Discuss Features and Benefits

In order to feel comfortable selling products or services or even referring individuals to CCB, it helps to know what the product or service is (feature) and how it helps individuals (benefits). Below are the features and benefits of the Positive Pay account.

Features

• Provides verification of client's issued checks
• Client provides an electronic file of his/her issued checks to the bank, and the check number and dollar amount are matched up against checks that are presented
• Identifies and flags suspicious and potentially fraudulent checks as they are presented for payment

Benefits

• Reduces the risk of over-the-counter check fraud
• Helps prevent fraud rings and fraudulent check passers from duplicating individual checks and cashing them at various bank locations
• Peace of mind that your checks cannot be fraudulently duplicated, or altered and cashed

Identify Opportunities

Always be on the lookout for individuals who may benefit from using Positive Pay. Below are examples of prospective clients.

• Businesses that have experienced fraudulent checks on their account
• Clients who would like to reduce the amount of risk with checks
• Businesses that want to authorize each check before it is paid
• Business clients who need to verify issued checks by comparing check number and amounts

Discover Client Needs

Before you recommend a product or service to a client, prospect, or friend, it only makes sense to recommend things they might actually need or like. This is why it's important to ask questions that help us gain insight about an individual's banking preferences.

Sales Associates

To identify the Treasury Management product for each prospect based on his or her needs, you need to ask qualifying questions and listen to verbal clues. Below are examples of qualifying questions and clues:

• Have you experienced any fraudulent activity on your bank account?
• How did this impact you and your business?
• Have you ever had anyone take money out of your account against your wishes and wanted to prevent that from happening in the future?
• Do you want a way to verify issued checks to the bank, where the check number and dollar amount are matched up against checks that are presented at the teller line, or through regular clearing channels?

Some common statements you might hear from clients are:

• "How do I stop these criminals from debiting my account again?"
• "Someone made all of these fraudulent checks that I did not authorize."
• "How do I reduce the risk of fraud on my account?" 

Non-sales Associates (Take it to 10)

If you do not feel comfortable with Positive Pay, but are working towards your Take it to 10 goals, do not focus on a specific product. Instead, ask if the prospect is interested in the services provided at CCB. To do this you might say:

I work at Capital City Bank and we offer several products and services designed to meet your banking needs, including Positive Pay. Would you be interested in learning more about them service with an associate of mine?

Recommend Products/Services

When you have identified a need or learned about a prospect's banking preferences, you are ready to make recommendations that align with his or her goals.

Sales Associates

Below are examples of what you might say when recommending the Positive Pay feature after having used the qualifying questions.

I recommend that you sign up for Positive Pay, available through our Treasury Management department. This service will help by preventing checks from clearing your account without your prior authorization. Does this sound like something you are interested in?

Non-sales Associates (Take It to 10)

If you are simply trying to make a referral to CCB, then you are recommending the bank, and even a specific banker. Below is an example of how you make this recommendation.

I recommend Capital City Bank, not only because I work there, but also because it is a great place to bank. We are a strong, stable community bank with a variety of personal and business products and services. I would be happy to connect you with a friendly banker to help you with Positive Pay. 

Handle Objections

It is highly likely that once you make a product or service recommendation, you will receive objections. Before responding, keep the following points in mind:

• Make sure you understand the question or objection
• Be empathetic
• Address the question or objection even if you can't change the product or service
• Check with the prospect to make sure he or she accepts your response or explanation

To respond to objections, use Feel, Felt, Found to structure your responses. Below are examples of objections and suggested ways of responding.

Sales Associates

Client Objection: "I think it might be best to close the account and open a new one."

Feel: That is a possible solution. 

Felt: Many clients have had the same thought.  

Found: Closing the account is one suggestion, but not necessarily the most cost effective, closing the account will cost you more money and also take a great deal of time. If you get a new account, you will need to buy new checks, spend time setting up any bill payments, and contact any companies that automatically debit your account. Don't you think the small fee is worth avoiding all of that and also preventing this from happening again in the future?

Non-sales Associates

Client Objection: "I'm not sure I want to spend that type of money yet."

Feel: I understand you may not be ready yet. 

Felt: Most people like to compare a few places or get recommendations before doing something.

Found: Most people I talk to find that Capital City Bank has all the bells and whistles of the big banks with a small community feel. You can always speak to one of our bankers who can tell you more about Positive Pay with no strings attached. Would you like me to have one of them give you a call?

Ask for the Business

If you did not receive an objection or have already come to an acceptable resolution with the client or prospect, you are ready to ask for the business. Asking for the business is how we move the sale forward. Below are some examples of what you might say to ask for the business.

Sales Associates

• May I start Positive Pay for you now?  
• Do you want to sign up for Positive Pay now? 

Non-sales Associates

In the case of an associate who is making a referral for Take it to 10, you are trying to get the prospect to agree to meet with a banker about a need. Below are some examples of what you might say to do that.

• May I get your contact information so I can have my friend, ___________, call you?
• Can I get your name and number so I can have a Treasury Management representative call you about starting Positive Pay? 
• May I have a Treasury Management representative call you to help you find the best product for you?

Make a Referral

If you are a sales associate or non-sales associate who cannot process a Positive Pay request, but have identified someone who is interested in this service, remember to refer him or her to an associate who can help.

Making referrals at Capital City Bank is as easy as A B C! Below is an example of the ABC method to making referrals. 

Process the Sale

To sign up for this service, you will need to sign an agreement. I will have a Treasury Management representative forward you this agreement to you. Is there anything else I can help you with today?

Sales are processed in generally one of two ways:

• The associate who can sell the product follows established policies and procedures to close the sale.  
• An associate connects the person to a qualified banker using a Synapsys referral for Positive Pay to be completed by the qualified associate.
  
   

Additional Information on Sale Processing

See the Synapsys referral instructions.