FSA Automotive completed a survey on behalf of a major dealer group, in which 200 customers were contacted after delivery of their new vehicle.
The customers were telephoned and asked specifically about the FSA procedure during their purchase experience and whether they found it beneficial.
A staggering 72% of the customers had no recollection of the FSA being mentioned during their purchase.
“More surprising was only customers who had signed demands and needs statements were contacted," said Tony Hodder from FSA Automotive.
"While I am sure the dealers in question thought they could prove compliance, but this practice is not treating customers fairly which is one the FSA's biggest priorities for motor retailers.
Hodder said the results show that in the majority of cases ‘sales people are just going through the motions to appease manager who in light of recent actions from the FSA are applying pressure for signed statements in deal files’.
“Many dealers are missing an opportunity to recommend further products to the customer in line with their genuine needs that they may purchase, we all know additional products could add £600 to each deal, during March especially, that could have a huge impact on any businesses bottom line" Hodder added.
Hodder highlighted one customers case who did recall being asked to sign a sheet when collecting her new car and when she questioned what she was being asked to sign was told by her sales executive: “We have to do this for the FSA but as you are paying cash it doesn't really concern you."
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