Ethic’s Code and Training Program

for Paycom’s Sales Force

Presented by:

Kennedy Ward

Breanna Toland

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• First impressions of others affect both the content and the outcomes of a variety of interpersonal encounters.
• A Salesperson’s first impression provides a starting point for customer needs and adapting to those needs.

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Journal of the Academy of Marketing Science; New York Vol. 28, Iss. 4, (Fall 2000): 512-526.

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Deontology

The process matters and the means need to be ethical not just the outcome.

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Summary of ethics case

There was a disturbing trend in some of the sales representatives.

trying to shortcut the selling process and not find the needs and concerns of their customers to best serve them.

Jim has too large of an area for one person to adequately maintain and follow up with, we also feel that employees need more proper training to maintain the accounts their assigned to in their region, they also need to be trained and more aware of how important feedback is. Knowing what your client is unhappy with and trying to fix it is key. Paycom’s employees need to listen to the client’s problems, own them as they’re voicing them, and find a way to fix them

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What we think the code of ethics means in this case.

• We believe that the code of ethics for Paycom is a set of guidelines to help managers and other employees make better decisions in the company.
• Jim is a savvy salesperson, skilled in engaging with potential clients, but he lacks the drive or compassion for actually fulfilling the needs of his customers.

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Issues

• The first issue we saw in the case as cited, Ms. Starrs, is a busy business owner with little time for meeting with Jim.
• In order to assist her, Jim needed to better prepare for their meetings.
• Jim didn’t have the training to fulfill the needs of a customer relationship with Ms. Starrs.

Solution #1

• Initial Baseline Training process is 5 weeks of intensive training.
• During these training periods, there are extensive role-playing simulations, as well as an in depth instructional course on Paycom’s application.
• Paycom should offer a new training for customer care and retention for new and current accounts.
• Sales reps spend 4 weeks learning the product training process.
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We believe adding to the training Paycom already provides and require sales reps to go through will save them time and money in the long run instead of implementing all new training. The training already implemented is good and is doing something right but all employees need to be educated or reminded on how important the relationships they build are to their personal success

Solution #2

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• We think if the sales representatives identify and make specific challenges for areas of opportunity for each potential, new, and existing account will keep them on track with staying in contact with and following with accounts.
• How Jim was finding new leads is something he and every employee should do and devote time to on top of branching out to seek new business outside of the service industry as well. The basic benefits should be being utilized and obtained by every client. Employees should be aware and making sure the accounts are getting at least these basic benefits.

Solution #3

• Feedback is crucial for issues like this, Jim lacks the tools to communicate with contracts that aren’t renewing with Paycom.
• In the case, Jim met with Ms. Starrs to insure the account, but didn’t ask why they weren’t renewing the case.
• Paycom should offer to receive feedback from accounts whether they choose to renew contracts or not.
• Building a relationship with your clients will make them more likely to give you feedback knowing they can trust you with making the experience better for them in the long run.
• Call accounts regularly to check in, and see how they are doing with the software.
• Sales reps they could simply ask the customers at follow up meetings what they need help with in the system.

In Conclusion

It’s not just the first impression, but the last impression you make on a customer. Developing a relationship is vital to maintaining accounts for Paycom with the customer