Selection and purchase of
household goods
You will gain an understanding
of:
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Consumer rights and complaints procedure
Legislation to protect consumer
Organisations to protect consumer
Purchasing- Retail outlets and advantages and disadvantages of
each.
Dietary guidelines and food purchase and preparation.
Management of food resources
Sources of information to consumer
Marketing strategies to secure consumer loyalty
Food supply chain
Technological advances in the distribution and retailing of food.
TODAY we will cover:
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Consumer rights
Organisations to protect consumer
Complaints procedure
Conciliation and Arbitration
Consumer rights.
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The consumer has rights when purchasing goods and services.
A consumer is someone who purchases goods or services.
When you buy goods or services, you have a right to expect
them to be of satisfactory quality, fit for purpose and as
described, if they are not, a consumer has a right to
redress.
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If you are sold faulty goods, what should you expect?
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A full refund
Compensation
Repair or replace
Reduction in price.
Homework
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There are various Acts of legislation which protect the
consumer.
Find out about the following acts to protect the consumer:
Sale and Supply of Goods Act, 1979/1994
Trade Description Act, 1968/1972
Food and Drugs Act 1955
Weights and Measures Act 1963
The Consumer Protection Regulations 2000
The Supply of Goods and Services Act, 1982.
Legislation to protect the
consumer
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Sale and Supply of Goods Act, 1979/1994
Goods must be of satisfactory quality
Goods must be fit for purpose
Goods must be as described
Cont..
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Trades Descriptions Act, 1968/1972
When the seller describes the goods to the consumer, they must
not be misled in anyway about the types of goods, the price,
quantity, manufacture or the way they have been tested.
Cont..
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Food and Drugs Act 1955
This ensures that food and drugs are named and labelled
correctly and that the food and drugs are produced in quality
and hygienic conditions.
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Weights and Measures Act 1963
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This ensures that the weight of a product brought is accurate.
Cont..
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Consumer Safety Act 1978
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This Act protects consumers from goods which are dangerous.
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The Consumer Protection Regulations 2000
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The consumer is protected by this law if the goods do not turn
up when they have been ordered, or if you do not like them
once you have had a chance to look at them. The Act states
that you should be given clear information.
Cont…
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The Supply of Goods and Services Act 1982
This Act requires a supplier of a service to carry out a service
with reasonable care and skill, within a reasonable time and to
charge reasonably.
If goods are not fit for purpose, the consumer is entitled to
repair, replace or compensation.
Codes of practice.
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Codes of Practice (a set of guidelines and regulations to be followed by
members of an organization )
Retailers often belong to trade associations relevant to their
businesses. Trade associations are groups of companies who offer a
guarantee of good practice. Requirements of membership of these
associations are listed in the codes of practice, they ensure that:
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Servicing and repairs will be speedy and efficient
Repairs paid for will be guaranteed
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Complaints dealt with speedily and fairly
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Ombudsmen
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This is a group who protect consumer
rights.
Often companies belong to them and if
a consumer is not satisfied, they can
contact these.
Consumer Protection.
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Some agencies that protect consumers are:
The
The
The
The
Office of Fair Trading
Citizens Advice Bureau
Environmental Health Department
Food Standards Agency
FIND OUT WHAT THESE DO- use information
provided.
Consumer Protection.
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Some agencies that protect consumers are:
The Office of Fair Trading- they protect consumers and explain
their rights, and ensure businesses operate fairly.
Citizens advice bureau- this is a voluntary organisation which
advices consumers of their rights, as well as helping them with
issues where the consumer doesn’t feel they have been dealt
with fairly.
EHD- purpose is to maintain, improve and protect the health
and quality of life of the community in its area.
The Food Standards Agency- this aims to reduce food-borne
illness, help people to eat more healthily, promote honest and
informative labelling and to enforce food laws.
Complaints procedure
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Consumers have clearly defined rights when purchasing goods
and services, but sometimes things go wrong, in these
circumstances, the following should be followed;
Make sure all the facts are correct
Go back to the shop as soon as possible
Explain the problem and say what you expect
Speak to someone in a position of authority
Write to head office
Write to the trade association if the retailer is a member
If outcome is still unsatisfactory- conciliation, arbitration.
Complaints procedure
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Conciliation
Parties should settle their differences themselves.
Arbitration
Alternative to court, in that both sides agree to put their
disputes to an independent arbitrator. Arbitrator makes a
decision as to what happens.
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Court action
Last resort.
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ACTIVITY 6
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Revision
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What rights do consumers have?
If you are sold faulty goods, what
should you expect?
Name 2 organisations that protect the
consumer
Outline 2 stages in a complaints
procedure
What is arbitration? Conciliation?
Purchasing
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A range of food products can be brought in various
establishments, it depends on your locality as to the range
available.
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List the range of outlets available for purchasing food:
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Internet, supermarkets, corner shop, markets, butchers, bakers
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LIST THE ADVANTAGES AND DISADVANTAGES OF EACH
OUTLET
Dietary guidelines
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The aim of dietary guidance is to improve the health of the
population. Poor health can be associated with the
overconsumption or under consumption of certain foods.
The government issues recommendations on the types of food
we should eat and the ideal proportions.
The Eat well plate was produced by the FSA, after discussions
with health professionals and educators. It shows how much
should be eaten from each food group for meals and snacks.
It is divided into 5 segments- bread and starchy foods (33%),
fruit and veg (33%), milk and dairy (15%), meat and fish and
protein alternatives (12%), foods and drinks high in sugar and
fat (7%).
Cont…
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In addition to the Eat well plate, the government has other
guidelines which individuals and households should follow. The
FSA issued 8 practical tips:
1)
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base meals on starchy foods
eat lots of fruit and vegetables
eat more fish
cut down on saturated fat and sugar
try to eat no more than 6g of salt a day
get active and keep a healthy weight
drink plenty of water
do not skip breakfast
EAT WELL PLATE
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Using the percentages on the eat well
plate, draw and label your own version
of the eat well plate showing examples
of foods that you enjoy and eat
frequently.
How does your diet compare to the Eat Well Plate that you
should be following?
 Are you consuming enough fruit and vegetables?
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Are you consuming enough rice and pasta etc..?
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Are you consuming too much fatty and sugary foods?
Practical opportunities
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Complete the following practical's:
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A
A
A
A
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These all consider the government guidelines for a healthy diet.
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main course dish containing vegetables
starchy dish
dish rich in oily fish
suitable healthy breakfast
Revision- Dietary guidelines.
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What is the Eat Well Plate?
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What food groups are covered on the eat well plate?
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What are some of the government guidelines for dietary intake?
TIPS for a healthy lifestyle.
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Starchy foods should be the basis of all meals.
5 portions of fruits and vegetables should be eaten daily to
prevent cancer. They are also high in Antioxidants.
Eat 2 portions of fish a week, oily fish contains omega 3 fatty
acids, which protect against CHD. Fish is also low in saturated
fat.
Take advantage of unsaturated fat which can lower blood
cholesterol.
Sugars which are added to manufactured food are called Nonmilk extrinsic sugars, and they can cause tooth decay. Avoid
these foods.
Exercise is important in maintaining a healthy weight.
1.2L of water should be consumed daily to prevent dehydration.
Alcohol intake needs to be minimal to prevent liver damage.
Why are the advice tips
necessary?
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1
2
3
4
TASK
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List ways of reducing fat intake in the
diet. Consider food purchase, food
preparation and cooking.
TASK- reducing fat in the diet
PURCHASING
PREPARATION
COOKING
I.e.. Buy lean mince
beef when shopping
Drain excess fat off
meat
Do not fry in oil.
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3
Food intake tips:
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Produce a PowerPoint presentation
which outlines the dietary guidelines,
and how they can be met.
The management of food
resources
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What factors may affect our food intake? What are some wider
issues?
Time- reliance on convenience foods/ more women working
Equipment- ownership of labour saving devices has increased
Storage- space in fridge?
Financial status- may only be able to afford value brands
Capabilities of cook- lack of skill
Health- inability to shop for food i.e.. elderly
Dietary needs- may have to have certain foods in diet, diabetic,
gluten free.
ACTIVITY 18/19
Sources of information for
services and goods.
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List the different ways that consumers can be informed about
goods and services:
Media consumer reports- which?
TV- panorama, watchdog
Internet
Consumer help lines
Consumer exhibitions- good food show
Advertising
Citizens Advice Bureau
Trading Standards
Office of Fair Trading
Marketing strategies and
methods
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Food products need to be promoted to generate sales and
profits for food retailers. How can this be done? What strategies
do stores use?
All food retailers use some in-store method to promote their
products- BOGOF, reductions, free samples and demonstrations,
product placement, announcements, in-store displays,
packaging- use of persuasive language.
TIPS WHEN SHOPPING:
There are 2 main methods to promote a food product to a
consumer:
Above the line- advertising through independent mediamagazines and TV. More expensive.
Below the line- mail, flyers, packaging. Cheaper.
Methods used to ensure
consumer loyalty
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Loyalty cards- where points can be
collected- money off coupons etc
In store facilities- cafes, toilets,
optician, photo processing service,
pharmacist etc..
Distribution and retailing
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The food chain involves the producer, the processor,
manufacturer and retailer.
Producers are farmers, fruit growers and fisheries.
Processing techniques include washing, peeling (fruit and
vegetables) pasteurising (milk).
Food manufacturers make food and drink products using
processed products (Factory production)
Retailers sell food products to consumers. They can deal
directly with suppliers, processors and manufacturers.
Single sourcing is when one supplier is the main source of a
food or food product for a retailer.
Technological advances in
distribution and retailing;
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Greater availability of food products- ICT/ internet shopping,
importing anytime/EPOS/B2B/purchasing options)
Convenience during shopping- electronic scales/ self scan/ chip
and pin device/ticketing systems/survellaince tags.
Improvements in food safety- temperature sensors in fridges
Faster and efficient methods of transport- ship, plane and lorry
Developments in stock control- bar coding can tell how much of
a product is left in stock and how much needs to be ordered,
RFID, EPC, Smart shelf technology.
Developments in food packaging- Modified Atmosphere
Packaging (MAP), Freeze-drying preserves quality i.e....
Strawberries, coffee. Aseptic packaging- tetra packs for juices
although not recyclable.
Extend the above points using the textbooks.
Technological advances in
distribution and retailing
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Using textbooks pages 157-160, make
notes on the technological advances in
distribution and retailing of food.