BUILDING TRUST AND SALES ETHICS

1
CHAPTER 2

• BUILDING TRUST AND SALES ETHICS

2
TRUST BUILDERS

• COMPETENCE AND EXPERTISE (DO YOU KNOW WHAT YOU
  ARE TALKING ABOUT?)
• CUSTOMER ORIENTATION
• CANDOR AND HONESTY
• DEPENDABILITY
• COMPATIBILITY

3
KNOWLEDGE BASES

• BUILD TRUST AND RELATIONSHIP
• INDUSTRY AND COMPANY
• COMPETITOR
• MARKET(CUSTOMER)
• TECHNOLOGY
• PRODUCT AND SERVICE

4
SALES ETHICS

• SOURCES INFLUENCING ETHICAL STANDARDS
• ORGANIZATION AND STAKEHOLDERS
• SOCIETY
• FAMILY AND RELIGION
• PERSONAL CONVICTION

5
MANAGEMENT ETHICAL RESPONSIBILITIES

• ROLE MODEL
• PROVIDE GUIDELINES
• DIFFERENTIATE LEGAL AND ETHICAL QUESTIONS
• LEVEL OF SALES PRESSURE
• TERRITORY DECISIONS
• UNREASONABLE TARGET
• UNDERSTAND EMPLOYEE RIGHTS

6
SALES PEOPLE ETHICAL PRACTICES

• DECEPTIVE PRACTICES
• MISUSING COMPANY ASSETS,MOONLIGHTING,CHEATING,TECH
  NOLOGY THEFT

7
DEALING WITH CUSTOMERS

• BRIBES
• PUSHY,HARD SELL,EXAGGERATE
• MISREPRESENTATION AND BREACH OF WARRANTY MAY BE
  ILLEGAL ??
• SCAM

8
LEGAL ENVIRONMENT

• BECOME FAMILIAR WITH GRAY AREAS(ETHICAL OR LEGAL)
• SUGGESTIONS FOR STAYING LEGAL (P 65-66)
• PRICE DISCRIMINATION
• TIE-IN SALES
• RECIPROCITY
• SALES RESTRICTIONS(COOLING OFF LAWS,CITY PERMITS
  REQUIREMENTS)
• INTERNATIONAL SALES ??

9
MANAGING SALES ETHICS

• PROVIDE LEADERSHIP
• PROMOTE ETHICAL BEHAVIOR
• ESTABLISH CODE OF ETHICS
• CREATE ETHICAL STRUCTUREENCOURAGE WHISTLE-BLOWING
• ESTABLISH CONTROL SYSTEMS