Essential Merchant Services Sales Training

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* 1. Does your ISO train new merchant services sales people in-house?

Yes, we train new salespeople in-house

No, we use an ouside trainer or training company.

Other - We train salespeople in-house and also use an outside training resource.

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* 2. How long has your ISO been training sales people?

Less than 1 year

1-2 years

3-4 years

5 years or more

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* 3. Which of these training formats are used regularly in training your salespeople? (Check all that apply, please)

Live, in-person trainer

Live conference call training

Live webinar training

Self-directed e-learning courses

Recorded video training

Individual self-study of training materials, book or binder

Other (please specify)

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* 4. Rate these merchant services sales skills from "not very important" to "one of the most important"

	Not very important	Somewhat important	Important	Very important	One of the most important
telephone prospect for new merchants	telephone prospect for new merchants Not very important	telephone prospect for new merchants Somewhat important	telephone prospect for new merchants Important	telephone prospect for new merchants Very important	telephone prospect for new merchants One of the most important
create and manage a prospect pipeline and track it with a CRM system	create and manage a prospect pipeline and track it with a CRM system Not very important	create and manage a prospect pipeline and track it with a CRM system Somewhat important	create and manage a prospect pipeline and track it with a CRM system Important	create and manage a prospect pipeline and track it with a CRM system Very important	create and manage a prospect pipeline and track it with a CRM system One of the most important
close for an appointment	close for an appointment Not very important	close for an appointment Somewhat important	close for an appointment Important	close for an appointment Very important	close for an appointment One of the most important
overcome objections in appointment setting	overcome objections in appointment setting Not very important	overcome objections in appointment setting Somewhat important	overcome objections in appointment setting Important	overcome objections in appointment setting Very important	overcome objections in appointment setting One of the most important
make a cold call on a merchant	make a cold call on a merchant Not very important	make a cold call on a merchant Somewhat important	make a cold call on a merchant Important	make a cold call on a merchant Very important	make a cold call on a merchant One of the most important
persuade a merchant to let you review his statements	persuade a merchant to let you review his statements Not very important	persuade a merchant to let you review his statements Somewhat important	persuade a merchant to let you review his statements Important	persuade a merchant to let you review his statements Very important	persuade a merchant to let you review his statements One of the most important
analyze a statement to determine pricing program and rates/fees being charged	analyze a statement to determine pricing program and rates/fees being charged Not very important	analyze a statement to determine pricing program and rates/fees being charged Somewhat important	analyze a statement to determine pricing program and rates/fees being charged Important	analyze a statement to determine pricing program and rates/fees being charged Very important	analyze a statement to determine pricing program and rates/fees being charged One of the most important
prepare a competitive pricing proposal	prepare a competitive pricing proposal Not very important	prepare a competitive pricing proposal Somewhat important	prepare a competitive pricing proposal Important	prepare a competitive pricing proposal Very important	prepare a competitive pricing proposal One of the most important
ask good questions of a merchant on the first call	ask good questions of a merchant on the first call Not very important	ask good questions of a merchant on the first call Somewhat important	ask good questions of a merchant on the first call Important	ask good questions of a merchant on the first call Very important	ask good questions of a merchant on the first call One of the most important
conduct a needs analysis conversation with a merchant	conduct a needs analysis conversation with a merchant Not very important	conduct a needs analysis conversation with a merchant Somewhat important	conduct a needs analysis conversation with a merchant Important	conduct a needs analysis conversation with a merchant Very important	conduct a needs analysis conversation with a merchant One of the most important
determine alternative processing solutions to address the merchant’s needs	determine alternative processing solutions to address the merchant’s needs Not very important	determine alternative processing solutions to address the merchant’s needs Somewhat important	determine alternative processing solutions to address the merchant’s needs Important	determine alternative processing solutions to address the merchant’s needs Very important	determine alternative processing solutions to address the merchant’s needs One of the most important
explain or do a presentation about why the merchant should switch to your ISO	explain or do a presentation about why the merchant should switch to your ISO Not very important	explain or do a presentation about why the merchant should switch to your ISO Somewhat important	explain or do a presentation about why the merchant should switch to your ISO Important	explain or do a presentation about why the merchant should switch to your ISO Very important	explain or do a presentation about why the merchant should switch to your ISO One of the most important
overcome objections in the sales call and during closing	overcome objections in the sales call and during closing Not very important	overcome objections in the sales call and during closing Somewhat important	overcome objections in the sales call and during closing Important	overcome objections in the sales call and during closing Very important	overcome objections in the sales call and during closing One of the most important
fill out the merchant services application	fill out the merchant services application Not very important	fill out the merchant services application Somewhat important	fill out the merchant services application Important	fill out the merchant services application Very important	fill out the merchant services application One of the most important
review the merchant services application with the merchant and ask for signature	review the merchant services application with the merchant and ask for signature Not very important	review the merchant services application with the merchant and ask for signature Somewhat important	review the merchant services application with the merchant and ask for signature Important	review the merchant services application with the merchant and ask for signature Very important	review the merchant services application with the merchant and ask for signature One of the most important
sell value-added services, such as gift and loyalty programs	sell value-added services, such as gift and loyalty programs Not very important	sell value-added services, such as gift and loyalty programs Somewhat important	sell value-added services, such as gift and loyalty programs Important	sell value-added services, such as gift and loyalty programs Very important	sell value-added services, such as gift and loyalty programs One of the most important
sell business financial services, such as merchant cash advance	sell business financial services, such as merchant cash advance Not very important	sell business financial services, such as merchant cash advance Somewhat important	sell business financial services, such as merchant cash advance Important	sell business financial services, such as merchant cash advance Very important	sell business financial services, such as merchant cash advance One of the most important

Other (please specify)

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* 5. Please rate these areas of merchant services knowledge for salespersons from "should know a little bit about" to "should be a subject matter expert"

	should know a little bit about	should know more than a little bit	should be familiar with most aspects	should know it quite well	should be a subject matter expert
Credit transaction	Credit transaction should know a little bit about	Credit transaction should know more than a little bit	Credit transaction should be familiar with most aspects	Credit transaction should know it quite well	Credit transaction should be a subject matter expert
Check card transaction	Check card transaction should know a little bit about	Check card transaction should know more than a little bit	Check card transaction should be familiar with most aspects	Check card transaction should know it quite well	Check card transaction should be a subject matter expert
PIN Debit transaction	PIN Debit transaction should know a little bit about	PIN Debit transaction should know more than a little bit	PIN Debit transaction should be familiar with most aspects	PIN Debit transaction should know it quite well	PIN Debit transaction should be a subject matter expert
EBT transaction	EBT transaction should know a little bit about	EBT transaction should know more than a little bit	EBT transaction should be familiar with most aspects	EBT transaction should know it quite well	EBT transaction should be a subject matter expert
Electronic check transactions – authorization, guarantee	Electronic check transactions – authorization, guarantee should know a little bit about	Electronic check transactions – authorization, guarantee should know more than a little bit	Electronic check transactions – authorization, guarantee should be familiar with most aspects	Electronic check transactions – authorization, guarantee should know it quite well	Electronic check transactions – authorization, guarantee should be a subject matter expert
ACH basic transactions – TEL, WEB, POS, etc.	ACH basic transactions – TEL, WEB, POS, etc. should know a little bit about	ACH basic transactions – TEL, WEB, POS, etc. should know more than a little bit	ACH basic transactions – TEL, WEB, POS, etc. should be familiar with most aspects	ACH basic transactions – TEL, WEB, POS, etc. should know it quite well	ACH basic transactions – TEL, WEB, POS, etc. should be a subject matter expert
Basic terminal functions	Basic terminal functions should know a little bit about	Basic terminal functions should know more than a little bit	Basic terminal functions should be familiar with most aspects	Basic terminal functions should know it quite well	Basic terminal functions should be a subject matter expert
Processor’s terminal matrix	Processor’s terminal matrix should know a little bit about	Processor’s terminal matrix should know more than a little bit	Processor’s terminal matrix should be familiar with most aspects	Processor’s terminal matrix should know it quite well	Processor’s terminal matrix should be a subject matter expert
Roles and responsibilities of ISO's, banks, processors merchant processing	Roles and responsibilities of ISO's, banks, processors merchant processing should know a little bit about	Roles and responsibilities of ISO's, banks, processors merchant processing should know more than a little bit	Roles and responsibilities of ISO's, banks, processors merchant processing should be familiar with most aspects	Roles and responsibilities of ISO's, banks, processors merchant processing should know it quite well	Roles and responsibilities of ISO's, banks, processors merchant processing should be a subject matter expert
Interchange – what it is, the role it plays in merchant discount	Interchange – what it is, the role it plays in merchant discount should know a little bit about	Interchange – what it is, the role it plays in merchant discount should know more than a little bit	Interchange – what it is, the role it plays in merchant discount should be familiar with most aspects	Interchange – what it is, the role it plays in merchant discount should know it quite well	Interchange – what it is, the role it plays in merchant discount should be a subject matter expert
Pricing programs - three-tier, four-tier, Interchange plus, etc.	Pricing programs - three-tier, four-tier, Interchange plus, etc. should know a little bit about	Pricing programs - three-tier, four-tier, Interchange plus, etc. should know more than a little bit	Pricing programs - three-tier, four-tier, Interchange plus, etc. should be familiar with most aspects	Pricing programs - three-tier, four-tier, Interchange plus, etc. should know it quite well	Pricing programs - three-tier, four-tier, Interchange plus, etc. should be a subject matter expert
Merchant discount	Merchant discount should know a little bit about	Merchant discount should know more than a little bit	Merchant discount should be familiar with most aspects	Merchant discount should know it quite well	Merchant discount should be a subject matter expert
Underwriting policy of the acquiring bank and what is required to comply	Underwriting policy of the acquiring bank and what is required to comply should know a little bit about	Underwriting policy of the acquiring bank and what is required to comply should know more than a little bit	Underwriting policy of the acquiring bank and what is required to comply should be familiar with most aspects	Underwriting policy of the acquiring bank and what is required to comply should know it quite well	Underwriting policy of the acquiring bank and what is required to comply should be a subject matter expert
PCI data security, SAQ and scan of merchant’s web site	PCI data security, SAQ and scan of merchant’s web site should know a little bit about	PCI data security, SAQ and scan of merchant’s web site should know more than a little bit	PCI data security, SAQ and scan of merchant’s web site should be familiar with most aspects	PCI data security, SAQ and scan of merchant’s web site should know it quite well	PCI data security, SAQ and scan of merchant’s web site should be a subject matter expert
The fundamentals of e-commerce transactions: shopping carts, gateways, security, etc.	The fundamentals of e-commerce transactions: shopping carts, gateways, security, etc. should know a little bit about	The fundamentals of e-commerce transactions: shopping carts, gateways, security, etc. should know more than a little bit	The fundamentals of e-commerce transactions: shopping carts, gateways, security, etc. should be familiar with most aspects	The fundamentals of e-commerce transactions: shopping carts, gateways, security, etc. should know it quite well	The fundamentals of e-commerce transactions: shopping carts, gateways, security, etc. should be a subject matter expert
New compliance requirements, such as EMV	New compliance requirements, such as EMV should know a little bit about	New compliance requirements, such as EMV should know more than a little bit	New compliance requirements, such as EMV should be familiar with most aspects	New compliance requirements, such as EMV should know it quite well	New compliance requirements, such as EMV should be a subject matter expert
Highlights in the development of merchant bankcard and how they affect current merchant processing	Highlights in the development of merchant bankcard and how they affect current merchant processing should know a little bit about	Highlights in the development of merchant bankcard and how they affect current merchant processing should know more than a little bit	Highlights in the development of merchant bankcard and how they affect current merchant processing should be familiar with most aspects	Highlights in the development of merchant bankcard and how they affect current merchant processing should know it quite well	Highlights in the development of merchant bankcard and how they affect current merchant processing should be a subject matter expert

Other (please specify)

Question Title

* 6. Please rate these areas of operations knowledge for salespersons from "should know a little bit about" to "should be a subject matter expert"

	should know a little bit about	should know more than a little bit	should be familiar with most aspects	should know it quite well	should be a subject matter expert
authorization and capture	authorization and capture should know a little bit about	authorization and capture should know more than a little bit	authorization and capture should be familiar with most aspects	authorization and capture should know it quite well	authorization and capture should be a subject matter expert
batch settlement	batch settlement should know a little bit about	batch settlement should know more than a little bit	batch settlement should be familiar with most aspects	batch settlement should know it quite well	batch settlement should be a subject matter expert
next day and 2nd day funding of merchant account	next day and 2nd day funding of merchant account should know a little bit about	next day and 2nd day funding of merchant account should know more than a little bit	next day and 2nd day funding of merchant account should be familiar with most aspects	next day and 2nd day funding of merchant account should know it quite well	next day and 2nd day funding of merchant account should be a subject matter expert
boarding a new merchant account	boarding a new merchant account should know a little bit about	boarding a new merchant account should know more than a little bit	boarding a new merchant account should be familiar with most aspects	boarding a new merchant account should know it quite well	boarding a new merchant account should be a subject matter expert
new merchant fulfillment and set-up	new merchant fulfillment and set-up should know a little bit about	new merchant fulfillment and set-up should know more than a little bit	new merchant fulfillment and set-up should be familiar with most aspects	new merchant fulfillment and set-up should know it quite well	new merchant fulfillment and set-up should be a subject matter expert
downloading a new terminal	downloading a new terminal should know a little bit about	downloading a new terminal should know more than a little bit	downloading a new terminal should be familiar with most aspects	downloading a new terminal should know it quite well	downloading a new terminal should be a subject matter expert
re-programming an existing terminal	re-programming an existing terminal should know a little bit about	re-programming an existing terminal should know more than a little bit	re-programming an existing terminal should be familiar with most aspects	re-programming an existing terminal should know it quite well	re-programming an existing terminal should be a subject matter expert
new merchant terminal training	new merchant terminal training should know a little bit about	new merchant terminal training should know more than a little bit	new merchant terminal training should be familiar with most aspects	new merchant terminal training should know it quite well	new merchant terminal training should be a subject matter expert

Other (please specify)