Handling ObjectionsNCSC Product Certification

Payroll Anytime, Anywhere!

Welcome!

Rachel, Virtual Instructor

What’s an objection versus an obstacle?

Objection:Is a stall technique to disguise the person’s real motivation to avoid moving forward based on some hidden agenda

Obstacle:Is a true concerns; obstacles are real roadblocks that deserve attention and need to be resolved

An example of an obstacle would be if a company does not have high-speed Internet or Internet at all. This could cause a an obstacle that needs to be removed before you are able to move forward with that prospect.

Handling a Price Objection

•Ok. Is there something specific about the solution that I’ve recommended that you’re not comfortable with yet?

Probe

•I can understand that you want to make the smartest, most economical decision when it comes to choosing a payroll provider. Many of my clients voiced the same concern.

Empathize

•What they realized was that ADP offered a total compliance solution for payroll and HR, as well as the convenience of a reporting tool to support both areas for one price. All the components are discounted to give you the most valuable and cost effective solution for your business, which isn’t necessarily a direct comparison to what a competitor may offer you.

Present/ Prove

•Can you see how I’m paying special attention to not just getting your taxes paid on time, but providing you a business solution that will cover all of your compliance needs?Close

This looks too expensive. I’m going to consider at least two other services before I decide.

Here’s an example of a price objection you may hear.

Handling a Technology Obstacle

•Do you have an Android Smartphone or Blackberry? What about an iPad or an iPod Touch?• (If yes) Great! The app is compatible with all of those devices. You can use your iPod touch

with WiFi, too. (Continue with presentation.)• (If no) Have you ever thought about getting one of these devices?

Probe

•I definitely understand your concern.Empathize

•Though the app is only compatible with the devices I mentioned, our payroll web-hosted platform allows you many of the same benefits. The web-hosted platform allows you to process payroll anytime anywhere, as long as you have a computer. It’s in real time meaning you can view your payroll before you submit it and instantly access all your reports.

Present/ Prove

•Do you see how our web-hosted platform could offer you many of the same benefits as RUN Mobile?Close

I don’t have an iPhone

Here’s an example of a technology obstacle you may hear.

Handling a Security Objection

•Is security a major importance to you in making a decision?Probe

•I definitely understand how you feel. Many of my other clients have felt the same way.Empathize

•Our iPhone app is backed by ADP’s secure systems. A password is required for each login, and all data is encrypted when transmitting, ensuring you peace of mind.Present/ Prove

•Do you see how ADP has taken precautions to make sure we have the tightest security?Close

How secure is this?

Here’s an example of a security objection you may hear.

Handling a Time Objection

•How long does it take you to do payroll right now?Probe

•I definitely understand how you feel; my time is valuable as well.Empathize

•RUN Mobile is extremely user-friendly, allowing you to process payroll within a matter of minutes. My clients have found that the app is much faster than calling in the payroll.Present/ Prove

•Do you see how this will save you time by allowing you to process payroll on the go?Close

It sounds like it would take a lot of time.

Here’s an example of a Time objection you may hear.

Rachel, Virtual Instructor