A global bank appointed Mercuri International to deliver 35 relationship-based negotiating programmes to 316 bank relationship managers across five departments, in ten months. The commercial impact has been tremendous and the training investment repaid in the first three months.
The challenge
A global bank appointed Mercuri International to deliver 35 relationship-based negotiating programmes to 316 bank relationship managers across five departments, in ten months.
The task was to deliver sales improvement programs that met performance objectives on time and within budget, while measuring impact through delegate feedback and return on investment.
The solution
Mercuri measured the impact of its programs using the Results, Activities, Competence (RAC) model alongside the Kirkpatrick 4-level methodology. This approach assessed training reactions, skill acquisition, application in the workplace, and commercial impact. It successfully supported program implementation, drove continuous improvement, and demonstrated a proven return on client investment.
The outcome
- Training feedback showed 98% satisfaction, with 99% willing to recommend the course.
- There was a 14% improvement in negotiation understanding and confidence within 90 days.
- Commercial impact included examples such as a £1M reduction in bank exposure, a 2% margin improvement, and increased customer income of £132K.
- The training investment was repaid within the first three months, making it self-financing.
Conclusion
The training delivered significant improvements in satisfaction, skills, and commercial impact, with a clear return on investment achieved within three months.
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