Discuss Features and Benefits

The features and benefits listed below are just some of the great perks available with the credit cards currently being offered. For a complete list of benefits, click on the appropriate link below, or log in to Elan for a list of all available credit cards and current promotions.

• Consumer Credit Cards Product Guide
• College and Secured Sell Sheet

Features

• Secured and unsecured cards available
• Revolving line of credit
• No waiting period required for approvals
• Cash advances available on most cards
• Access your credit funds by using the card for POS purchases, cash advances, ATMs, or credit card checks
• Includes a monthly statement containing a description of the purchases made that month

Benefits

• Card can be used for any purpose - no restrictions
• Obtain greater control over your use of credit
• Convenience
• Security - It is safer than carrying cash
• Pay off the entire balance, make the minimum payment owed, or pay any amount in between
• Some cards offer rewards with purchases to receive free gifts, money, or gift cards

Identify Opportunities

Always be on the lookout for clients who may benefit from a credit card. Below are examples of prospective clients.

• Clients looking to make home improvements
• Clients who overdraft their accounts
• Clients wanting to take a vacation
• Clients who have small lending needs
• Someone who has a re-occurring expense
• Clients who want the ability to draw funds as needed and pay a monthly bill for it
• Clients looking to build or rebuild credit (Secured)
• College students looking to build their financial independence
• Clients who want to earn bonus points on every purchase
• Want the convenience of a VISA without an annual fee

Discover Client Needs

Before you recommend a product or service to a client, prospect, family 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 best credit product for each prospect based on his or her needs, you need to ask qualifying questions. The qualifying questions are as follows:

• What are some ways you see your financial situation changing?
• Do you anticipate having any borrowing needs in the future?
• What do you plan on using the borrowed funds for?
• How much money do you anticipate needing?
• When do you anticipate needing the funds?
• What type of loan products are you interested in?
• Do you currently have any lending needs?

Here are some common statements you may hear from clients:

• "I got a full ride scholarship to college, but the books are very expensive."
• "When I came out to my car this morning, 2 of my tires were flat! Those are $100.00 each, and I don't have the cash right now to fix them."
• "I have gotten fraud on my account 3 times now! Each time the person has taken my debit card number and started doing charges in Europe!"
• "My daughter is turning 17 in 6 months, so I need to start saving to get her something nice."

Non-sales Associates

If you don't feel comfortable with credit product information, but are working towards your Take it to 10 goals, don't focus on a specific product. Instead, ask if the client is interested in applying for a credit product at CCB. To do this you might say:

I work at Capital City Bank and we offer credit products designed to meet your banking preferences, including credit cards. 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 start making recommendations that align with their goals or likes and dislikes.

Sales Associates

Below are examples of what you might say when recommending a credit card after having used the qualifying questions.

Ms. Ellis, I know sometimes money is a little tight. I recommend having a credit card for any emergency situations. You would receive a monthly statement that you can pay off in payments. You have 3 options of paying the balance. You can either pay just the minimum payment, pay the balance in full, or pay any amount in-between - whatever you could afford at that time. This way, next time you had to buy groceries, and you were not getting paid for another week, you can still have food on the table. Would you like to start the application?

Non-sales Associates

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 you find the right credit card for you.

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 checking account objections and suggested ways of responding.

Sales Associates

Client Objection: "I have bad credit." 

Feel: I understand that you feel you might have bad credit. 

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

Found: Our Secured VISA card sounds like it it just for you. This card is specifically for people who want to either build their credit, or establish good credit. As long as you pay on time each month, it can only help you. It wouldn't be a bad idea to apply for the card, and get on track to a healthy credit file. Do you have any questions regarding our secured credit card?

Non-Sales Associates

Client Objection: "I'm not sure I want to open a credit card just 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 credit cards with no strings attached. Would you like to give it a try?

Ask for the Business

If you don't 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 what we say to move the sale forward. Below are some examples of what you might say to ask for the business.

Sales Associates

• May I start your VISA Rewards card application?
• Would you like to start the VISA Platinum application now?
• Do you want to apply for the secured credit card today?
• Are you ready to start the VISA College Rewards application? 

Non-sales Associates

If you are 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 banker call you about completing your credit card application? 
• May I have a banker call you to help you find the best credit product for you?

Make a Referral

If you are a sales associate or non-sales associate who cannot process credit card applications, but have identified someone who is interested in a credit card, 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

• 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 credit card. The qualified associate completes the credit card application.
  
   

Additional Information on Sale Processing

See the Synapsys referral instructions.