Opening the Call
NCSC Product Certification
Payroll Anytime, Anywhere!
Welcome!
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.
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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.
Building Rapport
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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
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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
1
“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.
2
“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.
3
“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.
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.
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“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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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
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Assert Control
Setting an Agenda allows you to establish control
and set expectations for the sales call.
How much will it cost?
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!
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What will it do?
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.
THE ORDER OF DISCUSSION IS IMPORTANT
 Rapport
 Agenda
 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.
 Executive Overview
 Based on what we uncover as needs, I will recommend
some possible solutions.
 Probing Questions
 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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 Present Solutions
 Close
Executive Overview
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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
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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
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© 2012 ADP, Inc. PROPRIETARY AND CONFIDENTIAL – FOR INTERNAL USE ONLY
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
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© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.
“In the business of
your success.”
Do You Know That ADP . . .
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?
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)
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© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.
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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© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.
A Global Provider
 Cash Management
 People Management
 Risk Management
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© Copyright 2011 ADP, Inc. Proprietary and Confidential Information.
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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© 2012 ADP, Inc. PROPRIETARY AND CONFIDENTIAL – FOR INTERNAL USE ONLY
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.”
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© 2012 ADP, Inc. PROPRIETARY AND CONFIDENTIAL – FOR INTERNAL USE ONLY
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.”
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Welcome!