BRIEF
Problems with unsatisfactory goods cost consumers an estimated £2 billion a year. To tackle this, the Office of Fair Trading (OFT) identified a need to help retailers improve their knowledge of the Sale of Goods Act (SOGA).
PROBLEM
A wide range of people had to be engaged – everyone from legal and HR directors at national retailers, through to check out workers in superstores and small business owner-managers. Each of these people needed very different types and levels of information about the Sale of Goods Act. A conventional advice booklet – a one size fits all solution – would not have been able to meet everyone’s needs.
SOLUTION
Our solution was an online hub containing a complete suite of information and training materials suited to varying needs – detailed advice for some, simple summaries for others, interactive presentations for trainers, quizzes to test knowledge, real-life scenarios and more.
All the materials were designed to be downloaded and shared, making them as easy to distribute as a conventional leaflet. Business support organisations were able to distribute the items to retailers, and retailers could disseminate the information internally.
Click here to view the SOGA hub website.
RESULTS
Independent evaluation was commissioned, which reported that retailers had observed their staff becoming more confident and empowered in customer dealings and that less queries were being referred upwards from stores.
“There are lots of wins with this – waste less time, more staff confidence, save money.” (National retailer)
“Whoever did this should be proud.” (National retailer)
“It’s become an invaluable reference for us.” (SME)
“In the past we’ve had to pay out on some legal cases, but this will help us be clearer.” (SME)
“It’s a brilliant resource, brilliantly done. It’s filling a gap for businesses.” (Business support organisation)
The success of the SOGA hub has resulted in the format being rolled out to other areas, most recently with the completion of the Distance Selling hub.
