Question

Use the five-step decision-making process discussed in Chapter 1 to analyze every one of the following situations and recommend a course of action.

1. You are a new salesperson at a large software manufacturing firm. It is three weeks from the end of the sales quarter and you and your sales manager are sitting pretty—you have both already met your sales quota for the quarter. In addition, you just closed another deal with a new customer for $100,000 of software and customer service. This order would put you way over your sales quota for the current quarter. Your manager suggests that you hold this new order so it gets recorded against next quarter. She explains that because sales during the next three months tend to slow down, salespeople frequently miss their quotas and associated sales bonuses for that quarter. Holding this large order to next quarter would help you get an excellent start and almost guarantee that you meet your quota. What would you do?

2.You work part-time evenings and weekends as a real estate salesperson. You also work full-time for an IT consulting group. When ordering business cards for your real estate business, you decided to include your full-time work email address. As a result, you frequently find yourself receiving and sending emails related to your real estate work from your computer at your IT consulting job. You try to limit this activity to your lunch hour, but there are often urgent messages that require an immediate reply. Lately the number of such emails is increasing. Sometimes you worry what would happen if your manager found out about this activity, but cutting off the flow of emails from your clients could have a serious impact on your ability to serve them and earn commissions. What should you do?

3. Your old roommate from college was recently let go from his firm during a wave of employee terminations to reduce costs. You two have kept in touch over the six years since school, and he has asked you to help him get a position in the IT organization where you work. You offered to review his résumé, make sure that it gets to the “right person,” and even put in a good word for him. However, as you read the résumé, it is obvious that your friend has greatly exaggerated his accomplishments at his former place of work and even added some IT-related certifications you are sure he never earned. What would you do?

Answer 1

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(1)

Salesperson is an expert who represents the customer’s need back to the company. He acts on behalf of their firms and behalf of their customers both. He can do the following things:

• Create value for their firms customers

• Manage relationships between firm and the customers

• Relay customer and market information back to their firm

• Also, Customer Servicing is a difficult job where customers expect prompt servicing without any delays. To make the existing customers happy, more attention should be paid on customer servicing and the quality.

Decision Making

In the given case, the manager suggests to hold the new order for the next quarter as the sales tend to get slow in the next three months and someone may not lose his quotas and bonuses for that quarter. There are two instances related to this decision making:

1. Holding the $100,000 deal with the new customer for a new salesperson is highly challenging as it will affect the customer expectation and may result in losing the new customer for the future deals.

Also, there are great chances that customer may switch to some other agent for the same deal. But this will help to get a good start and the sales quota can be met for the next quarter. This will benefit my bottom line.

2. Without holding the deal, this order can put way over the sales quota for the current year. As a result, customer satisfaction can be met and probably he can keep the same customer for the future orders. But, his sales quota for the next quarter may not be achieved due to the low business.

What would do?

• Suggestions should be made related and of the benefit to the customer, not of benefit to the bottom line. Hence, someone will keep up this deal for the current quarter and achieve additional incentive for that same quarter.

• For the next quarter, he would put more effort in achieving the quota. Also, he can probably contact the same customer in the future about other deals or other requirements for the same deal.

• Losing the customer is a great loss for my future deals and providing the customer with timely service is an ethical decision.

(2)

Full time and Part time jobs at the same time

• In Full-time job, the person works minimum number of hours defined by the employer with benefits such as sick leave, health insurance and annual leave and is said to be careers. But, in part time job, it is enough to work fewer hours per week.

• Doing more than one job is challenging for any individual. Time management plays a vital role in managing both the jobs at the same time. It is good to work for the part-time job other than the working hours of main job.

Unethical Action

In the given case, someone is the full time IT employee and also working as part time real estate salesperson included full-time work email address in real estate business card. It is unethical in using the full-time working email id for the part-time real estate work. It results in following consequences:

1. The flow of emails related to the real estate work at full-time IT consulting job is risky if manager found this activity. It potentially illegal and is a breach of trust leading to dismissal.

2. Also, cutting of these emails from my client will create serious impact on real estate business. Real estate salesperson should act in the best interest of the client and not in the interest of the salesperson or a third party.

3. And if he holds the clients work then they will get frustrated and he will have a good chance of losing many clients.

What would do?

• The best way is to allot a time to read the mails of the clients and get their requirements and status in break hours and it will take surely more than a day or week.

• Simultaneously, new business cards should be made, replacing working email address to a personal email address and inform all the clients or distribute the new cards.

• From the personal email address, send apology mail to the clients for delay in response of their mails.

• Further, time should be allotted for this part-time real estate work which should be apart from the working hours of main job or full-time job.

• Unethical action should not be followed in future at our work place. Smart work is to manage both full-time n part-time jobs with trust in both the work environment.

(3)

Ethics and Resume

• Ethics is the branch of philosophy which deals with morality. Ethics is concerned with differentiation between right and wrong human actions. When writing a resume, no one should lie obviously which is an ethical standard.

• And the common understanding is that only good information should be added in the resume and excluding the negative aspects are acceptable.

• One should make sure that he is not misleading the reader which unethical. Resume should be created in such a way that we are within the ethical boundaries.

Unethical Practice

• In the given case, someone’s old roommate from college who is known from school days is being terminated from his firm along with wave of employees to reduce costs. He has asked to help get a position in the IT organization where the person works.

• While reviewing his resume, person could see that he has added some IT-related certificates and exaggerated his accomplishment in his former work place and person is sure he never earned these.

• Lying in the resume hurt him and it is an unethical practice. It not only results in rejection for his job, but also means that he is selling himself for that post for which he is not qualified.

• Also, he has added IT-related certificates for which he has no experience and this lead to poor performance, frustration at work or even losing job.

What would do?

• In case, if the person neglects his mistakes, give reference in his firm and make him get selected, he has to suffer the consequences and the firm will blame the person for the fraudulent done by his reference.

• So the first step of the person should be to meet his friend and clarify about the certificates added in the resume. He will make him aware that he should bring those certificates during interview as the interviewer may verify those certificates to avoid any fraud.

• This can make the friend realize and he may stop doing any fraudulent and unethical act before and after joining any firm. Ethical standards include honesty, loyalty and compassion. It is the duty of every employee or employer to be honest and loyal at one’s working environment and create awareness among the co-workers or friends.

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