As a smaller sales office one of the biggest time wasters comes from the questions that did not get asked. How often does an agent write a deal, bring it in, we process it, only to find out that the owner is currently in bankruptcy or has seriously derogatory credit? How often does someone go on an appointment only to hear "I need to talk to my partner"? Or even worse they pitch someone who is not even the decision maker. We all have agents that call with questions that can't be answered because they don't have enough information. For example "can our gift card program work on the merchant's terminal?" Without knowing what terminals the merchant has? Or trying to write a bundled rate without calculating the average ticket from at least 2 prior statements. What it comes down to is that when a merchant or agent asks me a question, I usually have to answer with another question. You're not a problem solver or a true sales person unless you can determine two things:

• Exactly how someone is doing it NOW.
• What they would like to see different.

   Any person that is not wasting your time has three things in common.

• The ability to buy.
• The need for your service or product.
• The money to purchase or make the payments.

   So, I've decided to put together a list of questions that will save you countless hours of chasing your tail and wasting the time of merchants. First I'd like to address what you should know about any retail merchant.

• Are you the decision maker?
• Are there any other decision makers?
• Are you or your partners in current bankruptcy?
• Are your payments current? (car, home, credit cards)
• Current terminal type and any other services. (check, gift)
• Get a look at all statements. (monthly volume, average ticket, prices)
• Do you have imprinted or starter checks?
• Do you have a business license and marketing material?
• Is your business living up to your expectations? (making money)
• What would you like to do differently?

   The first questions determine if you're speaking to the correct person or people and answers the question does this person have the "ability to buy". The next questions should speak to their ability and money to buy. If the person has bankruptcies and terrible credit your going to need to do things differently and you may as well know now. Next, starts the discovery phase of "what do they have now". Also you should make sure they have the paperwork that they need to complete the application (checks and business license). Last along with the credit questions and asking how well the business is doing will go a long way toward making the sale or making your way to the door. Don't get through an entire presentation only to hear "we don't have the money". Know that upfront. Ask questions like "if you like what you see will we be able move ahead"? Don't be shy; ask if they have $XXXX to INVEST in their business or whether they could INVEST $XX per month? Not all programs are for all people and by knowing the customers needs you can tailor your approach accordingly. Maybe you have a bargain program or some refurbished equipment. In the end it should be about what the customer wants, what's going to help their business and what they can afford!
   Next, the two programs we have that are the most misunderstood are Internet and Gift or Loyalty Cards. First these are some things you need to know about every internet deal.

• Who's designing their site? .... Equal to a Contractor!
• Do they have a shopping cart? .... Equal to a cash register!
• Do they have a gateway? .... Equal to a credit card terminal!
• Do they have a host? ..... Equal to a landlord!
• Is the site up with your company name and contactinfo?
• Does it have some products and pricing on it?
• Does it have a refund policy on it?

   In the end, the customer will need each and every one of these things. How much of it you supply and how much you will charge is up to you. It's just very important that you and the customer are on the same page about what you're going to provide. I frequently encounter people who think gateways automatically include a shopping cart. Some do, but most often that is not the case. You can't help your customer unless you are knowledgeable about your own business and theirs.
   Last, it's sometimes difficult to get the customer narrowed down when talking about gift and loyalty cards. Prices can very widely depending on what type of cards or programs they want? Following are some questions that will get you to the point.

• Do you want a customized or semi-customized card?
• About how many cards would you like to get started with?
• Would you like a gift or loyalty program or both?
• What type of terminal or POS do you have?

   Asking these questions will narrow down what the customers is looking for so you or your vendor can properly quote the customer.
   In closing, all of this is simply getting the information that you need to help your customers and help yourself.