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m h History h METRO Group & Sales Lines h METRO Cash & Carry Countries

r h -ision h Mission Statement h Core -alues h Strategy h Cash & Carry Business Concept h 10 Business Principles

h Customer Branch Segmentation h Store Format and Layout h Food & Non-Food Departments h Category Roles

! h General Presentation h Metro, a responsible Corporate Citizen h Strategy hExpansion hPositioning hPerformance hCompetence |





m h History h METRO Group & Sales Lines h METRO Cash & Carry Countries

r h -ision h Mission Statement h Core -alues h Strategy h Cash & Carry Business Concept h 10 Business Principles

h Customer Branch Segmentation h Store Format and Layout h Food & Non-Food Departments h Category Roles

! h General Presentation h Metro, a responsible Corporate Citizen h Strategy hExpansion hPositioning hPerformance hCompetence | %

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'(& First store opened in Mulheim, , by Otto Beisheim

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'() First " store opened in the Netherlands. Enhancement & internationalization of the concept.

''( # as founded. Since then the

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Headquarters have been situated in Düsseldorf, .

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# acquired the European Cash & Carry business of SH- MAKRO in hich METRO Group already held a 40 % stake. METRO Group is quoted on the stockmarket today.

% First store openings in India and Ukraine. Since then focus on expansion in ne countries, especially in Eastern Europe and Asia.

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Status 30.04.2010

Status 30.04.2010

Status 30.04.2010

,! Õ Cash & Carry includes Schaper stores

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Status 31.12.2009

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,! METRO Group Asset Management

MGA METRO GROUP Advertising

MGB METRO GROUP Buying HK

MIB METRO GROUP Insurance Broker

MGI METRO GROUP Information Technology

MGT METRO GROUP Travel

MGL METRO GROUP Logistics

MGP METRO GROUP Processing

MFM METRO GROUP Facility Management

MIAG Metro International AG

http://mcc.in.metrogroup-netorking.com/intranet/site/metro-group/node/19438/Len/index.html Õ Cash & Carry includes Schaper stores

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'() '() r Õ Status: 17.12.2010

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m h History h METRO Group & Sales Lines h METRO Cash & Carry Countries

r h -ision h Mission Statement h Core -alues h Strategy h Cash & Carry Business Concept h 10 Business Principles

h Customer Branch Segmentation h Store Format and Layout h Food & Non-Food Departments h Category Roles

! h General Presentation h Metro, a responsible Corporate Citizen h Strategy hExpansion hPositioning hPerformance hCompetence |

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-ISION METRO ill dominate the Cash & Carry holesale segment globally, through our unique business formula hich improves the competitiveness of our customers all over the orld.

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Win-in partnership ith our suppliers Open communication Defined format adapted to local market needs Innovative in all e do Commitment to give our customers more value for their money Efficient and lo-cost operation

i Acknoledged first-choice Cash & Carry Wholesaler Strive for reliability and transparency Commitment to ethical and environmental values Our employees are our main asset

Sustained groth of shareholder value

Continuous focus on customer needs and satisfaction

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6! Someone ho buys and sells goods in large amounts to shops and businesses. ´

A person, shop or business that sells goods to the public. ´

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2:: Our Distribution Centres bring Suppliers together ith Professional Customers



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â1 1; Access only to ed Professional Customers via free Metro Card | )

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Wide range of choices

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Time-saving shopping

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Standardized store layout

Professional ." / % service

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Everyone ho has a ed business.

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Through 6 , MCC should offer all customers value adding services, and reard specific customer groups ith additional benefits inand outside the store.

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available in all stores are responsible for: h the of existing customers h the acquisition of ne customers.

/ h regularly ith attractive special offers h targeted mailings to selected customer groups ith offers that are focused on their individual business needs.

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m h History h METRO Group & Sales Lines h METRO Cash & Carry Countries

r h -ision h Mission Statement h Core -alues h Strategy h Cash & Carry Business Concept h 10 Business Principles

h Customer Branch Segmentation h Store Format and Layout h Food & Non-Food Departments h Category Roles

! h General Presentation h Metro, a responsible Corporate Citizen h Strategy hExpansion hPositioning hPerformance hCompetence | )

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2 Hotels, Restaurants, Caterers A BUSINESS hich transforms food ingredients in order to sell complete meals (exception: the accommodation service of a hotel).

%!! A BUSINESS hich resells the product.

! Food Professional A BUSINESS hich buys food products as core input. ! (- / !

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A BUSINESS hich buys inputs of secondary importance for its business at METRO. Can run its business ithout the products purchased at METRO.

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h Hotels

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h Restaurants

h Kiosks

h Caterer h Café / bars

h Specialist F h Petrol station

h Pubs.

h NF trader.







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h Health Care

h Institutions

h Wellness

h Industries

h Physical services

h Office based services

h Craftsmen.

h Metro internal.

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% 5/ ( Local and exotic varieties in different pack sizes

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% -arieties of fish and other seafood, delivered daily from fresh distribution centers

Delicatessen, cheese, yogurts and additional milk products

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Meat and poultry in a strictly temperature controlled environment

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# Local and exotic varieties in different pack sizes

- All kinds of seets & savories, toffees & candies too

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Detergents & Toiletries, all cleaning material

Non-alcoholic drinks, ine and spirits BWST ± Beverages, Wines, Spirits

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Utensils, kitchenare, crockery,, cutlery, tableare, plastic-are, glassare, pots and pans.

All linen - Bed sheets, bath toels, hand toels, curtains, bath mats , doormats etc

Do it Yourself ± Furniture, Car accessories, Poer tools, tools, Tools & accessories etc

Office solutions ranging from files to paper, glue, pens, pencils etc.

Ladies, Men, Shoes ± casual & & for uniform Luggage, Accessories.

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Home electronics, Bulbs & lamps, television, mobiles, cameras etc

Complementary department ith room for special events according to season (e.g. christmas, diali, dusshera).

Ladies, Men, Uniforms, aprons etc for HoReCa

Home electrical ± both small & large ± micro-ovens, rice cookers, mixers, juicers etc.,

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Welcoming customers, check & issue customer cards at the entrance. Dealing ith goods returns and After Sales Service, Customer Care.

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Acquiring ne customers and visiting ed customers.

Dealing ith all human resources topics for the store¶s staff.

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Settling of demonstration furniture, display material and signage for the presentation of goods.

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! :/ D:E Handling of the data transfer and the system in the store, Generating reports, Inventory management.

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Receiving of goods in the Goods Receiving area, handling of returns & relocations.

Handling of all invoices, debit and credit notes.

Invoicing and collecting money from the customer before s/he leaves the store. Freebie control.

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š Front of House

‡ Quality

‡ Customer marketing

‡ HR & Training

š Gold Customer CSD š Checkout / Main Cash š Deco š Maintenance š promo Management š Sales Floor management

‡ Logistics ‡ Goods Receiving ‡ ALC / IT ‡ Re- ordering ‡ Replenishment ‡ Outrigger management ‡ Stock Management ‡ PI / AI ‡ Planogram

‡ FSD / COD / SKS

‡ Security ‡ Store

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Ho to sell our self in the industry

Well groomed ± not just ell dressed ‡ ‡ ‡ ‡ ‡ ‡

Hair (men / omen) Accessories Elegance / make-up Clothes Personal hygiene Posture

Posture ± the ay e carry ourselves ‡ ‡ ‡ ‡

Do not slouch hile standing or sitting Drumming signifies restlessness Rubbing eyes signifies boredom Negative posture looks suspicious and closed ‡ Constant hand movement signifies nervousness : !!

What makes us different from the mob ‡ Positive attitude ‡ Appearance ± ell groomed (smart, fresh and clean) ‡ Mannerisms ± polite, sincere, alert to needs ‡ Communication / sales presentation ± clear, concise, ell prepared ‡ Respect for time ± punctuality, appointments ‡ Knoledge ± on ( product, Company ), customer¶s company ‡ Sensitivity to needs ± empathy, listening

What makes generic ‡ Appearance ± sloppiness, untidiness ‡ Lack of knoledge or information ‡ Poor communication: Sales presentation ± ill prepared, bad usage of sales tools ‡ Unacceptable mannerism ± arrogance, disrespect, insincere, nosey, interrupting ‡ Time asting - irrelevant chat, loud and long conversations ‡ Pressure ± being pushy or µnegative¶, aggressive

Selling Skills

§ Steps of Sales P ± Positive state of mind O ± Open discussion U ± Understand customer needs C ± Close the discussion H ± Handshake

Unique ay of Handling ‡ Acknoledge ± Listen carefully ± Rephrase the objection in question form ± If I am to understand you correctly««.

‡ Solve ± Provide facts and anser directly to clear the objection

‡ Close ± Gain Agreement to solution

Our Way: Closing ‡ Don¶t be scared. ± 44% Of all professionals give up after the first µno¶ ! ' ! F&>

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Our Way of Closing

‡ Summarize the benefits. ± Eg : âNo Mr. customer, e have agreed that metro suites your day to day requirements. Shall I go ahead and deliver the card to you?´.

Mantra to ace«. TEAM WORK

United e stand divided e fall««

Opportunities in Service Industry ‡ ‡ ‡ ‡ ‡ ‡

Hospitality/Tourism sector Retail sector Banking sector Logistics sector IT sector Public sector