1. Opening the Call NCSC Product Certification
Payroll Anytime, Anywhere!
Intro music

2. Rachel, Virtual Instructor
Welcome!
<animated avatar speaks> You have made it to phase 3 – Selling RUN Mobile! You have learned a lot about the RUN Mobile so far but it is not enough just to learn about the solution, you must know how they apply to each phase of the sales call. In this phase we will run through the 5 key stages of the sales call and how you can apply the knowledge that you have learned so far.
Let’s start at the beginning with opening the call.
Rachel, Virtual Instructor

3. Effective Openings: 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.
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 Chance to 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.
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.
There are three key steps to opening the call:
Build Rapport
Set the Agenda
Present an Executive Overview
Some tips to be prepared for the call are to:
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

4. Building Rapport Let’s start with building rapport…
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

5. What are the goals of this step?
Goals of Building Rapport:
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
Read Slide
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

6. 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
Read Slide
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

7. 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.
Read Slide
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

8. 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. 1
“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. 2
“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. 3 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.
Read Slide 5
“What factors influence your decision?”
Knowing the factors being considered will help you to uncover any potential obstacles that may arise
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

9. Setting the Agenda
Next you will want to set an agenda to give the call structure and show respect for your buyer’s time
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

10. What are the goals of this step?
Goals of Setting the Agenda:
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
Read Slide
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

11. Assert Control How much will it cost? What will it do?
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!
Read Slide
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

12. The Order of Discussion
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.”
The order of discussion is important
Rapport
Agenda
Executive Overview
Probing Questions
Present Solutions
Close
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.”
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

13. Executive Overview Now we are ready to move to the executive overview.
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

14. What are the goals of this step?
Goals of Executive Overview:
Present a brief company overview for small businesses
Provoke interest with Industry Statistics
Establish credibility
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

15. The Funnel Approach
When you present the Executive Overview, use a “Funnel Approach” and provide information about:
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
Read Slide
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

16. One of the world’s largest providers of business outsourcing solutions
What is ADP?
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.”
Our mission is to power organizations with insightful solutions that drive business success.
Our vision is to be the world’s authority on helping organizations focus on what matters.
Partnering with ADP means you get solutions with the latest HR technology – so you can focus your limited time and resources on your people and your goals, not back-office administration.
Wherever you do business – across the street or around the world – you can count on ADP to help you succeed.
© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.

17. Do You Know That ADP . . . Financial Employees Industry Leadership
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?
Employees
Has 54,000 employees worldwide? (12/1/11)
Has employees working in 40 countries?
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)
This slide provides you with some statistics about our financial strength, employee presence, and industry leadership: In addition:
Our clients stay with us for many years. Our average client retention is about 11 years
And, those years have not varied significantly regardless of economic climate.
We make significant investments in technology and innovation.
Over the last three fiscal years, ADP invested $674 million, $614 million and $588 million, respectively, in technology and systems development, and development of new products.
© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.

18. 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
Overall, we serve approximately 570,000 organizations in more than 125 countries, including nearly 400,000 small-business clients. I am in ADP’s Small Business Service Division and I focus specifically on companies that are your size. .
© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.

19. A Global Provider Cash Management People Management Risk Management
. I meet with many companies in this area, some of them similar to yours, and everyone mentions that there are always three objectives that are top of mind for them based on how mature their business is.
They must carefully control cash flow in order to position the company for growth.
They must find and develop the right talent—bringing in the right people and keeping those people engaged and satisfied in the work they do and the environment in which they do it.
And finally they must minimize risk—doing everything they can to ensure that compliance issues won’t divert their attention away from key business objectives and potentially harm the organization.”
© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.

20. 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
Read slide
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

21. Sample Script: Executive Overview
“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.”
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

22. Sample Script: Executive Overview
“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.”
Read slide
© 2012 ADP, Inc. Proprietary and Confidential – For Internal Use Only

23. Rachel, Virtual Instructor
Welcome!
<animated avatar speaks> This concludes the Opening the Call lesson. Remember, opening the Call is the most important step to help build a positive relationship with your prospect. Remember: You never get a second chance to make a first impression!
There are two great Brochures that are available on the training and iTunes U site that will help increase your knowledge of ADP and how we can help businesses. They are called ADP Objectives and the RUN Payroll Wheel.
Rachel, Virtual Instructor