OB Steps 1-5
The prospect asks: "I'm an LLC taxed as an S-corp, what do I put for my corporation type in Gusto?" Answer the question and tell us where in panda this information is stored.
They need to put what they are taxed as, so in this case, S-Corp. The information is in the Company info at the top of the panda page. They can also choose LLC and then in the drop down select, tax as an S Corp.
The prospect asks: "Can I add multiple company bank accounts for running payroll?" Why might they ask this? What is the answer?
Some companies keep funds in separate bank accounts for separate purposes. For example, they may pay reimbursements from one account, pay subcontractors from another, and handle payroll from yet another.
On Gusto, you can only have one company bank account set up. The taxes, wages, and invoices will be drawn from that account.
The prospect says: "We decided on ADP instead of Gusto. Delete my account." How do you proceed?
First, ask if they will share what made them decide on ADP. Do Discovery and objection handling and see if there is a mutually good fit - if so, pitch Gusto. If they still decide to go with ADP, let them know you can help them cancel the account. BONUS 100 pts: Only on rare occasion can we fully delete an account - in which your PE will need to complete the task in panda. If there are bank transactions, we're required to keep the records and can only cancel the account.
Explain our "First Month Free" concept to a prospect and how their invoice is calculated once they become a customer.
The day you process your first payroll on Gusto determines your free month. For example, April will be your first free month whether that first payroll is processed on April 1st or on April 30th. Each month, you are charged a base price + a per person price. The per person is for every active employee on the account regardless of when they were paid last, and for any contractors paid in the month.
Typically, how many employees should a prospect have to qualify for Gusto brokered health insurance?
We now offer BFA in 23 states plus D.C. This means we CAN offer benefits for just 1W2 employee on the account. We need to check their eligibility first; 4W2 employee's have automatic approval/eligibility!
The prospect asks: "I have remote employees working from home in New Jersey but my company is incorporated in New Hampshire. Where should I register?" How do you respond? What resource could you send the prospect to assist with this?
Ask if they have registered with the state for payroll tax accounts. If they haven't, let them know to register in any state they have employees working in (either in office or remotely). In this case, New Jersey.
The prospect says: "I didn't get the test deposits, what should I do?" What could this mean for their bank information? How do you proceed?
They may have entered in the account number incorrectly and you can verify by having them re-enter the number, or send you a voided check via the secure upload link to double check their data entry. BONUS pts: If everything is correct, they should wait one more business day for the deposits to hit, and then contact their bank to see if the transaction was blocked for some reason.
The prospect asks: "Your team is requesting form CP575 from me. What is this? Why do I have to do this?" How do you respond?
For compliance purposes we want do ensure that the company is registered at the Federal Level and that the correct information was entered into Gusto. The IRS Form CP-575 is an Internal Revenue Service generated letter that a business owner receives from the IRS granting them their Employer Identification Number.
What does "full service payroll" mean at Gusto?
Will automatically calculate, file and pay all federal, state, and local taxes for employees, regardless of where the employee is located within the US.
Why should a qualified business use Gusto for Benefits? Please list 3 value propositions.
1. Single system of record
2. Employee self-service portal
3. Efficiency of a paperless solution
4. Compliance
The prospect asks: "I'm the owner. Do I select owner's draw for my compensation type?" What question should you ask the prospect to provide the correct information? What is an owner's draw?
Are you a W-2 employee of your business? If so, you will not select owner's draw.
An owner’s draw is a tax free transfer of money from the company to an owner. These wages are not subject to payroll tax filing and deposits, but are instead taxed on the individual level with annual tax returns. Typically owners of Sole Proprietorships and LLCs may choose to use this type of payment.
A prospect runs payroll for the 15th and 30th of each month. Explain what the prospect will need to do to successfully switch to Gusto from ADP for their May 30th pay date.
In the demo account "Growing Company (Complete)" in panda, demonstrate what each admin's permission are and how to tell the difference.
(P) Primary Admin: Can do everything in Gusto, including managing other admins
(FA) Full Access Admin: Can do everything the Primary can do, except manage other admins
(LA) Limited Access Admin: Abilities depend on permissions given - you can see these by clicking on the question mark.
(S): Signatory can sign documents.
Pitch & Demo: Who should you bring up Gusto's referral program to? Pitch our B2B referral program and demonstrate how an administrator can access their unique referral URL and review the terms & conditions in-app.
Who? Everyone you've had a positive or neutral interaction with! Both the referrer and referree get a $100 Amazon gift card 30 days after becoming paying customers! What's not to like?
Click on "referrals" and then "copy link"
What is the difference between a New Plan and a Broker of Record deal?
New Plans are for companies establishing small group health insurance for the first time, or switching to Gusto from a PEO. Broker of Record are for prospect who have established benefits with another broker and want to transfer the policy to Gusto.
What do the following State Tax Accounts have in common? VA Department of Taxation Account Number, CA EDD Number, Wisconsin Tax Account Number, Connecticut Department of Revenue Registration Number, Arkansas DFA Account ID. What resource do you use to find out? What would you advise a prospect who needs one of these numbers in onboarding?
All of the numbers are for income withholding and therefore are required before any payrolls can be run in Gusto. You should advise the prospect to register for the number that day to ensure they receive as soon as possible.
Resource: https://ikb.gusto.com/engagement/Care/Care-IKB/1059836521/State-tax-reference-table.htm
Explain what payroll in arrears is and when a business may use this. Then, show how to set this up as a pay schedule in a demo account.
The pay date is the day they receive their wages for the pay period. If there is a delay between your pay period and your pay date, this is called paying in arrears. For example, your employee works from January 1-7, and you pay them for that week on January 13.
Demo: Edit pay schedule. Set the pay period to end on a date 5-7 days before the pay date.
In a demo account in Panda: Demonstrate how to send a password reset to Hannah Arendt.
Go to employee, click on her name, then click "Send Password Reset Email".
Pitch & Demo: You have a prospect whose rapidly growing and hiring both salary and hourly employees. Provide a value proposition of the Complete plan and then demonstrate one feature unique to the Complete plan in a demo account.
“This is the plan that I usually recommend, because it includes all the bells and whistles for managing a team, instead of simply processing payrolls. So if you think about how you want to manage PTO, where you're keeping important onboarding documents, and how you handle employee offer letters, it's generally a pretty scattered process. Complete makes sure all of those HR tasks are handled easily and compliantly, in one place.”
Features: admin permissions, offers, time tracking, PTO management, Directory, surveys
In a demo account, demonstrate where in the account a customer would go to access the health insurance flow within Gusto.
Click on the Benefits Tab, choose "Let Gusto Manage my Benefits".
What is unique about payroll in the state of Pennsylvania? (ex: taxes) (Yes, you can Google).
The state of Pennsylvania imposes certain payroll taxes in the governing of their local municipalities and school districts.
Depending on where an employee lives AND works they can be subject to state income tax, a city income tax, a district Earned Income Tax, and a Local Services Tax.
The taxes imposed depend on the Political Subdivision Code (PSD) associated with each employees home and work address. That means an employer in PA has to register for a bunch of local accounts on top of their state withholding and UC accounts.
What are unpaid tax liabilities and how are they calculated in Gusto's onboarding flow? What steps can you take if the prospect tells you the amounts are incorrect in their account?
Unpaid tax liabilities is exactly what it sounds like. These are withheld taxes that haven’t been paid to the government agencies yet. There are two possible unpaid tax liability scenarios when a company switches payroll providers:
The previous provider refunds the company the money they’ve withheld to pay taxes with. (This is most common.)
The previous provider pays all of the government agencies the money they’ve withheld upon learning that the customer intends to switch.
If unpaid tax liabilities are wrong, there are a few things you can help them check: A. Are their SUTA rates entered correctly in state setup, B. Were previous payrolls entered with 100% accuracy, including breaking out every pay date in the quarter? Typically one of those two will catch the error.
In panda demo, demonstrate how to find the first payroll processed by the customer and how to view the Employee and Employer Taxes.
Click on "Employee Payrolls" or "View all payrolls".
Find the payroll with the earliest "Processed At" time stamp.
Click on the "Payment Period" to open the payroll in panda.
The Employee and Employer taxes are located in the black box on the left hand side of the page.
Pitch & demo! What are the 3 pillars of Concierge that make the plan unique and highly valuable to small business owners? In a demo account, demonstrate how to access a feature of the HR Resource Center and how it could be useful to an employer.
Dedicated Support: 3 person support team for your company. They can answer payroll and benefits questions, as well as straightforward HR questions. Often, the Dedicated Support team will forward HR related calls to the HR Pros.
HR Pros: The HR Pros are a team of HR-certified professionals who can provide helpful HR guidance and support to small business owners on any HR related topic. They can help with anything from creating an employee handbook, to helping with hiring and firing of employees.
HR Resource Center: This is an online HR portal, full of HR resources to assist small businesses with self-service information. This is accessible directly through the Gusto platform.
In a Concierge account, click on HR Resources, choose HR Documents.
In a demo account, demonstrate and walk us through how a customer would set up a 401k account that is NOT managed by Guideline.
New Plan:
Click on Benefits, select 401k, I'll manage myself. Set up the contribution scheme, enroll employees