Consumer Studies

Question 0

Goods

Answer 0

Items that are bought by consumer e.g food, clothes, phones

Question 1

Consumer

Answer 1

Anyone who buys goods or uses services

Question 2

Services

Answer 2

An action of helping or doing work for someone e.g telephone, internet

Question 3

State services

Answer 3

Services that are paid by taxation

Question 4

Needs

Answer 4

What we must have to survive e.g food clothing shelter

Question 5

Consumer rights

Answer 5

It is something to which you are entitled to

E.g right to redress, safety, choose, accurate information, quality

Question 6

Wants

Answer 6

The extras that may make life more pleasant or comfortable e.g holidays, jewellery,

Question 7

Consumer Responsibility

Answer 7

It is something you must do and for which you are answerable

Question 8

Consumers right to choice

Answer 8

The consumer has a right to choose which brand of goods or which service they wish to buy

Question 9

Consumer responsibilty to choice

Answer 9

It is their responsibility to make good informed choices before buying goods and services

Question 10

Monopoly

Answer 10

Only one manufacturer or supplier provides a service and there no competition

Question 11

Consumer right to quality and value for money

Answer 11

ConsumersOnly one manufacturer or supplier provides a service and there no competition have the right to buy an item or use service of a high standard and quality, (often the price paid for an item is in proportion to the quality)

Question 12

Consumer responsibility to quality

Answer 12

It is their responsibility to examine products and services and compare orices before buying

Question 13

Consumer right to accurate information

Answer 13

It is their right to see provided clear and accurate information of a good or service

Question 14

Consumer responsibility to accurate information

Answer 14

It is their responsibility to read labels and ask for information if in doubt

Question 15

Consumer right to safety

Answer 15

It is their right to expect that goods and services will not be harmful or endanger their lives

Question 16

Consumers responsibility to safety

Answer 16

It is their responsibility to heed warnings and to follow instructions carefully

Question 17

Consumer right to redress

Answer 17

They have the right to complain and be compensated if he/she buys an item or service that turns out to be faulty

Question 18

Consumer responsibility to redress

Answer 18

It is their responsibility to know their rights and to complain if those rights are refused.

Question 19

Consumer protection is necessary to ….

Answer 19

Protect the rights of consumers
Give consumers a way of redress if their roghts are not granted
Guard against abuse of dishonest sellers and manufacturers

Question 20

The consumer is protected by

Answer 20

Consumer laws
Statutory(government)agencies
Voluntary agencies

Question 21

Consumer laws

Answer 21

Sale of Goods and Supply of Services Act of 1980

Consumer Information Act 1978

Question 22

Under the Sale of Goods and Supply of Services Act 1980 goods should…..

Answer 22

Be of merchantable quality
Be fit for their purpose
Be as described
Correspond with samples

Question 23

Consumers are entitled to expect that (services)

Answer 23

The supplier has the necessary skill to provide the service
The supplier will provide the service with proper care and diligence
Materials used will be sound
Any goods supplied for the service will be of merchantable quality

Question 24

Guarantee

Answer 24

It is an extra bonus to the consumer, it is a promise made by the manufacturer that he/she will make good any faults in an item for a specific period of time after purchase

Question 25

Three forms of redress

Answer 25

Refund, repair or replace

Question 26

You are not covered in a guarantee if …….

Answer 26

You misuse the goods or ignored advice from the seller about how the goods should be used
If you simply change your mind about the goods
If the fault was pointed out to you before sale

Question 27

Points to consider at a guarantee

Answer 27

You are allowed to accept a credit note instead of refund, repair or replacement
Cheque stubs and or credit statements are acceptable proofs of purchase
If you buy goods by credit card or lease, rent goods are protected by the Sale of Goods and Supply of Services Act 1980

Question 28

The purpose of the Consumer Information Act 1978

Answer 28

Protect consumers against false or misleading claims abouts goods, service or prices

Question 29

It is an offence for a seller to

Answer 29

Make misleading claims about the price of a good
Advertise misleading price reduction
Publish an advertisement which is likely to mislead the public
Make false or misleading claims about goods or services

Question 30

Statutory (government) agencies

Answer 30

The national consumer agency set up in 2007
Ombudsman
Small claims court

Question 31

Functions of the National Consumer Agency

Answer 31

To enforce the laws in relation to the sale of goods and services
To represent the consumer
To deal with complaints about false or misleading claims
To educate and inform consumers about their rights

Question 32

Voluntary agencies

Answer 32

Trade associations

Consumers’ Association of Ireland

Question 33

Methods of payment

Answer 33

Cash, Cheque, debit card or credit card,

Question 34

Credit card

Answer 34

Safe and convenient

Easy to over spend

Question 35

Consumers need to be informed to…

Answer 35

..ensure hey get value for money
Make informed decisions about goods and services
Understand consumer laws
Prepare them to take effective action if they seek redress

Question 36

Sources of consumer information

Answer 36

Consumers Association of Ireland
Advertising
Manufacturers’ leaflets and brochures
Sale staff

Question 37

COMPLAIN

Answer 37

Complain as soon as possible
Only complain to the seller or the manager
Make your case clear
Persist and don’t be fobbed off
Let the seller know you are aware of your rights
Avoid losing your temper
Indicate how you would like to be compensated and allow reasonable time
Never play down your complaint

Question 38

Complaining in person

Answer 38

Complain as soon as possible to the seller with proof of purchase
Ask to see the manager
Explain your complaint to the manager and ask what he/she intends to do about it
Contact head office or trade association if appropriate
Contact National Consumer Agency, CAI as a last resort

Question 39

Complain on the phone

Answer 39

Stand up while you make your call
Ask for the consumer services manager or someoner who can deal with the complaint speak calm and clear
Ask for the name of the person to whom you were speaking to
Record date and time of call
Explain your problem and ask them what they intend to do
If you don’t hear anything back from them write a letter

Question 40

Ombudsman

Answer 40

Helps the consumer in complaints about against government departments and state bodies

Question 41

The small claims court

Answer 41

Deals with claims relating to goods and services with a value below €2000 its cheap quick and no need for a solicitor

Question 42

Advertising standards Authority for Ireland

Answer 42

Encourages advertisers to follow a code of standards that state that all ads must be honest, decent, truthful and legal

Question 43

Central Copy Clearance Ireland

Answer 43

Reviews all alcohol adverts in the media