18 The new boss Background Business Equipment and Systems (BES), based in Birmingham, England, sells fax machines, data projectors and slim plasma screens. Eighteen months ago, its national Sales Manager, Vanessa Bryant, moved to a senior management position. Her replacement, Nigel Fraser, has been told to increase turnover by at least 10% and to create a high-performing sales team. However, since Nigel's appointment the team has not been working effectively and morale is low. Last year's sales were over 20% below target. The sales team has a mix of nationalities because BES intends to enter other European markets in the near future. NIGEL FRASER Nigel Fraser is well aware that his sales team CASE STUDY A 'whiz kid'. Previously worked for a is not working well together. Before considering what action to take to improve business equipment chain. Ambitious its performance, he made some notes on and creative with a direct, 'no-nonsense' the team. Read about Nigel and then read approach. Task-oriented, he sees his the notes on the sales team (on page 75). main objective as meeting sales targets. Very disappointed with current sales 8.4 Listen to the meeting chaired by performance. Believes the team needs Nigel Fraser. What do you learn about the to be controlled more tightly and is team's problems? underperforming because of bad habits acquired under Vanessa Bryant. Additional problems in the sales team 1 When the sales staff miss their targets or when customers complain, the staff blame each other or other departments. No one takes responsibility for mistakes. Task 2 Members of the team do not help each other enough, for example by passing on You are directors of BES. Work in groups of information about customers. Some four. Choose a role card (see pages 146, 149. members dislike each other. 150, 151). Director 1 leads the meetings. 1 Read your role cards and prepare for a 3 Staff become aggressive when Nigel meeting to resolve your company's team criticises them for poor performance. building problems. 4 Morale in the department is poor. Nigel 2 Identify all the problems which are affecting felt happier in his previous job, and he has the performance of the sales team. heard people talking about the 'good old 3 Discuss how to improve the performance of days' when Vanessa Bryant was running the the sales team. department. 4 Work out an action plan for the next six months. 5 If there is more than one group of directors, compare your action plans