Discuss Features and Benefits

In order to feel comfortable selling products or services or even referring individuals to Capital City Bank (CCB), it helps to know what the product or service is (feature) and how it helps individuals (benefits). Below are some of the features and benefits of business credit cards.

For a complete list see the Business Credit Cards Product Guide, or log in to Elan for a list of all available credit cards and current promotions.

Features

• Revolving line of credit
• No waiting period required for approvals
• VISA Business Reporting helping you to manage your cash flow more efficiently and make more informed decisions about your expenses.
• Pay bills quick and easily online
• Free employee cards
• 24/7 account access and support
• Safer than carrying cash

Benefits

• Card can be used for any purpose - no restrictions
• Obtain greater control over employees' use of credit
• Convenience
• Pay off the entire balance, make the minimum payment owed, or pay any amount in between
• Some cards offer rewards with purchases to receive free gifts, money, or gift cards
• Employee misuse protections for terminated employee(s) misuse up to $100,000
• Extended warranty and purchase protection
• Zero liability/fraud protection (some restrictions apply)

Identify Opportunities

Always be on the lookout for clients who may benefit from a business credit card. Below are examples of prospective clients. 

• Business clients filling out a loan application
• Business clients opening a new account
• Any profit/non-profit company 

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 best loan product for each prospect based on his or her needs, ask some discovery questions. Some examples include:

• Do you anticipate having any borrowing needs in the future?
• What do you plan on using the borrowed funds for?
• How much money do you anticipate needing?
• When do you anticipate needing the funds?
• What type of loan products are you interested in?
• Do you currently have any lending needs?

Some common statements from clients you may hear are:

• "I need to be able to make business purchases on credit."
• "When I came out to my truck morning, 2 of my tires were flat! Those are $100.00 each, and I don't have the cash right now to fix them."
• "I have gotten fraud on my account 3 times now! Each time the person has taken my debit card number and started doing charges in Europe!"
• "I need help keeping track of my taxes and financial records."
• "Our sales representative, David, travels about 3 months out of the year trying to earn business."

Non-sales Associates (Take it to 10)

If you do not feel comfortable discussing credit 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 the services provided at CCB. To do this you might say:

I work at Capital City Bank and we offer credit products designed to meet your banking preferences, including business credit cards. Would you be interested in speaking with a banker to see if we might be able to help? 

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 a specific checking account after having used the qualifying questions.

Ms. Sanderson, I know with owning your own business, sometimes money is a little tight. I recommend having a credit card for any emergency situations. A consolidated company statement will give you more control over expenses which leads to savings and ultimately improving your bottom line. You have 3 options of paying the balance. You can either pay just the minimum payment, pay the balance in full, or pay any amount in-between - whatever you could afford at that time. This way, next time you have an emergency, you will not be in a bind. Would you like to start the application?

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 who would be willing to help you find the right credit card for you.

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 business credit card objections and suggested ways of responding.

Sales Associates

Client Objection: "I am just a sole proprietor. I use my personal card for business."

Feel: I understand that you like the simplicity of having just one card.

Felt: Many of my sole-proprietor clients have felt the same way. 

Found: Having a separate card for business and personal helps with tax filing, improves visibility, and reduces your personal risk. As long as the account is in good standing, business credit card information is not reported to personal credit bureaus. Another added bonus is our business credit cards offer some amazing rewards that can be used for work or play. Would you like to give it a try and start the application now?

Non-sales Associates

Client Objection: "I have bad credit."

Feel: I understand that you feel that you have bad credit.

Felt: Many of our clients have felt the same way before they applied.

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 credit cards with no strings attached. Would you like to give it a try?

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 your VISA business card application?
• Would you like to start the application now?
• Do you want to apply for the Business Travel Rewards card today?
• commercial real estate loan application today?
• Great! Let's get your application started.

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.

• I would be happy to connect you with a banker who can help you. What is your name and number? 
• Can I get your contact information so that I can have my friend, ____________, call you?
• Can I get your name and number so I can have a banker call you about completing your business credit card application?  

Make a Referral

If you are a sales associate or non-sales associate who cannot process a business credit card application, but have identified someone who is interested in a business credit card, 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

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 business credit card application to be completed by the qualified associate.
  
   

Additional Information on Sale Processing

See the Synapsys referral instructions.