The matters discussed below relate first and foremost to the training of our external and internal sales consultants in sales techniques and next all the employees of the customer service department as all employees of the Company have different roles in connection with servicing our customers.
The basis was an untrained sales team which works in a market where the need for mapping out the customers’ needs is big as well as realising a value creating sales work.

The Concept and the Progress
The organisation’s understanding of the sales work as well as the realisation thereof has improved considerably. The most significant benefit has been within the area of needs analysis as there is a need for mapping the requirements of the customers so that it is further ensured that the customers receive the goods which they have ordered.
We appreciate that we now have a sales process which functions as a tool for systemising the sales work and we now have focus on issues which are important to develop and train.

Feedback from the Sales Consultants
We have received a lot of positive feedback from both our internal and external sales team. Moreover, we have exceeded our sales target for the first 3 months of 2003, which implies a substantial growth for some of the sale.

Assessment of the Process
The sales training seminar on 3-4 January formed a good start of the training process which is now developed further by way of monthly review seminars where all the employees will participate in seminars relating to customer service.

Contact Persons
The initiatives of Michael Hove were much appreciated. He has demonstrated a great will and ability to identify himself with the issues of the Company and the sales consultants. Furthermore, he has demonstrated proficient skills in communicating the messages so that the participants find it easy to absorb the essential points. We have also appreciated that Michael Hove has been persistent in getting to know the background and issues of the Company as far as possible.

Yours sincerely