Jean-Pierre Mercier
6071 Notre-Dame-de-Grâce avenue
Montréal (Québec)
H4A 1N3
Tel. (work): 514-486-8298
E-mail: jp.mercier@challenge-action.com
I. University Studies
· Bachelor in Business Administration (France) (MBA)
· 3rd cycle in Marketing and International Business (France)
II. Sports
· Judo: black belt
· Sailing: Racing at national level on a Tornado (olympic catamaran)
· Powered Parachute
III. Records
· Diving under ice without equipment – 1984 Guiness Book
· Stands on a trapeze under a hot air balloon at 3 000 m – 1989
· Various TV shows in France, Canada, Japan (from 1986 to 1990)
IV. Professional experience
· Export Manager at CRIT (France)
· Assistant to the president of CRIT (ranked French 15th wealthiest companies)
· Consultant in Europe
· President of Challenge-Action Inc. (Canada) (Since 1990)
V. Publications
· Books:
& Le coaching (Quebecor edition)
& La motivation des employés (Quebecor edition)
& La gestion des performances (Québecor edition)
& La vente participative (Québecor edition)
· Newspaper column:
Ø
Articles in the business section of the Journal de Montréal on a
bi-monthly basis
· Software: Conception and realization of a Performance and skills management software.
VI. Author of training manuals for the following companies:
Ø “Coaching”: DMR Group (1992) (training of 50,000 persons at Boeing J-C)
Ø “Negotiation”: Bell Canada (1995)
Ø “Coaching”: Stentor (1996)
Ø “Selling on the phone”: Stentor (1996)
Ø “The Power of Motivation”: Phone Power (1997)
Ø “Selling on the phone”: CIBC (1998)
VII. Accomplishments
Sales
· Launching and training of Tele Sale team at Labatt Breweries.
Result: 1 point of market growth per year during first 3 years.
· Launching and training of Tele Sale team at Pepsi Canada (1993 – Montreal and Calgary).
·
Training the CIBC outbound
team for the launching of “President Choice Financial” (1997).
Result:
Huge success of the launching.
·
Blue Cross (Québec and
Ontario) Sales training of their customer agents (2002).
Result:
+50% of closing ratio during the first 3 months.
·
Training of a pilot group of CIBC Halifax call center (1998).
Result:
+ 150% of sales within a week. The experiment was not continued due to an
increase of calls from 7 minutes to 9 minutes. However it was the first step of
the Sales oriented policy of CIBC.
·
Sodema: Bell Impartitor –
Sales training of the agents and the coaches (1999).
Result:
+30% sales increase.
Coaching
· Writing of the first coaching training course for Bell Canada – 1991
· Training of most, if not all, Bell Sales managers between 1991 and 1997: Customer Service, CPS, major accounts.
Result: A 1996 N-Tug study (Stentor) shows that Montreal CP get the best results. They identify the reason: coaching practices and training.
· Coaching initial training of all Bell CS managers from 2001 to date (Montréal and Québec).
· Training of all managers at Cogeco Cable between 1997 and 2000.
·
After conducting a North American-wide survey, Stentor decides
that the best coaching course is offered by Challenge-Action and buys it to
train all its trainers how to coach (1998).
· Training at all Telus Call centers (Calgary and Vancouver) (1999).
Special operation at the Telus New Westminster call center in order to improve results:
– Work organization
– New rules
– Selection Agents
– Coaching
– Sales training
– Motivation program
Results: 300% increase in sales over a period of 8 months.
Team Building – Motivation
& Author of the Phone Power Motivation manual for Stentor
J Team building sessions with:
– Bell Canada
– Merck Frosst
– Labatt
– Axa
– Loto Québec
– Abbott
– Wyeth
– Caisses populaires Desjardins
– National Bank
– Transcontinental
– Stentor
– Sun media (Québecor)
– Raymond Chabot Grant Thornton (RCGT)