Ever wonder how you can better prepare for a sales call? Wish you thought of the questions before they were asked? Better yet, test yourself. Can you provide a response to the most commonly asked questions below?
In the human capital management industry, we have found the following questions to be commonly asked by our prospects. We hope this gives your sales and marketing teams an insight how to better prepare for a sales call before they even ask the questions. Don’t forget to download the notes version of this article at the end to provide to your sales team.
- What services do you offer? For the majority of sales representatives, this is one of the easiest questions to answer. You know your company’s product offerings front to back. But make sure that you have a good understanding of what services would truly benefit the prospect. Some clients may be a perfect fit for all of your solutions such as: payroll, time and labor, human resource, benefit, and talent management. While others may only need one service to start, but overtime may be interested in additional services to support their growing business. Either way, it’s important to make sure they are aware of the service offerings. As stated in our previous blog, Your Client Retention Rate Stinks, “Too often, businesses lose customers to the competition for a product or service that the customer didn’t realize their current provider offered.”
- What kind of support can I expect? Whatever product or solution you may be supporting, there will always be the question regarding how the prospect can reach out with questions. Every company is different in this aspect. Some can respond back with the fact that each client will have the same customer service representative they contact each time. While others may have a team of representatives available to support. However your company is able to respond, be prepared to let the client know how your answer will benefit them.This is also a great opportunity to let the prospective client know if you offer any resource that they can access around the clock. Online databases of user guides and support materials help to ease a client’s mind in the event they’re working on something after hours and have a question or need support.
- Who is liable if something goes wrong? This question can come up for any client type. More often than none they question this due to previous painful experience. This is a prime time to highlight internal processes your company has in place to help prevent these types of issues. Take for example, members of the MPAY Network and Community can mention the fact that MPAY completes the SSAE 16 SOC 1 audit each year. This report accentuates the controls and applications applied to our services and gives a better understanding as to how we stand behind what we do.
- How secure is my information? With many of the current events occurring with computer systems being hacked by bugs and viruses, this question will come up more and more often. The HCMS industry handles a lot of confidential information on employees and it’s important to make sure you’re prepared for this question. Depending upon your company’s regulations, you may be able to touch on services such as: end-to-end data encryption through Secure Socket Layer (SSL), third party firewall management for intrusion detection/prevention and data backed up throughout the day and replicated off-site for disaster recovery. Members of the MPAY Network can also mention the fact that our data is hosted in the only certified Tier IV data center in the United States.
- How can I or my employees view our information? Being able to double check information that is put into any system is important, especially if it is in relation to payroll or taxes. Therefore, sales representatives may be questioned on the reporting capabilities of their systems. It may be beneficial to have a few sample reports so they are able to see how their information would look. As well as, if you offer any online viewing capabilities of employee information. This way, employees can verify some information and the responsibility is partially shifted off of management.
Do you have frequently asked questions you can share? Comment below! Members of the MPAY Network and Community can reach out to Sales Support for feedback or download a copy of the HCMS prospect sales notes below to better prepare your sales and marketing teams.
Photo Credit: Stefan Baudy