WORKING WITH YOU TO

IMPROVE BUSINESS

PERFORMANCE

Mercuri International (UK) Limited

3000 Hillswood Drive

Hillswood Business Park

Chertsey

Surrey

KT16 0RS

www.mercuri.co.uk

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Serving Companies Around the World

A worldwide network of 50 local offices in over 40 countries with over 50 years

of experience partnering 18,000 clients.

MI Eastern Europe

� Belarus

� Estonia

� Latvia

� Lithuania

� Moldova

� Russia

� Ukraine

MI Western Europe

� Austria

� Belgium

� France

� Germany

� Italy

� Ireland

� Netherlands

� Portugal

� Spain

� UK

� Switzerland

� Denmark

� Finland

� Norway

� Sweden

MI Asia

� China/Shanghai

� Hong Kong (Asian Regional Team)

� Korea

� Japan

� India

� Associates and own consultants in Indonesia, Singapore, Thailand, Malaysia

� Australia/New Zealand

MI Middle East & Africa

� UAE

� South Africa

MI Americas

� USA

� Canada

� Brazil

MI Central Europe

� Czech Rep.

� Croatia

� Greece

� Hungary

� Poland

� Slovakia

� Slovenia

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The Mercuri 5 Step Approach

Mercuri International is a global training and consulting organization that works with its

clients to help deliver improved business results.

Our success is based on a comprehensive 5 Step Approach that contains the tools and

techniques necessary to drive change within the organization.

Project management, administration, support & helpdesk...

Audit

Consulting

Transmission of

models developed

Implementation &

coaching

Consolidation &

empowerment

Improvement

areas

Development

of solutions

Competences

reinforcement

Transfer in

daily job

Long lasting

result

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Audit

Mercuri International utilise a range of analytical tools that are designed to improve the

understanding of staff and/or customers. Each can be used in isolation, but often a

combination of tools will provide the depth of understanding needed.

Customer Attitude Research Evaluation (MI-CARE)

Helps you to understand how your customer views you. Not only

does it measure how well you perform it tells you what your

customer sees as important.

Personnel Attitude Research Evaluation (MI-PARE)

Helps you to understand what you people think of the business. It

measures their attitude towards the company, their manager and

their department.

Online Competence Benchmark

Designed to measure competence and identify

development needs. You can also benchmark your people

against others from leading organizations around the world.

Sales Management Process Efficiency (SMPE)

Helps you to measure the effectiveness of the sales

managers. Used to assess the sales management process

and can benchmark managers against industry leaders.

Overall Survey Scores

31%37%

25% 27% 26%

34%30% 29% 30%

93%90%

96%

65%

80%

68%

80% 80%77%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Marke

t Information

Stra

tegy

& P

olicy

Past R

esults

Futur

e Res

ults

Pas

t Activity

Future A

ctivity

Pas

t Com

petenc

e

Future C

ompe

tenc

e

Ave

rage

Sales Management Category

Pe

rce

nta

ge

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Consulting

Bringing about a change in results is achieved by making

changes in a number of areas.

Mercuri understand how these changes need to happen

and can bring a wealth of experience to making change

work.

Using a proven and effective project management process

(MI-PROMS) we can help our clients to address those

details that make the difference between success and

failure.

In order to build the right solution Mercuri can rely on over

50 years of experience in business improvement.

The basis of this ability is a catalogue of knowledge in the

business improvement area that is second to none.

This knowledge is captured in over 200 “building blocks”

that help to shape the right solution for each client situation.

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The Training and Coaching Solution

Transmission

Mercuri International uses a number of effective

ways to develop the competences of your

people.

Each has its own value in achieving the right

change in attitude, knowledge and skills.

Business Simulations

Mercuri Business School

Virtual Training

Workshops

Tele-coaching

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Implementation

As business practitioners Mercuri understand the practical

implications of business decisions.

As consultants we are able to guide senior managers in

making the right policy decisions to bring about the right

results.

Helping others to perform is the essential part of the

managers role. The manager is therefore the key driver in

the implementation of new knowledge and skills.

Mercuri can coach the managers to become effective as

enablers in the business process, giving them tools,

methods and improved skills.

Improvement comes from the regular application of any

new skills.

The focus on the teams is to ensure that new ways of

working become embedded, so regular review and

development will ensure long lasting success.

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Consolidation

The most effective way to consolidate change is to

demonstrate how well change has been implemented.

This means showing a return on the time and money

invested in any development project. It also means sharing

success stories.

When people can see that the results of their efforts have

shown real improvement in results they will be ready for

any future challenges.

Having a long term plan that includes development for the

team shows commitment from the company and enhances

the motivation of the team to perform.

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Online Competence Benchmark™

The Tools

Flying high?

Most organizations in the world

recognise both the importance and

difficulty of having well equipped

customer facing people. The role of

customer facing people and those who

lead them has never been more

demanding. What skills, knowledge and

attitudes do these key people need

today and into the future? What level

are they at today and how do they

compare with others?

Know and Grow?

The Online Competence Benchmark™

is a web-based assessment tool that can

be used to identify the strengths and

weaknesses of individuals or groups of

salespeople, sales managers, customer

service people and relationship / key

account managers,. The tool is based on

our experience with over 18,000

companies across a range of sectors

and our experience of developing people

in both global players and niche market

leaders. It provides compelling insights

into the current levels of your peoples’

skills, knowledge and attitudes. It allows

you to benchmark them against

Mercuri's profiles. It identifies areas of

risk and opportunity. It can help you

plan areas for improvement and suggest

the best methods to make this happen

efficiently and effectively.

“We had high expectations when we commissioned this

work but the competence benchmarking worked far

more smoothly and has given us far greater insights

than any of us had expected!”

Head of Corporate Global Relationship

Management

Top 10 Insurance Co

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Online Competence Benchmark™

The Tools

����

On-line Competence Benchmark™

Tailored

Apply your language, definitions and

brand to Mercuri’s proven technology

and competence matrices.

Choose from 3 options for running the

OCB: Self-assess, Validated, 360°

Roles Available

Sales

Sales Management

Key Account Management

Customer Service

Channel Management

����

On-line Competence

Benchmark™ Unique

A fully designed, highly flexible

solution to reflect your specific

requirements

����

On-line Competence

Benchmark™ Express

Use the OCB with Mercuri's

definitions without any changes

and following a simple process

Available for teams or individuals

How does it work?

Input:

� We send each person a

personalised link and simple

instructions.

� They complete the self-assessment

online (takes 30-45 minutes)

� Option to get peer or management

review and to validate with line

manager or coach.

Output:

� Individual receives report

comparing current levels with

benchmarks.

� Business receives range of clear

powerful charts with interpretation,

conclusions and recommendations.

Fig 1. Input:

screen for self

assessment

Fig 2. Output:

Priority report

for a team

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MI- Customer Attitude Research Evaluation™

The Tools

The attitude of customers towards your

organisation is the most critical factor in your

continuing success.

Without a positive attitude towards the company,

its products and its staff, customers are at risk of

being lost to your competitors.

To minimise this risk, and identify opportunities to

improve customer retention and business

development, a robust and accurate way

of measuring customer attitudes

towards key aspects of the business is required.

Companies often see this type of work as a ‘nice to do’. In house resource is a luxury rarely

available. Some organizations run customer surveys , find the output isn’t as valuable as they had

hoped but are unsure why.

Some surveys produce a host of data but leaders are unclear what they should do with it, hence it

provides no benefit to the business. All of these concerns are eliminated through carrying out a MI-

CARE™.

Using a robust and proven process, Mercuri’s Customer Attitude Research Evaluation not only

identifies customer opinions, but also which aspects of your business are most important to them.

This enables us to produce a prioritized list of key actions that your business should take to have

maximum positive impact on customer relationships.

With its global reach, Mercuri International has a proven track record of delivering large,

international, multi-language customer attitude research projects against time scales. We have the

knowledge and resources necessary to ensure that the key recommendations from the analysis are

implemented within your business in each of your international territories.

Previous MI-CARE™ have examined a broad range of business issues but typically cover four key

areas. These include: Sales Team Activities, Product Characteristics, Customer Service and

Comparison -vs.- Competitors.

The research gathers both quantitative and qualitative data. The use of open questions provides a

rich source of information to confirm and add depth to the findings from the quantitative data. The

analysis can also distinguish between responses from any important sub-groups you may have.

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Sales Management Process Efficiency

(SMPE)

The Tools

Top sales managers follow a process for managing their people. Understanding what this process looks

like can help other managers adopt a more effective approach to managing their sales people.

The SMPE analysis is designed to identify how effective your sales managers are and where they focus

their effort. It can also enable your managers to be benchmarked against each other and against a global

database of leading companies.

The managers undertake a comprehensive survey to examine what they know and how they work in 8 key

sales management areas. This data is then validated before a detailed analysis is undertaken.

The output can rate the efficiency of each manager and identify areas of best practice. It can also predict

which of your managers are likely to achieve their sales objectives as a direct result of their management

activity.

In addition, this analysis can be used as the basis for creating a consistent and highly efficient sales

management process across the business.

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Mercuri International Sales Academy

The individual learning experience

The changing business environment is constantly

creating new challenges as well as new

opportunities.

For those who have responsibility for winning and

keeping customers it is essential to continually

develop their competence in line with their own

needs and those of their company.

In order to satisfy the specific needs of

individuals the Mercuri International Business

School provides a learning approach that is

flexible yet structured.

Using a web based diagnostic tool the MI

Business School can create a step-by-step

Learning Path which guides the participant

towards the most appropriate course to achieve

their learning objective.

The value of individual development

The benefits of this approach include:

� Shared experience from other businesses

� Catering for the induction of new employees

� Spreading attendance across a number of

dates in order to maintain productivity

� Allowing for more flexibility with budgets

� Giving the individual what they need most

� Support for long term career development

The Mercuri International offer

Mercuri offers a comprehensive range of

programmes designed to support all of the

essential areas of sales.

The programmes available include:

� Sales Management

� Consultative Selling

� Key Account Management

� Presentation Skills

� Negotiation Skills

� Management Development

All of the above programmes are blended with the

relevant e-learning modules to create a truly

comprehensive development experience.

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Blended Learning

Enhancing the learning experience

In the modern economy technology spans

many areas. Successful companies continue to

find ways to make technology work for them

and their people.

In the training environment the biggest leap

forward has been the development of e-learning

as an essential way of improving the whole

learning experience.

Mercuri International can provide access to a

wide range of e-learning modules that engage

individuals more effectively and give them more

control of their personal development.

These modules are typically linked to more

traditional classroom training, creating a

“blended” solution.

Why blending works

The benefits of blending classroom training with

e-learning are many.

� It allows for more effective implementation of

new knowledge or skills

� It enables the coach or trainer to focus on

practice and skill development when face-to-

face, using e-learning more typically for

knowledge transfer

� It reduces time away from the day job and so

maintains productivity

� It suits the flexible lifestyle of busy people

The Mercuri International offer

Mercuri has access to over 270 e-learning

modules that cover a wide range of sales and

management topics.

They include the most up-to-date and relevant

material made available from some of the top

academics and business experts in Europe.

They also include material that is linked to core

Mercuri International concepts.

You can be confident that Mercuri will provide the

right blended solution for your people and your

business.

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Areas of Expertise

Leadership Development

We work with senior leaders to challenge ideas, test

strategies and help them to plan for success. We can help

them to inspire, motivate and gain commitment to the

organization’s goals.

Management Development

We work with managers who need to direct, support and drive

performance in their teams. We coach and train them in order to develop

their skills and utilise the tools available to them.

Supervisory Development

We work with Team Leaders and Supervisors and equip

them with the necessary methods, tools and techniques to

get things done.

Team Development

We work with front line teams in sales and customer service to enable

them to manage relationships more effectively. We train, coach and

develop people to communicate effectively, understand others and

influence behaviour.

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Areas of Expertise

Celemi are a Mercuri Group company renowned

for their innovative approach to Business

Simulations.

These board game based tools create an

enormous level of individual and group

engagement by appealing to various levels of

sensory and emotional connection with

participants.

Apples and Oranges provides a broad and solid

understanding of how the financial aspects of

business impact on results and is one of the most

popular and in demand simulations.

Decision Base offers a challenging insight into

managing and leading teams and organizations by

exploring the mechanisms and consequences of

decision making.

The simulations accommodate groups of up to 24

participants and can be delivered over 1 or 2 days

dependant on what needs to be achieved within a

specific scenario.

The tools can be blended with other types of

Mercuri learning delivery to produce innovative,

exciting and memorable events which can be

tracked in terms of result impact.

Business Simulations

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Example Workshops

Many of the companies that we work with choose us for the extensive coverage we provide across a wide

range of topics. This helps them to build a consistent approach across the business and create links

between different departments within the business.

Some of the typical senior level programmes we provide include:

� Leading and Motivating a Team

� Planning and Decision Making for Managers

� The Impact of Leadership Style

� The Role of the Leader

� Effective Communication

� Managing High Performing Teams

We also provide specialist programmes on key commercial topics, such as:

� Finance for non-Financial People

� Effective Presentation Skills

� Selling Through Third Parties (Agencies)

� Effective Negotiation Skills

� Business Process Improvement

� Effective Project Management

Mercuri can also offer a range of professional selling skills programmes including:

� Sales Leadership Planning

� Managing Sales Performance

� Consultative Selling Skills

� Differentiated Selling

� Selling Value

� Effective Customer Service Skills

� Telephone Selling and Marketing

� Key Account Management

In addition, Mercuri are also specialists in developing client personnel capability in specialist areas such

as:

• Train the Trainer

• Coaching performance improvement

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Some of our International Clients