With this service, clients instruct their customers to mail payments to a Capital City Bank Post Office Box. These payments are sorted, imaged, and deposited into the client's Capital City Bank account. Various reporting options are available.

For questions concerning a currently rented lockbox please contact Electronic Services by phone or email.

When you discuss the Lockbox service, 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 Lockbox service.

   
   

   Features

   • Speeds availability of your funds
   • Efficient check remittance processing
   • Fast and accurate information transmission

   
   

   Benefits

   • Accelerates your receivables cycle to obtain quicker access to funds
   • Enables receivables to be sent to Capital City Bank for fast processing
   • Eliminates the time and expense of handling checks for deposit

2. Identify Opportunities

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

   • Businesses looking for a quicker way to deposit items
   • Companies which receive thousands of checks per month
   • Business clients who spend numerous hours each month preparing checks for deposit
   • Businesses that are located several miles away, and find it difficult to make frequent trips to the bank

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 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:

   • How do you currently make deposits (if client is opening a new account)?
   • How many checks do you receive each month?
   • How often do you deposit checks?
   • Would being able to deposit your checks without coming to the bank be beneficial for your business?
   • Would you be interested in a service that processes large amounts of checks your business received through mail?

   
   

   Some common statements you might hear from clients are:

   • "Is there a faster way for us to deposit all of the checks we receive so that we can get the funds in our account quicker?"
   • "We receive hundreds of checks each month. Is there a faster way to get them all processed?"
   • "I recently lost a key employee who is responsible for accepting payments and making sure they get deposited into your accounts. I hope we can find a replacement soon, because we need to get that money deposited ASAP."  

   
   

   Non-sales Associates (Take it to 10)

   If you do not feel comfortable with the Lockbox 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 Lockbox 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 Lockbox service after having used the qualifying questions.

   Based on the information you shared, you may want to consider signing up for our Lockbox service. It definitely makes it easier to make deposits when you receive thousands of checks per month. Lockbox also makes your funds available sooner compared to not using this service. May I get this service started for you?

   
   

   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 Lockbox 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: "Why would I pay for this when I can make my own deposits?"

   Feel: I understand you can make your own deposits when you come to the bank. 

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

   Found: Our Lockbox service accepts your deposits for you by having your customers send the checks to one of our post office boxes. The boxes will be checked daily, therefore your deposits will be made daily. This service will end up saving your company money because it will save time your employees spend calculating the payments, driving to the bank, and reconciling the deposits. How does that sound? 

   
   

   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 our Lockbox service with no strings attached. Would you like me to have one of 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 start the Lockbox service agreement for you now?  
   • Do you want to sign up for the Lockbox service 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 your Lockbox service? 
   • May I have a Treasury Management representative 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 Lockbox 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.

   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 great products to help meet your financial needs. 

   
   

   Connect to a Capital City Banker that can help.

   Our Treasury Management representatives 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 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 the Lockbox service to be completed by the qualified associate.
     
     

   Additional Information on Sale Processing

   See the Synapsys referral instructions.