CD Imaging for Paid Items

Provides the client with a CD-ROM disc containing images of all cleared checks and deposit tickets. The images provided are excellent quality and contain both the front and back of the item. The CD-ROM contains a browser program to search for items.

CD Imaging for Deposited Items

In addition to CD imaging for paid items, Capital City Bank can also provide our clients with a CD-ROM disc containing images of all deposited items. The CD provides images of the front and back of items, along with a search engine to facilitate finding a specific item.

When you discuss CD imaging, 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 CD Imaging.

   Features

   • Search by date, check numbers, amount, or account
   • Front and back of images included
   • Images can be viewed, sorted, printed, or emailed
   • Separate CDs for paid and deposited items

   
   

   Benefits

   • Simplified item searches
   • Eliminate photocopies
   • Item storage
   • Disaster recovery

2. Identify Opportunities

   Always be on the lookout for individuals who may benefit from CD Imaging. Below are examples of prospective clients.

   • Business which frequently request copies of canceled checks or deposited items
   • Clients who find it difficult to find their copies of canceled checks or deposited items
   • Business clients who would like to simplify and organize the storage of cancelled checks and/or deposited items
   • Clients who would like to save time and money by eliminating the need to search through bank statements for specific cancelled checks or deposited items
   • Business clients who mention it being difficult to store statements and images in large filing cabinets

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 very Treasury Management product for each prospect based on his or her needs, ask qualifying questions and listen to verbal clues. Below are examples of qualifying questions and clues:

   • How often do you need to access copies of canceled checks or deposited items?
   • How difficult is it for you to find copies of canceled checks or deposited items when you need to?
   • Do you want to simplify and organize the storage of canceled checks and/or deposited items?
   • Do you want to save time and money by eliminating the need to search through bank statements for specific canceled checks or deposited items?

   
   

   Some common questions you may hear from clients are:

   • "We have an audit coming up. Can you give me a copy of all checks that have cleared the account over the last year?"
   • "I like to keep copies of checks we have written. Can you help me access these?"
   • "Can you tell me who the check in the amount of $1200.00 was made payable to?"
   • "I need a copy of this check to prove I made this payment."
   • "I have so many check copies to keep track of that I am going to need another filing cabinet."

   
   

   Non-sales Associates (Take it to 10)

   If you do not feel comfortable with the CD Imaging 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 CD Imaging 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 CD Imaging after having used the qualifying questions.

   Based on the information you shared, I think you may want to consider signing up for our CD-ROM Check Imaging service. It definitely makes it easier to locate specific items and help streamline your filing system. 

    

   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. 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 for this when I can access that information through my Online Banking service?"

   Feel: I realize that you can access some information through your Online Banking service. 

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

   Found: Our Online Banking service allows you to view only paid items up to 120 days. It does not allow you to view deposited items. Our CD Imaging service provides you with a longer history of your account and, of course, you also receive your bank statements. In addition, the search capability makes it faster and easier to find the information you are looking for. How does that sound? 

   
   

   Non-sales Associates

   Client Objection: "I'm not sure I want to spend that type of money yet."

   Feel: Many clients have had that same question.

   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 CD Imaging 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 CD Imaging agreement for you now?  
   • Would you like to enroll in CD Imaging now?
   • Do you want to sign up for CD Imaging 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 CD Imaging 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 CD Imaging 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 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 sign an agreement. 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 Treasury Management representative banker using a Synapsys referral for the CD Imaging service. The qualified associate then completes this access.
     
     

   Additional Information on Sale Processing

   See the Synapsys referral instructions.