Bank Direct Automated is a telephone banking system for both personal and business clients. Clients can receive balances, hear a list of transactions, and move money 24 hours a day, 7 days a week.

Note: Internal transfers made after 10 p.m. ET are processed as of the following business day.

When you discuss the Bank Direct Automated system, do the following: 

1. 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 Bank Direct Automated service.

   
   

   Features

   • Real-time running account balance information for deposit accounts
   • Inquire on cleared checks and debit card transactions 
   • Move funds between accounts (must have separated security code for this service)
   • Free service 

   
   

   Benefits

   • Check your balance any time from any phone, 24 hours a day, 7 days a week 
   • Save time by doing some of your banking by telephone 
   • Easy access to information to manage cash flow

2. Identify Opportunities

   Always be on the lookout for individuals who may benefit from using the Bank Direct Automated service. Below are examples of prospective clients.

   • Clients who want to take more control of their cash flow
   • Individuals or organizations who want telephone banking 24/7 
   • Clients who need 24/7 access to their balances 

3. 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 product/service 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:

   • How often do you need access to your balance?
   • How difficult is it for you to make a trip to the bank during business hours?
   • Do you frequently need to make transfers between your checking and savings account?
   • How often do you review your transactions to reconcile your account?
   • What other things would you like to be able to do with your account from your home or office?
   • Do you often need to know if a check has cleared?
   • Do you need to have access to your balance when you are away from a computer? 
   • Is it important to be able to move funds between your accounts promptly?

   
   

   Some common statements you might hear from clients are:

   • "I'd like to find out whether a particular check of mine has cleared yet."
   • "I wish I didn't have to come into an office every time I need my balance."
   • "I need to make a transfer from my savings account to my checking account." 

   
   

   Non-sales Associates (Take it to 10)

   If you do not feel comfortable with the Bank Direct Automated service, 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 our Bank Direct Automated service. Would you be interested in learning more about this service 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 are examples of what you might say when recommending the Bank Direct Automated service after having used the qualifying questions.

   I believe you would benefit from using our free Bank Direct Automated service. I understand that your schedule may not permit you to go into the bank during regular banking hours. When using this system you will be able to check your balance, verify cleared or pending items, and move funds 24 hours a day, 7 days a week. Does this sound like something you may be 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 the Bank Direct Automated service. 

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 objections and suggested ways of responding.

   
   

   Sales Associates

   Client Objection: "Can't someone call in pretending to be me?"

   Feel: I understand why that is a concern.

   Felt: Many of my clients have asked the same question. 

   Found: The automated system checks your identity by verifying your account number and a 4-digit security code before releasing any information, making this a secure way to complete some of your banking. Do you have any other questions/concerns about using this free service? 

   
   

   Non-sales Associates

   Client Objection: "I'm not sure I understand electronic banking."

   Feel: I understand you may not feel up to speed.

   Felt: A lot of people have had those same concerns with electronic banking.

   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 Bank Direct Automated service with no strings attached. Would you like me to have them give you a call?

6. 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 set you up with a security PIN for the automated service? 
   • Would you like to use our Bank Direct Automated service? 
   • Do you want to start banking by phone? 

   
   

   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 Personal Banker call you about starting your Bank Direct Automated service? 
   • May I have a Personal Banker call you to help you find the best product for you?

    

7. Make a Referral

   If you are a sales associate or non-sales associate who cannot process a Bank Direct Automated service 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. 

   
   

   Acknowledge or Ask questions about a need.

   How do you like to conduct your banking?

   
   

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

   I work at Capital City Bank and we have great products to help meet your financial needs. 

   
   

   Connect to a Capital City Banker that can help.

   Our Personal Bankers can help you find the best product/service for your needs. Would you like for me to have a banker contact you at a time that works for you?

8. Process the Sale

   To sign up for this service, you will need to speak with a Personal Banker. 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 the Bank Direct Automated service. The qualified associate then completes this access.
     
     

   Additional Information on Sale Processing

   See the Synapsys referral instructions.