Adopting ethical sales behavior

Eric Julienne ()
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Eric Julienne: LITEM - Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) - UEVE - Université d'Évry-Val-d'Essonne - Université Paris-Saclay - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], UEVE - Université d'Évry-Val-d'Essonne

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Abstract: This chapter focuses on how unethical behavior emerges, pointing out the dilemmas faced by salespeople and explaining how influence techniques can be misused to manipulate customers. There are a variety of situations that expose salespeople to ethical dilemmas more than other professions. The dilemma arises from the need for the salesperson to choose between the conflicting interests of the customer, the employer and themselves. The principles of influence set out by Cialdini can be used by the salesperson in an entirely ethical way. On the other hand, unethical behavior occurs when the principle of influence is falsified, when it is fabricated by the seller in order to obtain the order. The chapter sheds light on ethical sales behavior and the conditions that foster its emergence, and shows that ethics enhance salespeople's well-being, customer satisfaction and sales performance.

Date: 2024-06-21
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Published in Thierry Delécolle; Florence Jacob; Isabelle Prim-Allaz. New frontiers of customer strategy : managing sustainable, environmental and ethical transitions, ISTE ; Wiley, pp.157-169, 2024, Innovation, entrepreneurship and management series, 978-1-78630-850-4. ⟨10.1002/9781394300747.ch12⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04696079

DOI: 10.1002/9781394300747.ch12

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