Ethical Dilemma Case Study

Tracey Wise has been selling computer systems for just over nine years and has earned the position of senior account manager for one of the leading companies in the industry. For several months, Wise has been working with a major insurance company that is looking for an automated information system to solve the company's growing backlog of worker compensation claims. After reviewing the information from previous sales calls with the buyer, Wise and her tech-support team decided that the R740 system offered the greatest benefits to this particular customer. However, a special sales promotion provided company salespeople additional commissions and double points toward the annual sales incentive trip to Hawaii for each R800 system sold. The higher priced R800 had all the same features and capabilities of the R740 along with many more. However, few of these additional capabilities would ever be of value to the insurance company. During her last sales call, Wise explained and demonstrated the R740 and the R800.

What should Tracey do?

a) Recommend the R740, because it offers the most value to the customer.

b) Recommend the R800 by telling the buyer that the additional features would be needed as the company grows.

c) Present a detailed comparison of all of the features offered by the R740 and R800 and let the buyer make the decision.