When you discuss Everyday Checking accounts with clients, do the following:

1. Discuss Features and Benefits

   Access and convenience with a straightforward account:

   • $7.95 monthly service charge; may be waived by making at least 20 debit card transactions each month or maintaining a minimum daily balance of $1,500
   • E-statement or paper statement
   • No per-check charge
   • $50 opening deposit

   
   

   All of our accounts include:

   • VISA debit card
   • Online and mobile banking
   • Bill Pay service
   • Mobile Deposit

   
   Note: Debit card transactions excludes ATM transactions. Capital City Bank does not charge for the use of online/mobile banking. Fees charged by mobile service providers are the responsibility of the client. Mobile Deposit requires a Capital City Bank deposit account and is subject to approval. The client must purchase checks. 

2. Identify Opportunities

   Always be on the lookout for individuals who may need a checking account. Nowadays, almost everyone has or wants a checking account. Below are examples of prospective clients. 

   • Individuals who wish to have an account from which to write checks
   • Individuals who want 24 hour access to their account through the use of ATMs, debits cards, or online banking
   • Individuals who are new to the area
   • Young people newly employed
   • College and high school students
   • Individuals who want easy record keeping
   • Individuals who are recently married 

3. Discover Client Needs

   Before you recommend a product or service to a client, prospect, family 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 very best checking account for each prospect based on their needs, ask qualifying questions. The qualifying questions can be found in the checking account brochure or the Drill Card. The qualifying questions are asked in a specific order. Please memorize these questions and make asking them second nature.

   

   
   

   Non-sales Associates (Take it to 10)

   If you don't feel comfortable with checking account product information, 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 opening a checking account at CCB. To do this say:

   I work at Capital City Bank and we offer several checking accounts designed to meet your banking preferences, including an Everyday Checking account. Would you be interested in learning more about them with an associate of mine?

4. 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 is an example of what you might say when recommending a specific checking account after having used the qualifying questions.

   
   Based on what you have told me, I recommend our Everyday Checking account.

   
   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.  

   
   Because you are new to the area, and are looking for a place to open a checking account, I recommend Capital City Bank. I work there and I know it's a great place to bank. CCB is a stable community bank that can help you with your financial needs as they arise. For example, we have checking accounts, mortgages and other great products and services. I know a friendly banker who would be willing to help you. Her name is _______________.

5. 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 checking account objections and suggested responses.  

   
   Sales Associates

   Client objection: "I thought this was a free checking account. Why do I have to pay for checks?" 

   Feel: I understand why you may be confused that you have to pay for checks.

   Felt: Many clients get confused as well, and they ask us the very same question.

   Found: Although the account is free, the checks are not. We have found that most clients like to pay bills with the free Bill Pay feature through our Bank Online service. How does that sound?

   
   Non-sales Associates

   Client objection: "I'm not sure I want to open a checking account yet."

   Feel: I understand you may not be ready yet.

   Felt: Most people like to check out 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 our checking accounts. Would you like to give it a try?

6. Ask for the Business

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

   
   Sales Associates

   • May I open that account for you now?
   • Would you like to open the Everyday Checking account now?
   • Do you want to open the account 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 to say.

   • May I get your contact information so I can have my friend, ___________, call you?
   • Can I get your name and number so a banker can call you later about opening your checking account?
   • May I have a banker call you to help you find the best checking account for you?

7. Make a Referral

   If you are a sales associate or non-sales associate who cannot open checking accounts, but have identified someone who is interested in a checking account, 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.
   
   

   Acknowledge or Ask questions about a need.

   What do you typically look for in a financial institution?

   
   

   Bridge with a transition statement highlighting how Capital City Bank can meet that need.

   I work at Capital City Bank and we have free Online Banking that allows you to pay bills like you currently do. We also have Everyday Checking accounts and others that can meet your need.

   
   

   Connect to a Capital City Banker that can help.

   Our Personal Bankers can help you find the best account for you. Would you like for me to have one of them contact you at a time that works for you.

8. Process the Sale

   The sale is generally processed one of two ways:
    
   

   • An associate who can sell the product follows established policies and procedures to open a checking account. 
   • An associate connects the person to a qualified banker using a Synapsys referral for the checking account opening.

   
   

   Additional Information on Sale Processing

   For personal checking account procedures, see Help U.

   See the Synapsys referral instructions.