purchase the vehicle as soon as it s available on mfldirect.co.uk, not only increasing the potential GYOB reward, but also letting you sell on a vehicle with a known history.

14 14 MOT Bookings Booking an early MOT Should your customer require the MOT to be booked earlier than expected, please contact our Fleet Technical team on (option 4) for pre-authorisation. Please note that you will not earn your End of Contract reward for an MOT that is completed and transacted earlier than 90 days before the end of contract date. Lease extensions Your customer may need to be kept mobile in their current car beyond the end of their contract until their new car is ready. Before a lease extension can be agreed on a vehicle, a pass MOT must be completed and transacted. Vehicles that have been lease extended will appear on your MOT list when the MOT is due for renewal, even though the initial agreement has ended. You will be able to complete and transact the MOT on a lease extended vehicle as normal through epyx 1link. The MDP End of Contract reward will only be paid once, when the first MOT or renewal VCD is completed. Service and MOT standards: 20% adjustment We have introduced some revised upsell measures to highlight where your level of service, maintenance and repair activity and expense is significantly higher than the average. If your additional work completed or parts fitment rates are significantly higher than that of an average dealer, an adjustment of 20% of your quarterly MDP reward may be applied. You can view the status of any upsell adjustment you may receive on your dealer dashboard under the MOT/Service Performance tab. This tab will only appear on your dashboard if you are above the national average. For more information about these measures and what your upsell status means, please see Your Dealer Guide 2014 at motabilitydealer.co.uk

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16 16 3VEHICLE CONDITION DESCRIPTION When to complete a VCD Page 19 Completing a VCD Page 20 The VCD form Page 21

17 17 Vehicle Condition Description To earn your End of Contract reward, for a full term car, you must submit an accurate Vehicle Condition Description (VCD) along with a pass MOT no later than 21 days before the end of contract date. You have a further seven days after the MOT VCD to send us an acceptable vehicle image. A second VCD will be required at handback. For early terminating cars where the customer is renewing, an accurate VCD must be submitted when completing a new application and an image sent to us within four days of the application being submitted. A second VCD is also required at handback. For early terminating cars where the customer is not renewing, an accurate VCD must be submitted when the car is handed back and an image sent within four days of the VCD date. 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 Completing a VCD will: confirm the make and model of the vehicle confirm the vehicle s mileage identify any adaptations identify any significant damage that requires repair before the end of contract determine the route through which the vehicle will be sold.

18 18 Vehicle Condition Description Good to know Should you have any concerns about the condition of the vehicle or suspect any Scheme or vehicle misuse at any point over the lease, please report this to our Dealer Contact Services team on For more information about our Scheme policies, please see Your Dealer Guide at motabilitydealer.co.uk For more information about our vehicle remarketing process, please see p37. Early terminations You can earn the 75 End of Contract reward for all early terminations, even if the car was supplied by another dealer or franchise. Customers may return their early terminating car to any dealer they choose, providing you with an additional opportunity to process the handback according to our standards and earn your 75 End of Contract reward. Good to know There will be instances, particularly with the roll out of the Personal Independence Payment (PIP), where customers have lost their allowance and will need to return their Motability Scheme vehicle before their end of contract date. To support these customers with financial and practical help to find alternative ways to keep mobile, 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 the 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.! Don't forget... stopped allowance You will receive a Dealer Alert to inform you of the reason for your customer's agreement being terminated.

19 19 Vehicle Condition Description When to complete a VCD Full term vehicle (MOT required): a VCD must be submitted at MOT through epyx 1link and the vehicle image sent to us within seven days of the MOT VCD a second VCD is also required at handback through Online Applications. Early terminating vehicle (MOT not required): VCD must be submitted through Online Applications when completing a new application. An image must be sent to us within four days of the new application being submitted. Where an MOT has not been completed or a customer is not renewing, you must complete a handback VCD through Online Applications. In these cases, an image must be sent to us within seven days for a full term vehicle and four days for an early termination. VCD Image required epyx 1link Online Applications (new application) Online Applications (handback) FULL TERM EARLY TERM MOT completed MOT not completed Customer renewing Customer not renewing 7 within 7 days of MOT VCD 7 within 7 days of handback VCD 4 within 4 days of renewal VCD 4 within 4 days of handback VCD The only time an image isn t required is when you re carrying out an ad hoc, in-life VCD if you re concerned about the condition of the vehicle. Please see p17 for more information about reporting your concerns.

20 20 YOUR END OF CONTRACT GUIDE Completing a VCD Download and print a VCD form from the Document Library in Online Applications. VCD at MOT stage A trained Motability Aftersales Specialist or VCD trained technician must complete the VCD along with the MOT within the MOT window. The VCD should reflect the condition of the vehicle after any rectification to allow a pass MOT, following a complimentary wash and vacuum. Once complete, transfer the information from the paper copy to epyx 1link along with the MOT transaction. Please ensure the 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 termination A trained Motability Sales or Aftersales Specialist or VCD trained technician must complete this VCD. The vehicle's exterior must be sufficiently clean to allow an accurate description. Once complete, transfer information from the paper copy to Online Applications ensuring that the details are correct. Transferring the VCD to Online Applications at handback Renewing customers Search for the new application in Online Applications. Click Confirm customer handback under the Current Actions tab. You ll be prompted to transfer the information from the paper VCD to the online screen. Non-renewing customers Use the Vehicle Handback tab on the left hand menu in Online Applications. Complete the ARN or Registration fields. You ll be prompted to transfer the information from the paper VCD to the online screen.

21 21 Vehicle Condition Description The VCD form The VCD form details all the interior and exterior parts of the vehicle and will describe each area as Good, Fair Wear and Tear or Damaged/Worn. To help you assess the condition of the vehicle when completing the VCD, you can use the descriptions below as a guide: BONNET, FRONT WINGS, DOORS, SILL PANELS, REAR WINGS/QUARTER PANELS, TAILGATE/BOOT LID, ROOF Good condition Fair wear and tear Damage No damage at all light scuffs or marks that can be professionally polished out minor damage that can be SMART repaired scratches of less than 100mm in length that have not penetrated the paint up to and including three minor dents, less than 40mm in diameter, per panel scratches greater than 100mm in length any scratch which has penetrated the paint rust, blistered paint, holes or cracks any dent greater than 40mm in diameter four or more dents per panel, of less than 40mm in diameter FRONT AND REAR BUMPERS Good condition Fair wear and tear Damage No damage at all Scratches and minor abrasions of less than 100mm in length, which can be polishedout or locally painted up to and including three minor dents, less than 40mm in diameter, per panel scratches greater than 100mm in length any splits, cracks, or tears any dent greater than 40mm in diameter missing bumper, sections, or mouldings four or more dents per panel, of less than 40mm in diameter LOAD SPACE/BOOT INTERIOR AREAS Good condition Fair wear and tear Damage No damage at all Stains to carpet areas which can be removed through professional cleaning Scratches to plastics which can be repaired through re-texturing Cut damage caused by the fitment of mobility aids Stains to carpet areas that are unlikely to be removed by professional cleaning Cut, broken, or missing plastic trims (excluding those cut for the fitment of mobility aids) Missing trims, including parcel shelves (where they should be fitted as standard equipment)

22 22 Vehicle Condition Description WHEEL, WHEEL TRIMS, AND TYRES Good condition Fair wear and tear Damage No damage at all Alloy wheels which have minor scrapes to the outer rim edge Steel wheels which are scratched to the outer rim edge Wheel trims which are scratched Tyres which have slight cuts of less than 25mm in length, which have not penetrated through to the cord structure Alloy wheels which are significantly scraped/scratched to the central hub/spoke areas, or are buckled, or have sections missing Steel wheels which are bent/buckled Wheel trims which are either missing, cracked, broken, or badly distorted Tyres which are punctured, worn beyond their minimum legal tread limit, or have cuts which exceed 25mm in length or cuts which have penetrated through to the cord structure PASSENGER CARRYING INTERIOR AREAS Good condition Fair wear and tear Damage No damage at all Stains to carpet areas and seat trims which can be removed through professional cleaning Scratches to plastics which can be repaired through re-texturing Cut damage caused by the fitment of mobility aids Wear to seats, carpets, door trim panels which is consistent with the vehicle age Stains to carpet areas and seat trims that are unlikely to be removed by professional cleaning Cigarette burns to seats, carpets, headlining, door trim panels Cuts, rips, tears to seats, carpets, headlining, door trim panels Cut, broken, or missing plastic trims (excluding those cut for the fitment of mobility aids) Cuts, deep scratches, or holes to the dash facia panel Strong odours which are unlikely to be successfully removed by professional cleaning.

23 23 Vehicle Condition Description You can view the different categories to help you assess the condition of the vehicle below. Vehicle Condition Description Form Vehicle Condition Description VCD Date Customer Details 1 Car Registration: Repairer Details Name: Address: Odometer Reading: Vehicle Description: Completed by: Job Title MOT Tester After Sales Specialist Other Complete the first section of the VCD form. VCD Details: Exterior Good Fair Wear Tear Damaged worn Mobility Aid damage Interior Good Fair Wear Tear Damaged worn Mobility Aid damage Only one result to be recorded against each Exterior item. Any damaged/worn description will require confirmation of mobility aid damage OSF Wing Roof Bonnet Front Panel Front Bumper Front Lamps NSF Wing NSF Door NSR Door NS Body Sill ` Dashboard Steering Wheel Roof Lining Front Carpet Front Seats Front Door Panels Rear Carpets Rear Seats Rear Door Panels Load compartment area NSR Wing / Quarter Panel Additional information Yes No N/A Rear Bumper Equipment: Rear Lamps Audio equipment present Tail Gate/ Boot Lid Tyres legal OSR Wing / Quarter Panel Spare wheel present OS Body Sill Tools present OS Rear Door Load Cover present OS Front Door Additional Seats (MPV) Wheels Condition: Windows Evidence of poor repair quality Mirrors & casings Disagreeable odours (including smoke) Excessive Staining Major Adaptations Non Standard Modifications 2 Fill in this shaded section about the equipment and condition of the vehicle you need to answer 'Yes', 'No' or 'N/A' as applicable. General Exterior Condition General Interior Condition Good Average Poor Don t forget to a photo of the vehicle to: carphotos@motabilityoperations.co.uk Please remember: The subject title of the must be the vehicle registration number Only send one photo per vehicle under 3 MB in size You will receive a receipt by which you should keep for your records 3 Make an overall assessment of the interior and exterior of the vehicle based on our condition guidelines. This will need to be assessed as Good, Average or Poor.

24 24 YOUR END OF CONTRACT GUIDE Mobility aid damage Should your customer s vehicle have mobility aid damage, please make sure you record this against the appropriate area of the vehicle, describe the condition as Damaged and tick the Mobility Aid box. Some examples of mobility aid damage include: damage to the body caused by a wheelchair being lifted in and out of the car damage to the tailgate caused by an electric hoist fitting damage to the interior due to lifting or storage of mobility aids. Good to know When completing the VCD form, you will need to indicate whether the vehicle has a major adaptation. This is an adaptation that requires substantial remedial work when removed to bring the vehicle back in line with our VCD standards. The following examples are not considered major adaptations and do not need to be recorded on the form: easy release handbrake pedal guards mechanical hand controls steering wheel aids pedal extensions. For more information about the types of adaptations, please go to motability.co.uk/cars-and-wavs/adaptations-and-adjustments/

25 25 Vehicle Condition Description Top tips for completing your VCD Have as many trained VCD technicians as possible. You can find our stand-alone VCD e-learning modules at the Dealer Training Centre. The VCD must only be completed by trained VCD technicians or Specialists. All colleagues, both sales and aftersales, should have the same understanding of our guidelines and provide a consistent interpretation of the car s condition. Download and use the VCD form we provide in Online Applications to record the vehicle's condition to avoid any errors. You can then accurately transfer this form onto epyx 1link (at MOT) or Online Applications (at handback or renewal application). When submitting a VCD via epyx 1link, if you answer Yes for all five condition questions, a pop-up box will appear to request confirmation that you are happy with the responses you ve given. If you select No, your answers will be cleared and you will be able to re-submit the condition questions. Where possible, cross-reference the MOT and handback VCD information between your sales and aftersales teams. Both VCDs should be the same except in cases of damage or repair being carried out since MOT. For more information about how the VCD affects our remarketing process and how you can benefit from it, please see p37

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27 27 4VEHICLE IMAGING Examples of acceptable and unacceptable images Page 27

28 28 YOUR END OF CONTRACT GUIDE Vehicle imaging Vehicle images enable Motability cars to be sold back to you and other UK vehicle dealers through mfldirect.co.uk or at auction. An image is required: within seven days of transacting the MOT and VCD for full term cars within four days of the handback VCD in the case of early terminations. We recommend you take and submit the vehicle image on the same day you transact and submit the VCD. Taking your image Image should be taken following the complimentary wash and vacuum we require as part of our service standards. The photo needs to be taken in an area free from other cars and company logos. Image should be of the driver s side corner showing offside and front. If there is damage to this side, the photo should be taken of the other side. Clearly show the vehicle wheels and trims. Clearly show the vehicle registration number. Make sure you take the photo as landscape rather than portrait. There should be minimal background distractions and reflections. No one should be in the vehicle or in the background. Remove the date function on the camera.

29 29 Vehicle Imaging Examples of acceptable and unacceptable images Blurred image with van in background Wrong angle with other vehicles in background Date function is on and reflection in image Wrong angle and unable to see registration

30 30 YOUR END OF CONTRACT GUIDE Submitting your image Images should be ed to Only the registration number should appear in the subject line of the . If there is a cherished plate on the vehicle less than seven digits long, please add the appropriate number of zeros to the beginning of the subject line to make a seven digit reference. Image should be sent in jpeg format. Image must be less than 3MB. Only one image per . Remove any text from the body copy of the , including your signature as this can cause the to reject on sending. You ll receive a receipt by which you should keep for your records. Once your image is accepted, you'll receive an acceptance . If an image is sent then subsequently rejected, you ll receive an notification outlining the reason for the rejection and tips for improving future images. Outstanding images You can check for outstanding images on your dealer dashboard by clicking on the 'Images' tab. If you ve sent us a photo and the status is still outstanding, please send the photo confirmation to VRMImaging@motabilityoperations.co.uk and we will investigate this.

31 31 5VEHICLE HANDBACK Vehicle accessories Page 32 Vehicle release process Page 33

32 32 Vehicle handback On handback day, you must receipt the vehicle through Online Applications within 24 hours, ensuring that an accurate VCD has been completed and, if not previously submitted, a vehicle image is sent to us within the agreed timescales. Vehicle accessories As a Motability dealer, you re responsible for providing an accurate VCD for the vehicle when it s returned. When carrying out a VCD on a vehicle from a different manufacturer, we ask that you take reasonable steps to identify any missing parts and notify us through the VCD you complete. When making arrangements to take a Motability vehicle back, we recommend you contact your customer in advance of the handback date to let them know the importance of including all of the vehicle's original items and equipment. The accessories that are typically missing at handback include: spare key, parcel shelf, spare wheel, tyre inflation kit, tools, SD cards, locking wheel nut key, boot mat, boot floor (dividing board), aerial, headrest, remote control, radio or key code and additional car seats. Documentation such as the manufacturer s handbook, service book and instruction manuals must also be returned with the car.

33 33 Vehicle Handback Vehicle release process We have put in place our vehicle release process so you can be confident that you re releasing the right vehicle to the correct and authorised collecting agent, purchasing dealer or subcontractor. We work with BCA and Smart Fleet Solutions to ensure: collecting agents provide you with formal identification and proof of authorisation vehicles are delivered in the same condition in which they were collected timely collection and delivery. To help keep the collection and delivery process as efficient as possible, we ask that you support us by: moving the vehicle to a location on your premises that is easily accessible for collecting agents clearing access to any on and offsite units where the vehicle might be stored locating and making available all sets of vehicle keys, along with any other items that might have been removed whilst in your possession informing us if the vehicle is due for collection and you're aware it cannot be driven by ing customersupport@mfldirect.co.uk with the registration, vehicle location and a brief description of the issue.

34 34 YOUR END OF CONTRACT GUIDE To protect yourself from any fraudulent collection activity, please follow our vehicle release process for each collection: You ll receive a release notice by from vrmopsreleasenotes@ motabilityoperations.co.uk including a unique Movement ID number, details of the vehicle to be collected and full instructions on who will collect the vehicle. This will also be supplied to the collecting agent. When the collecting agent arrives you must check: - the driver s paperwork matches the release notice details we've sent you, including the Movement ID number. No collections or releases must be made without full confirmation of this number by both parties. - the driver s security identification - all drivers should have identification confirming details of the organisation they represent. Please do not take copies of the driver s licence and/or photo ID. - authenticated paperwork or an Electronic Vehicle Appraisal (EVA) device confirming details of the vehicle to be collected. They may also have a mobile phone with SMS instructions. However, you must still ask to see headed paperwork as proof of authentication before proceeding to handover the vehicle. Before the collecting agent leaves: - they will record the collection details using a smart phone app or electronic device and you will be asked to provide an address so that an electronic proof of collection or delivery can be ed to you. s will often arrive with you instantly. If you do not receive your within 30 minutes, please call BCA on and they will a copy to you. - If the driver does not have an electronic device, they may provide you with written documentation showing the name and signature of the driver collecting the vehicle. This is still legitimate and we ask that you retain this documentation as before. Vehicles may be collected by BCA, Smart Fleet Solutions, a purchasing dealer or a subcontractor working on behalf of any of these parties. Subcontracted drivers must have paperwork confirming who they re working on behalf of and the vehicle they re collecting. They won t necessarily have an EVA device or phone. Vehicles must only be released once you have completed all checks. Please make sure all relevant employees in your dealership know and follow the correct vehicle release process before handing over a Motability Scheme car. As a Motability dealer partner, you re responsible for Motability Scheme vehicles being held and released from your dealership.

35 35 Vehicle Handback If, after completing the process checklist you're still unsure, you can check: the vehicle details and who should be collecting it by calling our mfldirect.co.uk team on ; or if a driver collecting on behalf of BCA or Smart Fleet Solutions is an authorised driver by calling BCA on or Smart Fleet Solutions on (option 4). If you would like us to resend the vehicle release notice, or have any feedback on a collecting agent or driver, please call mfldirect.co.uk on

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37 37 6VEHICLE REMARKETING mfldirect Condition Standards Page 38 Get Your Own Back Page 39 My Virtual Showroom Page 41 Making things easier for you Page 41

38 38 Vehicle remarketing mfldirect is the vehicle remarketing arm of Motability Operations and the largest supplier of used cars to the UK trade. There are typically over 1,000 vehicles to choose from. The majority of cars available to buy on mfldirect.co.uk are those that have reached the end of their three year Motability Scheme lease, but you will also have access to early terminations and Wheelchair Accessible Vehicles (WAVs). mfldirect Condition Standards To help you buy with confidence, we have put processes in place to ensure the vehicles you buy are of a trade standard. The only vehicles for sale on mfldirect.co.uk are those with a VCD that indicates they meet the mfldirect Condition Standards and, if full term, have passed their MOT. Should the vehicle you have purchased fail to meet these standards, we have a robust claim process to support you. To find out more about our claim process, please go to the Customer Support section of mfldirect.co.uk Good to know If the vehicle you re purchasing is at least three years old and you want to check whether it has a valid MOT, you can get an electronic MOT receipt by taking the following steps: Go to gov.uk/check-mot-status. 1 Select Start now. 2 Enter the vehicle registration number and the document reference number in the correct fields. 3 Press continue. This will display the MOT status and information about the MOT test. 4 You can then go to File and Print.

39 39 Vehicle Remarketing Get Your Own Back Get Your Own Back (GYOB) gives you the opportunity to make more profit from ex-motability cars by helping you identify and buy back vehicles that you ve managed on the Scheme. GYOB cars benefit from being: easier to sell you re already familiar with the vehicle and its history quick to prepare it carries your branding and you know its condition more profitable in addition to your MDP reward, for each GYOB vehicle purchased, you earn a financial reward for your business exclusive to you if you submit the Confirmed Delivery Date (CDD) well in advance, GYOB vehicles can be exclusively available to you. Your GYOB reward will depend on which channel the vehicle is in when you buy it: YOUR EXCLUSIVE 11 DAYS BEFORE HANDBACK DAY IMMINENT 7 DAYS BEFORE HANDBACK DAY DEALER FORECOURT HANDBACK DAY ONWARDS EARLY RETURNS HANDED BACK BEFORE END OF LEASE Vehicle made available online if its VCD indicates that it meets the mfldirect Condition Standards Reward: 150 If the CDD is submitted well in advance, up to two weeks before handback, you will have an exclusive opportunity to buy back the vehicles you ve managed from new before they're available to the wider market. You can earn a 150 reward when you buy a Your Exclusive GYOB Vehicle. Reward: 100 Vehicle will be available for delivery or collection once returned to the handback dealer. You can earn a 100 reward when you buy an Imminent GYOB vehicle. Reward: 50 Vehicle has now been handed back and, if collected, is available the day after purchase or can be delivered within seven working days. You can earn a 50 reward when you buy a Dealer Forecourt GYOB vehicle. Reward: 50 These are vehicles which are returned before the end of their three year lease and can represent a great opportunity. You can earn a 50 reward when you buy an Early Returns GYOB vehicle.

40 40 YOUR END OF CONTRACT GUIDE Tips for successful GYOB car buying Make sure you view every GYOB car at MOT so you can look out for the right vehicles when they become available. When you identify a potential vehicle for your dealership, update your used car buyer. Enter the Confirmed Delivery Date (CDD) for the customer's new vehicle as soon as possible - ideally two weeks in advance. The CDD indicates when we can expect the vehicle to be returned. Log on to mfldirect.co.uk every day and click View all GYOB cars.! Don t miss out With three stock uploads daily, the best way to make sure you don t miss out is to log on to mfldirect.co.uk regularly. If you don t have access to mfldirect.co.uk, then call to sign up.

41 41 Vehicle Remarketing My Virtual Showroom My Virtual Showroom is a free tool that allows you to sell mfldirect vehicles directly to your customers whilst at your dealership, before you ve bought them. You can set up an online showroom stocked by mfldirect.co.uk, personalised with your own branding, your colours and, most importantly, your prices. Expand your forecourt instantly offer your customers more choice without the cost of storing the vehicles on your forecourt. Sell before you buy maximise your profits by adding your own mark-ups to the vehicles online. Free to set up and use. Use your branding and customise your showroom. Quick and easy to set up. For more information about My Virtual Showroom or to set yours up, please go to the Customer Support section on mfldirect.co.uk Making things easier for you You ll find all the help you need by logging onto mfldirect.co.uk and visiting the Customer Support section. Answers to our most frequently asked questions. How to search and buy. Information on collections and deliveries. How to set up and use My Virtual Showroom. Information about the mfldirect Condition Standards. How to make a claim. How to set up and text alerts, or change the ones you are already receiving. If you don t have access to mfldirect.co.uk, please call to sign up.

42 42 YOUR END OF CONTRACT GUIDE Supporting you To enable you to maximise your potential MDP rewards and deliver excellent customer service, we've developed a range of support tools to help clarify any areas of the Scheme or your performance that you're unclear on. Ask Mo provides you with 24/7 online support, answering any questions about the Scheme, our processes or standards that you might have. motabilitydealer.co.uk is your one-stop-shop as a dealer partner with all your guides, urgent updates, marketing support, advice and Point of Sale material, as well as links to the Training Centre and other relevant sites. Bespoke Group reporting tools have been developed, detailing your performance across key measures. To view your Group report, go to motabilitydealer.co.uk and click 'Check your Group Reports'. The Resource Library at motabilitydealer.co.uk contains all the guides you'll need as a Motability dealer, available to view online or download and print. Our Dealer Contact Services team has been recognised as Best South West Contact Centre 2013 and they're on hand to support you with any problems and queries on Market Location Maps - to help you to maximise your business opportunities, we've created a suite of market location maps unique to your dealership, indicating your customers that are approaching renewal as well as prospect customers. Speak to your Dealer Development Manager for more information about these maps. Marketing Advice - you can find a range of marketing advice, ideas and tools at motabilitydealer.co.uk, including Motability brand guidelines, social media support and Point of Sale material to order. Motability Dealer Awards - in 2013 we launched the quarterly and annual Motability Dealer Awards recognising dealers, groups and Motability Specialists that are providing outstanding service to our customers and are high performers in MDP. mfldirect - contact us on Thank you for your continued support.

43 Ask a question Our 24/7 online service 'Ask Mo' can answer your questions. Go to motabilitydealer.co.uk You can access the latest dealer guides, dealer dashboard, Training Centre and further information at motabilitydealer.co.uk Dealer Services Bristol Park House 610 Bristol Business Park Coldharbour Lane Bristol BS16 1EJ dcs@motabilityoperations.co.uk Tel: Lines are open 8.30am 5.30pm Mon to Fri Fax: motabilitydealer.co.uk Bristol Park House Building 610 Bristol Business Park Bristol BS16 1EJ customersupport@mfldirect.co.uk Tel: Lines are open 8.30am 5.30pm Mon to Fri mfldirect.co.uk RAC Motability Assist Customer Services Thomas Street, Stretford Manchester M32 0HX Tel: Tel: epyx 1link Tel: link.co.uk Glassline (by Autoglass) Windscreens and windows Tel: RSA Motability (RSAM) Customer Services PO Box 4, New Hall Place Old Hall Street Liverpool L69 3SD Tel: Vehicle lines open 8am 8pm Mon to Fri and 8am 4pm on Sat motability.co.uk/insurance