Key questions addressed include:
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How to prepare a call, including analysis and setting objectives?
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How to gain interest and open the discussion?
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How to probe and identify customer needs?
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How to sell benefits?
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How to answer unfavorable questions?
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How to close and report a call?
You will learn:
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The principles and techniques of call management
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How to improve the quality of the call and gain partnership
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Practical tips and experience for immediate implementation
Overview:
This eLearning workshop teaches participants to understand and improve the key steps of the call management process. eLearners take the role of a medical representative in a simulated case study. Within a first simulation round, each eLearner analyses physicians, then decide on how to approach them in the coming call. They act, as ever, without any guidelines and decisions are based on professional instinct and experience. The interactive simulation work is followed by an online conceptual session on call optimisation focusing on how best to approach each physician. During a second simulation round eLearners re-take their decisions step by step, applying their new knowledge. The online debriefing highlights improvement and key learning points.
Agenda:
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Introduction (5-10 minutes)
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Simulation decision (20-30 minutes)
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Conceptual session including debriefing (20-30 minutes)
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Simulation decision retaken (10-15 minutes)
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Conclusion (5 minutes)
