You can use your phone and your mobile payment of choice to pay while on the go. Mobile Pay uses your CCB Visa debit card. Set up is easy and secure.
You can use Mobile Pay wherever you see these icons:
When you discuss Mobile Pay, do the following:
Discuss Features and Benefits
Mobile Pay is a way to make mobile payments securely and conveniently. It can be used both in person at stores offering contactless payments and in participating apps – currently this includes hundreds of thousands of merchants nationwide. Some of the benefits are:
- Simple, secure and private payments with a single touch.
- No need to swipe a physical card or exchange information at point of purchase.
- Accepted at hundreds of thousands of retailers and participating apps nationwide.
- Purchases made via Mobile Pay are protected with Zero Liability against fraudulent transactions.
Note: The Visa Zero Liability policy covers U.S.– issued cards only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. Cardholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details.
Identify Opportunities
Always be on the lookout for individuals who may benefit from using the Bank Direct Automated service. 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 balances by paying directly from an account
- Clients who travel frequently
- Clients who purchase items online or by phone
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:
- What other things would you like to be able to do with your account from your home or office?
- Would you like to stop carrying cash?
- How do you usually pay for purchases?
- How often do you write checks?
Some common statements you might hear from clients are:
- "I do not feel safe carrying cash."
- "I depend on my credit card, but that late fee is a killer."
Non-sales Associates (Take it to 10)
If you do not feel comfortable with the Mobile Pay service, 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 Mobile Pay service. Would you be interested in learning more about this service with an associate of mine?
Recommend Products/Services
Both Support U and Call Me Direct can assist in troubleshooting Mobile Pay.
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 don't like paying with my phone."
Feel: I understand why you feel that way.
Felt: Many of my clients have felt the same way.
Found: Once they had a chance to experience Mobile Pay, they found it to be quite convenient. They were able to pay quickly and conveniently. It is a quick and simple process to get you started. Would you like me to show you how?
Non-sales Associates
Client Objection: "I'm not sure I understand Mobile Pay."
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 Mobile Pay options with no strings attached. 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 set up your Mobile Pay service?
- Would you like to use our Mobile Pay service?
- Do you want to start depositing checks by phone?
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 starting your Mobile Pay service?
- May I have a Personal Banker 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 a Mobile Pay 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.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 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?Process the Sale
To sign up for this service, you will need to speak with a Personal Banker. 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 Mobile Pay service. The qualified associate then completes this access.
Additional Information
