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Consumer Studies Leaving Certificate ©PDST Home Economics
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Page 1: Consumer Studies Leaving Certificate © PDST Home Economics.

Consumer Studies Leaving

Certificate

©PDST Home Economics

Page 2: Consumer Studies Leaving Certificate © PDST Home Economics.

Factors influencing consumer choice

• Personal likes and dislikes• Personal Values• Other people• Income• Marketing• Advertising• Packaging and labelling• Selling techniques

Page 3: Consumer Studies Leaving Certificate © PDST Home Economics.

Classification of retail outlets

• Supermarkets: open plan, self service, variety – food, clothes, household, optional internet shopping eg. Tesco / Superquinn

• Voluntary Supermarkets: independent owned grocery stores, many shops eg. Centra / supervalu

• Independent Shops: family owned, usually specialise in certain products eg. Ryan’s Shoes

Page 4: Consumer Studies Leaving Certificate © PDST Home Economics.

• Department Stores: Large store with wide

variety, various departments eg. Debenhams /

Brown Thomas

• Multiple Chain Stores: One company with

many branches, good value, self services eg.

Pennys / Dunnes Stores

• Discount Store: Catalogue orders, cheaper,

prepacked goods eg. Argos

Page 5: Consumer Studies Leaving Certificate © PDST Home Economics.

Other retail outletsDiscuss the following :-

• Street markets• Auctions• Shopping centres• Party selling• Television buying• Vending machines• Mail order• Door-to-door selling• On-line/internet shopping

Page 6: Consumer Studies Leaving Certificate © PDST Home Economics.

Retail Psychology• Store Layout: Size influences time spent in store,

• grid layout – follow flow of aisles and

see more products

• In-store stimuli: Lighting, background music,

aromas

• Product placement: essentials at back of store

• sweets at checkouts

• Shelf-position: luxuries at eye-level

• Loyalty cards: points for money off

• Merchandising: 3 for price of 2

• loss leader technique

Page 7: Consumer Studies Leaving Certificate © PDST Home Economics.

Shopping patterns

• Large shopping centres –’one stop shopping’• Opening hours – 24 hour shops, TV and online

shops• Increased consumer awareness/price conscious• More foreign-owned shops lead to price wars eg. Lidl, Aldi Vs Dunnes and Tesco• Multi-cultural influences • Increased environmental awareness• Increased nutritional awareness/convenience foods• High hygiene standards expected• Cash replaced by laser/credit cards

Page 8: Consumer Studies Leaving Certificate © PDST Home Economics.

Purpose of consumer research

• To identify consumer wants and expectations• To test the market prior to developing / launching

a new product• To highlight market trends• To identify market size • To identify potential markets• To identify competitors

Page 9: Consumer Studies Leaving Certificate © PDST Home Economics.

Methods of consumer research

• Field research – vox pops• interviews• consumer panels• Desk research – written surveys• questionnaires• phone surveys

Page 10: Consumer Studies Leaving Certificate © PDST Home Economics.

Consumer Rights• Choice: variety creates competition

• Information: honest info about product

• Value: entitled to value for money

• Safety: goods should be :-

• safe to use

• carry safety symbols

• carry warnings

• carry instructions

• Redress: to complain and receive the 3Rs

• repair / replacement / refund

Page 11: Consumer Studies Leaving Certificate © PDST Home Economics.

Consumer Responsibilities• To inform themselves:

• know rights , safety and quality symbols

• To follow instructions:

• follow instructions for safe use and care

• To complain:

• to improve standards

• Use resources wisely:

• to minimise damage to environment

Page 12: Consumer Studies Leaving Certificate © PDST Home Economics.

Environmental Responsibility

• Avoid over packaged products

• Recycle bottles, cans, paper

• Reusable shopping bags

• Compost kitchen waste

• Do not waste water

• Purchase goods made from recycled products

Page 13: Consumer Studies Leaving Certificate © PDST Home Economics.

Types of PollutionWater Pollution

Cause Effects Reducing•Factory Waste•Sewage•Farm Waste•Chemical Waste•Phosphates in detergents

•Alga bloom•Unsightly•Kills fish and marine life•Harms tourism& fishing industry•Water unsafe to drink

•Use phosphate free detergents•Monitor factory waste•Efficient sewage treatment systems•Limit use of artificial fertilisersand pesticides•Safe disposal of all garden chemicals•Heavy penalties for illegal disposal

Page 14: Consumer Studies Leaving Certificate © PDST Home Economics.

Air Pollution Causes Effects Reducing•Smoke from fossil fuels•CFCs Carbon monoxide (traffic)•Gases from burning fossil fuels•Overuse of sprays & cleaning agents

•Global warming•Ozone layer damaged•Increase in respiratoryconditions and allergies•Acid rain lowers pH of soil•Acid rain erosion

•Use renewable energy resources•Avoid products with CFCs•Use smokeless fuels•Use car less/car share /public transport•Use unleaded petrol•Buy energy efficient appliances

Page 15: Consumer Studies Leaving Certificate © PDST Home Economics.

Noise PollutionCauses Effects Reducing•Aircraft•Rail •Road traffic•Loud music•Construction work•Alarms•Lawnmowers •Dogs

•Difficulty selling property•Poor image of an area•Upset residents•Headaches•Irritation•Insomnia

•Choose vehicles / motors with lower noise emissions•Have consideration for neighbours •Insulation•Housing away from transport systems/discos

Page 16: Consumer Studies Leaving Certificate © PDST Home Economics.

Energy• Non-renewable sources: gas, coal, oil, gas• Renewable: wind, solar, biomass• Wind: turbines have become popular in recent

years.• Solar: solar panels now required in all new

houses, heat water• Biomass: Natural plant growth (trees/crops) used

to produce energy

Page 17: Consumer Studies Leaving Certificate © PDST Home Economics.

Steps to Lower Energy Consumption• Energy efficient appliances (A or B)

• Using CFLs• Turn off unused lighting• Line dry clothes• Lagging jacket on water cylinder• Shower instead of bath• Insulate the home – windows/attic/cavities• Solar panels• Don’t leave appliances on standby• Use timer on heating system• Reduce thermostat by 1 degree gives saving of

10%• Completely fill dishwasher• Economy cycle or half-load on washing machine

Page 18: Consumer Studies Leaving Certificate © PDST Home Economics.

Consumer LawsCaveat Emptor–Let the Buyer Beware

Sale of Goods and Supply of Services Act 1980• Goods• Merchantable Quality• Fit for Purpose• As described• Correspond to sample• Services• Provider MUST be skilled• Care and diligence given• Quality materials used

Page 19: Consumer Studies Leaving Certificate © PDST Home Economics.

Redress• Under the Act, consumers are entitled to

complain• One of the following must be offered provided

that the product is returned with a receipt and has not been tampered with:

• Repair• Replacement• Refund• Compensation• Credit note• In the case of service, repeated without charge

Page 20: Consumer Studies Leaving Certificate © PDST Home Economics.

Consumer Information Act 1978

To protect the consumer from false / illegal claims about goods/ services. It states that:

• False descriptions of products are illegal• False descriptions of services are illegal• Illegal to give incorrect price or to say a sale item

was more than it was• Misleading advertising is illegal

Page 21: Consumer Studies Leaving Certificate © PDST Home Economics.

Consumer protection Statutory Bodies1. Office of Director of Consumer Affairs• Promotes high advertising standards/investigates

complaints• Informs consumers of their rights - leaflets• Enforces laws to protect consumer rights• Investigates unfair and illegal trading practices • Guarantees that products sold in Ireland conform to

Irish safety standards • Ensures that food labels supply all the legally required

information • Prosecutes offences under the Consumer Information

Act 1978 • Advises government on consumer issues • Publishes annual report

Page 22: Consumer Studies Leaving Certificate © PDST Home Economics.

2. Ombudsman• Investigates complaints made by the public

against:• Government Departments• Insurance Companies• Credit Institutions (Banks)• Health boards• An Post• Used as a last resort if no resolution can be made

between the consumer and Dept. / agency

Page 23: Consumer Studies Leaving Certificate © PDST Home Economics.

Consumer Protection Voluntary Bodies1. CAI – Consumer Association of

Ireland

• Informs consumers of their rights• Advises consumers• Publishes leaflets and ‘Consumer Choice’ magazine• Lobbies the government to improve consumer laws• Represents consumers’ interest in media• Surveys/reports on consumer products and services• Encourages high standards of quality in Irish

products/services

Page 24: Consumer Studies Leaving Certificate © PDST Home Economics.

2. Comhairle• Informs and advises on all aspects of social

services - Social welfare benefits Entitlements Health services Consumer rights• Distributed through Citizen Information Bureau• Over 80 centres all over country• Free confidential information

Page 25: Consumer Studies Leaving Certificate © PDST Home Economics.

3. Small Claims Court• Cheap, fast, easy way to resolve disputes without a

solicitor• Claims include faulty goods and bad workmanship• Any dispute up to €2,000• Fee of €15• Application form completed by claimant and sent to local

District Court office• Registrar attempts to settle it if complaint is disputed • Otherwise, case will be resolved in court• Cannot be used for personal injury debts breach of leasing or hire-purchase agreements

Page 26: Consumer Studies Leaving Certificate © PDST Home Economics.

Consumer complaints procedure

• Return to retailerretailer a.s.a.p. with faulty goodgood plus receipt• Complain promptly to suppliersupplier if fault with a service service • Speak to managermanager outlining complaint and stating what should be done (compensation must be realistic)• LetterLetter to retailer/head office if unsatisfactory response Letter: description of goods – model, brand, cost copy of receipt and guarantee enclosed where? when? bought compensation sought• Seek help from C.A.I.C.A.I. and/or O.D.C.A. O.D.C.A. if still unresolved• Final step, Small Claims CourtSmall Claims Court