Chapter 3 Ethical issues in selling

Question 1

are the principles governing the behavior of an
individual or group.

Answer 1

Ethics

Question 2

this principles establish appropriate behavior
indicating what is right and wrong.

Answer 2

Ethics

Question 3

defining the term is easy, but determining
what the principles are is difficult.

Answer 3

Ethics

Question 4

what one person thinks is right another may
consider wrong.

Answer 4

Ethics

Question 5

creates conflict toward each other

Answer 5

Personal, Company and Customer Needs

Question 6

to maintain good
relationships with their companies and
customers, salespeople need to have a clear
sense of right and wrong so that their
companies and customers can depend on them
when questionable situations arise.

Many companies have codes of ethics for their
salespeople to provide guidelines in making ethical
decisions.

Answer 6

Company Policies -

Question 7

people acquire
their values and attitudes about what is right
and wrong from the people they interact with
and observe.

Answer 7

Values Significant to others –

Question 8

SELLING ETHICS AND RELATIONSHIPS

Answer 8

Relationship with customers

Relationship with the Salesperson’s
Company

Relationship with colleagues

Relationship with competitors

Question 9

deliberately presenting inaccurate
information, or lying, to a customer is illegal.

Answer 9

Deception

Question 10

are payments made
to buyers to influence their
purchase decisions
confidential information
will not trust the
salesperson, who will then be denied access information needed to make an effective sales
presentation.

Answer 10

Bribes

Question 11

– are payments made to buyers
based on the amount of orders placed.

Answer 11

Kickbacks

Question 12

_________________ may be illegal –
determining gifts and entertainment
activities are acceptable and which are not
brings up ethical issues.

Answer 12

Bribes and kickbacks

Question 13

Check your motives for gift giving. The gift should be given foster a mutually ________, _________ , not to obligate or pay off the customer for placing an order.

Answer 13

beneficial,
long-term relationship,

Question 14

Make sure the ______does not violate the customer’s or your firm’s policies.

Answer 14

gift

Question 15

The safest gifts are __________ business items
imprinted with the salesperson’s company’s
name or logo.

Answer 15

inexpensive

Question 16

– Some customers try to take advantage of their status to get special treatment from salespeople.

Answer 16

Special Treatments

Question 17

offering information about a customer’s competitor in
exchange for an order is unethical.

Answer 17

Confidential Information

Question 18

– salespeople engage in ______________ when they ignore the purchasing agent’s policy, go around his or her back, and contact other people directly involved in purchasing decisions.

Answer 18

Backdoor selling

Question 19

– many companies provide their salespeople with cars and reimburse them for travel and entertainments expenses.

In using the company’s ________________, you
should act as though you are spending your own money.

Answer 19

Expense Account

Question 20

– to monitor work activities, many
companies ask their salespeople to provide daily call reports.

Answer 20

Reporting Work-Time Information and
Activity

Question 21

the ethical approach to leave a job includes the ff:

Give ample notice. If you leave a job during a busy
time and with inadequate notice, your employer
may suffer significant loss sales opportunities.

Offer assistance during the transition phase. Help
your replacement learn about your customers and
territory.

Don’t burn your bridges. Don’t say things in anger
that may come back to haunt you. Remember that
you want to return to the company or ask the
company for a reference in the future.

Answer 21

Switching Jobs -

Question 22

– includes unwelcome
sexual advances, requests for sexual favors, jokes, graffiti and physical conduct.

Answer 22

Sexual Harassment

Question 23

Customers as well as ___________ can sexually harass salespeople.

The ff are some
suggestions for dealing with sexual harassment
from customers:

Don’t become so dependent on one customer that
you would consider compromising your principles
to retain the customer’s business. Develop a large
base of customers and prospects to minimize the
importance of one customer.

Answer 23

co-workers

Question 24

Tell the harasser in person or write a letter stating that the behavior is ___________, is
_______________, and must be stopped. Clearly indicate that you are in control and will not be
passive.

Answer 24

offensive
unacceptable

Question 25

Utilize the sexual harassment _______ of your firm and your customer’s firm to resolve problems.

These policies typically state the procedure for filing a ________, the person responsible for investigating the
complaint, the time frame for completing
the investigation, and the means by which the parties will be informed about the resolution.

Answer 25

policies
complaint

Question 26

– salespeople can behave unethically when they are too aggressive in pursuing their
own goals at the expense of their
colleagues.

Answer 26

Taking Advantage of other Salespeople

Question 27

Making false claims about competitors’
product or sabotaging their efforts is clearly
unethical and often illegal.

Another one is
criticizing a competitor’s products or
policies.

Although you may be tempted to
say negative things about a competitor, this approach usually does not work.

Answer 27

Relationship with Competitors