Online Banking for Treasury Management provides all the functionality of the basic Online Banking service plus enhanced features including:

• Multiple users
• Restrictive user permissions
• ACH Origination (direct deposit and collections)
• Wire transfers
• Stop payments
• BAI reporting
• Positive Pay

Bottom Line

• Clients with 19 or fewer ACH payments per month and $20,000 or less in daily payments = Growing Business Payroll unless they want wire ability
• Clients with 20-50 ACH payments and $25,000 or less in daily payments = Growing Business 50
• Clients with 51+ ACH payments and/or daily payments of $25,000+ = Treasury Management commercial pricing

When you discuss Online Banking for Treasury Management, do the following:

1. Discuss Features and Benefits

   Features

   • View account balances, transaction history, and bank statements
   • View images of paid and deposited items
   • Export transactions for reconciliation
   • Have multiple users
   • Originate ACH transactions
   • Initiate stop payments

   
   

   Benefits

   • Convenient - never have to go in the office
   • Save money on copies of items
   • Simplifies the amount of work needed for tax time
   • Capability of limiting the usage of each user of the service
   • Send direct deposits for your employees or collect on outstanding debts from customers
   • Save money per each item stopped, and complete it in the luxury of your home or office

2. Identify Opportunities

   Always be on the lookout for businesses who may benefit from the Online Banking for Treasury Management service. Below are examples of prospective clients.

   • Businesses which are thinking about not accepting checks
   • Clients who have difficulty collecting debts from customers
   • Business clients who want to offer direct deposit for their employees
   • Businesses who frequently drive to the bank multiple times to place stop payments or initiate wire transfers
   • Business clients who would like to authorize multiple people on the same Online Banking service

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:

   • Do you currently bank online?
   • What features of bank online are you currently using at your bank?
   • How often do you call the bank to request a stop payment or initiate a wire transfer?
   • Would you like to reduce the fees you pay each time you request a stop payment or wire transfer?
   • How do you currently pay bills?
   • Would you like to be able to pay bills online?
   • Do you currently accept electronic payments from your customers?
   • Would accepting electronic payments by debiting your customers account benefit your business?
   • Would being able to view paid and deposited items be useful to you?
   • Would being able to download your transactions into Quicken, QuickBooks, Microsoft Money, or Excel help speed up your reconciliation process?

   
   

   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 we can get the funds in our account quicker?"
   • "Sometimes I wish I didn't accept checks. I've seen too many bounced checks recently."
   • "I can't afford to pay $35.00 for each stop payment, I stop at least 3 items per month."
   • "I need to be able to make payments faster! Mailing them just isn't cutting it."
   • "Can you transfer $16,000 from my overdraft account to the business checking account? I need the money in there to cover the payroll."
   • "I need help cancelling a check that's been mailed. I accidentally mailed the wrong check to one of my suppliers, so I need to prevent it from being cashed."
   • "My employees do not like going to the bank to cash their checks because every Friday you are busy."

   
   

   

   Non-sales Associates (Take it to 10)

   If you do not feel comfortable with the Online Banking for Treasury Management 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 Treasury Management Online Banking. 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 Online Banking for Treasury Management service after having used the qualifying questions.

   I really think you would love to take advantage of our Online Banking service. Most clients I work with love this service because it keeps them from having to continuously run to the bank to complete stop payments, make wire transfers, or receive account information. If you sign up for this service, it will put your mind at ease and reduce the headaches involved when you can not do it yourself. What questions do you have about this service?

   
   

   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 that you consider 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 business needs. I am not familiar with all of the options, but I can certainly connect you with a friendly banker who would be willing to help. His/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 objections and suggested ways of responding.

   
   

   Sales Associates

   Client Objection: "Why would I pay a monthly fee for that service, if I can just go to the bank and do it as needed?"

   Feel: Many clients have thought the same thing.

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

   Found: When you travel to the bank every time you need a balance, transaction history, statement, stop payment, wire transfer, etc costs money for gas, and time waiting for the next available associate. By utilizing this service, you actually save money on gas and payroll for the associate to obtain that information. Also, by placing a stop payment in the office or over the phone with an associate it costs $35.00 per item, where as on our Online Banking service, it is only $15.00 per item. How do you feel about those savings?

   
   

   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 Treasury Management representatives who can tell you more about our Online Banking for Treasury Management service with no strings attached. Would you like to give it a try?

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 Online Banking for Treasury Management service application for you now?  
   • Do you want to sign up for Online Banking for Treasury Management now?
   • Would you like to enroll in Online Banking for Treasury Management 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 Online Banking for Treasury Management 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 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.

   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 application. I will have a Treasury Management representative forward 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 Online Banking for Treasury Management service to be completed by the qualified associate.
     
     

   Additional Information on Sale Processing

   See the Synapsys referral instructions.