As the majority of UK consumers are finishing their Christmas shopping, increased spending figures, new gadgets and a ticking clock are affecting shoppers’ decision making.
Ofcom recently reported that people in the UK spend more money shopping online than in any other country in the world, with the average Briton spending £1083 in 2011. This figure is up 14% from the previous year and is about £240 more than that for the occupier of the second spot on the list, Australia.
Selling at a Distance
In the same report, it stated that the UK had 23.1% of smartphone users visiting retailers’ websites on the mobile web. When you’re selling at a distance, make sure your staff are informed and aware of consumer rights and increase their confidence when dealing with customers over the phone or online.
OFT has created a new staff training programme focussed on selling at a distance. The training is split in two:
Session one gives a broad overview of the regulations relating to buying and selling goods and services via the internet, video and picture messaging, telephone, mail order, email, interactive TV, text and various other media.
Session two focuses directly on Distance Selling Regulations (DSRs) and Customer Rights.
The aim of both sessions is to help your staff feel confident about the law when dealing with customers who are buying goods at a distance. Both of the training sessions can be used for either team-learning or self-learning.
Start your training now with In Session by clicking here. There are also downloadable versions available on the website that you can print and distribute to your staff.
Price Comparison Websites
When consumers shop around for their Chritmas gifts and other products and services they often use Price Comparison Websites.
The OFT recently wrote to 100 leading price comparison websites asking them to ensure they are providing clear information to consumers, after a review published by the OFT suggested that some sites could do more to improve trust amongst the public.
If you operate a price comparison function then check your practices against the following standards:
• Ensure that you have a privacy policy
• Be clear about the way search results are presented (by price, by popularity, by relevance, ‘best deal’, etc)
• Be clear about the nature of the search
• Ensure that there is a clear complaint and redress process
You can find a full copy of the letter that was sent to price comparison website operators as well as other useful information here.
How the OFT can help further
Familiarising yourself, your staff and your customers with the relevant consumer laws will help ensure you are on the right side of the law and treating customers fairly. Start 2013 off with a bang and visit the OFT’s Distance Selling hub to find materials and resources which will help you and your staff understand everything you need to know to in order to comply with the law oft.gov.uk/distanceselling
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