The underlying feature of customer service is the provision of clear and accurate information relating to the goods and services you supply and although it is not always necessary to enter into a written contact with the customer regarding the products and services your company supplies, you, on behalf of your company always enter into a verbal contract with the client.
Each time you discuss a product or service with a customer you become responsible for providing and agreeing specific information: for services this may include a time when the service will take place and a price for the complete service; For a product this may include the price and product availability these are known as the express terms.
Implied terms on the other hand, are the unquestionable basic qualities of the product or service. Would you consider selling a product to your client that was of inferior quality? Would you mis-describe a product to a customer just to get a sale? Would you sell a service to a customer knowing full well that the service will not achieve the customer’s desired results?
The implied terms describe a basic level of trust between the vendor and the customer: visit the Trading Standards Institute website for more information.
Activity 2
Sometimes it can be difficult to distinguish between express and implied terms. Take a look at each of the videos below and decide whether they describe express or implied terms of sale.
A customer phones to make an appointment for a hair treatment, she wants to know what time she can come and how long the treatment will take. Is this an express term or implied term or both?
A customer wants to purchase a hair product that is out of stock, he would like to know when he will be able to buy the product. Is this an express term or implied term or both?
A bride-to-be wants to know about suitable bridal hairstyles and what hair adornments she would have to provide. Is this an express term or implied term or both?
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