While working as a customer service representative at a bank, a huge part of our job is to sell financial products to customers. We must meet our goal every quarter by opening as many accounts as we can and selling the bank$$s products. The branch manager is very tough, and we can be written up if we don$$t reach our goal; then, eventually we can be terminated from the job if it continues.

As part of our jobs, we are supposed to make sure the customer is aware of the banking products they are getting or the accounts they are opening. Also, the customer service representative needs to explain the product fully to the customer and leave it up to them to decide if they want to open the account or not.

Some of my coworkers do not explain everything in detail to the customer unless the customer asks. However, I have overheard the whole conversation of one of my coworkers$$telling a customer to open a lot of accounts combined because they come as a package. This means the customer will have to open Checking, Savings, Debit Card, Apply for Overdraft Protection, and Credit Card.

My coworker did not give the customer an option to choose from but told her she had to open everything because it$$s a package$$which is not true. The customer had no option because she trusted the employee because he knows better than her. The employee is the one that has more knowledge of what he$/$she is doing. The customer ended up opening all the accounts.

I was really in shock because I knew what was going on and what I had heard was wrong. I also knew that we are supposed to explain the products to the customer and leave the decision up to them as to what accounts they would like to open. I felt so bad that the customer just went by what the employee had said and opened everything, even though she did not want it$,$ but she believed she had to$.$ In addition, the same coworker always got recognized for selling a lot of products and always reaching his goal. I was in shock, and I did not know how to react.

$1.$ Is it fair to miscommunicate with the customer in this way? Are we accurate, unambiguous, and clear? What is the harm if the customer opens all the accounts?

$2.$ Should I have gone over to my coworker$$s desk while he was with the customer and stopped what was going on and made sure the customer got the correct information? Or should I have waited until the customer leaves and then goes to my coworker and tells him that what he had done was wrong and unethical?

$3.$ Is this misinformation given to the customer important enough for me to approach my manager and tell her everything I heard even though the manager pushes us to sell accounts and do whatever it takes?

$4.$ Is it possible the coworker felt pressure from management to meet unrealistic goals and that this pressure was behind the deception?