Classroom slides for consumer education (Shop Smart): Lesson #3
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Classroom slides for consumer education (Shop Smart): Lesson #3

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Lesson 3 deals with Ireland's Sale of Goods and Supply of Services Act and retailers’ responsibilities. Get the teacher notes and useful links, and play the Shop Smart game at: ...

Lesson 3 deals with Ireland's Sale of Goods and Supply of Services Act and retailers’ responsibilities. Get the teacher notes and useful links, and play the Shop Smart game at: http://www.consumerconnect.ie/game

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Classroom slides for consumer education (Shop Smart): Lesson #3 Presentation Transcript

  • 1. Lesson 3: Sale of Goods and Supply of Services Act 1980 Part 2: The Responsibilities of the Retailer
  • 2. Overview of Lesson
    • Responsibilities of retailers with regard to:
    • Selling goods and services
    • Redress
    • Resolving complaints
    • Guarantees and warranties
    • Signs/statements
  • 3. Retailers must ensure goods are…
    • Of merchantable quality
    • Fit for the purpose intended
    • As described
    • Conforming to sample
    • And services are…
    • Provided with necessary care and attention by a suitably qualified person
  • 4. Redress
    • If a consumer has a valid complaint, they are entitled to one of the “Three Rs”:
      • Refund
      • Replacement
      • Repair
    • The best outcome for the consumer is a full refund. However, the length of time between the date of purchase and the date of the fault occurring (and complaint being made) will affect the resolution offered
  • 5. Redress – “Three R’s”
    • Refund – getting your money back.
    • Your right to a refund depends on how quickly you act once the fault occurs, and on how big an issue the fault is (i.e. would a repair be sufficient to fix the problem quickly)
  • 6. Redress – “Three R’s”
    • Replacement – a new model of the same or similar quality is given in its place (graphic of new kettle being exchanged for faulty one)
  • 7. Redress – “Three R’s”
    • Repair – the product is repaired to the same condition it was before the fault occurred
  • 8. Is a credit note an acceptable form of redress?
    • If there is a fault with an item you could be entitled to a refund
    • A credit note is not a refund as it still restricts you to shopping in that shop
    • Some shops might offer a credit note if you change your mind about an item – this is OK as you are legally entitled to nothing
  • 9. When resolving complaints…
    • The retailer enters into a contract when he/she sells goods to a consumer
    • Therefore if there is any fault, the retailer must deal with the complaint and cannot pass the responsibility to the manufacturer
    • The consumer can if they wish go to the manufacturer but the retailer cannot claim to be not responsible
  • 10. Guarantees and Warranties
    • Guarantees and warranties add to the consumer’s rights, but do not replace the retailer’s responsibilities under consumer law
    • Consumer rights do not end when a warranty runs out, if the goods would reasonably be expected to last beyond the warranty period
    • You can expect better performance from a €1,600 watch than a €10 watch, although both might have a one-year warranty. Each watch should still be of merchantable quality, fit for its purpose and as described
  • 11. Signs/statements
    • Retailers cannot limit consumer rights by displaying signs or making statements such as:
    • “ No refunds
    • “ No refund on sale items”
    • “ Credit notes only on returns”
    • The retailer should qualify these words with “does not affect your statutory/consumer rights”
    • A verbal statement by the retailer can form part of the contract, but try to get it in writing too
  • 12. Role Play
    • A consumer buys a hairdryer from the local electrical shop
    • After using it, he/she notices a strong smell of burning
    • Role play what might occur when he/she returns to the shop
  • 13. Summary of Lesson
    • Responsibilities of retailers with regard to:
    • Selling goods and services
    • Redress
    • Resolving complaints
    • Guarantees and warranties
    • Signs