Internship report - Bachelor's in Management

LINGUISTIC INTERSHIP

SANDEESHA UNUTH

POITIERS UNIVERSITY BUSINESS SCHOOL

SCIENCES OF MANAGEMENT

STUDENT NUMBER: 21207076

PREFACE

Foreign language proficiency is an essential component of a student’s academic pathway. In order to enable 3rd-year bachelor degree students to improve their language skills, IAE Poitiers requires them to do a 12-week work placement abroad. In addition, such an opportunity promotes independence, professional skills, personal development and allows interns to gain valuable work experience which will undoubtedly prove to be handy in the coming years.

I come from Mauritius Island and I have been learning English and French since primary school. Hence, I grew up speaking both languages with friends, teachers and family members. As a result, I am bilingual and I feel equally at ease speaking either language. For this reason, my main objective when applying for an internship was to improve my marketing skill set rather than my language skills. Indeed, I will be doing a Master’s degree in Marketing Strategy next year and I wanted to have a significant experience in the marketing field, or any other field closely related to marketing. I chose to do my internship report in English for two reasons. Firstly, for the past 3 years, I have been doing my tertiary studies within the French Educational System (BTS MUC and Licence 3 Gestion) and thus I wanted a change from my prior university assignments which were in French. Secondly, during my internship, I had regular interaction with French customers but sometimes, I also had to deal with a few English-speaking potential customers. Being a foreign student, I was allowed to do my internship in France itself. However, I encountered a few difficulties while looking for an internship because the French legal framework requires firms to pay interns for any work placement exceeding two months. Thus, due to financial constraints, firms were not willing to offer me a 3-month internship. I managed to obtain a work placement at Merci+ of Bordeaux for a duration of 8 weeks. I discussed the matter with Mrs Muriel Lorin, course coordinator at IAE Poitiers. She gave her approval for the 2-month work placement in Bordeaux since the internship content met the educational objectives of my degree program and it was coherent with my educational as well as my professional aspirations. However, I had to do another 4-week internship in order to justify a total internship duration of 12 weeks. Thus, I made the most of my internship experience at Merci+ of Bordeaux during the months of May and June and in July, I joined the marketing team of IFRAMAC Ltd in Mauritius; a company operating in the car dealership sector. In this report and during the oral examinations which will take place in September 2013 at IAE of Poitiers, I will present only my two-month internship at Merci+ Bordeaux. My report consists of a general description of the company, a SWOT analysis and various commercial, customer-service and human resources tasks I had to handle.

ACKNOWLEDGEMENT

To accomplish whatever I have done during my internship, there were many people along the way who have been responsible for guiding, advising and encouraging me. I am deeply grateful to them and I would like to seize this opportunity to express my heartfelt appreciation. I am thankful to Mrs Muriel Lorin, course coordinator and law teacher at IAE Poitiers, who authorised me to do an internship of two months in Bordeaux. Since my arrival in France in September 2012, I gained valuable experience being part of a prestigious institute; both academically and otherwise. Despite the initial stages of culture shock, I persevered and developed my capacity to adapt to a new environment. As far as my internship quest was concerned, I refused to get discouraged even if it proved to be a cumbersome process. In the end however, I grew somewhat anxious because I was constantly getting negative responses to my 3-month internship requests. For this reason, I felt relieved when Mrs Lorin validated the 2-month work placement at Merci + of Bordeaux. I owe my gratitude to the branch manager of Merci + Bordeaux, Mrs Allison Dugers, who answered all my questions and offered me professional guidance throughout my internship. She assigned me to tasks and responsibilities which were challenging enough and which met my expectations. She gave me constant feedback on the quality of my work as well as tips on how to improve certain aspects. I always welcomed such critical or corrective feedback because, in my opinion, this is how one learns and gets better at doing something. I would like to thank the other trainees who contributed in making this whole learning experience a success for me and with whom I have developed friendly ties. As a team, we were able to thrive in a healthy work environment.

I am indebted to my parents who provided me with unfailing support during my internship quest as well as financial support when I moved to Bordeaux. I was able to overcome every hurdle I faced thanks to their guidance and motivation. Despite the distance, I always knew they were just a call away.

I am grateful to my friends who live in Bordeaux and who helped me find an accommodation at an affordable price there. They also helped me move from Poitiers to Bordeaux and made sure I enjoyed Bordeaux’s tourist attractions and cultural heritage during my stay there. Finally, I thank my brother who read my report several times despite his busy schedule. I have always admired his writing abilities and I trust his judgement.

TABLE OF CONTENTS

1. The Company Description Page 1 1.1 Merci+ Group

1.2 Presentation of Merci+ Bordeaux Page 1

Page 4

2. The SWOT Analysis of the home services market Page 5 2.1 Key figures of the sector

2.2 SWOT Analysis A. Opportunities

B. Threats C. Strengths D. Weaknesses

Page 6

Page 8 Page 8 Page 11 Page 16 Page 25

3. Duties and responsibilities Page 26 3.1 Sales prospecting and business development tasks

A. Local flyer distribution for home cleaning, ironing and home child care services B. Specific marketing for child care services C. Sales prospecting and follow-up by phone to expand our customer base D. Appointment with the prospect

Page 27

Page 27 Page 32 Page 34 Page 40

3.2 Human resources tasks

3.2.1 Nanny recruitment process A. Step 1: Recruiting from a candidate pool to fill up nanny vacancies B. Step 2: Advertising the vacancy C. Step 3: Job interview D. Step 4: Calculating the theory test scores of applicants for nanny jobs E. Step 5: Reference checks F. Step 6: Calling chosen candidates to fix an appointment G. Step 7: Updating the Employee Database H. Step 8: Initial training session

Page 55

Page 56 Page 56 Page 57 Page 57 Page 61 Page 64 Page 66 Page 66 Page 69

4. Self-evaluation

5. References 6. Appendix

Page 71

Page 72 Page 73

I. THE COMPANY DESCRIPTION

1.1 Merci+ Group

Merci + is a French group which operates in the family care and home services industry. It has been committed to serving busy French people and visitors in France since July 2003.

Milestones

2003 The group was founded in July 2003.n July 2003.

2006 Till 2006, Merci + developed its know-how and expertise in the areas of household cleaning and ironing services in Ile de France and Lyon.

2007 The group adopted an expansion strategy and local agencies were created in several big cities: Lyon, Strasbourgh, Rennes, Metz, Toulouse, Lille, Marseille, Nantes and Nice. It widened its range of services by introducing child care at home. It won the “Enterprise of the year award” by “L’Association pour la Formation Professionnelle des Adultes” on the occasion of the first family care and home services forum (29/11/07 - 01/12/07).

2008 The group pursued its growth strategy through geographic expansion in other cities. During summer 2008, the company headquarters which were previously located in La Courneuve in Ile de France were transferred to Toulouse.

2009 Since 2009, Merci + has developed its services and has made quality of service its top priority. It has implemented gardening and child care services for children under the age of 3 in order to offer customers a complete range of services. In addition, it implemented a new service targeting professional customers under the brand name “Merci+ PRO”. 2009 is also the year of Quality certification. In September 2009, Merci+ obtained the SGS Qualicert “Services à la personne”. In 2010 and 2011, the SGS Qualicert was renewed and Merci+ became more demanding in terms of quality approach.

2010 In 2010, Merci + was once more rewarded for its victory on the occasion of SEPTUORS; under the economic performance category. The prize was awarded by “La DEPECHE” and “Caisse d’Epargne”.

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Key figures

Positioning Strategy

Merci+ takes pride in its positioning as a multi-specialist on the home services and family care sector. It offers a diversified variety of services:

Household Cleaning and ironing

Gardening Commercial cleaning

Child care at home Senior home maintenance assistance in Toulouse

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MERCI+ Group

50 agencies across France

A turnover of 13 million euros in 2010

About 6000 regular customers

More than 2000 employees

More than 1000 initial training programs per year

Target group

Merci + undertakes substantial efforts to reach out to its target group which mainly consists of people aged between 35-50 years who are tired of trying to juggle work and home commitments, people who need more free time to spend with their family or people who need just a little time for themselves. One major target group are those people who belong to the CSP+ occupational category in France: managerial staff, entrepreneurs, independent professions.

The core values and commitments of Merci+

The group lays great emphasis on 3 cores values which create the basis for a long-term relationship with its customers.

Customer and Employee Satisfaction: One of the founding values of Merci+ is satisfaction; customer satisfaction as well as employee satisfaction.

For Merci+, customer satisfaction is a primary objective. For this reason, customers’ needs and wants are at the centre of the firm’s business strategy. This is reflected in the clear and consistent information which is provided to customers about the different services, the delivery of high-quality services by qualified and reliable employees and the personalized customer service. Thus the branch managers who are attentive to their customers’ needs build and maintain trust-based working relationships with them.

But customer satisfaction also depends on employee satisfaction: satisfaction of managerial staff as well as satisfaction of non-managerial staff. Merci + ensures that every employee is given means to achieve professional fulfillment through training and professional development.

Professionalism: This key quality which is vital for success is at the forefront of the company’s concern. Thus the whole Merci+ team approaches its tasks in a professional and committed way.

It is a fact that housekeeping, gardening and home child-care jobs are often associated with negative perceptions such as poor pay, long hours and little chance to progress in the industry. Yet, when we go beyond these clichés, we realise that such jobs require not only professional skills but also good interpersonal skills. For this reason, Merci+ group gives much importance to the professional development of employees and actively develops ambitious training programs. During his career path and depending on his needs, every employee follows at least one training program per year in order to develop new skills and qualities.

Employee integration and professional development: This is a top priority for Merci+ in order to avoid high employee turnover. The group keeps the doors open for everyone regardless of their origin, age and academic level. Indeed, it focuses more on experience, motivation and training rather than on possession of academic qualifications. In an effort to promote equality and non-discrimination, Merci+ has always advocated diversity within its working teams and is consequently a signatory of the Diversity Charter in France. Its staff composition at all levels is concrete evidence which supports this fact: 2/3 of its employees belong to visible minorities. To ensure integration of new employees, the company organizes continuous training during their career path within the group. In addition, Merci+ firmly believes in supporting young people by enabling them to progress according to their skills and motivation and based on a meritocratic approach. Indeed, quite a few senior executives entered the group as interns and occupy high-level positions today.

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1.2 Presentation of Merci+ Bordeaux

Contact Details

Customer Base

Financial Information

Year Turvover

(euros)

% Change Profit/ Loss

(euros)

% Change Wages & Labour

Costs (euros)

% Change

2007 252 036 - 24 721 193 712

2008 351 739 39,56% - 50 926 -106% 283 329 46,26% 2009 545 523 55,09% 5 823 111,43% 392 279 38,45% 2010 560 028 2,66% - 9 040 -255,25% 414 957 5,78% 2011 560 976 0,17%

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MERCI+ Bordeaux

Address: 42 Rue de l’Arsenal, 33000 Bordeaux Telephone Number: 08 00 10 24 22 Email: [email protected]

Web site: http://www.merciplus.fr/

Branch Manager: Allison Dugers

Number of clients

(Bordeaux agency):

Cleaning/Ironing Service: 152

Child care: 18

Commercial Cleaning: 8

Gardening: 1

II. THE SWOT ANALYSIS OF THE HOME SERVICES MARKET

Two complementary models of employment

There are two complementary models of employment in the field of personal and household services.

The bilateral relationship or direct employment relationship describes the situation where workers who are directly recruited by private individuals or households perform domestic tasks in their home.

The triangular relationship describes the situation where workers are employed by an organization (private or public, for profit or not) which sells the services to households, who are the purchasers.

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The Home Services Market in France employs approximately 2 million

employees in a diversified variety of professional household activities ranging from child care, academic support for children, gardening, household cleaning and in-home care and assistance for seniors.

2.1 Key figures of the sector

Before doing the SWOT Analysis, let us have a brief overview of the home services sector with a few key figures. The home services sector in France represents:

�� VALUE ADDED: 17, 4 billion euros of value added in 2011 (1% of GDP)

�� JOB CREATION: 5000 jobs created in 2011

In France, more than 390,000 jobs representing 50,000 full-time jobs have been created from 2005 to 2010. The number of employees has increased by 47% between 2003 and 2010, with an average annual growth rate of 6%. There are almost 2 million people employed in the sector today.

Direct employment remains the main form of employment, with more than 1,000,000 employees under this form in 2010, including those of them passing through the intermediation of a company – the so-called “mandataire” regime. Direct employment represents 70% of the sector (around 350,000 full-time jobs), while employees in companies or organisations represent 30% of the sector (around 150,000 full-time jobs). In 2010, there were 2.15 million of direct employers in the field of personal services. This figure has increased by 63% from 2003 to 2010, corresponding to an average annual increase by 4.9%.

�� NUMBER OF USER HOUSEHOLDS: 4, 5 million user households in 2011, i.e. 17% of households in France.

According to a survey conducted by TNS SOFRES and commissioned by l’Agence Nationale des Services à la personne in February 2010, nine out of 10 French people consider that home services meet their daily requirements.

�� NUMBER OF HOME SERVICE PROVIDERS: 25 300 in April 2011

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�� MARKET SEGMENTATION

Child care, housecleaning and senior assistance services constitute the 3 major market segments of the home services sector with more than 90% of the market share altogether.

�� IMAGE OF THE HOME SERVICES SECTOR

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24%

64%

6%

1%

5%

Reminder: Market trends in 2010

Cumulative % Good image: 88%

37%

54%

4%

1%

4%

Market trends 2011: Image of the Home Services Sect or in France (Source: L'Agence des Services à la personne)

A very good image

A rather good image

A rather bad image

A very bad image

No idea

+13 points

Cumulative % Good image: 91%

The Home Services Sector has an increasingly positive image. According to statistics published by l’Agence Nationale

des Services à la personne in 2011, 91% of the people interviewed had a positive image of the Home Services Industry. In fact, those having a very positive image of the sector constituted 37% of the sample against 24% the previous year.

2.2 SWOT ANALYSIS

A. OPPORTUNITIES

1. Socioeconomic factors and changing lifestyles

The socio-economic factors that have led to a sustained growth in demand for domestic cleaning and baby-sitting services over recent years include: increased levels of income, particularly the dual income households; a steady increase in the number of women employed outside the home; the rising number of single parents; a shift in family priorities focusing on leisure over domestic responsibilities; a greater social acceptance of having help in the home.

Rising number of single parents in France Rising woman employment rate

Source: Données Insee Source: Données Insee

According to statistics, the employment rate of women aged between 25 and 49 years in France has significantly increased over the past 3 decades. It stood at 66% in 1980, rose to 80% in 2000 and reached 82% in 2012. In countries where woman participation is the highest, this rate has reached 90% and this might happen in France in a few years. We can talk about an inverse relationship between women employment rate and the amount of time women devote to domestic work. Indeed, over the past 30 years, the amount of time women devote to domestic work has decreased by more than 25% in France. We should highlight the fact that meanwhile; the participation of men in domestic work has not increased. As a result, the only alternative is to externalize domestic work. Thus, changing lifestyles are driving the surge in residential maid and nanny service providers. Due to people’s hectic work and social life, the Home services industry has experienced a boom in domestic cleaning and baby-sitting demands. Busy consumers simply don’t have the time or inclination to clean for themselves, to cook, take care of their lawns and fix problems that might arise in their homes. They want to spend their limited leisure hours doing things they enjoy or to spend more time with closed ones. Thus they are looking for personal support in the form of housecleaning services, baby-sitting, lawn maintenance, errand-running services, and more. That's when the home services industry comes into the picture: from senior care to housecleaning and baby-sitting, this category of businesses offers solutions to just about any home-based need one can think of. Thus, in today’s busy French society, home services meet the needs of the French family.

2. A relatively recession-resilient business

Home services are among the few businesses whose revenue will remain guaranteed in economic downturns as in good economic times. In fact, this sector constantly needs personnel because even in times of economic crisis, it is relatively recession-resilient due to favourable market trends and increasing demand.

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3. Demographic factors

Source : Fédération du service aux particuliers

The demand for home child care will also rise in the years to come since France continues to boast the second-highest fertility rate in Europe of two children per woman; just after Ireland.

4. The French government’s Lifestyle and Home Care Services Development Plan

Voted in the French Parliament on 26 July 2005, the Lifestyle and Home Care Services Development Plan came into force in 2006 as a response to the major challenges facing the country:

- firstly, higher birth rates, which calls for necessary, swift child-minding solutions; - secondly, population ageing, which requires large-scale old-age assistance and support measures in the context of lifestyle and home care services; - and lastly, the challenges of sustainable development, to which home services can make a decisive contribution. The cost of lifestyle and home care services was once too high to be affordable to many French people. However, through the development plan, initiatives to reduce taxes, social contributions and red tape have been taken to stimulate demand for these services. a. CESU EMPLOYMENT VOUCHER

The most prominent example is the CESU employment voucher which was introduced in France in 2006 and which can be funded by employers or public authorities for their employees. It cuts the price of a home service by a third on average, thereby making it accessible to most French people. It enables anyone to make official payments for work done – even for just a few hours – in the home, while benefiting from tax incentives or from joint funding from other bodies (works committee, local or regional authority, etc.) In other words, the CESU payment voucher in France allows the purchase of personal assistance services in the home (cleaning, ironing, after-school support, home help, etc.).

These pre-paid vouchers are cheques (or deeds) for a defined amount used to pay for lifestyle and home care services, whether through direct employment or an accredited service provider. CESU cheques can be pre-paid by employers (or works committees) or by social service providers (pension fund, top-up insurance company, etc.).

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The demand for domestic cleaning, senior care and babysitting services is also influenced by demographic trends in France. For instance, France’s rapidly aging population creates a critical demand for in-home senior care services with more than 23% of the country's residents aged 65 or older today. And this percentage will grow to more than a quarter of the population by 2020. Thus, the senior assistance segment is an undeniable opportunity for the home services market since one in three inhabitants will be aged at least 60 in 2050, compared with one in five in 2005.

For instance, child care voucher schemes are measures at the level of the workplace which can help employed parents cope with their childcare responsibilities. In some cases, companies, either private or public, can provide employees with childcare facilities such as nurseries. But companies can also finance part of the cost of childcare if there are no on-site facilities. Thus, CESU vouchers enable employers to contribute to childcare costs.

The system operates on the basis of very simple principles: the companies buy the vouchers from an issuer. Then they distribute them to their staff. The user spends the vouchers at their face value in affiliated networks such as nurseries or “personal nannies”, which then are redeemed to the issuer. Hence, childcare vouchers scheme based on shared responsibility between companies, employees, services providers and public authorities; can be considered as an opportunity for the home child care segment of the home services sector.

b. FRENCH INCOME TAX DEDUCTIONS AND CREDITS

Other French child care policies such as tax reliefs or tax credits also play a crucial role in helping parents reconcile care and employment-related tasks. The BORLOO LAW of 26th July 2005 entitles French people to a tax deduction of 50% on domestic help services. In other words, a tax allowance of 50% against the costs of assistance with domestic duties at your home, called domestic employee services is provided by the French government. A domestic employee is defined as one who works in the home, providing, for example, child care, housecleaning, gardening, tutoring, or other services.

The standard tax breaks in France take the form of either tax relief (réduction d’impôt), or a tax credit (crédit d’impôt).

A réduction d’impôt is an allowance against the amount of income tax payable, whilst a crédit d’impôt is a payment to you by the tax authority.

Thanks to these tax incentives, the personal services sector in France has been quite dynamic in recent years. In 2011, 4,5 million households consumed personal services, i.e. 17% of French households, compared to 2.1 million users (8% of households) in 2005. Such tax incentives also economically disqualify illegal work and give all home services employees social security cover and a pension. Indeed, in 2011, 12% of direct employers said that tax deductions have led them to declare services that were so far not declared.

c. SIMPLIFIED PROCEDURES AND FACILITATED ACCESS TO HOME CARE SERVICES

Red tape has also been reduced. In France, 18 ministries used to deal with lifestyle and home care services. Today, the French National Agency for Lifestyle and Home Care Services is the administrative body of reference, responsible for coordinating public action at national level. At local level, it has developed a network of regional delegates working with the prefects of each department in France. The establishment of national mediators between the supply and demand of home services that can guarantee their professionalism and reputation is facilitating access to these services. Such mediators also put countless service providers (associations, businesses, home employees) in contact with users and consumers to inform them, assess their needs, guide them and provide them with a personalized response. Twenty national mediators have been created and are developing their activities.

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B. THREATS

Although the different measures taken by successive governments in the past 15 years (most of which with the Borloo plan) have stimulated demand in the home services sector, they are not able to overcome a few structural barriers: poor image and lack of attractiveness of these trades, the black market, inadequate training of domestic employees and problem of quality of services.

1. Black market: a major threat for the French cleaning industry

High staff turnover appears to be a common challenge for employers. This is typically driven by issues such as low rates of pay, a lack of progression opportunities, and the nature of the work. Households may turn to migrant workers on the black market to deal with the issues that this creates.

However, even if there is a black market on the French home services sector in France, it is a fact that the black market share in France is small compared to estimated undeclared work in other European countries. This is a consequence of the massive support of French public policies implemented through the Borloo law and the Lifestyle and Home Care Services Development Plan.

A comparative report prepared by the French Ministry of Industry (DGCIS) gives complementary data. The share of undeclared employment in the sector of personal and household services (including care and in particular childcare) is estimated to reach 70% in Italy and Spain, 50% in the UK, 45% in Germany, 40% in the Netherlands, 30% in France and Belgium and 15% in Sweden.

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Although the Borloo law has played a major role in reducing the black market share in the home services sector in France, undeclared work is still common today. According to statistics published by l’Agence Nationale des Services à la

personne, the black market in France represented 30% of the home services market in 2010; compared to 40% in 2005.

A study conducted by Médiamétrie revealed that 31% of the French people interviewed still believe that it is more cost-effective to have recourse to the services of domestic employees on the black market than employing a worker legally.

Today, no company in the home services business exceeds the 3% profit margin. This is because home service providers cannot pay their employees under the SMIC (minimum wage) nor very above except at risk to see the customers return to the informal market.

Estimation of undeclared work in personal and household services (care services included)

2. Poor image and lack of attractiveness of the home services sector for jobseekers

3. Lack of awareness about the tax deductions in France

In June 2012, the European Commission had officially asked France to ensure that certain “personal services” should be subjected to the normal VAT rate instead of the reduced VAT rate because they do not, in its view, constitute domestic care services as laid down in European Union law.

Indeed, European Union legislation allows Member States to apply a reduced VAT rate to domestic care services such as home help and care of the young, elderly, sick or disabled. However, France applies a reduced VAT rate to a much broader category of “personal services” which covers, for instance, gardening, housecleaning, home lessons (different from school support), computer and internet assistance at home, maintenance services, and maintenance and temporary guarding of main and secondary residences. This rate also applies to the services of intermediaries operating in the sector. The Commission considers that applying a reduced VAT rate to these services is not compatible with European Union law.

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Country Share or undeclared work (estimation) Source.

Germany 45% 90-95%

80%

DGCIS IWAK report

Estimation on the basis of various German research studies

Italy 70% 40%

DGCIS ISTAT in Kergueris

Spain 70% DGCIS, data drawn from Spanish Personal Service Association

UK 50% DGCIS The Netherlands 40%

28% DGCIS SEOR

France 30% DGCIS Belgium 30% DGCIS Sweden 15% DGCIS

According to the survey carried out by l’Agence Nationale des Services à

la personne in 2011, 29% of the people who had a bad image of the home services sector explained that it was due to the following reasons:

-In their opinion, domestic services are a precarious thus insecure form of employment where there are zero job prospects.

-Such jobs are considered to be poorly paid, undervalued and low-status part time jobs where housecleaners are exploited by their employers.

After much debate and discussion, the 50% tax deduction on all personal services in France was maintained. However, the study conducted by Médiamétrie revealed that 33% of the persons interviewed did not know that the 50% tax deduction on domestic services allowing home service providers to effectively compete with the rates of non-declared work is maintained in 2013. Due to such lack of awareness, people may consider rates of non-declared work on the black market to be more competitive.

4. Cultural or psychological factors

There can be reluctance for potential customers to open their home to unknown persons - this is a barrier often mentioned when analyzing the sector of home-based services. Some very practical aspects of the relationship, such as handing over keys, can be a barrier for many people.

5. Home Services Sector: A highly competitive market in France

� Rapid growth of the home services sector

The home services sector is France is an increasingly competitive market since there is an increasing supply of lifestyle and home care services. Home service providers have to compete not only with direct employers of domestic workers and the black market but also with other similar home service providers. Since the Lifestyle and Home Care Services Development Plan was implemented, the number of accredited home service providers (organisations) has been rising steadily and significantly as shown in the table below.

April 2011 April 2012 % change

Number of home service providers 25 300 28 600 +13, 04% Number of child care service providers

providing child care/ academic support

17 000 19 300 +13,53%

Number of senior assistance service providers 10 800 11 600 +7,41% Number of cleaning/ironing service providers 20 300 22 800 +12,32% Source: Nova/ April 2012

The characteristics of this growth have been evident since the Lifestyle and Home Care Services Development Plan was instigated:

• A sharp increase in businesses and creation of national networks of providers, the development of several of which has been financed by major economic stakeholders;

• Ongoing development of associations, at the same time as a tendency to group together;

• continued growth of direct employment;

• the range of offer is becoming more diverse: in addition to the traditional range of services for the elderly and disabled, provided by associations and by the Local Public Services for Social Action, there are now providers focusing more on home services: housework, gardening, DIY and so on;

• Investment by major economic stakeholders through the creation of specialist subsidiaries or the distribution of specific home services

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� O2: The Home services market leader in France

Merci+ faces fierce competition with O2; the very dynamic market leader which has 152 agencies across the country; 3 times the number of Merci+ agencies.

Merci+ v/s O2

O2 is known for its innovative and original ideas to increase its customer base. On top of providing regular household cleaning, gardening and baby-sitting services to its customers, it has devised a number of original marketing strategies and provides quite a few tailor-made services which are not yet provided by Merci+: One-off cleaning services for special occasions such as spring time cleaning and moving in/moving out cleaning services; Cleaning and baby-sitting services during holidays; wedding cleaning packages for men who want to please their wives-to-be with a special and unique wedding gift; child birth packages.

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02 Group

152 agencies across France

A turnover of 62 million euros in 2010

About 32 000 regular customers

More than 8000 employees

O2 Wedding Packages O2 Child Birth Packages

� Other Merci+ competitors on the home services sector

National operators

ASSISTEO, A+, A DOMICILE SERVICES, BIEN-ETRE ASSISTANCE, CNP SERVICE A LA PERSONNE, CREDIT AGRICOLE SERVICES A LA PERSONNE , DOMISERVE+, ECUREUIL SERENITE SERVICES, FOURMI VERTE, FRANCE DOMICILE, GENIUS SERVICES A LA PERSONNE, GMF, LA MAISON DU PARTICULIER EMPLOYEUR, LCL SERVICES A LA PERSONNE, MACIF SERVICES A LA PERSONNE, PERSONIA, SERENA, SERVICES MGEN A LA PERSONNE, SERVICE ORGANISATION VIE PRATIQUE, SODEXHO

Retailers MONOPRIX (ALLO MONOP), SHOPI Network of associations ADMR, UNA, A DOMICILE, FEDERATION NATIONALE, FAMILLES

RURALES, ADESSA, FNAAFP/CSF

Private Companies

Generalists ADOM, DOMALIANCE, DOMIDOM SERVICES, DOMIFACILE, FRANCE PRESENCE, PLAISIR D’AIDER, VIADOM

Specialists: Senior Home Maintenance Assistance ADHAP SERVICES, AGE D’OR SERVICES, NURSEALLIANCE, SYMPHONIE, VITALLIANCE

Specialists: Housework

O2, MENAGE.FR, MAISON ET SERVICES, TO DO TODAY, SHIVA, VITALI, APRES LA CLASSE

Specialists; Child care/ Babysitting

BABYCHOU SERVICES, FAMILY SPHERE, KIDSASSISTANCE Specialists: Academic Assistance

ACADOMIA, ANACOURS, COMPLETUDE, COURS ABOS, COURS ADO, COURS LEGENDRE, DOMECOLE, GENERATION BAC, KEEP SCHOOL, LAUREAT, PROFASSISTANCE

Specialists: IT Assistance A6T, AIDE ORDINATEUR, BUGBUSTERS, CHRONOMICRO, CLIP PC, DOCTEUR ORDINATEUR, FAMI CLIC, GOMICRO, INFORMATIQUE MINUTE, MULOT DECLIC, PC 30, PC GLOBAL SERVICES, SOS PC ASSISTANCE

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C. STRENGTHS

1. Personalized customer service: A wide range of personalized services which are customized

to meet the individual needs of targeted customers

Merci+ is present on the two most lucrative segments of the home services sector: cleaning and child care services. It provides a professional, caring and personalized approach to its clients’ needs with its 3 different cleaning packages and two types of child care services. Listening to clients is of paramount importance for the company. It recognizes the importance of thorough and consistent cleaning at every visit and it schedules the same housecleaner or baby sitter for each service. Merci+ makes sure to know clients’ requirements before providing reliable, professional work. In fact, it makes sure to do regular customer follow-ups through questionnaires and on-site inspections to make sure clients feel happy about the work carried out by employees.

o Household cleaning and ironing

This service includes ironing; changing bed-linen; bed-making; general cleaning of the home or apartment; thorough kitchen cleaning, attention to hot plates, oven, refrigerator and freezer; cleaning bathrooms, toilets and shower recesses; cleaning of glass surfaces; polishing of timber furniture and other surfaces and full vacuum cleaning. Three Merci+ cleaning packages are designed to fit the specific cleaning needs and budget of every customer.

Basic Cleaning Package

Merci+ basic cleaning package provides a general routine cleaning of the client’s house and is designed to maintain their home looking nice and clean on a regular basis. This standard maid service is meant to take care of clients’ everyday cleaning needs and leaves virtually every exterior surface in their home spotless. It is ideal for homes that are already well kept and show no visible accumulated dust and grime and for customers who just need a basic upkeep of their home.

Advantage Cleaning Package

The Merci+ Advantage Cleaning package is broader and more detailed than the basic cleaning package. This extensive cleaning is suitable for clients who are looking for a more in depth cleaning of their homes and includes additional services that are usually not done on a regular basis but which are essential for every clean house. In addition to the general household cleaning tasks, the house cleaner will perform tasks that are not included in basic cleaning packages such as cleaning windows and will clean places that are hard to clean such as under the bed, behind the couch, inside the refrigerator and freezer, inside of the oven. Such thorough cleaning usually takes more time than regular cleaning.

Expert Cleaning Package

The Merci+ Expert Cleaning Package targets customers who not only want the housecleaner to perform an extensive cleaning of their homes but also want them to do the laundry, to go shopping, to wash the dishes and to cook. This package is ideal for busy persons who have absolutely no time to devote to household tasks.

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Volume mensuel Standard Avantage Expert

< 20 h 19,90 € 21,90 € 24,90 €

De 20 h à 40 h 18,90 € 20,90 € 23,90 €

> 40 h 17,90 € 19,90 € 22,90 €

Cleaning packages hourly rates before tax deduction

Housecleaning hourly rates vary depending on the cleaning package chosen and the number of cleaning hours required per month by the client. In addition, a monthly fixed fee of 9, 90 euros corresponding to Merci+ services must be added.

For instance, if a client requires basic routine cleaning for 2 hours every week (8 hours per month thus < 20 hours), the hourly rate will be 19, 90 euros. The total basic cleaning costs for a month will be 169, 10 euros before the 50% tax deduction.

(19, 90 euros * 8 hours) + 9, 90 euros fixed monthly fee = 169, 10 euros

After the 50% tax deduction, the monthly housecleaning fees will be equal to 84, 55 euros (169, 10 euros/2).

o Home child care

Parents are increasingly using child care services for their children for a wide variety of reasons such as:

- an understandable preference for individual care and attention for their children - an inability to find a convenient day care centre or family day care option to meet their needs - the desire to have emergency care in a crisis - a requirement for before and after school care - reliable and responsible baby-sitting so that busy parents can have some free time as well Thanks to Merci+ Bordeaux, customers’ children are in safe, experienced and caring hands

Merci+ Bordeaux specializes in providing different child care options to meet the needs and requirements of every parent. It makes sure to recruit quality nannies because it understands that children are parents’ greatest treasures. It offers a specialized child care service for children aged less than 3 as well as for children aged more than 3 years. Taking care of a child is not just about simple baby-sitting and the nannies know how to inspire and encourage child development. Thus they are also responsible for the total well-being of the clients’ children whilst on duty.

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Your child has less than 3 years

�� Full-time Nanny Package: The Full-Time Nanny Package is suitable for working parents whose babies or children do not go to nursery schools and who are thus looking for someone to keep their children the whole day and the entire working week. In addition to daily child care activities (meals, toilet), the nanny is responsible for organizing fun activities, the storage and cleaning of toys, clothes and baby equipment to ensure a perfectly clean environment for the child. �� Part-time Nanny Package: This package is ideal for parents who work part-time or whose children go to nursery schools which operate half-day schedules only a few times a week. These parents need a baby-sitter only a few days a week and for about half a day only. The nanny will pick up the child at the nursery school and carry out activities such as naps, meals, snacks, going out for a walk and other recreational activities which are adapted to the child’s age. �� After-nursery baby-sitting: This package is meant for working parents whose children go to nursery schools with full-day schedules the whole week. The parents thus need babysitting services during the afternoon only. The nanny will pick up the child at the nursery; take care of him till the parents return home and carry out activities like naps, evening meals, and recreational activities. Your child has more than 3 years

� After-school Nanny Package: This package is ideal for working parents who do not have time to pick up their children from school and who need someone to take care of their children after school till they return from work. The nanny will thus pick up the children from school everyday, give him meals/baths and accompany him to his after-school activities or help him with homework upon parents’ request. � Full-day Nanny Package: In France, children aged more than 3 years go to school everyday except on Wednesday afternoon, during weekends and holidays. The Full-day Nanny Package is meant for parents who require baby-sitting services the whole day during weekends, holidays and on Wednesday afternoon. The nanny will be responsible for giving meals/baths to the child and for organizing extracurricular activities. She may also help the child with his homework upon parents’ requests.

Volume mensuel + de 3 ans - de 3 ans

< 20 h 19,90 € 20,90 €

De 20 h à 40 h 18,90 € 19,90 €

> 40 h 17,90 € 18,90 €

Hourly babysitting rates before 50% tax deduction

Hourly babysitting rates vary depending on the child’s age and the number of baby-sitting hours per week. For instance, if parents require baby-sitting services for children aged more than 3 years for 8 hours per week (32 hours per month: between 20 hours and 40 hours), the hourly babysitting rate will be 18, 90 euros. The baby-sitting costs are tax deductible. In other words, the hourly babysitting rate is equal to 9, 45 euros after the 50% tax deduction.

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Child Care Benefit through CAF (Caisse d’Allocations Familiales)

In France, lifestyle and home care service providers need to obtain accreditation from government departments to benefit from CESU vouchers and significant social and tax advantages. Merci+ is an accredited home service provider. Consequently, in addition to the CESU vouchers and 50% tax deduction on child care costs, parents may also benefit from social advantages in the form of child care benefit through the Caisse d’Allocations Familiales within the framework of the “Prestation

d’Accueil du Jeune Enfant” (PAJE) if the child is aged less than 6 years and if the parents fulfil the necessary conditions (hiring babysitting services at least 16 hours per month and having a professional occupation unless exceptional situations). The supplement for free choice of childcare is paid to a couple or parent using the services of a registered child-minder or a child-minder in the home. It is awarded either as a separate benefit or, if the parent(s) fulfil(s) the income conditions, on top of the basic allowance. The benefit is made up of two different components: a component covering part of the child-minder's wage and varying according to the child's age and the household's income and a component consisting of payment by the direct settlement system ("tiers payant") of all or part of the social security contributions payable as employer of the child-minder (100% of the contributions payable for a registered child-minder and 50% for a child-minder in the home, up to a certain ceiling). The supplement is paid at the full rate up to the child's third birthday, then at a reduced-rate until the child's sixth birthday.

o Commercial Cleaning: Merci+ Pro

In order to expand its customer base, Merci+ group has extended its cleaning services to professionals who mainly have small or medium-size offices or shops. Merci + Pro provides standard cleaning and maintenance services to professionals (cleaning floors, dusting, emptying bins). For example, Merci+ of Bordeaux provides commercial cleaning in various doctors’ offices.

o Gardening Services

Merci+ of Bordeaux also provides gardening services and the agency’s qualified and experienced gardener applies clients’ instructions to ensure routine maintenance of the customer’s garden: mowing, hedge trimming, weeding, watering, plants’ treatment, lawn care with professional gardening equipment. He is also able to take initiatives in addition to what he is asked to do. The hourly gardening rate is equal to 26, 70 euros and is tax deductible. In addition, there is a monthly fixed rental fee of 12, 50 euros for the gardening equipment provided.

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2. A selective recruitment process to ensure hiring of the best employees and the delivery of high-quality services

Merci+ specializes in hiring the best employees to clean customers’ homes or to look after their children. The group takes pride in having one of the most rigorous recruitment processes on the market place today. The branch manager of Bordeaux has years of experience in personally selecting employees having the appropriate skills which will meet the requirements of customers. Thus all candidates are professionally screened and interviewed in person. This is important in order to hire only reliable, trustworthy and conscientious domestic cleaners or baby-sitters who will just roll on their sleeves and get on with the work. A typical selection process when recruiting includes the following:

- Skills and knowledge test: These exercises measure the knowledge, skills or understanding the candidates have about the company and its services. - Practical and aptitude test: This type of test is used to predict how well a candidate can perform a particular task. It examines the candidate’s potential by testing aptitudes that are relevant to the job or task in question. It is usually timed against the clock; for example, ironing a shirt in less than six minutes. - Job interview: This is an important selection tool to assess the candidate’s self-motivation; personal and customer relation skills.

3. Employee satisfaction

Merci+ aims to build a long-lasting relationship with its employees and is here to provide them with support, encouragement, training and of course the level of work that they request.

o A steady flow of work

Working for Merci+ as housecleaner or nanny offers excellent prospects for a steady flow of work to those who are honest, friendly, competent and reliable. The employees are allocated the same clients regularly and the company can offer new placements if a client should cancel.

o Flexible hours for nannie and housecleaners

One of the great advantages of domestic work is the flexible working hours. Merci+ knows that employees also have a family life so they can decide the hours they are available. Whether employees have children at school or other lifestyle commitments, they can choose the hours that suit them. Merci+ is especially geared for part-time workers, semi-retired people, part-time students, mums wanting to work school hours and anyone wanting to supplement their existing income. Those looking for ten to thirty hours per week are easily accommodated.

o Commitment to continuous training programs Merci+ teams are fully trained to keep up with the rigorous demands of maintaining the highest standards in this challenging industry. Housecleaners and nannies are hired on an initial probationary period during which time the company’s internal training process begins so that they can adapt to their working environments and tasks. Employees who are comfortable with their tasks not only perform these tasks more effectively and efficiently, but also take more pride in their work.

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Merci+ also provides ongoing training sessions at least once a year through training manuals, hands-on training sessions and cross-training opportunities for employees to learn new skills and to give them an opportunity for professional advancement. For example, upholstery cleaning courses are provided to housecleaners to develop their skill set and first aid education is provided to nannies. The purpose of such training sessions is to give employees the skills and necessary knowledge on cleaning techniques and cleaning products to enable them to set themselves up as highly successful cleaning professionals.

o Keeping the lines of communication open through effective and consistent employee

follow-up Merci+ aims to provide a win-win scenario that benefits the employee, client and company. As often as possible, Mrs Dugers meets housecleaners and baby sitters on an ongoing basis in order to find a solution to problems before they become insurmountable.

o A number of services are provided to employees to enable them to effectively carry out

their tasks

Merci+ has created a blog and provides monthly newsletters on its website meant for nannies and housecleaners in order to give them professional guidance, expert advice and tips on how to carry out their tasks effectively. For instance, on the Merci+ blog and monthly newsletters, nannies have access to a wide range of ideas and tips to help them organize creative hand-crafted activities with children, nursery rhymes, lullabies and games they can organize for children depending on their age. Moreover, expert advice is provided on healthy eating habits for children.

For instance, this product diversification table is provided to nannies so that they know what types of food products should be given to babies and infants depending on their age.

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4. An effective communication strategy

Merci+ uses a variety of reliable communication tools at the local and national level to maximise the reach of the brand and the company.

o The company website (http://www.merciplus.fr/)

This is an essential communication tool which is easily accessible to everyone and which is regularly updated to provide necessary information about Merci+ services. Moreover, it generates a large number of prospects everyday via the online quotation request form. The telemarketers at the company headquarters are then able to contact those prospects and convince them to schedule a meeting with the branch manager of a specific agency in the region.

o Search engine optimization

Merci+ promotes its website and other commercial links through popular search engines like Google, Yahoo and Yellow Pages to maximise its visibility and to ensure high traffic to its website.

o Media campaigns

Merci + organizes press campaigns and poster campaigns in order to maximise the visibility of its network of agencies and to strengthen its brand reputation. Such campaigns are done at national level on an annual basis.

o Media relations and events

Every year, Merci+ participates in the Home Services Forum in France which provides facilities to a number of companies (presence of booths, sponsoring of communication tools, organisation of conferences) in order to enable them to directly interact with the public. In fact, Merci+ won the “Enterprise of the year award” by “L’Association pour la Formation Professionnelle des Adultes” on the occasion of the first family care and home services forum in 2007.

o Media presence

Merci+ is regularly quoted in the media, both at local level and national level in the form of articles or interviews about the company, its activities and development strategy.

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o Merci + buys customer databases

Such databases contain valuable information on a number of prospects to enable Merci+ to expand its customer base and pursue its development strategy.

o Communication kit provided to all Merci+ agencies

This communication kit consists of essential tools to enable Merci+ agencies to communicate at the local level and to increase their customer base.

Personalized visiting card Press advertising

Posters and flyers

5. Operational flexibility to simplify customers’ lives

Looking for a nanny or housecleaner through Merci+ instead of directly employing a worker

simplifies customers’ lives since Merci+ undertakes all administrative, fiscal and social procedures

(payslip, employee leave request and liability insurance). Moreover, clients may at any time

terminate their contract with a one-month notice or temporarily suspend housecleaning or

babysitting services (during holidays).

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6. High quality customer service is provided to the customer throughout his life cycle

The delivery of high quality services and customer satisfaction is of utmost importance to Merci+. Merci+ is the first home services company to have the SGS Qualicert Certification which is the world’s best recognized official sign of independently verified service quality. It has the V4 version of this quality certification which is the highest level of requirements for the home services sector. A distinguishing feature at Merci + is that it does on-site inspections at customers’ homes to evaluate the quality of services delivered by nannies and housecleaners. 7. Merci+ Referral Program to win new customers

The Merci+ Referral Program is a great way to promote the company’s services and to acquire new clients. It is the company’s way to say thanks to a customer who refers someone to the company. While the advocate benefits from 4 hours’ free cleaning service, the new customer benefits from 2 hours’ free cleaning service. Whenever an appointment is scheduled with a prospect, the branch manager of Merci + Bordeaux, Mrs Allison Dugers, makes sure to talk about the Merci+ Referral Program.

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D. WEAKNESSES

1. Employee turnover creates staff shortages which impede the provision of quality services

Staff shortages and a relatively high turnover rate are directly related to low wages and lack of motivation. Indeed, Merci+ employees are not paid above the SMIC (minimum wage). Higher wages would certainly increase retention of domestic workers. At the same time, the agency cannot pay housecleaners above the SMIC or else it will have to charge higher rates to its customers who will then prefer hiring a cleaner on the black market. But Merci+ could do other things to motivate a low-paid workforce without necessarily increasing wages. It could for example make the best employees feel recognized and appreciated by giving an “Employee of the month” award and by offering benefits packages every month to compensate for low wages. Another reason for high turnover could be that the majority of housecleaners want a temporary job in the agency until they find a better one. They do not really want to pursue a career in the cleaning business and view their work as a series of trivial tasks. Moreover, there are quite a few employees who are single mothers, usually in their 20s or 30s, and many of them are high-school dropouts who don't have a lot of employment options. They choose cleaning because the hours are family-friendly. Still, it is difficult work and the customers don't always treat them with the respect that they deserve. A few employees have a negative perception of their jobs because they often feel their work is insulting, demeaning, and humiliating as they cater to the needs of customers. Such negative perception can cause poor service delivery, dislike for the customer, negative job attitudes, low job esteem and satisfaction, lowers employee job longevity and causes high turnover rates. If employees do not take pride in their jobs or find dignity in what they do, they are more likely to leave the industry. Employee turnover is problematic in delivery of quality care since it causes discontinuity in home cleaning and child care services especially if it takes time to find a replacement due to staff shortages. As a result the agency loses cleaning contracts. Such turnover is also costly for the company and for the branch manager who must advertise the vacancy, recruit and train a replacement worker.

2. Customer complaints

Although Merci + of Bordeaux aims to provide high-quality services, sometimes customers are not satisfied with the level of service provided. We do have customer complaints about poor quality work - for instance housecleaners who do not move the furniture while cleaning carpets - damage to property and even theft. In order to compensate for poor quality services, Merci+ often makes a commercial gesture by offering a few hours of free cleaning service for instance.

3. Merci+ does not yet offer a complete range of cleaning service options

Merci+ does not provide one-off cleaning services. There are quite a few households who call us because they want their homes to be cleaned for special occasions; for instance after a party or during holidays. However, Merci+ provides only regular cleaning services for customers; so we cannot meet these one-off cleaning demands. Merci+ should develop extensive one-off cleaning packages that suit any budget and needs in order to expand its customer database and to compete with other cleaning agencies such as the market leader O2 which already provides such one-off cleaning services and moving in/out cleaning services.

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4. Merci+ should enlarge its target group for the Merci+ Pro Commercial Cleaning Service as

well as the Gardening Service by creating partnerships

Merci+ pro Commercial Cleaning Service: Merci+ should enlarge its target customers for this type of service. At the moment, it works mostly with doctors’ cabinets. The company could think about providing these services to other types of small businesses such as restaurants. Restaurants could be a good target market for the Merci+ pro service since by the time cooks and servers have worked their shifts, they are tired and not inclined to do a good cleaning job.

Gardening Service: Merci+ of Bordeaux has a single customer for gardening service right now. It absolutely needs to develop this segment by creating partnerships with florist shops who could recommend our gardening services to its customers.

III. DUTIES AND RESPONSIBILITIES

During my internship at Merci+ Bordeaux, I had to perform various sales prospecting and business development tasks as well as human resources tasks. Each task had a specific purpose in the agency and I had to apply a certain methodology to accomplish the work.

Since I will do a Master’s degree in Marketing Strategy next year, I particularly enjoyed the sales prospecting and business development tasks since they are closely related to marketing. A good knowledge of the Home Services Market, the legislation and the company’s marketing mix was crucial is order to perform these tasks the proper way. These tasks enabled me to develop my communication skills since I had to deal with prospects on a daily basis on the phone as well as during scheduled appointments.

As far as the Human Resources Tasks were concerned, I had to follow several crucial steps since selective recruitment, candidates’ reference checks and initial training sessions are an integral part of the company’s activity.

Below is a detailed presentation and explanation of how I performed each task. Part of the work is in the ‘appendix section’ while the rest will be presented during the oral examinations in September.

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3.1 Sales Prospecting and Business Development Tasks

Prospects are the future success of every business; there is no exception to this rule. Consistent prospecting is thus vital for a business to be successful and to promote high visibility.

A. Local Flyer Distribution for Home Cleaning, Ironing and Home Childcare Services

WHY?: OBJECTIVE OF THIS PROSPECTING METHOD

Our main objective was to drop-kick our competitors, create word-of-mouth buzz and drive consumers to our business all with a cost-effective distribution campaign. Indeed, leaflets and flyers are proven to be the best and the most cost effective type of advertising one can choose from to promote a company’s services. In addition, local flyer distribution is a type of marketing strategy which hits a specific geographic location. Moreover, flyers are suitable for wide distribution thus the company can gain access to a large number of prospects. Through regular flyer distribution, Merci+ makes sure consumers get used to seeing its brand name and logo. By frequent repetition, the company aims to build a strong brand and persuade prospects to use its services.

WHO? : THE PEOPLE WHO WERE ASSIGNED TO THIS TASK

Merci+ is a company which often recruits trainees in order to carry out the local flyer distribution campaigns. During my internship at Merci + of Bordeaux, there were 3 other trainees who are first-year students of the BTS NRC in France. Each trainee had separate and specific tasks to do in the agency. However, local flyer distribution was a task we all had in common every week.

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WHERE?: THE RIGHT LOCATION

� High traffic locations

During our prospecting tours, we made sure to visit places where people in our target market regularly go. Coffee shops, bakeries, supermarkets, hotels, pubs, takeaways, gyms, book stores, laundry shops, sports centers, doctor’s surgeries, libraries, shopping centers/malls were all ideal spots to have the company’s flyers and leaflets at hand since they are high-traffic locations.

� Complementary services

Our flyers were also likely to be displayed if our business offered a complementary service to that of the other shop. For instance, it made sense for a toy shop to display leaflets for our home child care service.

� Where people spend time waiting

It was necessary to think about any place people regularly visit and where there is a waiting period such as laundromats, barber shops, beauty parlors, doctors or dentist offices, bus and tram stations, fast food restaurants, phone booths, oil change centers for cars, car wash. We made sure to leave a few brochures on the tables and magazine racks. This was very important since if a person’s wait is long, say in a doctor’s office, there is high chance that he will choose our Merci+ brochures over other reading material and that he will actually read the brochures and not just thumb through them.

WHEN?: DAY AND TIME SET ASIDE FOR PROSPECTING TOURS

We usually carried out prospecting tours once a week - normally on Wednesdays - from 10H to 13H and from 14H to 17H.

HOW?: TECHNIQUES NECESSARY FOR PROSPECTING

� Distributing flyers in pairs

We never distributed flyers alone. We always went in pairs for practical reasons. For instance, while a trainee would distribute flyers in all shops on the left side of the road, another trainee would distribute them in shops on the right side.

� Organising prospecting tours

Our tutor, Allison Dugers, organized various prospecting tours by taking into consideration high-traffic locations, the number of shops on every road or location as well as transport facilities so that we could take the bus or the tram to move from one place to the next.

First prospecting tour: Wednesday 1st May from 10H to 13 H: Fondaudège, Gambetta

Location Number of shops Access by public

transport

1 Rue Fondaudège 70 Bus 29/5 (à partir de l’agence)

2 Allées Tourny 40

3

Début des rues menant à la place Gambetta

30 Bus 4/15

Total number of shops: 140 Objective: 110 company stamps Number of stamps obtained = 86

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Second prospecting tour Wednesday 1st May from 14H to 17H: Bouscat

Location Number of shops Access by public transport

1 Avenue d’Eysines 9 Bus 5/29/33 (à partir de l’agence)

2 Avenue de la libération 105 Bus 5/33


Third prospecting tour Wednesday 8th May from 10H to 13H: Rue Ste Catherine


1 Rue Ste Catherine 200 Bus 6/9/1/29/26 (à partir de l’agence)

Total number of shops: 200 Objective: 180 company stamps Number of stamps obtained =180

Fourth prospecting tour Wednesday 8th May from 14H to 17H: Quartier St Pierre


1 Rue de la devise, rue Cancéra, rue Maucoudinat, rue pas st Georges

20 Bus 41/1

2 Rue des bahutiers, rue des argentiers, rue du cerf-volant

25 Bus 1/16

3 Rue Fernand Philippart, Place du parlement

20 Bus 6/9/1/29/26

4 Rue porte Dijeaux 60 Bus 41/1 5 Rue des remparts 25 Bus 1/16


Fifth prospecting tour Wednesday 15th May from 10H to 13H: Grand Parc


1 Cours Portal et début cours st louis

35 Bus 29/4/5/9/15 (à partir de l’agence)

2 Rue Camille Godard 10 Bus 4/15 3 Rue des frères Portmann 5 Bus 15, Tram C 4 Quai des marques 47 Bus 15/46 5 Rue notre dame 35 Tram B


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Sixth prospecting tour Wednesday 15th May from 14H to 17H: Auchan Lac


1 Auchan Lac 90


Seventh prospecting tour Wednesday 22nd May from 10H to 13H: Judaïque, St Seurin

Location Number of shops Access by public

transport

1 St Seurin 20 Bus 29/26 2 Rue Judaïque 19 Bus 26 3 Rue de la croix blanche 10 Bus 26 4 Haut de la rue judaïque 8 Bus 26


Eighth prospecting tour Wednesday 22nd May from 14H to 17H: Grand Parc


1 Avenue de la République 28 Bus 6/9/1/29/26 2 Avenue d’Arès 14 Bus 41/1 3 Barrière Judaïque, fin de la rue

judaïque 9 Bus 1, 16


� The importance of setting objectives

Mrs Allison Dugers made sure to set realistic and time specific objectives for every prospecting tour for us to remain focused and motivated. This could be verified by whether or not we attained our objectives in terms of company stamps obtained.

� Developing a powerful introduction

Business owners may allow flyer distribution; but it is imperative to discuss how the flyer will distributed. Many restaurants, coffee shops and cafes don't mind if individuals hang up flyers in windows or other designated areas but they don't want flyers handed out to individual customers. Thus, if a business had a "no solicitation" sign, we did not distribute our flyers there. We always asked permission before posting a flyer on any establishment's notice board or taping them to walls or windows. For instance, I would say:

“Good afternoon Sir.

I am Sandeesha Unuth from Merci+ Bordeaux. I’m passing by because I believe that your customers could be interested in our company’s home child care, cleaning and ironing services. May I leave a small stack of flyers in your shop stand for your customers to grab? This will enable them to know and contact us if ever they need our

services.”

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Whenever we got a shop owner’s permission, we distributed the flyers so that they were displayed prominently in visible areas: racks and stands in cafes, shops, universities, gyms, bars, clubs and retail outlets.

� Doing it with confidence

According to me, one of the most important traits to have when distributing flyers in public places and in shops is to have a confident personality and the ability to strike conversation with strangers. This certainly increases chances to get positive responses from business owners.

� A professional but friendly presentation

During prospecting tours, the major requirements for us were to be presentable and professional but at the same time friendly, non-confrontational, well-spoken and energetic with a smile of course like we were having fun.

DIFFICULTIES ENCOUNTERED

With most of these leaflet hand-outs around town we almost always saw people dropping them on the floor or in bins nearby because they just are not interested. They just tend to take the leaflet to stop us pestering. However, it was important to deal with the fear of rejection and to remain focused on our objectives. After all, there were also some people out there who were genuinely interested in our services.

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B. Specific Marketing for Childcare Services

As from the 5th week of my internship, I had to concentrate on marketing our child care services only. Thus, I had to come up with new places to advertise these services in order to reach our main target group; in other words parents. I first contacted kindergartens, elementary schools and primary schools in Bordeaux to inquire about posting a few flyers for the child care services on parents’ notice boards and teachers’ lounges. I got positive responses for all the calls I made since very often, parents ask school administration information about after-school home child care services.

Since there are quite a few elementary and primary schools in Bordeaux, the work had to be shared among the 4 trainees including me. Thus I had to visit 7 primary schools and 6 pre-primary schools. I located them on a map so that I could easily find them.

I also kept in mind other secondary audiences like child-related service providers who might recommend our facilities to parents and spread the word about our home child care service: child-related businesses such as children clothing and toy stores, dance studios, sports clubs, children libraries and pediatricians.

During these prospection tours, I made sure to leave our company’s literature, contact information, a pile of flyers and a four-page home child care booklet anywhere frequented by parents in order to give a professional image of our company and thus increase our chances of securing new clients.

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C. Sales Prospecting and Follow-up by Phone to Expand our Customer Base

Let us face it; new customers just don’t stroll through our door. If we want to grow, we have to chase after those euros. Thus, the more calls we make, the more new customers we get.

OBJECTIVE

Phone prospecting at Merci+ involves contacting potential customers by phone for the purpose of creating new selling opportunities as a result of scheduling more appointments.

MEANS

A Prospects database is provided by the company headquarters with the contact details of all people who have asked for a quote on the Merci+ website.

Figure: Excel sheet (Prospects database for Bordeaux agency)

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DIFFICULTIES ENCOUNTERED

While prospecting is a good way to increase sales, it is also one of the most difficult. One reason why prospecting is often avoided is its high failure rate. Indeed, it is a struggle to be motivated to prospect when it seems to be met with constant failure.

After all, today people are bombarded by marketing messages to buy products or a service; which makes it tough to break through the clutter and get their attention. That is why proper planning, persistence and professionalism are more important than ever.

NECESSARY SKILLS AND TECHNIQUES I HAD TO MASTER WHILE PROSPECTING BY PHONE

� Overcoming barriers to prospection

Two of the major barriers to prospecting are lack of motivation and fear of rejection - both are detrimental to sales. The lack of motivation and fear of rejection must be overcome to achieve long-term sales success. Realizing that prospecting is largely a numbers game is a huge step in overcoming the fear of rejection. Thus I had to learn to focus on my successes rather than on my failures.

� Making effective use of prospecting time

I set aside a specific day and time for prospecting every week. The more calls I made in succession, the more I refined my pitch.

� Be organized

I kept detailed records of contacted customers to save time and avoid the embarrassment of repeated customer calls. I used computerized organizing systems such as Excel to record and sort company information, contacts, initial calls and follow-up calls.

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� Preparing a prospecting script

It is essential to have a clear purpose or reason for calling in mind. Thus I prepared a prospecting script to keep me focused and consistent. I improved the script over time; for instance, every time I met with new objections when I made a prospecting call. I made sure to practice and role-play scripts before I made a sales call since it was important to deliver the prospecting script confidently and conversationally. Every time I made a prospecting call, I was confident that my message was important and that it would add value to the potential customer.

Rule Number 1: Be brief and to the point but at the same time create interest

Scripts must be concise and to the point but they must be interesting as well. The use of the right words is important in order to be persuasive. One thing which I had to always bear in mind is that a prospecting call is not intended to make a sale, but to fix an appointment with the prospect. Every time I made a call, I first greeted the prospect by name before identifying myself and the company. It is essential to create interest and build rapport with the prospect right in the beginning in order to avoid the automatic cutoff response which occurs when a prospect breaks off the sales presentation. Thus I made sure to state a reason for my call that included a benefit for the prospect in order to involve him in the sales process. After all, potential customers want to hear how we can help them rather than hearing us simply talking up our services. When setting an appointment for a longer conversation with the prospect, I made sure to have a couple of dates in mind to suggest.

“Good morning. This is Sandeesha Unuth with Merci+ Bordeaux; a company which provides home care services to enable families to save precious time. The purpose of my call is to inform you about our “four-hour free offer” for our cleaning, ironing and home child care services. If it is fine with you, I would like to schedule an appointment with you at your home so that we can discuss your needs in more details as well as the different services we offer and their benefits. Do you have some time on your calendar this week? I have some time available next Monday or Tuesday morning. Is that ok or

would afternoon work better for you?”

Rule Number 2: Predicting different scenarios in order to handle objections

The script I prepared also included answers to frequently occurring objections. Since most objections were predictable, it was possible to come up with eloquent responses and I prepared multiple answers to each objections.

There were two types of objections.

1. The objections that happened when I was first trying to get the conversation going with someone. These were the quick “brush-offs” I experienced when trying to reach someone for the first time.

2. Objections that happened once I was actually in the sales process. These were the more substantive objections that I got well into an actual sales process when someone was evaluating whether or not they wanted to schedule an appointment with us.

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Objection: “Now is not a good time. I am in a meeting.”

Answer: “No problem Sir/Madam. I know what it’s like to be interrupted. Would it be better to call you back right after your meeting, say in about half an hour, or would you prefer to set up a quick 5 minute call for tomorrow morning?”

Objection: “I’m not sure… I have not yet taken any decision. I will think about it…I have to talk to my husband/wife about it…”

Answer: “Thank you for agreeing to think about it. But if you haven’t taken any decision yet, it’s surely because you don’t have all the information you need. This is why I suggest that we meet so that I can provide you with precious and accurate information that will certainly help you in your decision-taking. So when would be a good time for us to meet?”

Objection: “Send me some information/literature.”

Answer: “Well, I have reams of information. That would take you forever to get through it all. I have a better idea. Why don’t we just meet so that I can exactly tell you how my company can benefit you?”

Objection: “You are too expensive/ your competitor is much cheaper.”

Answer: “With which company are you comparing our prices?”

� If a competitor offered a lower price, I had to focus on the price difference and show the prospect what he will be getting for the extra investment: “Merci + is a reputable award-winning company which exists since 10 years. Here, we focus on quality and we provide a high level of service using only the best, most experienced people. Our prices are all inclusive: employees’ salary, transport charges, insurance, paid holidays. As opposed to other companies whose prices may seem cheaper at first, we do not have subscription fees or any other additional costs. In addition, a distinguishing feature is that we organize follow-up appointments in our clients’ home where our branch manager evaluates the quality of the work done by the housemaids or nannies and this is free of charge. Indeed, customer satisfaction is of paramount importance for us.”

Objection: “I would like to consider other options before taking a final decision.”

Answer: “I understand Sir/Madam. But Merci+ group is the leading company on the home services sector in terms of quality. We are the first home services company to have the SGS Qualicert Certification which is the world’s best recognized official sign of independently verified service quality. We have the V4 version of this quality certification which is the highest level of requirements for the home services sector. The performance levels achieved by our organization are confirmed by

audits every year.”

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Objection: “We already work with another company like yours.”

Answer: “Are you satisfied with their work? Well Sir, there is nothing to lose from considering all the options. Can I send you some literature for you to keep on file?”

� If the person already worked with a competitor and he was satisfied, there was little I could do about it but at least he would know about us henceforth. I never bad mouthed our competitors so as to maintain a professional image of the company. It was important to send our literature to the prospects because, we never know, they may fall out with their current provider or the current provider may not be able to meet their needs in the future. Thus we need to be in the right place at the right time so that they will immediately contact our company if the need arises.

Objection: “I don’t trust strangers. I don’t want to have someone I don’t know working in my home when I’m not there.”

Answer: “Our housemaids and nannies are professionals who have followed training courses and who have years of experience. They have gone through a selective recruitment process as well as reference checks. We even make sure to verify the judicial records of employees before we hire them. In addition, together with the job contract, they have signed a charter of values and code of good conduct which promotes professional consciousness. Thus, for example, our cleaning professionals or nannies will not eat, drink, smoke or use any appliances while inside your home. You can be sure that our employees are reliable and trustworthy. In fact, 95% of our clients entrust their home keys to our housemaids and nannies.”

Objection: “I have no guarantee that I will be satisfied with the housemaid’s work.”

Answer: “Your satisfaction is our guarantee. We clean your home the way you want. That means our professional maid services are designed with your needs in mind. We listen and provide customized plans that make you proud of your clean, fresh home. Moreover, every employee goes through a selective recruitment process before we hire them: theoretical as well as practical tests and reference checks. We make sure that every nanny and housemaid has relevant previous work experience and before joining any family, all employees follow professional initial training sessions to perform the detailed residential maid and nanny services we provide. One thing which you should know is that we do regular customer follow-up to evaluate the work done by our employees and your level of satisfaction. For instance, our branch manager will visit you in your home during the working hours of the nanny or housemaid in order to verify that the work is properly done and this is free of charge. In fact, this is a distinguishing feature of our company since this kind of customer follow-up is not

provided by our competitors.”

Objection: “I would prefer hire an independent cleaner/baby-sitter.”

Answer: “I respect your choice Sir/Madam. But the benefits of working with an established and large company like ours are that we provide you with stability, resources and peace of mind. Indeed, we take care of all the monthly administrative procedures including employees’ salary for example. In addition, being a professional home care services provider, we keep up to date on the latest trends and best cleaning methods and products. As opposed to independent workers who may not have a certificate of insurance, our company has insurance coverage to protect you in case something is accidentally damaged in your home. Moreover, during the five weeks paid holidays of your nanny or

housemaid, we automatically find a replacement for you during that period.”

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Rule Number 3: Maintain a positive attitude irrespective of the outcome of the prospecting call

There are 3 possible outcomes of sales prospecting by phone:

Outcome 1: The prospect refuses to schedule an appointment with us despite the fact that we have handled all the objections.

In case the prospect refused to schedule an appointment with us because he was not at all interested with our company’s services, I had to maintain a positive attitude and thank him for having given me some time to talk about our services. I did not hesitate to ask him if he knew anyone who could be interested in our cleaning or baby-sitting services. However, it was important to ask the right way. I made sure not to ask a close-ended question such as: “Do you know anyone who might be interested in our services?” It’s too easy for the customer to say “no”. Instead, I would say: “Who do you know in your surroundings who could benefit from our services?” Outcome 2: The prospect needs some more time before taking a decision and scheduling an appointment with us. If the prospect needed some time before taking a decision, I would suggest calling him back in a week at a time that suited him. I made sure to note down such follow-up calls in the prospects database.

Outcome 3: An appointment is scheduled with the prospect. After having contacted about 300 prospects, I managed to schedule cleaning appointments with four prospects. I had to take into consideration each prospect’s availability as well as that of Mrs. Dugers, the branch manager. Once an appointment was scheduled, I had to ask the prospect a few questions to determine his general cleaning or babysitting needs in order to prepare myself before the meeting. A list of the questions asked is provided below:

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First name and family name

Mobile Number, Home Number and Email address

Where are you located? (City, area of city, subdivision)

Which service do you need: cleaning/ironing or baby-sitting?

How often would you like your home cleaned? / How often do you require our nanny services?

For many children do you require baby-sitting services?

What type of housing do you have? (Flat, House, Bungalow, Studio apartment)

Can you tell me the number of square feet, the number of rooms/ bedrooms/ bathrooms in your house?

Is it a one- story or multi-level home?

Number and type of pets

How many people live in your house?

Which days and what time would you prefer for cleaning/baby-sitting services?

Type of cleaning service preferred: Standard, Advantage or Expert.

D. Appointment with the Prospect

The appointment is the first physical contact we have with a prospective client and is thus decisive for our future relationship with him. During the meeting, I had to project a professional and trustworthy image of our company.

We are in a business where we mostly communicate by phone or by email. So this first physical contact with the prospect was extremely important. In about thirty minutes, I had to know exactly what he wanted and how we would meet his needs. In other words, I had about thirty minutes to seduce the prospect and transform him into a client. Thus, my objective was to sign the contract during the visit.

However, although it was essential to leave the client with a signed contract, I had to make sure to understand his requirements first. Thus, I did not hesitate to ask him as many questions as possible during the meeting. For instance, it could be interesting to know if the client had worked with a home service provider or with a direct employee in the past. The better I assessed the needs and understood the expectations of the prospect, the better I was able to determine the number of cleaning hours he needed. During the meeting, it was necessary that the customer felt that I knew what I was talking about. After all, we are professionals and we should be able to advise the customer on the level of service that best suits him depending on his housecleaning needs.

This first meeting is the basis of our relationship with the customer. It definitely has an impact on the duration of the life cycle of the customer at MERCI+. If the client trusts us right in the beginning, he will not be very hard to manage in the future. However, if this is not the case; it will be more difficult to handle him especially if he is very demanding. We must not forget that customers tend to be very volatile in a competitive market like ours. This is the reason why I had to accurately assess the needs of the prospect during this first meeting at his place by following several steps.

BEFORE THE APPOINTMENT

Step 1: Define the objectives

1. Determine the prospect’s exact and detailed needs. The purpose of the cleaning appointment is to meet the prospect face to face at his home and get information about his concerns, cleaning needs and wants.

2. Give the potential customer an accurate monthly price after taking into consideration all his housecleaning needs.

3. Implement a persuasive sales argument in order to transform the prospect into a client and make him sign the contract.

4. Prepare a “Task Sheet” for the house cleaner with all the prospect’s specifications about the tasks to be done.

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Step2: Prepare for the meeting

It was normal to feel excited before meeting a prospective client. After all, the fact that the latter agreed to have a meeting with us meant he really was interested in what our company had to offer. Otherwise, with his busy schedule, he would not be going out of his way just to know about our services and packages. That was a good sign for our business and a real opportunity for our housecleaning segment.

However, I did not let the excitement distract me and make me lose my focus. I understood the importance of preparing for the meeting and being completely organized so that I would not fumble around looking for things during the meeting.

The following tools were necessary to prepare for the cleaning appointment:

1. Presentation folder of MERCI+ which contains all the important documents

2. Branch manager business card

Handing business cards to prospects gives a professional image of our company. Moreover, the prospect can in turn refer us to his friends and family because he has our contact details.

3. Cleaning and ironing assessment sheet in order to note down the specific cleaning tasks to be carried out by the housecleaner in every room in the house.

4. Brochures

These serve the purpose of advertising our services and contain all the information that the prospect will need regarding services we offer, the different cleaning packages and so on.

5. Two cleaning contracts; one for the company and one for the client

6. A Calculator

A house cleaning business involves prices, tax deductions and credits; the reason why we must not leave the office without a calculator.

7. A referral program brochure that covers our referral bonus program and the extra services we offer.

Step 3: Look nice and well-groomed

The way one looks and sounds during the first 10 seconds creates lasting impressions on the customer.

Step 4: Be on time

I made sure I was on time so as not to keep the prospect waiting. Being on time is professional and is definitely a plus point.

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DURING THE APPOINTMENT

Step 5: Introduction

I introduced myself and explained my role as trainee in the company. I also introduced the branch manager, Mrs. Dugers, and explained that she was responsible for customer management and human resources tasks through selective recruitment of housecleaners.

Step 6: Explain to the prospect how we will proceed

It was important to explain the key steps of the cleaning appointment for it to be structured and clearly understood by the prospect.

For instance I would say:

“I suggest that we first walk around your home so that we exactly understand your housecleaning needs and requirements in every single room. This will help us determine the housecleaner profile that best suits your needs.

Then we will discuss in details the different elements that characterize our cleaning services, how our company operates, the cleaning package that best suits you, and of course I look forward to answering

all your questions.”

Step 7: Walkthrough

The walkthrough can be defined as a thorough visit of the prospect’s house during which I had to review the prospect’s detailed household cleaning needs in every single room in the house. I made sure to take good notes and listened to what the prospect was saying. I wrote down any questions I had and waited until we had finished with the walkthrough before asking them because the prospect might answer the questions during the walkthrough itself.

During the visit, I went through a room by room task assessment sheet that would be available for the prospect to review prior to cleaning his home. The prospect would clearly indicate specific tasks he wanted the housecleaner to carry out in every room. I did not hesitate to suggest cleaning tasks the prospect forgot to mention in order to verify whether or not he wanted those tasks to be done as well.

Here it was important not to underestimate the housecleaning needs of the customer. I had to know whether or not he needed thorough cleaning of his house so that I could sell the right cleaning package afterwards. The types of cleaning tasks the prospect wanted the housecleaner to perform would determine the cleaning package suitable for him. Of course, I did my best to sell the “Advantage cleaning package” rather than the “Basic cleaning package” by insisting on the key characteristics of the “Advantage cleaning package”: more experienced and autonomous housecleaner, who is able to take initiatives when cleaning the house on top of performing common cleaning tasks.

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BEDROOM TASKS

LIVING ROOM TASKS

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Basic Cleaning Package Advantage cleaning package

Vacuum Dust furniture Polish wood furniture

Clean mirrors Dust ceiling fans

Vacuum, Dust & polish top of furniture, Dust blinds Dust and wipe off window sills Clean mirrors Straighten up anything on floors Clean baseboards Clean off closet shelves and hanging rod Spot check wall, door & baseboard marks Make beds Take shoes out of closet & vacuum inside all closets


Clean mirrors & all

glass surfaces Dust wall hangings,

pictures, blinds, light fixtures, knick knacks, & window sills

Vacuum carpet areas Polish wood furniture

Sweep baseboards Dust ceiling fans, blinds,

and light fixtures

Clean mirrors & all glass surfaces Vacuum under sofa pillows Dust & wipe off wall hangings, pictures, light fixtures & knick knacks

Vacuum all carpet areas – including stairs

Polish wood furniture Move furniture and vacuum behind Spot clean wall marks, door marks, clean off light switches & outlets Sweep & mop baseboards Dust ceiling fans, blinds, and AC vents Wipe off doors, doorknobs & light switches Clean bookcases (remove items and clean shelves)

BATHROOM TASKS

KITCHEN TASKS

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Clean / sanitize vanity, sinks,toilets,

shower/tub Sweep & Mop floors

Clean mirrors Empty wastebaskets

Clean /sanitize vanity, sinks, toilets, shower/tub Sweep & Mop floors Clean mirrors Empty wastebaskets Polish chrome (Shower knobs, sink faucet, towel bar, toilet paper holder, etc.) Clean items on countertop (toothbrush holder, soap dish, lotion bottles, etc.) Fold & straighten up towels Clean baseboards Spot check wall, door & baseboard marks Shine chrome fixtures

Clean in and out of all cabinets ,drawers and bathroom shelves


Clean / sanitize counter tops and back splash

Clean exterior of appliances

Clean inside microwave Clean cabinet exterior

Sweep & Mop floors Empty and re-line trash

cans Clean / sanitize sink

Clean stove top (not saucers)

Clean / sanitize counter tops and backsplash Clean exterior of all appliances & countertop items (Oven, Coffee Maker, Toaster, etc.) Clean inside the microwave and oven Clean appliance exterior including refrigerator, oven, microwave, and dishwasher

Wipe down cabinet exterior including top ledge of cabinets

Sweep & Mop floors, Clean out & re-organize refrigerator (include wipe down of inside items) Empty and re-line trash cans, Clean outside of trash cans, sanitize sink, clean & polish stove tops, kitchen tables and chairs, baseboards, shine chrome fixtures, clean light fixtures, top of kitchen cabinets, wash dishes

During the walkthrough, I also gathered information about the cleaning space. This would help me determine how much time it would take for the housecleaner to clean the house. Some of the information I needed to know was how much carpet the customer had, how much hard floor surface, the type of flooring (ceramic tile/wood), the types of furniture, how many toilets, how many sinks, etc.

While visiting the house, I made sure to include a few cleaning tips we strongly recommend to our clients such as the use of white vinegar and microfiber cloth to clean surfaces. This made us sound professional and up-to-date regarding our cleaning techniques.

Step 8: Summarize after the walkthrough

At the end of the visit, it was necessary to summarize the different information gathered. For instance, I would say:

“I understand that you want a cleaner who undertakes thorough weekly cleaning of every single room in your home, who can manage stocks of cleaning products and advise you on cleaning products and techniques…”

This step allows us to define and communicate the level of delivery and the amount of weekly cleaning time adapted to the customer’s needs and requirements.

Even though I had to do my best to sell the “Advantage cleaning package”, it was also important not to overestimate the cleaning needs of the prospect and compromise a signature.

I also had to know what to say when I felt that the cleaning time required by the prospect was not compatible with the assessed cleaning needs. Indeed, this meant taking the risk of having a customer discouraged by time and workload incompatibility.

However, it was important to give him the right information and the best advice and alternatives. It was my job to tell him how much cleaning time he needed depending on his needs and requirements. To be convincing, I had to be convinced about the benefits of the cleaning package I wanted to sell and the quality of work of the company’s housecleaners.

Step 9: Validate information

After having summarized information gathered during the walkthrough, it was time to sit down to validate and complete information collected by telemarketers about the potential customers.

� The customer’s landline number Other than the name, home address and mobile number of the prospect, it was necessary to know his landline number which is required by the Domiphone remote management system used by the company. This system enables tracking of employees’ check-in time at customers’ homes and their working hours. It is an innovative tool for a better quality and control of home care services. It is an online management solution enhancing the quality of management and the follow-up of domestic services.

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� Preferences for housecleaning service: frequency, day and time

The cleaning service starting date, cleaning package (level of service), frequency of cleaning services (How many times per week), days and hours chosen for cleaning services all depend on the prospect’s housecleaning needs and priorities.

� Duration of cleaning service

The duration of housecleaning service, that is the number of hours, depends on the size of the property, tasks that need to be carried out and the condition of the property.

� Discharge of keys to housecleaner

I also had to discuss with the potential customer how the professional cleaner would gain entry into the house. I had to explain to the prospect that our housecleaners are professional and trustworthy so that he would be willing to entrust his house keys to the cleaner during his absence.

Step 10: Explain the terms and conditions of the sales contract

The Cleaning Contract is an agreement made between the customer and Merci+ concerning cleaning services to be provided for a specific location: the customer’s residence. The agreement provides for the terms of the agreement, the work to be performed, associated costs for cleaning arrangements, payment options as well as provisions about the insurance coverage of the company.

The Cleaning service contract is very specific, ensuring a certain number of visits per week and offers a specific level of service, in other words a specific cleaning package. The cleaning package will guarantee a certain level of service standard and a certain level of cleanliness.

The cleaning service arrangements contracts can vary in nature and scope depending on many things, such as the customer’s cleaning needs, the size of his home, the price he is willing to pay. Cleaning service contracts will dictate whether the cleaning staff will visit the prospect’s home weekly, every two weeks or monthly.

The transition from the information validation stage to the presentation of the terms and conditions of the contract is not easy. It is necessary to have the right words for the transition to happen as naturally and as smoothly as possible. For instance I would say:

"I have identified your housecleaning needs and the type of housecleaner profile that suits you (an experienced person, accustomed to cleaning a large home like yours ...). I also understand that you want to start the services as soon as possible. Nothing could be easier. All you have to do is complete the contract and debit authorization to be active in the company. It is a very simple and flexible open contract, and especially without any commitment… I suggest we have a look together at the terms and

conditions of the contract.”

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Below is a list of the terms and conditions of sale of the cleaning service contract I had to understand so that I could explain them to the prospect during the meeting.

� Acceptance

The subscriber agrees to read and accept the terms and conditions of sale in their entirety. Any alteration, modification or variation of handwriting shall be deemed null and invalid and therefore have no effect between the Parties.

� Activity

MERCI + offers House Cleaning Services, Child care and Gardening in private homes. The housecleaners and nannies are the employees of Merci+ and act under its responsibility and lines of authority. MERCI + plans schedules for employees and ensures continuity and quality of service.

� Duration

This service contract is signed for an indefinite period. MERCI + requires no minimum contract term. It may at any time be modified, suspended or terminated in writing by registered letter to: Customer Service MERCI + - BP 52327-31023 Toulouse Cedex 1, in respect of a one month notice to ensure continuity of the work involved. It may also be terminated at any time by MERCI + in case of non-compliance by the customer with his obligations, or if the company is unable to respond positively to clients’ requests.

� Cleaning equipment

Any cleaning material or product necessary for house cleaning services (dusting and cleaning supplies, vacuum and mop) will be provided by the client. The customer agrees that the cleaning materials and/or products provided comply with the legislation. Merci+ cannot be held responsible for damage caused by defective materials and/or products provided by the customer.

� Prefectural authorization

Merci+ is subject to an official authorization issued by the Prefecture, pursuant to Article L.7232-1 of the Labor Code. In application of Article 199 of the General Tax code and subject to legislative changes, this authorization enables the client to benefit from a tax deduction or an income tax credit equal to 50 % of the total amount of cleaning services invoiced and paid during the year.

� Tax certificate

As required by legislation, MERCI + agrees to send a tax certificate to the client every year. This tax certificate will enable him to receive a tax benefit of 50%, as described in the previous article. This certificate will include the total consumption of cleaning services and expenses paid during the previous year. It may only be issued to the extent that the client is up to date in the payment of services delivered.

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� Time of service

The housecleaning services are offered from Monday to Saturday from 7am to 9 p.m. With the agreement of MERCI+, exceptions to these hours can be considered and services may be provided on public holidays and/or Sunday with a 100% price increase. The minimum cleaning time in such cases is 2 consecutive hours.

When the housecleaner is on sick leave or holidays, MERCI + notifies the client in the shortest possible time. MERCI+ will offer a replacement within 72 hours if the customer so wishes and subject to internal availability.

� Force majeure

Merci + shall not be liable for any delay in performance directly or indirectly caused by or resulting from acts of nature, fire, flood, riot, staff strike, transport strike, labor difficulties or any event beyond the control of the provider and having resulted in a failure of its services. The occurrence of such events will result in the suspension of any obligation of MERCI +.

In the event that the provision could not be made for any reason beyond the control of the provider (failure of customer’s cleaning equipment, products or electrical system), the scheduled delivery will still be charged to the customer.

� Suspension of service

Any cancellation of a cleaning service shall, to be registered, be communicated to Merci + at least 48 hours prior to scheduled delivery. Otherwise, the originally scheduled delivery will be charged to the customer.

� Telephone service

The hotline telephone service is provided to MERCI customers on the 0810 33 34 35 (cost of a local call from a landline), Monday to Friday from 8am to 19:30.

� Domiphone Remote management system

For better control of the cleaning services, the customer authorizes the housecleaner to call a toll free number from the landline number of the client on his arrival and at his departure from his home. This system allows the recording of the time of arrival, time of departure and any additional periods relating to the delivery of service, rounded to nearest 5 minutes.

� Billing and payment of services

Only hours worked in the customer's home will be charged. The monthly invoice will include the services performed during the past month and recorded by the remote management system described in the previous article. Payment is made by direct debit. To this end, the customer agrees to sign the debit authorization attached to the contract and provide his bank details. Payment by prefunded

Cheque Emploi Service Universel (CESU) is also accepted. The CESU must be sent by registered letter with acknowledgment of receipt before the 20th of every month prior to their use (date of postmark). Otherwise, the cleaning services will be paid by direct debit, and prefunded CESU will used to settle the following bills for the following months.

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� Consumer protection

According to the law, the consumer has a cooling off period of seven days from the date of signature of the contract. If, at the request of the customer, a service is carried out before the end of this period, it will be billed. To cancel the contract, the customer must return the right of withdrawal on page 3 of the cleaning contract by registered letter with acknowledgment of receipt, no later than the seventh day from the date of the order or if the deadline expires on a Saturday, Sunday or holiday, the first working day thereafter.

� Delay penalties

In the event of delay, regardless of the reason, Merci+ will send a registered letter of formal notice to the customer for the amount of the fee charged, plus a lump sum of € 50 in addition to the nominal amount. In case of rejection of the levy, the client also agrees to bank fees. In case the amicable recovery proves to be unsuccessful after a period of 10 days from the date of dispatch of the notice referred to above, it will be done through litigation.

Penalty clause: By express agreement between the parties and unless otherwise agreed by the provider, the non-payment of services payable by the customer will result in an allowance equal to 15% of the amount remaining due, with a minimum of € 100 due as damages and penalty clause.

� Prices of services

Rates are all inclusive, at the rate in force on the date of invoice. They are subject to change with one month's notice.

� Liability Insurance

The Company states that it maintains liability insurance covering accidents and damage to the customer's home, with a deductible of 500 €. Damage caused by a housecleaner must be reported immediately by the customer and confirmed by registered letter with acknowledgment of receipt within 72 hours of the damage. Any application received beyond this deadline will not be considered.

� Non-solicitation clause

Without the express authorization of the provider MERCI+, the customer is prohibited to directly hire any present or future employee of the company. This clause applies whatever the function of the employee in question, and even if the solicitation is the initiative of that employee. This clause holds its effects throughout the execution of the contract and for a period of six months after termination. As a penalty clause, the customer agrees to pay damages amounting to € 2,000.

� Data Protection

MERCI + uses customers’ personal information in connection with the operation of its services. They are not shared with third parties. According to the “Loi Informatique et libertés” of 06/01/1978, the customer has the right to access and correct personal information about him. This right may be exercised by mail to: Merci+ + - BP 52327 - 31023 Toulouse Cedex 1, by indicating the name, complete mailing address and email address of the customer.

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Step 11: Communicate the level of service (cleaning service package) adapted to the needs of the prospect and their corresponding fees

After having explained the terms and conditions of sale to the prospect, I had to convince him about the benefits of the cleaning package most adapted to his needs and explain the corresponding cleaning tariffs.

Basic Cleaning Package: The basic cleaning package is suitable for customers whose housecleaning needs are basically common cleaning tasks requiring a standard maintenance of their homes without the need for thorough cleaning and specific initiatives.

Advantage cleaning package: The Advantage cleaning package allows customers to benefit from more experienced and autonomous housecleaners who have technical knowledge and ability to work faster to ensure saving time and who will take initiatives on top of common housecleaning tasks. The Advantage housecleaners have evolved through experience and monitoring techniques. They are better paid; which inevitably has an impact on their involvement and integration into society.

If the prospect made a financial comparison between the Basic cleaning package and the Advantage cleaning package: I had to explain to him that for only € 1 more after tax deduction, he would get a more autonomous and experienced cleaner, who would manage his products stocks and even advise him on his cleaning products purchases.

This does not mean that Standard housecleaners are not good. It’s just that the advantage housecleaner has additional skills. For instance, while the standard housecleaner will iron 5/6 shirts in an hour, the advantage employee will iron 8/9 shirts in an hour. The results differ in terms of quantity, not quality.

Expert cleaning package: This refers to our high quality service, that is to say, a housekeeper profile. This person takes over the maintenance of the house and laundry while having very specific skills: sewing, leather care, brass, noble material. She may also be required to do shopping, store, sort the fridge, or even cook.

Step 12: Communicate Merci+ service fees

In addition to the hourly cleaning rates which vary depending on the number of cleaning hours and the cleaning package chosen, there are fixed monthly fees of 9,90 euros (or 4,95 euros after tax deduction) corresponding to access to different Merci+ services. These fixed monthly fees are justified for the following reasons:

- Having a single dedicated and responsible housecleaner on a regular basis

- Having a hotline from Monday to Friday

- Benefiting from the services of a nearby agency

- Having a good, regularly trained, loyal housecleaner tailored to your needs

- Having a continuity of services

- Setting up of quality appointment and on-site inspection to evaluate the level of satisfaction of customers and the housecleaner’s work

- Carrying out satisfaction surveys

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Step 13: Calculate the prospect’s monthly cleaning fee

Once the cleaning package and the number of cleaning hours per month were determined, I had to calculate the monthly cleaning fees taking into account the hourly cleaning rate and the monthly fixed fees corresponding to access to Merci+ services. This is a crucial step which certainly influences any prospect in his decision-taking. At this point, a series of objections occur and it is important to be convincing and explain to the prospect why our cleaning services are worth every penny.

Step 14: Handle sales objection during appointment with prospect

Just like I met with objections while doing prospecting calls to get appointments with prospects, I also had to deal with objections of a different type during the meetings when I was actually in the middle of the sales process.

Objection: “What If I Need to Reschedule a House Cleaning?”

Answer: “All you have to do is call our office prior to your cleaning day. We require a minimum of 48 hours’ notice to reschedule your house cleaning. If you need to reschedule a cleaning service without prior notice, we will not have enough time to fill the schedule with another housecleaner. Respecting

our procedures for reschedules helps ensure you will get the best house cleaning service possible”.

Objection: “I don’t understand why the housecleaner has to use my fixed line to make phone calls when arriving at my place

Answer: “MERCI+ works with Domiphone remote management system. When the housecleaner checks in at your home, she will call a free number from your landline number to confirm his arrival. She will do the same thing at the time of departure when she finishes work. The recording of working hours will allow Merci+ to prepare your invoices every month as well as payroll of housecleaners. In case a client does not have a fixed line, we can still work with a "manual reading" of working hours but we strongly recommend our clients to have a landline number.”

Objection: “I will be absent during the housecleaner’s working hours and I don’t feel comfortable concerning the discharge of keys to the housecleaner.”

Answer: “95% of our customers hand over their home keys to our housecleaners. We have full trust in our cleaners and existing customers are satisfied with the work of our employees. The cleaners will sign a certificate of key handover the day you entrust them your home keys. These keys will be

returned as soon as you ask us.”

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Objection: “How can I be sure about the quality of cleaning services?”

Answer: “All our staff has experience in the cleaning business. The housecleaners are hired on permanent contracts and we focus on selective recruitment with only 5 to 10% of candidates interviewed recruited. We validate their technical skills through theoretical tests (use of certain household products) and practical tests (timing of ironing a shirt). They undergo training every year in order to develop their skill set.”

Objection: “I find the monthly cleaning fees too expensive.”

Answer: “These are all inclusive hourly rates. Our rates include salaries, payroll taxes, paid holidays and transport costs. Since Merci+ is an authorized home service provider, our customers also benefit from tax deductions or tax credits of 50% against the costs of housecleaning expenses in the limit of 12 000 euros per household; subject to legislative changes. Every year, we will send you a tax certificate that you just have to attach to your income tax declaration to receive the tax reduction or credit.

Let me give you a clear example. If you spend € 1,000 during the year in Merci+ cleaning services, we will send you a tax certificate which entitles you to a 500 euro tax reduction or tax credit.

MERCI+ also accepts pre-funded CESU provided by any work committee of professional organization. You should send us your CESU book in advance. These pre-funded CESU will be used primarily to pay your future bills. Every month, your CESU balance will figure on your bill so that you may verify that you have sufficient pre-funded CESU for the following month. We charge you a CESU processing fee of 5 euros per mailed CESU. We thus strongly advise you to send us your pre-funded CESU in groups throughout the year in order to minimize the processing fee. This processing fee is also subject to a tax

deduction of 50%.”

Objection: “I don’t understand why I have to pay a fixed monthly fee of 9, 90 euros on top of the hourly cleaning rates.”

Answer: “After the 50% tax deduction, our Merci+ services access fee amount to 4, 45 euros only. These fixed fees give you access to all our services: on-site quality inspections, customer satisfaction surveys, a hotline, having a continuity of services during your housecleaner’s holidays. It was important for us to offer an attractive variable hourly rate while offering comprehensive services at the same time. Faced with a large number of home service providers, it is essential for us to be transparent about our services vis-à-vis our customers with an attractive hourly rate and include our quality processes and services in fixed monthly fees. It is indeed important for us to ensure the same level of quality and satisfaction to every customer, regardless of the selected cleaning service package. Quality services are guaranteed by our Qualicert certification under the V4 version which is the highest level of requirements in the home services sector. To maintain it, we are audited every year by an agency.”

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Objection: “What if the housecleaner damages an object while working in my home but my insurance claim does not exceed 500 euros?”

Answer: “We have liability to cover damage caused to your home with a deductible of 500 euros. I assure you, such damage happens very rarely since we recruit experienced and trained employees. But if ever an object in your house is damaged and the insurance claim is below 500 euros, a symbolic commercial gesture will be made: for example we can offer you two hours free cleaning service in

your home.”

During the sales process, I had to overcome all of the prospect’s objections confidently. To feel confident, I had to be prepared ahead of time.

It was important not to be defensive during the appointment concerning the price and the quality of cleaning service. I had to be confident that the price was worth every penny. I had to be confident about quality control for all the objections I would hear so that I had a confident response that would satisfy the prospect.

I made sure not to appear to be desperate to make the sale; because if I seemed desperate, the client would see that desperation. Customers don’t want to work with a cleaning business which seems desperate to make a sale.

If for instance the prospect’s objection was that our price was too high and that he preferred other lower-price service providers, I had to help him realize the cost involved in hiring a low "priced" cleaning service. What typically happens in such a situation is that a few months down the road the prospect ends up having to take the time to find another cleaning company because of the poor quality of work provided by the current company. The owner of the low priced cleaning service inevitably discovers that they can't make a profit at that low price so they start hurrying to get the job done, or cutting corners in order to squeeze out a profit. It was my job to help the prospect understand that the low priced cleaning service of other cleaning companies would cost him more in the long run.

Step 15: Contract signature

Once I saw that the prospect seemed convinced about the benefits of our cleaning services, I did not waste time. For example, I would say:

"The Advantage Cleaning Package is indeed the ideal package to meet all your housecleaning needs. You have made the right choice; you will see the difference our housecleaner brings to your home very quickly. So I suggest that we complete the cleaning contract together so that we may start the cleaning service in your home the soonest possible. All I need is your bank account number and your signature.”

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Step 16: Closing the meeting/taking leave

Once the client had signed the two copies of the cleaning contract, I would leave him:

- His copy of contract

- A business card where the client could find the phone number of his designated responsible who would be in charge of regular customer follow-up and who would contact him quickly to offer a housecleaner.

- The company’s referral program brochure

The referral reward to our clients is our way of saying thanks to our clients. Referrals can be a huge contributor to the growth of our cleaning and ironing business. In the event that one of our customers directs another person to our cleaning services, both of them will benefit from our referral offer. The advocate benefits from 4 hours free cleaning services and the new customer benefits from 2 hours free offer. Indeed, if a person goes out of his way to refer someone to our cleaning company, then we go out of the way to say thanks. This small gesture can build a stronger bond with our advocates. So every time we sign a cleaning contract with a client, we make sure to talk about our referral program.

- Merci+ folder to keep all the documents

After handing over all the documents to the client, I would thank him for his welcome and reassure him one last time that he had made the right choice before leaving.

AFTER THE APPOINTMENT

Step 17: Calling the headquarters

Once I reached the office, I called the company headquarters and transferred the new client’s information, bank details, signed contract and Housecleaner’s task sheet in order to update the customer database. The branch manager at Toulouse, Mrs Melissa Fricamps would then call the customer to fix the first cleaning appointment taking into account the prospect’s availability as well as that of the housecleaners at Merci+. Mrs Fricamps would also contact the client after the first cleaning delivery to ensure that the work was done as required by the client.

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3.2 Human resources tasks

Having the right person, in the right place, at the right time, is crucial to organisational performance. Indeed, a new recruit is a valuable investment. Failing to identify the top candidate is a lost opportunity and selecting an unsuitable candidate is a costly mistake. Thus, investing in a new employee deserves a thorough selection process. Recruiting domestic cleaners and nannies is a critical activity at Merci+ and incorporates several steps listed below:

1) Recruiting from a candidate pool to fill up vacancies

2) Advertising the job vacancy

3) Selection process

- Conducting the job interview

- Correct the theory test scores

- Carrying out reference checks

4) Update the employee database (Company software)

5) Carry out initial training session (Employee induction programme)

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3. 2.1 Nanny Recruitment Process A/ STEP 1: RECRUITING FROM A CANDIDATE POOL TO FILL UP NANNY VACANCIES

The branch manager of Bordeaux, Mrs Allison Dugers, has established a list of people who have shown an interest in gaining an employment as nanny at Merci+ of Bordeaux in the past. Each candidate’s details, CV and cover letter are kept on file as part of the candidate pool. Candidate pool: This refers to a group of pre-selected applicants who meet the established criteria for the job and who are ready for appointment once a vacancy is identified. These are the people who got to the final round of interviews and had already been assessed through theory test scores and reference checks

Purpose: Selecting from this candidate pool as a vacancy arises significantly shortens the recruitment process and enables to fill a position quickly. My duties: I was required to contact by phone pre-selected applicants in the candidate pool in order to confirm their interest and availability for nanny posts as from September 2013 and to fix an appointment with them for an initial training session. Students who want to top up their pocket money often apply for part-time baby-sitting jobs in our agency. A few of these them are English-speaking foreign students. For this reason, I had to speak with them in English on the phone. The most common questions I asked them are listed below:

REFERENCE CHECK (TELEPHONE REFERENCE CHECK FORM)

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o Good morning. I am Sandeesha Unuth with Merci+ of Bordeaux. Since you are among the qualified applicants in our candidate pool, I’m calling you to know whether you would be

interested for a nanny position in our agency as from September 2013?

o Have you acquired any new child care-related skill through training programs?

o We will be organizing two-hour initial training sessions on the 14th and 22nd of May in our

agency at 10 a.m. On these occasions, we will explain to you your responsibilities and duties

as nanny, the terms and conditions of the employment contract and we will explain how our agency operates. We will also give you a few child-care tips to improve the quality of your work. Which of the initial training session would you prefer?

o If for any reason, the applicant is not 100% sure whether she will be available as

from September for a nanny job: “Don’t worry. We would like you to sign the employment

contract a few months in advance simply because we want to accelerate all administrative procedures so that you can be immediately operational in September. But if for any reason you won’t be available in September - for example if you find another job or if you decide to

pursue further studies - that’s not a problem at all even if you have signed our employment contract. You may cancel your employment contract on one month’s notice.”

o If the applicant wants to work as nanny before September: “Our job offer is for the

September intake. But if ever we have new customer needs for baby-sitting services before

the month of September, we will contact you and we will make a contract amendment so that you can join our agency before the September intake.”

o Once the date is fixed: “I will send you an email this afternoon with the list of all

supporting documents you will need to bring for the administrative procedures and in

order to sign the employment contract.”

B/ STEP 2: ADVERTISING THE VACANCY

Online-advertising is another important recruitment source. There already is a recruitment section on the Merci+ website meant for jobseekers but I also advertised the nanny job vacancy on several job search websites such as: Option Carrière, Vivastreet, Indeed, Le Bon Coin. The jobseekers would then be able to send us their applications by e-mail. When constructing the job description and advertisement, I considered elements that made the job appealing to the candidates I wanted to attract.

Nanny Vacancy Advertisement in French

C/ STEP 3: JOB INTERVIEW

The candidates who sent their applications through job search websites and the Merci+ website were contacted by the company headquarters and were called for an interview in the Bordeaux agency.

• Establish rapport: Every time job interviews were conducted in the agency, I had to greet the applicants with a pleasant smile, firm handshake, and a casual statement to outline the interview objectives and structure. For example, I would say "Please be seated. Before we carry out the interview, I would like you to complete this “fact sheet” so that we gather necessary information about your past nanny experiences. You also have to do a nanny theory test by answering a few child care-related questions.”

• Gather information: I always gave the candidates enough time to fill the fact sheet in order to gather personal information, their availability during the week, their location and previous child care experiences.

Personal information: At Merci+, we recruit candidates irrespective of nationality. However, we have to verify whether they are of French nationality or not since there are more administrative procedures to follow for foreign applicants. It is also necessary to know whether the candidates have children and if they do, it is important to know their age. If the children are young, we have to know whether or not the candidates will be available for work at clients’ place after school hours and if they have to pick up their kids after school.

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Merci + prestataire de services à domicile. Recrute nounou H/F pour travailler au domicile des particuliers.

Nous proposons des postes en CDI à temps partiels entre 6H et 20h par semaine. Secteurs : Bordeaux et Cub.

Expérience minimum de 6 mois dans le domaine. Véhicule souhaité.

Salaire horaire 9€43 brut de l’heure. Nos plus :

-possibilité d’évolution -remboursement des frais de transport

-mutuelle -formation

Availability: It is important to know the minimum and maximum number of hours per week the applicant is willing to work for our agency. Thus, the candidates have to fill in a schedule so that we know on which days and at what time they will be available for baby-sitting. Quite a few students apply for part-time baby-sitting in our agency. If they do not yet have their schedules for the following year on the day of the interview, they are required to send them to us as soon as they get them. We also have to know whether the candidates will be available for full-time baby-sitting during school holidays and whether or not they have professional or personal commitments (ex: sports, associations). Location: In addition to the address of an applicant, we have to know if she has a vehicle to drive to the client’s place or if she will travel by public transport. In case the candidate will travel by public transport, she has to specify the bus or tram lines which operate in the region as well as the nearest stop from where she lives. Since Bordeaux is a big city, the applicant also has to clearly indicate the locations till which she is willing to travel by car or bus for baby-sitting. Qualifications: In the fact sheet, the applicant can specify whether she has any child care qualifications like the “BAFA petite enfance” (Brevet d'aptitude aux fonctions d'animateur) or any other early childhood education qualifications. Sometimes we may find that there are candidates who hold no qualifications at present but who are working towards an early childhood education qualification of some sort. Previous work experience: There is a specific section in the fact sheet where the candidates have to specify the age groups of children they have kept as well as the names and contact details of the parents. This is very important since at the end of interview, we must carry out reference checks. The applicants have to indicate the number of hours they worked per week for every family and the duration of the baby-sitting services. They can also list down all the activities they carried out while baby-sitting (ex: sports activities, creative activities, games, preparing meals for the children, picking up the children from school, helping with homework, organize outings). Child-care skills and knowledge test: After having completed the fact sheet, all candidates have to do a child-care skills and knowledge test which is a fundamental component of the selection process when recruiting. French and Mathematics exercises: After having completed the child-care skills and knowledge test, the candidates have to do a few French and mathematics exercises. The selection process does not take into account the candidates’ answers to those exercises. Their objective is simply to assess candidates’ French and mathematics proficiency level so that we can assign candidates having a good level of French/mathematics proficiency to families which require nannies to help children with homework. • Conduct the job interview: Mrs. Allison Dugers gave me the opportunity to conduct job

interviews. The type of job interview we conduct at Merci+ is known as the open interview. This is an interview for employment where the company accepts job applications during a block of time when all applicants can attend. Interviews are held on a first-come, first-served basis. In addition, it is a structured interview since more than one of the same position is available within the organization. Thus, every applicant for the nanny position is asked the same questions as every other applicant applying for the position.

ID and CV verification: As soon as the first candidate had completed the fact sheet and the nanny theory test, I would call him to conduct the job interview. I first verified his identity card before verifying specific information from his resume: most recent work experience, previous nanny/baby-sitting experiences and their durations, child-care qualifications…

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Follow the nanny interview guide: I had to follow the company’s nanny interview guide in order to conduct the job interview in a structured manner. We can distinguish 5 types of interview questions. The Merci+ Nanny Interview guide will be provided as appendix but a few examples of questions are listed below.

General/fact-based questions

Objective: To have a general idea about the candidate and to clarify certain information listed on her resume

Examples:

For how long did you babysit the children of Mr X?

Since when are you looking for a job?

Do you have any other job interview the next few days?

Do you have a preferred age group for children?

What is the maximum time you would be willing to travel (by bus or public transport) till the client’s home?

Experience verification questions

Objective: To verify if the candidate’s past experiences are compatible with the job vacancy at Merci+

Examples:

What were your duties and responsibilities while babysitting the children of Mr X?

What have you gained from your previous nanny experiences? The candidate should be able to discuss in detail: his duties, his activities, his successes, lessons learned.

You prefer carrying out which type of activity with children: manual, sports or educational activities and why?

Situational/hypothetical questions

Objective: Analyze how the candidate would respond in a series of scenarios

Examples:

What would you do if a child refuses to eat dinner?

Imagine you have to babysit 3 children aged 2 years, 5 years and 10 years. How would you organize your day?

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Behavioral question

Objective: A behavioral question asks about a specific past event.

Examples:

“Tell us about an instance where you encountered difficulties while baby-sitting and how did you handle the situation?” Through this question, we can test the candidate’s ability to take a negative situation and have it end with a positive solution. He should be able to name a difficult situation he faced, what action he took and the results of his actions.

Stress questions

Objective: Find out what motivates the candidate, the level to which he or she desires the job, how much he or she knows about the job. Test his ability to link his interest and enthusiasm to the skills and knowledge that are most relevant to the position. Analyse the skills that the candidate can bring to the job. Get a better grasp on the candidate’s level of dependability, focus, commitment and long term career goals.

Examples:

What prompted your decision to apply for this position?

What are your major strengths?

According to you, what are the qualities and values a nanny must have?

Where do you see yourself 5 years from now?

During the interview, I listened attentively to the candidates and I noted down specific information about them whenever possible. This would be handy when I would later compare information and the answers of the different applicants.

• Company presentation: Once the job interview was over, I gave the candidate information about the business, the nature of job contract, pay, employee’s rights, working conditions, duties and obligations. I made sure to do the company and job presentation only after I had let the applicants answer my interview questions. If I told the applicants exactly what I was looking for first, they could adapt their answers to fit what they perceived as my needs.

Information about the company: I gave the candidates a general description of the company, the number of agencies we have across France, the different services we offer to our clients.

Nature of the job contract and pay: I reminded the candidate about our permanent part-time employment contract. We do not offer full-time 35-hour jobs but only jobs for around 20 to 30 hours a week with a gross hourly wage of 9, 43 euros which is equal to the minimum wage in France.

Nannies’ rights and benefits: Merci+ refunds the mileage expenses of nannies who use their own vehicles to travel to the client’s home and 50% of the transport costs of nannies who travel by public transport. In addition, at least one training program is provided every year to nannies who are in addition entitled to 5 weeks’ paid holidays and health insurance at attractive rates.

Nannies’ duties and obligations: Nannies should be available at least 6 hours per week for babysitting and should have a good level of written and spoken English. They must of course have a solid experience in babysitting and those who babysit children aged less than 3 years must have the necessary qualifications: CAP petite enfance or any other early childhood qualifications.

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• Close the interview: I would close the interview by thanking every candidate for his or her attention and interest and I would indicate what the next step would be and the time frame within which it would occur. If the candidate’s job application was accepted, we would call him within 7 working days.

• Evaluate my notes and compare candidates: Once the candidate left, I would complete an evaluation sheet or firm up my notes, noting specific information about the candidate wherever possible. This is crucial since I might not recall the details of the interview at a later point in time. I rated the candidate by using different evaluation criteria provided in the Nanny Interview guide: experience, motivation, knowledge and skills, availability, general behavior, child security.

D/ STEP 4: CALCULATING THE THEORY TEST SCORES OF APPLICANTS FOR NANNY JOBS As I have mentioned earlier in the report, every candidate goes through a selective recruitment process before being employed in the agency. Thus a theory test is designed to assess a nanny’s practical knowledge of child care and to test the skills of professional nannies. Its main objective is to test the applicant’s working knowledge and understanding of a wide array of child care related subjects; including children’s physical, emotional and social growth and development as well as nutritional needs and health and safety issues. A special section is included to test candidates’ knowledge about children aged less than 3 years.

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GENERAL THEORY TEST QUESTIONS

1. Till what age does a child need to take a nap? How do you help him fall asleep?

2. A child aged 6 refuses to eat dinner. What do you do?

3. Which activities would you suggest to a little girl aged 7 and to her brother aged 3 on a Wednesday afternoon?

4. List 4 dangers for children outside the home (Example: On the way home from school, or at the park)

5. List 6 dangers for children at home.

6. What would you do if a child burns his/her hand by placing it on a hot stove or by touching any hot object?

7. What would you do in case you were late for picking up the child from school?

How I calculated the test scores In order to calculate the candidates’ scores as objectively as possible, Mrs Allison Dugers gave me a document containing detailed correct answers to the different theory test questions. (See Figure below)

ANSWERS AND GUIDELINES FOR THE GENERAL THEORY TEST QUESTIONS

Child napping and ways

to help him sleep

Child napping is advised till the age of 5 or 6. Indeed, naps are important for children until they are in elementary school. An important method to get the child to fall asleep is to have a ‘calm-down’ activity before naptime. Reading a story works for many children. If books and stories don’t serve to calm the child, the nanny should be able to think up other activities that would best suit the child’s temperament and interests: listening to soothing music, singing a song, painting.

What should be done if a child aged 6 refuses to

eat dinner

The nanny must talk to the child about the importance of nutrition and should tell him how eating healthy dinners will help him to grow up healthy. If the child still refuses to eat, the nanny should be able to find creative ways to make the meals look more interesting: decorate the food with pastry or cheese slices cut into shapes or just placing the food and sauces to make funny and colourful faces.

Activities for girl aged 7 and her brother aged 3

The nanny should be able to suggest activities that can be carried out by both children. For instance, on a lovely sunny afternoon, the nanny can take the kids to the children’s playground and bring their play balls. When there is bad weather, the nanny can propose manual and craft activities: paint and print making; paper cards.

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THEORY TEST QUESTIONS FOR CHILDREN AGED LESS THAN 3 YEARS

1. What is a fontanel? What are the precautions you should take?

2. In which order would you introduce new food products at the time of food diversification in infants?

3. What must be done when the baby has a fever? Are you authorized to give the child medication?

4. At what age does a child start walking?

5. At what age does a child start going to the potty?

6. At what age should we start food diversification?

7. At what age does a child begin to utter his first words?

8. At what average age do babies get their first teeth?

Dangers for children outside the home

Dangerous games in the park (children can fall and hurt themselves); traffic and road accidents; animals (off-leash dogs); dangerous strangers

Dangers for children at home

Poisoning through ingestion of medications, cleaning products, alcohol, cosmetics, toxic products; Burns in the kitchen due to hot stove; Hot water burns in the bathroom; choking due to small objects including small parts of toys; cuts caused from knives, scissors, blades, gardening tools; electrocution accidents due to aging electric wiring, hair dryers; falling down the stairs/windows/ balconies

What should be done if the child burns his hands on hot stove

The nanny must not use ointments/balms without parents’ authorization since the child may have allergies. She must run the burnt area under cold tap water (fifteen degrees Celsius) during fifteen minutes. If it’s a serious burn which requires emergency treatment, she must call the emergency services and the parents.

What a nanny should do if

she is late to pick up children from school

The nanny should call Merci+ staff who will call the school to inform the administration about the nanny’s lateness. Outside the opening hours of Merci+, the nanny should directly inform the school administration and tell them at what time approximately she will pick up the children. Thus she must always keep with her contact information of the school, the child’s parents and Merci+.

GUIDELINES: THEORY TEST QUESTIONS FOR CHILDREN AGED LESS THAN 3

Definition of fontanel and

precautions to be taken

A fontanel is a soft spot on an infant's skull where the bones have not yet grown together. Infants have six fontanels. The two biggest are at the very top of the head, one toward the front and another toward the back. It is fine to gently touch them when washing or caressing the baby’s head but the nanny must not put direct pressure on this area.

Introducing new food products during food

diversification in infants

Food diversification means step by step introducing new food and textures in the infant’s diet thus moving on from an exclusively milk diet to a more varied food. Start first by introducing cereals, fruit and vegetables before moving on to meat, fish and eggs. Gradually the baby will accept food of a more solid texture: after eating his first puréed fruit and vegetables, he will enjoy mashed textures and then chopped up ingredients.

What must be done if the

baby has a fever

The nanny must take the child’s temperature. If it is more than 38°, she must not bundle up the child with blankets or extra clothes because this may keep the fever from coming down. The nanny must make sure that the child drinks plenty of fluids but she cannot give him medication without the parents’ permission. If she cannot reach the parents, she must call the doctor or emergency services.

The age at which a child

starts to walk

A child taking his first tentative steps as early as 12 months or as late as 18 months is within the normal range of development.

The age at which a child

starts going to the potty

According to many potty training guides, most children are not ready to begin potty training until 18-24 months.

The age at which to start

food diversification

Food diversification should never be started before 4 months. It is recommended to start with food diversification after 5 or 6 months.

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Age at which a child

utters his first words

The average age an infant says his first word is 12 months.

Average age at which babies get first teeth

Babies’ first teeth may show up as early as 5 months and as late as 10 months. Most babies get their first teeth at around 5 months.

Book characters for

children aged less than 3

Oui-oui, Winnie, Picoti, Papoum, Petit ours brun, Popi,…

Selection based on test scores We usually favor candidates who have scored at least 7 out of 10 points for the general theory test questions and at least 6 out of 10 points for the specific questions concerning children aged less than 3 years. However, we cannot rely solely on the test scores when recruiting nannies. It is crucial to carry out reference checks before taking any final decision. E/ STEP 5: REFERENCE CHECKS A reference check is a valuable tool in the recruitment process to verify the accuracy of information given by job applicants and to obtain additional information about them. After all, the best indicator of future performance is past performance. In addition, reference checks help to prevent negligent hiring for which an employer can be held responsible. Thus, when reference checks are conducted, the employer has a more defensible position.

The importance of reference checks for nanny positions at Merci+ Bordeaux

Whenever a family looks for a nanny through our agency, there are often time constraints on the nanny search. However, at Merci+ Bordeaux, we never skip checking references which is a critical step in the screening process. Indeed, references can give us an insight into the nanny’s personality, work ethic, good qualities and bad ones which we cannot gain solely from a written application or an interview with the nanny.

Telephone Reference Check Guidelines given by my tutor

o A minimum of 2 telephone reference checks must be completed prior to making a job offer. A third check is highly recommended if either of the first two is less than satisfactory.

o All the candidates have provided contact information for their references on the employment application. Ideally, I had to contact the most recent employer first and speak with the candidate’s supervisor or any other person who has evaluated his work. Direct supervisors typically provide the best reference information because they have first-hand knowledge about the candidate’s strengths and weaknesses.

o If only names and phone numbers of co-workers or friends have been provided by the candidate, I had to contact the latter by phone to let him know that I would need to speak with someone who had supervised his work.

o In case I had trouble reaching one or more of the references listed, I had to contact the candidate for alternate reference information.

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Steps I followed to conduct the telephone reference checks

At Merci+, reference checks are conducted by phone because most of the time, the best information can be obtained when using this method. Indeed, previous employers are sometimes uneasy about putting information in writing but may be willing to share information over the phone.

o I first familiarised myself with the nanny job description, qualifications and needs.

o I reviewed all information provided by the applicant (Resume, application, cover letter, etc).

o When contacting references, I began by introducing myself, giving the purpose of my call and I explained my role in the search process.

o I noticed that I got more detailed responses if I also gave a brief overview of the position that the candidate was being considered for at Merci+.

o I used the reference check form to ask the necessary questions. This document is provided by Merci+ group in order to facilitate the reference check process. However, in case I would have to talk to an English-speaking previous employer, I also created an English version of this document.

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REFERENCE CHECK QUESTIONS FOR NANNIES

1. Please describe the child care situation you observed the applicant in.

2. How many children did she look after while working for you?

3. What were the applicant’s responsibilities while employed by you?

4. Can you describe any difficulties the applicant had carrying out any of these responsibilities?

5. Please describe the applicant’s child care style (How did she relate to the children)?

6. Can you comment on the applicant’s communication skills, level of maturity and common sense?

7. Can you describe the applicant’s receptivity to directions or suggestions you gave her regarding the care of your children?

8. Can you comment on the applicant’s ability to provide quality care to children in an unsupervised setting?

9. Did the applicant have any occasion to handle emergencies? If yes, was the emergency handled to your satisfaction?

10. Can you comment on the applicant’s honesty, reliability and punctuality?

11. Would you recommend the applicant for child care employment?

o I paid particular attention to what the previous employer had to say and I was always alert to very negative or very positive responses.

o I always asked why the applicant left his previous employment or I restated the reason the applicant gave as to why she left her previous job and I asked the reference provider to verify this information.

o I also asked if the applicant would be eligible for rehire or not and why.

o As soon as I finished a telephone reference check, I evaluated all information I received to determine what was helpful or what was irrelevant for the job vacancy at Merci+.

What I learnt while performing reference checks

It is important to listen not just to the overall comments a reference makes but also to the specific word choices, the tone and enthusiasm with which the reference describes the candidate. Indeed, if the reference speaks about the nanny in an excited and enthusiastic tone, it could indicate that she was truly pleased with the nanny and her performance.

F/ STEP 6: SELECTING THE CANDIDATES AND CALL THEM TO FIX AN APPOINTMENT FOR AN

INITIAL TRAINING SESSION AND SIGNATURE OF JOB CONTRACT

I already did a pre-selection of candidates after the job interview. However the theory test questions was useful to further assess the candidates’ knowledge about children and their skills while the reference checks confirmed my opinion about the candidates. Once I felt satisfied about the results of these different selection tools and once I had compared the results of the different candidates, I made a final decision on who were the candidates I would choose for nanny positions in the Bordeaux agency. I would then call the candidates to let them know that their job applications had been accepted and to fix an appointment with them for an initial group training session. I had to make sure that at least 3 candidates were available at the same time when scheduling an initial group training session.

G/ STEP 7: UPDATING THE EMPLOYEE DATABASE

After calling the chosen candidates, I had to update the employee database with important information regarding their past nanny experiences, personal information, availability during the week, qualifications as well as information obtained through reference checks etc…

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H/ STEP 8: INITIAL TRAINING SESSION

The initial training session can also be called employee induction or orientation programme. It is made up of two major components: Administrative & Legal Procedures and Initial Training.

Administrative and legal procedures

As a priority the induction programme must cover any legal and compliance requirements for working at the company. This process covers the employer and employee rights and the terms and conditions of employment. I verified the documents the future employees were required to bring (Bank Account Identification, a copy of the identity card or passport, health insurance card or statement, proof of address dating less than 3 months or housing certificate and ID of the house owner/landlord, public transport card in Bordeaux, driving licence, vehicle insurance, vehicle registration document...) They also had to complete a few important documents (Application for extract of judicial record, Certificate of key handover) before signing the employment contract.

Initial Training

The two major objectives of initial training sessions are to: 1. Improve client service; which translates into improved client satisfaction and higher client retention rates.

2. Welcome new employees to the company, prepare them to their new role as nanny and help them adapt to their new working environment. The initial training session is intended to enable the new employee to become a useful, integrated member of the team, rather than being "thrown in at the deep end" without understanding how to do their job or how their role fits in with the rest of the company.

3. Teach nannies how to perform their duties more efficiently.

4. Develop their theoretical and practical skills. Thus a good induction programme can increase productivity and reduce short-term turnover of staff.

Initial training content

The main initial training contents are listed below:

Charter of good conduct: Nannies at Merci+ must adhere to a Code of Conduct that provides clear guidelines for how to fulfil their mission the right way. Broadly, they must wear proper attire which is suitable for the job, have a personal hygiene, give a positive image of the company, be punctual at the clients’ home and respect their work schedule.

First Meeting with the parents: A meeting will be fixed with the parents and nanny before starting the babysitting services. This first contact with the family is extremely important. The nanny must reach the parents’ place on time, talk about her past nanny experiences to reassure the parents, project a good image of the company and get acquainted with the child.

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Nanny Task Sheet: The Nanny Task Sheet consists of essential information such as: Number of children to babysit, their names and age, the day and babysitting hours required by the family, the address of the school if the nanny has to pick up the child from school, details about the child’s meals, bath and sleeping habits as well as activities and games which are authorized or prohibited by parents. Specific child allergies and health problems will also be mentioned. Certain parents also require nannies to help the child with homework. Such information is also provided in the Nanny Task Sheet.

Domiphone Remote Management System: When nannies check in at the client’s place, they have to call a toll free number from the client’s landline number and do the same thing at the time of departure. Additional minutes are the travel time between the school and the client’s home; and not overtime which a nanny does because the child’s parents return home late from work. Such overtime will be automatically registered by the Domiphone system when the nanny calls at her time of departure anyway. It is important for the nannies to understand this whole process because monthly customer invoices and employee payslips are prepared based on data registered through the Domiphone System.

Access to blogs and monthly newsletters on the Merci+ website: These are resources provided to nannies by Merci+ to give them creative ideas in order to help them organize interesting activities and games with children they babysit.

A Child security quiz: This is done in order to review several key points on child security inside the home and outdoors.

Once the training session was over, I gave every employee a copy of their employment contract and a Merci+ Nanny Manual which contains further information that can help them with different nanny tasks, responsibilities and safety issues. I then thanked them for coming at the initial training session after they had completed the Training Assessment Sheet where they could rate the initial training content and comment on specific areas they enjoyed or which, according to them, needed to be improved.

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IV. SELF-EVALUATION

My internship at Merci+ Bordeaux was highly positive. I acquired and developed knowledge in several areas: sales prospecting; business development and human resources. I learnt a great deal about the Home Services Sector in France and the legislation that applies.

At the beginning of my internship, I was not sure about whether or not I would be able to work in a sector I hardly knew about. However, I must say that I quickly got to discover new things and my tutor, Mrs Allison Dugers, offered me proper guidance so that I could have a good understanding of the Home Services Market in France.

I was given real work in a real working environment that was in line with my university studies. I enjoyed every working day since each day was different than the one preceding. Mrs Dugers gave me guidelines each time she assigned me to a particular task but she also gave me the necessary autonomy to learn and discover things by myself. We allocated one hour at the end of every week to review and update my work. I developed friendly ties with the other trainees and we were able to work together in a healthy work environment.

Moreover, this work placement enabled me to develop personal attributes such as communication skills and persuasive selling skills through regular customer interaction as well as team spirit while distributing flyers with the other trainees in the public.

To conclude, my internship in France was a very enriching experience and a real opportunity to discover the world of work in another country than mine while at the same time making the most of Bordeaux’s cultural heritage. It fostered my international work experience immersed with a completely different cultural experience thus allowing me to step out of my comfort zone of Mauritius. As I get ready to leave Merci+ Bordeaux, I walk away with more than just an internship on a resume, I walk away confident with the skills and abilities I have gained and the friends I have made.

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V. REFERENCES

Merci+

The company’s website: http://www.merciplus.fr/

Financial information: http://www.verif.com/bilans-gratuits/SUD-OUEST-SERVICES-MPLUS-479674392/

SWOT Analysis

Lifestyle and Home Care Services Development Plan Report:

http://www.servicesalapersonne.gouv.fr/Public/P/ANSP/brochures-d%C3%A9pliants/Plaquette_instit-FR.pdf

Key figures of the Home Services Sector: http://www.servicesalapersonne.gouv.fr/chiffres-cles-(2064).cml

Sales prospecting and Business Development Tasks

Sales prospecting by phone: Telephone prospecting script I prepared (Appendix 2 Page 74)

Appointment with prospect:

- Document containing detailed steps to follow during appointment with prospect for cleaning services, provided by the Company Headquarters (Appendix 3 Page 79)

- Cleaning Service Contract (Appendix 4 Page 86)

Human Resources Tasks

Job Interview: Candidate Fact Sheet and Theory Test (Appendix 5 Page 92), Nanny Job Interview Guide (Appendix 6 Page 97)

Calculating theory test scores of applicants for nanny jobs: Nanny Theory Test Correction Guide (Appendix 7 Page 99),

Initial training/ Induction programme: Nanny Manual Guide provided by Company Headquarters, Additional Information Sheet (Appendix 8 Page 104), Application for extract of judicial record (Appendix 9 Page 105), Proof of Submission of Judicial Record to Merci+ (Appendix 10 Page 106), Certificate of Key Handover (Appendix 11 Page 107), Employee Time Table (Appendix 12 Page 109), Proof of Transport (Appendix 13 Page 111), Charter of Good Conduct (Appendix 15 Page 113), Nanny Task Sheet (Appendix 16 Page 114), Domiphone Remote Management System (Appendix 17 Page 115), Child Security Quiz (Appendix 18 Page 116), Security Quiz Answers (Appendix 19 Page 117), Training Assessment Sheet (Appendix 20 Page 118)

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VI. APPENDIX

APPENDIX 1: ORGANISATIONAL CHART

MERCI+ BORDEAUX – 2013

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APPENDIX 2 : TELEPHONE PROSPECTING SCRIPT I PREPARED

Présentation

Bonjour Je suis bien chez Mr/Mme X ? Sandeesha de la société Merci+.

Nous sommes, prestataire de services à domicile sur Bordeaux.

Je me permets de vous appeler deux minutes pour vous parler de notre offre découverte de 4

heures de prestations gratuites pour le ménage, repassage et garde d’enfants. Auriez-vous en

ce moment une femme de ménage ou une nounou à domicile?

Si oui / D’accord.

•Puis-je me permettre de vous demander si c’est une entreprise qui emploie cette intervenante ou si c’est une indépendante ? •(Si c’est une entreprise, laquelle ?) •Dans les deux cas de réponses : êtes-vous satisfait par l’ensemble des services ? (Prendre note de la réponse « SONCAS », et mettre en avant les avantages de nos services si

besoin)

Pour conclure l’appel

Si vous êtes amené à avoir besoin d’une de nos prestations dans le futur, n’hésitez pas à consulter notre site « merciplus.fr ». Vous y trouverez toutes les informations dont vous pourrez avoir besoin pour faire appel à nous. Merci de m’avoir accordé quelques instants. Je vous souhaite une agréable journée! Au revoir. Si non /

D’accord. •1) Parce que vous effectuez vous-même ces tâches ? ou •2) parce que vous n’avez pas trouvé d’intervenante? -Souhaitez-vous faire appel à nous pour vous aider ? -Je peux vous proposer un RDV pour évaluer votre besoin en ménage/repassage et garde d’enfants, et vous expliquer le fonctionnement de notre société. •De qu’elles prestations auriez-vous besoin ? Préciser : Nous possédons l’offre multi-activités qui est proposé aux clients qui font appel à nos deux services (garde d’enfants et ménage/repassage). Cette offre garantie des prix préférentiels. Pour conclure l’appel

Pour mieux évaluer vos besoins, et vous expliquer le fonctionnement de notre société, je vous propose de mettre en place un RDV. Seriez-vous disponible cette semaine? Ne quittez pas, je vois avec ma responsable, si le créneau horaire est disponible…. merci d’avoir patienté. Valider le rendez-vous !!!

Je vais avoir besoin de quelques informations supplémentaires. •Si ménage = Superficie du logement, nombre d’heures souhaitées par semaine. •Si garde d’enfants = Nombre et âge des enfants à garder, jours et heures d’interventions. D’ici là, je vous invite à consultez notre site « merciplus.fr ». Merci de m’avoir accordé quelques instants. Je vous souhaite une agréable journée et vous dis à « revalider la date et l’heure du RDV » Au revoir.

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(Si le client veut plus d’informations en direct) Je vais vous expliquer en quelques points le service.

Ménage / (Repassage)

* entretien régulier et complet de votre intérieur (et de votre linge.)

-L’intervenante se rend à votre domicile chaque semaine et s’organise selon un programme d’entretien établi. (lors du rendez-vous) -Elle est formée en continu dès son intégration dans l’entreprise. -Votre interlocuteur MERCI+ coordonne vos prestations de ménage et repassage et assure le suivi

qualité. -Pour s’adapter au mieux à vos besoins, nous vous vous proposons 3 niveaux de prestations: Standard Cette offre s’adresse à une clientèle souhaitant un entretien régulier de son domicile selon un programme standard. L’intervenant est qualifié, compétent et applique les consignes. Avantage Cette offre s’adresse à une clientèle désireuse d’un entretien régulier, méthodique et approfondi de son domicile afin de se décharger de l’ensemble des tâches ménagères courantes. L’intervenant travaille de manière plus autonome et plus rapide. Expert Cette offre s’adresse à une clientèle qui souhaite déléguer complètement l’entretien de sa maison (et de son linge). Au-delà des tâches courantes exécutées avec une grande rapidité, l’intervenant accomplit également des tâches spécifiques de par son très haut niveau d’expertise (entretien de l’argenterie et des matériaux nobles par exemple).

MERCI+ est agréé par l’État. A ce titre, nous vous faisons bénéficier d’une réduction ou d'un crédit d’impôt de

50% sur toutes nos prestations. Exemple : Si vous avez dépensé 1000€ chez MERCI+ au cours de l’année, vous pourrez déduire 500€ de ce que vous devez payer aux impôts. Cela vous revient donc moitié prix !

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Garde d’enfant

MERCI+ famille vous propose un service spécialisé de garde d'enfants de moins et plus de 3 ans répondant à l'ensemble de vos besoins. Garder un enfant ne se résume pas à une simple surveillance, et nos intervenants sauront assurer l'éveil et l'épanouissement de vos enfants.

Tarifs TTC avant avantages fiscaux, hors frais d'inscription de 99 euros et frais d'accès à l'ensemble des

services MERCI+ : 9,90 euros/mois.

Les 9.90€/mois: -Accès à l’ensemble des services merci+ -Agence de proximité -Interlocutrice dédié -Rdv qualité sur le terrain (avantage concurrentiel) Les 99€ d’inscription: Pour la garde d’enfants nous avons 99€ d’inscription (car nous faisons un recrutement sur mesure en fonction du besoin du client). (Traitement des objections)

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78

79

80

81

82

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84

85

APPENDIX 4 : CLEANING CONTRACT

86

87

88

89

90

91

APPENDIX 5: CANDIDATE FACT SHEET AND THEORY TEST

92

93

94

95

96

APPENDIX 6: NANNY JOB INTERVIEW GUIDE

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APPENDIX 7: NANNY THEORY TEST CORRECTION GUIDE

REPONSES CONNAISSANCE DE L’ENFANT

Jusqu’à quel âge un enfant doit-il faire une sieste ? Comment l’endormir ?

Il est conseillé de faire la sieste jusqu’à l’âge de 5 ou 6 ans, l’âge du passage en école élémentaire. Pour l’endormir, il est important de connaître et d’appliquer les habitudes de l’enfant. De manière générale, il est conseillé de ne pas exciter l’enfant avant la sieste, faire un temps calme, des activités calmes (musique douce, coloriage…). Lire une histoire à l’enfant peut aussi être une manière de calmer l’enfant et de l’endormir. Si un enfant ne veut pas faire sa sieste, insistez sur les activités calmes.

Un enfant de 6 ans refuse de manger le repas du soir, que faîtes-vous ?

Un enfant ne peut pas tenir toute une après-midi ou s’endormir tranquillement sans avoir mangé. Il est donc important de lui expliquer l’importance d’un repas. S’il refuse de manger, nous allons essayer de lui en donner envie. Pour cela, il existe différentes techniques : les petits jeux (type le petit avion qui rentre dans son garage) ou encore aménager l’assiette de façon amusante (découper le steak en forme de cœur, dessiner un visage grâce aux aliments….). L’enfant aura également plus envie de manger une assiette haute en couleurs. Quelles activités proposez-vous à une petite fille de 7 ans et à son frère de 3 ans un mercredi

après-midi ?

Il est important de trouver des activités pouvant être pratiquées par les deux enfants. Dans ce dernier cas, cela peut être une sortie avec un ballon au parc s’il fait beau ou encore des activités manuelles, culinaires s’il fait mauvais temps. Citez 4 dangers extérieurs au domicile (sur trajet école-domicile, au parc) ?

- Animaux (notamment les chiens avec ou sans laisse)

-Tout ce qui est relatif aux transports et à la route

-Inconnus, personnes louches

- Parc (jeux inadaptés, foule…)

Citez 6 dangers intérieurs au domicile ?

- Electricité

- Cuisine : four, placards, éléments de cuisine, produits ménagers…

- Salle de bain : baignoire, médicaments…

- Balcons, fenêtres, portes, escaliers

- Petits objets/jouets

- Jardin : outils de jardinage…

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Que faîtes-vous si l’enfant s’est brûlé la main sur la porte du four?

-Mettre immédiatement la main sous l’eau froide (Règle de 3*15 : 15minutes à 15 centimètres sous le

robinet à 15°C).

-Ne pas appliquer de pommade sans l’autorisation des parents.

-Prévenir les parents.

-En cas de brûlures plus importantes, appeler les secours.

Que faîtes-vous en cas de retard (pour aller chercher l’enfant à l’école) ?

-Prévenir MERCI+ afin que l’école soit prévenue. -En dehors des horaires d’ouverture de MERCI, prévenir directement l’école en donnant l’heure approximative d’arrivée Il est important d’avoir une carte téléphonique sur soi et les numéros de téléphone de l’école, de MERCI+ et des parents dans son portefeuille en cas d’oubli de portable, de panne de batterie ou de crédit insuffisant.

Travailler avec les moins de 3 ans

Qu’est-ce que la fontanelle ? Quelles précautions doit-on prendre ?

Le crâne du bébé est fait d’os cartilagineux séparés par des sutures souples. Il existe 4 fontanelles dont la plus importante est située sur le sommet du crâne (voir image ci-contre). Celle-ci se referme progressivement selon les bébés, entre 8 mois et 2 ans. Précautions : vérifier que celle-ci soit toujours plane et souple. Les fontanelles sont solides mais il faut éviter d’appuyer dessus. �� Celles-ci s’élargissent en avant par la fontanelle antérieure (en forme de losange) et en arrière par la fontanelle postérieure (petite et triangulaire). Ces deux fontanelles permettent une certaine flexibilité du crâne lors de l’accouchement. Si celle-ci est très bombée et tendue et qu’elle ne bat plus, cela peut évoquer une méningite. Si elle est creusée, c’est le signe d’une déshydratation très dangereuse pour le bébé. Dans quel ordre introduit-on les aliments lors de la diversification alimentaire ?

- Dès 5-6 mois, est possible : la consommation de yaourt, de fruits (très mûrs, cuits et mixés), de légumes (en purée), de céréales (sans gluten). - Dès 7 mois, est possible : la consommation de céréales avec gluten, de viande et de poisson mixés (2 cuillères à café par jour), d’œuf (1/4 dur), d’huile (colza ou olive – 1 cuillère à café) et de beurre (1 noisette au repas). - Dès le 8ème mois, est possible : la consommation de pain, pâtes fines, semoule et riz. - Dès le 15ème mois, est possible : la consommation de légumes secs en purée et de sel (pendant la cuisson).

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L’introduction des aliments lors de la diversification alimentaire est à adapter en fonction de la capacité de mastication, de déglutition et de la tolérance digestive de l’enfant. Il est important de suivre les recommandations des parents et vérifier si l’enfant est allergique à certains aliments D’après les recommandations du Programmes National Nutrition Santé (PNNS) : -Produits laitiers: dès 6 mois la consommation de yaourt est possible mais c’est au 7ème mois que celle-ci est recommandée. -Fruits: dès 5 mois la consommation de fruits très mûrs est possible mais c’est au 7ème mois que celle-ci est recommandée (cuits et mixés). La consommation de fruits en morceaux ou à croquer est possible à partir du 24ème mois. -Légumes: dès 5 mois la consommation de légumes sous forme de purée lisse est possible mais c’est au 7ème mois que celle-ci est recommandée. Puis sous forme de petits morceaux. -Légumes secs: ne sont recommandés qu’à partir du 15ème-18ème mois sous forme de purée. -Céréales: consommation sans gluten possible à compter du 5ème mois. Consommation avec gluten possible à partir du 7ème mois. -Pain, produits céréaliers: la consommation de pain, pâtes fines, semoule et riz ne sont recommandés qu’à partir du 8ème mois -Viandes, poissons: la consommation est autorisée à compter du 5ème mois mais recommandé qu’à compter du 7ème mois (tous mixés : 2 cuillères à café par jour). A compter du 9ème mois : hachés, 4 cuillères à café par jour. A compter du 24ème mois : 6 cuillères à café par jour. -Œufs: la consommation d’œuf est possible à compter du 7ème mois (1/4 dur) ; à compter du 9ème mois : 1/3 dur puis à compter du 24ème mois : ½ œuf. -Matières grasses ajoutées: à compter du 7ème mois, 1 cuillère à café d’huile (colza ou olive) ou 1 noisette de beurre au repas est autorisée. -Sel: ne pas saler les repas avant le 24ème mois. A compter du 24ème mois : saler peu pendant la cuisson et ne pas resaler à table. -Produits sucrés (biscuits, bonbons, crèmes dessert, chocolat, confiture, miel…): la consommation est possible à compter du 7ème mois mais celle-ci est à limiter au maximum. Que faut-il faire lorsqu’un bébé a de la fièvre ? Etes-vous autorisé à donner un médicament ?

Si l’enfant a une température supérieure à 38°, les premiers gestes : -Découvrir l’enfant pour ne pas augmenter la fièvre. Plus la température de l’enfant est élevée, moins il doit être couvert. Eventuellement, ne laisser que le body. -Le faire boire plus souvent que d’habitude. Les gardes d’enfants ne sont pas autorisés à donner un médicament à l’enfant sans l’autorisation préalable des parents. Si les parents sont injoignables, appelez le médecin ou les urgences selon la situation.

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A quel âge un enfant commence-t-il à marcher ? entre 12 et 18 mois. L'apprentissage de la marche chez un enfant s'organise autour de 5 étapes : au début, un enfant s'accroche aux meubles pour se mettre debout et pointe les fesses en arrière ; puis, il commence à marcher en se tenant au bord du parc : après, un enfant marche les deux mains tenues par une personne adulte ; ensuite (et parfois pour longtemps!), en ne tenant qu'un seul doigt ; et enfin, l’enfant se lance et marche seul. Certains bébés franchissent ces étapes en quelques semaines, d'autres en quelques mois… Mais sachez que seul 60% des enfants arrivent à faire quelques pas à leur 1er anniversaire.

A quel âge un enfant commence-t-il à aller au pot? vers l’âge de 18 mois. Attention, chaque enfant évoluant à son rythme, pas question de focaliser coûte que coûte sur cette date et de le forcer à aller sur le pot s'il ne veut pas. Le bon moment pour l'acquisition de la propreté chez l'enfant est celui où il est physiologiquement et psychologiquement prêt. La maturité physique correspond au moment où le cerveau de l’enfant parvient à exercer une commande (rétention ou expulsion) sur ses sphincters par l'intermédiaire des fibres nerveuses qui atteignent leur maturité vers l'âge de 18 mois. Attention, chaque enfant évoluant à son rythme, pas question de focaliser coûte que coûte sur cette date et de le forcer à aller sur le pot s'il ne veut pas, cela reviendrait à faire du « dressage »... Le plus souvent, une semaine - quelquefois deux ou trois - suffisent pour qu’un enfant soit propre pendant la journée. La propreté nocturne est plus longue à acquérir, six mois, voire un an plus tard, car elle est surtout liée à son évolution physiologique, notamment à l'organisation de son sommeil. Etre propre la nuit, cela ne s'apprend pas ! A quel âge commence-t-on la diversification alimentaire ? jamais avant 4 mois ; idéalement après 6 mois. Le passage à l’alimentation diversifiée nécessite une maturation psychomotrice, digestive, métabolique et sociale qui n’est pas atteinte au mieux avant l’âge de 4 voire de 6 mois.

A quel âge un enfant commence-t-il à prononcer ses premiers mots ? vers 12 mois. - 4 mois: bébé fait des sons quand on lui parle: "A...rrr", "A...grrr"

-6 mois: l’enfant vocalise, gazouille et répète plusieurs fois le même son

-9 mois: bébé babille et décline des syllabes ("Babababa, Dadada, Papapa"...). Il comprend le "non" et

le "au revoir"

-12 mois: il dit trois mots, fait non de la tête et va bientôt lâcher son premier "Mama" ou "Papa"

-15 mois: un enfant dit 5 mots

-18 mois: bébé a son jargon et connaît au moins 6 mots

-21 mois: un enfant est capable de demander à boire et à manger

-2 ans: il fait des phrases de 2 ou 3 mots et utilise le pronom « moi ».

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A quel âge un enfant a-t-il ses premières dents? le plus souvent vers les 5 mois de l’enfant In utero déjà, des bourgeons pré dentaires prennent place dans les mâchoires de bébé. Ces bourgeons vont prendre forme progressivement, devenir dents de lait, pour "percer", le plus souvent vers les 5

mois de l’enfant et jusqu’à ses 2 ans et demi. Cependant, la première dent de bébé peut prendre son temps et n'apparaître que vers ses 10 mois !

Quels sont les personnages de livres ou de magazines pour les enfants de moins de 3 ans ?

Oui-oui, Winnie, Picoti, Papoum, Petit ours brun, Popi,…

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APPENDIX 8: ADDITIONAL INFORMATION SHEET (INDUCTION

PROGRAMME)

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APPENDIX 9: APPLICATION FOR EXTRACT OF JUDICIAL RECORD

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APPENDIX 10 :PROOF OF SUBMISSION OF JUDICIAL RECORD TO MERCI+

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APPENDIX 11: CERTIFICATE OF KEY HANDOVER

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APPENDIX 12: EMPLOYEE TIME TABLE

EMPLOI DU TEMPS:

109

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APPENDIX 13: Proof of Transport

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APPENDIX 14: EMPLOYEE SUMMARY SHEET

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APPENDIX 15: CHARTER OF GOOD CONDUCT

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APPENDIX 16: NANNY TASK SHEET

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APPENDIX 17: DOMIPHONE REMOTE MANAGEMENT SYSTEM

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APPENDIX 18: CHILD SECURITY QUIZ

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APPENDIX 19: SECURITY QUIZ ANSWERS

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APPENDIX 20: TRAINING ASSESSMENT SHEET

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APPENDIX 21: EXAMPLE OF HOUSECLEANER TASK SHEET

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APPENDIX 22: CLEANING PRODUCTS GUIDE GIVEN TO HOUSECLEANERS

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