FAQs

The Finance & Leasing Association (FLA), the trade body for finance providers, believes that by working together finance providers and motor dealerships will raise standards, improve knowledge and help to increase consumer confidence in point of sale finance.

1. What is the Finance and Leasing Association (FLA)?

2. What is Specialist Automotive Finance (SAF)?

3. What is the SAF Competence Test and an SAF Expert?

4. Why is the SAF Competence Test needed?

5. Will dealerships be charged for taking the SAF Competence Test?

6. How will dealer staff benefit from taking the Test and what does it mean to customers?

7. How do customers benefit from SAF Approved?

8. How do customers know how to find a SAF Approved dealer?

9. What happens if customers have a complaint or are not satisfied with a SAF Approved dealer?

10. Do dealership staff have to take the SAF Competence Test?

11. Which staff should take the test?

12 . What questions does the SAF Competence Test ask?

13. How do I prepare for the SAF Competence Test?

14. How do I take the SAF Competence Test?

15. What if I have problems accessing the Test?

16. How long is the Certificate of SAF Competence valid for?

17. What if I am locked out of the SAF Competence Test?

 

1. What is the Finance & Leasing Association (FLA)?

The Finance & Leasing Association is the main representative body for the motor finance, consumer credit and asset finance sectors in the UK. FLA members financed around 50% of all new car registrations in the UK in 2006. For a list of FLA motor finance members click on the ‘Consumer Protection’ menu at http://www.financingyourcar.org.uk/

2. What is Specialist Automotive Finance (SAF)?

SAF has been developed by FLA (Finance & Leasing Association) to raise standards and improve skills for those involved in the sale of motor finance. SAF will improve consumer confidence and change consumer awareness of showroom finance. The SAF marque is a kitemark for consumers highlighting which dealership staff have attained the professional standard set by the SAF Competence Test. 

3. What is the SAF Competence Test and an SAF expert?

The SAF Competence Test is an annual test aimed at all customer-facing staff in motor dealerships. The online test, which must be renewed every 12 months, consists of 40 challenging multiple-choice questions and must be completed within 40 minutes. The system is simple to operate and will help dealerships more effectively manage finance-related issues. An SAF expert is an individual who has passed the SAF Competence Test. Their Certificate of SAF Competence is an assurance to finance customers that they are receiving expert advice from an individual with a technical knowledge of all aspects of vehicle financing. An SAF expert has attained the professional standard required by the SAF Competence Test and so should act fairly, reasonably and responsibly at all times, never pressurising customers into any agreement, and adhering to all relevant finance regulations and guidelines. Individuals who successfully pass the SAF Competence Test will be able to download a Certificate of SAF Competence. The SAF expert marque can only be used by an individual who is able to show this Certificate.   

4. Why is SAF and the SAF Competence Test needed?

Independent research shows that the UK motor dealers’ share of the vehicle finance market has been seriously declining over the last three years. Even though some dealerships have eased the decline through a professional approach to finance, the competition from high street and internet lenders has meant that motor dealers as a whole, are currently losing more and more potential income.  The regulatory environment has greatly impacted on how motor finance is sold and the level of consumer protection. Staying abreast of regulatory developments is difficult, particularly with the high staff turnover of dealerships. The SAF Competence Test improves individual expertise on finance products and regulation, helping dealers to identify training needs and invest in their staff accordingly. In turn, consumers can be confident that they are dealing with a dealership whose staff have attained the professional standard set by the SAF Competence Test.  

5. Will dealerships be charged for taking the SAF Competence Test?

No. FLA members believe that improving consumer confidence in motor finance is a shared challenge for the retail motor and motor finance industries, and so have provided funding to ensure all motor dealership staff can take the test free of charge.  

6. How will dealer staff benefit from taking the test and what does it mean for customers?

For dealership staff, the Certificate of SAF Competence will be a real advantage. It will be clear recognition of their professionalism and expertise and will give customers confidence in the quality of advice on motor finance options. As publicity generated by SAF brings more customers into dealerships asking about finance, more customers will become aware of its unique benefits. The introduction of the SAF Competence Test will help dealerships to improve customer perceptions of motor finance value and increase their confidence in the specialist advice they will receive. The widely communicated benefits of SAF will empower consumers with better information and allow dealerships to compete more effectively against purely rate-based finance providers.

In time, the improved customer confidence that the SAF marque brings with it, will reflect on all aspects of the dealership’s image; and increased customer trust will boost dealer performance. A positive perception of motor finance and its benefits means customers are less likely to have organised their finance before they visit the showroom and will be more receptive to the information provided by SAF experts. Improved technical knowledge amongst staff and better communication of the benefits of motor finance will improve customer satisfaction. In turn, increased customer loyalty will benefit all aspects of dealer performance, not just finance.

7. How do customers benefit from SAF Approved?

The improved customer confidence that the SAF marquee brings with it, will reflect on all aspects of the dealerships image; and increased customer trust will boost dealer performance. By seeking out SAF Approved dealers, car buyers can be sure of consistence and reliable information on their motor finance options and are more likely to return to the dealer in future years.

8. How do customers know how to find a SAF Approved dealer?

SAF Approved dealers will be issued with various materials to help them promote their status. Among these will be a wall plaque which the dealership can display on the exterior of the premises. They will also receive a SAF Approved certificate and are able to use the SAF logo on promotional material and local advertising to help attract potential customers. The FLA also plans to launch an online SAF Approved dealer directory at the end of 2009 to enable car buyers to search for their nearest SAF Approved dealer. This will be a real competitive advantage for SAF Approved dealers.

9. What happens if customers have a complaint or are not satisfied with a SAF Approved dealer?

SAF Approved dealers make a commitment to adhere to the FLA’s SAF guidance note. The guidance note requires dealers to act fairly, reasonably and responsibility when selling finance to customers. The dealer’s commitment to the guidance note is captured on an annual compliance statement.

SAF and SAF Approved is audited by the FLA and its members – motor finance providers. If the FLA receives a complaint from a finance customer regarding a SAF dealership, the FLA and the associated finance company will undertake a full investigation and look to resolve the matter. Any investigation may result in a dealership losing their SAF and SAF Approved status and further action may be taken by the associated finance company.

10. Do dealership staff have to take the SAF Competence Test?

 No, the SAF Competence Test is not compulsory. However, there is increasing regulatory focus on point of sale finance. With the Financial Services Authority (FSA) currently looking at how other industries sell finance, SAF highlights industry’s commitment to robust self-regulatory solutions. The test is free, easy to take and designed to benefit dealers. Customers increasingly value high-quality information, professionalism and expertise. The SAF Competence Test will help provide all of these benefits at no cost.

11. Which staff should take the test?

The test is aimed at all customer-facing staff in motor dealerships. This means: Sales Executives; Sales Managers; Business Managers; F&I Managers; and Dealership Managers.

12. What questions does the SAF Competence Test ask?

Questions are based upon finance products (e.g. Hire Purchase, PCP, Operating Lease) and regulation surrounding the sale of motor finance (e.g. Consumer Credit Act, Data Protection Act). The SAF Competence Test syllabus is available on this web site under ‘Knowledge’.  The SAF initiative is not designed to teach dealerships staff how to sell finance. 

13. How do I prepare for the SAF Competence Test?

Reference material is available to dealerships that do not have access to alternative motor finance training. For more information on preparing for the test please speak to the SAF Competence Test administrator within your Dealer Group. If your Dealer Group does not have an administrator then the company which provides your motor finance will be able to provide further information.  It is recommended that dealership staff should also view the syllabus for the SAF Competence Test under ‘Knowledge’.  

14. How do I take the SAF Competence Test?

Dealer Groups should be approached by FLA members (motor finance providers) during 2007. If you have not been approached about the SAF Competence Test by the end of 2007 then you should contact your finance provider. Each Dealer Group requires an administrator who must register the Company. Once the company is registered the administrator can assign a User ID and Password to individual staff to access the test.  

15. What if I have problems accessing the Test?

If you are experiencing difficulties with the SAF Competence Test, you should initially contact and seek advice from one of the test administrators in your Dealer Group. To access the SAF Competence Test you require a User ID and Password which will be provided to you by the administrator. If you do not know who your administrator is then speak to your direct manager. If your Dealer Group does not have an administrator then one must be assigned. Further information will be available from your motor finance provider.  For Technical Support with the SAF Competence Test please call Proficiency Solutions on 0870 122 2193 or email info@proficiencysolutions.co.uk  

16. How long is the Certificate of SAF Competence valid for?

The Certificate of SAF Competence expires after 12 months, and can be renewed by successfully passing the SAF Competence Test. This ensures the knowledge of an SAF expert is regularly maintained. Once you have successfully passed the test you will not be able to access the online test system for 11 months. You will receive email notification one month before your Certificate of SAF Competence is due to expire. 

17. What if I am locked out of the SAF Competence Test?

Each member of staff has three attempts to pass the Competence Test. If you fail after two attempts FLA recommends that you speak to your manager/training manager before your third and final attempt.  If you have been locked out after a third fail you need to contact your SAF Competence Test administrator. (See Q13 for further information on administrators).