Question

Kendra works as a salesperson at an appliance store. Her boss instructs employees to steer all customers to higher-priced models with extra features, as these appliances generate more profit for the store. Sometimes Kendra feels guilty about misleading customers who just want basic features. According to Norman Vincent Peale, which question should Kendra refer to as she proceeds to make an ethical decision?

1) What is the best way to maximize profit for the store?
2) How can Kendra ensure customer satisfaction?
3) What are the basic features that customers want?
4) What is the ethical thing to do in this situation?

Answer 1

Option (4) Kendra should refer to Norman Vincent Peale's question, "What is the ethical thing to do in this situation?" when making her decision as a salesperson.

Step-by-step explanation:

According to Norman Vincent Peale, as Kendra faces an ethical decision in her role as a salesperson, she should ask herself "What is the ethical thing to do in this situation?" This question aligns with Peale's perspective on making decisions that consider moral principles above other motivators such as profit or customer satisfaction.

This approach suggests that Kendra should prioritize doing what is right by the customer, ensuring she does not mislead them into purchasing more expensive appliances if they do not need the extra features. This consideration will help her to find a balance between the store's profit motives and her own ethical standards.

Furthermore, using the foot-in-the-door technique, Kendra's employer is likely encouraging employees to begin with small requests before introducing more substantial and expensive options to customers. This method aims to gradually build compliance, often leading to increased sales. However, ethically, this tactic may clash with honesty and transparency, particularly if customers are being steered towards purchases that do not align with their actual needs and interests.