Discuss Features and Benefits

Features

• No monthly fee if average monthly collected balance $5,000 or more; $12 monthly otherwise 
• Minimum average monthly collected balance of $5,000
• $50 opening deposit
• 500 free items per month, including checks paid, checks deposited, and ACH debits and credits. Items over 500 per month receive a charge of $.025 each.
• $10,000 free coin and currency transacted per month; $1.50 per $1,000 in excess
• Free business debit card
• Free access to Online Banking with bill payment
• Free access to Capital City Bank Direct automated information line, 24 hours a day, 7 days a week
• Free return of imaged checks with either Free e-statement or paper statement

Benefits

• Convenient access to funds
• Convenient account management
• Convenient access to account information

Identify Opportunities

Always be on the lookout for individuals who may benefit from Premium Business Checking accounts. Below are examples of prospective clients.

• A newly-opened business
• Small business clients with low transactions
• Individuals who are self-employed
• Business clients who prefer to earn no interest rather than pay checking or service charges
• Business clients who keep higher collected balances in their account(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 best checking account for each prospect based on his or her needs, you need to ask qualifying questions. See the checking account brochure or the Drill card. The qualifying questions are asked in a specific order. 

Non-sales Associates (Take it to 10)

If you do not feel comfortable with checking account product information, 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 Premium Business Checking accounts. Would you be interested in learning more about them 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 a specific checking account after having used the qualifying questions.

Based on what you have told me, I recommend our Premium Business Checking account. It is a great checking account that offers free e-statements. With this account, you get 500 free items per month including the checks deposited and paid, and ACH credits and debits per month. You only have to keep an average collected balance of $5,000 or more to avoid the $12 per month service charge, and from what you explained to me, it sounds like your account will have no trouble with that at all. How does this account sound?

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.

Because you are new to the area, and are looking for a place to open a checking account, I recommend 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 financial needs as they arise. For example, we have checking accounts, mortgages and other great products and services. I know a friendly banker who would be willing to help you. 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: "Why should I get this account if you offer a free business checking account?"

Feel: I understand why you feel this way.  

Felt: Some other clients feel the same way and they ask us the very same question.   

Found: Most of the clients have found that if they are on the border of 250 items per month, and they keep a larger balance, the Premium Business Checking actually costs less. If we were to put you in the Everyday Checking for Business account and you had 100 items more than the 250, it would cost you $25.00 which is more than the $12 fee for the balance. Do you think this account will work for you?

Non-sales Associates

Client Objection: "I'm not sure I want to open a checking account yet." 

Feel: I understand you may not be ready yet. 

Felt: Most people like to check out 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 business checking accounts. Would you like me to have them give you a call?

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 open that account for you now? 
• Most clients in your situation use a Premium Business Checking account and are very satisfied. Shall I go ahead now and set it up for you? 
• If you have a moment, I would be happy to get this account started for you today.

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 opening your checking account? 
• May I have a Personal Banker call you to help you find the best checking account for you?

Make a Referral

If you are a sales associate or non-sales associate who cannot open a checking account, but have identified someone who is interested in a checking account, 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 banker using a Synapsys referral for checking account opening.
  
   

Additional Information on Sale Processing

See the Synapsys referral instructions.