What to Say When a Merchant Wants Details You Do Not Have
Imagine you ask a merchant for two recent processing statements and they fire back a question about PCI compliance or interchange fees. It can stall any conversation.
Remember, your role is simply to collect those statements and accurate contact details so our specialists can step in. Use the steps below to keep things moving smoothly.
Focus on the real mission
Your one goal is to gather two recent statements and correct contact information.
You are the friendly connector, not the compliance expert. Keeping that front and center makes every call calm and clear.
Bridge phrases that buy time and build trust
- “Great question. I’ll connect you with our analyst who handles that every day.”
- “I want to make sure you get the right answer. May I arrange for our specialist to call you this afternoon?”
- “Instead of guessing, let me send your last two statements to our pricing desk and get you a clear reply.”
Each line shows respect for their concern and reminds them you have a deeper team ready to help.
Five curveball questions with safe replies and next steps
What exact rate will you give me?
Reply – “Rates vary based on your card mix. Our analyst will quote after reviewing your two statements.”
Next step – Ask for those statements and confirm their email.
Are there long contracts or exit fees?
Reply – “We offer flexible terms. I’ll have our account manager send you the specific wording.”
Next step – Log a callback task in your system.
How soon can I switch and be live?
Reply – “Implementation can be as quick as forty eight hours once we have your paperwork.”
Next step – Confirm the business name and desired timeline.
Do you handle American Express?
Reply – “Yes we do. I’ll confirm the current pass through costs with our specialist.”
Next step – Note their question in your CRM.
Can you integrate with my current POS?
Reply – “Most likely, though compatibility depends on your exact version. I’ll pass this to our tech lead for a definite answer.”
Next step – Capture the POS model details in your notes.
Close the loop clearly
Before ending, recap next steps:
“Perfect. I’ll forward your statements and POS details right now. Alex from our pricing team will call you tomorrow with the numbers. Does that work for you?”
A clear summary sets expectations and keeps the lead engaged.
Log every detail right away
While it’s fresh, open the portal. Record the merchant’s questions, upload any statements, or set a follow-up reminder. A smooth handoff helps our specialists move fast and brings your commission closer.
Quick takeaway
You don’t need to be a payments encyclopedia. Arm yourself with a friendly bridge phrase, a promise to involve the right expert, and a neat handoff in the portal. Master these three moves and every tough question becomes a straightforward path to a closed deal.