We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byBrett Barrett
Modified 11 months ago
Copyright © 2012 McGraw- Hill Ryerson Ltd. Chapter 2 Ethics First … Then Customer Relationships 0
Copyright © 2012 McGraw-Hill Ryerson Ltd. CPSA Code of Ethics Management’s Social Responsibilities What influences Ethical Behaviour? Management’s Ethical Responsibilities Ethics in Dealing with Salespeople Salespeople’s Ethics when Dealing with Their Employers Ethics in Dealing with Customers Managing Sales Ethics 1
Copyright © 2012 McGraw-Hill Ryerson Ltd. After studying this chapter, you should be able to: Explain the principles of the CPSA Code of Ethics Describe management’s social and ethical responsibilities Explain what influences ethical behaviour Discuss ethical dealings among salespeople, employers, and customers Explain how to demonstrate social responsibility 2
Copyright © 2012 McGraw-Hill Ryerson Ltd. The Canadian Professional Sales Association (www.cpsa.com) The CPSA Sales Institute Code of Ethics is the set of principles and standards that a certified sales professional will strive to adhere to with customers, organizations, competitors, communities, and colleagues. 3
Copyright © 2012 McGraw-Hill Ryerson Ltd. 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. 4
Copyright © 2012 McGraw-Hill Ryerson Ltd. A stakeholder is any individual or group within or outside the organization that has a stake in the organization’s performance. Each stakeholder has a different interest in the organization. 5
Copyright © 2012 McGraw-Hill Ryerson Ltd. 6 Customers Suppliers Employees Managers Community Government Owners Creditors Organization
Copyright © 2012 McGraw-Hill Ryerson Ltd. 7 Ethical Responsibility Do what is right Legal Responsibility Obey the Law Economic Responsibility Be profitable Discretionary Responsibility Contribute to the community and quality of life Also called Social Responsibility
Copyright © 2012 McGraw-Hill Ryerson Ltd. The individual’s role o Level 1: Preconventional Acts in own best interest (few people operate here) o Level 2: Conventional Upholds moral and legal laws, does what is expected o Level 3: Principled Lives by an internal set of moral codes, values and ethics – the Golden Rule These are upheld regardless of consequences 8
Copyright © 2012 McGraw-Hill Ryerson Ltd. The Organization’s role o Most employees operate at Level 2 o But… how will employees handle ethical dilemmas if there are no policies or procedures in place? 9
Copyright © 2012 McGraw-Hill Ryerson Ltd. Ethics is the code of moral principles and values that govern the behaviours of a person or a group with respect to what is right or wrong. Ethics sets standards as to what is good or bad in conduct and decision making Recent findings indicate: o 48% of employees had engaged in one or more unethical or illegal acts in the past year o 79% of consumers always try to buy from companies they believe to be good corporate citizens o 26% of investors believe that social responsibility is an extremely important part of their investment decisions 10
Copyright © 2012 McGraw-Hill Ryerson Ltd. A situation in which each alternative choice or behaviour has some undesirable elements due to potentially negative ethical or personal consequences. Right or wrong cannot be clearly identified. 3 main ethical areas faced by sales people o Other salespeople o Employers o Customers 11
Copyright © 2012 McGraw-Hill Ryerson Ltd. Five ethical considerations faced by sales managers: 1. Level of sales pressure Realistic sales targets 2. Decisions affecting territory Size of territory, equitable distribution 3. To tell the truth? Give untrue reasons for firing, etc. 4. The ill salesperson Fire them? Or help them get help? 5. Employee rights Termination, privacy, discrimination Canadian Human Rights law 12
Copyright © 2012 McGraw-Hill Ryerson Ltd. Misusing company assets Moonlighting Cheating Affecting other salespeople Technology theft 13
Copyright © 2012 McGraw-Hill Ryerson Ltd. Self regulation o Associations (e.g. Direct Sellers Association of Canada) o Set guiding principles Bribes o Is it a gift or a bribe? Misrepresentation o Always tell the truth – don’t exaggerate Price Discrimination o Competition Act o You cannot give one customer a better price than you give his competition on exactly the same product 14
Copyright © 2012 McGraw-Hill Ryerson Ltd. Tied selling or Tie-in sales o You cannot make the purchase of one product conditional on the purchase of other goods. o Bundling Exclusive dealing o Prohibit customer from carrying competitive products Reciprocity o You buy from them only if they buy from you Consumer protection o Consumer Protection Act o “Cooling off” period 15
Copyright © 2012 McGraw-Hill Ryerson Ltd. Create an ethical sales climate o Sales managers must help develop and support their codes of ethics Leader selection is important Senior management o Top down ethics – set the standard for employees to follow Establish a code of ethics o Principle based o Policy based 16
Copyright © 2012 McGraw-Hill Ryerson Ltd. Create ethical structures o Group of executives appointed to oversee company ethics o Ethical ombudsman Encourage whistle blowing Establish control systems 17
Copyright © 2012 McGraw-Hill Ryerson Ltd. Ethical behaviour pertains to values of right and wrong. Ethical standards and guidelines for sales personnel must be developed, supported, and policed. Social responsibility in business means profitably serving employees and customers in an ethical and lawful manner. 18
Copyright © 2012 McGraw-Hill Ryerson Ltd. The Psychology of Selling: Why People Buy 19
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Ryerson 14-1 Chapter 14 Social, Ethical, and Legal Issues Awareness.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin 3-1.
Sales Management Social, Ethical, and Legal Responsibilities of Sales Personnel.
Ethics First…Then Customer Relationships
Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.
3-1 McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Marketing Concepts Social, Ethical, and Legal Responsibilities of Marketing Management Social, Ethical, and Legal Responsibilities of Marketing Management.
Social, Ethical, Legal Influences Management’s Social Responsibilities What Influences Ethical Behavior Are There any Ethical Guidelines Management’s.
Ethics THE FOUNDATION FOR RELATIONSHIPS IN SELLING C H A P T E R 5.
Ethics First…Then Customer Relationships Chapter 2 McGraw-Hill/Irwin Copyright © 2007 by The McGraw-Hill Companies, Inc. All rights reserved.
Unit 1, Chapter 3. Ethics – are the rules that help us tell the difference between right and wrong and encourage us to do the right thing. Ethical Behaviour.
Ethics. 2 What is Ethics? Def: the code of moral principles and values that govern the behaviors of a person or group with respect to what is right or.
Ch 3 Ethical Behaviour & Social Responsibility. Ethics Code of moral principles sets standards for right or wrong Guide behaviour Help make moral choices.
Explain Business Ethics in Selling Performance Indicator 4.15.
Ethics and Social Responsibility CHAPTER 5. Copyright © 2008 by South-Western, a division of Thomson Learning. All rights reserved. 2 Learning Objectives.
Explain Business Ethics in Selling Performance Indicator 4.07b.
Managing Ethics and Social Responsibility
Chapter 4: Business and the Community 1 Generation of Wealth Generation of Jobs Impact of Businesses on the Community.
Explain key factors in building a clientele Acquire a foundational knowledge of selling to understand its nature and scope 1 Performance Indicator
Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall Management, Eleventh Edition, Global Edition by Stephen P. Robbins & Mary Coulter.
Ethics & Social Responsibility
Ethical and Legal Issues in Selling
Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall Management, Eleventh Edition by Stephen P. Robbins & Mary Coulter ©2012 Pearson Education,
4-1 Ethical and Legal Issues in Relationship Selling 4.
Ethics and Social Responsibility
Social Responsibility and Ethics in Strategic Management
Discuss what it means to be socially responsible and what
Copyright © 2001 by Harcourt, Inc. All rights reserved.
Ethics. Ethics The moral principles and values that govern the actions and decisions of an individual or group The moral principles and values that govern.
Business Ethics and Social Responsibility
Powerpoints prepared by: Victor Bilodeau Grant MacEwan University - School of Business © 2011 McGraw-Hill Ryerson Ltd. All rights reserved. Marketing 8th.
Corporate Social Responsibility & Corporate Responsiveness.
Copyright © 2007 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 4-1 ETHICS AND SOCIAL RESPONSIBILITY IN MARKETING C HAPTER.
Marketing Ethics and Social Responsibility
McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All Rights Reserved.
Managing Social Responsibility and Ethics
NUR NAZIFA ATIQAH BT ZULHAIDIR (F1005) JULITA BT (F1051)
CHAPTER Section 5.1 Ethical Business Behavior Section 5.2 Socially Responsible Business & Philanthropy Ethics & Social Responsibility.
Copyright © 2002 by South-Western 3–1 Chapter 3 Social ResponsibilitySocial Responsibility EthicsEthics DiversityDiversity Sexual HarassmentSexual Harassment.
MGT100 Organization and Management Topic IV. 2 Social responsibility and managerial ethic ContentContent –Managerial ethics –Criteria for ethical decision.
Managerial Ethics What is Ethics? Criteria for Ethical Decision Making
Copyright © 2012 Pearson Education, Inc. Publishing as Prentice Hall Copyright © 2015 Pearson Education, Inc. 2-1 # Understanding Business Ethics and Social.
Prentice Hall, Inc. © STRATEGIC MANAGEMENT & BUSINESS POLICY 11 TH EDITION THOMAS L. WHEELEN J. DAVID HUNGER CHAPTER 3 Ethics & Social Responsibility.
Ethical and Social Responsibilities of the Entrepreneur.
Prentice Hall, Inc. © STRATEGIC MANAGEMENT & BUSINESS POLICY 13 TH EDITION THOMAS L. WHEELEN J. DAVID HUNGER CHAPTER 3 Ethics & Social Responsibility.
Ch. 24: Social and Ethical Responsibility. Social Responsibility What is Social Responsibility? More than running your enterprise responsibility every.
© 2017 SlidePlayer.com Inc. All rights reserved.