Consumer Education

Consumer Education

True or False?

Activity to teach learners about consumer rights when buying goods in different circumstances, by answering true or false to a series of questions on illustrated cards. Includes answers.

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Buying and selling: Unit 1 Activity 3 True or false?

This document provides activities to use with learners/ participants/ service users; the material has been written to include education focuses on literacy, numeracy, functional skills and English for speakers of other languages within a formal education setting. However if you wish to use the activities within an informal group or as part of an awareness raising campaign you will only need p5 onwards.

Learning resources are not designed for tutors/ educators to advise their participants on specific cases; where necessary participants should be directed to the appropriate advice agency.

Unit/ Activity focus / Consumer education objectives / Literacy, language and numeracy objectives / Literacy curriculum refs / ESOL curriculum refs / Key/ Functional Skills refs
Read and discuss factual information on consumer rights and responsibilities / Understand and apply some key concepts in relation to consumer rights and responsibilities
Build confidence in returning faulty items via role play and discussion
Find out where to get information, support and advice with consumer problems / Clearly and appropriately express facts, requests and ideas on consumer issues
Use a range of strategies to read and understand texts in different formats relating to consumer rights and responsibilities / AL SLc/L1.3
AL SLd/L1.1
AL Rt/L1.1
AL Rt/L1.5
AL Rw/L1.2 / AE Sd/L1.1 AE Sd/L1.3
AE Sd/L1.2 AE Sd/L1.4
AE Rt/L1.1 AE Rt/L1.4
AE Rt/L1.2 AE Rt/L1.5
AE Rt/L1.3 / KS C1.1
FS Sp&List L1
KS C1.2
FS Reading L1
Extension activities:
Create and discuss own scenarios for true or false situations
Participate in discussions about real-life situations / Apply some key concepts in relation to consumer rights and responsibilities / Express key points clearly in writing
Participate in discussion / AL Wt/L2.1 AL Wt/L2.4
AL Wt/L2.2 AL Wt/L2.5
AL Wt/L2.3 AL Wt/L2.6
AL Wt/L2.4 AL Wt/L2.7
AL SLd/L2.1 AL SLd/L2.4
AL SLd/L2.2 AL SLd/L2.5
AL SLd/L2.3 / AE Wt/L2.1 AE Wt/L2.5
AE Wt/L2.2 AE Wt/L2.6
AE Wt/L2.3 AE Wt/L2.7
AE Wt/L2.4 AE Wt/L2.8
AE Sd/L2.1 AE Sd/L2.4
AE Sd/L2.2 AE Sd/L2.5
AE Sd/L2.3 / KS C2.3
FS Writing L2
KS C2.1
FS SP&List L2
RESOURCES AND PREPARATION
BS U1 Activity 3a True or false?: copy, laminate and cut up into double-sided cards – one set for each group
BS U1 Activity 3b True or false? Answer record: one for each learner
Extension activities: card, scissors, internet access
LITERACY FOCUS

SUGGESTED PROCEDURE

·  Set the context by asking learners a True or False? question based on the previous activity e.g. If you bought a new TV which was faulty, the seller could refuse to give you a refund and just offer you a credit note instead (Answer: False).

·  Divide learners into groups and give each a set of BS U1 Activity 3a True or false? activity cards. Explain that they need to discuss and sort each statement under the True or False headings and then self-check using the answers on the reverse of the cards.

·  Check understanding and ask learners what they would say to the trader, salesperson, manager or customer services manager for some of the True/False situations e.g.

–  You take an unused faulty item back to the shop and the manager tells you that it is not his/her responsibility and you need to contact the manufacturer.

–  You take an unused faulty item back to the shop and the manager tells you that he/she will only give you a credit note.

–  You take a used faulty item such as a kettle back to the shop, where you bought it. It stopped working after only three weeks, and the manager tells you that because you have used it, he/she cannot give you a replacement or a refund.

·  Build up a few example structures on the board e.g.

–  I know that under the Sale of Goods Act I am entitled to……

–  According to the Sale of Goods Act, products should be……

–  If you will not ……….., I will have to take this matter to the local Trading Standards department.

·  Elicit suggestions on what to do or say if the vendor makes excuses in order to try and avoid his or her responsibility e.g. persevere, stay calm, repeat your request, clearly state what you want to happen.

·  Divide learners into pairs and ask each pair to choose their own scenario to role play. Explain that:

–  The person playing the vendor, trader, salesperson, manager or customer services manager has to try and make excuses not to give a refund or replace the item.

–  The customer has to clearly and calmly show that he/she is fully aware of his/her rights and will take further action, if necessary.

–  Each role play needs to be one minute maximum.

–  Each learner has to try out each role i.e. the trader/salesperson one time, and the customer the next.

·  Learners who are willing can perform their role play to the whole group. Ask for constructive feedback and use this as the basis for a whole class or small group discussion on how it felt playing each role and the importance of being clear, informed and assertive.

·  Give learners a copy of BS U1 Activity 3 True or false? Answer record.

Ideas for Level 2 and/or extension activities
Learners use their own research to produce more True/False activity cards and play True or false? with new cards.
If learners themselves, or anyone they know, presently has a consumer-related issue, ask them to tell the story to the group, omitting names, if appropriate. In small groups, learners choose one or two of these scenarios to undertake further research on this, using websites from the BS U1 Activity 3 True or false? cards. Encourage the groups to select different consumer scenarios i.e. not all taking an item back to a shop. Explain that they need to:
–  establish the rights and responsibilities for both the customers and traders in each situation
–  make a note of any useful websites and web addresses used.
–  Groups then present their findings to the whole group, compare and discuss their findings for each scenario with the whole group.

Buying and selling:

Unit 1 Activity 3a True or false?

TRUE or FALSE?
1. The manufacturer, not the seller, is
responsible if goods are not as described, fit
for purpose or of satisfactory quality.

TRUE or FALSE?
2. You buy a new washing machine and a
fault develops after nine months. It is too
late to make a claim.

TRUE or FALSE?
3. You buy a pair of shoes which wear out after
two months. The seller has not met your request
for a repair or replacement. You can still demand
a refund.

Buying and selling:

Unit 1 Activity 3a True or false?

FALSE
1. It is the seller, not the manufacturer, who has entered into the contract with you. Therefore the seller is responsible if the goods are not of satisfactory quality. For advice and information visit the Citizens Advice consumer service at www.adviceguide.org.uk and search ‘Consumer rights’ or call the helpline on .
FALSE
2. If you have reasonable grounds for complaint that the item
was not of satisfactory quality, you have a right to make a
claim from the seller for up to 6 years after you bought it.
If the seller refuses to help, you can claim through the courts. The claim could be for repair, replacement, partial refund, price reduction or other compensation. For advice and information
visit the Citizens Advice consumer service at www.adviceguide.org.uk and search ‘Consumer rights’ or call the helpline on 03454 04 05 06
Welsh language: 03454 04 05 05.
TRUE
3. If the seller doesn’t provide a repair or replacement, and you have left it too late to request a full refund, you can still ask for a refund, although the seller may ask for a reduction to take account of the use you have had from the goods. For advice and information visit the Citizens Advice consumer service at www.adviceguide.org.uk and search ‘Consumer rights’ or call the helpline on 03454 04 05 06 Welsh language: 03454 04 05 05.

Buying and selling:

Unit 1 Activity 3a True or false?

TRUE or FALSE?
4. If a shop displays a sign stating that they
do not give refunds, they are likely to be breaking the law.

TRUE or FALSE?
5. You buy something from a salesperson
you invite to your home. You have the same
cancellation rights as when they call uninvited.

TRUE or FALSE?
6. You can stop salespeople calling you by
telephone, by registering with
the Telephone Preference Service.

Buying and selling:

Unit 1 Activity 3a True or false?

TRUE
4. If a shop displays a sign stating that they only give credit notes, not refunds, they are likely to be breaching the Consumer Protection from Unfair Trading Regulations 2008 and committing an offence. Contact the Citizens Advice consumer service at www.adviceguide.org.uk or call the helpline on 03454 04 05 06 Welsh language: 03454 04 05 05 for advice and information on your rights.
TRUE
5. Where a consumer enters into a contract at home
for a price over £42, they have a right to cancel the contract within 14 days. This right exists under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, although some contracts are excepted from this. Contact the Citizens Advice consumer service at www.adviceguide.org.uk or call the helpline on 03454 04 05 06 Welsh language: 03454 04 05 05 for advice and information.
TRUE
6. You can stop salespeople calling you on the phone by registering with the Telephone Preference Service.
Call 0845 070 0707.

Buying and selling:

Unit 1 Activity 3a True or false?

TRUE or FALSE?
7. You always need the receipt when you
take something faulty back.

TRUE or FALSE?
8. Both a guarantee and a warranty
(or extended guarantee) are legally binding.

TRUE or FALSE?
9. You are entitled to your money back
if you have damaged something you bought,
or simply changed your mind about wanting it.

Buying and selling:

Unit 1 Activity 3a True or false?

FALSE
7. You do not need the receipt when you take something faulty back. Other evidence such as a bank or credit card statement is also proof of purchase. For advice and information:
· Contact the Citizens Advice consumer service at www.adviceguide.org.uk or call the helpline on 03454 04 05 06
Welsh language: 03454 04 05 05.
TRUE
8. Guarantees and warranties (or extended guarantees) are both legally binding. Both offer protection such as repair and/or replacement of faulty products. Guarantees are usually free but you usually pay for a warranty (or extended guarantee). Guarantees don’t affect your consumer rights but making a claim on an extended guarantee can. For advice and information:
· Contact the Citizens Advice consumer service at www.adviceguide.org.uk or call the helpline on 03454 04 05 06 Welsh language: 03454 04 05 05.
FALSE
9. You are not entitled to your money back if you have damaged something you bought or simply changed your mind about wanting it. However, some shops do offer a returns policy for unused items. For advice and information contact the Citizens Advice consumer service at www.adviceguide.org.uk or call the helpline on 03454 04 05 06 Welsh language: 03454 04 05 05 .

Buying and selling:

Unit 1 Activity 3a True or false?

TRUE or FALSE?
10. A shop can put a notice in the window saying
‘Closing down sale’ even if it’s not closing down.

TRUE or FALSE?
11. A salesperson calls at your home uninvited or because you invited them. You ask them to
leave but they don’t have to go.

Buying and selling:

Unit 1 Activity 3a True or false?

FALSE
10. Traders are banned from claiming that they are having
a closing down sale if they aren’t about to stop trading or
move to a different address. This ban applies under the
Consumer Protection from Unfair Trading Regulations 2008. You are not entitled to a refund or replacement for items you have bought. To help avoid it happening to others,
you can report it to your local Trading Standards Service.
FALSE
11. The Consumer Protection from Unfair Trading Regulations 2008 (CPRs) ban salespeople from ignoring a customer’s request to leave their home. The ban applies whether a salesperson calls at your home uninvited or you invite them. It may help to prevent the same thing happening to others if you report it to your local Trading Standards Service.
TRUE
FALSE

Buying and selling:

Unit 1 Activity 3b True or false? Answer record

True or false? Answer record

1. FALSE

It is the seller, not the manufacturer, who has entered into the contract with you. Therefore the seller is responsible if the goods are not of satisfactory quality. For advice and information visit the Citizens Advice consumer service at www.adviceguide.org.uk and search ‘Consumer rights’ or call the helpline on 03454 04 05 06

Welsh language: 03454 04 05 05

2. FALSE

If you have reasonable grounds for complaint that the item was not of satisfactory quality, you have a right to make a claim from the seller for up to 6 years after you bought it. If the seller refuses to help, you can claim through the courts. The claim could be for repair, replacement, partial refund, price reduction or other compensation. For advice and information visit the Citizens Advice consumer service at www.adviceguide.org.uk and search ‘Consumer rights’ or call the helpline on 03454 04 05 06 Welsh language: 03454 04 05 05.