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Business and Society 9th Edition by Archie Carroll,Ann Buchholtz
Edition 9ISBN: 978-1285734293Business and Society 9th Edition by Archie Carroll,Ann Buchholtz
Edition 9ISBN: 978-1285734293 Exercise 4
More Sales, Lower Ethics?
At my recent job, I held a position as a Customer Service and Sales Representative for a wellrecognized bank. My responsibility was to help customers solve issues and concerns they might have on their accounts, but mainly I was to concentrate on selling them bank products. I started out as a teller and worked my way up to Sales Rep. In the training class, we were instructed to concentrate on customer service before anything else, but also told that sales were an important part of the position. We were never told that sales was our primary goal. The goalsetting level in the bank is determined by the amount of sales the bank needs quarterly. However, these goals differ from the requirements of each individual's position. The bank also emphasizes meeting daily sales goals to reach your numbers by the end of the quarter.
As I started working, I realized that it was difficult to meet the daily sales goals. The bank sets goals that are unrealistic for most of us, particularly because the same customers that visit the bank already have the accounts and other bank products they need. Because of the bank's high sales goals, we are pushed to sell to some customers extra checking or savings accounts that sometimes are unnecessary for them. Yet, to achieve our goals we encourage them to open the new accounts by saying it would somehow benefit them. I am not pleased with doing this, because we could easily just convert the existing product to the new one with additional benefits without opening another account. However, not selling them the new products sometimes makes it impossible to meet our sales goal for the quarter.
1. Is it ethical for the bank to keep raising the goals and expect that we keep selling these extra accounts that customers might not really need?
2. What are the ethical issues facing the bank?
3. Is it right for us not to disclose with the customer the idea of keeping the same account and just converting it instead of opening a new one?
4. Should I give in to the pressure of the company to meet the company's goal?
At my recent job, I held a position as a Customer Service and Sales Representative for a wellrecognized bank. My responsibility was to help customers solve issues and concerns they might have on their accounts, but mainly I was to concentrate on selling them bank products. I started out as a teller and worked my way up to Sales Rep. In the training class, we were instructed to concentrate on customer service before anything else, but also told that sales were an important part of the position. We were never told that sales was our primary goal. The goalsetting level in the bank is determined by the amount of sales the bank needs quarterly. However, these goals differ from the requirements of each individual's position. The bank also emphasizes meeting daily sales goals to reach your numbers by the end of the quarter.
As I started working, I realized that it was difficult to meet the daily sales goals. The bank sets goals that are unrealistic for most of us, particularly because the same customers that visit the bank already have the accounts and other bank products they need. Because of the bank's high sales goals, we are pushed to sell to some customers extra checking or savings accounts that sometimes are unnecessary for them. Yet, to achieve our goals we encourage them to open the new accounts by saying it would somehow benefit them. I am not pleased with doing this, because we could easily just convert the existing product to the new one with additional benefits without opening another account. However, not selling them the new products sometimes makes it impossible to meet our sales goal for the quarter.
1. Is it ethical for the bank to keep raising the goals and expect that we keep selling these extra accounts that customers might not really need?
2. What are the ethical issues facing the bank?
3. Is it right for us not to disclose with the customer the idea of keeping the same account and just converting it instead of opening a new one?
4. Should I give in to the pressure of the company to meet the company's goal?
Explanation
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1.
It is unethical for the banks to rai...
Business and Society 9th Edition by Archie Carroll,Ann Buchholtz
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