Ch 2 Sales Management

Front 1

Ethics

Back 1

describes moral content of behavior

Front 2

business ethics

Back 2

study of how business people act when facing situations with moral consequences

Front 3

sales management ethics

Back 3

component of business ethics dealing with ethically managing the sales function

Front 4

individual ethics pressures

Back 4

personal integrity

moral values

social influences

Front 5

professional ethics pressures

Back 5

professional standards

group goals

prestige

Front 6

organizational ethics pressures

Back 6

profit

growth

survival

Front 7

consumer-directed approaches

Back 7

vulnerability

ignorance

powerlessness

Front 8

vulnerability

Back 8

lack of vital knowledge often product knowledge needed to participate in a fair exchange

Front 9

ignorance

Back 9

lack of experience or ability to conduct a transaction or negotiate terms of a fair deal

Front 10

powerlessness

Back 10

lack of competition within a marketplace or sufficient assets to be persuasive

Front 11

codes of ethics types (4)

Back 11

company codes

professional codes

business association codes

advisory group codes

Front 12

company codes

Back 12

ethical boundaries for employees

Front 13

professional codes

Back 13

ethical boundaries for occupational groups like advertisers,sales reps, dr.'s, lawyers, acctants

Front 14

business association codes

Back 14

ethical boundaries for people engaged in same line of business

like direct selling associ. of america

Front 15

advisory group codes

Back 15

suggested by government agencies or other special interest groups

Front 16

moral philosophy

Back 16

deals with systematic ways that individuals recognize and resolve decisions having moral content

Front 17

bases of moral philosophy

Back 17

idealism

relativism

teleology

Front 18

idealism

Back 18

set of principles where individuals determine morality

Front 19

moral absolute

Back 19

represents a rule that should always be applied with no exceptions or excuses

Front 20

relativism

Back 20

individuals reach moral decisions based more on actions they perceive to be acceptable

-given particular situation

Front 21

teleology

Back 21

morality based on the consequences of the behavior that allows indiscretion based on the argument that the "Good" that results is more important than the harm caused

Front 22

moral judgements

Back 22

person's evaluation of the situation from an ethical perspective

Front 23

bases of moral judgments

Back 23

moral equity

acceptability

contractualism

Front 24

moral equity

Back 24

inherent fairness or justice in a situation

Front 25

acceptability

Back 25

how culturally or socially acceptable we perceive an action to be

Front 26

contractualism

Back 26

the extent an act is consistent with stated or implied contracts and or laws

Front 27

unethical sales practices:

prohibited actions

Back 27

bribes

conflicts of interest

use of insider info

moonlighting

fraud

etc

Front 28

ethical concerns in selling and sales management

Back 28

employer ethics w/ their salespeople

salespeople's ethics & their company

treatment of competitors

treatment of coworkers

customer relationships

Front 29

employer ethics with their sales people

Back 29

compensation

sales territories

sales quotas

hiring,promoting, and firing

Front 30

compensation

Back 30

prompt, accurate payment of salary, commissions

and timely reimbursement of selling expenses

Front 31

sales territories

Back 31

fair assignment of sales territories

Front 32

sales quotas

Back 32

setting realistic achievable sales quotas

Front 33

hiring promoting and firing

Back 33

sexism,racism,and ageism must not influence managerial decisons

Front 34

ethical violations

Back 34

misusing company assets

expense account padding

unauthorized use of company funds

manipulation of customer orders

cheating in sales contests

Front 35

ethical violations:

treatment of coworkers

Back 35

sexual harassment

stealing customers

undermining coworkers

Front 36

ethical violations:

treatment of competitors

Back 36

disparaging competitors

tampering with competitors products

competitive snooping

Front 37

ethical issues:

regarding customers

Back 37

special gifts

over promising/selling

manipulating order forms

favoritism

conflict of interest

Front 38

ethical issues:

marketing mix

Back 38

product quality/ service

pricing

distribution

promotion

Front 39

Marketing mix- ethical issues:

product quality and service

Back 39

poor product quality

unsafe products

poor return policies and after sales service

Front 40

Marketing mix- ethical issues:

pricing

Back 40

inflated list prices

not honoring price incentives

adding hidden costs

Front 41

Marketing mix- ethical issues:

distribution

Back 41

using aggressive and dishonorable resellers

using bait/switch strategies

Front 42

Marketing mix- ethical issues:

promotion

Back 42

deceptive advertising

misleading warranties

phony contests

dishonest fundraising activities

Front 43

creating an ethical work climate (4)

Back 43

policies and rules

trust and responsibilites

peer behavior

bottom line sales emphasis

Front 44

creating an ethical work climate:

policies and rules

Back 44

standard business norms/regulations defined by senior management

Front 45

creating an ethical work climate:

trust and responsibility

Back 45

how far people are trust to behave responsibly and are held personally responsible for their actions

Front 46

creating an ethical work climate:

peer behavior

Back 46

how employees view coworkers as having high moral standards

Front 47

creating an ethical work climate:

bottom line sales emphasis

Back 47

pressure employees feel prioritizing increased sales, profits,margins, over all other concerns

Front 48

the ethical climate

sales managers should be sure of the following

Back 48

salespersons are aware of policies/rules

sales persons are rewarded/ reprimanded without bia/favoritism

ethical climate is promoted at all levels

Front 49

laws that ensure a competitive marketplace exist: (3)

Back 49

robinson-patman act

sherman antitrust act

clayton act

Front 50

laws protect firms against (11)

Back 50

price discrimination

collusion

price fixing

tie in sales

exclusive dealing

restraint of trade

reciprocity

unordered goods

inaccurate orders/terms of sale

false business descriptions

false product descriptions

Front 51

price discrimination

Back 51

favoring different customers on price or terms of sale when it has a harmful effect on competition

Front 52

price discrimination is allowed under two conditions:

Back 52

price differential is given in good faith to meet price offered by competitor

price differential is based on cost savings stemming from quantities where products are sold or delivered

Front 53

collusion

Back 53

competitors conspire to set prices, agree to divide territories (noncompetitively), or join together

Front 54

laws protect firms against:

price fixing

Back 54

competitors who conspire to set or maintain uniform prices/profit margins are fixing prices

Front 55

tie in sales

Back 55

purchasers are forced to buy an unwanted item

or items in return for being allowed to purchase a product in heavy demand

Front 56

exclusive dealing

Back 56

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

Front 57

restraint of trade

Back 57

competitors colluding to divide a marke

Front 58

reciprocity

Back 58

selecting only suppliers who will also purchase from the buyer

buy from me ill buy from you

Front 59

unordered goods

Back 59

goods that are not ordered but shipped along with an existing order in hopes that the buyer will pay for them

Front 60

inaccurate orders/terms of sale

Back 60

companys may not misrepresent delivery dates, fail to actually fill an order, or not fill an order in a reasonable time

Front 61

terms of sale include:

Back 61

warrantees and guarantees, the ability of the buyer to cancel a contract or obtain a refund

Front 62

false business descriptions

Back 62

salespeople must never misrepresent the company's financial strength, length, of time in business or reputation nor misrepresent facts concerning its plant, equipment or facilities

Front 63

false product descriptions

Back 63

salespeople must not misrepresent the way a product is produced

like claim something mass produced is custom made

Front 64

laws protect against (2)

Back 64

customer coercion

business defamation

Front 65

customer coercion

Back 65

placing undue pressure, intimidation, or fear on the buyer into a sale is illegal

Front 66

business defamation

Back 66

business slander

business libel

product disparagement

unfair competition

Front 67

U.S. legislation protecting customers and society from unfair business practices including the following (3)

Back 67

fair packaging and labeling act

consumer goods pricing act

nutrition label and education act

Front 68

state and local laws that regulate selling activities (3)

Back 68

uniform commercial code

green river ordinances

cooling-off rules

Front 69

uniform commercial code

Back 69

regulates the performance of goods, sellers,warranties,and the maximum allowable rates of interest, misrepresentations and promises not kept

Front 70

green river ordinances

Back 70

requires nonresidents to obtain a license from city authorities to sell goods or services direct to consumers in that vicinity

Front 71

cooling-off rules

Back 71

requires door-to-door salespeople to give written notice to customers placing orders of $25 or more that they can cancel their purchase within 3 days

Front 72

in international negotiations, salespeople must not:

Back 72

confuse varying ethical standards with U.S. and foreign laws governing their activites

Front 73

in planning to sell products or services to a foreign country sales reps should:

Back 73

contact the commercial attaché at the US embassy information on legal requirements in conducting business there

Front 74

maintaining a positive ethical climate:

(4)

Back 74

understand ethics

measuring the ethical climate

leading by example

sales manager ethics

Front 75

understanding ethics

Back 75

salespeople reach ethical maturity when they place the moral treatment of others ahead of shortterm personal gain

Front 76

measuring the ethical climate

Back 76

monitor the ethical climate with surveys

Front 77

leading by example

Back 77

positive healthy and moral ethical work climate begins at the top with sales management