ClubShop Rewards Merchant Sponsoring Contact, Lead & Appointment Process
CONTACT
Goal & Plan– Before you begin to go out and start contacting Merchants, set a goal for the number of Merchants that you will make contact with. Focus on one area at a time and especially visit Merchants that you know are advertising.
Attitude & Attire- Be enthusiastic and "dress for success". You won’t get a second chance to make a good first impression, so let your attire reflect that you are a professional. Wearing a nice polo shirt with clubshop.com embroidered on it will automatically gain positive recognition of your position - http://www.clubshop.com/mall/apparel_gifts.html
Mental Preparation – The purpose of your making contact is NOT to do a presentation, but to make an appointment to make a presentation. You may need to go into multiple businesses to gain one appointment. Don't let the "no's" keep you from getting the "yeses" you need.
Key Points
Do NOTlet them see any information or your business card
Have your calendar/appointment book visible
Remember why you are there - TOGET AN APPOINTMENT!
"Good _____". Then present the card and say, "Have you heard about the ClubShop Rewards Card yet?"
NO or NOT SURE= Ask them, "Are you the owner or manager?" If they are not, ask them if the owner/manager is available for just a minute. If not, find out the best time to make contact with them.
WHAT IS IT ABOUT?= Give them the brief intro explanation (see below) and then ask them, "Are you the owner or manager?" If they are not, ask them if the owner or manager is available for just a minute. If not, find out the best time to make contact with them.
YES= "Great! Are you the owner or manager?" If they are not, ask them if the owner or manager is available for just a minute. If not, find out the best time to make contact with them.
LEAD- Contact has been made with the owner
Start by asking them a simple question to qualify them - "Are you interested in increasing your sales?"
NO= "Are you interested in saving money for your business and yourself?" Try and give them a card and complete the application with them. Many times, this will get them asking you some questions, so you can turn their NO into a MAYBE or a YES. Or it may open the door for them to become an Affiliate Partner and/or a VIP.
MAYBE OR YES - Give a brief intro explanation.
Key Points
Fund Raising Program - Discount card designed to help local non-profit organizations to raise funds by selling the card. Tell them the names (or show them a list) of some of the Affinity Groups that have signed up to participate.
Attract & Keep Customers - Advertising, Marketing and Customer Loyalty Program
Risk Free - NO cost required for you to participate. Only cost to you may be after a sale is made.
Percentage - Free, basic program starts as low as 5% of a transaction. Other options can be as low as 1% of the transaction.
"Now the program is being offered here to local businesses to participate in, and the reason that I have come by todaySPECIFICALLY, is to set an appointment with you to stop back and go over how the program works and see if it will be a good fit for you."
APPOINTMENT- While opening your calendar book, ask, "When would be the best time for us to get together, before you open or sometime during the day when it is slow?"
Possible responses
APPOINTMENT SET- See below.
NOT INTERESTED- “Are you interested in saving money for your business and yourself?” Try and give them a card and complete the application with them.
BUSY NOW- Find when it will be best to get back with them. Follow up then.
QUESTIONS
How many other businesses are participating?"Currently we are just starting to contact businesses here in _______. Because this is such a risk free way to advertise, we do expect many businesses to participate." Then ask them again, "When is a good time to get together?"
How many people are Members in the area?"I'm not exactly sure of the current numbers, but we are planning a mass card distribution campaign for next month, once we have a good Merchant list to provide prospective Members. (If you have signed up some Affinity Groups in your area, let them know which ones have signed up to participate). Between that and our Referral Marketing Plan, we expect to have virtually everyone in _______ to be a Member within the next year." Then ask them, "So when is a good time to get together?"
How long will this take?"To go over everything, it takes about a half an hour." Then ask them, "So when is a good time to get together?"
No matter what their response is, answer it with a short, yet positive response, followed by, "So when is a good time to get together?"
Once you have set a day and time, make sure:
They have the ability to make a decision. "Will you be able to make a decision on this or will someone else have to see this with you?"
They have written it down or put it on the back of your business card and say, " If for some reason, you can't meet me at this time, would you please call me to reschedule?"
Your Merchant Presentation Includes
ClubShop Rewards Merchant Sponsoring Presentation & Sign Up
Use the Slide Show presentation that is available for your local area to make presentations with. It is recommended that you print out the presentation in full color (see the PDF link below the first page of the presentation) and put each page in a plastic sleeve in a 3 ring binder to create a flip chart presentation.
What is an assumptive close? You are able to assume that your prospect will sign up due to overcoming potential objections during the presentation process.
Why can you make the assumption that they will sign up when you are done with the presentation? Because you will have qualified them and addressed the 3 major objections they may have, during the interview and presentation process.
The interview Develop empathy and find out what they have done or are doing to advertise, promote or have a customer loyalty program.
Qualify them The KEY point to determine before proceeding with the presentation - Are they willing to advertise, promote, discount, etc. to get more business?
If they answer "no" to this question, do not continue with the presentation - give them a card and sign them up as a free Member. (This may get them asking questions and make them reconsider their willingness to participate as a Merchant).
Use the flip chart to do the presentation Two main talking points to stop and "tie them down":
A.The Transaction Fee percentage. After going over the fee and marketing capability information, ability to change percentages and canceling, ask them, "Do you feel that you could do at least a 10% discount, or a "Buy One Get One" offer, or would you be more comfortable with a 5% discount or less?"
10% Discount - continue with presentation, but skip over tracking information slides
Buy One, Get One Offer - continue with presentation, but skip over tracking information slides
5% Discount - explain the free Tracking Method option and how the basic recording and transmission of information process works. (show form) Then ask them, "Do you think that you will have a problem with this?"
Problem - determine if any tracking methods are acceptable (scanner or cell phone) or if they would prefer a Direct Discount option. Proceed, based on their response.
No Problem - Show all 3 tracking methods, then recommend that they start with a manual process that they can input, or that they can fax to you or you can pick up from them. (show form)
Less than 5% Discount - continue with presentation, but skip over tracking information slides and go over the Marketing Packages when you get to that slide.
Most importantly, be sure to "tie down" which method is acceptable to them, before continuing the presentation. If none are acceptable, discontinue the presentation and sign them up as a free ClubShop Rewards Member or sell them a ClubShop Rewards Card.
B.If the Merchant indicates that they are comfortable with the free, 10% off or BOGO option, then go past the slide that refers to paying ClubShop Rewards monthly. If they have selected any of the other options, explain the automatic debiting of their credit card or debit card, or the creation and prefunding of a ClubAccount. https://www.clubshop.com/cgi/funding.cgi?action=report
Explain to them that the Club is dealing with Merchants from around the world and we certainly can't wait for the checks to come in the mail. Then say, "That makes sense, doesn't it?"
Let them know that we do provide them with their report online and we will send an email or fax on the first of each month notifying them of the amount.
Ask them if they would prefer to use a credit card or debit card (if it is in the same format as a VISA or Mastercard) or set up a ClubAccount with a $50 deposit (for other currencies, use our Currency Converter to tell them how much the deposit will be).
Answer Questions, Completing the Application
After completing the presentation, ask them if they have any questions, while pulling out the application form. Answer their question(s) briefly. If possible, let them know that you will help them take care of it when you come back to get them set up.
Then confirm their Business Name and start to complete the application When you get to the Referral Fee %, ask them which option and what percentage they feel they would like to start at (reminding them that they can change it whenever they want). If they say they need to think about that, suggest that they start with the free 5% tracking option and if and when they want to change it, they can.
If they are "unable" to provide a credit card, offer them the option of making a deposit to set up a ClubAccount to deduct their fees from. If they choose to set up a ClubAccount and prepay the deposit by giving you cash or a check (and pay for an upgrade package), provide them with a receipt (for cash) and deposit their payment into your bank account, then fund your ClubAccount (if necessary) with the same amount of money they have paid. Upon submitting the application, you will receive an email with directions on how to transfer the necessary funds from your ClubAccount to set up their ClubAccount.
Even if they have selected one of the free Marketing Packages, go over what they can get if they select one of the upgrade Marketing Packages and explain them how the various upgrade options can benefit them.Compare these one-year investments to one or two weeks of newspaper advertising.
Have them sign the application, then provide them with a copy of the Terms of Agreement. If they have selected the free, tracking option, set an appointment as soon as possible, to come back and get them "set up". Otherwise, log them in to their Merchant Interface (if possible) and leave them a copy of the URL and their log in information. Be sure to place a sticker by/on their front door on your way out. Overcoming Objections
Overcoming Objections- Member Application Despite your best efforts, some may say "no" or more likely, put you off. "I need to think about it" or "I have to talk it over with _____".
When this happens, ask them what specifically is it that they have to "think about" - the percentage they want to give OR how to have us debit their account? Do your best to answer the objection (as previously shown) but do not push them. Help them fill out a cardholder application, so they can see how it works and then find out when you should get back with them.
Tip:Do NOT talk with them about referring others until AFTER the application is signed.
Send an email to them after their sign up to confirm the "Set Up" date and time and to provide them with a link to the Merchant Partner information, for them to consider doing.
Follow Up and Follow Through For those that have not said "no", but have put off the decision, follow up with them after you have some "news" about new Merchants and/or card distribution.
More importantly, go out and work with someone else. Don't let meeting your goals for sign-ups be based solely on follow ups. Contact new Merchants!
ClubShop Rewards Merchant Set Up
After you have signed up a Merchant that has selected the tracking option, you will need to arrange a time to get them "Set Up" to receive the ClubShop Rewards Card and train them on how to transmit the transaction information to HQ, as well as orient them on becoming a Merchant. You may also need some time to reacquaint them with the benefits of upgrading their Marketing Package, and becoming a Partner, by selling cards.
As this "Set Up" time can take up to an hour (and because you may need more time to order a scanner or arrange to transfer funds to their ClubAccount), it is usually necessary to make another appointment to meet with them, after the sign up has been done. If the Merchant elects to pay their fees by credit card and submit the transaction information manually, and if you have access to an online computer, you may be able to get them "set up" directly following their "sign up".
Merchant Set Up Preparations
1. Determine their Method of Payment to pay for their future Referral Fees and their upgrade fees, if applicable.
Credit Card or Debit Card - If their credit/debit card has been approved, you will receive a notice of its approval, along with the Merchant's ID number. Print out a copy of this notice for future reference. If their credit card is not approved, only the Merchant will receive a notice, which explains the reason for non-approval. If this happens, you will need to follow up with the Merchant to use a different credit card or to help them set up and fund their ClubAccount to pay for their fees.
ClubAccount - If the Merchant elects not to use a credit card or debit card, then you will need to help them fund their ClubAccount. The easiest way to do this is to have the Merchant pay you directly,providing them with a receipt for the money they gave you. They will need to provide you with enough funds to pay for their deposit and to pay for any upgrade package, if selected. You will then need to deposit their payment into your bank account and fund your ClubAccount if necessary, then submit a Transfer Authorization Form to authorize our Accounting Dept. to transfer the funds from your ClubAccount to the Merchant's ClubAccount.
2. Determine their method of transmitting the transaction information to DHSC.
MANUAL - This is the best recommended method for most Merchants to begin with. If they elect to use this method by entering the transaction information on a Merchant Transaction Entry Form , determine if they have Internet access to be able to input the information at their Merchant Interface, or if they will need to Fax the form to you or if you will need to pick up the form and input the transactions yourself. If a Manual method is selected, the minimum acceptable time to transmit the transactions is weekly, although the more frequently done the better.
CELLPHONE - A cellphone can also be used to manually submit text messages with the required transaction information. This option will require that a cellphone always be available and depending on the phone plan the Merchant has, can be somewhat costly if sending individual text messages for each transaction. For more technically savvy people, a cell phone can be used to record the text messages, then downloaded to a computer with Internet access, for the transactions to be "copied and pasted" into the Merchant's Transaction Online Entry form to be submitted.
SCANNER AND COMPUTER - In order to use this method, the Merchant will need to have access to a computer that can be online, at the point of sale. The type of scanner that we recommend that they use or purchase should be an inexpensive USB Barcode Scanner. You should research the most affordable scanners that are available where you live, so that you can refer the Merchant to purchase one, or so that you can purchase one for your Merchant and have them pay you for the scanner when you get them "set up". If ordering a scanner online (preferably from a ClubShop Mall store), allow for the time it will take to receive the scanner, in making your "set up" appointment.
SCANNER AND CELLPHONE - In order to use this method, the Merchant will need to have a cell phone (and text message plan) that can work with the required wireless scanner (LaserMagic Professional). In addition, they will probably need for this cell phone to be used exclusively for this purpose during business hours. To view a list of acceptable cell phone platforms that will work with the LaserMagic Professional Scanner, and to order a scanner, go to the Serialio Store at the ClubShop Mall. If the Merchant's cellphone is not listed, they may consider purchasing a new cellphone to use exclusively for this purpose. Therefore, you should also research the most affordable cellphones and text messaging plans in your area, that will work with the scanner.
Set Up Procedures
1. Make sure that your "Set Up" appointment is made during a time that the Merchant will not be distracted or interrupted. Bring everything necessary to get the Merchant properly "set up", including:
Copy of their Merchant Application (if previously completed printed application)
If applicable, Scanner or Cell Phone (if purchased by you for them)
If applicable, ClubShop Rewards Cards for them to purchase and distribute (at least 50) and any other Partner materials (Brochures, List of Merchants, Cover Letters, Application Drop Box)
2. Have them open their Merchant Interface page at https://www.clubshop.com/maf/home a sample Merchant Interface can be seen by logging in with the following information: Username: bill | Password: mac | ID: 41 | Select Main Store and explain to them how to navigate the site to find the information they may need. Using the directions at the Merchant Set Up page at their Merchant Interface, train the Merchant on how to record and submit transactions, depending on the method(s) they elect to use. ALWAYS show them how to use the Manual Method as a back up method, in case they experience a problem with their Internet access, cell phone or scanner use.
3. Explain how to initial or stamp receipts. Go through how they will process any returns, to ensure that they will not pay a Referral Fee on any returned items.
4. Show them their Merchant Transaction Report and explain how they will get an email on the first of each month, confirming the transactions and the amount they will be paying the company on the 5th of each month as Referral Fees.
5. Review their Payment Method and if they are using their ClubAccount, train them on how to open their ClubAccount page and how to fund their ClubAccount for payment of future Referral Fees.
6. IMPORTANT - THIS IS REQUIRED FOR THE MERCHANT TO BECOME "ACTIVE" AND FOR THEIR LISTING TO APPEAR AT CLUBSHOP.COM. Return to the Merchant Set Up page and have the Merchant read the statement at the bottom of the page and click on the Activate button. Then show them their listing at www.clubshop.com
7. Answer any questions they may have and explain when the Card Distribution Phase for your campaign will take place. Leave them with your business card and ask them to contact you once they have their first ClubShop Rewards customer, so you can make sure that the everything went okay. Apply their Merchant Sticker to the inside of a glass front door or the inside of a window next to the front door (next to any credit card stickers), on your way out.
