Opening the Call NCSC Product Certification Payroll Anytime, Anywhere!

Opening the CallNCSC Product Certification

Payroll Anytime, Anywhere!

Welcome!

Rachel, Virtual Instructor

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Effective Openings:

Include the first three steps of the sales process, which are:

1. Build Rapport

2. Set the Agenda

3. Present Executive Overview

You Never Get a Second Chanceto Make a First Impression!

Opening the Call is the most important step to help build a positive relationship with your prospect. That’s why it is so important to have a roadmap or a plan so you do it effectively.

Establish a direction for the meeting Give yourself a few moments to peruse the

office to make observations, such as− Is it busy? (May need to save time)

− Is it slow? (May need to save money, cash flow may be a concern)

− Are they automated? (PC input)

− See any competitor’s information (Know what you’re up against)

Allow yourself to get a sense of the prospect’s style and personality. Some people need more time and like to get to know you first. Others may just want to get to the point. Your objective is to make the prospect comfortable. Sense their pace, and match it.

© 2012 ADP, Inc. PROPRIETARY AND CONFIDENTIAL – FOR INTERNAL USE ONLY

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Building Rapport


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What are the goals of this step?

Establish credibility through knowledge of the prospect’s business and market trends – Become a respected advisor

Develop a sense of trust

Create a comfortable business relationship

Goals of Building Rapport:


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How do you build Business Rapport?

Shake hands and give a warm welcome

Thank the prospect for seeing you

Hand out your business card

Discuss business topics and local non-business issues

Actively listen to your prospect and build upon their responses

The focus should be on the prospect and the prospect’s business, not on you. Remember to Lead to ADP, Not with ADP


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Keep Conversation Light and Professional

Avoid common pitfalls:

Steer away from sensitive topics such as politics and religion. Keep the conversation

directed toward business.

• Don’t comment about any photos. Talking about personal photos could backfire on you.

The following situation has been known to happen:

Salesperson: “Is that a photo of your daughter?”

Prospect: “No, that’s my wife.”

• Or you may be the umpteenth person to comment about the photo of the fish on the wall,

which doesn’t help to make you memorable.

Studies have shown that on the west coast and in the South, more time is usually spent on

rapport building than in most big U.S. cities on the east coast. Also, entire regions such as

Latin America and Asia, are known for more extensive rapport building.


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The Five Questions to Ask When Building Rapport

“How do you grow your business?”

Chances are your prospect grows his or her business through referrals or “word of mouth.” Mention that you grow your business in the same way. This will set the stage for you to obtain future referrals.

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“Who else needs to be involved in evaluating our services?”

This is one of the most important questions to ask at the beginning of your sale if you have not already asked it during phone prospecting. Your goal is to meet with all of the decision-makers at once in order to close the sale in one meeting. Be sure to ask who will evaluate our services so you meet with the decision maker.

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“Who else might you consult with?”

Try to find out who the hidden influencers might be. When most prospects buy, they will ask their accountant or business associate for advice. Try to find out who they may ask. If you know that person, or can contact them, they may help you attract this prospect to ADP.

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4 “What’s the process you go through to make a decision like purchasing payroll services?”Knowing the decision-making process will help you determine if this will be a one- or two-meeting call. You’ll also learn if there are multiple business partners, an absentee owner, a decision-making committee, etc.

5 “What factors influence your decision?”

Knowing the factors being considered will help you to uncover any potential obstacles that may arise


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Setting the Agenda


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Establish control of the appointment

Set expectations

Build credibility by providing new perspective into the top three concerns of small business owners:

− Cash Flow & Business Growth

− People Management

− Risk Management

GOALS OF SETTING THE AGENDA:


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Assert Control

Setting an Agenda allows you to establish control and set expectations for the sales call.

Sometimes prospects believe that they can make a quick decision about ADP with answers to two simple questions:

If you answer these questions or similar ones too early in the call, your sales call is bound to fail.

ADP offers several different solutions. If you don’t yet have a clear understanding of the prospect’s current system, problems, concerns, or needs, you could present the wrong solution. Stating prices without relating cost to resolving a business need will show little value to the prospect. The response will surely be: “Too expensive. I do it in-house for less!” So ask to discuss price after you’ve talked about value!

How much will it cost?

What will it do?


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The Order of Discussion

Rapport

Agenda

Executive Overview

Probing Questions

Present Solutions

Close

THE ORDER OF DISCUSSION IS IMPORTANT

The order of discussion for Step 2 is very important. The

following script for setting the Agenda lets your prospect

know what information you will provide, and that you will

be asking for information from them in return.

“First, I’d like to share some insight with you from small business owners like yourself, and how ADP can assist them in achieving their business goals.

Second, I would like to ask you some questions so I can learn more about your business and how you handle your payroll, taxes, unemployment, and human resource issues.

Based on what we uncover as needs, I will recommend some possible solutions.

Finally, if our solutions make good sense, would you consider doing business with ADP?”

When you are ready to transition from Step 2: The Agenda to Step 3: Executive Overview, say:

“Tell me what you know about ADP.”


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Executive Overview


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Goals of Executive Overview:


Present a brief company overview for small businesses

Provoke interest with Industry Statistics

Establish credibility


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The Funnel Approach

ADP as a corporation

ADP’s Small Business Services Division

Your role

Brief overview of products and services

explaining that we do more than payroll

Local presence

When you present the Executive Overview, use a

“Funnel Approach” and provide information about:


What is ADP?

© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.16

One of the world’s largest providers of business outsourcing solutions

Human Resources

Payroll Solutions

Benefits

Vehicle Dealer Services

Retirement Services

Taxes

“In the business of your success.”

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Employees Has 54,000 employees worldwide? (12/1/11) Has employees working in 40 countries?

Do You Know That ADP . . .

© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.

Financial Has nearly $10 billion in revenue? (FY2011) Has over $1.25 billion in net earnings? (FY2011) Earned $2.52 per share? (FY2011) Is 1 of 4 U.S. industrial companies rated AAA by S&P and Moody’s?

Industry Leadership Is ranked 275th in the Fortune 500? Pays 1 in 6 U.S. employees? Moved approx. $1.2 trillion in U.S. client funds? (FY 2011) Processed 47 million W-2s? (FY 2010)

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A Global Provider

570,000 clients

– Includes 400,000 small businesses

– Includes 25,000 auto dealerships

– Over 80 percent of Fortune® 500 companies

– Over 90 percent of Fortune® 100 companies

Operates in more than 125 countries

Associates in 40 countries


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A Global Provider


Cash Management

People Management

Risk Management

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Sample Script: Executive Overview

“I work specifically with small businesses in your immediate area, and typically, each business is in one of four categories: Start up, Survival, Take-Off, or Success.

Based on this information, where do you see your company and why?”

[answer is based on response to above question]

“With each of these stages comes some unique challenges. In fact, a

recent survey found that 48% of small business owners said managing cash flow is one of their top

concerns.* The average Human Resources team spends more than 58% of its time on

administrative tasks rather than helping to improve employee performance.** The Department of

Labor reports that seven out of ten businesses are currently out of compliance with tax laws and

workplace regulations.† An Achieve Global survey of 738 managers revealed that about 1 in 4

employees planned to leave their jobs within a year.‡”__________* Visa Small Business Spend Insights, 4Q10 Report, January 2011** Source: ADP HR Needs Study: The Transformation to Strategic HR, October 2007† Source: ADP Time and Labor Management Services “The TIME Zone”, January 2011 Volume 5 Issue 8 ‡Retaining a Workforce That Wants to Quit, Harvard Business Review Blog Network, July 7, 2010


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“Regardless of what stage you’re in, if you neglect any of these objectives—managing your cash flow, managing your talent, or minimizing your risk, your business can simply disappear. And while these may or may not be a concern for you at the present time, as you shift from one phase of business to another, chances are you’ll face some of these issues in the future.”


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“And that is why companies like yours, along with thousands of Accounting Firms nationwide, choose to partner with ADP’s Small Business Services. ADP’s proven track record of innovation and integration means that your business will operate smoothly.

You’ll get cash management tools to help you be more proactive and predictive in meeting payroll and tax demands, allowing you to make smarter use of your financial resources.

You’ll have access to HR solutions to help you attract the right team members to assist in driving your success—helping to ensure that they remain engaged and productive as you grow. And, you’ll be able to leverage Integrated Compliance Solutions that provide the very best outcome for payroll, tax, and HR challenges, helping to minimize your exposure to risk. All of these solutions also assist our Accountant partners, helping to ensure that their clients are protecting their businesses from potential harm. In fact, take the example of [insert proof point here]. When you partner with ADP, you’ll be able to leverage our integrated and innovative solutions to help achieve some of the same results.

As you can see, ADP offers a wide range of solutions. To determine what best fits your needs, I’d like to ask you some questions to learn more about your business.”


Welcome!

Rachel, Virtual Instructor

Opening the Call NCSC Product Certification Payroll Anytime, Anywhere!

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