Sales Management <ul><li>Social, Ethical, and Legal Responsibilities of Sales Personnel </li></ul>
Sales Management <ul><li>Management’s Social Responsibilities </li></ul><ul><li>Organizational Stakeholders </li></ul><ul>...
Sales Management <ul><li>Management’s Social Responsibilities </li></ul><ul><li>Economic Responsibilities </li></ul><ul><u...
Sales Management <ul><li>Management’s Social Responsibilities </li></ul><ul><li>Ethical Responsibilities </li></ul><ul><ul...
Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>“ Ethics” </li></ul><ul><ul><ul><li>A set...
Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>What is an Ethical Dilemma? </li></ul><ul...
Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>What is Ethical Behavior? </li></ul><ul><...
Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>Company to Salesperson dilemmas: </li></u...
Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>  Company to Salesperson dilemmas: </li><...
Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>  Company to Salesperson dilemmas   : </l...
Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>  Company to Salesperson dilemmas   : </l...
Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>  Company to Salesperson dilemmas   : </l...
Sales Management <ul><li>Salesperson’s Ethical Responsibilities </li></ul><ul><li>Salesperson ethics re: The Company </li>...
Sales Management <ul><li>Salesperson’s Ethical Responsibilities </li></ul><ul><li>Salesperson ethics re: The Company </li>...
Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Treat The C...
Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Stay Legal ...
Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Stay Legal ...
Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Treat The C...
Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Treat The C...
Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Treat The C...
Sales Management <ul><li>International Ethical Issues </li></ul><ul><li>U.S. Laws Do Not Stop at The Border </li></ul><ul>...
Sales Management <ul><li>Selling  Ethics </li></ul><ul><li>Surveys Indicate Managers’ Experience </li></ul><ul><li>Most Ma...
Sales Management <ul><li>Selling  Ethics </li></ul><ul><li>Surveys Indicate Managers’ Experience </li></ul><ul><li>Most Ma...
Sales Management <ul><li>Selling  Ethics </li></ul><ul><li>Management Practices Help Responsiveness </li></ul><ul><li>Some...
Sales Management <ul><li>Selling  Ethics </li></ul><ul><li>Management Practices Help Responsiveness </li></ul><ul><li>Some...
Sales Management <ul><li>Selling  Ethics </li></ul><ul><li>Management Practices Help Responsiveness </li></ul><ul><li>Some...
Sales Management <ul><li>Selling  Ethics </li></ul><ul><li>Management Practices Help Responsiveness </li></ul><ul><li>Some...
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Ethics sls mgmt

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Transcript of "Ethics sls mgmt"

  1. 1. Sales Management <ul><li>Social, Ethical, and Legal Responsibilities of Sales Personnel </li></ul>
  2. 2. Sales Management <ul><li>Management’s Social Responsibilities </li></ul><ul><li>Organizational Stakeholders </li></ul><ul><ul><ul><li>Customers </li></ul></ul></ul><ul><ul><ul><li>Community </li></ul></ul></ul><ul><ul><ul><li>Creditors </li></ul></ul></ul><ul><ul><ul><li>Government </li></ul></ul></ul><ul><ul><ul><li>Owners </li></ul></ul></ul><ul><ul><ul><li>Managers </li></ul></ul></ul><ul><ul><ul><li>Employees </li></ul></ul></ul><ul><ul><ul><li>Suppliers </li></ul></ul></ul>
  3. 3. Sales Management <ul><li>Management’s Social Responsibilities </li></ul><ul><li>Economic Responsibilities </li></ul><ul><ul><ul><li>Produce Goods and Services </li></ul></ul></ul><ul><ul><ul><li>Maximize Profits </li></ul></ul></ul><ul><li>Legal Responsibilities </li></ul><ul><ul><ul><li>Fulfill their Economic Goals Within a Legal Framework </li></ul></ul></ul>
  4. 4. Sales Management <ul><li>Management’s Social Responsibilities </li></ul><ul><li>Ethical Responsibilities </li></ul><ul><ul><ul><li>Act with Equity, Fairness & Impartiality </li></ul></ul></ul><ul><ul><ul><li>Respect the Rights of Individuals </li></ul></ul></ul><ul><li>Discretionary Responsibilities </li></ul><ul><ul><ul><li>Voluntary & Guided by Company’s </li></ul></ul></ul><ul><ul><ul><li>Desire to Make Social Contributions </li></ul></ul></ul>
  5. 5. Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>“ Ethics” </li></ul><ul><ul><ul><li>A set of moral principles and values that governs the behavior of a person or a group with respect to what is right and wrong. </li></ul></ul></ul>
  6. 6. Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>What is an Ethical Dilemma? </li></ul><ul><ul><ul><li>There is no uniform codification of ethics so differences and dilemmas about proper behavior can occur. </li></ul></ul></ul><ul><ul><ul><li>A situation when all of the choices for a solution to a problem have some element that could create negative ethical or personal consequences. </li></ul></ul></ul>
  7. 7. Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>What is Ethical Behavior? </li></ul><ul><ul><ul><li>Being honest </li></ul></ul></ul><ul><ul><ul><li>Maintaining confidence and trust </li></ul></ul></ul><ul><ul><ul><li>Following the rules </li></ul></ul></ul><ul><ul><ul><li>Conduct yourself in proper manner </li></ul></ul></ul><ul><ul><ul><li>Treat others fairly </li></ul></ul></ul><ul><ul><ul><li>Loyalty to company and associates </li></ul></ul></ul><ul><ul><ul><li>Carry your share - 100% effort </li></ul></ul></ul>
  8. 8. Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li>Company to Salesperson dilemmas: </li></ul><ul><ul><li>Level of Sales Pressure </li></ul></ul><ul><ul><ul><li>Setting Sales Goals (realistic/obtainable) </li></ul></ul></ul><ul><ul><ul><li>Management Style </li></ul></ul></ul>
  9. 9. Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li> Company to Salesperson dilemmas: </li></ul><ul><ul><li>Territorial Decisions </li></ul></ul><ul><ul><ul><li>Expanding Territories </li></ul></ul></ul><ul><ul><ul><li>Decreasing Territories </li></ul></ul></ul><ul><ul><ul><li>Creating House Accounts </li></ul></ul></ul>
  10. 10. Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li> Company to Salesperson dilemmas : </li></ul><ul><ul><li>To Tell The Truth? </li></ul></ul><ul><ul><ul><li>Performance </li></ul></ul></ul><ul><ul><ul><li>At Termination </li></ul></ul></ul><ul><ul><li>The Ill Salesperson </li></ul></ul><ul><ul><ul><li>Alcohol or Drug Abuse Treatment </li></ul></ul></ul><ul><ul><li>Employee Rights </li></ul></ul>
  11. 11. Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li> Company to Salesperson dilemmas : </li></ul><ul><ul><li>Employee Rights </li></ul></ul><ul><ul><ul><li>Termination-at-will </li></ul></ul></ul><ul><ul><ul><li>Privacy </li></ul></ul></ul><ul><ul><ul><li>Sexual Harassment </li></ul></ul></ul>
  12. 12. Sales Management <ul><li>Management’s Ethical Responsibilities </li></ul><ul><li> Company to Salesperson dilemmas : </li></ul><ul><ul><li>Reason to Respect Employee Rights </li></ul></ul><ul><ul><ul><li>High quality of work life </li></ul></ul></ul><ul><ul><ul><li>Attracting/Retaining good people </li></ul></ul></ul><ul><ul><ul><li>Avoid costly back-pay and awards </li></ul></ul></ul><ul><ul><ul><li>Establish balance between employee and employer rights/obligations </li></ul></ul></ul>
  13. 13. Sales Management <ul><li>Salesperson’s Ethical Responsibilities </li></ul><ul><li>Salesperson ethics re: The Company </li></ul><ul><ul><li>Misuse of Company Assets </li></ul></ul><ul><ul><ul><li>Automobiles </li></ul></ul></ul><ul><ul><ul><li>Expense Accounts </li></ul></ul></ul><ul><ul><ul><li>Samples </li></ul></ul></ul><ul><ul><ul><li>Damaged merchandise credits </li></ul></ul></ul><ul><ul><li>Moonlighting </li></ul></ul>
  14. 14. Sales Management <ul><li>Salesperson’s Ethical Responsibilities </li></ul><ul><li>Salesperson ethics re: The Company </li></ul><ul><ul><li>Cheating </li></ul></ul><ul><ul><ul><li>Contests </li></ul></ul></ul><ul><ul><ul><ul><li>Holding Sales </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Overloading Customer </li></ul></ul></ul></ul><ul><ul><li>Affecting Fellow Salespeople </li></ul></ul><ul><ul><ul><li>Taking Customers </li></ul></ul></ul>
  15. 15. Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Treat The Customer </li></ul><ul><ul><li>Bribes or Gifts </li></ul></ul><ul><ul><ul><li>Offering </li></ul></ul></ul><ul><ul><ul><li>Buyer Originated </li></ul></ul></ul><ul><ul><li>Misrepresentation </li></ul></ul><ul><ul><ul><li>“ Sales Puff” vs. Statements of Fact </li></ul></ul></ul><ul><ul><ul><li>Legal Ramifications </li></ul></ul></ul>
  16. 16. Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Stay Legal </li></ul><ul><ul><li>Know capabilities and characteristics of company products and service </li></ul></ul><ul><ul><li>Statements of Praise vs. Statements of Fact </li></ul></ul><ul><ul><li>Educate Customers before the Sales </li></ul></ul><ul><ul><li>State Product Capabilities Accurately </li></ul></ul><ul><ul><li>Know Technical Specifications </li></ul></ul>
  17. 17. Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Stay Legal </li></ul><ul><ul><li>Avoid Exaggerated Product Safety Claims </li></ul></ul><ul><ul><li>Know Federal and State Laws </li></ul></ul><ul><ul><li>Keep Current with Design Changes and Revisions </li></ul></ul><ul><ul><li>Avoid Opinions Stick to Testing Statistics </li></ul></ul><ul><ul><li>Never Overstep Authority (Pricing or Policy) </li></ul></ul>
  18. 18. Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Treat The Customer </li></ul><ul><ul><li>Price Discrimination </li></ul></ul><ul><ul><ul><li>Customers who buy similar quantities should receive same pricing </li></ul></ul></ul><ul><ul><li>Tie-in Sales </li></ul></ul><ul><ul><ul><li>Violates Clayton Antitrust Act </li></ul></ul></ul>
  19. 19. Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Treat The Customer </li></ul><ul><ul><li>Exclusive Dealership </li></ul></ul><ul><ul><ul><li>Purchase from one manufacturer - Clayton Act </li></ul></ul></ul><ul><ul><li>Reciprocity </li></ul></ul><ul><ul><ul><li>“ I’ll Buy Yours If You’ll Buy Mine” </li></ul></ul></ul><ul><ul><ul><li>FTC and Justice Scrutinize </li></ul></ul></ul>
  20. 20. Sales Management <ul><li>Management’s & Salesperson’s Mutual Ethical Responsibilities </li></ul><ul><li>How to Treat The Customer </li></ul><ul><ul><li>Sales Restrictions </li></ul></ul><ul><ul><ul><li>“ Cooling Off” Laws - 3 days </li></ul></ul></ul><ul><ul><ul><li>Green River Ordinances </li></ul></ul></ul>
  21. 21. Sales Management <ul><li>International Ethical Issues </li></ul><ul><li>U.S. Laws Do Not Stop at The Border </li></ul><ul><ul><li>Employees of American Business Should Know the Law </li></ul></ul><ul><ul><li>Stick to Features and Benefits and Sell to Companies Not Individuals </li></ul></ul>
  22. 22. Sales Management <ul><li>Selling Ethics </li></ul><ul><li>Surveys Indicate Managers’ Experience </li></ul><ul><li>Most Managers: </li></ul><ul><ul><li>Face Ethical Problems </li></ul></ul><ul><ul><li>Believe Managers and Employees Should Be More Ethical </li></ul></ul><ul><ul><li>Are More Ethical with Friends than Strangers </li></ul></ul><ul><ul><li>Lower Ethics to Meet Job Goals </li></ul></ul>
  23. 23. Sales Management <ul><li>Selling Ethics </li></ul><ul><li>Surveys Indicate Managers’ Experience </li></ul><ul><li>Most Managers: </li></ul><ul><ul><li>Are Aware of Ethical Issues in Industry and Company </li></ul></ul><ul><ul><li>Believe Ethics Can Be affected by Supervisors and Company Environment </li></ul></ul>
  24. 24. Sales Management <ul><li>Selling Ethics </li></ul><ul><li>Management Practices Help Responsiveness </li></ul><ul><li>Some Guidelines: </li></ul><ul><ul><li>Top Management Takes Lead </li></ul></ul><ul><ul><ul><li>CEO, President, Vice Presidents Must Champion </li></ul></ul></ul><ul><ul><li>Carefully Select Leaders </li></ul></ul><ul><ul><li>Establish/Follow Code of Ethics </li></ul></ul>
  25. 25. Sales Management <ul><li>Selling Ethics </li></ul><ul><li>Management Practices Help Responsiveness </li></ul><ul><li>Some Guidelines: </li></ul><ul><ul><li>Establish/Follow Code of Ethics </li></ul></ul><ul><ul><ul><li>Principle Based </li></ul></ul></ul><ul><ul><ul><li>Policy Based </li></ul></ul></ul><ul><ul><li>Create Ethical Structures </li></ul></ul><ul><ul><ul><li>Ethical Committee </li></ul></ul></ul><ul><ul><ul><li>Ethical Ombudsman </li></ul></ul></ul>
  26. 26. Sales Management <ul><li>Selling Ethics </li></ul><ul><li>Management Practices Help Responsiveness </li></ul><ul><li>Some Guidelines: </li></ul><ul><ul><li>Encourage Whistle Blowing </li></ul></ul><ul><ul><ul><li>“ Silent Witness” Program </li></ul></ul></ul><ul><ul><li>Create Ethical Sales Environment </li></ul></ul><ul><ul><ul><li>Actions of Top-Level Managers </li></ul></ul></ul>
  27. 27. Sales Management <ul><li>Selling Ethics </li></ul><ul><li>Management Practices Help Responsiveness </li></ul><ul><li>Some Guidelines: </li></ul><ul><ul><li>Establish Control Systems </li></ul></ul><ul><ul><ul><li>Low Bid Review Process </li></ul></ul></ul><ul><ul><ul><li>Expense Report Audits </li></ul></ul></ul>

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