Consumer Studies Flashcards
Factors that influence a consumers choice
Income Personal preference Advertising Marketing Packaging Values Other people’s recommendations
Classification of retail outlets
Supermarkets Hyper markets Independent shops, Department stores Multiple chain stores Discount stores
Advantages of on,one shopping
Don’t have to leave house
Easy - many websites
Cheaper because it’s easier to shop around
Not restricted by shop opening times
Disadvantages of online shopping
Risk of credit card fraud Risk of impulse buying Product may not be as expected Delivery takes long Postage charges Returning is annoying
Examples of retail psychology
Shop layout Background music In store smells Product placement Shelf position Pricing Food samples Loyalty schemes
Changes in shopping patterns over recent years
Online shopping
Higher expectations regarding quality, price, stock, hygiene
Later opening times or 24 hour
Environmental awareness
Tradition eg independent shops has loyal customers
Payment methods from cash to card
What is field research
Collecting data and information that has not been collected previously eg by interviews, surveys
Advantages of field research
Specific
Current
Accurate
Disadvantages of field research
Time consuming
Expensive
What is desk research
Involves collecting and analysing data and information that already exists eg by newspapers, internet, company reports
Advantages of desk research
Cheap
Quick
Disadvantages of desk research
General
Not specific
May not be current
How does consumer research help manufacturers and retailers
Provides info about their customers, target market, their age,gender lifestyle
Reduces financial risk - avoid investing in a product that won’t sell
Overproduction is avoided
Helps determine recommended retail price
Benefits of consumer research for consumer
Their needs and wants are identified
Competition between producers means better and cheaper products are always being made
Sources of consumer information
Websites Salespeople Showrooms and exhibitions Advertising Manufacturers leaflets Other people
Consumer rights
Right to correct information Right to choice Right to value for money Right to safety Right to redress
Consumer responsibilities
To be informed To be aware of quality and value To follow instructions To complain To avoid waste
4 laws for consumer protection
Sale of goods and supply of services act 1980
Consumer protection act 2007
Electronic commerce act 2000
Consumer credit act 1995
Under s.o.g.a.s.o.s.a.1980 all goods must be
Of merchantable quality
Fit for purpose
As describe
Correspond to samples
Under s.o.g.a.s.o.s.a.1980 all services must be
Supplied by a person with necessary skills
Supplied with care and diligence
Completed with good quality materials
4 Rs of redress
Refund
Repair
Replace
Repeat service (f.o.c)
What is a guarantee
A written contract between the manufacturers and consumers that states if a failure arises with the product purchased, within a certain period of time, the manufacturer will repair or replace the product for free
What is the consumer protection act
Protects consumers against false or misleading claims made about goods, services or prices
What is the electronic commerce act 2000
Provides additional safety to consumers when purchasing online
What is the consumer credit act 1995
Protection for borrowers
- monitors credit advertising
- imposes that all agreements must be in writing
- states that lenders must not visit borrowers in their workplace seeking payment
Statutory consumer protection agencies
Competition and consumer protection commission Office of the ombudsman Citizens information board National standards authority of Ireland European consumer centre Ireland
Role of competition and consumer protection commission
Responsible for enforcing consumer protection and competition law in Ireland
What does the competition and consumer protection commission do
And forces consumer protection legislation
And forces Irish and European competition law
Investigate breaches of these laws
Deformed consumers of the rights responsibilities via phone lines websites on the campaigns
Role of the office of the ombudsman
Investigates complaints made by members of the public against public bodies in Ireland e.g. local authorities and the HSE
How does the offices of the ombudsman work
ombudsman examines case
Decide if it requires investigation
Recommend solution to consumer and public body
Most public bodies will comply with recommendations to avoid bad publicity
If they don’t The ombudsman may take report to houses of oireachtas
What does the citizens information board fund
Money advice and budgeting service MABS
What is the national standards Authority of Ireland do
Set and in force quality and safety standards for goods and services in Irish industry
What award is given by the national standards authority of Ireland
ISO 9000 scheme is internationally recognised for high standard
What does the European consumer centre Ireland do
Give information and advice on consumer rights when buying from other European countries e.g. online
What are the voluntarily consumer protection agencies
Consumers association of Ireland
Advertising standards authority of Ireland
Role of consumers Association of Ireland
Consumer choice magazine – gives info on rights and getting value for money
Protects consumers and represents consumers
Produce reports providing info to consumers
Role of advertising standards authority of Ireland
Promote high standards of advertising and marketing that is
– legal honest truthful
– responsible to consumer e.g. not offensive
Procedure for making a complaint
A softer fault found Proof of purchase Least formal level e.g. service desk Letter to head office include (describe good or service/location and date of purchase/proof of purchase, copy of receipt/copy of guarantee/compensation requested/when you expect to hear back) Small claims court
Benefit of Small Claims Court
Expensive
Quick
Easy
No solicitor required
Procedure of small claim couort
– Claimant feels in application. €25 to get processed.
– Notice of claim sent to respondent
– respondent can admit, dispute or ignore claim. 15 days
– disputed: small claim register will try to resolve issue. Maybe refer to court hearing is not resolved
– Ignore: taken as admitted and settled in favour of client. they have 28 days to comply with the judgement
Q mark meaning
Produced to high standards of excellence
Who gives Q mark
Excellence Ireland quality Association
BsI kitemark meaning
High quality of performance and safety
Who awards BSI kitemark
British standards Institution
ISO standard symbol means
Goods and services are of excellent quality
Who awards ISO 9000
National standards authority of Ireland
What is guaranteed Irish mean
Manufactured in Ireland to a high-quality
Who gives out guaranteed Irish
Guaranteed Irish limited
What does conformitee europeene mean
Comply with European safety standards e.g. toys electronics
What does double insulated mean
Doesn’t require earth wire e.g. hairdryer toaster
What does Irish mark of electrical conformity mean
High safety levels
