Merchant Appointment Script
One of the most powerful ways of marketing credit card processing services is to schedule
appointments via the telephone. While we have no script or format that will be magical…we do
have one that makes sense and works. This is an industry-tested script and is used by large
telemarketing firms to schedule appointments.
Do not attempt to read this verbatim as it is meant to guide you through the conversation and
follow simple policies and procedures. While you conduct your own telemarketing you will find
different methods that assist you in setting the appointment. CMS learns from your success and
would appreciate if you would let us know what works for you.
SUGGESTED SALES SCRIPTS:
Agent: Hi, this is _______________________________(your name) with Canmor Merchant
Services, is the owner in?
Business: Yes, one moment please.
If the answer is “no” then say the following: “No problem, when will the owner be in?
(Write down the time). OK, and what was his name (write name) and your name (write
name down), great thank you (name of you spoke with) for your time this afternoon.”
When you call back say “Hi may I speak with (owners name) please.” When the owner
answers say: “Hi, this is _________(name) calling with Canmor Merchant Services, I
spoke with (name of whom you spoke with earlier) and I was informed to contact you.”
Agent: Hi, my name is _______________ and I am calling with Canmor Merchant Services,
a credit card processing company, how are you today? I understand you are
extremely busy running your business, however, I wanted to see if I could schedule a
time where you and I can discuss your processing services. Again, I know you are
busy but I know I can save you money AND more importantly offer you better service.
What time is good for you this week?
HERE ARE A FEW TYPICAL OBJECTIONS WITH RESPONSES:
Business: I am too busy right now; call me in a week or two.
Agent I understand (always agree) that is why it will only take a few minutes to review your
account. What time is good for you next week?
Business:: Someone was just here yesterday.
Agent: I understand, however, I am sure that the Account Executive who stopped by
yesterday was not offering a free statement analysis. It will take me only 5 minutes
and then you can get back to what you need to do.
OR
Agent: I understand, I can tell you that Canmor Merchant Services is different than most
companies because of a few things: 1) Competitive rates 2) Great service 3) Always
in person service, when needed.
Business: You can’t save me any money; I have 1.29% with no transaction fees!
Agent: I can assure you that whatever rate you may have, we can beat. Again, I just want
to sit down with you to quote a rate and talk about our great service and large product
line. I live here in (City name) and I respect your business very much, which is the
reason for the call.
PIECE OF ADVICE: Always let the business owner know you are a local resident and you
are attempting to build your own business. Excite them! Be honest and truthful. Let the
owner see that you are launching a new career and you need all the help you can get.
Business owners enjoy supporting local residents and feel for any all self-employed in
town!
Business: I have everything I need, I enjoy my current company and I am happy.
Agent: Are you accepting Gift Cards? Are you accepting all major credit cards? Do you
have any need for Internet accounts? How about trying out our new WIRELESS
terminals? Are you tired of getting charged all of those monthly fees?
Business: Too much is on my plate right now.
Agent: I understand, all I ask is that you allow me to submit a proposal to you so you can see
for yourself what Canmor Merchant Services can do for your business, what time is
good for you this week?
Business: I do not accept credit cards nor do I want to.
Agent: Let me just name a few advantages:
Enhanced cash flow. Increase sales potentially 30% to 80%. People are collecting
Points and Rewards by using Credit Cards. Provide flexibility to your customers.
Close impulse sales.
Business: Is this going to cost anything?
Agent: (If they are currently accepting cards). Right now we have a promotion that gives you
free set up and installation (this is up to you). And as I mentioned you will actually
save over your current monthly cost. So you have nothing to lose and only a lot to
gain. So let me verify your address: _____________________________________
(from your source, such as yellow pages; be sure to get city and nearest cross street)
so did you say tomorrow morning or afternoon?
If not accepting Credit Cards (i.e. Interac Debit or cash only)
Agent Right now we have a promotion that gives you free set up and installation. Remember,
by accepting these forms of payment your business will increase sales. This will more
than offset the small monthly cost for our services. Part of the promotion allows you
to accept MasterCard, VISA, American Express, Interac Debit cards, and checks at
no risk. So you have nothing to lose and only a lot to gain. So let me verify your
address: ___________ (from your source, such as yellow pages; be sure to get city
and nearest cross street) so did you say tomorrow morning or afternoon?
Business: It’s too expensive to accept credit cards (or I do not want to pay the percentage)
Agent: Actually, it’s very expensive for you not to accept credit cards. You are losing
possibly thousands dollars by limiting your customers to cash. The large retail chains
have already figured out that the cost of accepting credit and Debit cards is more than
offset by the additional revenue it creates. In fact, almost all the large supermarkets
are now accepting credit cards and Debit cards, and they are usually working on razor
thin margins. SO if it makes sense to them, it should make sense to you.
REMEMBER
During your conversation remember to always be polite and courteous. Always thank
them for taking the time to speak with you!