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

    • Lesson 3: Sale of Goods and Supply of Services Act 1980 Part 2: The Responsibilities of the Retailer
    • Overview of Lesson
      • Responsibilities of retailers with regard to:
      • Selling goods and services
      • Redress
      • Resolving complaints
      • Guarantees and warranties
      • Signs/statements
    • 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
    • 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
    • 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)
    • 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)
    • Redress – “Three R’s”
      • Repair – the product is repaired to the same condition it was before the fault occurred
    • 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
    • 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
    • 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
    • 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
    • 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
    • Summary of Lesson
      • Responsibilities of retailers with regard to:
      • Selling goods and services
      • Redress
      • Resolving complaints
      • Guarantees and warranties
      • Signs