QUALITY STARTS WITH

YOUtraining sessionFeb 2015By: Tamer Moustafa

GET PREPARED.

Please use the scenario word document to prepare the setting and for time control.

Kindly prepare flipcharts, markers, internet connections to play the video links.

Intoduction and Definitons

The Role of the Sales Force

Salespeople are an effective link between the company and its customers to produce customer value and company profit by:

• Representing the company to customers

• Representing customers to the company

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QUALITY We often use the word “Quality” in our every day

life and quite often it relates to something being exceptionally good i.e. A “Quality” meal A “Quality” Car Barcelona FC are a “Quality” side

Quality quite often relates to something you are prepared to pay extra for or has exclusivity.

We quite often use the phrase “poor Quality” or “good Quality” but what does “Quality” actually mean?

QUALITY The definition of quality depends on the

people defining it. How you view quality! I need your output

Some people view quality as(performance to standards) others view it as (meeting the customer s needs ) or (satisfying the customer).

WHAT IS QUALITY

American Society of Quality Control (ASQC) and American National Standard Institute (ANSI) defined quality as:Quality is totality of features and characteristics

of product (goods and services) that bears on its ability to satisfy given needs”

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Important to know that:

Quality is not fine-tuning your performance at its final stage .

Quality is in-built into your performance in every stage and in each step!

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DO YOU LIKE MATH! Good news if u like equations Quality has a quantitative measure- Q= (P / E ) ,

where Q=quality, P= performance(as measured .), and E = expectations( of the customer).

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MADE SIMPLE FOR YOU What is quality?

“meeting the customer requirements”

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AND HOW WILL YOU DO THAT!Total Quality M

anagement - Spring

2010

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You should demonstrate>>>>

◦ Reliability◦ Responsiveness◦ Assurance◦ Empathy◦ Tangibles

DO YOU NEED AN ILLUSTRATION!Dimension Examples1. Convenience Do your job in a manner convenient to your

customer.2. Reliability Be reliable make him feel he can count on

you3. Responsiveness Were you willing and able to answer

questions?

4. Time How long did the take from your customer time?

5. Assurance Are you knowledgeable ?

6. Courtesy Were you friendly and courteous?

7. Tangibles Were you presentable and neat?

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EFFECTS OF POOR QUALITY

1. Low customer satisfaction2. Low productivity, sales & profit3. Low morale of workforce4. More re-work, material & costs5. High inspection costs6. Delays7. Higher costs and greater waste of

resources

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BENEFITS OF QUALITY

1. Higher customer satisfaction2. Reliable services3. Better efficiency of operations4. More productivity & profit5. Better morale of work force6. Less wastage costs7. Less Inspection costs8. Improved process9. More market share10. Spread of happiness & prosperity11. Better quality of life for all.

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WHAT IS A STANDARD WORK?

A simple written description of the safest, highest quality, and most efficient way known to perform a particular process or task.

When correctly applied, standard work will give you the

Quality you want

!

TODAY IN OUR 2 SESSIONS WE ARE GOING TO DISCUSS STANDARDS IN ORDER TO GET QUALITY

SESSION 1

Having a Top sales performer

mindset

TASK 1 What is the mindset of a (top sales

performer) simply What are his traits! You have 10 minutes to prepare your output

TOPSALES PERFORMER MINDSET1. He is ambitious.2. He is courageous.3. He is committed4. He is professional.5. He is prepared.6. He is Engaged in continuous learning.7. He is accountable.

TASK2 Barriers that holds performance back and

how to overcome them 10 mins to get output

BARRIERS AGAINST TOP PERFORMANCE

Poor Prospecting new customers and updating lists. barriers to visit doctors in sufficient frequency and

quality more than the competition. The competition activities. Difficulty in Building the business based relationship

with customers. Miscommunication with internal and external

customers. Market changing dynamics. Failing to Keep the momentum , continuous motivation

and enthusiasm. Poor Time management. Poor Resources management and allocation. Lack of Defined goals.

the attendees to figure out and get solutions to every barrier stated in the last slide.

TASK 3 Define accountability and taking

responsibility of target achievement! Give Reasons for poor sales and how to

overcome them!

WATCH THIS VIDEO

https://www.youtube.com/watch?v=UF0EoMW0J78

AFTER WATCHING THE VIDEO! Ask for comments. Learning points when you face a problem!

When thing goes in an unexpected way! What will u do… Will u just ask for help or will you be

accountable and try to solve it!!!!!!!!

BE ACCOUNTABLE Be accountable own the problem and find solutions.. be problem solver you are hired for that!. Develop new accountability habits. innovate business development activities. Commit time and resources for problem solving. Measure the success through goals and time. Monitor the whole sales process and define points of

developments and put plans to improve. Take the imitative be a leader. Anticipate problems before they immerge and put solutions. Always have a plan b and c and d…etc. Connect behaviors to outcomes. Focus on the issues not the persons. Be objective.

TASK 4 How to improve quality through your attitude

This is the know HOW

Measureperformance

Compareperformance

to standard

Replicate causeof high

performance

Eliminate causeof low

performance

BelowStandard?

Above

Standard?

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HOW TO MEASURE PERFORMANCE! No. of calls Quality of calls No. of meetings and A.V activities Daily goals , weekly goals , quarter and

annual goals.

VIDEO TO CHANGE ATTITUDEhttps://www.youtube.com/watch?v=KlzL2ocQl5I This video will help u change your attitude

positively not only in sales but in you whole life.

TASK 5 Are you motivated! How can you tell! How a motivated sales person look like!

WATCH THIS…GET THE 4 STEPS FOR SELF MOTIVATIONhttps://www.youtube.com/watch?

v=MsDIoRE0QUY

GET THE MOTIVE BE ENTHUSIASTICCCCCC!

Enthusiasm and motivation is probably the single most important ingredient ….You can train anyone in most things but you can't train people to be enthusiastic - you either have it or you don't!

How you know if you are enthusiastic and motivated!!!

1. By the amount of preparation you have done.2. The vitality with which you discuss the subject

of medical sales and you do your tasks.3. You're overall determination to get a position

with your particular company.

END OF SESSION 1

BREAK

SESSION 2 Improving sales quality through better

understanding of your

customer.

CUSTOMER SATISFACTION

Customer is the Boss he is the ’King’. Customer dictates the market trends and

direction! Customer not only has needs to be

supplied( basic performance functions) Also he ‘wants what he

wants!’( additional features satisfy him and influence his purchase decision)

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WHAT IS CUSTOMER SATISFACTION? Is it due to Product quality? Is it due to pricing? Is it due to good customer service ? Is it due to company reputation? Is it something more?

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CUSTOMER SATISFACTION/DISSATISFACTION FEEDBACK

Customer feedback has to be continuously sought and monitored - not one-time only!( Pro-active! Complaints are a reactive method of finding out there is a problem)

Customer feedback can be relayed to Mfgr.

Performance comparison with competitors can be known

Customers needs can be identified Relative priorities of quality can be

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TASK 1 AND 2

What are the different type of customers. How to deal with each one of them! your sales personality ,how it affects

dealing with your customer!

CUSTOMER TYPES Analytical - Analytical people are known for

being systematic, well organized and deliberate. These individuals appreciate facts and information presented in a logical manner as documentation of truth. They enjoy organization and completion of detailed tasks. Others may see him at times as being too cautious, overly structured, someone who does things too much 'by the book'.

CUSTOMER TYPES

Driver - They thrive on the thrill of the challenge and the internal motivation to succeed. Drivers are

practical folks who focus on getting results. They can do a lot in a very short time. They usually talk

fast, direct and to the point. Often viewed as decisive, direct and pragmatic.

CUSTOMER TYPES Amiable - They are dependable, loyal and

easygoing. They like things that are non-threatening and friendly. They hate dealing with impersonal details and cold hard facts. They are usually quick to reach a decision. Often described as a warm person and sensitive to the feelings of others .

CUSTOMER TYPES

Expressive - Very outgoing and enthusiastic, with a high energy level. They are also great idea generators, but usually do not have the ability to see the idea through to completion. They enjoy helping others and are particularly fond of socializing. They are usually slow to reach a decision. Often thought of as a talker, overly dramatic, impulsive, and manipulative.

HOW TO DEAL! If you are able to quickly identify the personality

style of the customer, you will know the "hows" and "whys" of what to say to meet their needs. Once they feel that you truly understand them and feel an emotional connections, they will come up with the logical reasons to buy from you.

Now, if you don't feel that you belong to any one group, don't worry either. Many of us (myself included) don't fit squarely in one group or another. However, we do have one dominant personality style that we use day to day. Recognizing pros and cons of your specific personality style can help you understand how to better deal with your customers.

TASK 3 What questions to use in a sales call

WHY WE USE QUESTIONS! TO DISCOVER INFORMATION.. To Identify the needs of the customer by

using questioning techniques. This is probably the most important part of

the sales call as the answers he gives you will help you find out about his prescribing habits and what you need to do to convince them why he needs your product.

Note that Good questions can both save time and buy you time.

TYPES OF QUESTIONS!Open questions These usually begin with What, Where, Why,

When, Who and How? This will encourage the customer to talk, therefore

building rapport. For example: “What problems do you face when treating acute

pain?” “Where do you currently fit product X into your

prescribing for pain?” “What other products do you use to treat pain?” “Why do you prescribe this particular product?”

TYPES OF QUESTIONS!Closed questions Clarify and confirm Bring the conversation back on track. Maintain the “yes” momentum, which makes closing

easier. For example: “Would that be useful to you?”

“Do you have patients for whom this would be of benefit?”“How does that sound?”“Can you think of any reason why you wouldn’t use product X?”

Also effective as ‘tag’ questions.  Use them at the end of a selling message to gauge the customer’s interest.

TAKE CARE…

Not to interrogate the doctor; if there is no logic to your questions you are likely to irritate him/her.

Listen to the answers and react appropriately.

Questions should follow a logical progression.

TASK 4 How to improve your rapport and strengthen

customer relationship.

HOW TO BUILD TRUST AND RAPPORT! 1-Make a great impression. 2-Be credible and trustworthy. 3-use active listening. 4-learn about your customer style and

character. 5-remember that actions speak louder

than words.

THE KNOW HOW.… The opening is the skill of capturing the customers

attention and focusing on the sales call. A powerful impact to open the sales call will help you

state your objective and gain the interest of the customer.

Keep the introduction short and simple; Set the agenda State the value to the customer Gain acceptance For example: “I am sure that you see many patients with acute

pain.  I’d like to show you how product X can offer you solutions when treating pain.  How does that sound?”

Your opening can make or break the call!!

TASK 5 How to use your knowledge to increase your

sales!

HERE IS A SECRET IF YOU LOVE SECRETS! knowledge is power but to benefit from power you should know how to use it!

FEATURES VERSUS BENEFITS! EXPLAIN FEATURES AND BENEFITS Product may have several features / selling

messages that you need to get across during every call.

The objective is to present the features (characteristics) of the product

Relate the benefits (value) of the product to the customer’s needs and their patient’s needs.

ONLY BENEFITS SELL!

EXAMPLE

“You explained earlier that when your patients are in acute pain you want to give them something that works quickly … (the need) … product X relieves pain in 15 minutes … (the feature) … which means that your patients will get the fast pain relief they want (the benefit)”

“You also said that cost is important to you … (the need) … you’ll be pleased then to know that product X is less expensive that the leading brand … (the feature) … which means that you will save money (the benefit)”

SOME TIPS> Finish each sentence with a ‘tag’ question. 

This should close the customer into an agreement.

For example “Would that be useful to you?” ASK FOR COMMITMENT Obtaining a firm commitment

to prescribe your product is the most satisfying aspect of your work.

ROLE PLAY

CLOSING Thank you…