Discuss Features and Benefits

In order to feel comfortable selling products or services or even referring individuals to Capital City Wealth: Investment Services or Capital City Wealth: Trust Services , it helps to know what the product or service is (feature) and how it helps individuals (benefits). Below are the features and benefits of Capital City Wealth: Investment Services and Capital City Wealth: Trust Services.

Features

• A professionally-trained Investment Executive or Business Development Officer available to you and your family
• Access to full service brokerage
• Long term or short-term investments, or a combination
• Fees are based on client's asset value (trust)

Benefits

• Reach your financial goals
• Convenience, flexibility, and timeliness of investments
• Build a portfolio that is designed to meet your financial needs
• Counsel is unbiased and based on the client's specific needs and expectations

Identify Opportunities

Always be on the lookout for businesses who may benefit from Capital City Wealth: Investment Services/Capital City Wealth: Trust Services. Below are examples of prospective clients. 

• Clients wanting to help themselves, their spouses, or their employees save money for retirement
• Clients wanting to save money for a child's education
• Clients wanting to defer taxes on investment income
• Individuals needing asset management for $500,000 or more with a one-on-one relationship (Trust)
• Individuals interested in long-term care
• Clients considering estate planning
• Individual wanting to secure a disabled child's future
• Someone who is recently widowed
• Client who recently sold his or her business
• High-value real estate investors
• Couple going through a divorce
• Personal representatives or trustees
• Owners of safe deposit boxes claiming they have too much paperwork to keep up with (for example: life insurance, securities, investments)
• Individuals who manage investments for a charity
• Individuals who want to avoid probate
• Client who recently came into a large amount of money with no money management experience
• Someone who has concerns about an elderly parent(s)

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 Capital City Wealth: Investment Services 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:

• Are you having trouble saving money for your own needs in the future?
• How are you saving for the future now?
• What sort of monthly expenses do you have?
• Do you think you could find a small amount to put aside on a monthly basis toward your future needs?
• Taxes take a big bite out of your income. Are you aware of investment options that actually let you save on your taxes?
• How important is it to you to control your own life as you get older?

Common questions and statements you may hear from clients:

• "My children will have to take care of me when I'm older."
• "We're expecting our second child in June."
• "I only own a small business. I can't provide benefits like the big corporations."

Non-sales Associate (Take it to 10)

If you do not feel comfortable with the Capital City Wealth: Investment Services products, but are working towards your Take it to 10 goals, don't focus on a specific product. Instead, ask if the prospect is interested in the services provided at Capital City Bank (CCB). To do this you might say:

I work at Capital City Bank and we offer several products designed to meet your business banking needs, including IRA's. Would you be interested in learning more about this service with an associate of mine?

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 ACH Fraud Control service after having used the qualifying questions.

Based on the information you shared, I think you may want to consider speaking with our Investment Executive ________ or Trust Officer ___________. The most important thing you gain is peace of mind that you'll be able to provide for yourself and your family in the future. May I set an appointment with a CCI/Trust representative 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 that you consider Capital City Investments/Trust department. I work at Capital City Bank and I know it's a great place to bank. CCI/Trust can help you with your investment 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 _______________.

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: "I already have a retirement plan."

Feel: That's great that you already have a plan.  

Felt: Many clients have not yet thought about their retirement.   

Found: It sounds like you are on your way to a sound financial future. How about taxes? Are you paying too much in taxes? Through a financial check up you could possibly find ways to reduce the amount you are paying in taxes. 

Non-sales Associates

Client Objection: "I don't have time."

Feel: I understand that you are pressed for time.  

Felt: Our representative is very flexible and would be willing to accommodate your schedule. He/she could even arrange to come to you if that is more convenient. 

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 Capital City Investment representatives who can tell you more about their services 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

• Would you like for me to set up that appointment for you?
• May I forward your contact information to our Investment Executive/Trust officer?
• _______ will be here on Wednesday, should I tell him/her you would like to sit and talk with them?

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 Capital City Bank Investments Executive/Trust Officer call you about planning for your future?  
• May I have a Capital City Bank Investments Executive/Trust Officer call you to help you find the best product for you?

Make a Referral

If you are a sales associate or non-sales associate who cannot process an ACH Fraud Control 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. 

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 Capital City Bank Wealth: Investment Services/Capital City Bank Wealth: Trust Services Officer using a Synapsys referral for the investment product.
  
   

Additional Information on Sale Processing

See the Synapsys referral instructions.