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59 Cards in this Set
- Front
- Back
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Business ethics |
The study of how business people behave when facing a situation with moral consequences |
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Sales management ethics |
The specific component of business ethics that deals with ethically managing the sales function |
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Unethical sales tactics |
Leaving out information, guilt tactics, making a product sound more complex than it really is, excessive jargon |
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Boundary spanner |
Someone who performs his or her job in the boundary between a company and a customer (retail, server) |
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Customer vulnerability |
The state in which a customer is at a disadvantage relative to the company (ignorance, naïveté, powerlessness) |
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Code of ethics |
Written expression of a firm’s values, listing specific behaviors that are consistent or inconsistent with those values |
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Types of Codes of Ethics |
1) company codes that define ethical boundaries 2) professional codes that define ethical boundaries for occupational groups 3) business association codes that define ethical boundaries for people in the same line of business 4) advisory group codes suggested by government agencies or other special interest groups |
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Moral philosophy |
A systemic tool for recognizing and resolving decisions about what is right and wrong |
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Ideals |
A set of principles by which individuals decide morality |
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Relativism |
A moral philosophy by which individuals reach moral decisions based more on the actions they perceive to be acceptable given a particular situation |
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Situational ethics |
A behavior acceptable in one situation can be unacceptable in another |
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Teleology |
A philosophy that defines morality based in the consequences of the behavior “the good that results is more important than the harm caused” |
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Ethical dilemma |
A situation with alternate courses of action, each having different moral implications |
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Moral judgement |
A person’s evaluation of the situation from an ethical perspective |
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Moral equity |
The inherent fairness or justice in a situation |
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Acceptability |
How culturally or socially acceptable we perceive an action to be |
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Contractualism |
The extent to which an act is consistent with stated or implied contracts and/or laws |
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3 criteria of moral judgements |
1) moral equity 2) acceptability 3) contractualism |
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Ethical work climate |
The way employees view their work environment on a moral dimension 4 aspects: policies & rules; trust & responsibility; peer behavior; sales emphasis |
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Organizational climate |
Employees perceptions of and attitudes about the organizational culture |
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Policies & rules |
Principles that govern selling and marketing conduct within the firm, sometimes summarized in a code of ethics |
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Tie-in sales |
Forcing a buyer to purchase a lesser valued product before purchasing an in-demand product |
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Oversellkng |
Sending & billing for more products than ordered |
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Orders & terms of sale |
Illegal to sell substitute goods different from those ordered, intentionally misrepresent delivery dates, fail to actually fill an order, not fill an order in a reasonable time |
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Product descriptions |
The method by which the product is produced cannot be misrepresented |
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Customer coercion |
When sales practices place undue pressure, intimidation, or fear on the buyer |
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Business defamation |
Making slanderous statements about a company that result in financial damages, lost customers, unemployment, or lost sales |
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Trust & responsibility |
How far people are trusted to behave in a responsible way and are held personally responsible for their actions |
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Peer behavior |
The extent to which employees view coworkers as having high moral standards |
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Sales emphasis |
The extent to which employees feel pressured to prioritize increased sales, profits, margins, or other financial returns over all other concerns |
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Price discrimination |
Discriminating among different customers on price or terms of sale when the discrimination has a harmful effect on competition |
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Collusion |
When competitors agree to set prices or band together |
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Price fixing |
Competitors conspiring to set or maintain uniform prices and profit margins. |
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Dealers rights/exclusive dealing |
Agreements in which a manufacturer or wholesaler grants one dealer exclusive rights to sell a product in a certain trading area or insists that the dealer not carry competing lines |
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Restrictive trades |
Competitors colluding to divide a market into noncompetitive territories or to restrict competition in a market |
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Reciprocity |
Selecting only suppliers who purchase from your buyer “I’ll buy from you if you buy from me” |
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Policies & rules |
Principles that govern selling and marketing conduct within the firm, sometimes summarized in a code of ethics |
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Tie-in sales |
Forcing a buyer to purchase a lesser valued product before purchasing an in-demand product |
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Oversellkng |
Sending & billing for more products than ordered |
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Orders & terms of sale |
Illegal to sell substitute goods different from those ordered, intentionally misrepresent delivery dates, fail to actually fill an order, not fill an order in a reasonable time |
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Product descriptions |
The method by which the product is produced cannot be misrepresented |
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Customer coercion |
When sales practices place undue pressure, intimidation, or fear on the buyer |
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Business defamation |
Making slanderous statements about a company that result in financial damages, lost customers, unemployment, or lost sales |
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Uniform commercial code |
A basic set of guidelines adopted by most states that set forth the rules of contracts and the law pertaining to sales |
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Trust & responsibility |
How far people are trusted to behave in a responsible way and are held personally responsible for their actions |
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Peer behavior |
The extent to which employees view coworkers as having high moral standards |
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Sales emphasis |
The extent to which employees feel pressured to prioritize increased sales, profits, margins, or other financial returns over all other concerns |
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Price discrimination |
Discriminating among different customers on price or terms of sale when the discrimination has a harmful effect on competition |
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Collusion |
When competitors agree to set prices or band together |
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Price fixing |
Competitors conspiring to set or maintain uniform prices and profit margins. |
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Dealers rights/exclusive dealing |
Agreements in which a manufacturer or wholesaler grants one dealer exclusive rights to sell a product in a certain trading area or insists that the dealer not carry competing lines |
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Restrictive trades |
Competitors colluding to divide a market into noncompetitive territories or to restrict competition in a market |
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Reciprocity |
Selecting only suppliers who purchase from your buyer “I’ll buy from you if you buy from me” |
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Green river ordinances |
Local ordinances requiring nonresidents to obtain a license from city authorities to sell goods or services direct to consumers in that vicinity |
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Green river ordinances |
Local ordinances requiring nonresidents to obtain a license from city authorities to sell goods or services direct to consumers in that vicinity |
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Cooling off rules |
FTC regulation requiring door-to-door salespeople to give written notice to customers place orders more than $25 so they can cancel their order within 3 days |
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Ethical stress |
Ambiguity about not knowing what to do in a given situation |
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Ethical stress |
Ambiguity about not knowing what to do in a given situation |
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Ethical maturity |
State achieved when individuals place the moral treatment of others ahead of short-term personal gain |
