3. Appoint someone to record the main points of agreement and disagreement. How do you explain the results? What accounts for any disagreement? The Situation Selling a product-whether a good or a servle&-requires the salesperson to believe in it, to be confident of his or her sales skills, and to keep commitments made to clients.

Because so many people and resources are involved in delivering a product, numerous uncertainties and problems can give rise to ethical issues. This exercise encourages you to examine some of the ethical issues that can surface in the selling process for industrial products.

The Dilemma Cleaning Technologies Corporation (CTC) is a U.S.- based company that manufactures equipment for industrial cleaners. The Canadian division of CTC has hired Denise Skilsel and six other recent graduates that have just completed the sales training program for a new line of high-tech machinery that CTC has developed. As a new salesperson, Skilsel is eager to meet potential clients, all of whom are professional buyers for companies-such as laundries and dry cleaners, carpet cleaners, and military cleaners-that use CTC products or those of competitors.

Skilsel is especially enthusiastic about several facts that she learned during training: CTC's equipment is the most technically advanced in the industry, carries a 10-year performance guarantee, and is safe-both functionally and environmentally.