So you just completed the best opening you have ever done, guiding the merchant seamlessly into agreeing he or she would like to receive a free cost analysis from you on a specific day and time. Now comes the moment of truth!
“Great, Mr. Smith! The only thing I will need to complete that cost analysis is obviously a copy of a recent credit card processing statement. Do you have one handy or should I pick that up when I come back on Thursday?”
You may expect the merchant to run back to the office and bring out the statement you need in order to move forward. Instead of that however, the response is, “I don’t get those paper statements anymore. This new company doesn’t ever send them out; I think I have to go online to get them.” YOU’RE STUCK! That’s okay. I have a process as easy as 1, 2, 3 to help you get the statement. Are you ready?
Step #1 – Look at the side of the merchant’s current credit card terminal. You will see a sticker or business card taped to the side with the name and phone number of the current processor. Say this, “That’s no problem at all, Mr. Jones. Is this your current processing company?” (Pointing to the sticker)
Step #2 – Once the merchant confirms that is, indeed, the processor, you respond, “I’m sure you have a bunch of things you need to get done, and I don’t want to take any more of your time today. With your permission I will just call up your current company and ask for you to receive an emailed copy of a recent statement. I am sure they have your email address on file. Then say as you look at the sticker to dial the number, “If they need any info from you, I will get you on the phone…thanks Bob…”
Sometimes the merchant will protest to this, but for you to push forward and be assumptive is vital. If the merchant says, “No, I will call them later this week.” Your response should be, “I certainly don’t want to step over any boundaries here. But, of course, I also don’t want you to be in the dark about the charges being made by this current company. If I just contact your processor and ask them to send a copy of your statement only to your personal email address so that you have one on file, can I at least do that for you?”
Step #3 – Now that you are on the phone with the current company, give them your name and just say (truthfully), “Hi, my name is Leah from XYZ Pizza Shop. Our owner, Susan, asked me to call you in order to get a copy of a statement sent over to the email you have on file for her.” [Truthfully???]
As a general rule they will not need to verify the owner’s identity. However, if they do and want the last four of the social on file or something like that, just say this: “Sure, let me get her on the phone. I know she is really busy; I just want to make sure all you need is the last four of her social so I can get her on the phone real quick?” Once they confirm this, walk over to the business owner and simply say, “Hey Susan, we are all set. They just asked for the last four of your social. Here you go.” (And pass the phone to her.)
There is your three-step process to getting the statement even when the merchant doesn’t have one. It works like magic!
Have a great day in the field!
Read previous post: 5 Sales Lessons from the Donald Trump Campaign
5 Sales Lessons from the Donald Trump Campaign
Read next post: 3 Reasons You Should Get On SnapChat
3 Reasons You Should Get On SnapChat