Full or partial reconciliation services are available and both generally assist the high-check-volume client with reconcilement of their account(s). This service works by having the client provide the Bank with an electronic data file of issued checks. In return, we provide the client with a variety of reports including outstanding items, stale-dated items, non-issue items, and so on. These reports are typically provided on a monthly basis but may be provided weekly or even daily.

When you discuss Reconciliation services, 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 Reconciliation services.

   
   

   Features

   • Clients can have one account for multiple business locations, with identification of deposits by specific business locations
   • For clients who issue a large volume of checks but do not have the resources to perform regular account reconciliation
   • Full or partial reconciliation services available
   • Full reconciliation reduces fraud risk on your accounts by matching paid items with issued items

   Benefits

   • Helps manage cash flow by concentrating funds in one account
   • Saves money by eliminating the need to maintain separate accounts for multiple business locations
   • Saves time by allowing you to view information for multiple locations in one place
   • Reduces the hassle and expense of check fraud

2. Identify Opportunities

   Always be on the lookout for individuals who may benefit from using Reconciliation services. Below are examples of prospective clients.

   • Businesses that have difficulty balancing statements
   • Business clients who issue a large volume of checks per week/month
   • Businesses that do not have a bookkeeper to balance issued checks
   • Businesses that frequently complete research to verify which checks are still outstanding

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:

   • How many business locations do you currently have?
   • How many checking accounts do you currently have? In other words, do you have one account for each location or do you have one account for all locations?
   • Does your business typically utilize a variety of banks?
   • How do you identify which deposits are coming from each location?
   • Would your business benefit from knowing which location made a specific deposit?
   • Would you be interested in having one account for all locations, but still have the ability to identify which location deposits are coming from?
   • Would you be interested in an easy way of reconciling large volumes of checks?
   • Would you be interested in reducing the time and expense taken in reconciling accounts?
   • Does your system call for standardized bank account information from various banks and business locations?

   
   

   Some common statements you might hear from clients are:

   • "It's hard to keep up with all the different accounts we have for our seven stores. I need to find an easier way of keeping up with what is coming from where."
   • "Can you tell me if the credit card batch has posted for this account?" "What about the other account?"
   • "I'm getting ready to open up another store."
   • "We process a lot of checks and I was wondering if you could help. It takes so long for us to reconcile our accounts that it is a job in and of itself."
   • "Is there any way you can provide me with a list of all checks that have cleared our account over the last quarter?"
   • "Is there any way you could tell me what checks have not cleared yet?"ke to be able to make check deposits up to 6 pm ET instead of 5 pm ET?

   
   

   Non-sales Associates (Take it to 10)

   If you do not feel comfortable with Reconciliation services, 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 Reconciliation services. Would you be interested in learning more about them 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 Reconciliation services after having used the qualifying questions.

   I really think you would love to take advantage of a service we offer called Account Reconciliation. Most clients I work with love this service because it keeps them from having to do the hard work of figuring out which transaction went with each company. Another great aspect is with this service, you will not have to drive from bank to bank, instead you can use one bank and one bank account. 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 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 with Reconciliation services.

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: "That service costs too much. I can just do it myself."

   Feel: You're right that you could do it yourself. 

   Felt: Many of my clients have felt the same way. 

   Found: Balancing or reconciling multiple statements can take a long time and cause a lot of headaches. When you consider how much time it takes to balance, how much you pay the person who reconciles, and the possibility of not having to hire an extra person for bookkeeping, chances are that you will save more than the monthly charge. Would you say that your time is worth more than a monthly fee?

   
   

   Non-sales Associates

   Client Objection: "I'm not sure I want to spend any 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 bankers who can tell you more about our Reconciliation services 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 Reconciliation service for you now?  
   • Do you want to sign up for the Reconciliation service 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 Reconciliation 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 Reconciliation 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 agreement. I will have a Treasury Management representative forward the 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  Reconciliation service to be completed by the qualified associate.
     
     

   Additional Information on Sale Processing

   See the Synapsys referral instructions.