A business can always improve. Especially in an industry constantly in flux.
The payments industry changes year to year, sometimes even quarter to quarter. Learning the nuances of payments is perpetual and critical to growing and sustaining merchant relationships. So Instabill Sales Manager Wendy Jacques, who has had a lengthy career at the highest levels of B2B sales, has added the role of educator to her dossier.
Once a month, Ms. Jacques is hosting Lunch and Learn sessions, sort of a refresher course for members of the Instabill sales staff, to keep up with the ever-changing industry of merchant services for e-commerce businesses.
There is no greater resource for a company than its people, especially when they have a rock-star sales manager who is even providing the salad and cold cuts.
“The real purpose is keeping up to date with new processes and industry issues,” said Ms. Jacques. “We’ve got to know our merchants as well as possible. With us asking better qualifying questions, our merchant account managers can have conversations that result in conversions to sales.”
Identifying a Merchant’s Needs
‘What are your rates and fees?’
It is usually the first question Instabill merchant account managers receive when fielding an organic call.
Often times it comes before ‘Hello.’
We can answer that question pretty quickly based on two things: A 5-10 minute conversation (that goes like this) and processing history and financials. Afterward, Instabill can provide the merchant a free cost analysis – one we are certain will be competitive
“Tuesday’s session gave us a better understanding on why we price merchant accounts the way we do,” said Matt Dydo, who joined Instabill in 2014. “We discussed and learned more about how to get right to main source when we have a first-time call with a merchant.”
Processes, Compliance and Industry Issues
The purpose to Instabill’s Lunch and Learn is to keep staffers up to date on processes, compliance and industry issues in an industry in constant change.
“Education and knowledge is power,” said Ms. Jacques. “We can always improve as a company. We can become better account managers and work in the best interests of the merchant faster.”
What does your company do to educate its staff? We encourage your comments below.
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