Consumer Studies

Question 1

Factors that influence a consumers choice

Answer 1

Income
Personal preference
Advertising
Marketing
Packaging
Values
Other people’s recommendations

Question 2

Classification of retail outlets

Answer 2

Supermarkets
Hyper markets
Independent shops,
Department stores
Multiple chain stores
Discount stores

Question 3

Advantages of on,one shopping

Answer 3

Don’t have to leave house
Easy - many websites
Cheaper because it’s easier to shop around
Not restricted by shop opening times

Question 4

Disadvantages of online shopping

Answer 4

Risk of credit card fraud
Risk of impulse buying
Product may not be as expected
Delivery takes long
Postage charges
Returning is 
 annoying

Question 5

Examples of retail psychology

Answer 5

Shop layout 
Background music
In store smells
Product placement
Shelf position
Pricing
Food samples
Loyalty schemes

Question 6

Changes in shopping patterns over recent years

Answer 6

Online shopping
Higher expectations regarding quality, price, stock, hygiene
Later opening times or 24 hour
Environmental awareness
Tradition eg independent shops has loyal customers
Payment methods from cash to card

Question 7

What is field research

Answer 7

Collecting data and information that has not been collected previously eg by interviews, surveys

Question 8

Advantages of field research

Answer 8

Specific
Current
Accurate

Question 9

Disadvantages of field research

Answer 9

Time consuming

Expensive

Question 10

What is desk research

Answer 10

Involves collecting and analysing data and information that already exists eg by newspapers, internet, company reports

Question 11

Advantages of desk research

Answer 11

Cheap

Quick

Question 12

Disadvantages of desk research

Answer 12

General
Not specific
May not be current

Question 13

How does consumer research help manufacturers and retailers

Answer 13

Provides info about their customers, target market, their age,gender lifestyle
Reduces financial risk - avoid investing in a product that won’t sell
Overproduction is avoided
Helps determine recommended retail price

Question 14

Benefits of consumer research for consumer

Answer 14

Their needs and wants are identified

Competition between producers means better and cheaper products are always being made

Question 15

Sources of consumer information

Answer 15

Websites
Salespeople
Showrooms and exhibitions
Advertising
Manufacturers leaflets
Other people

Question 16

Consumer rights

Answer 16

Right to correct information
Right to choice
Right to value for money
Right to safety
Right to redress

Question 17

Consumer responsibilities

Answer 17

To be informed
To be aware of quality and value
To follow instructions
To complain
To avoid waste

Question 18

4 laws for consumer protection

Answer 18

Sale of goods and supply of services act 1980

Consumer protection act 2007

Electronic commerce act 2000

Consumer credit act 1995

Question 19

Under s.o.g.a.s.o.s.a.1980 all goods must be

Answer 19

Of merchantable quality
Fit for purpose
As describe
Correspond to samples

Question 20

Under s.o.g.a.s.o.s.a.1980 all services must be

Answer 20

Supplied by a person with necessary skills
Supplied with care and diligence
Completed with good quality materials

Question 21

4 Rs of redress

Answer 21

Refund
Repair
Replace
Repeat service (f.o.c)

Question 22

What is a guarantee

Answer 22

A written contract between the manufacturers and consumers that states if a failure arises with the product purchased, within a certain period of time, the manufacturer will repair or replace the product for free

Question 23

What is the consumer protection act

Answer 23

Protects consumers against false or misleading claims made about goods, services or prices

Question 24

What is the electronic commerce act 2000

Answer 24

Provides additional safety to consumers when purchasing online

Question 25

What is the consumer credit act 1995

Answer 25

Protection for borrowers - monitors credit advertising - imposes that all agreements must be in writing - states that lenders must not visit borrowers in their workplace seeking payment

Question 26

Statutory consumer protection agencies

Answer 26

``` Competition and consumer protection commission Office of the ombudsman Citizens information board National standards authority of Ireland European consumer centre Ireland ```

Question 27

Role of competition and consumer protection commission

Answer 27

Responsible for enforcing consumer protection and competition law in Ireland

Question 28

What does the competition and consumer protection commission do

Answer 28

And forces consumer protection legislation And forces Irish and European competition law Investigate breaches of these laws Deformed consumers of the rights responsibilities via phone lines websites on the campaigns

Question 29

Role of the office of the ombudsman

Answer 29

Investigates complaints made by members of the public against public bodies in Ireland e.g. local authorities and the HSE

Question 30

How does the offices of the ombudsman work

Answer 30

ombudsman examines case Decide if it requires investigation Recommend solution to consumer and public body Most public bodies will comply with recommendations to avoid bad publicity If they don’t The ombudsman may take report to houses of oireachtas

Question 31

What does the citizens information board fund

Answer 31

Money advice and budgeting service MABS

Question 32

What is the national standards Authority of Ireland do

Answer 32

Set and in force quality and safety standards for goods and services in Irish industry

Question 33

What award is given by the national standards authority of Ireland

Answer 33

ISO 9000 scheme is internationally recognised for high standard

Question 34

What does the European consumer centre Ireland do

Answer 34

Give information and advice on consumer rights when buying from other European countries e.g. online

Question 35

What are the voluntarily consumer protection agencies

Answer 35

Consumers association of Ireland | Advertising standards authority of Ireland

Question 36

Role of consumers Association of Ireland

Answer 36

Consumer choice magazine – gives info on rights and getting value for money Protects consumers and represents consumers Produce reports providing info to consumers

Question 37

Role of advertising standards authority of Ireland

Answer 37

Promote high standards of advertising and marketing that is – legal honest truthful – responsible to consumer e.g. not offensive

Question 38

Procedure for making a complaint

Answer 38

``` A softer fault found Proof of purchase Least formal level e.g. service desk Letter to head office include (describe good or service/location and date of purchase/proof of purchase, copy of receipt/copy of guarantee/compensation requested/when you expect to hear back) Small claims court ```

Question 39

Benefit of Small Claims Court

Answer 39

Expensive Quick Easy No solicitor required

Question 40

Procedure of small claim couort

Answer 40

– Claimant feels in application. €25 to get processed. – Notice of claim sent to respondent – respondent can admit, dispute or ignore claim. 15 days – disputed: small claim register will try to resolve issue. Maybe refer to court hearing is not resolved – Ignore: taken as admitted and settled in favour of client. they have 28 days to comply with the judgement

Question 41

Q mark meaning

Answer 41

Produced to high standards of excellence

Question 42

Who gives Q mark

Answer 42

Excellence Ireland quality Association

Question 43

BsI kitemark meaning

Answer 43

High quality of performance and safety

Question 44

Who awards BSI kitemark

Answer 44

British standards Institution

Question 45

ISO standard symbol means

Answer 45

Goods and services are of excellent quality

Question 46

Who awards ISO 9000

Answer 46

National standards authority of Ireland

Question 47

What is guaranteed Irish mean

Answer 47

Manufactured in Ireland to a high-quality

Question 48

Who gives out guaranteed Irish

Answer 48

Guaranteed Irish limited

Question 49

What does conformitee europeene mean

Answer 49

Comply with European safety standards e.g. toys electronics

Question 50

What does double insulated mean

Answer 50

Doesn’t require earth wire e.g. hairdryer toaster

Question 51

What does Irish mark of electrical conformity mean

Answer 51

High safety levels