Business Exam
https://drive.google.com/file/d/0B0fTqi48HPZhRUVHeDVwYVlRbms/view?usp=sharing
CUSTOMER CARE (Project Plan)
- What
does the company offer the customer?
- “Customer
convenience” – opening hours, (in)convenient location;
- Customer
service (meet/ does not meet/ exceeds customer expectations);
- Staff
(too few / enough at peak times)
(trained, qualified, informed,
friendly, courteous, helpful, quick, professional, smiling, intrusive(надокучливий, нахабний), pushy(надокучливий, нахабний), stressed, indifferent, loyal to company;
with good/poor product knowledge)
- Queues,
delivery;
- The
right to be informed (not/ violated)
to carry out activities related to
consumer education and information (a consumer corner/ notice board), to
satisfy requirements for labelling goods (labels – attached, understandable;
composition of goods – components, ingredients; expiry date), instructions for
washing, cleaning and maintaining goods; instructions for using goods and
storage conditions of goods; indication of the prices;
- Deception,
fraud;
- The
right to safety (risk to consumer health and safety), (a product has
passed its expiry date/ is past its expiry date/shelf life);
- The
right to choose (variety of goods);
- The
right to a remedy (a guarantee, to exchange goods, a refund);
- Dealing
with complaints (show their interest, try to find out the result the
customer wants, show their sorry that the customer is upset)
- To
have a transient/ loyal customer;
- Training
their personnel;
- Measures
to improve customer service
Do you know your consumer rights? Take our quiz to find out!
Q.1 You buy a birthday gift for your sister but later
find that she was given the same thing by someone else. Are you entitled to
take the gift back and get a refund?
- Yes
- Yes, but only if you have the receipt
- No
Q.2 You buy a pair of jeans on sale. When you get home
you discover a large tear. When you go back to the shop the manager points to a
sign saying "No refunds on sale items". She refuses to give you your
money back or provide a replacement pair of jeans. Can she do this?
- Yes
- Yes but only if you saw the sign before you bought the jeans
- No
Q.3 How long is the "cooling off" period
available to consumers who change their minds about goods they've bought from a
retailer?
- 24 hours
- 7 days
- 1 month
- There is no cooling off period
Q.4 Your dishwasher develops a major fault which will
cost $400 to repair. The 12 month manufacturer's warranty expired 3 weeks ago.
Do you have to pay for the repairs?
- Yes
- No
- It depends on the individual retailers repair policy
Q.5 You receive a flyer in the mail advertising a
wide-screen TV for $999 - a very good deal. When you go to buy it the store
apologises and explain that the flyer was wrong - the correct price is $1999!
Do they have to sell the TV to you at the lower advertised price?
- Yes
- No
Q.6 You buy a printer at a computer auction. When you
get it home it doesn't work at all - and when you demand your money back, the
auction company says "tough luck". Do they have to give you a refund?
- Yes
- Yes, unless there there was a sign at the auction stating that all
goods are sold "as is"
- No
Q.7 You try to use a gift voucher from last year's
birthday, but the retailer says their vouchers expire after six months. They
point out the expiry date printed on the back of the voucher. Can they refuse
to honour the voucher?
- Yes
- No
Q.8 Your car repair bill is fair for the work done but
you just don't have the money until payday. The garage refuse to let you take
the car until you have paid for the repairs in full. Can they do this?
- Yes
- Yes, but only if the repair bill is for more than $1000
- No
Q.9 You accept a $1200 quote for a plumbing job. The
plumber does the work and then bills you $1850. He says the job took longer
than he expected. Do you have to pay the new amount?
- Yes
- Yes, unless you have a written quote
- No
Q.10 You put a leather jacket on layby, but the next
day you realise you can get the same jacket much cheaper elsewhere. When you
try to cancel the layby, the retailer tells you he's keeping the $100 deposit
you paid. Can he do this?
- Yes
- Not if you can prove that the jacket can be bought much cheaper
elsewhere
- No
Here are
the answers...
Question 1
Q. You buy a birthday gift for your sister but later
find that she was given the same gift by someone else. Are you entitled to take
the gift back and get a refund?
Answer: No
Why? Normally, all sales are final and the retailer is
under no obligation to provide a refund. You can return a product only if it
fails to live up to the guarantees set out in the Consumer Guarantees Act. If
you simply change your mind, then all you can do is tell the supplier and
politely ask for your money back. Some retailers will give you a refund, to
promote good relations with customers - but this is more than they are legally
required to do.
Question 2
Q. You buy a pair of jeans on sale. When you get home
you discover a large tear. When you go back to the shop the manager points to a
sign saying "No refunds on sale items". She refuses to give you your
money back or provide a replacement pair of jeans. Can she do this?
Answer: No
Why? Sale
Question 3
Q. How long is the "cooling off" period
available to consumers who change their minds about goods they've bought from a
retailer?
Answer: There
is no cooling off period
Why? There is no general "right of return".
As in question 1, you can only return a product if it fails to live up to the
guarantees set out in the Consumer Guarantees Act. Note however that the
situation is slightly different if you are buying on hire purchase - see our
guide to borrower's rights.
Question 4
Q. Your dishwasher develops a major fault which will
cost $400 to repair. The 12 month manufacturer's warranty expired 3 weeks ago.
Do you have to pay for the repairs?
Answer: No
Why? The retailer should repair the machine free of
charge. Under the Consumer Guarantees Act, retailers must guarantee that the
goods they sell are of an acceptable standard and fit for their purpose. If you
have used your dishwasher in a normal fashion, it should not have a major
breakdown after just one year. Note that manufacturers' warranties are in
addition to your rights under the Act.
Question 5
Q. You receive a flyer in the mail advertising a
wide-screen TV for $999 - a very good deal. When you go to buy it the store
apologises and explain that the price in the flyer was a mistake - the correct
price is $1999! Do they have to sell the TV to you at the lower advertised
price?
Answer: No
Why? Retailers are free to accept or reject any offer
to buy as they choose. They have no obligation to sell at any price. See our
guide to contract law.
Note, however,
that it would need to be a genuine mistake - the Fair Trading Act prohibits
false representations, but recognises "reasonable mistakes".
Question 6
Q. You buy a printer at a computer auction. When you
get it home it doesn't work at all - and when you demand your money back, the
auction company says "tough luck". Do they have to give you a refund?
Answer: No
Why? The Consumer Guarantees Act does not apply to
goods bought at auction.
Auction goods
may be covered by the Sale of Goods Act, which requires goods to be of
merchantable quality. However, auction houses can opt out of that law (and
usually do). But it's not all bad news. Auctioneers are covered by the Fair
Trading Act. That means they can't say or do anything that misrepresents or
misleads you about the goods on sale or the auction process. For more
information, see our guide to your rights at auctions.
Question 7
Q. You try to use a gift voucher from last year's
birthday, but the retailer says their vouchers expire after six months. They
point out the expiry date printed on the back of the voucher. Can they refuse
to honour the voucher?
Answer: Yes
Why? A retailer can give a time limit for the use of a
voucher. Any expiry date must be clearly marked on the voucher. Retailers can't
enforce an expiry date that wasn't obvious when the voucher was bought. For
more information, see our guide to gift vouchers.
Question 8
Q. Your car repair bill is fair for the work done but
you just don't have the money until payday. The garage refuse to let you take
the car until you have paid for the repairs in full. Can they do this?
Answer: Yes
Why? Repairers have a legal right to hold goods (such
as motor vehicles) until they have been paid for work they have done on them.
This is known as a repairer's lien.
Question 9
Q. You accept a $1200 quote for a plumbing job. The
plumber does the work and then bills you $1850. He says the job took longer
than he expected. Do you have to pay the new amount?
Answer: No
Why? You and the plumber entered into a binding
contract for the job. The work to be done and the price were agreed beforehand
so neither of you can unilaterally change the terms in your contract. For more
information, see our guide to hiring a tradesperson.
Question 10
Q. You put a leather jacket on layby, but the next day
you realise you can get the same jacket much cheaper elsewhere. When you try to
cancel the layby, the retailer tells you he's keeping the $100 deposit you
paid. Can he do this?
Answer: No
Why? Under the Layby Sales Act
the customer can cancel at any time and is entitled to the return of any money
paid. However, the shop can deduct "selling costs" (not normally more
than $15) and any "loss of value" from the refund. For more
information, see Marketing. Advertising. Project Sample
https://drive.google.com/file/d/0B0fTqi48HPZhQS1RVEVyS1pxek0/view?usp=sharing
Retailing. Wholesaling. (Project Plan)
1. What kind of retail outlet is it?
2. Its location.
3. Its layout. Why is it convenient /
inconvenient?
4. What product(s) do they sell? (item,
quality, environmentally sound, good value money)
5. Do products come through direct or
indirect marketing channels?
6. Do they have more than one
wholesaler?
7. Do they maintain a high level of
service? How?
8. How do they promote their goods?
9. Their threats, opportunities,
strengths and weaknesses.
Project Sample
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