Dont buy a wallcoating from a door canvasser!
Have you been approached by someone out of the blue offering a wallcoating treatment for your home? While by no means all of these companies are con-men, some are genuine, but we feel you need to be made aware of a few things in order that you choose the right company for you, and are NOT pressured by false deals. Consumers beware! Why not read this handy consumer guide, collated from various sources.
NPA, the consumers champion! Dont be ripped off by cold calling
Beware of junk mail through your door taking the form of a coloured envelope with a very cleverly written letter and reply card, or people knocking at your door claimning to be a "promotions manager" or a "marketing manager". Dont fall for it! They are commission based door canvassers and they want YOUR MONEY!!!! The special offers they promise are usually false, if they say 40% off, they mean they will initially give you an artificially high price, then take 40% off that, usually making it the price that they wanted to sell it to you in the first place!
Doorstep-selling legislation needs to be updated to combat the psychological tactics employed by many salespeople, say two Sussex psychologists in a report for the Office of Fair Trading (OFT), published earlier this year
The study into the practice of selling goods and services on the doorstep and in the home, worth at least £2.4 billion a year, found that a range of sales tactics and influencing techniques can lead consumers to make inappropriate purchases that they later regret.
This highlights a gap in consumer protection. The current legislation gives consumers who are cold-called a seven-day period in which to cancel a contract. This protection does not apply to consumers who asked for the visit, even though research by Dr Helga Dittmar and Emma Halliwell indicates that these consumers are no better prepared to resist these sales tactics.
At least 15,000 complaints a year are made to trading standards departments regarding doorstep sales. Most respondents to the survey said they felt buying in the home was more pressurised than other settings.
Helga and Emma identified six psychological influencing principles:
1. Reciprocity - creating in the consumer a feeling of indebtedness to the salesperson. Free samples, services and discounts can transform a business transaction into a social visit, imitating that of a friend.
2. Consistency and commitment - building up the consumer's commitment to the product so that a decision not to purchase looks inconsistent. Using personal information gleaned from the consumer's home to gain agreement that they are interested in a product 'if the price is right' means that the seller can remind the consumer of this commitment when offering a discount.
3. Scarcity and anticipated regret - generating a sense of urgency and of loss if a purchase is not made. People dislike feeling regret and are motivated to avoid it.
4. Social proof - making the consumer feel they are like everyone else who bought the product. People have a tendency to use the behaviour of others as a guideline for their own.
5. Liking and similarity - gaining information about a consumer's likes and dislikes in order to identify with them, build a rapport and gain their trust. People prefer to say yes to someone they like and liking is increased by perceived similarity.
6. Authority and expert endorsement - working on the principle that people will defer to expert opinion.
As a result of the study, the OFT is recommending that government should extend legislation to give cancellation rights to solicited visits as well as unsolicited. The OFT will also run a consumer education campaign to raise awareness of consumers' rights and alert them to the psychological techniques used and how to combat them.
Info from the University of Sussex newsletter.
Information from the OFT office of fair trading
Doorstep selling - how to handle doorstep sellers
Here are the six most common sales tactics used by doorstep sellers and some advice on how to handle them.
* Sales tactic 1 - You're made to feel 'grateful'
* Sales tactic 2 - You're made to feel as if you have lots in common
* Sales tactic 3 - You're made to feel as if there is a great sense of urgency
* Sales tactic 4 - You're made to feel committed to the product
* Sales tactic 5 - You're made to feel that you will be just as happy as all the other contented consumers
* Sales tactic 6 - You're made to feel as if the product/service is endorsed by an expert
Sales tactic 1 - You're made to feel 'grateful'
How it works
The friendly salesperson turns up on your doorstep with a gift, maybe a plant or chocolates.
How they hope you'll react
It seems rude not to invite the salesperson in - and because you've been given something, you feel you have to give something back.
How to react
* Don't forget this is a business transaction and you don't need to treat the seller like a friend.
* If you don't want them to come in - don't invite them, it is your home not their business premises.
Sales tactic 2 - You're made to feel as if you have lots in common
How it works
The salesperson picks up on things you have in your home - perhaps photos of your family or hobbies and pretends that they are keen on the same things.
How they hope you'll react
This is to gain your trust and build the 'friendship' - you're more likely to buy from a friend than from a salesperson.
How to react
* Don't get drawn into a conversation about your family or interests.
* Don't forget this is a business transaction not a social call.
Sales tactic 3 - You're made to feel as if there is a great sense of urgency
How it works
The salesperson warns you that there are hardly any left - and they've worked hard to get a special discount, just for you. They often pretend to 'check' with their boss, then say that if you don't order now you'll miss out.
How they hope you'll react.
You're being pushed into making up your mind and signing a contract on the spot without any time to reflect. You'll feel grateful for the special treatment.
How to react
* Refuse to be taken in and say that you want time to consider, that you never buy on impulse.
* Remember the price quoted may really be far too high to start with - you won't know if you haven't shopped around beforehand.
Sales tactic 4 - You're made to feel committed to the product
How it works
The salesperson is trained to get you to agree to a series of harmless statements. For example, 'Wouldn't it make life easier if you didn't have to struggle upstairs?' When you keep answering 'yes', you are starting to say 'yes' to the sale without realising it.
How they hope you'll react
You'll feel too embarrassed not to buy when you've implied that you will and don't know how to back-track.
How to react
* Don't worry about thinking you sound foolish - it's a sales technique not a friendly conversation.
* Don't let them ask the questions. You ask them.
* If you don't have control, tell them to leave.
Sales tactic 5 - You're made to feel that you will be just as happy as all the other contented consumers
How it works
The salesperson talks of lots of people like you who have bought the product.
How they hope you'll react
You'll feel reassured that you're getting a good deal.
How to react
* Focus on whether the price and product are right for you.
Sales tactic 6 - You're made to feel as if the product/service is endorsed by an expert
How it works
The salesperson will emphasise that the product or service has been thoroughly tested and is approved by a professional association, charity, celebrity or council.
How they hope you'll react
You're reassured by a credible endorsement.
How to react
* Check out the reference for yourself by phoning up the organisation concerned."
Remember: it's your doorstep, your decision.
Doorstep selling - your legal rights
If you decide to buy
Always get things you've agreed with the salesperson in writing, ideally on the contract.
If you change your mind
If you change your mind about your purchase, the legal protection you have depends on whether the visit was 'solicited' or 'unsolicited'. You solicit a call if you respond to an advert or ask them to visit.
Solicited visits
If the visit was solicited, and you asked the salesperson to come, you do not have the right to cancel the contract. It's very important not to sign anything until you are quite sure the product or service is what you want and is the right price for you.
Unsolicited visits
But if the visit was unsolicited and you were cold-called (someone called in person or they phoned you to make an appointment without you asking them to) you have around seven days to change your mind - the 'cooling-off' period. You could have longer if the salesperson didn't mention your cancellation rights. You can cancel any contract that you've signed for goods and services above the value of £35.
Unless you need the work done urgently, do not agree for goods to be installed during the cooling off period as you may lose your right to cancel the contract. If you do change your mind, act fast. Cancel in writing and get proof of cancellation - so keep a copy of an email or fax receipt or recorded delivery slip.
Doorstep selling - three things to remember
1. Check the seller's identity
Were you expecting them? If not, be very cautious. If you are interested in what they are selling, you can ask them to come back at another time that is more convenient for you - for example, when you have someone else with you.
Always ask for an identity card and look at it carefully. The important thing is to be sure they are who they say they are. Check their identity by ringing their company using a number from the phonebook, not a number they give you.
2. Take control - you ask the questions
If you decide to have a meeting with a doorstep seller, make sure you are in control, not the salesperson. Remember it is a business situation, not a chat with a friend. Be aware of the six sales techniques.
3. Don't sign on the spot - shop around
How do you know if the price is right? Check with other companies offering the same product first. Don't be hurried into a decision even if they offer you a discount. The discount might be on a price that is too high in the first place.
Remember: it's your doorstep, your decision
Doorstep selling - useful organisations
Telephone Preference service
Enables consumers to opt-out of receiving unsolicited sales and marketing calls.
Tel: 020 72913320
www.tpsonline.org.uk
Advice on assistive products
Disabled Living Foundation
Impartial advice and information on large and small equipment.
Tel: 0845 130 9177 (Mon-Fri 10am-1pm)
Textphone: 020 7432 8009
www.dlf.org.uk
Disabled Living Centres
Information and advice on assistive products for disabled or older people.
Tel: 0161 834 1044
Textphone: 0161 839 0885
www.dlcc.org.uk
Consumer rights
Trading standards
Information for consumers. Find your local trading standards service on the website.
www.tradingstandards.gov.uk
Citizens advice bureaux
Confidential and impartial advice on your consumer rights. Details of your nearest bureau can be found on its website.
www.adviceguide.org.uk
Energywatch
Complaints about gas and electricity companies.
Tel: 0845 906 0708
Textphone: 0845 758 1401
www.energywatch.org.uk
General Consumer Council Northern Ireland
www.gccni.org.uk
Welsh Consumer Council
www.wales-consumer.org.uk
General help and advice for older people
Age Concern
For a free information sheet on consumer advice and where to get it, call Age Concern Information Line.
Tel: 0800 009 966 (7am-7pm)
www.ageconcern.org.uk
Help the Aged
Help the Aged is committed to addressing the issues that matter to older people.
Tel: 020 7278 1114
www.helptheaged.org.uk
Telephone Us Free On 0800 970 4928.
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