The 5 Minute Call Script for Securing Merchant Statements (Without Sounding Pushy)

Referral agents often ask one question above all others: “How do I convince a busy owner to hand over recent merchant statements?” That PDF or phone photo may look like a stack of numbers, yet it is the passport that unlocks quoting. Without it, AdaptMS analysts cannot calculate exact savings, and the inside sales team cannot close.

This step by step guide teaches a respectful, five-minute phone conversation that consistently wins the documents while keeping the owner comfortable. Definitions for any industry shorthand appear in parentheses the first time you see them, so newcomers never feel lost.

Why Merchant Statements Matter

A merchant statement is the monthly report a payment processor sends to a business. It lists total card volume, average ticket, card brand mix, and every fee charged. From that grid the pricing team extracts three critical data points:

Interchange (the base rate set by Visa, Mastercard, and other networks).
Processor mark up (the margin the current provider adds).
Ancillary fees such as statement, gateway, and PCI compliance charges.

Because every line item is visible, AdaptMS can pinpoint real dollar savings instead of quoting a generic “as-low-as” rate. When a prospect uploads two consecutive statements, the analysis is even more accurate because seasonal swings flatten out.

The outcome? Faster proposals, higher credibility, and a close rate well above 70 percent for leads with complete statements in the portal.

Pre Call Preparation: Set Yourself Up for a Yes

Time invested before the call cuts minutes during the call. Follow this short checklist:

Research the business. Browse its website, Google listing, and social reviews. Note peak hours, ticket size, and whether they advertise gift cards or pay at table tech.
Plan your credibility line. In one sentence mention a similar client and a measurable result. Example: “We helped a boutique hotel in Austin lower card fees by 17 percent last quarter.”
Open the partner portal. Stay logged in so you can grab the secure upload link instantly instead of promising to send it later.
Dial when owners pick up. Early weekday mornings (08:00–10:00) or late afternoons (16:00–18:00) often avoid rushes.

Tip: Add the owner’s first name, preferred channel, and time constraints to your notes. Personal details make follow up feel natural.

The 5 Minute Call Script

Below is a proven template. Adapt wording to your own voice, but keep the flow.

1. Friendly Opening (30 seconds)

“Hi Taylor, Alex here with Adapt Merchant Services. We help independent cafés keep more of every card sale. Is now okay for a two-minute chat?”

Asking permission lowers defensive walls and shows respect for the prospect’s schedule.

2. Value Hook (45 seconds)

“Most owner operated cafés we review find 8 to 20 percent in unnecessary card fees. The first step is simply letting us benchmark your current rate.”

Instead of promising the moon, cite a realistic range verified by internal data. The word “benchmark” feels analytical, not salesy.

3. Clear Statement Request (60 seconds)

“Could you email the last two monthly statements, or if it is easier, snap phone photos and drop them into our secure link? I can text that link right now.”

Offer a choice so the owner controls the method. Emphasise the security of the uploader to ease data privacy worries.

4. Confirmation and Next Steps (45 seconds)

“Thanks, Taylor. Once I receive the files, our analysts will create a side by side comparison within two business days. I will call to walk you through it and you decide the next move. Does Wednesday afternoon work?”

Specific timeline plus “you decide” keeps pressure off and prevents ghosting.

Total elapsed time: just under five minutes, including pleasantries.

Handling Pushback Without Pressure

Objections are not rejection; they are requests for reassurance. Keep responses short, factual, and option-based.

Prospect says…	Sample reply
“I am tied up.”	“Understood. When would a quick call tomorrow fit better?”
“Email me info first.”	“Sure. I will send a one-page overview and the upload link. Could we touch base after you have skimmed it?”
“Rates are fine.”	“That is great. If the numbers confirm you already have the best deal, you gain peace of mind. If they do not, you gain leverage; either way you win.”
“Is this secure?”	“Yes. The link uses the same 256-bit encryption banks require. Files go straight to our underwriting vault and delete after 90 days.”

Notice every answer finishes with a question that moves the conversation forward.

After the Call: Upload and Handoff

AdaptMS designed the referral workflow so agents exit the process quickly:

Send a recap email within 15 minutes.
Subject: Secure link as promised
“Hi Taylor, here is the uploader we discussed. Drag the April and May PDFs in any time today. Once I get confirmation, our team will run the comparison and I will share results on Wednesday at 15:00.”
Enter the lead in the portal. Capture business name, owner contact details, and appointment time. Attach notes about pain points or key phrases.
Tag inside sales. Mark the lead “statements pending” to alert the quoting queue.
Set a calendar reminder. Even though the inside team will own the close, you remain the face of the relationship. A punctual follow up shows reliability. A light-touch nurture; often a single check in text keeps momentum.

Glossary for New Agents

Interchange: Base card fee set by the major networks, non negotiable for processors.
ISO (Independent Sales Organization): A company registered to resell processing services under its own brand.
MID (Merchant Identification Number): The unique account number tied to a single business location.
Chargeback: A reversal of funds when a cardholder disputes a transaction; high chargebacks raise processing risk and cost.

Keep this list handy; it will demystify every statement you read.

Key Takeaways

Preparation: research, credibility line, open portal; cuts call time in half.
A 4-step script (opening, value, request, confirm) wins statements politely.
Pushback is natural; offer options and a question to keep dialogue alive.
Immediate email recap plus portal entry triggers the AdaptMS quoting machine.
Referral agents close zero paperwork yet earn ongoing residuals.

Every successful referral begins with that statement upload. Master the five-minute script today and start feeding your pipeline with data-rich leads.

Ready to put this playbook into action? Sign up as an AdaptMS referral partner and gain access to live coaching, training videos, and a portal that tracks each commission payment.