social, ethical, legal influences management’s social responsibilities what influences ethical...
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Social, Ethical, Legal InfluencesManagement’s Social ResponsibilitiesWhat Influences Ethical BehaviorAre There any Ethical GuidelinesManagement’s Ethical ResponsibilitiesEthics in Dealing with Salespeople
Social, Ethical, Legal InfluencesManagement’s Social ResponsibilitiesWhat Influences Ethical BehaviorAre There any Ethical GuidelinesManagement’s Ethical ResponsibilitiesEthics in Dealing with Salespeople
Main Topics
Salespeople’s Ethics when Dealing with Their Employers
Ethics in Dealing with CustomersThe International Side of EthicsManaging Sales EthicsEthics in Business and Sales
Salespeople’s Ethics when Dealing with Their Employers
Ethics in Dealing with CustomersThe International Side of EthicsManaging Sales EthicsEthics in Business and Sales
Main Topics
1. A car salesman has presented a sales price and payment to a customer, who has agreed to the terms
2. A bank salesman suggests he offer the customer a lease in order to lower the payment.
3. The car salesman switches to a lease, but increases the profit instead.
1. A car salesman has presented a sales price and payment to a customer, who has agreed to the terms
2. A bank salesman suggests he offer the customer a lease in order to lower the payment.
3. The car salesman switches to a lease, but increases the profit instead.
Ethical Situation #1
The Cadillac Lease
1. A mortgage broker tells the customer he is getting the lowest rate available.
2. Between the time the customer agrees to the terms and then signs papers rates go down.
3. The mortgage salesman keeps the rate the same and is paid the difference by the bank.
1. A mortgage broker tells the customer he is getting the lowest rate available.
2. Between the time the customer agrees to the terms and then signs papers rates go down.
3. The mortgage salesman keeps the rate the same and is paid the difference by the bank.
Ethical Situation #2
The Home Mortgage
1. The bank suggests that a customer sign up for overdraft protection.
2. “It’s easy and convenient. It simply charges your credit card to cover overdrafts – no overdraft charges.”
3. Each time the customer overdraws his account he is charged $5, and the interest ticker begins on the entire credit card balance.
1. The bank suggests that a customer sign up for overdraft protection.
2. “It’s easy and convenient. It simply charges your credit card to cover overdrafts – no overdraft charges.”
3. Each time the customer overdraws his account he is charged $5, and the interest ticker begins on the entire credit card balance.
Ethical Situation #3
Overdraft Protection
1. A bank Marketing Manager calculates the actual costs of an overdraft at $1.50.
2. His manager insists that the bank “fee” be increased from $12 to $20.
3. The Marketing Manager decides to resign rather than support the increase.
1. A bank Marketing Manager calculates the actual costs of an overdraft at $1.50.
2. His manager insists that the bank “fee” be increased from $12 to $20.
3. The Marketing Manager decides to resign rather than support the increase.
Ethical Situation #3
Fees for Overdrafts
Management’s Social Responsibilities
Social responsibility is management’s obligation to make choices and take actions that contribute to the welfare and interests of society as well as to those of the organization
Organizational Stakeholders
A stakeholder is any group inside or outside the organization that has a stake in the organization’s performance
Stakeholders may have similar or different interests in the organization:CustomersCommunityCreditorsGovernment
CCC GOMES
OwnersManagersEmployeesSuppliers
Exhibit 3-2: Major Stakeholders in the Organization’s Performance
An Organization’s Main Responsibilities
Economic - be profitableLegal - obey the lawEthical - do what is rightDiscretionary -
contribute to community and quality of life
An Organization’s Main Responsibilities
What Is Your Level of Moral Development?
Level 3
Level 2
Level 1Preconventional - “What can I
get away with?”
Conventional - “What am I
legally required to do?”
Principled - “What is the right
thing to do?”
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 person’s situationPeople are most likely to make their moral and
ethical decisions based on:– whatever feels right or – comfortable in a situation
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 or minimize interpersonal conflict
Values taught by your familyPrimarily from religious principles and
teaching or bible contentOther
What Do You Use For a Moral Compass?
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?
Are There Ethical Guidelines?
Out of class, is it okay to copy someone else’s homework assignment?
What keeps you from cheating on an exam when the professor is out of the room? Is it fear of being caught?Not the right thing to do?
Is Your Conscience Reliable?
What Does One Do?We all have an internal constant standard
with which we measure right and wrong, a “moral compass”
Most of us know we should return the $125,000 and not copy someone’s homework
But what would we actually do?
Is Your Conscience Reliable?
If a person’s values are at “Level 2,” they may make decisions based on the situation and what others say and doUsually people rationalize their decisions; “I’ll
only copy the homework this one time”Many people are so accustomed to doing
things unethically that they think nothing about it
Are There Ethical Guidelines?
Sources of Significant InfluenceDo factors influencing our decisions include
your friends, family, or things you see on television or in the movies?
Barna has found that the leading influences on American ethics are movies, TV, the Internet, books, music, public policy, law, and family
To Have Ethical Guidelines You Need
A point of reference that:Is fixed - so that no one can change itIs separate from youNo one else may influence
The Fixed Point of Reference Must Be:
Right whether people:Believe it or notLike it or notKnow about it or not
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 is the truth
And there is no way to know what is the truth unless there is a truth you can know
What Is a Fixed Point of Reference?
Stars can be used for navigation because they are a fixed point of reference separate from you that no one can influence
Will The Golden Rule Help?
The “Golden Rule” concept is present in virtually all faith-based principles
The Golden Rule does not involve reciprocity“Could the Golden Rule serve as a universal,
practical, helpful standard for the businessperson’s conduct?”
Would you consider your faith a fixed point that is separate from you and never changes?
Examples of World Religions Which Embrace the Golden Rule
Hindu - “Do naught unto others what you would 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 you do not do unto your neighbor.”
Jesus Christ - “Do to others as you would have them do to you.”
What Influences Ethical Behavior?
The Individual’s RoleLevel one: Preconventional--acts in own best interest
– A few operate hereLevel two: Conventional--upholds legal laws
– Most people operate hereLevel three: Principled--lives by own code
– Less than 20% reach level three
The Organization’s RoleAt best, most employees in firm operate at level twoHow will the situation be handled if no policies and
procedures are in place?
Management’s 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 is right or wrong
Ethical behavior refers to treatingothers fairly
What is an Ethical Dilemma?
A situation in which each alternative choice or behavior has some undesirable elements due to potentially negative ethical or personal consequences
Ethics in Dealing with Salespeople
Five ethical considerations faced by sales managers:Level of sales pressureDecisions affecting territoryTo tell the truth?The ill salespersonEmployee rights
– termination-at-will
– privacy
– sexual harassment
Benefits of Respecting Employees Rights
More productive employeesAttracting good sales personnelReducing legal costsReducing wage increase demands
Salespeople’s Ethics in Dealing with Their Employers
Misusing company assetsMoonlightingCheatingAffecting other salespeopleTechnology theft
Ethics in Dealing with Customers
BribesMisrepresentationPrice discrimination
Robinson-Patman ActSelling the same quantity of the same product to
different buyers at different prices
Tie-in salesTo buy a particular line of merchandise, a buyer
mayClayton Act
Ethics in Dealing with Customers
Exclusive dealershipReciprocity
Buying a product from someone if the person or organization agrees to buy from you
Sales restrictionsCooling-off lawsGreen River ordinances
The International Side of Ethics
Guidelines for conducting international business 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 law and be aware of how authorized representatives are conducting business
Managing Sales Ethics
Follow the leaderLeader selection is importantEstablish a code of ethicsCreate ethical structuresEncourage whistle-blowingCreate an ethical sales climateEstablish control systems
Helpful Hints to Making Career Decisions
Your employer should provide worthwhile products
You should be able to do what is rightYou do not have to compromise your beliefsPeople go before anything elseGood people are desperately needed in all
types of businesses/organizationsLook for a calling, not a job*