Grolier censured

Press, 30 August 1977, Page 25

Grolier censured

PA Hamilton The Consumers’ Institute has again hit the activities of Grolier encyclopedia salesmen and has accused the company of breaking an agreement aimed at avoiding deceptive practices.

The institute began investigating Grolier sales tactics last year when it was claimed that a woman representative had used a “pre-school education survey” to gain entry to several Hamilton homes. “Door to door salesmen of Grolier encyclopedias continue to deceive the public,” the director of Consumers’ Institute (Mr R. J. Smithies) said.

“In their latest ploy a salesman contacts a potential customer on the pretext of carrying out a survey of pre-school education. He then requests a later meeting, with both spouses present, to go over the survey.

“Only at the second meeting does the salesman reveal his true purpose — selling Grolier encyclopedias and related materials which, if purchased as a package, can add up to $534.” Mr Smithies said he was appalled by the tactics — especially since Grolier International, a division of Grolier (NZ), Ltd, — had signed an agreement with the Consumers’ Institute last yar. In the agreement, Grolier had undertaken that its sales representatives would state clearly the purpose of the call — seeking an appointment to

display and demonstrate books and materials.

Mr Smithies quoted part of the agreement: “The use of terms such as ‘market research,’ a ‘survey,’ or any efforts which may be intended to avoid the purpose of the call must not be used.” The Consumers’ Institute was disturbed that Grolier International had not lived up to its word. “We are equally disturbed that certain Grolier representatives have implied that their encyclopedia is rated by Consumer as equal to or better than rival publications on the market.” Using the institute’s name for advertising or promotional purposes was an offence against the Consumer Council Act, 1966, and the institute might be considering a prosecution. “Consumers’ Institute has never given Grolier or any other encyclopedia an acceptable rating — indeed, we have frequently expressed our doubt as to the over-all value for money of such products,” he said. Mr Smithies warned householders to be cautious about callers claiming to be doing surveys. He advised parents to check libraries and reference services as sources of information, before committing themselves to buy door-to-door encyclopedias. Grolier International’s Auckland manager, (Mr J. Rudling) said he regretted that Mr Smithies had felt

it necessary to publicise the incident.

He said he had asked to be informed immediately of any such alleged incidents so that he could check with the representatives concerned. “I do insist they identify themselves,” he said. “If anybody is using this ‘survey’ approach we will get rid of them — they’re doing us harm, and just wasting their time.” Mr Rudling said representatives were not quoting the Consumers’ Institute, but an overseas publication “An Encyclopedia Buying Guide — a consumer guide to general encyclopedias in print” published by the New York firm of R. R. Balker and Company. Representatives must state that there is no connection between this publication and “Consumer,” he said.