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Education

The time eaters may have developed bad habits before Getting everyone on the same page when submitting deals
entering the payments industry, and perhaps their ISOs makes it easier for your own staff, as well. Staff members
may not have given them a heads up about ongoing become less concerned about slipping up on something
training that is available to them. If an individual refuses that shouldn't be mentioned. Inclusion versus exclusion is
training or continues to make mistakes due to lack of what I have found to be the best method of putting a team
knowledge and expertise, this is the time to say goodbye. together.
When my colleagues and I looked at our sales group, Be a transactionologist
we realized the obvious: the best agents were the best An agent who is sincere and desires to learn is very
educated in our industry. The time spent in the industry valuable. A professional agent who attends webinars on
did factor into this, but we do have relatively new sales a regular basis is a priority. Sales professionals who are
agents who actively developed their industry knowledge willing to assist their merchants and who answer their
and became extremely efficient after only six months on merchants' phone calls promptly are also valuable. Agents
the job. who understand the value of building a residual stream
are the most valuable. Agents who learn about the tools of
In looking at other industries, or even within our industry, processing are a welcomed relief.
the ideal situation for fostering results is ongoing
education. If someone doesn't learn the trade, just like if So, in essence, we are not much different than any other
someone doesn't pass any licensing exam, drop them. industry. If you want to be good at this business, you

Insist on professional development need to listen and learn, and maybe look at the business
like you are a transactionologist. A transactionologist is
Yes, we all hear the same thing from agents: I can't make someone who has a keen understanding of every aspect of
the webinar or the training. Well, if that is the excuse, our processing industry and who is also honest and fair-
let them re-schedule the training time with you at their minded.
convenience. If that doesn't work, drop them. This business
depends on how sales agents perform, and if they do not Steven Feldshuh, President of Merchants' Choice Payment Solutions
have time for training, drop them. East, has 18 years' experience in sales and ISO development. Directly

Working with outside sales offices can bring additional prior to joining MCPSE in 2012, he was President of Payment Partners.
issues. It is great to receive multiple applications, but if all In his current position, Steven devotes the bulk of his time to assist-
the apps come in with missing information, you have one ing agents in building their portfolios. Contact him by email at
crazy mess. You may also have to overcome the obstacle stevenf@mcpseast.com or by phone at 212-392-9202.
that a sales office may not want you to directly work with
their people, for various
reasons. In this case you
have to either hope that the
owner of the office does a
great job training, or you
need from day-one to stress
your involvement with the
agents as being part of their
contract.

Some groups working with
our ISO want to handle
every detail themselves
and not involve us; other
offices basically hand their
agents off to us. I prefer the
second situation, because
it allows us to be there to
help their office grow. With
any sales office, building
immediate rapport with
the sales agents is most
important. It is crucial that
they understand the full
picture.

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