Professional Salesmanship-Chap03.ppt

8/12/2019 Professional Salesmanship-Chap03.ppt

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FUNDAMENTALS OF SELLINGCustomers For Life Through Service

13th

Edition

Charles M Futrell


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Chapter

3

Ethics FirstThen

Customer Relationships

Chapter

3


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Chapter

3

3-3


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3-4

What Influences Ethical Behavior?

The Individuals Role

Level one: Preconventional acts in own best interest

A few operate here

Level two: Conventional upholds legal laws Most people operate here

Level three: Principled lives by own code

Less than 20% reach level three

The Organizations RoleAt best, most employees in firm operate at level two

How will the situation be handled if no policies andprocedures are in place?


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3-5

Exhibit 3.4: What Is Your Level of

Moral Development?

Preconventional- What can Iget away with?

Conventional - What am Ilegally required to do?

Principled- What is the rightthing to do?


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Exhibit 3.5: Moral Development Bell

Curve


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Are There Any Ethical

Guidelines? What Does The Research Say?

American adults said by a 3-to-1 margin that

truth is always relative to a persons situationPeople are most likely to make their moral and

ethical decisions based on: whatever feels right or

comfortable in a situation


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How Do You Make Your Moral-Right

or Wrong Choices? (Choose One) Whatever will bring you the most pleasing

or satisfying results

Whatever will make other people happy orminimize interpersonal conflict

Values taught by your family

Primarily from religious principles andteaching or Bible content

Other


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Are There Ethical Guidelines?

What Does One Do?

What if you found a bank bag containing

$125,000? Would you return it to the bank?Is it fear of being caught?

Not the right thing to do?


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Out of class, is it okay to copysomeone elses homework

assignment?What keeps you from cheating on an

exam when the professor is out of theroom?Is it fear of being caught?

Not the right thing to do?


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Is Your Conscience Reliable?

We all have an internal constant standard

with which we measure right and wrong, amoral compass

Most of us know we should return the$125,000 and not copy someoneshomework

But what would we actually do?


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Is Your Conscience Reliable? (Contd)

If a persons values are at Level 2, they

may make decisions based on the situationand what others say and do.

Usually people rationalize their decisions; Ill

only copy the homework this one time. Many people are so accustomed to doing

things unethically that they think nothingabout it.


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Sources of Significant Influence

Do factors influencing our decisions include

your friends, family, or things you see ontelevision or in the movies?

Barna has found that the leading influenceson American ethics are movies, TV, theInternet, books, music, public policy, law,and family


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To Have Ethical Guidelines You

NeedA point of reference that:

Is fixed so that no one can change it

Is separate from youNo one else may influence


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The Fixed Point of Reference

Must Be: Right whether people:

Believe it or not

Like it or notKnow about it or not


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How Do You Know If What

Someone is Saying is True or Not? Can it be a moral and ethical standard?

There is no way for you to know if what I

am saying is true unless you know what isthe truth

And there is no way to know what is the

truth unless there is a truth you can know


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Exhibit 3.6: What Is a Fixed Point of

Reference? Stars can be used for navigation because

they are a fixedpoint of reference separate

from you that no one can influence


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Will The Golden Rule Help?

The Golden Rule concept is present invirtually all faith-based principles

The Golden Rule does not involve

reciprocity Could the Golden Rule serve as a

universal, practical, helpful standard for the

businesspersons conduct? Would you consider your faith a fixed point

that is separate from you and never

changes?


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3-19

Exhibit 3.7: Examples of World ReligionsWhich Embrace the Golden Rule

Hindu- Do naught unto others what youwould not have them do to you.

Confucius - Do not do to others what you

would not like yourself. Buddhist- Hurt not others in ways that

you yourself would find hurtful.

Rabbi Hillel- That which is hateful to youdo not do unto your neighbor.

Jesus Christ- Do to others as you wouldhave them do to you.


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What Do You Use For a MoralCompass?


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3-21

Managements Ethical

Responsibilities Ethics is the code of moral principles and

values that govern the behaviors of a

person or a group with respect to what isright or wrong

Ethical behavior refers to treating othersfairly


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What is an Ethical Dilemma?

A situation in which each alternative choiceor behavior has some undesirable elements

due to potentially negative ethical orpersonal consequences


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Ethics in Dealing with Salespeople

Five ethical considerations faced by salesmanagers:

Level of sales pressure

Decisions affecting territory

To tell the truth?

The ill salesperson

Employee rights termination-at-will

privacy

sexual harassment


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Benefits of Respecting EmployeesRights

More productive employees

Attracting good sales personnel

Reducing legal costs Reducing wage increase demands


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3 25

Salespeoples Ethics in Dealing withTheir Employers

Misusing company assets

Moonlighting

CheatingAffecting other salespeople

Technology theft


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3 26

Ethics in Dealing with Customers Bribes Misrepresentation

Price discrimination Robinson-Patman Act Selling the same quantity of the same product to different

buyers at different prices

Tie-in sales To buy a particular line of merchandise, a buyer may be

required to buy other, unwanted products.

Clayton Act


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Ethics in Dealing with Customers

Exclusive dealership

Reciprocity

Buying a product fromsomeone if the personor organization agreesto buy from you

Sales restrictions

Cooling-off laws

Green River ordinances


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The International Side of Ethics

Guidelines for conducting internationalbusiness may be different or even

nonexistent Despite laws in other countries, U.S. firms

are subject to U.S. laws

It is important to keep up to date on the lawand be aware of how authorizedrepresentatives are conducting business


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Managing Sales Ethics

Follow the leader

Leader selection is important

Establish a code of ethics Create ethical structures

Encourage whistle-blowing

Create an ethical sales climate

Establish control systems


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Helpful Hints to Making CareerDecisions

Your employer should provide worthwhileproducts

You should be able to do what is right

You do not have to compromise yourbeliefs

People go before anything else

Good people are desperately needed in alltypes of businesses/organizations

Look for a calling, not a job*


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Do Your Research to Find an Ethical/MoralEmployer. Is the Employers...

Mission to serve?

Vision based upon the Golden Rule?

Values based upon integrity, trust, andcharacter?

Foundation based upon service?

Cornerstone love of people?


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Exhibit 3.10: What Do You Look forin an Employer?

Exhibit 3 11: The Tree of Business


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Exhibit 3.11: The Tree of Business

Life

TT T

T T T TT T T T

Builds

Relationships

The Tree is rooted in: Integrity: being honest andwithout compromise or corruption

From integrity flows confidencethat one can trustthe other

Integrity and trust form theattributes often referred to ascharacter

Framed by: Ethical Service that Builds True

Relationships

Shown with Ts standing for: Truth: facts needed to make

ethical and moral decisions


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Golden Rule + Tree of Life

Measure the growthof your Business Treeof Life with yourGolden Rule of

Personal Selling.

TT T

T T T TT T T T

Builds

Relationships


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Ethics Rule Business

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