Consumer Decisions and Consumer Rights and Responsibilities (Consumer Studies)

Factors that influence consumer decisions

Money

Needs and Wants

Peer Pressure

Trends

Advertising

Personal Values

Impulse Buying

buying something on the spur of the moment without thinking about it

The decision making process

1. Identify the problem and the goal

2. Research and collect information

3. List all possible solutions

4. Weigh up your pros and cons

5. Talk it through with other

6. Make your choice

7. Take action

8. Evaluate your action

Consumer Rights

The right to choice

The right to truthful information

The right to quality

The right to safety

The right to redress

1. The Right to choice

Choice creates competition between companies, fluctuating prices

2. The right to truthful information

Information must be true (Consumer Protection Act 2007)

3. The right to quality

Goods must be merchantable quality. They must be able to serve their purpose. (Sales of Goods and Supply of Services Act 1980)

4. The Right to safety

Goods must be safe for consumers to use and not have any hidden health risks

5. The Right to Redress

Redress: Consumers are entitled to reasonable compensation for faulty goods

Reasonable compensation: what is offered has to be fair to both the consumer and the seller

Forms of Redress: Three Rs: Refund, Repair, Replace

CONSUMER RESPONSIBILITIES

Consumers should:

be informed about the products they are buying

be informed about their rights and laws

examine products for faults before buying

ask for receipts in case the item needs to be returned

read instructions and labels, obey safety rules

use products only for their intended use

be environmentally friendly

shop around for value for money

understand the relationship between cost and quality

Sources of consumer information

product packaging

consumer reviews (word of mouth)

magazines and newspapers

Tv and radio

Online shops → give enlargeable images

Consumer protection agencies (CAI)

Advertising → can be biased

Consumer Protection

1. the law

2. Government organizations (CCPC)

3. non-government organizations (ASAI)

Sales of Goods and Supply of Services Act 1980

Goods must be

1. merchantable quality

2. be fit for purpose

3. be as described

4. correspond to samples

Services must be carried out

1. by someone with the proper skills

2. with care

3. using quality materials

Consumer Protection Act 2007

protects consumers against false claims about goods and services

Complaints

1. Return with a receipt

2. Speak to a manager

3. Put the complaint in writing

4. Seek advice

5. Small claims Procedure

Small Claims Procedure

to deal with problems quickly and cheaply

Must be seeking less than 2,000. Fee for making an application is 25

You don’t need a solicitor

Quality Control

Standard of goods carefully checked to make sure they’re suitable

Characteristics of good quality goods/services

Goods = Safe, Function, Durable

Services = Value for money, Good service, Reliable, Safe

Quality Marks

Guaranteed Irish = (Good Irish products)

Q Mark = (Good Irish products and services)

Irish Standard Mark = (Good Irish Things)

BSI Kitemark = (Good things)