Needs Identification NCSC Product Certification Payroll Anytime, Anywhere!

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Goals of Needs Identification:  Uncover the prospect’s high-impact needs  Identify inefficiencies and profit leaks  Determine recommendations What are the goals of this step? 3 © Copyright 2012 ADP, Inc. Proprietary and Confidential Information.

 You want to uncover high-impact needs that will motivate a prospect to action to reduce or eliminate a problem or concern.  Your prospect must agree that there is a need and clearly state that they want to do something about it.  Your job is to uncover your prospect’s needs, develop the impacts of those needs, and determine the ones most important to the prospect.  In the Executive Overview, we identified 3 key challenges small business owners face: managing cash flow; attracting, retaining and managing the right people; and maintaining compliance and avoiding risk.  Focus your questions around these 3 key challenges along with the need for the convenience of the mobile solution to uncover needs or pain points to lead your prospect to ADP solutions. Probing to uncover high-impact needs © Copyright 2012 ADP, Inc. Proprietary and Confidential Information. 4 High-Impact Need Low-Impact Need

Probing Questions Targeted at Cash Flow Ask your prospects about their plans for cash flow.  Tell me what you do currently to plan for labor costs, such as payroll, taxes, benefits, penalties, etc? Ask about current cash requirements.  How are you collecting and preparing payroll ? © Copyright 2012 ADP, Inc. Proprietary and Confidential Information. 5

Probing Questions Targeted at People Management Hiring Talent  How do you communicate with third parties regarding new hires or changes in employee status (workers comp insurance, payroll and tax)? Maintaining and Retaining your Talent  What processes do you have in place to ensure that you and your managers are consistent in your treatment of employees relative to how hours are calculated, benefits offered, and people are handled? Separating from Employees  What’s your process for documenting when and why an employee is leaving your company? © Copyright 2012 ADP, Inc. Proprietary and Confidential Information. 6

Probing Questions Targeted at Risk Management Avoiding Risks  How much time do you spend worrying about whether or not you are in compliance with all new payroll tax laws and workplace requirements?  How safe are your computer files, and what backup system do you use in the event of a hard drive crash or system failure?  How confident are you that your payroll process is accurate and error free? Dealing with Risks  How do you comply with year-end reporting and filing needs, W-2s and 1099s? © Copyright 2012 ADP, Inc. Proprietary and Confidential Information. 7

Probing Questions Targeted at the RUN Mobile App Describe a time when you needed to process payroll but couldn’t get to a computer.  How did you get your payroll processed?  How much time did that take?  How else could you have used that time?

Needs Identification Conclusion 9 © Copyright 2012 ADP, Inc. Proprietary and Confidential Information. The final steps of the Needs Identification are critical. They are to: 1. Summarize needs and obtaining confirmation 2. Determine product solutions to present 3. Transition to the presentation stage Based on what we have uncovered together, I would like to recommend the following solutions.

Best Practices Things to Remember : Make probing conversational, not like an interrogation – relax and enjoy the exploring. The prospect should be speaking 80% of the time. Actively listen. Take notes! Write down important prospect statements and ask questions about them. You don’t have to respond with a feature or solution; you can always come back with a solution later. Summarize situations and impact, and obtain commitment. Continue asking questions until you have 3-to-5 high-impact needs. Determine product solutions. Moments of silence are okay. You need time to think and so does your prospect. What seems like a long time is not as long as you think. 10 © Copyright 2012 ADP, Inc. Proprietary and Confidential Information.

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