In an ever-evolving banking world, where client expectations are increasingly sophisticated, Mercuri International is supporting the teams at Banque Populaire Bourgogne Franche-Comté (BPBFC) in enhancing their commercial negotiation skills. This training, delivered by Armand Lefebvre and Philippe Dubois, enabled BPBFC teams to refocus on their primary mission: creating value for their clients. Fabien Bouillot, Director of the Business Network, and Laurent Berthe, Commercial Director, provide a detailed account of this transformative experience.
A strategic context: guiding BPBFC’s Corporate Account Managers (CAE) toward relational excellence
For BPBFC, the goal is to position itself as the reference bank for businesses. Faced with increasingly complex markets and high client expectations, acquiring commercial negotiation skills is essential for retaining customers. “Our ambition is to be the leading bank for our top-tier clients, their preferred interlocutor,” says Fabien Bouillot. The training aimed to transform the posture of the CAEs—both junior and senior—by strengthening their negotiation skills.
Today, commercial performance is no longer solely based on the quality of the financial products offered, but also on our teams’ ability to engage in dialogue, advise, and persuade.”
Fabien Bouillot
Why Mercuri International? “The reputation and personalized approach”
The choice was made following very positive feedback from a previous training session for BPBFC advisors. Fabien Bouillot and Laurent Berthe appreciated our consultants’ ability to create an immersive experience grounded in the everyday realities of banking. “Positive word-of-mouth and our need for skill enhancement made our decision easy,” confides Laurent Berthe. Mercuri offers an approach combining 30% theory and 70% practice, enabling CAEs to challenge decision-makers while mastering negotiation techniques.
Tailor-made training through co-creation
Unlike many programs, Mercuri’s training was designed to be participatory from the start. To ensure the effectiveness and relevance of each session, Armand Lefebvre and Philippe Dubois worked hand in hand with BPBFC teams to develop realistic negotiation scenarios. “We were truly in a co-creation process, and that made all the difference for our teams,” rejoices Fabien Bouillot. The training drew on real cases and integrated regional specificities, notably in the plastics industry.
„It’s the first time a trainer has involved us so much in creating practical case studies. This tailor-made approach had a direct impact on our teams’ engagement and motivation.”
Laurent Berthe
Armand and Philippe adapted each session to the needs of the CAEs and their managers, allowing for a smoother and more impactful learning experience. By offering a variety of scenarios inspired by real situations, the training enabled CAEs to work in a familiar environment and immediately apply these skills in their daily work.
A structured framework for measurable results
At the heart of the training was the learning of key concepts essential to support CAEs in their commercial interactions. Mercuri’s “Dedicated to Banks” approach is based on five key steps of negotiation: preparation, setting the framework for the interview, discovery, tactical positioning, and finally, co-constructing the solution.
These steps incorporate Mercuri’s proven tools that have driven our clients’ success. They help build a fluid and methodical process, fostering both clear communication and value creation for the client. “This approach provided us with a true roadmap, helping us structure our interactions while adapting to each client’s specific needs,” testifies Laurent Berthe.
By adopting these principles, BPBFC teams have developed an enhanced ability to create a trust-based dynamic and conclude win-win agreements, while reinforcing their credibility and adaptability. Fabien Bouillot adds, “This methodology has allowed us to progress significantly, both in the quality of our interactions and in the results achieved.”
The impact of a 5-step negotiation method:
„Our CAEs are now able to argue and negotiate with greater credibility. They highlight verifiable facts to support their proposals, which reinforces our clients’ trust.”
Fabien Bouillot
Tangible results: from individual confidence to collective performance
Since the negotiation training, BPBFC has observed a significant transformation in the posture of its CAEs. Thanks to self-assessment tools and feedback sessions, teams have refined their techniques, gained confidence, and adopted a more relational approach. “We are witnessing a notable evolution in our CAEs’ posture. They now adopt a more balanced approach with business leaders, no longer merely selling but building lasting relationships,” says Laurent.
Fabien Bouillot adds, “The initial results are very encouraging. Our teams are better prepared to move beyond a price-centric approach and create real added value for our clients.” This has enabled BPBFC to boost customer satisfaction while improving loyalty and expanding their business portfolio.
Long-term training to maximize impact within BPBFC
To consolidate the gains, BPBFC has implemented regular follow-ups and evaluation tools. Periodic meetings between CAEs and their managers allow them to revisit negotiation techniques and share best practices. This sharing dynamic ensures that the acquired skills do not remain theoretical but are integrated into everyday operations. A follow-up workshop is also scheduled for next spring to further reinforce and assess the application of these techniques in the field.
Thanks to the training, we now share a common language that facilitates collaboration among our teams and encourages a constant exchange of best practices”
Fabien Bouillot
Our consultants’ reflections: a shared success
For Armand Lefebvre and Philippe Dubois, banking sector consultants at Mercuri International, the negotiation training conducted with BPBFC is a successful example of collaboration and transformation. They emphasize the strategic vision adopted by the bank and the importance of negotiation training as an operational skill. “Negotiation is not just a soft skill or a ‘behavioral garnish’ on top; it is a structured and operational competence, essential for tackling the challenges of the coming years. With BPBFC, we found a perfect alignment of the planets: managerial commitment, total customization, and the banking expertise of our team of consultants,” explains Armand Lefebvre.
Philippe Dubois also emphasizes the importance of the final certification, which provided a demanding and concrete framework for the training. “This was not just a training to fill a budget, but a support program aimed at real transformation. The skills acquired did not remain theoretical; they have become ingrained in the daily routines of our business managers, with tangible results,” he specifies.
A partnership based on trust and commitment
One of the keys to this success lies in the mutual commitment between Mercuri International and BPBFC. “The leaders were our first supporters. They didn’t speak of ‘your training’ but rather ‘our training.’ They became fully involved, which created an atmosphere of trust and co-creation,” testifies Armand Lefebvre. Philippe Dubois adds, “Their availability and commitment were essential in transforming this training into a true lever for change.”
With more than 18 years of experience in banking training, the consultants at Mercuri International assert that this collaboration perfectly illustrates the power of a tailor-made and structured approach. “We know that our methods work, and the results observed at BPBFC prove it once again,” concludes Philippe Dubois.
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