Success Tips

Suggested Questions for card customers

• Who do you use for merchant services? ‐ or ‐ How are you currently accepting credit card payments?
• Does a local representative visit you onsite when needed?
• Are funds deposited the next day? If so, do the American Express and Discover funds also deposit the next day?
• How much time does it take for you to reconcile your batches with your bank deposits?
• What is your processor doing to ensure that your data and your customer’s data is secure?
• Do you accept payments online?
• Do you accept payments off‐site?
• Are you leasing equipment? If so, is it month‐to‐month with no termination penalty?

The Heartland Advantage for card customers

• Heartland RMs live and work right here and provide excellent customer service.
• If a batch is closed by 8 p.m. EST, funds are deposited the next morning.
• There is only one deposit for all major card brands — including American Express and Discover — making it much easier to balance the books. Also, funds are received much faster than other processors.
• Heartland does not charge “junk fees” or hidden fees. Customers know exactly what they are paying and why, because Heartland statements clearly define every charge.
• Heartland does not arbitrarily increase pricing.
• Heartland does not trap merchants with oppressive leases for aging equipment.

Once your customer says they would like to know more, please send their contact information to your Heartland RM (Card) or SPA (Payroll), using the Partner Portal.

Suggested Questions for Payroll

• How are you currently handling your payroll?
• Are you using an HR system to manage employees and ensure that you are in compliance?
• Do you offer direct deposit and/or payroll cards for your employees? Do you pay extra for those services?
• Are your employees able to access their information online?
• Do you have a compliant time and labor system?
• How do you handle your HR needs and questions?
• Do you have an employee handbook, and when was it last updated?
• How are you staying up to date with the ever‐changing state and federal labor laws?
• Are you taking advantage of the tax credits available to you as an employer?

The Heartland Advantage for Payroll customers

• Heartland is a full‐service payroll and HR provider and they are our partner of choice.
• Heartland’s philosophy is “Honesty, Fairness, and Transparency.”
• Our Heartland payroll representative is local and will provide ongoing service.
• Heartland does not arbitrarily increase pricing.
• Heartland has a simple pricing structure with no “nickel and dime” or hidden fees ‐ customers will always know exactly what they are paying and why.
• Heartland offers a cloud‐based application, providing easy access to tools, forms and reporting.
• Heartland supports small and medium‐sized businesses by providing access to multiple HR generalists and attorneys to assist employers with questions and compliance.

Once your customer says they would like to know more, please send their contact information to your Heartland RM (Card) or SPA (Payroll) by entering it into the Partner Portal.

Referral Process Reminders

• Speak with customers using the “Conversation Starter” talking points.
• Speak to the value of Heartland. Price should not be mentioned other than to say Heartland provides clear and transparent pricing, and the customer will know exactly what they are paying and to whom.
• Once the referral is entered into the Partner Portal, you can step back and let your Heartland partner take over the sales process from there! They will update you throughout the process and ask for assistance if needed.
• Your Heartland RM/SPA will have a pricing discussion with the customer. Please do not ask for a proposal or pricing comparison to give to the customer.
• If you would like to attend the meeting with Heartland, be sure to let your RM/SPA know, but always allow them to run the sales process. There are reasons for their methods.
• Questions that are not in direct support of the sale should only be asked after the meeting and away from the customer.
• Questions to your Heartland partners are welcome, but please remember that they are the merchant services/payroll experts, and YOU are the expert at your own business.