Mobile Banking allows businesses or individuals to manage their banking at any time of the day or week using their cell phone. With this service, clients are able to:

• View transactions
• Check account balances
• Pay bills
• Move money between CCB accounts 
• Make CCB loan payments
• Find Capital City Bank locations

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

When you discuss Mobile Banking, 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 Online Banking.

   
   

   Features

   • Real-time transaction history available for CDs, loans, IRAs Checking, Savings, Money Market accounts, Savings Club, Student Checking, and so on
   • Real-time running account balance information
   • Alert options available to help you keep track of your account activity
   • Bill Payment service
   • Automatic transfers between accounts
   • Find locations

   
   

   Benefits

   • Free, convenient access to your account information for paying bills, transfer funds, and so on 24 hours a day 7 days a week
   • Easy access to information to manage cash flow
   • Never miss an important transaction again
   • No more late payments
   • Reduce the expense of writing checks

2. Identify Opportunities

   Always be on the lookout for individuals or businesses who may benefit from Mobile Banking. Below are examples of prospective clients.

   • Clients who want to save time and money banking
   • Clients who want to take more control of their cash flow
   • Clients who are constantly on the go 
   • Clients who are not able to visit an office during normal banking hours
   • Clients who have a smartphone and use Online Banking

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 these funds?
   • 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?
   •  Is it important for you to be able to transfer funds between your accounts promptly?
   • How do you usually pay bills?
   • How do you manage your savings and checking accounts?
   • How often do you write checks?
   • Do you have a computer with internet access?
   • Do you have a smartphone?

   
   

   Some common statements you might hear from clients are:

   • "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 to my checking account."
   • "I do not feel safe carrying cash to pay my bills."
   • "I work from home, so coming to the bank is sometimes difficult."
   • "Do you have more frequent statements? I need to stay on top of my account balances."
   • "This bill is late again. I wish there was a more reliable way to manage my payments."
   • "Is there some way you could let me know when a check is cashed on my account?"

   
   

   Non-sales Associates (Take it to 10)

   If you do not feel comfortable with Mobile Banking, 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 free Mobile Banking 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 Mobile Banking service after having used the qualifying questions.

   Mrs. Piper, It sounds like Mobile Banking is really what you need. With our Mobile Banking service, you have access to your account 24/7. Also, with this free service, you can check your balance, verify your transaction history, move money between accounts, and even pay your bills. 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 set up your free Mobile Banking 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 Mobile Banking service objections and suggested ways of responding.

   
   

   Sales Associates

   Client Objection: "What if I lose my phone? I do not want anyone to get into my account."

   Feel: I understand why you feel that way..

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

   Found: Our mobile app does not store your user ID or password. If you do happen to lose your phone, the only way someone will be able to sign into your Mobile Banking is if they know your login information. As long as you keep your information secure, you should not have any issues with someone logging in from your mobile device. Does that help you feel better 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 Mobile Banking 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 go ahead and get your Mobile Banking Banking service started?
   • Would you like to sign up for Mobile Banking now?
   • Great! It will take just a moment to get you started with Mobile Banking.

   
   

   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 signing up for Mobile Banking?
   • 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 Mobile Banking request, but have identified someone who is interested in Mobile Banking, 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 and services to help with your banking 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 Mobile Banking access. The qualified associate completes the Mobile Banking access.
     
     

   Additional Information on Sale Processing

   See the Synapsys referral instructions.