Script

Sales Manager -
Senior Staff 1 -
Senior Staff 2 -
Chairperson -

Chairperson - Good morning, everyone. So, we are having the meeting to discuss the Worlducation goals and
how Worlducation is being affected due to Covid-19. Moreover, I heard that there are several complaints coming
from both customers and staff members, therefore, we will be discussing about it too. Then, we will carry out
negotiation of the implementation of the new cloud-based software. Could we call this meeting to order?

All - Sure, Madamchair.

Chair - First of all, I want to start by reiterating Worlducation’s goals for everyone here. It’s crucial to ensure
that all financial operations, KPIs and results support the strategic policies. We also intend to increase our profit
by 10% annually, and we’re working to identify new and expand existing revenue streams to help more
classrooms in need. Additionally, more options for products and services provide chances to reach a wider target
market, which boosts sales.

Sales Manager - And how should we maintain a great relationship between our business and consumer, Madam?

Chair - So, customer-centered approach that prioritizes satisfying all of their high-quality technological needs as
well as driving innovation to better satisfy consumer needs are our strategies.

Staff 1 - May I ask what are Worlducation’s objectives to improve staff performance, Madam?

Chair - Worlducation offers employees training programs with a view to better serve customers. Our company
encourages creativity and adaptability to change. Furthermore, we are looking at using technology in human
resources while also enhancing the diversity of our staff.

Chair - That’s what Worlducation aims for the business. However, as everyone knows, the Covid -19 pandemic
has a significant impact on Worlducation. Government regulations during the outbreak forced the closure of
several firms, disrupting the production process and lowering profits. Although the trend in consumer spending
has changed, it hasn't had an impact on the ICT sector since more tablets are being demanded by those who
work from home. Now, let’s move on to the customer and staff complaints, please share your opinions with us.

Staff 2 - I’ve been part of Worlducation for 3 years, but have been in the sales industry for the last 10 years. The
most difficult period of my career thus far has been the last six months. There are numerous staff who did not
write their names at the bottom of the email while sending. I’m frustrated when receiving those and have to
resend it asking for their names and departments. It wastes time as well as reduces work effectiveness as a
result, therefore, there needs to be a timeframe for staff to reply emails within 48 hours. Also there’s a few staff
who unbothered using greeting lines which were quite rude, and they often used slang or jargon that was
nonsense as I could not understand.

Staff 1 - I’ve been a part of the company for 4 years and been in the sales field for 15 years. I’ve also been
suffering for the last 6 months. I understand that we have to make sales calls via zoom due to Covid but the lack
of training in using it makes me frustrated, we were only given little instructions and there are no protocols for
us to follow when communicating with clients. Furthermore, reaching the same sales target is difficult, the top
executive calling for a higher target makes it even harder for us.
Manager - We also received numerous complaints from our consumers. Some have complained that during the
three meetings they participated, staff usually took a few minutes to figure out how to use the camera and
microphone, which caused the meeting to be delayed. And customers said that the staff's background were
visible and they were still in their pyjamas. They are also frequently being interrupted by people who assumed
to be their family members which leads to discomfort. Consumers mentioned that staff looks unprofessional
when struggling in using Zoom.

Manager - Meanwhile, another customer said that while participating in the Zoom seminar for purchasing
tablets. Staff member was late due to struggling working on camera and headphones, and they were quite
disrespectful. The staff person in the 2nd meeting didn't know how to utilize zoom and accidently shared
information about another sale for which they were filling out paperwork during the share screen.

Chair - Ok, I’ve got all the information. Now, I want to say that the Board of Directors has approved to
implement the new cloud-based software whereas consumers can easily access it remotely on their own devices.
Wolducation will still manufacture tablets, however, they asked to mainly focus on clients buying software for
their own one. The revenue is projected to reach $55 million by the end of 2022 despite the fact that it has only
generated about $42 million to date. Therefore, increasing staff sales targets with a view to follow up revenue
targets is considered.

Staff 2 - From my perspective, I believe in Worlducations visions, though, selling the software alone rather than
the package as usual would be a concern.

Manager - As a sales manager, I would say that the sales team has put in a lot of effort and almost achieved the
yearly target. Hence, if the company raises sales target, I hope to see a 1% commission increase as a reward for
them.

Chair - From my point of view, I expect you guys to reject this idea from the Board of Directors. Instead,
additional staff will be hired to reach higher sales target. In addition, training and guidelines are provided for
better staff performance. Unfortunately, I was given permission to increase commission by only 0.5% comply
with condition, consequently, the offer 1% increase is impossible.

Manager - Ok, I understand it, Madam.

Chair - That’s all I want to discuss for this seminar. So, do you guys have any questions, please feel free to ask.

All - No, we have no questions, Madam.

Chair - Then, I call this meeting to an end. See you in the following meeting.