Consumer Buying Decisions Legal Actions for Consumers Consumer Movement Complaint Process Consumer Rights

100

What is *Government Agencies*
What are federal, state and local governments known as who inform consumers

100

What is *Small Claims Court
What are court systems that involve small amounts

100

What is *Consumer Movement
What is it called when consumers that fight against unfair business practices called and demand fair treatment

100

What is *Contact the place of purchase
What is the first step in the complaint process

100

What is *The right to be informed*
What it means when you have the right to know what the product or service is or what it will do for you?

200

What is *Media Sources*
What are different sources of consumer information that come from print based, internet, and broadcasts.

200

What is *Class Action
What is a legal action by one party on behalf of a group who share the same problem.

200

What is *fraud
When you give false information in order to make a sale

200

What is *Contact the company headquarters
What is the second step in the complaint process?

200

What is *The right to choose*
What it means when you have the right to choose from a variety of goods and services

300

What is *Business Sources
What is a public service that sells goods and services via advertising, product labels, customer service depts. etc

300

What is *Arbitration
What is a decision that results in legal binding

300

What is a*Guarantee
What is a promise given by a manufacturer or dealer that a product is of certain quality

300

What is *Involve a consumer agency
What is the 3rd step in the complaint process?

300

What is *The right to remedy
What are the laws designed to provide assurances that consumers can seek legal remedy when a problem happens

400

What is the* Product Testing Organization
What organization test products and services for the benefit of consumers and business

400

What is *Mediation
What is a third party that may be used to settle consumer differences

400

What is *Express Warranty*
What is a statement made orally or in writing and promises a specific quality of performance

400

What is *Take legal action
What is the 4th step in the complaint process

400

What is *The right to be heard
What does it mean when you have a customer service dept to hear the concerns/complaints of customers.

500

What is * Customer Feedback
What is an often used information source that is also considered word of mouth

500

What is *Legal Actions
What consumers or business can take when a problem isn't resolved

500

What is *Implied Warranty
What are some guarantees that are not written and imposed by law?

500

What is *Class action suits, small claims court and hiring a lawyer
What are some third parties that help to dispute resolutions

500

What is *The right to safety
When consumers have a right to be free from harm associated with using products or services

Chapter 15

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