Wheelchair Accessible Vehicle (WAV) specialists don’t really consider themselves to be salespeople.....they're well-trained, experienced and caring advisors whose key role in the business is to provide the support and specialist advice that wheelchair users and carers need to select the WAV that’s right for them. To find out more about the role of a WAV specialist, we spoke with WavMob’s Rob Keen, who tells us about the daily activities and responsibilities of the WAV specialists at one of the UK's largest WAV retailers. Rob has gathered insights directly from WavMob's team, revealing the meaningful connections and life-changing decisions that unfold behind the scenes.
Rob shared many stories and insights with us from WavMob’s WAV specialists, a tightknit team who over the years have had the privilege of meeting a very diverse range of individuals. Every customer they encounter has unique reasons for seeking an adapted vehicle, making the job both ‘rewarding and humbling’. Each specialist takes pride in having the knowledge and expertise to address each customer's needs, assisting them in their pursuit of a better quality of life and greater mobility.
According to WavMob’s specialists, the process begins with identifying the specific needs of customers. This includes:
If a suitable vehicle isn't in stock, specialists can source one, and the customer can test drive it, a crucial step in the process to ensure the vehicle aligns with expectations. The specialists highlighted the importance of assisting customers in finding the right purchasing option, from outright purchase to various financing options, and considering other factors like part-exchanging their current vehicle.
One specialist shared a poignant experience involving a couple in urgent need of a WAV. The wife, having suffered a stroke, was unable to speak and had limited mobility. Relying on taxi WAVs for outings had become burdensome and expensive. After assessing their needs, a suitable vehicle was found in stock, and during the test drive, the couple expressed their excitement at the newfound possibilities. The husband envisioned taking his wife to medical appointments, enjoying the beach with their grandchildren, and reliving cherished outings. This one example highlights how being a WAV specialist involves much more than just selling a vehicle; it's about providing a better quality of life.
Addressing common questions and concerns is a crucial part of the role. Customers often enquire about the fitted adaptations, from ramps or lifts to winches and secure wheelchair restraint systems. WAV specialists aim to provide clear and concise answers to alleviate any concerns, and demonstrate how to use all the key features, ensuring that their customers can make an informed decision.
The WavMob specialists all believe that it is important that customers devote plenty of time, thought and careful consideration when selecting a WAV. While advisors should be asking the majority of questions to understand specific requirements, customers should not hesitate to ask questions themselves. The decision goes beyond just a vehicle; it's about improving quality of life.
According to the team at WavMob, the most rewarding aspects of their role are the time spent with customers and the building of long-term relationships. Specialising in rear passenger and up-front passenger WAVs, they have the privilege of helping customers find their perfect vehicle. The satisfaction comes from assisting customers on their journey for accessibility and independence, knowing that families return to WavMob time and time again. Being part of the WavMob family brings a real sense of pride and fulfilment, knowing they’re playing a crucial role in enhancing the lives of those they serve.
A big thank you to Rob Keen for sharing his valuable insights into the world of WavMob’s WAV specialists. We would also like to extend our gratitude to all the WAV specialists at WavMob, whose expertise and compassion make a significant impact on the lives of their customers.
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