Selling as a Profession
Sales Management Ethics in SellingCompiled & Presented
By:Anuj SharmaText Book: Fundamentals of Selling Customers for life
through services by Charles M. Futrell (12th Edition)Pre-Class
Reading Chapter 3Presented to the students of Tolani Institute of
Management Studies
We all face Ethical Dilemmas2Found a bag full of money on the
road, would you keep it?
Do you tell your teacher that you are sick to bunk lectures?
Are you using the company car for personal work?
While splitting a Dabeli with your friend do you take the bigger
half?
Ethics is what you do when no one is looking.George Bernard
Shaw3
Ethics must begin at the top of an organization. It is a
leadership issue and the Chief Executive must set the
example.Edward Hennessy4
Managements Social Responsibilities5Distinguishing right from
wrong & doing the right thing.
Being a good corporate citizen.
Responsibility towards their stakeholders
Who are the stake holders?6CCC GOMES
What are the Responsibilities?7
What influences Ethical Behaviour?8Individual InfluencesAn
individuals personal moral and ethical values.
Organizational InfluencesIntegrity of top management &
managers.
Levels of Moral development9
Level 1:Principled What is the right thing to do?Level
2:Conventional What am I legally required to do?Level
3:PreConventional What can I get away with?
Level 2Level 3Level 1
But everyone is doing it, that makes it right, right?!10
Wrong is wrong even if everyone is doing it; Right is right even
if no one is doing it.
~ Augustine of Hippo
Three Guidelines for making Ethical Decisions11Never
changing.
Fixed point of reference.Correct action to take in any situation
and never gets tailored to fit an occassion.
Separate from you.Otherwise you will be changing the rules based
upon your interest.
What is ethical behaviour?12Being honest and
truthful.Maintaining confidence and trust.Following the
rules.Conducting yourself in the proper manner.Treating others
fairly.Demonstrating loyalty to company and associates.Carrying
your share of the work & responsibility with 100 percent
effort.
Many companies & their salespeople get into trouble by
making the mistaken assumption that if its not illegal, it must be
ethicalEthics are not necessarily to do with being law-abiding. I
am very interested in the moral path, doing the right thing.~Kate
Atkinson13
Ethics in dealing with Salespeople14Level of sales
pressureShould a manager establish a performance goal that he knows
his salesperson has a 50-50 chance of attaining?If the
circumstances change in the salespersons territory should the
manager lower sales goals?Decisions affecting territoryCompany
increases territories by splitting them a salesperson might have
spent years building the territory only to have customers taken
away.Company reduces number of territories putting pressure on
sales force. Key accounts made into house accounts.Tell the
truth?Not promotable. Marginal Performers. Transfer to poorest
territory.The ill salespersonOnce the illness has a negative effect
on business, take out the salesperson?Employee RightsUnder what
condition can the salesperson get fired?Privacy of their employment
records.Prevent sexual and racial harassment.
Salespeoples Ethics in Dealing with their Employers15Misusing
company assetsMoonlightingCheatingAffecting other
salespeopleTechnology theft
Ethic in dealing with customers16Bribes
Misrepresentation
Price Discrimnation
Tie-in Sales
Exclusive Dealership
Reciprocity
Sales Restrictions
Staying Legal17Understand the difference between sales puffery
(opinions) and statements of fact.Educate the customer before
making a sale about specific qualities of the product.Be accurate
when describing a products capabilities.Know the technical
specifications of the product.Avoid making exaggerated claims about
product safety.Know the laws regarding warranties and
guaranties.Capabilities & characteristics of your products
& services.Keep current on all design changes &
revisions.Avoid offering opinions when customer asks about specific
results without proper tests or evidence.Never overstep
authority.
Managing Sales Ethics18Follow the leaderLeader selection is
importantEstablish a code of ethicsCreate ethical
structuresEncourage whistle-blowingCreate an ethical sales
climateEstablish control systems
My advice to you...19If you want to decide if something is
ethical or not, just follow these three rules:
Rule No. 1:Use your common sense
Rule No. 2:When in doubt, dont
Rule No. 3:If all else fails, refer to Rule No. 1
And most importantly...20
Do not exchange your dignity for popularity.~ Dr. Steve
Maraboli
Thank You!!!21GrazieGraciasDomo
ArigatoMerciDankeObrigadoMahalo
