hnc 3o1 - consumer responsibilities
TRANSCRIPT
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CONSUMER RESPONSIBILITI
ESWhat you need to know to be an
Informed Consumer!
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THIS WEEK TUES: How to be a responsible
consumer!
WED: Paying for Purchases
THURS: Exchanges and Returns
FRI: Consumer Protection
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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”.
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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!
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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!
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SHOPPING GUIDELINES
Making shopping more enjoyable!
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SHOW CONSIDERATION Even when frustrated!
Don’t complain loudly
Waiting in line
Politeness
Put yourself in the customer’s or clerk’s shoes
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CUSTOMER SERVICE!
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HANDLE MERCHANDISE CAREFULLY Try on what fits
Watch out for make-up stains
Remove Shoes
Leave the tags on
Re-hang clothing
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UNDERSTAND STORE POLICY Can you return
items?
What is needed?
How long to return?
Cash or store credit?
Gift receipts.
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BE HONEST Shoplifting hurts
everyone!
Can increase “hidden costs” for consumer.
Business costs for merchandiser.
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SHOPLIFTING COSTS $$$ http://www.cbc.ca/video/#/Shows/12212
54309/ID=1328491545
CBC Documentary. “The Secret World of Shoplifting” (2009)
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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)
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WRITING A COMPLAINT ...