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Main Subject - Five Rapport Selling Tips
Dale Carnegie wrote “When dealing with people remember you are not dealing with creatures of logic, but with creatures of emotion, creatures bristling with prejudice and motivated by pride and vanity”
Selling in financial services has gone through enormous changes. In 1986 I vividly recall going
Selling in financial services has gone through enormous changes. In 1986 I vividly recall going
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
for a job interview with an American life assurance company based in the UK. I still remember the language being used by the sales directors. “Punters”, “Close 50% of sales”, “Prospects”, “Don’t leave without a signature”
Nowadays, thankfully, his language and those sharp practises have all but
Nowadays, thankfully, his language and those sharp practises have all but
; 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
disappeared. But here’s the crux of the matter. We’ve gone too far down the regulatory route and many salespeople are forgetting the most important part of the sale…the customer, becoming bogged down in paperwork and red tape. Now my firm belief is that regulations were brought in to protect the
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
customer and to ensure they received an honest, reliable and worthwhile service.
My crusade is to put the customer back on the pedestal. Somewhere where they deserve to stay and flourish. If your product or service is high transaction then leave it to the internet or telesales. If you don’t then
My crusade is to put the customer back on the pedestal. Somewhere where they deserve to stay and flourish. If your product or service is high transaction then leave it to the internet or telesales. If you don’t then
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
the customer will. However, if your product/service is high relationship then you’ll want to go down the Rapport Selling © route.
This emphasises the customer every time and all the time. The salesperson is constantly putting themselves in the customer’s shoes. It requires an intense ability to
This emphasises the customer every time and all the time. The salesperson is constantly putting themselves in the customer’s shoes. It requires an intense ability to
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
build rapport and needs perfect and honed communication skills. Rapport is far more than just talking about the same football club or discussing your client’s children. It is a deeper integration with the client, immersing yourselves into their world and what makes them tick. And then designing a
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
sales process around them, not you.
To introduce you to how you can Rapport Sell © here are 5 random short tips I’ve put together taken from a much larger collection of tips. By the way, they are in no particular order.
1. When making calls to customers, never, never, never hang up your phone
To introduce you to how you can Rapport Sell © here are 5 random short tips I’ve put together taken from a much larger collection of tips. By the way, they are in no particular order.
1. When making calls to customers, never, never, never hang up your phone
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
before them. Wait for them to hang up first. It’s a small point but very irritating when you’re on the phone, agree to say farewell and immediately you hear their click at their end. Some get the impression that the other person can’t wait to get on to the next call.
2. Record all details of the
2. Record all details of the
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
customer. Use paper or technology to record all you can about the customer that you have so fastidiously collected and refer to it every time you speak or meet with them again. I use a software programme called ACT! Which records all sorts of information about my customers, not just the usual thi
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
ngs such as names and addresses. It records spouse details, children, hobbies etc. It shows me every contact I’ve had with them whether this be by phone, letter, email or a meeting. It allows me to constantly recollect everything about them when they call me. Make your customer data portable so y
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
u can recollect it at a moments notice. Handheld computers are fantastic devices to contain this information especially the ones which act as phones as well, instantly bringing up the customer file when they phone you. Very impressive and it shows the customer that you are putting them first not
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
ou. When you return to your desk, simply pop the device into the cradle attached to your PC and hey presto, the data is synchronised.
3. When asking questions be careful of your tone. Research has constantly shown that communication is vastly more than just the words we choose to use. Body langu
3. When asking questions be careful of your tone. Research has constantly shown that communication is vastly more than just the words we choose to use. Body langu
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
age comes into it but, increasingly, the tone we use affects how the words are interpreted by the customer. And that’s what Rapport Selling © is all about. How the customer sees it. Record your tonality during questions and statements that you make and observe the direction it takes. Questions sh
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
uld have a slight rising of the tone towards the end. Statements should have a relative flat tone, with emphasis on words where needed. Commands should and do have a tone that falls sharply at the end.
4. Listening is more than the words. There’s level 1 listening which is listening but with you
4. Listening is more than the words. There’s level 1 listening which is listening but with you
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
r point of view, constantly relating what you’re hearing to our experiences and values. I do this when I go to the airport. I’m listening and looking at everything with the sole purpose of going to the right terminal, at the right time. There is level 2 listening which is hearing what’s being sai
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
with the customer’s experiences. This is very difficult. Relating everything that is being said to them and their situation, constantly bringing it back to their world and their agenda. Then there is level 3 listening. Few people can do this. This is listening as though the information flowing t
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
o you is like a radio wave. Coming from all directions. Smells, instincts, opinions, body language, that subtle grin, that tonality, that closing of their eyes when they talk about their holiday…. That’s level 3 listening and that’s the one we need to strive towards if we are to master Rapport Se
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ling ©
5. Eye contact has to be one of the most important means of gaining rapport and building trust with people. The eyes are said to be the windows of the soul and unless we look at people as we talk and present, many people will not believe you and your actions and words. The key is to give
5. Eye contact has to be one of the most important means of gaining rapport and building trust with people. The eyes are said to be the windows of the soul and unless we look at people as we talk and present, many people will not believe you and your actions and words. The key is to give
.
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
as much eye contact as they give you. No more and no less, just the same. Again the whole emphasis here is to put your habits in the back room and focus on your customer and how best to communicate with them. When faced with eye contact challenge. You’ll know when this happens, use the social and
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
business gaze. The business gaze requires your eyes to glance from their forehead to the left eye, onto their right eye and back to the forehead in a triangular motion. The social gaze, which I always prefer, allows you to gaze from eye to eye and onto their mouth, back up to their eyes and so on
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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