Buying and selling: Setting the context Activity 1 Bingo



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Consumer Education

To buy or not to buy? Listening and Role Plays

Activity to develop knowledge and language around negotiating buying a car, by listening and practicing role play. Includes transcripts of listening activities, dialogue cards and essential information.

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Buying and running a car: To buy or not to buy? Listening and role plays.

This document provides activities to use with learners/ participants/ service users; the material has been written to include education focuses on literacy, numeracy, functional skills and English for speakers of other languages within a formal education setting. However if you wish to use the activities within an informal group or as part of an awareness raising campaign you will only need p10 onwards

Learning resources are not designed for tutors/ educators to advise their participants on specific cases; where necessary participants should be directed to the appropriate advice agency.

|Unit/Activity name |Unit/ Activity focus |Consumer education objectives |Literacy, language and numeracy |Literacy curriculum |ESOL curriculum refs|Numeracy curriculum |Functional skills |

| | | |objectives |refs | |refs |standards |

|Unit 1 |Build up and practise a range of |Develop the skills, knowledge and |Read, identify and sequence main |Rt/L1.3 |Rt/L1.3a | |Reading L1 |

|Activity 8 |dialogues about buying a car |confidence required to negotiate the |points | | | | |

|Role plays | |purchase of a car | | | | | |

| | | |Make relevant contributions and |SLlr/L1.4 |Lr/L1.2b | |Sp & List L1 |

| | | |provide information |SLlr/L1.5 |Sd/L1.2a | | |

|Unit 1 |

|Essential information |

|Before you buy a car |

|Before the session: |

|Buying and running a car: Unit 1 Activity 7a To buy or not to buy? Listening file 1 |

|Buying and running a car: Unit 1 Activity 7a To buy or not to buy? Listening file 2 |

|Buying and running a car: Unit 1 Activity 7b To buy or not to buy? Listening checklist: one for each learner |

|Buying and running a car: Unit 1 Activity 7c To buy or not to buy? Listening transcripts: one for each learner (optional) |

|LITERACY AND LANGUAGE FOCUS |

SUGGESTED PROCEDURE

• Set the context by telling learners they are going to look at important questions and effective strategies to use when talking to a private seller over the phone about buying a car.

• Divide learners into pairs or small groups. Ask them to brainstorm what they think the caller might ask about the car.

• Learners share ideas with the whole group.

• Hand out Buying and running a car: Unit 1 Activity 7b To buy or not to buy? Listening checklist one for each learner. Ask learners to check which questions they had correctly predicted.

• Explain that learners are now going to listen to two different telephone conversations between a seller and a possible buyer. For each conversation, learners have to complete the relevant column. Go through the questions and check that everyone understands the questions and what they need to do.

• Play each conversation in Buying and running a car: Unit 1 Activity 7b To buy or not to buy? Listening file 1 and Unit 1 Activity 7b To buy or not to buy? Listening file 2. After each conversation give learners time to consult with each other and complete the table.

• Play the conversations again if necessary.

• Check answers with the whole group.

• Set further questions for the learners to discuss in their pairs/ small groups:

About the caller:

1. What did each caller say or ask that was effective?

2. How could either of the calls have been improved?

3. Did either of the callers agree to anything that was potentially dangerous?

About the seller:

4. What did the private seller do or say to try and persuade the caller to buy the car?

• Learners share their ideas with the whole group. Possible answers include:

•

|Question |Example answers – |Example answers – |

| |Caller 1 |Caller 2 |

|What did each caller do, say or ask that was effective? |Asked a lot of questions on the car: | |

| |whether if had been involved in any accidents | |

| |whether there was anything wrong with the car that the seller was aware of | |

| |why she was selling the car | |

| |condition | |

| |mileage | |

| |MOT | |

| |full service history | |

| |Brings someone with him to test drive the car. | |

| |Said they would get a vehicle history check done. | |

|How could either of the calls have been improved? | |Use a checklist of questions |

| | |Ask to see relevant documents like the MOT certificate and the logbook |

| | |Be less impulsive |

|Did the caller agree to anything that was potentially |No |Yes: |

|dangerous? | |He didn’t refer to being accompanied by anyone |

| | |He agreed to view the car away from the seller’s home |

| | |He agreed to view the car at night/ in the dark |

| | |He agreed to take cash |

|What did the private seller do or say to try and persuade the |Said there had been a lot of interest in it. |Said there had been a lot of interest in it |

|caller to view and buy the car? | |Arranged a viewing in the dark |

| | |Arranged a viewing not at their home |

| | |Asked the caller to bring cash with them |

| | |Appealed to caller’s sense of urgency – i.e. you can drive it home today |

|OPTIONAL LANGUAGE FOCUS |

|Use Buying and running a car: Unit 1 Activity 7c To buy or not to buy? Listening transcripts with learners. You can ask them to: |

|highlight and practise key structures for asking questions and getting information |

|work in pairs and each learner reads a part aloud focusing on correct pronunciation and intonation |

|do a controlled practice role play with one person reading their role aloud from the transcript and the other learner trying to replicate the other part of the dialogue as closely as possible. |

Buying and running a car: Unit 1 Activity 8 Role plays

|RESOURCES AND PREPARATION |

|Before the session: |

|There are two sets of role plays designed to develop the skills, knowledge and confidence required to negotiate the purchase of a car. |

|Buying and running a car: Unit 1 Activity 8a Role plays 1-3 are telephone calls re a private sale |

|Buying and running a car: Unit 1 Activity 8b Role plays 4-6 are face to face at a dealer’s |

|The role plays can be used in a wide range of ways e.g. use one set in one lesson and the other in a subsequent lesson. Or divide learners into two groups (A and B) and within each group divide learners into pairs. Group |

|A will work with one set of role plays and group B with the other. |

|To make them as user friendly as possible each role play has a number in a margin on the side to indicate which scenario is being used. |

|Each role play is also individually colour coded as follows: |

|Role play 1: Orange and green (pages 1-6) |

|Role play 2: Yellow and light blue (pages 7-8) |

|Role play 3: Pink and mauve (pages 9 -12) |

|Role play 4: Green and blue (pages 1-4) |

|Role play 5: Orange and lilac (pages 5-8) |

|Role play 6: Yellow and green (pages 9 -12) |

|Before you print the cards, highlight key words (according to level) which learners need to substitute when they do their role plays. |

|LITERACY AND LANGUAGE FOCUS |

SUGGESTED PROCEDURE

• Divide learners into pairs and give each pair a different role play dialogue to read and sort.

• Learners can self check using numbers on reverse.

• At this point elicit from learners which role plays show effective consumer skills. Also highlight the implications of the negative scenarios and the dangers and risks of these for consumers.

• In their pairs, learners now practise the different role plays. This can be done in different ways according to the level of the learners:

– Turn over one role (buyer or seller only) and one person reads the dialogue while the other uses prompts.

– Turn over alternate parts – repeat as above.

– Turn over all cards so that only prompts show and practise conversation.

– Learners then change tables and repeat the process with another dialogue.

• When all/ most dialogues have been practised by everyone, have a whole group discussion focusing on:

– being prepared – e.g. doing research, having a checklist of questions etc.

– the different possible outcomes resulting from different approaches

– key things to remember.

|OPTIONAL LANGUAGE FOCUS |

|Highlight and practise key phrases and structures for getting specific information, being assertive, saying no etc. e.g. |

|Can I just check ………., please? |

|Have you got ………? |

|When did it last ……..? |

|I’m not interested, thank you. |

|I’m not interested unless ……….. |

• Set up role plays without prompts to reinforce learning above.

|Recap on main learning points from unit. |

Unit 1 Activity 7a To buy or not to buy? Listening file 1

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Click on the icon to listen

Unit 1 Activity 7a To buy or not to buy? Listening file 2

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Click on the icon to listen

Listen and fill in your answers for each telephone conversation:

[pic]= yes [pic] = no

|Which of these did each caller do? |Caller 1 |Caller 2 |

|Ask if the car was still for sale | | |

|Ask about the car’s condition | | |

|Ask how many miles were on the clock | | |

|Ask when it was last MOTed | | |

|Ask whether the buyer had the car’s full service history | | |

|Ask how long the seller had owned | | |

|the car | | |

|Ask why the car was being sold | | |

|Ask whether the car had been in any accidents | | |

|Ask whether there was anything wrong with the car | | |

|Ask for a viewing and test drive | | |

|Agree to check with their insurance company that they were covered to test drive the car | | |

|Arrange to view the car at the seller’s home address | | |

Phone conversation 1 transcript

Seller: Hello?

Buyer: Hello. Er, I’ve seen your advert for the car and I’d like to find out a bit more about it, please. Is it still for sale?

Seller: Er yes, yes it is. Though there’s been a quite lot of interest in it.

Buyer: I see. Er, what sort of condition is it in and how many miles has it got on the clock?

Seller: Well it’s in very good condition and it’s done about 85,000 miles.

Buyer: OK. Er, I’d like to check a few more things, please. When was it last MOTed and have you got a full service history?

Seller: Yeah, it had its last MOT two months ago and I can show you the MOT certificate and all the paperwork for its service history.

Buyer: Great, thanks. Er, I’d like to see all of the paperwork, if that's alright. Er, how long have you had the car and why are you selling it?

Seller: Well, I’ve had it for about three years and well, basically, I just need something a bit bigger now that I’ve got a couple of kids.

Buyer: Yeah, well, kids need a lot of space! Er, has it been in any accidents?

Seller: No, none since I’ve had it, but I think the previous owner was involved in an accident.

Buyer: Ok, well I’ll need to get a vehicle history check done to find out about that. What about now – is there anything wrong that you know of?

Seller: Well, you know, it’s not a brand new car and er, with a couple of kids there’s a, a few small marks on the back seats and the doors. But mechanically, I haven’t had any trouble with it at all.

Buyer: Great. Well could I arrange a viewing and a test drive, please?

Seller: Yeah, of course. Erm, ooh can I just check that you are insured to drive another car with the owner’s permission’?

Buyer: I’m pretty sure that I am. I’ll… I’ll double check with my insurance company. And I’ll be bringing someone with me, if that’s alright? So how about tomorrow morning?

Seller: Yeah, yeah, no, that… that would be fine. How about 11:00?

Buyer: That's great, erm, and what’s your name and address please?

Seller: Yep, my name’s Kasia Smith, and my address is 111 High Street, West Townsville. You’ll see the car parked outside.

Buyer: Great thank you, and er, my name’s Mark and I’ll give you my mobile phone number just in case you need to contact me. It’s 07895 555 5552.

Seller: OK, thanks. Alright, well I’ll look forward to seeing you tomorrow at 11:00 then.

Buyer: Great, many thanks. B’bye.

Seller: Bye.

Phone conversation 2 transcript

Seller: Hello?

Buyer: Hello mate. I saw the advert for the car. Is it still for sale?

Seller: Yes it is. Though there has been a lot of interest in it.

Buyer: OK. Sounds like I need to move fast then. How many miles has it got on the clock?

Seller: It’s done about 85,000 miles.

Buyer: OK, that’s not bad. And I assume all the usual stuff is in order like the erm, the MOT, servicing, that kind of thing?

Seller: It had its last MOT two months ago. I’ve got the certificate.

Buyer: Oh great. Could I arrange a viewing and a test drive, please, if that’s OK? The sooner the better…how about later today?

Seller: Yes, sure, tonight’s fine. It’s probably easier to meet somewhere central. How about the leisure centre on the main road? I could park right by the entrance.

Buyer: Oh great. That’s easy for me to get to.

Seller: I’ve actually got to work late tonight, would an 8.30 test drive be OK for you?

Buyer: Yes, 8.30’s fine.

Seller: OK. 8.30 it is then. Give my mobile a ring when you get there. And by the way, can you bring the cash with you? So if you like it, we can sort out the paperwork there and then and you can drive it away tonight.

Buyer: Yeah, that would be great. I’ll go to the bank this afternoon.

|1 |Hello. |

|1 |Hello. I’ve seen your advert for the car and I’d like to find out a bit more about it, please.  Is it still for sale? |

|1 |Yes, it is. Though there’s been quite a lot of interest in it. |

|1 |I see. What sort of condition is it in and how many miles has it got on the clock? |

|1 |It’s in very good condition and it’s done about 85,000 miles. |

|1 |OK. I’d like to check a few more things, please. When was it last MOTed and have you got a full service history? |

|1 |It had its last MOT two months ago. I can show you the MOT certificate and all the paperwork for its service history. |

|1 |Thanks, I’d like to see all of the paperwork. How long have you had the car and why are you selling it? |

|1 |1. Greet |

|1 |2. Greet |

| |Enquire if car is still for sale |

|1 |3. Confirm |

| |Explain you’ve had several enquiries |

|1 |4. Ask about condition and mileage |

|1 |5. Give information about condition and mileage |

|1 |6. Ask about MOT and service history |

|1 |7. Give information about MOT and service history |

|1 |8.    Say that you’d like to see the paperwork. Ask how long seller has owned car and why they are selling it |

|1 |Well, I’ve had it for about three years and I just need something a bit bigger now that I’ve got a couple of kids. |

|1 |Yes, kids need a lot of space! Has it been in any accidents? |

|1 |None since I’ve had it, but I think the previous owner was involved in an accident. |

|1 |Oh, I’ll need to get a vehicle history check done to find out about that. What about now – is there anything wrong that you know of? |

|1 |Well, it’s not a brand new car and with a couple of kids there are a few small marks on the back seats and doors. Mechanically, I |

| |haven’t had any trouble with it at all. |

|1 |Great.  Could I arrange a viewing and a test drive, please? |

|1 |Yes, of course. Can I just check that you are insured to 'drive another car with the owner's permission'? |

|1 |9. Explain how long you’ve owned it and why you’re selling it |

|1 |10. Ask if the car has been in any accidents |

|1 |11. Give information about any accidents |

|1 |12. Say that you’ll check any accidents with a vehicle history check. Ask if seller knows of anything wrong with the car now |

|1 |13. Explain if anything is wrong with it |

|1 |14.  Ask to arrange a viewing and a test drive |

|1 |15. Ask about insurance cover for test drive |

|1 |I’m pretty sure that I am. I’ll double check with my insurance company.  I’ll be bringing someone with me so how about tomorrow morning?|

|1 |Yes, that would be fine. How about 11.00?  |

|1 |Great.  What’s your name and address please? |

|1 |My name’s ……………………….. My address is ………………… .  You’ll see the car parked outside. |

|1 |Thank you. My name’s ………… and I’ll give you my mobile number just in case you need to contact me. It’s …………………… |

|1 |OK, thanks. See you tomorrow at 11.00 then. |

|1 |OK. Many thanks. Bye. |

|1 |Bye. |

|1 |16. Explain about insurance cover |

| |  Explain that you’ll be bringing someone with you and suggest day for test drive |

|1 |17. Agree to day and suggest time  |

|1 |18. Agree. Ask for seller’s name and address |

|1 |19. Give name and address. Explain where car is parked |

|1 |20. Give name and mobile number |

|1 |21. Thank. Confirm time and day for meeting |

|1 |22. Thank. Finish call |

|1 |23. Finish call |

|2 |Hello. I’ve seen your advert for the ……….. and I’d like to find out a bit more about it, please. Is it still for sale? |

|2 |Yes, it is. Though there’s been a lot of interest in it. |

|2 |Could I just check that what sort of condition it’s in and how many miles it’s got on the clock? |

|2 |It’s in good condition and it’s done about 85,000 miles. |

|2 |Great. Could I just check a few more things, please? When was it last MOTed and have you got a full service history? |

|2 |Actually, the MOT ran out a couple of weeks ago. I’m selling it for my son who’s working abroad at the moment. I’d need to check with |

| |him about its service history. |

|2 |OK. Sorry, I’m not prepared to view a car without an MOT or service history. Thanks anyway. |

|2 |But I’m sure you’d like it if you saw it. It’s a real bargain. |

|2 |Thanks but I’m definitely not interested. ‘Bye. |

|2 |1. Greet |

| |Enquire if car is still for sale |

|2 |2. Confirm |

| |Explain you’ve had several enquiries |

|2 |3. Ask about condition and mileage |

|2 |4. Give information about condition and mileage |

|2 |5. Ask about MOT and service history |

|2 |6. Give information about MOT and service history |

|2 |7. Explain why you are not interested |

|2 |8. Try to persuade person to see the car anyway |

|2 |9. Make it very clear that you are not interested |

| |Finish call |

|3 |Hello. I’ve seen your advert for the ……….. and I’d like to find out a bit more about it, please. First of all, is it still for sale? |

| |And are you a trader? |

|3 |Well, I’m not a trader and yes, it is still for sale. Though there’s been a lot of interest in it. |

|3 |Could I just check that what sort of condition it’s in and how many miles it’s got on the clock? |

|3 |It’s in very good condition and it’s done about 125,000 miles. |

|3 |Great. Could I just check a few more things, please? When was it last MOTed and have you got a full service history? |

|3 |It had its last MOT a few months ago. I think I’ve got all the paperwork for its service history. |

|3 |OK. I’d like to arrange a viewing and a test drive, please but I see it’s a mobile number. Where are you based? |

|3 |A viewing and test drive is fine. Why don’t we meet? I’ll come to you. |

|3 |1. Greet |

| |Enquire if car is still for sale and if the seller is a trader |

|3 |2. Confirm car is for sale and that you are not a trader |

| |Explain you’ve had several enquiries |

|3 |3. Ask about condition and mileage |

|3 |4. Give information about condition and mileage |

|3 |5. Ask about MOT and service history |

|3 |6. Give information about MOT and service history |

|3 |7. Check seller location |

| |Ask to arrange a viewing and a test drive |

|3 |8. Agree |

| |Don’t give your location – offer to go to seller |

|3 |How about tomorrow morning? I’m planning to bring someone with me and he’ll be able to make it then, too. |

|3 |That’s fine for me. I could meet you about 8.30 in the ………….. pub car park by ……. station. |

|3 |Actually I’d only consider a viewing at the address where the car is registered. Is that possible? |

|3 |I’m afraid it isn’t. |

|3 |OK. I’m not interested then, thanks. Bye. |

|3 |9. Suggest a daytime meeting and time for a test drive. Say you will bring someone with you |

|3 |10. Agree to the meeting time |

| |Suggest a public place to meet |

|3 |11. Ask for a daytime viewing at address where car is registered |

|3 |12. Explain that’s not possible |

|3 |13. Explain that you’re not interested |

| |Finish call |

|4 |Hello. I’m looking for a second-hand (make) (model)… in very good condition. I saw that you have some for sale. Could you show me what you|

| |have, please? |

|4 |Yes, in fact we’ve got three (model)s on the forecourt just now. Let me show you. This blue one’s an excellent buy - just one owner, 5 |

| |years old and only 35,000 on the clock. |

|4 |Well, I’m hoping to find one that’s under 3 years old and hopefully with low mileage. I’ve been checking the price guides and I’m willing |

| |to spend up to £6,000. |

|4 |How about this one, then? It’s in extremely good condition. Although it’s just over 3 years old, it’s only done 15,000 miles. The owner |

| |bought it new from us and hardly used it. |

|4 |That’s low mileage for its age. Could I just check a few things, please? When was it last MOTed and have you got a full service history? |

|4 |We MOTed it ourselves last week. I can show you the MOT certificate….and we’ve got all the paperwork for its service history. Would you |

| |like to see the other car too? |

|4 |Yes, please. Is it the red one over there? |

|4 |Yes, it is. Now, this is a fabulous car with a very competitive price. Let’s have a look at it. |

|4 |Greet. Say what make and model of car you’re interested in and that you understand they have some for sale. Ask to see them |

|4 |Confirm and explain you have three of that make and model. Show one of the cars and give information about it: previous owner, age and |

| |mileage |

|4 |Explain what you’re looking for in more detail e.g. age and mileage. Explain that you have been checking price guides and state your |

| |budget |

|4 |Show a second car. Give information about its condition, age, mileage and previous owner |

|4 |Comment on the low mileage for its age. Ask about its MOT and service history |

|4 |Give information about MOT and service history and offer to show customer the paperwork. Invite customer to see third car |

|4 |Ask whether it is the red car |

|4 |Confirm. Explain how good the car is. Take customer over to car |

|4 |Thank you. I see this car is more expensive. Why is that? |

|4 |This one has low CO2 emissions and more extras such as air conditioning and sat nav. Would you like to sit inside it? |

|4 |Yes, please….. It’s really comfortable and I see it’s done about 22,000 miles. What about the MOT and service history for this one? |

|4 |It’s only 2 years old so hasn’t needed an MOT yet. It’s got a full service history and we can show you the vehicle history documents and |

| |the mechanical inspection checklist, too. |

|4 |Yes, I’d like to see all the documents, please. |

|4 |Here they are. You’ll see that this car has been very well looked after. Would you like to take it for a test drive? |

|4 |Yes, definitely. Would it be possible to try it out now? |

|4 |Yes, of course. I’ll just need to see your driving licence, please. |

|4 |Comment on price and ask why this one is more expensive |

|4 |Confirm and list some more reasons for price: CO2 emissions, extras such as air conditioning and sat nav. Invite customer to sit inside it|

|4 |Accept invitation to sit inside. Comment on mileage. Ask about MOT and service history |

|4 |Explain why it does not have an MOT certificate. |

| |Offer the paperwork for the service history, vehicle history check and mechanical inspection checklist |

|4 |Say you’d like to see the documents |

|4 |Hand customer the documents. Comment on how well the car has been looked after. Ask if customer would like a test drive |

|4 |Confirm. Ask if it is possible to test drive the car today |

|4 |Confirm. Explain that you need to see customer’s driving licence |

|5 |Hello. I’m interested in buying a second-hand (make) (model), about 6 years old, with 5 doors. I was told that you have one for sale |

| |here. Could I see it, please? |

|5 |Yes, in fact it’s just here. It’s a lovely little runner. As you can see it’s in very good condition. It’s only had one previous owner |

| |and you can see it’s been well looked after. |

|5 |Hmmm. Could you tell me what the mileage is, please? |

|5 |Well it’s got about 100,000 miles on the clock – but nevertheless it’s in good condition for its age and mileage. |

|5 |Hmmm. I can see from this buyer’s guide that that mileage is actually high for a car of this age. What about its MOT and service history? |

|5 |We MOTed it ourselves last week. We’ve got all the paperwork for its service history, too. Have a look inside - you’ll see it’s got a |

| |lovely interior. |

|5 |Oh! It’s an automatic. I’m looking for a manual actually. |

|5 |Well, I’ve got a couple of manual cars you might be interested in. They’re different models but they’ve got 5 doors and both are popular |

| |cars. |

|5 |Greet. Say what make, model, age of car and features you’re interested in. Say that you understand they have one for sale |

|5 |Confirm. Show the car and give some information about it such as condition and previous owner |

|5 |Ask about the mileage |

|5 |Give the mileage and comment again on condition |

|5 |Comment on buyer’s guide showing this is high mileage. Ask about MOT and service history |

|5 |Give information about MOT and service history. Invite customer to look inside |

|5 |Comment on something you notice inside i.e. that it’s automatic. Say again what you are looking for |

|5 |Suggest customer looks at alternative cars which meet more of their requirements. Praise the alternatives |

|5 |No, I’m not interested thanks. I definitely want a manual (make) (model). |

|5 |OK, no problem. What’s your budget? I’m sure there are a few cars that I can show you. |

|5 |No thanks. I’m not going to spend more than £4500. I know what I want and you don’t seem to have it here. I’ve arranged to look at a few |

| |at some other dealers, too. |

|5 |Well, if you don’t find what you’re looking for, I’ll be happy to help. |

|5 |Thanks for your time. Bye. |

|5 |Say that you aren’t interested and that you definitely want a (make), (model) with certain features |

|5 |Ask if the customer would like to look at any different models |

|5 |Decline. Explain that you are going to look at some cars at other dealers |

|5 |Suggest customer returns if they don’t find what they are looking for |

|5 |Thank and leave |

|6 |Hello. I’m here to see the (make) (model) I phoned you about earlier. It’s the one you advertised in the (local paper). |

|6 |Ah yes, the (model) I’m very sorry but since you phoned, someone’s actually bought that one. We have got several other (model)s on the |

| |forecourt. Can I show them to you? |

|6 |Well… I definitely want a (model) as they are reliable cars. I’d like one that’s under five years old with a full service history. My |

| |budget is (£). Can you tell me their price? |

|6 |Well, this first one’s an excellent buy – just one owner and only 4 years old. If you’d like to come out to the forecourt, I can show it |

| |to you. |

|6 |Hmmmm. But what about the price, though? |

|6 |Well, it’s a little more than the one you saw advertised. But it’s in excellent condition with air conditioning, electric windows, a sun |

| |roof and a full service history. There it is. |

|6 |What? Is it the (model) over there? |

|6 |Yes, that’s the one. As you can see, it’s in great condition, isn’t it? |

|6 |Greet. Say you’ve come to view the car you phoned about |

| |earlier. You saw it advertised in the local paper |

|6 |Apologise and explain that one has been sold. Offer to show customer some other cars that are same model and are on the forecourt |

|6 |Emphasise that you definitely want that model and say why. State the features you are looking for and your budget. Ask the price |

|6 |Ignore question about price and give other information about first car you want to show customer e.g. previous owners, age. Invite |

| |customer on to forecourt. |

|6 |Ask firmly about the price |

|6 |Explain this car costs more because of its condition and state some of its features. Point out car on forecourt |

|6 |(You can now see the price from where you are standing). Check which car the salesperson is pointing out |

|6 |Confirm. Comment on its condition |

|6 |Well, that’s definitely out of my price range. I’m not interested, thanks. |

|6 |But you’ve got a car to part exchange – you won’t pay that price! Look, I’ve got two other (model)s to show you. Let’s take a look at |

| |them. |

|6 |OK, I’ll have a look. But I won’t be making a decision today as I’ll need to do more research. I’d also like to know how much you’d value|

| |my car for as part exchange. |

|6 |Of course, I’ll get someone to look it over now. Let’s go and look at these other models. |

|6 |Clearly state that car is out of your price range and that you are not interested. |

|6 |Suggest that if the customer does a part exchange with their current car it will cost less. Suggest they look at other similar cars you |

| |have. |

|6 |Agree to look but state clearly that you won’t be making a decision today and that you intend to do more research. Ask for a valuation of |

| |your car for part exchange. |

|6 |Confirm. Say that you will ask someone to look at the car. Suggest looking at the other models. |

Essential information

before you buy a car

Before you buy

Always read the small print in a contract before you sign it. If you don’t understand something ask a friend to help or get advice from The Citizens Advice consumer service.

Finding out about the history of a vehicle you want to buy

• Checking a car’s identity and history is as important as checking its physical condition. History checks can tell you:

– whether the car or its paperwork has been stolen

– if it has previously been written off by insurers

– if it has been clocked or its number plates have been changed.

• The DVLA offers a free service which checks certain information that DVLA holds on its database about a vehicle including:

– year of manufacture

– date of first registration

– engine capacity

– colour

– expiry date of the current tax disc/SORN declaration

– vehicle excise duty rate.

Always ask for important details about the price, warranty, characteristics of the vehicle and the vehicle history to be put in writing rather than relying on verbal claims or promises made by the seller.

|For advice and information |

|The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. Visit .uk or |

|call the Citizens Advice consumer helpline on 03454 04 05 06 Welsh language: 03454 04 05 05. |

|For a vehicle history check you can: |

|Type ‘vehicle history check’ into a search engine |

|Look up ‘vehicle history check’ in your local business telephone directory |

Essential information

for buying a car

Buying a car

… from a dealer

If you buy a car from a dealer, the Sale of Goods Act says a car must be:

• Of satisfactory quality - it must meet the standard a reasonable person would accept, bearing in mind the way it was described, how much it cost, the age and the mileage on the vehicle. The car must be free from defects, except when they were pointed out to you by the seller.

• As described - if the advert states “air conditioning and CD player” then the car should come with these features and they should be working.

• Reasonably fit for any normal purpose - it should get you from A to B.

• Reasonably fit for any other purpose you specify to the seller – for example, towing a caravan.

Remember, even if your car is no longer under warranty or the car part that goes wrong is not covered by warranty, you still have a right to redress against the dealer if the car that you purchased from them is not of satisfactory quality. For advice on warranties, contact The Citizens Advice consumer service at .uk or call the help line on 03454 04 05 06 Welsh language: 03454 04 05 05

… privately (from another individual)

You do not have as many legal rights if you buy a car privately. The car must be as described, and the seller must have the right to sell it, but the other rules don’t apply. If a private seller lies about a car’s condition, or it wasn’t his/ hers to sell, you can take action against the seller.

If the seller is really a dealer, then they are committing a criminal offence and your full legal rights apply. However, if a dealer is posing as a private seller it may be difficult to find them after the car has been sold. See: .uk/england/consumer_e/consumer_cars_and_other_vehicles_e/cars_buying_a_car_e.htm

Some dealers pretend to be private sellers to avoid their legal obligations and to get rid of faulty or over-priced cars. They advertise in local newspapers and shop windows. Warning signs to look out for include:

• Adverts which give a mobile phone number or specify a time to call (it may be a public phone box, not the seller's home).

• The same phone number appears in several adverts

• When you phone about the car, the seller asks, “Which one?”

• The seller wants to bring the car to you or meet you somewhere, rather than you going to the seller's home

• At the seller’s home there seems to be a lot of cars for sale on the street.

… from the internet

• If you buy a used car from a business over the internet, your rights are the same as buying a car in person from a business. You may have extra rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations which cover online purchases.

• If you buy a used car from someone privately over the internet, your rights are the same as buying a used car from an individual in person.

It is very important to go and see a car in person and in daylight before paying a deposit or buying it.

…from a live auction

If you buy a second hand car from an auction, your usual legal rights may not apply if the terms and conditions include a disclaimer such as “sold as seen” and this is reasonable. Read the auctioneer's conditions of business carefully to check whether this is the case. The remedies available are also more limited.

After you buy…

Remember that it is a criminal offence not to display a valid tax disc on the car when on a public road. This includes driving home from the dealership or seller.

Useful websites and sources of advice:

|For advice and information |

|The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. Visit .uk or |

|call the Citizens Advice consumer helpline on 03454 04 05 06 Welsh language: 03454 04 05 05 |

| |

|The Money Advice Service provides guidance on buying a car and loan calculator to help you work out monthly repayments for various loan |

|amounts: |

|.uk |

| |

|Which? provides advice on different finance options and getting the best deal. |

|which.co.uk/cars/choosing-a-car/buying-a-car/car-finance |

| |

|To research whether a new or used car is most suitable for you, type ‘new or used car’ into a search engine or buy a car magazine. |

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[pic]Buying and running a car

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