14 May How to Engage Branch Staff in Merchant Services
What makes a successful merchant services program? While offering competitive rates and top-notch customer service is important, those things won’t make a difference if your staff isn’t even mentioning merchant services.
Without the support and enthusiasm of your staff, your program will suffer. But if you’re not on the front lines yourself, how can you keep your people motivated? Here are some pointers on how to engage branch staff in merchant services.
First things first, there should be a top-down directive from leadership emphasizing the importance of cross-selling merchant services. It’s imperative that directive includes setting clear, attainable goals for branches and individuals. Self-development author Brian Tracy wrote, “Goals are the fuel in the furnace of achievement.”
If you want your staff to sell, sell, sell, goals will motivate them to do so. However, if your staff gets the impression that set goals aren’t being followed up on, it can be incredibly demoralizing. Make sure you’re tracking performance and offering recognition.
Empower Your Sales Staff
No one wants to sell products that they haven’t been fully educated on. If your staff isn’t confident talking about merchant services, they just won’t bring it up. But with the growing popularity of online banking, it’s important that your staff takes every opportunity to cross-sell because it might be the only chance they have to speak face-to-face with a prospect.
So, how can you make sure your staff is trained up on all bank products and services? Role-playing different situations is a good place to start and will help staff improve communication skills and prepare for curveball questions. This is one of the best ways to encourage your staff to avoid the “order-taker” approach, and instead, prime them for productive conversations.
Implement an Incentive Campaign
Encourage your people to go above and beyond with an incentive campaign. These campaigns can include referral bonuses, sold product goals, raffle campaigns, and more. If you’re not sure where to start, BASYS frequently sponsors incentive campaigns for our partners. Reach out to us, and we’d be happy to get you started.
One more thing you might not have considered . . . Incentive campaigns aren’t just for your employees. You can also incentivize existing clients to send referrals your way.
Provide Ongoing Training
It’s tough to sell a product you’re not comfortable with, and payment card technology is constantly changing. Does your branch staff have access to tools that will help them stay up to date on current trends and industry changes?
A portal that’s regularly updated with new resources and information, like our own BASYS University, can be invaluable to your team. Most of all, it’s vital that your branch staff feels comfortable asking for additional training or information.
We want your sales efforts to be successful! If your merchant services provider isn’t meeting your expectations in terms of growth and service, give BASYS a call today!
BASYS Processing as a business partner
If your processor isn’t delivering top-notch customer service and strategies to help grow your program, please call BASYS Processing at (800) 386-0711. Let’s talk about creating a true business partnership that will help you meet and exceed your goals.
BASYS Processing features:
– 90% + Customer Retention Rate
– Live operator when your merchant customers need support – no automated voice systems
– Dedicated relationship manager for questions and concerns
– Proactive contact with every merchant to walk through the annual PCI process
– In-house PCI Team to assist with questions and concerns
– Founded by a family who previously owned a bank
– Track record of successful bank partnerships
– Thorough Market Analysis followed by mutual plans and goals to grow your portfolio
– High-quality service mentality, similar to your bank
– Vested interest in protecting your bank’s hard-earned reputation
– In-depth initial bank training
– On-going bank training via weekly call and boot-camp programs
– Open line of communication between BASYS, you, and your customers
– Quick response time for your questions and concerns; you are a priority
About BASYS Processing
BASYS Processing provides credit card and debit card processing services, and solutions that include terminals, virtual terminals, e-commerce, mobile, and point-of-sale, customized to fit any need. Banks, associations, and software partners depend on us to strengthen their reputations and relationships with their customers by providing remarkable service paired with ultimate flexibility and pricing. Merchants depend on us to make accepting credit cards and debit cards convenient, safe & affordable. BASYS was founded in 2002 on one philosophy: to take care of our merchants, partners, and employees so they never want to leave. We are dedicated to working one-on-one with our customers to design the perfect solution. BASYS is Personalized Payment Processing.
Learn more at basyspro.com, and connect with us online at: