Main Subject - Business

How often is the Sales team on one side of an organization while Service is on the other?

How often does this ‘divide’ lead to the loss of possible sales, more tension bet

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

ween the groups, and negative service experiences and perceptions for the customer?

At one high-end European car dealer, the physical separation between Sales and Service

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

was so thick, they called it the Berlin Wall.

It doesn’t need to be this way!

In a bold effort to bring these groups together, the car dealer tore down the physical wall

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

separating Service from Sales.

The sales staff were concerned. They were afraid new business prospects might be turned off by what they saw in the Service Department.

The

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

service team was equally unsure, afraid of frequent and furious criticism from their colleagues in sales.

We need to change these points of view!

When you buy a new car,

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

when do you want to meet the people in the Service Department? Do you want to wait until your first problem, tune-up or oil change? By that time you might be ‘just another

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

customer’ needing service.

How would you feel if the people in Sales introduced you proactively and personally to the manager of the Service Department? Would you prefer

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

the Service Manager know your name, greet you face-to-face and match you with your new car before you ever needed his assistance? I would.

A proper, positive, proactive in

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

troduction to the Service Department can have a huge impact on the experience and satisfaction of the customer. This makes sense: good service begins in sales.

Service is

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

also a great time to begin new selling!

Experienced service professionals know a lot about the latest products and features. They know which models are popular, reliable a

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

nd trouble-free, and they know which ones have problems.

If someone is repairing your machine and tells you about a newer model that is trouble-free and getting great revi

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

ews, would you be interested in learning more? Would you trust this person to be telling you the truth? Would you be willing to see or try a demonstration?

‘Good morning,

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

sir. Your car is scheduled for a tune-up. We should have it ready by four o’clock. By the way, some new cars came in that handle just the way you like, and have the extra s

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

pace you need for your sports equipment. I thought you might enjoy driving one. I reserved it for you to use while we repair the car you’re driving now. Have a good afterno

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

on. Enjoy your new car!’

It’s true. New sales can get started in service.

Incidentally, the European car dealer is doing more than just tearing down the wall. They are ch

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

anging the compensation program to pay salespeople when customers get great service, and pay service people when the Sales team sells more cars. It’s a great way to get peo

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

ple’s attention. And a smart way to get them working more closely together.

Key Learning Point
----------------------------------------------------------------

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

----------------
For more sales, better service, happier customers and employees, get Sales and Service working hand in hand. Customers experience both sides – each sh

.

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

ould support the other.

Action Steps
--------------------------------------------------------------------------------
How well integrated are your Sales a

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

nd Service teams? Do they work together to create positive service impressions and stimulate new sales? What can you do to tear down the wall between these two departments?

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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Having problems in creating your own merchant account? Are the expenses needed in order to pay for these accounts too much for you? Then do not worry because there are companies called third party companies that are willing to help you get the account you need.

While it is possible to give a long-winded definition of redundancy, the simple fact is: redundancy is a type of dismissal.

What a difference a year makes, especially in the real estate brokerage business. Everything was hot a year ago, but today we're back to a normal, read longer market times, market in most areas of the country. I spend time every week teaching new agents the day-to-day parts of the business and coach many other new and experienced agents. I have them fill out a survey about common take aways from the business. Here are some of the results, based on full-time agents with at least three closed transactions.

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Main Subject - Service Begins in Sales, New Sales Begin in Service

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