Paul, the HR manager at Quartz Power Group, leads a meeting to discuss a new training program for the call centre. David presents mixed findings from market research, highlighting customer dissatisfaction with the call centre. Anna and Maria discuss potential training solutions, considering whether a refresher course or a complete overhaul is needed. They agree to review the current training approach and the full report to decide on the best course of action.

Who is leading the meeting to discuss the new training program?

• Anna

• David

• Paul

• Maria

Why was David invited to the meeting?

• He is responsible for customer service.

• He conducted the market research.

• He will develop the training program.

• He is the HR manager.

What was the main issue identified in the market research?

• Marketing campaigns

• Call center service

• Pricing strategy

• Product quality

What is one reason customers are leaving the company?

• Inconvenient location

• Lack of product variety

• Poor service

• High prices

What concern does Anna have about the training program?

• It is too expensive.

• It is too time-consuming.

• It is unnecessary to start from scratch.

• It is not relevant to her team.

What does Paul suggest might be enough instead of starting from scratch?

• Hiring new staff

• A refresher course

• Changing the product line

• Increasing salaries

What does Maria propose as a first step to address the issues?

• Implementing new protocols

• Reviewing the current training approach

• Hiring more staff

• Reducing working hours

What do Anna and Paul agree to do with the report?

• Send it to the CEO

• Ignore it

• Publish it online

• Review it together

What is the ultimate goal of reviewing the report?

• To decide on a marketing strategy

• To expand the business

• To determine necessary training actions

• To cut costs

What does Paul bring to the meeting to help with the discussion?

• A guest speaker

• A presentation

• Copies of the report

• A video tutorial