The Money Advice Trust, a debt advice charity, have produced guidance to help dealership staff identify customers that have problems with making decisions. The guidance uses BRUCE - a tool or protocol to remind staff of the key aspects of decision making:
Think about your own behaviour:
- Know your products, arrangements, and offers to ensure explanations given to the customer are clear.
- Use simple language and break down explanations into easy to understand chunks – check customer understanding then move on to the next feature.
- Never make decisions for a customer.
Think about how to overcome any problems with memory by:
- Repeating key information, or simplifying information.
- Using alternative ways of giving information (e.g. rephrasing or using a written summary if an oral explanation has been given).
- Asking whether a friend or family member can help them.
- Asking if there is anything else that could be done to help.
Understanding is key – support can be provided to customers by:
- Asking the customer to summarise what they have been told (to identify what they might not have understood).
- Repeating information to customers in different ways.
- Summarising and simplifying information where possible (but continuing to provide any regulatory or legal detail that is required).
The following could also be considered:
- Offering the involvement of a third party to assist.
- Allowing more time for the customer to communicate.
- Discuss each option available to the customer individually.
- Take the customer through a series of steps to aid their thought process.