30 points Rapport Trust Building Briefly, describe how you will use the information you know from the scenario to build rapport and to build trust with the client Your response should be written word for word for how youll begin to build rapport and trust (3 pts ) Identify Issues and Prepare a Response In the template below, Ive provided you with 2 issues one known and one unknown, from the scenario For each, Ive walked through the SPIN process and culminated the process with a presentation plan that describes a feature and benefit of the ADP product that addresses the issue Now, given what you know about the case, fill out the following template Identify 3 unknown issues and walk through the SPIN process for each Each issue should culminate a presentation plan that shows a feature of the product and how it addresses the issue (18 pts ) Situation Questions (3 pts ) Problem Questions (3 pts ) Implication Questions (3 pts ) Needs Payoff Question (3 pts ) Presentation Plan (6 pts ) Known Fact Issue Example They are using a manual process My understanding is that you are currently using a manual process for payroll Is that correct Is the manual process time consuming If the company continues to grow, how much time will it take for Patty to do payroll in the future What else could Patty be doing to help the business if she had more time Feature The hours for each employee are updated in real time which means you can track all employees hours even on your phone and determine if there are mistakes, fraud, overtime being paid when not needed, Benefit Saves time You don't have to take the time to run reports or enter data Unknown Fact Issue Example The specific process that they use is unclear What is your current process for calculating taxes Is the current process being updated in a timely fashion based on changes to the tax code Have you had to pay a penalty to the IRS because of the manual nature of the process or because your process was out of date Where could you invest the savings from never having to pay a tax penalty Feature The tax code is always current in ADP system ADP will pay your penalty if ever an error Benefit Don't have to have contingency fund for tax penalty Unknown Issue 1 Unknown Issue 2 Unknown Issue 3 Preparing for Objections In each sales call there are objections Identify 3 possible objections you might encounter for this case and how you might respond (6 pts ) Potential Objection Possible Response Close Briefly, describe how you will close the sales call Your response should be written as though you are actually closing the call (i e word for word) (3 pts )

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30 points Rapport/Trust Building: Briefly, describe how you will use the information you know from the scenario to build rapport and to build trust with

30 points

Rapport/Trust Building: Briefly, describe how you will use the information you know from the scenario to build rapport and to build trust with the client. Your response should be written word-for-word for how youll begin to build rapport and trust. (3 pts.).

Identify Issues and Prepare a Response: In the template below, Ive provided you with 2 issues: one known and one unknown, from the scenario. For each, Ive walked through the SPIN process and culminated the process with a presentation plan that describes a feature and benefit of the ADP product that addresses the issue.

Now, given what you know about the case, fill out the following template. Identify 3 unknown issues and walk through the SPIN process for each. Each issue should culminate a presentation plan that shows a feature of the product and how it addresses the issue (18 pts.).

	Situation Questions (3 pts.)	Problem Questions (3 pts.)	Implication Questions (3 pts.)	Needs-Payoff Question (3 pts.)	Presentation Plan (6 pts.)
Known Fact/Issue Example: They are using a manual process	My understanding is that you are currently using a manual process for payroll. Is that correct?	Is the manual process time-consuming?	If the company continues to grow, how much time will it take for Patty to do payroll in the future?	What else could Patty be doing to help the business if she had more time?	Feature: The hours for each employee are updated in real-time which means you can track all employees hours even on your phone and determine if there are mistakes, fraud, overtime being paid when not needed, Benefit: Saves time. You don't have to take the time to run reports or enter data.
Unknown Fact/Issue Example: The specific process that they use is unclear	What is your current process for calculating taxes?	Is the current process being updated in a timely fashion based on changes to the tax code?	Have you had to pay a penalty to the IRS because of the manual nature of the process or because your process was out of date?	Where could you invest the savings from never having to pay a tax penalty?	Feature: The tax code is always current in ADP system. ADP will pay your penalty if ever an error. Benefit: Don't have to have contingency fund for tax penalty
Unknown Issue #1:
Unknown Issue #2:
Unknown Issue #3:

Preparing for Objections: In each sales call there are objections. Identify 3 possible objections you might encounter for this case and how you might respond. (6 pts.)

Potential Objection	Possible Response

Close: Briefly, describe how you will close the sales call. Your response should be written as though you are actually closing the call (i.e. word-for-word) (3 pts.).