tt_draft_WEB

TEAM talk
AWARD WINNERS
SIX YEARS
RUNNING
ELAVON AWARD WIN
TRAINING: INVEST IN YOURSELF
INTRODUCING PETER RENSHAW
SKY DIVE: HOPE FOR HOLLIE
EXCEPTIONAL PERFORMERS
MARCH & APRIL
2016

TEAM talk
MARCH & APRIL
2016
CONTENTS
Managing Director’s Message................................................................. 3
Star Performers...................................................................................... 4
Gareth’s Exceptional Performers............................................................. 5
Call Centre: Top Performers.................................................................... 6
Sales Update.......................................................................................... 7
RMS Awarded for the Sixth Year Running............................................... 8
Operations Update................................................................................. 9
Industry News: Older Generation Turning to Contactless..................... 10
Introducing: Peter Renshaw.................................................................. 11
Training: Invest In Yourself..................................................................... 12
Sky Dive: Hope for Hollie...................................................................... 13
Industry News: Android Pay.................................................................. 14
Introducing (the editor): Joe Winyard..................................................... 15
Refer A Friend...................................................................................... 16

“
Today is an opportunity to
get better. Don’t waste it.
“
Gareth Poppleton | Managing Director
WE are fast approaching the second half of 2016
and what a year it has been. Time really does fly and
it goes to show that if you want something to happen
you need to get on with it or opportunities will pass
you by. This year is again proving to be one in which
we exceed our expectations and set new records
and we must keep focused on our objectives both as
individuals and as a team.
“We must keep focused on our
objectives both as individuals
and as a team.”
It was great to see our Field Sales Teams at the
Regional Meetings recently. These meetings are a
key opportunity to get the field sales teams together,
to share best practice, communicate any updates
or changes collaboratively and to help guide and
motivate everyone towards the same goals. I was
pleased to get the chance to once again witness the
team spirit and camaraderie that is so indicative of
our culture and I hope you all found the meetings
informative, valuable and enjoyed the day.
We also picked up an award for Outstanding
Performance from Elavon for the sixth consecutive
year demonstrating that we continue to be a key
contributor to a global organisation and that our hard
work is recognised at the very highest level. The key
to our success is to keep growing and improving and
we need fresh ideas and new perspectives to ensure
we do not get complacent and retain our industry
leading position.
Finally, as a Company, we spend the beginning
weeks of any year reflecting on the successes and
shortcomings of the previous year and walking
through our lives, room by room, drawing up a list of
work to be done, problems to solve and issues to fix.
As the weeks and months pass by, we work through
our list and completed tasks are replaced with new
challenges that need addressing as we strive to
maintain the equilibrium of business as usual.
At this point in the year, to balance the list, we ought
to walk through the rooms of our lives… not looking
for flaws, but for potential. As a business, we know the
importance of looking for the potential in everything
and everyone and we know we will not achieve great
things if we only focus on our flaws. At RMS, we want
everyone to reach their fullest potential and soar
with their strengths so that we can all celebrate our
successes together.
“We want everyone to reach
their fullest potential and soar
with their strengths”
I would like to conclude by acknowledging everyone
of you for your hard work and dedication during the
first half of 2016. Thank you for all you’ve done to
make the first half of the year so successful. It is a
pleasure to be part of this great team and I have
confident expectations of the greatness that lies
ahead!
3

STAR PERFORMERS
Top BDM March
Top BDA March
Top Office
Employee March
Steven Duncan
North West
Top BDM April
Ian Chevis
North East
Top BDA April
Paul Nicholls
Web Developer
Top Office
Employee April
Martin Cruse
South West
Rajdeep Channa
South West
Nicola Fourie
Credit Controller

GARETH’S EXCEPTIONAL PERFORMERS
MARCH
BDM Region Sales Ratio
Steven Duncan NW 27 1.29
Jean-Pierre Mongiovi NE 24 1.20
Martin Cruse SW 23 1.44
Mark Deeks NW 23 1.21
Keith Browne IE 23 1.15
Eddie Twomey IE 22 1.16
Graham Bates NW 9 1.29
APRIL
BDM Region Sales Ratio
Martin Cruse SW 39 1.86
Sean Kelly SW 25 1.19
Mark Jenkins SW 23 1.21
5

CALL CENTRE TOP PERFORMERS
MARCH
Position BDA
Region Sales
1 Ian Chevis NE 37
2 Rebecca Sherriff SW 31
3 Nikki Sunasky NW 28
4 Danielle Titmus NE 28
5 Rajdeep Channa SW 25
APRIL
Position BDA
Region Sales
1 Rajdeep Channa SW 44
2 Danielle Titmus NE 29
3 Ian Chevis NE 26
4 Nikki Sunasky NW 26
5 Eleanor Oldham SW 24

Sales Update
Steven Stewart | Sales Director
WITH the first quarter of 2016 already behind us, it
is great to see so many BDMs doing well in the field
both new and established. I was pleased to welcome
Mark Deeks from the North West into the Elite Club
after delivering a consistently strong performance
which I am confident will continue.
We have had some outstanding breakthroughs from
new starters in recent months with special mention
to the following who are fast becoming familiar faces
on the RMS league tables as they climb the ladder
of success: Carl Ford NE, Chad Cooney NW, Sean
Kelly SW and Jean-Pierre Mongiovi may be joining
the Elite big hitters in the NE region next month if
he can maintain his impressive 1+ ratio for the 3rd
consecutive month... better watch those queries! So
far in 2016, we have had an Elite Club entry every
month and I would be delighted were this to continue
to the end of 2016!
Our call centre continues to provide much-needed
appointments to our BDMs and we have had some
equally as impressive new starts in 2016 particular
mention to Eleanor Oldham for breaking into the
April top 5 and Danny McCarthy who narrowly
missed out, both from the SW team. Keep up the
good work guys!
It was great to see our Field sales teams together
at the 3 Regional Meetings in Leeds, Milton Keynes,
and Dublin. I hope you all enjoyed the content of the
meetings and the time you had to spend with your
colleagues.
The Regional Meetings are of great value if you take
on board the key messages delivered on the day from
the interactive and thought provoking presentations.
To recap:
• John McCay presented on how to manage your
OWN business forecasts and managing everything
that you can control more efficiently in order to meet
your goals. Are you doing everything you possibly can?
• Andy Scott reminded us all that opportunities
are everywhere and that you can fill your own
diary with referrals by asking every “Sat, Non
Sat, Sale, Non Sale” for local referrals. It boils
down to you knowing your numbers and ratios of
what you need to do to meet and exceed target.
There have already been some success stories
of BDMs using this process and signing deals!
• Jason Larner covered off how to submit the
referrals/hot leads on the new eApp function,
ensuring all of the groundwork you put in is
maximised and turned into selling opportunities.
• Noel Mclaughlin and Jamie Thomson reinforced
the importance of query prevention, followed by the
prompt action that is required if you get a BDM or
Acquirer query. Please remember that from 1st June,
any BDM with an unacceptable level of ignored
acquirer queries will be paid on net sales. Don’t put
yourself in that position.
Remember the circle of success: Appointment, Sale,
Install, Happy Customer, Trust Pilot, Referrals.
Don’t forget, you work for a great company with
a great product, manage your diary, know your
numbers, enjoy the job and take pride in the service
you give our customers. Let’s all have a great month
and remember the current incentive runs until May
31st.
- Good luck.
7

RMS AWARDED FOR SIXTH CONSECUTIVE YEAR:
‘OUTSTANDING ISO PERFORMANCE 2015’
Andy Harvey, Partner Team Manager,
Elavon added “RMS continue to innovate
and break the mould, cleverly partnering
traditional direct sales with technology
innovation through its fleet of foot model
and ground breaking electronic application
process”.
Gareth Poppleton, Managing Director
of RMS, said: “This is the sixth consecutive
year we have been recognised for
Outstanding Performance & Innovation by
Elavon who we have partnered with since
the beginning. It’s been an incredible
journey driven by a highly talented team of
people and we look forward to continuing
to make a real difference to the businesses
and lives of the people that we help”.
RETAIL MERCHANT SERVICES have
again been recognised with a prestigious award
for “Outstanding ISO Performance” in 2015 from
Atlanta, Georgia based Elavon – part of U.S
Bancorp’s payment services division. This is the sixth
consecutive year RMS have received the award.
Founded in 2007, Retail Merchant Services was
established by payment industry experts as an
alternative to the banks to open UK card payments
processing to every business no matter how big or
small.
Steve Widdall, Partner Relationship Manager,
Elavon said “We are delighted to be able to present
this award to Retail Merchant Services who continue
to lead the way with their entrepreneurial spirit and
focus on helping small businesses grow”.
Boasting the largest employed field sales force in
the industry; training and on-going development
remains high on the agenda for RMS.
“When it comes to small business owners, they
are busy running their business and may not have
thought about the potential saving they could make
by switching to an independent provider” says
Gareth, adding “Our customers like face to face
interaction and the personal touch so we invest
heavily in training and development, ensuring
our customers meet with a local payments expert
who is fully equipped to identify the best solution
for their business. It’s all about trust and reliability,
customers want to know they are getting a fair deal
and a reliable service and that we are there to help
when things don’t go wrong”.
8

Operations Update
Neil Watson | Head of Operations
BELIEVE it or not, it’s been six months since I
arrived here in Milton Keynes. To say that time has
flown by is an understatement. During this period,
there’s been a lot of change in the way we go about
our daily business but I have to say, you have all
taken on the challenges in a positive manner to
ensure we continue to deliver the excellent service
that is expected of us by our customers. It’s not
easy and yes we have made mistakes but we have
learned, changed the way we do things, improved
and ensured we make things better for the future.
We have faced a number of challenges in recent
months due to changes in legislation put forward by
our Acquirers (Elavon and Global) and the terminal
manufacturers (Verifone and Ingenico) but I can say
on a positive note that even with the tight time frames
that have been put forward to us, we have managed
not only to deliver but to ensure our customers have
not been negatively impacted.
One of the most important priorities in recent months
relates to the new application process and finding
ways to speed up the process so we can improve the
time taken from the point of signing all the way through
to installing the terminal. Again, a lot of changes in
our processes and restructuring of teams but I’m
happy to say we are moving in the right direction.
From January 1st, we have seen an increase in 1st
time Application Pass Rate, this has gone from 27%
to 43%, a great start but with more work to do.
I’d also like to highlight a few BDM’s for consistently
presenting clean and complete applications that are
going through first time, quickly and efficiently and
subsequently being turned round by the acquirers
with the minimum of work. Thanks to Carl Ford, Craig
Penty, Sean Kelly and Mark Jenkins there are other
BDM’s also but I couldn’t name them all... this not only
streamlines the process in Head Office and with the
acquirers but ultimately looks great to our customers
who have had a seam free transition.
Overall there’s still work to do as we want to ensure
we continue to improve the different elements of
the business with a view to enhancing the customer
experience. I thank you all for your perseverance and
continued hard work and look forward to the next 6
months!
9

Older Generation Are Turning to
Contactless Payments
Industry News
NEW figures released by Barclaycard as
part of its latest Contactless Spending Index
shows that the number of ‘silver spenders’ –
people over 60 – using contactless payments
increased by 116% in the last 12 months. The
46-60 age group has seen a 97% increase
in contactless users. Among the 18-24 age
group, users have risen by 49 per cent.
The figures come as the UKCA reveals that contactless spending passed £1.5 billion for the first
time in March, increasing from £1 billion per month in November. This upward trend in the popularity
of contactless is supported by Barclaycard’s data showing that overall spending has more than
doubled in the last 12 months, rising by 123%.
Is your idea
worth £25?
Don’t forget your idea for the business could earn you
£25 in Love2Shop vouchers.
Simply email ideas@retailmerchantservices.co.uk
and if you’re a winner we’ll let you know.

Hello
my name is
Peter Renshaw
Introducing...
Peter Renshaw | Regional Sales Manager (South East)
Welcome to RMS Peter, please tell us a bit about
yourself:
I’VE worked in the payments industry for the
past 15 years, mainly in the SME sector, but
I’ve also won large e-commerce deals in the car
parking and airport industries. I’m passionate
about giving the customer a positive experience
during every meeting and it’s important to me that
customers trust us enough to recommend Retail
Merchant Services to other businesses they have
relationships with.
You’ve been with us over a month now, how are
you settling in?
I fell in love with the company culture when I
attended my interviews. All the staff have a positive
and helpful attitude, particularly Steven and
the other RSMs have been very supportive. I’m
starting to recruit a large number of new BDMs for
the region and the recruitment days run by Colette
and Sean were excellent in enabling me to build a
strong team quickly.
What are you enjoying most about your job?
Giving additional value to our customers has been
very rewarding and getting to know the individual
members of my team has been very enjoyable. We
have some big numbers to hit so we constantly need
to raise the bar in order to acquire new customers,
obtain more referrals and get the customer live
quicker by getting our KYC right first time.
What does a typical day involve for you?
I attend three booked appointments per day with
a BDM and then progress with our cold calling
businesses in the same location; feeding back any
leads to the BDA team. Like any other Regional
Manager in the team, I have plenty of early morning
starts and late finishes with a lot of miles driving in
between.
What are you looking forward to the most in the
next few months?
Building an established, first class team that
can deliver sales results and smash targets. I’m
also looking forward to my new recruits gaining
knowledge, experience and developing into some
of the top performers within RMS. Working closely
with the BDA team is also hugely important so we
can all be successful together.
And just for fun, tell us your favourite film, TV show,
food and tipple of choice?
The best film I’ve watched recently is ‘Wild Card’,
but to be honest I like any Jason Statham film! My
favourite TV show is ‘Suits’ (the lawyers one) and
my perfect meal is a juicy Florentine steak with a
glass of red.
11

Investing in your profession
is to invest in yourself.
Andrew Scott
Head of Training & Development
IF YOU look up ‘professional’ in the dictionary,
just after the picture of me, you will read the simple
definition:
professional
prəˈfɛʃ(ə)n(ə)l/
1. Andrew Scott
2. a person engaged or qualified
in a profession.“professionals
such as lawyers and surveyors”
In the modern world there are countless professions to
choose from, but many of these require qualifications,
experience and skills that can take several years to
develop and attain. Not to mention a costly outlay for
the privilege, for example:
Doctor: It’ll take around 10 years to train as a GP
(including medical school) and 14 years to train as
a surgeon.
Pilot: 3 years training and 1500 flying hours to
achieve a basic license and become a co-pilot. At
least 5,000 flying hours later and you can apply for a
promotion to captain.
they ignore, it’s also books on human behaviour,
psychology, persuasion and body language.
Pareto’s law rings true in most sales organisations,
with 80% of the commission earned by 20% of the
sales force. Whilst the remaining 80% of the team
are left wondering how the others do it. All the top
performers I’ve worked alongside or have managed,
continuously expand their knowledge beyond what
they’ve been taught and create additional activity
outside of their working hours. This open-minded
approach has always been accompanied by a
positive attitude and never assuming they were the
finished article.
How are you going to hone your skill set and open
your mind to your true potential? You may not know
the answer yet, but the books listed below are a good
starting point. Although the approaches and strategies
in these titles may contradict each other at times, they
all have one common theme: self-investment. Start
getting the best out of yourself and the new friends
you meet (your prospects) and please, let me know
how you get on.
Architect: Finish your 5 years study at university
and at least 2 years internship and you will receive
your architect’s registration, only then can you start
applying for work.
What if I told you there was a profession out there that
needed no lengthy qualifications? A profession that
had only limited entry requirements, but still offered
you the same earning potential as the professionals
mentioned above? You would only assume that,
“I want to join this crazy uncapped earnings world,
where just talking to people pays the bills!”
Well congratulations, you already have! However,
whilst most of us class ourselves as ‘professional
sales people’ the startling fact is that the average
sales person in the UK has not read more than
one sales book. In fact, it’s not just sales books
The Closer’s
Survival Guide
Grant Cardone
The 7 Habits of
Highly Effective
People
Stephen R. Covey
Think and Grow Rich
Napoleon Hill
To Sell Is Human
Daniel H. Pink
Why Men Don’t Listen
& Women Can’t Read
Maps
Allan & Barbara Pease
my
favourite!
12

SKY DIVING
FOR
hollie
Paul McOmish
Finance Director
ON the 2nd July I will be taking part in a
tandem sky dive in aid for Hope for Hollie.
Hope for Hollie is the same charity I raised money
for whilst doing the 3 Peaks Challenge and Mount
Kilimanjaro, which a lot of RMS staff generously
donated towards.
Hollie is a 10 year old girl and good friends with
my youngest, Katie. She suffers from an extremely
rare genetic condition called Niemann Pick Type C
(NP-C), which causes neurological decline and
childhood dementia.
I’d appreciate it if you could spend a few minutes
looking at the website to learn more about the condition,
but also see some of the events and achievements
by the charity, made possible by people’s donations:
www.hopeforhollie.co.uk
Any donations would be greatly appreciated in the
search for a cure, but also to raise awareness of
this condition. Less than 50 children in the UK suffer
from Niemann Pick Type C and only around 1,000
worldwide.
If you wish to donate directly, you can do so here:
Donate to:
https://www.justgiving.com/fundraising/Paul-McOmish
There is currently no cure for Niemann Pick Type C
and children affected by this condition normally die
before 20 years old and many die before they reach
10.
Alternatively, please let me know how much you
would kindly like to donate.
Thank you for your help, wish me luck!
13

Android Pay Launches
in the UK
Industry News
WITH almost 60% of the UK’s smartphone
owners using an Android handset, Google have
now launched Android Pay; its ‘tap-and-go’
contactless payment service in the UK. Although
no official launch date was given, terminals
supporting the app are now being spotted in the UK.
In order to use this service, devices must be running
Android 4.4 or higher and fitted with an NFC (near
field communication) chip. Google have chosen
Britain as its latest launch location down to the
country’s familiarity with contactless payment. The
facility had only been available in the US until now.
Apple Pay has been used in the UK since last summer,
with thousands of retail outlets and also the London
Underground is now accustomed to commuters using
their phones to pay.
Android Pay naturally comes in the form of an
app either preloaded on an android device or
downloadable from Google Play. It also requires
a digital lock: a pin code, pattern or fingerprint.
However, as long as the device is switched on, you
don’t need the app to be open to pay on a contactless
terminal.
Like Apple pay, most retailers only allow payments
using your phone that have a ceiling value of £30.
In theory, a software upgrade will be available (at a
later date) for payment terminals to permit payments
of a higher amount, although this will then prompt
users to use the unlocking method to authorise the
transaction.
Android Pay is available with Visa and MasterCard
credit and debit cards. Bank of Scotland, First Direct,
Halifax, HSBC, Lloyds Bank, M&S Bank, MBNA
and Nationwide are all signed up as participating
banks, but Barclays customers will not be able to use
Android Pay, as they’re making contactless payments
available through their own mobile banking app.
Samsung are also rolling out their own Android
payments service. Samsung Pay is also due to arrive
in the UK late 2016 and according to a spokesman, will
offer a simple solution combined with special offers.
Arguably this adds more ‘choice’ to android payments,
but it could also add more confusion to the customer.
The closed nature of Apple’s operating system,
compared to Android, may prove an advantage (to
their business) in this instance. Apple does not allow
outsiders to go anywhere near the NFC functionality
on its phone. Therefore, Barclays customers with an
iPhone will not be able to use the bank’s mobile app
to make contactless payments.
Replacing your wallet with a phone has been
promised for the past ten years and was supposed to
come to fruition with Apple Pay, however according to
a source in the payments industry: “1 in 10 payments
are contactless, but less than 1 in 100 are made from
a mobile phone.”
Contactless cards first launched in the UK in 2008,
had also been slow to take off. Yet, Transport for
London’s decision to allow the use of contactless
credit and debit cards on the tube and buses has
been the tipping point of their use. Retail staff in the
capital now seem embarrassed when they tell you
that they cannot accept contactless. Commuters
will also be able to use Android Pay to make use of
London’s public transport.
Statistically, Android Pay will have a potentially giant
audience in the UK and could do for the mobile wallet
what TfL did for contactless cards. For the first time, just
about anyone who owns a smartphone can use it to pay.
60% of UK smartphones are Android
Handset must run Android 4.4 or higher
NFC chip must be integrated
£30 payment limit
Commuters can use it on TfL terminals
Exclusive deals will be offered through use
14

Hello
my name is
Joe Winyard
Introducing (the editor)...
Joe Winyard | Senior Marketing Executive
Welcome to RMS Joe, please tell us a bit about
yourself:
I guess you could say I’m a qualified designer who
has pursued a career in marketing, which as a skill
set has married up quite well for me so far. I’ve been
in marketing for 6 years and worked for one company
that sold projectors and another that sold kitchen
gadgets, so it’s fair to say I’ve got another steep
learning curve ahead of me. Outside of work I used to
be a competitive swimmer for Milton Keynes and I’ve
run a few marathons, but nowadays I just seem to
walk my dog to the kebab van.
You’ve been here a few weeks now, how are you
settling in?
I was told before I joined “to bring arm bands” –
wish I had bought a dingy instead! I’m nowhere
near knowing everyone’s names yet, but I’ve been
so impressed by how knowledgeable the staff are
about their business and the industry. I have to keep
reminding myself how relatively young RMS is; along
with the people that work here, it feels so established.
What are you enjoying most about your job?
I feel lucky to have a real and unrestricted opportunity
to support the visual face of the company. I don’t feel
like my role is in a box and the scope for developing
and evolving RMS as a brand is huge. It’s refreshing
to be supported by people who are receptive to new
ideas and positive change.
What does a typical day involve for you?
I’ve not had one day that’s been the same yet and I
have a feeling that will be an ongoing trend. There’s
not really one piece of marketing or design that’s
the same and there’s a lot of ad-hoc work. It can be
tricky to schedule in, but I think that’s what keeps my
job interesting. I’ve always had to work this way so I
guess you could say I’m attracted to this type of job.
What are you looking forward to most in the next few
months?
Improving my knowledge of the payments industry
and being able to implement it more effectively in my
marketing activity. I want to start meeting the needs of
the business and the rest of the RMS team as quickly
as possible. I’d like to keep RMS consistent, up to
date and most importantly, relevant in the market.
…And just for fun, tell us your favourite film, TV show
and food:
I can amaze people with the amount of so called
‘classic’ films I’ve not seen: The Green Mile, The
Shawshank Redemption, Die Hard, Star Wars…
although I’d say Shutter Island is my favourite film.
I love anything DiCaprio. My favourite TV show was
The Office (US version) but that’s finished now and to
add further insult to injury it’s now been removed from
Netflix. I don’t know what my favourite food is, but it’s
definitely something fast and with chips.
15