Sales at Applearn

Question 1

What is a DAP?

Digital Adoption Platform
Data Analytics Platform
Digital Analytics Program

Answer 1

Digital Adoption Platform

Question 2

Name 4 HR Vendors

Answer 2

Workday, SuccessFactors, Oracle, Cornerstone

Question 3

Why are companies buying digital technology?

Answer 3

Improve Productivity
Improve Visibility of Business Data
Improve Employee Experience
Reduce Operating Costs
Cloud migration strategy

Question 4

Why do transformations fail?

Answer 4

People don't like change
End users not trained 
Poor communication strategy
They have a day-job to focus on
They’re not inclined to seek help
Change is constant
Geographical and cultural disparities
Different roles need to interact differently with technology
They’re overwhelmed with change across multiple technology

Question 5

What are some causes why projects don’t deliver value?

Answer 5

“Technology overload I’m using 8+ applications daily.”
“The system changes regularly, it’s hard to keep up.”
“I can’t locate the support I need, it’s difficult to find.”
“It takes a long time to get answers to support tickets.”

Question 6

What does TCO stand for?

Answer 6

Total Cost of Ownership

Question 7

What is an ERP?

Answer 7

Enterprise Resource Planning

Question 8

What is a CRM?

Answer 8

Customer Relationship Management

Question 9

What is an ITSM?

Answer 9

IT Service Management tool

Question 10

Name 5 customers

Answer 10

See list

Question 11

What is trails?

Answer 11

In-app step by step guidance tool

Question 12

What is Split screen?

Answer 12

In-app contextual content support

Question 13

3 key pre-go-live questions?

Answer 13

What does your training strategy look like?
What does your communication strategy look like?
How are you measuring success?
Are you using an implementation partner?
Have you considered a DAP to ensure project success?

Question 14

Name our 3 USP’s

Answer 14

1. Hypercare
2. Analytics
3. Consultative approach/pre-go-live

Question 15

Name our two main competitors

Answer 15

WalkMe & Whatfix

Question 16

What is our ICP?

Answer 16

Ideal Customer Profile

Main focus is 1000-5000
HR applications
EMEA & US - focus countries
Roles - HRIS, HR Systems, HR Technology, HR Trans, Heads of HR

Question 17

HR Application pain points?

Answer 17

Hard to drive employees to complete key tasks inside the applications they’re responsible for, impacting ROI

Users operate inefficiently inside the applications they’re responsible for, impacting productivity

Poor quality of data being submitted by users into the applications they’re responsible for, impacting ability to make business decisions

High number of support tickets coming in from applications they’re responsible for, increasing cost

Poor user satisfaction with the applications they’re responsible for, impacting NPS/CSAT

Question 18

More pains… Service Management focus?

Answer 18

1. Users don’t make use of self-service support, they come straight to the service desk instead, increasing cost
2. The journey for users to seek out self-service support is too long and forces them to leave the application they’re struggling with, reducing productivity
3. Users are unhappy with their experience of interacting with IT support, impacting NPS/CSAT
4. The journey to seek support is different for each business application, impacting user experience

Question 19

What is on-premise?

Answer 19

Non-cloud tech

Question 20

What does vendor agnostic mean?

Answer 20

Not limited to certain vendors, we can support any application provided it is browser based (housed in the cloud)

Question 21

What is Change Management?

Answer 21

Change Management is the discipline that guides how an organisation prepares, equips, and supports employees to successfully adopt change in order to drive project success.

Question 22

Are AppLearn a competitor to CM?

Answer 22

NO! All of our customers have Change Management teams (or external partners) that we work extremely closely with.

Adopt enables organisations to complement their existing Change Management strategies, by driving more value from their investments in it, digitizing the change process, applying sustainability, and delivering measurement.

If you can get the customer to walk you through their Change Management plan, you can help them map Adopt on top of it to maximize its value.

Question 23

What is a UFC?

Answer 23

Up Front Contract

Question 24

What is the difference between Open & Closed Questions?

Answer 24

Closed Questions; Yes or No answers.
Generally start with,
Do you…
Will you…
Have you…
Are you…

Open = Expansive

Open Questions
What…
Why…
How…
(When…)
(Where…)
(Who…)

Question 25

What are ‘wider’ open questions?

Answer 25

Wide Open Questions
Tell me…
Explain to me…
Describe for me…
Walk me through…
Help me understand…

Question 26

What is fuzziness in phone calls? Examples?

Answer 26

Kind of, sort of, its okay, sometimes, a bit, not much etc

REMEMBER - Frame of Reference!!

Question 27

What is double clicking?

Answer 27

Getting a prospect to revisit something they’ve said, so they can expand

Question 28

What are your KPI’s?

Answer 28

80+ Dials a day
8 Meetings sat a day

(initially 2, 4, 6)

Question 29

What is your support network?

Answer 29

All colleagues at AppLearn - make sure you build yielding relationships internally

Question 30

How many meetings are you pledging this month!? ;)

Answer 30

3+ I hope!!