CONSUMER RELATIONS.

Slides:



Advertisements
Similar presentations
Personal Finance 5.01 How do the rights and responsibilities of consumers affect the buying experience?
Advertisements

Introduction to Business and Marketing. Objectives Describe seven protections that are included in the Consumer Bill of Rights Describe the responsibilities.
Social, Ethical, and Regulatory Aspects of Advertising and Promotion
Advertising and Sales Promotion ©2013 Cengage Learning. All Rights Reserved. Chapter 13.
Consumer Rights and Responsibilities. Safety Right to safety –Products must not endanger consumers’ lives or health Responsibility to use products safely.
© 2009 South-Western, Cengage LearningMARKETING 1 Chapter 2 SOCIALLY RESPONSIVE MARKETING 2-1The Impact of Marketing 2-2Criticisms of Marketing 2-3Increasing.
Laws and Agencies that Provide Financial Safeguards Consumer Protection.
Social, Ethical, and Regulatory Aspects of Advertising
16 Chapter Consumer Protection Pressures to Promote Consumer Interests
Consumer Protection Agencies Introduction to Business & Marketing.
Copyright © 2001, Prentice Hall, Inc. CHAPTER 18.
CH Established in 1962 by president John F Kennedy Originally a set of 4 rights (3 more were added later) CONSUMER RIGHT = CONSUMER RESPONSIBILITY.
Social, Ethical, & Regulatory Aspects of Advertising 4.
Rights, Responsibilities, and Resolutions
Copyright © 2001, Prentice Hall, Inc. CHAPTER 19.
Chapter 6 legal and ethical issues Section 6.1 Government and Laws
Introduction to Business © Thomson South-Western ChapterChapter Consumers in the Global Economy Consumer Buying Decisions Consumer Rights.
Consumer Relations Lecture # 13.
Entrepreneurship Mr. Bernstein Handling Government Regulations, pp October 20, 2014.
© 2012 Cengage Learning. All Rights Reserved. Principles of Business, 8e C H A P T E R 15 SLIDE Consumer Buying Decisions Consumer.
Government role & Consumer Rights CIVICS CE. 13b&c&e Mrs. Kozlik.
5.01 Students will be able to understand the rights and responsibilities of consumers.
What is a brand?  A word or name that helps the consumers distinguish one product from another.
Part 6—Managing Your Income
NS 440 LEGAL AND REGULATORY ENVIRONMENT IN FOOD PRODUCTION SPRING YOUNTS DAHL, MS PHD INSTRUCTOR Unit 5: Policy Considerations in Food Regulation.
WHITE COLLAR CRIME Lecture 12: Policing and Regulating White Collar Crime.
OTHERWISE KNOWN AS SEXY PR CONSUMER RELATIONS. The Consumer Class Who they are They eat highly processed food They desire bigger houses and better cars.
Keeping Consumers Safe The Role of Government in Consumer Product Safety Written by Dallas Duncan and Dr. Frank B. Flanders June 2010.
What’s your role?.  Profit Motive  Open Opportunity- everyone can compete in the market place  Legal Equality- everyone has the same legal rights 
Consumer Education JEOPARDY! Get ready to play… Consumer Education JEOPARDY! 1.The room will be divided into two groups or teams. 2.Each side will take.
For use only with Perreault and McCarthy texts. © The McGraw-Hill Companies, Inc., 1999 Irwin/McGraw-Hill Chapter 4: Evaluating Opportunities in the Changing.
CONSUMER RELATIONS.
The purpose of this presentation is to help consumers understand the rights & responsibilities of buyers and sellers under consumer protection laws, as.
CHAPTER 8 Consumer Relations.
Chapter 4: Evaluating Opportunities in the Changing Marketing Environment.
Intro to Business, 7e © 2009 South-Western, Cengage Learning SLIDE1 CHAPTER Consumer Buying Decisions Consumer Rights and Responsibilities.
Consumers & The Economy. Economic Roles Consumer: Someone who uses goods and services. Worker: Producer of goods or provider of services Citizen: Votes,
Lesson 9 Introduction of Consumer and Legal Awareness.
Personal Finance Chapter 12. © EMC Publishing, LLC Consumer Awareness Consumer Movement Began in the late 1800s – Meatpacking plants – The Jungle.
Back to Table of Contents pp Chapter 24 Protecting Consumers.
5.4 Notes  comparison shopping – accessing information, comparing products, evaluating their benefits, and choosing products that offer the best value.
Chapter 19 Lesson 1 Personal Finance. Consumer Rights  As a consumer you have many rights.  Consumerism is a movement to educate buyers about the purchases.
Agencies of the Executive Branch Decisions made by any agency of the Executive Branch are considered an executive order and have the power of LAW!!!
Consumer Law and Agencies Chapter 32 Section 1 Part 2.
Good Afternoon! 9/11/13 Today we are: –Discussing consumer rights and responsibilities Consumer Obligations Next class: –Comparison shopping – ideas? Tuesday:
Role of Government. Antitrust Legislation Trusts- legally formed combinations of corporations.
Standard 3 Objective 4 Describe the rights and responsibilities of buyers and sellers under consumer protection laws.
Vocabulary 6 rights of consumer Expressed Warranty Implied Warranty Guarantee As is FTC 6 rights of consumer Expressed Warranty Implied Warranty Guarantee.
5.01A - Students will be able to understand the rights and responsibilities of consumers.
Agencies and Sources of Assistance CONSUMER PROTECTION.
© 2012 Cengage Learning. All Rights Reserved. Objective 2.05 Understand responsible actions for conducting business. SLIDE 1 Objective 2.00 Understand.
Part 7 Business and the Consumer
Consumer Economics Chapter 5
Federal Agencies and Laws for Consumer Rights
6.1 Government and Laws.
Customized by Professor Ludlum November 29, 2016
LEGAL AND ETHICAL ISSUES
Archie B. Carroll Ann K. Buchholtz
ALL ABOUT THE FTC By: Brandon Baldwin.
Objective 5.00 Understand Consumer Rights, Responsibilities and Information A Students will be able to understand the rights and responsibilities.
Branding Elements and Strategies
Chapter 3 Does advertising create needs?
Lesson /29/2018 LESSON 5.1 CONSUMER INFORMATION
Consumer Safety.
Competencies Define consumer terms.
Chapter 10 Consumer Power. Chapter 10 Consumer Power.
Branding Elements and Strategies
Management & Society MGT 3800 Communications Intensive Course
CONSUMER RIGHTS CIVICS CE. 13E MR. COLLINS & MRS. KOZLIK.
Chapter 10 Consumer Power. Chapter 10 Consumer Power.
Presentation transcript:

CONSUMER RELATIONS

Consumer Relations The purpose of consumer relations is to satisfy, safeguard, enhance, monitor, and be responsive to consumers to remain profitable yet sensitive to the needs of consumers.

Preview of Coming Attractions… Consumer Relations Ombudsperson Consumer Movement Agencies Activities

Consumer Relations Objectives Building sales Keeping old customers Attracting new customers Marketing new items or services Expediting complaint handling Reducing costs

Facts and….. Bugs….. Only 4% of dissatisfied customers will ever complain. Of those that don’t complain, chances are they will not repurchase. Historically, dissatisfied customers were handled with a “bedbug letter” named for the day when letters to the railroads complained about bedbugs in sleeper cars. These complaints were handled with a form letter, prewritten in response.

Ombudsperson Why are they needed? What do they do? Help the consumer feel confident and influence the organization’s behavior to improve product and/or service What do they do? Investigate complaints, monitor difficulties with products or quality

Bedbug Letter

Consumer Movement History --1872 first legislation to protect consumers against corporate abuses. Early l920’s-30’s consumers were protected from abuses in manufacturing. Consumer Bill of Rights established in the l960’s which said consumers have the right to safety, to be informed, to choose, and to be heard.

Question How have consumers recently fought back? This was the common response: ”It is so frustrating, they always call during dinner.” Hint: FTC logged 1,000 computer hits per second and 100 calls per second Answer: No Call list for Telemarketing

Federal Consumer Agencies The government attempts to protect consumers against abuse, key agencies include: Justice Dept. Federal Trade Commission FTC Food and Drug Administration FDA Consumer Product Safety Commission Office of Consumer Affairs

Consumer Activists Primary role is to keep companies honest by informing the public and evaluating products. Consumers’ Union formed in l936 publishes Consumer Reports Consumer Federation of America formed in l967 to unify lobbying efforts for pro-consumer legislation. The Internet has helped with a wealth of information to consumers

Exercise Choose a category from the Internet site Yahoo! Boycott Board which lists actions being taken against organizations and report on it. Why was the action taken? What improvements have they made to date?

How does Business Get the Message? If they want cha-ching they need to— (You complete the list) 1. 2. 3.

Question…. Who is considered the founding father of the consumer movement in the U.S.? Hint: He had a good system going for voting in the last election, in addition to being the Guru of the consumer movement. Ralph Nader

Question….How good are you at movie trivia? Name the film in which Russell Crowe played a whistle blower for the tobacco industry, leading to positive changes for consumer’s health. Hint: He wasn’t outside, he was…. Answer: The Insider

Question—Can You Top This? What is your best dissatisfied customer story? Can you win bragging rights in your class?

Question What type of content material should be added to a web site that addresses consumer relations? Provide reasons why your ideas would work.