This document provides information on quality and customer satisfaction for a sales training session. It defines quality as meeting customer requirements. It discusses the roles and mindset of top sales performers, including being ambitious and committed. It also addresses barriers to performance like poor prospecting and provides solutions. The document emphasizes being accountable for results and improving quality through attitude. It discusses measuring performance against standards. Finally, it covers understanding different customer types and how to deal with each to improve sales quality.

1. QUALITY STARTS WITH
YOU
training session
Feb 2015
By: Tamer Moustafa

2. 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.

3. Intoduction
and
Definitons

4. 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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5. 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?

6. 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).

7. 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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8.  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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9. 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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10. MADE SIMPLE FOR YOU
 What is quality?
“meeting the
customer
requirements”
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11. AND HOW WILL YOU DO THAT!
TotalQualityManagement-Spring2010
11
 You should
demonstrate>>>>
◦ Reliability
◦ Responsiveness
◦ Assurance
◦ Empathy
◦ Tangibles

12. DO YOU NEED AN ILLUSTRATION!
Dimension Examples
1. Convenience Do your job in a manner convenient to your
customer.
2. Reliability Be reliable make him feel he can count on
you
3. 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?

13. EFFECTS OF POOR QUALITY
1. Low customer satisfaction
2. Low productivity, sales & profit
3. Low morale of workforce
4. More re-work, material & costs
5. High inspection costs
6. Delays
7. Higher costs and greater waste of resources
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14. BENEFITS OF QUALITY
1. Higher customer satisfaction
2. Reliable services
3. Better efficiency of operations
4. More productivity & profit
5. Better morale of work force
6. Less wastage costs
7. Less Inspection costs
8. Improved process
9. More market share
10. Spread of happiness & prosperity
11. Better quality of life for all.
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15. 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
Qualityyou want
!

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

17. SESSION 1
 Having a Topsales performer
mindset

18. TASK 1
 What is the mindset of a (top sales performer)
simply What are his traits!
 You have 10 minutes to prepare your output

19. TOPSALES PERFORMER MINDSET
1. He is ambitious.
2. He is courageous.
3. He is committed
4. He is professional.
5. He is prepared.
6. He is Engaged in continuous learning.
7. He is accountable.

20. TASK2
 Barriers that holds performance back and how to
overcome them
 10 mins to get output

21. 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.

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

23. TASK 3
 Define accountability and taking responsibility of
target achievement!
 Give Reasons for poor sales and how to overcome
them!

24. WATCH THIS VIDEO
https://www.youtube.com/watch?v=UF0EoMW0J78

25. 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!!!!!!!!

26. 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.

27. TASK 4
 How to improve quality through your attitude

28. This is the know HOW
Measure
performance
Compare
performance
to standard
Replicate cause
of high
performance
Eliminate cause
of low
performance
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29. 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.

30. VIDEO TO CHANGE ATTITUDE
https://www.youtube.com/watch?v=KlzL2ocQl5I
 This video will help u change your attitude positively
not only in sales but in you whole life.

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

32. WATCH THIS…GET THE 4 STEPS FOR SELF
MOTIVATION
https://www.youtube.com/watch?v=MsDIoRE0QUY

33. 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.

34. END OF SESSION 1
BREAK

35. SESSION 2
 Improving sales quality through better
understanding of your
customer.

36. 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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TotalQualityManagement-Spring2010

37. 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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TotalQualityManagement-Spring2010

38. 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 obtained
from the horses’ mouth!
 Areas for improvement can be noted.
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TotalQualityManagement-Spring2010

39. 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!

40. 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'.

41. 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.

42. 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 .

43. 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.

44. 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.

45. TASK 3
 What questions to use in a sales call

46. 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.

47. 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?”

48. 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.

49. 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.

50. TASK 4
 How to improve your rapport and strengthen
customer relationship.

51. 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.

52. 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!!

53. TASK 5
 How to use your knowledge to increase your sales!

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

55. 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!

56. 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)”

57. 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.

58. ROLE PLAY

59. CLOSING
 Thank you…