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Useful Advices - What Level Of Telephone Sales And Customer Service Do You Provide?
Using the telephone as an effective sales and customer service tool begins before you ever pick up the receiver to answer the telephone or make an appoi
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
ntment or sales call. When you reach for a ringing telephone, you need to put a smile on our faces and then greet people with the same enthusiasm you’d
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
show them in-person. People can hear a smile, can’t they? You also need to have music in your voices and an attitude that conveys to a caller that he or
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
she is your top priority. The impression you create on the telephone can help you stand out from other organization If you don't stand out, you lose you
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
r competitive edge.
Practice these telephone-answering techniques that can help you stand apart from others:
1. Say,” Good morning or good afternoon."
Practice these telephone-answering techniques that can help you stand apart from others:
1. Say,” Good morning or good afternoon."
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
(Use these words to trigger a smile)
2. Sincerely thank the prospect, customer or client for calling.
3. Identify your institution, company or firm.
2. Sincerely thank the prospect, customer or client for calling.
3. Identify your institution, company or firm.
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
4. Identify yourself. (This is Jon Jeffers)
5. Ask, “May I help you?” or “How may I direct your call?”
6. Listen carefully to the caller’s request wit
5. Ask, “May I help you?” or “How may I direct your call?”
6. Listen carefully to the caller’s request wit
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
out interrupting.
How you answer your telephone, creates either a negative or positive impression in the mind of a caller. What you do and say after th
How you answer your telephone, creates either a negative or positive impression in the mind of a caller. What you do and say after th
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
e first impression is important also. For example, if callers must be placed on hold, give them a choice. Say: “I need to leave the line for a few min
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
tes to check that information, would you like to hold or may I take your number and call you back?”
Callers, who are put on hold, should be checked wit
Callers, who are put on hold, should be checked wit
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
h every 20 to 30 seconds. High quality service means you never keep people in the dark wondering whether or not they have been forgotten in a Musak limb
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
o. If callers are your most important priority, you must always treat them as such. In our workshops we use an exercise to illustrate how callers feel a
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
out being put on hold. In the exercise we ask participants to close their eyes and raise their hands at the end of two minutes. Workshop participant’s h
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
ands usually go up at about 27 seconds and most of their hands are raised before a minute and a half has passed. Two minutes on hold is the same as five
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
minutes in the mind of a caller.
When a call must be transferred, make certain to identify the person and the extension that you are transferring to. S
When a call must be transferred, make certain to identify the person and the extension that you are transferring to. S
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
ay: “Tim Connor is at extension 543. I will transfer you and stay on the line until he answers.” When the employee answers, introduce the caller and hi
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
need “Tim, I have Mrs. Inez Stewart on the line. She would like to discuss….”
Ending your call properly is important, too. Always thank the caller or
Ending your call properly is important, too. Always thank the caller or
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
in some way affirm the caller’s value to you and your organization. Say: “I’m glad I could help you, Mr. Johnson"; or “Call again anytime, Mr. Johnson”;
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
or “It’s always good to talk with you, Mr. Jones.” Then let the caller hang up first. To obtain a comprehensive manual on using the telephone effective
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
ly check out TeleSales & TeleService at: http://www.TheSellingEdge.com/manual3.htm
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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