CCB debit cards can be used at millions of merchants worldwide who accept VISA cards. These cards can be used as a credit or debit cards. If used as a credit card, the client must sign a receipt; if used as a debit card, the client must use a previously selected 4-digit PIN (Personal Identification Number). When used as a debit card, these cards automatically deduct the amount of the authorized transaction.

If the client has multiple accounts, each can be added to one card. Up to 10 checking accounts and 10 savings accounts can be added to one card. The first checking account chosen for the card is used as the primary account from which funds are drawn.  

Transfers made after 10 a.m. ET are processed the following business day.

When you discuss debit cards, 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 the debit card.

   
   

   Features

   • Pay cash - with the convenience of a card
   • When you use your debit card for Point-of-Sale (POS) or merchant purchases, the amount of the purchase will be automatically deducted from your primary checking account balance.
   • Works like an ATM card to get cash or check balances instantly, transfer funds, and make deposits at any Capital City Bank ATM
   • 24-hour access to available funds in account

   
   

   Benefits

   • Free, convenient way to pay for store purchases directly from a checking account
   • Flexibility - offers both pin and non-pin transaction capabilities
   • Doubles as an ATM card - minimizes the amount of cards necessary to carry
   • Save money - no credit card bill to pay, no interest charges applied
   • Easy access to your money, without the need to carry cash

2. Identify Opportunities

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

   • Individuals who want to carry less cash
   • Clients wanting to write fewer checks
   • Clients who want to reduce their credit card balance by paying directly from an account
   • Clients who travel frequently
   • Clients who purchase items online or by phone
   • Clients who do not want to pay for checks/counter-check fees

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 product/service 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 often do you need to access your balance?
   • How difficult is it for you to make a trip to the bank during business hours?
   • Do you frequently need to move money between your checking and savings accounts?
   • Tell me about how you manage your money.
   • What other things would you like to be able to do with your account from your home or office?
   • Do you need to have access to your balance when out in public?
   • Is it important to be able to transfer funds between your accounts promptly?
   • Would you like to stop carrying cash?
   • How do you usually pay for purchases?
   • How do you manage your savings and checking accounts?
   • How often do you write checks?
   • Do you usually try to pay your credit card bill in full, or just the minimum payment?

   
   

   Some common statements you might hear from clients are:

   • "I'd like to stop having to cash all of my checks but no one takes checks anymore."
   • "I wish I didn't have to come into a office every time I need my balance."
   • "I need to make a transfer from my savings to my checking."
   • "I do not feel safe carrying cash."
   • "I depend on my credit card, but that late fee is a killer."
   • "I always pay my credit card bill in full from my account."

   
   

   Non-sales Associates (Take it to 10)

   If you do not feel comfortable with the debit card, 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 debit cards. 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 a debit card after having used the qualifying questions.

   I believe you would benefit from a debit card. Paying directly from your checking account means you can always cover the amount. You also avoid overusing your credit card which can save you money in interest payments. Does this sound like something you may be interested in?

   
   

   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 order a debit card.

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 debit card objections and suggested ways of responding.

   
   

   Sales Associates

   Client Objection: "I don't know. What if my card is lost/stolen?"

   Feel: I understand why that may be a concern.

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

   Found: Because the debit card has a VISA logo, you are protected against fraudulent transactions. We have a 24-hour lost/stolen card hotline, and 24-hour access to Online Banking to cancel your card any time of the day/night. Do you have any other questions/concerns about ordering a debit card?

   
   

   Non-sales Associates

   Client Objection: "I'm not sure I understand electronic banking."

   Feel: I understand you may not feel up to speed.

   Felt: A lot of people have had those same concerns with electronic banking.

   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 debit cards with no strings attached. Would you like me to have 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 go ahead and order you a debit card?
   • Would you like to order a debit card?
   • Great! It will take just a moment to get your card ordered.

   
   

   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 ordering your new debit card?
   • May I have a Personal Banker 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 debit card applicationt, but have identified someone who is interested in a debit 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. 

   
   

   Acknowledge or Ask questions about a need.

   How do you like to conduct your banking?

   
   

   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/Market Leader/Lender 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

   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 debit card application. The qualified associate completes the debit card application.
     
     

   Additional Information on Sale Processing

   See the Synapsys referral instructions.