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DB 320 exam 3 part 2

QuestionAnswer
New Task • significant uncertainty • may take longer • may require more information • seller needs to understand needs, motivating factors
Modified Rebuy • usually firm is displeased with current arrangement • seller needs to understand source of dissatisfaction • guarantees can be effective
Straight Rebuy • no changes required • usually limited to quantity and delivery timetable • sellers may write the purchase orders, provide JIT delivery
Impact of morally ethical climate • improves company reputation, trust, value • clear boundaries for sales people help in the field • improves sales force job satisfaction, retention • enhances customer experience • can be a strong competitive advantage
How to Build a Sales Ethics Program • Clear expectations & modeling from top management • Develop and distribute a Sales Ethics Policy • Establish a culture of compliance
How to Build a Sales Ethics Program • Assign realistic sales quotas and evaluate compensation/commission • Establish controls, monitoring systems • Establish process when facing dilemmas • Establish industry standards if needed
Example of Ethical Checklist: • Recognize the dilemma • Get the facts • List your options then evaluate: • Is it legal? • Is it right? • Make the decision
Internal Reporting Process: An employee reports an ethical concern within the organization by going to a manager, HR, or etc. This gives the company an opportunity to investigate the situation, correct the problem, and hold the responsible person accountable.
Whistleblowing: An employee reports suspected unethical or illegal behavior outside the organization, such as to law enforcement, a government agency, the news, or on social media. could potentially lose their job
Influences on Ethical Decision Making - Family - Religion - Legal System - Profession - Community - Workplace
Channel Conflict Behavior, real or imagined, by a channel member that is in opposition to its channel counterpart
Potential Benefits of Channel Conflict - More frequent, effective communication - Critical review of past actions. Break old habits - Devise a more equitable split of the system resources - More balanced distribution of power in their relationships
Affective Conflict channel partners experience negative emotions: tension, anxiety, anger - Erodes trust and confidence in partner - Retaliatory behaviors by one member can occur
Reicheld and Sasser (1990) established increasing customer retention by 5% can increase profits by as much as _____. 25% - 85%
The cost of doing business with an existing customer was ______ of the cost for attracting new customers. 17% - 20%
Business Relationships evolution stages • Awareness • Exploration • Expansion • Commitment • Dissolution
Business Relationships evolution stage - Awareness Recognition that a supplier may be able to satisfy an important need.
Business Relationships evolution stage - Exploration A tentative, initial trial with limited commitments by both parties. This trial period may go on for an extended period of time.
Business Relationships evolution stage - Expansion Expanding the rewards for each party in the relationship.
Business Relationships evolution stage - Commitment The commitment by both the buyer and seller to an exclusive relationship.
Business Relationships evolution stage - Dissolution Total disengagement from the relationship. This may occur at any point in the relationship.
Created by: $Z-Money$
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