Assignment task:
Further Case Study Background Information
The VIP event night was a huge success. NCT sold twelve (12) camper trailers, on the night exceeding the agreed KPI of a minimum of five (5) camper trailer sales from the VIP night.
Following the event, feedback was collated from the attendees of the VIP event night to evaluate the evening, experience, product quality and customer service provided.
It was discovered that one (1) of NCT sales staff members, Craig Norton, was rude to customers following the event and won't return the customers calls. Sales transactions were processed on the night, but no post sales service was performed.
It was discovered in follow-up conversations and meetings with Craig that he finds customers (who was from a different country) difficult to understand due to their accent and when questioned Craig said "I won't tolerate wasting five (5) minutes of my life I can't get back talking to someone I can't understand. I got the sale, what more do you what?"
From the six (6) sales member present on the night, Craig was the top performer, with eight (8) out of the twelve (12) sales, were closed my him alone.