The Brief – consumer rights and responsibilities

  • You are 15 years old working in a supermarket called "talkingshop". The shop sells a wide range of products including food and drink (including alcohol), tobacco, DVDs, videos, CDs, lottery tickets and scratch cards, clothing and electrical items.
  • Today you are working on the customer services desk where you deal with customer queries and also deal with the sale of tobacco products and lottery purchases. There are a number of people queuing and they will be asking you some questions about some of the things that they have purchased. These will arrive as messages in your inbox approximately every five to ten minutes – so work quickly – and remember – we are watching you!!!
  • To find out how you should deal with each person’s dilemma, you should research your answers by clicking on the various links (eg. "What is my role in this scenario")
  • You will then need to let “talkingshop” Head Office know how you are going to respond to the customer.
  • “talkingshop” Head Office is your teams “expert” who will help you through this scenario.  Your expert is probably a Trading Standards Officer who deals with these sorts of complaints from customers and traders on a daily basis.
  • All the answers to each customer’s dilemma are within the relevant links so do not expect your “expert” to give you the answers.
  • You will need to send a response for each customer’s dilemma to your “expert” by typing it in the purple message bar at the bottom of the screen.  Please remember to start your response off with the relevant key word that you will be given in each message (eg. CD).
  • If you get stuck and need help from the "talkingshop" Head Office (your “expert”), then you can use one of your three lifelines. You use a lifeline in the same way as you send an answer – by writing a message in the purple message box. Start your message with the word "LIFELINE". "Talkingshop" Head Office will get back to you as soon as possible with a response to your query. This may take a few minutes so don’t hang around. Get on with dealing with another customer or doing some more research.