CONSUMER RESPONSIBILITI

ESWhat you need to know to be an

Informed Consumer!

THIS WEEK TUES: How to be a responsible

consumer!

WED: Paying for Purchases

THURS: Exchanges and Returns

FRI: Consumer Protection

DON’T BE A CARELESS CONSUMER! Being fair, courteous and law-abiding

Helps stores and companies run smoothly.

Benefits the consumer and the producer!

Helps to prevent “hidden costs”.

HIDDEN COSTS

Careless/damaged

• Who cleans and repairs?

• Can item be resold?

theft• Who pays for

stolen items?

Improperreturns

• Who pays extra work hours?

• “Mark downs” in cost!

SHOPPING ETIQUETTE

Dos Don’ts

Return clothes neatly Be politeness Ask for help. Respect sales

associates Lend a hand Use appropriate

language, talking quietly

Be quiet Have realistic

expectations

Don’t try on clothes that won’t fit

Leaving the changeroom a disaster!

Mix match clothing Put away clothes

improperly Misbehaving kids Refold clothing Hiding clothing Price switching/leave tags

on Don’t stalk!

SHOPPING GUIDELINES

Making shopping more enjoyable!

SHOW CONSIDERATION Even when frustrated!

Don’t complain loudly

Waiting in line

Politeness

Put yourself in the customer’s or clerk’s shoes

CUSTOMER SERVICE!

HANDLE MERCHANDISE CAREFULLY Try on what fits

Watch out for make-up stains

Remove Shoes

Leave the tags on

Re-hang clothing

UNDERSTAND STORE POLICY Can you return

items?

What is needed?

How long to return?

Cash or store credit?

Gift receipts.

BE HONEST Shoplifting hurts

everyone!

Can increase “hidden costs” for consumer.

Business costs for merchandiser.

SHOPLIFTING COSTS $$$ http://www.cbc.ca/video/#/Shows/12212

54309/ID=1328491545

CBC Documentary. “The Secret World of Shoplifting” (2009)

CUSTOMER COMPLAINTS? What is the best way to “complain

effectively”?

1. Return to the store2. Write a letter to the store3. Write to manufacturer (customer

relations)4. Contact Better Business Bureau

(mediator)

WRITING A COMPLAINT ...