Synchrony Car Care Orientation Guide

Transcription

1 Synchrony Car Care Orientation Guide We re delighted to help you help your customers! Rev. July 2018

2 NOTE: This is for INTERNAL USE ONLY and is not to be shared with consumers for any reason.

3 Table Of Contents 1 Program Overview Special Financing Options Applying And Transacting Payment Discussions How To Process Pages with a symbol contain important compliance information. Throughout this document we have included images of some Synchrony materials and web pages. These images are only used for representations, not content, therefore they are marked SAMPLE and the actual versions may be slightly different from what you see in the guide. Credit extended by Synchrony Bank

4 This page intentionally left blank.

5 Program Overview Let s introduce ourselves! 1 5

6 What Are The Top Things You d Like To Know Today? Help Us Understand Your Business Increasing average ticket size Offering customers convenient special financing options Closing more sales Increasing customer satisfaction Attracting new customers Building customer loyalty Action Place a check next to the top 3 things you want to improve for your business. 6 1

7 This Is The First Step To Offering Financing Options For Your Customers. We re eager to understand your needs! Today I will Demonstrate how to achieve your business goals by offering a Synchrony Car Care credit card (aka financing ). Show how financing can help your customers get the tires, services or parts they really want or need. Review What you need to know about offering financing fairly and compliantly. Show how to comply with the applicable Federal and State regulations. Get you set up and ready to introduce financing to your team and customers as part of your sales process. 7 1

8 Who Benefits From Financing? Customers Benefit. You Benefit. Everybody Wins. Your Customers Can: Buy what they want, when they want it, and pay how they want.* Your Business Can: Get more sales, from more customers, with more loyalty. PLUS With your Synchrony Car Care financing program, you get payment in just 2 business days, and purchases are non-recourse** Pause & Chat Have you ever bought anything using financing that you wouldn t have purchased otherwise? Would there be any reason you wouldn t offer it, along with other payment options, to every customer? *Subject to credit approval. **You must validate 2 forms of ID on the application for non-recourse. Subject to any chargeback rights in the Synchrony Merchant Agreement and compliance with Synchrony Operating Procedures. See your Operating Guide for additional information about fraud and chargebacks. 1 8

9 Financing Benefits All Consumers Cash Management Upgrades Budgeting I like to take advantage of special financing offers and save my on-hand cash for other things I want to use financing to purchase better tires than I can get with on-hand cash I need to use financing to make a purchase at this time Business Benefit: Customer Loyalty Business Benefit: Bigger Tickets Business Benefit: Close More Sales 1 9

10 This page intentionally left blank.

11 Special Financing Options Convenient, flexible options 2 11

12 Financing Options Explained* Do you know your available promotions? Deferred Interest: Also known as No Interest if Paid in Full Minimum monthly payments are required, which may or may not pay off the promotional purchase by the end of the promotional period. This means in order to pay the promotion in full before the end of the promotional period, the cardholder may need to pay more than the minimum monthly payments If monthly payments are made by their due dates and the purchase is paid in full within the promotional period, interest is not assessed on the promotional purchase Non-Promotional Sale: May also be called a core sale Entire purchase must be paid in the first billing cycle to avoid interest charges Just like purchases made with most general use credit cards *Some promotions are not available in all markets. 2 12

13 Deferred Interest/No Interest If Paid In Full* Repayment Scenarios For The Cardholder Flexible ways to manage payments $1,200 Six-Month Deferred Interest/No Interest if Paid in Full* Financing Option: 3 scenarios to show how the cardholders may choose to make their monthly payments. Note that the outcomes below assume that there are no other balances on the cardholder s account. MONTH 1 MONTH 2 MONTH 3 MONTH 4 MONTH 5 MONTH 6 OUTCOME 1 Minimum Payments Only* $42 $41 $40 $38 $37 $36 Interest Accruing Promotional Balance $966 + $ Interest Charged 2 Minimum Payments $42 $41 $40 $38 $37 + Payoff* Interest Accruing $1,002 Promotional Balance $0 No Interest Paid 3 Equal Monthly Payments $200 $200 $200 $200 $200 $200 Interest Accruing Promotional Balance $0 No Interest Paid In order to pay the promotion in full before the end of the promotional period, the cardholder may need to pay more than the required minimum monthly payments. Be sure that the cardholder understands the risks of not paying off the promotion before the end of the promotional term. Examples shown are for a Six-Month Deferred Interest promotion. Multiple promotional or other purchases on an account may change payment allocation. *The values used are for illustrative purposes only. Amounts may vary. 2 13

14 Things To Remember About Deferred Interest Promotions The customer must make at least minimum monthly payments. Note: making only minimum monthly payments may or may not pay off the promotional purchase by the end of the promotional period. This means in order to pay the promotion in full before the end of the promotional period, the cardholder may need to pay more than the minimum monthly payments. Interest accrues during the promotional period. To avoid paying the accrued interest, the entire promotional purchase balance must be paid in full by the end of the promotional period. If balance is not paid in full within the promotional period, the accrued interest is added to the account balance, and the balance will continue to bill interest at the account level Annual Percentage Rate until the balance is paid in full. Cardholder may be charged fees for late payments. 2 14

15 Applying And Transacting Here are the nuts and bolts! 3 15

16 How Synchrony Car Care s Credit Card Program Works You offer financing. Customer completes financing application. Credit Card Agreement must be in the customer s hands before they sign the completed application. You submit the completed, signed application to Synchrony via Business Center (the Synchrony online point of sale system) or via your Synchrony terminal. If application is approved, you complete the sale when customer takes delivery Customer receives card in the mail within two weeks. Customer receives monthly statement and makes any required payment. After activating their card, the customer returns for repeat purchases. You process the repeat sale using Business Center or your Synchrony terminal. The customer can use their available credit line to make additional purchases. Subsequent purchases can also qualify for promotions that are available at the time of each purchase not just the initial purchase. You can only charge for products and services that are being received by the customer at the time of sale. Future delivery must be transacted using the Auth Only and Forced Purchase processes (see pg. 46 for details). 3 16

17 Store Instructions: 1. If the sales receipt prints the promotion period and APR, staple it to this Important Promotional Information document. If the sales receipt is not available or does not print the promotion period and APR, fill out the information on the reverse side. 2. Provide this Important Promotional Information document to the customer, with the sales receipt stapled to it if available, prior to requesting the customer s signature. With Payment Deferred Interest No Interest if Paid in Full Within Promotional Period No interest charges will be assessed if the promotional purchase balance is paid in full within the promotion period stated on the attached sales receipt or the reverse side of this document. If the promotional purchase balance is not paid in full by the end of the promotion period, interest will be imposed from the date of purchase at the Purchase APR shown on the attached sales receipt or the reverse side of this document. Minimum monthly payments are required. Making only the minimum payments required by your monthly statement may not pay off the promotion within the promotion period. Regular account terms apply to non-promotional purchases and, after promotion ends, to promotional purchase. Equal Payment/No Interest No interest will be assessed on your promotional purchase balance until promotion is paid in full. Equal monthly payments are required and will be equal to the initial promotion purchase amount divided by the number of months in the Promotion Period stated on the attached sales receipt or on the reverse side of this document. The equal monthly payment will be rounded up to the next highest whole dollar and may be higher than the minimum payment that would be required if this was a non-promotional purchase. Regular account terms apply to non-promotional purchases. Fixed Payment/Reduced APR Interest will be assessed on your promotional purchase balance from the purchase date at the 7.99% Promotional APR until promotion is paid in full. Fixed monthly payments are required, and will be calculated as follows, based on the number of months in the Promotion Period stated on the attached sales receipt or on the reverse side of this document: On 12 month promotion the fixed monthly payment will be % of initial promotion purchase amount; on 24 month promotion % of amount; on 30 month promotion % of amount; on 36 month promotion % of amount; on 48 month promotion % of amount; and on 60 month promotion % of amount. The fixed monthly payment will be rounded up to the next highest whole dollar and may be higher than the minimum payment that would be required if this was a non-promotional purchase. Regular account terms apply to non-promotional purchases. Not all promotions are available at all stores. Offers are subject to credit approval. Please visit mysynchrony.com to view account information or make payments (08/2014) DI/NI/Reduced APR 7.99% Store Instructions: To obtain the information below, call Client Services, select the Authorization option and choose AUTHORIZATION or SALE as applicable. You will need the cardholder account number, transaction amount and promotional transaction code to complete your request. Complete all fields below, have the customer sign this document and then attach it to any other customer sales documents. Check One Check One Payment Type: Interest Type: Promotion Period: Promotion APR: Purchase APR: q With Payments q Deferred Interest q Equal Payments q No Interest (minimum 6 months) q Check if variable* q Check if variable* q Fixed Payments q Reduced APR * If this rate is variable, the rate varies with the market based on Prime Rate. $ Print Cardholder Name Cardholder Signature Date Amount of Last 4 digits of Purchase account number Your signature on the attached receipt and/or this form acknowledges that you have received and/or placed an order for goods and/or services from a Synchrony Bank merchant. You hereby agree to perform the obligations set forth in your Cardholder Agreement with Synchrony Bank. See IMPORTANT PROMOTIONAL INFORMATION on the reverse. Store Instructions: Please make a copy for your records when giving this original document to the customer (08/2014) DI/NI/Reduced APR 7.99% Pick Your Way to Apply And Transact What works for you, works for us Business Center (Preferred) bc.syf.com Provides Robust daily and historical reports Sales receipt and promotional terms in one convenient document Marketing Tools My Customer List Business Locator Requires Computer and printer Internet connection Advertising Center bc.syf.com Provides You can instantly get the right headlines and disclosures for your specific offerings in the Advertising Guidelines file, located in Advertising Center under Resources Terminal Provides Daily Transaction Reports No Historical Reports Note: Terminal only provides a Sales receipt. The Optional Financing Plan (OFP) form is a separate REQUIRED document. Requires Analog telephone line Optional Financing Plan (OFP) forms: front IMPORTANT PROMOTIONAL INFORMATION COMPLETE THE FORM BELOW WHEN THE SALES RECEIPT DOES NOT PROVIDE THE PROMOTION PERIOD AND APR OR WHEN A SALES RECEIPT IS NOT AVAILABLE. back % % Action Now you try transacting! 3 17

18 Completing And Submitting The Application If submitting the application via Business Center, you may choose to complete applications interview-style with the customer instead of using a paper application. See page 42 for details. 1. Give the Credit Card Account Agreement to the customer before they apply (prior to signing the application). For hearing and speech impaired applicants with no home phone number submit the application to Customer fills out top section of application and reviews the information in the middle section. 3. Joint-applicant (if desired) completes the second section. 4. Make sure all information is complete and the application is signed. Note: if submitting the application through Business Center, the completed application must be printed and signed before it can be submitted. 5. Verify applicant s primary and secondary ID. Note: Synchrony does not require or advocate the photocopying of customer identification. Valid (Non-Expired) Identification Primary - State or government issued non-expired IDs (Driver s License, State ID, Passport, Military ID, or Resident/Alien Green Card). Secondary - Major Credit and Debit Cards (VISA, MasterCard, American Express, Discover) Department Store Cards, or Gas Cards with the customer s name and an expiration date on them. 6. Fill out the bottom section. Note: The account information should be filled in after the application is submitted and a decision is returned. 7. Submit the application via Business Center, Terminal, or phone. 8. Retain all signed applications in a secure location for no less than 25 months. Please see your Card Acceptance Agreement for additional retention requirements Instant Decision John A. Doe Main St. Dayton OH johns @ .com 2, Jane B. Shopper Credit Rd. Dayton OH johns @ .com 2, $4,500 Visa Chase 06/2019 MC Capital One 08/ Ensure that the customer has been provided with the account credit card agreement for their review prior to signing and completing the application process! 18 3

19 Application Tips Instant Decision 1. Enter the customer s primary phone number here. 2. A secondary phone number is recommended but optional. 3. Monthly Net Income is the customer s take-home pay after all taxes and deductions are taken out. This amount is for the individual s income, not the household income. This is income that the customer has reasonable access to. Alimony, child support and other maintenance payments do not need to be included unless the customer wants this income to be considered. 4. The Joint Applicant section is optional and the Joint-applicant must be present to sign the application before it can be submitted. 5. Enter your 16-digit Merchant ID Number. 6. Enter your name as the employee who verified the customer s IDs. 7. If a transaction amount has not yet been determined, enter your best guess of a ticket amount based on the type of purchase the customer is considering. 8. Account # and Key # will be provided on-screen through Business Center or on the printout via a terminal.* 9. If the customer uses two primary IDs, enter the type of ID and expiration date instead of card type and issuer (e.g., US Passport 10/31/2016 ). * The Retailer section of the application should be partially filled out prior to submitting the application. The Account # and Key # fields cannot be filled out until an application is submitted and approved. 4 9 John A. Doe Main St. Dayton OH johns @ .com 3 2, Jane B. Shopper Credit Rd. Dayton OH , johns @ .com 5 Johnny Salesperson $4,500 Visa Chase 06/2019 MC Capital One 08/ a 8b

20 Application Outcomes What to say about the decision If approved, the applicant and joint applicant (if applicable) receive a Synchrony Car Care credit card in the mail in 7-10 business days for future purchases, but the initial charge can be made immediately upon approval. Call for application processing, assistance with a transaction, or credit limit increase. If your customer is going to apply online from home (if applicable), remind him/her to print out the approval page and bring it in with two forms of required ID. You will use the store section at the bottom of the form to notate IDs. Customer Authentication On occasion, an application may be chosen for a fraud review to protect both you and your customers. When needed, you may be asked to call Synchrony and put the customer on the phone, or the customer may be asked to respond to a passcode message on their home or mobile phone after the application is submitted. Approved I m happy to tell you that your application has been approved. Pending The application came back Pending, which simply means the bank needs to clarify some information. Let s give them a call to see what they need. Note: You must call on a pending application within 24 hours or it will be automatically declined. Declined Unfortunately, the bank wasn t able to approve the application at this time. You will receive a letter within 30 days indicating the specific reasons for the decision. If you like, you may reapply with a joint-applicant. 20 3

21 Optional Financing Plan (OFP) Form The Optional Financing Plan (OFP) form is a crucial document that provides your customers with the information about their purchase with promotional financing. It also helps protect your business from chargebacks by clearly stating the terms of a sale. To fill out the OFP, call Merchant Services at and the Synchrony representative will give you all information to enter on the form. If transacting via Business Center with a sales receipt printed for every transaction, you do NOT need to use OFP forms. When to use an OFP: 1. If transacting via a terminal with promotion details printed on the sales receipt, a blank OFP form must be handed to the customer. The store does not need to retain a copy. 2. If transacting via Business Center without printing a sales receipt, call Merchant Services to fill out the back side of the OFP and get a customer signature. Make a copy, give the customer the original and retain the copy in a secure location for 25 months. 3. If transacting via a terminal without promotion details printed on the sales receipt, call Merchant Services to fill out the back side of the OFP and get a customer signature. Make a copy, give the customer the original and retain the copy in a secure location for 25 months. Make sure customer reads their copy of the OFP for terms and conditions. Front Back IMPORTANT PROMOTIONAL INFORMATION Store Instructions: 1. If the sales receipt prints the promotion period and APR, staple it to this Important Promotional Information document. If the sales receipt is not available or does not print the promotion period and APR, fill out the information on the reverse side. 2. Provide this Important Promotional Information document to the customer, with the sales receipt stapled to it if available, prior to requesting the customer s signature. With Payment Deferred Interest No Interest if Paid in Full Within Promotional Period No interest charges will be assessed if the promotional purchase balance is paid in full within the promotion period stated on the attached sales receipt or the reverse side of this document. If the promotional purchase balance is not paid in full by the end of the promotion period, interest will be imposed from the date of purchase at the Purchase APR shown on the attached sales receipt or the reverse side of this document. Minimum monthly payments are required. Making only the minimum payments required by your monthly statement may not pay off the promotion within the promotion period. Regular account terms apply to non-promotional purchases and, after promotion ends, to promotional purchase. Equal Payment/No Interest No interest will be assessed on your promotional purchase balance until promotion is paid in full. Equal monthly payments are required and will be equal to the initial promotion purchase amount divided by the number of months in the Promotion Period stated on the attached sales receipt or on the reverse side of this document. The equal monthly payment will be rounded up to the next highest whole dollar and may be higher than the minimum payment that would be required if this was a non-promotional purchase. Regular account terms apply to non-promotional purchases. Fixed Payment/Reduced APR Interest will be assessed on your promotional purchase balance from the purchase date at the 7.99% Promotional APR until promotion is paid in full. Fixed monthly payments are required, and will be calculated as follows, based on the number of months in the Promotion Period stated on the attached sales receipt or on the reverse side of this document: On 12 month promotion the fixed monthly payment will be % of initial promotion purchase amount; on 24 month promotion % of amount; on 30 month promotion % of amount; on 36 month promotion % of amount; on 48 month promotion % of amount; and on 60 month promotion % of amount. The fixed monthly payment will be rounded up to the next highest whole dollar and may be higher than the minimum payment that would be required if this was a non-promotional purchase. Regular account terms apply to non-promotional purchases. Not all promotions are available at all stores. Offers are subject to credit approval. Please visit mysynchrony.com to view account information or make payments (08/2014) DI/NI/Reduced APR 7.99% Make sure description matches promotion offered Store Instructions: To obtain the information below, call Client Services, select the Authorization option and choose AUTHORIZATION or SALE as applicable. You will need the cardholder account number, transaction amount and promotional transaction code to complete your request. Complete all fields below, have the customer sign this document and then attach it to any other customer sales documents. Check One Payment Type: q With Payments q Equal Payments q Fixed Payments COMPLETE THE FORM BELOW WHEN THE SALES RECEIPT DOES NOT PROVIDE THE PROMOTION PERIOD AND APR OR WHEN A SALES RECEIPT IS NOT AVAILABLE. Check One Interest Type: q Deferred Interest q No Interest q Reduced APR Promotion Period: (minimum 6 months) Promotion APR: % q Check if variable* Purchase APR: % q Check if variable* * If this rate is variable, the rate varies with the market based on Prime Rate. $ Print Cardholder Name Cardholder Signature Date Amount of Last 4 digits of Purchase account number Your signature on the attached receipt and/or this form acknowledges that you have received and/or placed an order for goods and/or services from a Synchrony Bank merchant. You hereby agree to perform the obligations set forth in your Cardholder Agreement with Synchrony Bank. See IMPORTANT PROMOTIONAL INFORMATION on the reverse. Store Instructions: Please make a copy for your records when giving this original document to the customer Rev. 04/2016 DI/NI/Reduced APR 7.99% To request more OFP forms for your business at no charge, log in to Business Center at then click Help & Resources, or call Merchant Services at Note: In-home sales programs may have a 2-sheet carbonless duplicate OFP form since copy machines are often not available outside of the store environment. 3 21

22 Unacceptable Financing Fees Example: Unacceptable Fee Additional fees may NOT be charged to consumers to apply for or use credit. The price offered to consumers must not separately designate the cost of credit from your regular price. This includes references to application fees, processing fees, surcharges, up charges, price increases or other special charges. For example, you cannot add a processing fee, bank fee, or similar charge on a receipt/invoice. We recommend that you treat the cost of promotional credit as overhead within your General and Administrative expenses that is included on all sales; just like other credit cards. Any fee of this kind that is charged to consumers will be subject to chargeback. 3 22

23 Things To Remember When submitting customer applications, a signature is required and the customer must be given a copy of the Credit Card Agreement prior to submission. Two forms of ID, one primary and one secondary, must be presented by the customer at the time of application. Synchrony does not require or advocate the photocopying of customer identification. Cardholder must be present for all transactions. Cardholder must sign a sales receipt and receive a copy for all transactions, including promotional details. A copy of the completed and signed application must be retained in a secure location for 25 months (actual time period may be longer if specified in your Card Acceptance Agreement). You can only charge for services that have been completed. Please obtain a pre authorization for any products or services that will not be delivered/completed the same day as the sale. If the card is not present, check the customer s ID to ensure that the purchaser is the cardholder to help avoid potential fraud and chargeback issues to your business. Applications must not be solicited in a language other than English unless approved by Synchrony and the customer is provided with the application and credit card agreement in the language used. It is recommended that marketing also be supported in that language. Synchrony must approve the ability to process applications and/or sales transactions in a non-store environment. Merchants that process telephone, online or in-home applications/sales transactions must comply with processing requirements provided by Synchrony. Accounts Receivable balance may not be charged on Synchrony credit card accounts. Be sure to always use current versions of applications and other documents. Updated versions can be found on Business Center (bc.syf.com) under Sales Tools-Disclosure & Reference Documents. You can also order pre-printed forms free of charge in Business Center under Help & Support Order Supplies. If using a terminal, an Optional Financing Plan (OFP) form is required with every transaction. Note: If promotion details are included on the sales receipt, the OFP does not need to be filled out or signed; it may be given to the customer blank. 3 23

24 This page intentionally left blank.

25 Payment Discussions They re easy with Synchrony 4 25

26 The Five Pillars Of Success Suggestions From Your Peers Here are some tips from current merchants who are using a Synchrony credit card program successfully to increase their sales. 1. Advertising: Include Special Financing Available or other mention of your financing program in your regular advertising.* TV, radio and print advertising Direct mail On your web page During on-hold telephone messaging 2. Merchandising: Place your signage in high traffic areas to act as your silent sales force when you aren t with your customer or as a reference point. Also make sure to have signage near your big ticket items and at the checkout.* 3. Training: Train your staff to offer financing to EVERY customer EARLY in the sales process and discuss credit at staff meetings. 4. Pricing: Use financing to help close more sales at higher average ticket amounts. Extra fees cannot be charged to customers using financing, just like extra fees are not charged to customers for using a Visa or MasterCard for their purchase 5. Incentives: Offer reasonable employee and customer incentives. Encourage all employees to talk about financing with every customer. If offering an incentive, contest or spiff for submitting applications, talk to your Synchrony contact for ideas and incentive guidelines. *Refer to disclosures in Advertising Guidelines. 4 26

27 Advertising Guidelines The financing conversation often starts when the customer sees or hears your advertisements. You can instantly get the right headlines and disclosures for your specific offerings in the Advertising Guidelines file, located in Adverstising Center under Resources. There are sections for print, online, television, radio and even social media. 4 27

28 Typical Customer Conversation Steps Customers Want Options Mention your financing promotions and offerings as a by the way message early in the sales conversation Break purchases down into monthly payments when the customer is selecting a product or service Tell the customer about the benefits of financing when they re ready to pay for their purchase In this section we will review How to estimate customer payments and discuss options How to discuss cardholder payment options (with examples) Clear and accurate responses to customer questions and concerns Remember: If using a Deferred Interest/No Interest if Paid in Full promotion, the cardholder may choose to make equal monthly payments or just make minimum monthly payments. It is important to make it clear to the customer that making the minimum monthly payments may or may not pay the entire promotional purchase by the end of the promotional period. 4 28

29 Customer Discussion Examples Customers can purchase today and pay over time* At the beginning of the sales conversation Hi, welcome to our store. Just so you know, we re offering a great 6 months special financing promotion right now*. What brings you in the store today? When the customer is making a decision about what tires or services to purchase As I mentioned before, we have some great special financing promotions available to you*. Would you like to talk through your options and see how much your monthly payments would be, and other key details? Tell me about how and when you discuss price today? How will you incorporate financing into your price discussions moving forward to make sure all customers are aware of their options? When the customer is ready to check out Do you already have a Synchrony Car Care credit card? I can help you with a quick application, and if it is approved, you can use your account immediately so you can take advantage of paying it off over time. Would you like to go ahead and submit an application? *Subject to credit approval for a Synchrony credit card. 4 29

30 Responding To Customer Hesitations Focus on the benefits of paying over time I don t want another credit card. I understand. Other competing general utility bank cards may offer special promotions periodically; however, our card features special promotional financing on an ongoing basis for qualifying purchases. Having a dedicated credit card for special purchases leaves your other bank cards available for emergencies. Additionally, this card can be used for gas at most gas stations nationwide. Therefore you can use it for more than just today s purchase. My credit isn t great. I understand. I ll be happy to process an application for you to see if it may be approved. We also offer the option of applying with a joint-applicant. Action Let s practice to see if you have any questions. I don t have time to apply. Our credit application process takes only a couple minutes, and we usually get an answer back within seconds. I m worried about how my personal information might be used. I can understand your concern about personal information; that is something that we take very seriously. If you like, we can provide a more private location to fill out the application. We process several applications every day and we make every effort to keep your information secure to keep you protected. 4 30

31 Introducing Financing To Your Team Is Easy It s a Team Thing 1. Introduce your Synchrony Car Care credit card program at your next team meeting. 2. Review the benefits of the program for both your business and your customers. 3. Point out the ways to include financing into every sales discussion with your customers compliantly, as well as how to use signage and other visual tools to help your customers understand their financing options. 4. Review the videos, courses and printable tools on the Learning Center website at Click the Where to Start link for a list of core courses your entire team should view. 4 31

32 Put It In Perspective Think of financing as if it is a new product line you re carrying. How can your sales team sell effectively if they don t know that new product up and down? You expect everyone to spend a lot of time experiencing and researching the product. Any questions? Financing is no different. It s going to move more product for your store and allow your customers to get the product or service they really want. Your customer will walk away with the best product for them, confident in their ability to pay it off over time instead of worrying about how to pay for the entire purchase upfront. 4 32

33 Getting Help You are part of a team Merchant Support Assistance with submitting applications Obtain names on an account Check available credit amount Request a credit limit increase Technical assistance with terminal or Business Center Cardholder Support Account Questions Credit Limit Increases Address updates On-Demand Training Learning Center: Call Mon-Fri 9:00am to 9:00pm ET Please Note: Cardholder inquiry representatives are authorized to speak only with cardholders about their account. 4 33

34 Transparency Principles: Compliance Requirements Synchrony promotes full transparency and disclosure to all applicants for its credit card program (the Synchrony Financing Program ). To assure that applicants are aware of several key attributes of the Synchrony Financing Program, you hereby agree as follows: 1. You will ensure that training on how to offer, process and transact with the Synchrony Program is integrated into your existing associate training program. Helpful training materials including videos, self-paced courses and pre-recorded webinars can be found online at Synchrony s Learning Center: 2. Your customers must receive the Credit Card Agreement in writing and have the opportunity to review it and other disclosures in the application brochure before signing an application. 3. You must retain each applicant s signature page and sales receipts for no less than 25 months from the date of the application. Failure to keep and, upon request, produce the signature page to Synchrony may expose your business to an automatic chargeback upon consumer dispute. 4. Fees may not be charged to consumers for applying for credit or for using their Synchrony account to finance purchases. These fees have been called Administration Fees, Documentation Fees or other generic terms (See page 22 for an example). All are prohibited by your Card Acceptance Agreement with Synchrony and you will be responsible for refunding customers accordingly. 4 34

35 Transparency Principles: Compliance Requirements (Cont d) 5. You or your staff must inform all Synchrony Financing Program applicants of the following: The Synchrony Car Care Financing Program is a credit card and is NOT an in-house credit program. The Synchrony Car Care Financing Program is NOT an interest-free credit card. Cardholders should be provided with information about the different special financing options available to them and how they work before requested to choose which one to use for their specific purchase. It is especially important that cardholders understand the basic features of No Interest, Reduced Interest and Deferred Interest/No Interest if Paid in Full options, if all these type of promotions are being offered. The key concepts include: The length of the promotion Whether the promotion expires and if so what happens upon expiration Required payments during the promotional term For Deferred Interest promotions, deferred interest accrues on the outstanding balance during the promotional period from the date of the transaction. Interest charges can be avoided ONLY IF the promotional balance is paid off prior to the end of the promotional period. 6. You must complete the document that provides the promotional terms to the customer. These may be referred to as sales slips, sales receipts or Optional Financing Plan (OFP) forms (not required for online sale transactions these will auto print through Business Center). For all Synchrony promotional transactions, obtain the cardholder s signature on the printed sales receipt. 7. You will advise customers of any policy regarding returns/refunds. 8. These program guidelines are designed to provide transparency for cardholders. Synchrony reserves the right to monitor your adherence to these and other Synchrony Financing Program policies subject to the consequences defined in your Card Acceptance Agreement. 4 35

36 Transparency Principles: Compliance Requirements (Cont d) Fair Lending Principles to Know Credit must be offered to all applicants fairly and consistently. Failure to do so may result in allegations of discrimination, potential violations of federal or state fair lending laws, litigation or reputational risk. All customers should be encouraged to apply for credit without regard to race, color, religion, national origin, sex, marital status, familial status, age, disability, receipt of income (in whole or in part) from public assistance programs, or an applicant s good faith exercise of a right under the Consumer Credit Protection Act. In addition, credit-related activities must be conducted in a way that is not considered unfair, deceptive, or abusive from the customer s perspective. Unfair activities are those that may cause unavoidable substantial injury (typically financial harm) to customers. Deceptive activities could include statements or omissions that mislead customers or influence their decision to buy or use a product or service. Abusive practices interfere with the customers ability to understand the terms and conditions of a product or service; or which take advantage of the customers lack of understanding or inability to protect their interests. Clear and Accurate Communications Your advertising, signage, and conversations with customers should help them understand and make informed choices regarding your products and available financing options. Disclosures should clearly and accurately describe the terms, conditions, and any limitations associated with the purchase and the Synchrony relationship the customer is establishing. Taking and Processing Applications All customers should be encouraged to complete and submit applications for credit. Do not discourage anyone from submitting an application, either through oral statements, body language, delays or discourtesy. Also, make certain that employees provide a consistent level of service in responding to questions from customers about the availability of credit and/or completing the application. Completing the Credit Application The credit application and Credit Card Agreement must be provided to customers before they apply. It is the customer s choice to have a joint applicant, but it is not required that a joint applicant be a spouse. Alimony, child support or separate maintenance payments do not need to be disclosed unless the customer wants this income to be considered. Pricing and Fees No fees related to the application process or Synchrony financing are allowed, and the pricing of credit approved for customers cannot be changed from what Synchrony approved and communicated. The availability of promotions must be consistently shared with customers when they apply for credit. 4 36

37 Today We Discussed You made it! How financing can help you achieve your business s priorities, while helping your customers get what they really want or need. How promotional financing works, including Deferred Interest. How and when to discuss financing with every customer clearly. How to get additional training for new and existing team members. Important rules for fair and compliant business practices when offering financing. Any questions? 4 37

38 This page intentionally left blank.

39 How To Process The Mechanics 5 39

40 Business Center Processing Training To take an interactive online course on how to use the Business Center, access Learning Center at Business Center strengthens three pillars of your business: Sales: Fast, easy transactions Marketing: Drive more traffic to your business Operations: Greater control and efficiency 5 40

41 Business Center Registration Use Business Center for all your processing, reporting and resources needs to begin enjoying the increased sales you can generate by offering credit today. 1. How Do I Get Started? Register at bc.syf.com (You will need your merchant number and bank DDA number) Person registering will be Location Administrator for Business Center and responsible for: - Providing an address and other requested information - Adding all users for that location and setting permissions for each user - Adding Synchrony Bank programs for that location 2. Get Familiar with Business Center Access the Business Center training courses via Learning Center at: Practice in a safe online environment by clicking Help & Support then select Product Demo from the drop down menu 3. Start Offering Credit Offer to every customer Offer early in the sales process 5 41

42 Completing An Application With Business Center After your customer understands the many benefits of your store credit program, they only need to complete, via a simple interview, a brief application online in Business Center. After the applicant (and joint-applicant) information is entered on-screen, print out the completed application to be signed. It is crucial that every applicant and joint-applicant be given an opportunity to review and understand all of the account terms in the Credit Card Agreement information on the printed application before they sign and date it. Follow These Steps: 1. Choose the Sales Tools menu, then select New Credit Application from the drop down list For hearing and speech impaired applicants with no home phone number submit the application to Collect and enter the applicant information 3. If there is a joint-applicant, collect and enter their information 4. Verify the application for errors and print the store copy of the application 5. After they have reviewed the Credit Card Agreement language, have the applicant and joint-applicant (as needed) sign the application 6. Check the box assuring the customer has signed and dated the application 7. Submit the application 8. Application status appears (may continue with sale from here) 9. Give the customer their copy of the completed application and retain the signed store copy in a secure location for at least 25 months. Valid (Non-expired) Identification Primary State or government issued non-expired IDs (Driver s License, State ID, Passport, Military ID, or Resident/Alien Green Card) Note: When using a passport, use state of residence. When using a military ID, the expiration is the date on the top right. Secondary Major Credit and Debit Cards (VISA, Mastercard, American Express, Discover), Department Store Cards, or Gas Cards with the applicant s name and expiration date on them. Gift cards and pre-paid cards are not acceptable. It s Fast and Easy! 5 42

43 Check Application Status To check the status of an application: Select the Check Application Status option under the "Sales Tools" menu Select the program The screen will automatically default to the most recently submitted applications. You can also perform a search by clicking edit search" Click the reference key next to the names to view the corresponding details of the applicant 5 43

44 Processing A Sale (Or Refund) To begin processing a Promotional Sales Transaction, follow the simple steps listed below. Choose Sales Tools from the home page then choose Enter a Transaction from the drop down menu. 1. Choose the program 2. Select Purchase (or Refund) as the transaction type 3. Enter the account number Note: If you use the optional magnetic stripe reader from Synchrony, make sure the cursor is in the account number field before swiping the credit card, otherwise, just type in the account number manually. 4. Select if card is present (Will automatically be set to Yes if card was swiped) 5. Click Next 6. Enter amount and cardholder name 7. Enter or select the Tran/Promo code and complete any customer information not already pre-filled. Note: Depending on your program, you will either enter a three-digit number or select from a list that is present for the promotion/tran code field. You may need to enter a Tran/Promo code regardless of whether the purchase is using a financing promotion or is a standard (aka core ) purchase. 8. Click the submit button to continue 9. A response will be returned. If Approved, click the print receipt button and this will print two copies, one for the customer to sign and return to you and one for the customer to retain. If not approved, a declined message will appear 10. Click New Transaction to return to the home page Notes: When processing a refund for a purchase made with promotional financing, you ll need to select if the refund is a manufacturer promotion. Enter the total tax amount of the transaction in the Tax Amount field. Enter each SKU# for each item in the left column, and their corresponding pre-tax amounts in the right column. The sum of the item amounts and the tax amount must equal the total amount of the refund. If the refund is for the purpose of re-charging a sale to change the promotional terms and the account currently has insufficient credit to recharge, first check to see if your contract allows a recharge. If not, the credit must post before being available for use (allow hours). If the refund is for the purpose of re-charging an updated sale amount under the original terms, first check to see if the promotion is still valid. If expired, the re-charge must be processed as a forced sale with the original authorization number if available or as a standard sale with a current promotion. 5 44

45 Future Delivery - Processing An Authorization To begin processing an Authorization when the product or service will be delivered on a future date follow the simple steps listed below. Choose Sales Tools from the home page and select Enter a Transaction and select Authorization Only as the transaction type. 1. Choose the program 2. Select Authorization Only as the transaction type 3. Enter the account number Note: If you use the optional magnetic stripe reader from Synchrony, make sure the cursor is positioned in the account number field before swiping the credit card, otherwise, just type in the account number manually. 4. Select if card is present (Will automatically be set to Yes if card was swiped) 5. Click Next 6. Enter amount and cardholder name 7. Enter Cardholder Name and Tran/Promo Code if required 8. Click the Submit button to continue 9. Click Print Receipt to print the page with the authorization number and store it in your files. This will be needed when you process the final sale (Force Purchase) later. 10. Obtain the customer s signature on the store copy of the receipt and retain it in a secure location for at least 25 months. Note: Authorization remains outstanding until sale is completed as a forced purchase using the authorization number, or may be cancelled by Synchrony after a pre-determined amount of time without a completed sale. 5 45

46 Future Delivery - Processing A Forced Purchase To begin processing a Forced Purchase upon delivery of a product or service that was previously set up as an Authorization, follow the simple steps listed below. Choose "Sales Tools" from the home page, then select "Enter a Transaction." 1. Choose the program 2. Select Forced Purchase as the transaction type 3. Enter the account number Note: If you use the optional magnetic stripe reader from Synchrony, make sure the cursor is positioned in the account number field before swiping the credit card, otherwise, just type in the account number manually. 4. Select if card is present (Will automatically be set to Yes if card was swiped) 5. Click Next 6. Enter amount and cardholder name 7. Enter the Authorization Code obtained during the Pre-Authorization 8. Enter or select the Tran/Promo code and complete any customer information not already pre-filled. Note: Depending on your program, you will either enter a three-digit number or select from a list that is present for the promotion/tran code field. 9. Click the Submit button to continue 10. A response will be returned. If Approved, click the print receipt button and this will print two copies, one for the customer to sign and return to you to retain in a secure location for at least 25 months and one for the customer to retain. If not approved, a declined message will appear. 11. Click New Transaction to return to the home page 5 46

47 How To Look Up A Cardholder s Account Information Look up account number and/or available credit for customers who do not have their credit card. 1. To look up an account number and/or available credit, select Sales Tools and choose Look up Account Information from the drop-down menu 2. Select the program and enter either: SSN and Billing Zip Code Name and Phone Number Account Number Application Key Number 3. Click search to display results Note: Entering the account number on this screen will allow you to look up the availability. 4. Once the account and available credit is displayed you can proceed to the sale with the Start a Transaction option Use for any Synchrony Car Care cardholder account 5 47

48 How To Process A Credit Limit Increase Request Note: You must have the customer s consent to submit a credit limit increase request. A credit bureau may be performed just like a new credit application. 1. Click Sales Tools and choose Request Credit Limit Increase from the drop-down menu 2. Select a program from the drop down list 3. Enter Account Number, or App Key #, SSN and Zip Code, or Name and Phone Number and click Search 4. Click Continue 5. Verify customer with a valid ID 6. Enter Applicant Monthly Income, Housing Status and Requested Purchase Amount 7. Click the Submit button for approval and it will return a decision on the credit limit increase request 5 48

49 Help & Support There is an assortment of resources in Business Center available to help you manage your financing program. Click the Help & Support menu to access the various resources offered in the Business Center. The following resources are available for revolving financing programs. Order Supplies Frequently Asked Questions Learning Center Product Demo Merchant Services Chat With an Agent 5 49

50 Reporting Click the "Management Tools" menu to access the various reports offered. The following reports are available for revolving financing programs: Application Summary - Provides a history of your consumer applications Authorizations Report - View all authorization-only transactions Business Dashboard - Summarizes application and credit limit approvals Credit Card Transaction Report - Supplies detailed data of transactions and can be used for reconciliation Daily Funding Report - Provides a daily update of funding Monthly Statement - Details your monthly transactions of sales, fees and deposits My Customer List - pull a list of your current customers available credit and MORE

51 Terminal Processing Training To take an interactive online course on how to use the Terminal, access Learning Center at

52 Terminal Processing How Do I Get Started? 1. Open Welcome Materials Remove applications, sales slips and Optional Financing Plan (OFPs) forms Review Promotional Data Sheet 2. Open Terminal Box Remove terminal and connect to analog cord (splitter included if necessary) Plug into an analog phone line and power outlet 3. Start Offering Credit Offer to every customer Offer early in the sales process You re ready to start growing your sales! 5 52

53 Terminal Setup Step 1. Take your box to the location where you will set up your terminal. Your terminal comes with your power plug, phone cord, and printer paper. NOTE: Extra supplies of printer paper are provided in your kit. Remove the terminal from the box. Loading Paper VX 520: Remove paper roll cover Lift black lever on top of paper cradle Feed paper from bottom of roll under the black plastic bar and past the cutter Step 2. Plug your terminal into a convenient power outlet near where the terminal will be used. Step 3. Plug your terminal s phone cord into an analog phone jack located near the place that you will use your terminal. Step 4. Press the purple Deposit key. You should see dialing primary on your terminal s display. A receipt will print: 0.00 You are now ready to process. If your terminal displays no line, call Optional Setups Splitter Your analog telephone or fax machine can share a telephone line with your terminal. We have provided a line splitter for your convenience. Simply plug the phone or fax line into one side of the line splitter and the terminal line into the other side. Plug the adapter into the wall phone jack and you are ready to start processing. Analog / Digital If you have a digital telephone system, you must utilize your analog fax line or contact your telephone service provider to obtain a digital adapter. Analog Jack Digital Jack 5 53

54 Terminal Instant Credit Responses The Terminal will give you one of three responses upon submittal of an application. They are: Approval The printed response will include the 16 digit account number and the approved credit line for your customer. Call Center Neither an approval nor a denial, further information is required to make a decision. Please call the Merchant Services line ( ) and reference the Key Number from the printed response. Denial Synchrony was unable to issue credit to this customer. For more information on what to do in this case, please see the section below. What To Do When Application Is Not Approved Next steps are clear when the application is approved. But what do you do if an application is not approved for credit? First, re-check the application for errors or incomplete information. Many applications are rejected due to this problem. If you find significant omissions, you might wish to call for reconsideration at Also check to make sure that the applicant has included income from all sources. If this doesn t work, discretely inform them that Unfortunately, the bank wasn t able to extend credit to you at this time. You will receive a letter within 30 days indicating the specific reasons for the decision. If you like, you may reapply with a joint-applicant. 5 54

55 Processing An Application F Keys 1. If display reads Synchrony, Press F2 to begin 2. Press F3 Applications Terminal Display Transactions Applications F2 F3 Purple Keys 3. Press F1 Application 4. Select type of application F3 = YES F4 = NO Application Apply Status Acct Lookup Open to Buy F1 F2 F3 F4 Joint Application? Red X Enter (Green Key) 5. Enter the Amount of Sale the customer needs. Press ENTER. Note: Application may be approved for a credit limit other than for the initial sale amount. 6. Swipe major credit card. (MC,VISA, AMEX, Discover only) Press ENTER to bypass. 7. Enter applicant s birthday in the following format: MMDDCCYY (March 4, 2015 keyed as , No spaces. Press ENTER.) 8. Enter the applicant s 9-digit social security number or individual tax identification number (ITIN). Press ENTER. Amount of Initial Sale Applicants First Name? DOB? SSN/ITIN? 9. Enter the numerical portions of applicant s street address. Press ENTER. 10. Enter applicant s 5-digit zip code. Press ENTER. 11. Enter applicant s home phone number including area code. No spaces. Press ENTER. If no home phone, press enter to bypass. 12. Enter applicant's cell phone number or press ENTER to bypass. 13. Enter business/work number or press ENTER to bypass. Terminal Display Street Number? Zip Code? Home Phone Number? Cell Phone Number? Business/Work Phone Number? 5 55

56 Processing An Application F Keys 13. Select the appropriate housing type. Terminal Display Housing Info Own F2 Rent F3 Other F4 Purple Keys 14. Enter applicant s monthly net income. Press ENTER. 15. Repeat steps if a joint application. 16. Select the appropriate key. Income Amount? Review F2 Cancel F3 Send F4 Red X Enter (Green Key) For approved applications a receipt will print the Application Key Number, name, account number and credit limit. You can press ENTER for a second copy for the cardholder or press CANCEL to return to the menu. 5 56

57 How To Process A Promotional Sale 1. If display reads Synchrony, Press F2 to begin 2. Press F2 Transactions 3. Press F2 Sale 4. SWIPE CARD* or manually enter account number. Press ENTER. 5. If prompted, enter the expiration date as it appears on the card and the three digit security code on the back of the card. Note, if the card is a newly approved account or the card doesn't have an expiration date or security code, hit ENTER to bypass. Additionally, if this is a Chevron or Texaco, card enter the sequence code found in the lower right of the front of the card. 6. Enter Amount of Sale. Then press ENTER. 7. Press F1 Promotional 8. Enter the PROMO CODE. Press ENTER.** 9. If approved, the Sequence # will appear on the screen, and the store copy will print. If declined the terminal will display DECLINED. Press ENTER. 10. Provide appropriate Optional Finance Plan form to customer Terminal Display Transactions Applications Sale Refund Force Sale F2 F3 F2 F3 F4 Enter Account Number Enter Transaction Amount Promotional Manufacturer Enter Promo Code Sequence # or Declined F1 F2 Purple Keys Red X F Keys Enter (Green Key) To reprint terminal receipt: 1. Select F2 for Synchrony 2. Hit Reprint button on terminal 3. Select F2 for Financial 4. Enter sequence # (sequence # will appear on screen at time of original transaction approval, if you do not have the sequence #, it can be obtained by calling Merchant Services) 5. Hit Enter A truncated sales draft will print for the customer. Note: Receipts can only reprinted on the same day as the transaction * Use with any Synchrony Car Care credit card. ** If promo code is invalid you will see a screen stating that after step

58 How To Check Application Status 1. If display reads Synchrony, Press F2 to begin. 2. Press F3 Applications Terminal Display Transactions Applications F2 F3 How To Look Up A Cardholder s Account Number 1. If display reads Synchrony, Press F2 to begin. 2. Press F3 Applications Terminal Display Transactions Applications F2 F3 3. Press F2 Apply Status 4. To obtain a credit decision by manually entering the numeric portion of the Key Number, Press F2. To review previously submitted application that received a pending response, Press F3. Application Apply Status Acct Lookup Open to Buy Enter Key # Review F1 F2 F3 F4 F2 F3 3. Press F3 Account Lookup 4. Select the appropriate F Key (If only one product code is involved, this step will be bypassed.) 5. Enter the 5-digit zip code of the cardholder. Press ENTER. Application F1 Apply Status F2 Acct Lookup F3 Open to Buy F4 Program Name Enter Zip Code 5. Enter the numeric portion of the Key Number from the original credit application and Press ENTER. Enter Key Number Dialing for Decision 6. Enter the cardholders Social Security Number. Press ENTER. 7. The terminal will retain a record of the account number, balance and available credit. Then proceed to either a Sale (F2), Refund (F3) or Neither (F4). Enter SSN How to Obtain Open to Buy 1. If display reads Synchrony, Press F2 to begin 2. Press F3 Applications 3. Press F4 Open to Buy 4. Enter Account Number or Swipe Card. Press ENTER. Transactions F2 Applications F3 Application Apply Status Acct Lookup Open to Buy Enter Account Number F1 F2 F3 F4 5 58

59 How To Process A Refund 1. If display reads Synchrony, Press F2 to begin. If prompted, enter the expiration date as it appears on the card and the three digit security code on the back of the card. Note, if the card doesn t have and expiration date or security code, proceed to the next step. Additionally, if this is a Chevron or Texaco card, enter the three digit sequence code found in the lower right of the front of the card. 2. Press Transactions F2 3. Press Refund F3 4. Swipe Card or manually enter account number. Press ENTER. 5. Enter Amount of Refund. Press ENTER. 6. Promotional or Manufacturer, depending on how the original sale was processed. If you do not offer Manufacturer promotions, you will not see this step. If refunding a Manufacturer promotion, follow the additional screens to enter model numbers and refund amounts for all items being returned. 7. Enter the Promo/Tran Code. Make sure that the code entered is the same one used during the Promotional Sale. Press ENTER. The terminal will print out the truncated sales slip and cardholder s account number. Terminal Display Transactions Applications Sale Refund Force Sale Enter Account Number F2 F3 F2 F3 F4 Enter Transaction Amount Promotional F1 Manufacturer F2 Enter Promo Code Purple Keys Red X Notes: F Keys Enter (Green Key) If refunding a promotional sale you must enter the exact tran code used when the sale was processed. If the refund is for the purpose of re-charging a sale to change the promotional terms and the account currently has insufficient credit to recharge, first check to see if your contract allows a recharge. If not, the credit must post before being available for use (allow hours). If the refund is for the purpose of re-charging an updated sale amount under the original terms, first check to see if the promotion is still valid. If expired, the re-charge must be processed as a forced sale with the original authorization number if available or as a standard sale with a current promotion. 5 59