hnc 3o1 - consumer responsibilities
TRANSCRIPT
CONSUMER RESPONSIBILITI
ESWhat you need to know to be an
Informed Consumer!
THIS WEEK TUES: How to be a responsible
consumer!
WED: Paying for Purchases
THURS: Exchanges and Returns
FRI: Consumer Protection
DON’T BE A CARELESS CONSUMER! Being fair, courteous and law-abiding
Helps stores and companies run smoothly.
Benefits the consumer and the producer!
Helps to prevent “hidden costs”.
HIDDEN COSTS
Careless/damaged
• Who cleans and repairs?
• Can item be resold?
theft• Who pays for
stolen items?
Improperreturns
• Who pays extra work hours?
• “Mark downs” in cost!
SHOPPING ETIQUETTE
Dos Don’ts
Return clothes neatly Be politeness Ask for help. Respect sales
associates Lend a hand Use appropriate
language, talking quietly
Be quiet Have realistic
expectations
Don’t try on clothes that won’t fit
Leaving the changeroom a disaster!
Mix match clothing Put away clothes
improperly Misbehaving kids Refold clothing Hiding clothing Price switching/leave tags
on Don’t stalk!
SHOPPING GUIDELINES
Making shopping more enjoyable!
SHOW CONSIDERATION Even when frustrated!
Don’t complain loudly
Waiting in line
Politeness
Put yourself in the customer’s or clerk’s shoes
CUSTOMER SERVICE!
HANDLE MERCHANDISE CAREFULLY Try on what fits
Watch out for make-up stains
Remove Shoes
Leave the tags on
Re-hang clothing
UNDERSTAND STORE POLICY Can you return
items?
What is needed?
How long to return?
Cash or store credit?
Gift receipts.
BE HONEST Shoplifting hurts
everyone!
Can increase “hidden costs” for consumer.
Business costs for merchandiser.
SHOPLIFTING COSTS $$$ http://www.cbc.ca/video/#/Shows/12212
54309/ID=1328491545
CBC Documentary. “The Secret World of Shoplifting” (2009)
CUSTOMER COMPLAINTS? What is the best way to “complain
effectively”?
1. Return to the store2. Write a letter to the store3. Write to manufacturer (customer
relations)4. Contact Better Business Bureau
(mediator)
WRITING A COMPLAINT ...