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Table of Contents

Lead Story

The payments journey: From point of sale to points of commerce - Part 2

Dale S. Laszig

News

Industry Update

Wells Fargo probe exposes high merchant fees

NAC challenges FICO on ATM fraud

Harbortouch teams with Bar Rescue host on smart POS

Supreme Court likens surcharging to free speech

Features

IoT changes retail dynamics

Views

ISOs take note: The value of operational expertise is skyrocketing

Adam T. Hark
Preston Todd Advisors

The sobering state of cybercrime today

Brandes Elitch
CrossCheck Inc.

Education

Street SmartsSM:
Should you register as an ISO?

Aaron Nasseh
Finical Inc.

The CFPB's active past, uncertain future

Brett Husak
National Bank Services

Semi-integrated solutions accelerate your EMV transition

Naga Jagadeesh
ThoughtFocus

Navigating regulatory, financial MSB hurdles

Theodore F. Monroe
Attorney at Law

Company Profile

Super G Capital LLC

New Products

Enterprise-level CRM for payments industry

P2
POS Portal Inc.

Secure, all-in-one developer's toolkit for mobile apps

DIGIPASS for Apps solution
VASCO Data Security International Inc.

Inspiration

Simple questions set the stage for results

Departments

Letter From the Editors

Readers Speak

Resource Guide

Datebook

A Bigger Thing

The Green Sheet Online Edition

April 24, 2017  •  Issue 17:04:02

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Inspiration

Simple questions set the stage for results

Whether you're on a cold call or at an appointment with an interested prospect, if you're meeting for the first time, it can be difficult to establish rapport. As a merchant level salesperson (MLS), you may encounter any number of personality types while on the job.

Sanjay Srivastava, an associate professor in the Department of Psychology at the University of Oregon and director of the university's Personality and Social Dynamics Lab, studies how personality affects and is affected by the social environment. He and other researchers subscribe to the theory that there are five personality types, dubbed the Big Five described at http://pages.uoregon.edu/sanjay/bigfive.html as follows:

A little preparation goes a long way

Of course, you don't need to study this or any other system of human personality traits to excel at your job, but it does help to realize that people have tendencies that affect their responses to you that have nothing to do with you and what you have to offer. People who are extraverted, agreeable and open to new experiences may be easier to deal with initially; those who are highly organized and thorough might ask more detailed questions than you'd like, and those who are moody or anxious might increase your level of tension and make it more difficult for you to function optimally.

So how can you prepare when you can't be certain what type of person you're about to encounter?

In Good Selling! The Basics, Paul H. Green offered suggestions for getting past awkward first meetings. "It may help to take a few minutes and get to know the person a bit before jumping in with both feet," he wrote. He suggested the following transition phrases to start building relationships with prospects:

  1. Your staff is very personable. Do you have special employee programs to keep morale up?
  2. I saw you in the paper (saw your company on the business page, etc.). Do you have a PR department or do you do that on your own?
  3. I saw an article about your type of business in Sunday's paper. Did you see it?
  4. This is an excellent location. Do you get a lot of traffic from XYA's store?
  5. It seems that you run the show around here. How many hours per week are you here?
  6. I see your plaque on the wall. Who is it from?

This should help you come up with a list of go-to questions tailored to your target merchants for those times when it appears a conversation could head into awkward territory. Often, it's low-tech tools that help close accounts and sometimes even lead to life-long friendships as a result.

Notice to readers: These are archived articles. Contact names or information may be out of date. We regret any inconvenience.

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Spotlight Innovators:

North American Bancard | USAePay | Impact Paysystems | Electronic Merchant Systems | Board Studios