Top 5 Things to Know for CE:

Transcription

1 Everyone Sells: Involving the Entire Team in the Sales Process Les McKay, Regional Sales Manager, HomeChoice Partners, Inc. - A DaVita Company, Norfolk, VA Top 5 Things to Know for CE: Make sure your BADGE IS SCANNED each time you enter a session, to record your attendance. Carry the Evaluation Packet you received on registration with you to EVERY session. If you re not applying for CE, we still want to hear from you! Your opinions about our conference are very valuable. Pharmacists, Pharmacy Technicians and Nurses need to track their hours on the Statement of Continuing Education Certificate form as they go. FOR CE: At your last session, total the hours and sign both pages of your Statement of Continuing Education Certificate form. Keep the PINK copies for your records. Place the YELLOW and WHITE copies in your Evaluation packet. Make sure an evaluation form from each session you attended is completed and in your Evaluation packet (forgot to pick up an evaluation form at a session? (Extras are available in an accordion file near the registration desk.) Put your name and unique member ID number (six digit number on the bottom of your badge) on the outside of the packet, seal it, and drop it in the drop boxes in the NHIA registration area at the convention center. Disclosures Les McKay declares no conflicts of interest or financial interest in any service or product mentioned in this program. 1

2 My Attitude Is Everything! I will not let anyone steal my joy. I will not let anyone or anything impact my positive attitude. I will overcome, overpower and overturn all obstacles. I can and will handle the challenge. 2

3 I will overcome, overpower and overturn all obstacles. I can and will handle the challenge. I will look further than my vision, because I will walk by faith not by sight. I will dream Big Dreams. I will be proactive. I will move with a sense of urgency and stay committed to my goals 3

4 I will check and recheck, balance and counterbalance, measure and be measured to the highest standard of excellence. I will not give up, let up or look up to the fear of defeat. I will never forget who I am or where I come from. I realize this day, this moment, is truly a blessing. 4

5 My attitude is everything! I have always said that everyone is in sales. Maybe you don t hold the title of salesperson, but if the business you are in requires you to deal with people, you, my friend, are in sales. -Zig Ziglar Not only does everyone sell, everyone and everything communicates. 5

6 The Hidden Ingredient to Successful Home Infusion Service Sales When everyone sells and is engaged, everyone wins! The Total Sell Every person in the organization should be taught to sell Each person, in truth is a salesperson Some are simply better at the craft Some do it more deliberately, with positive results 6

7 In Home Infusion who Sells??? Receptionist and other administrative types Intake teams Liaisons Account Managers Nursing teams Drivers Pharmacist Turn every employee So how do you maximize selling opportunities and turn every employee into a sales person? Here are a few suggestions: Train Every Employee Create a training class that teaches every employee how to best represent the company and identify prospective customers in any environment. They need to know what to say, how to say it. 7

8 Create an Elevator Pitch and Have Every Employee Memorize It An elevator pitch Thirty second commercial that introduces your company Explains what your company sells/services you provide A hook question to grab their attention and continue the dialogue Give Every Employee Business Cards Everyone who works for your company should have a business card, regardless of title, rank or role. Business cards are an accepted and required tool utilized during most networking situations and allow people to share their company and contact information. They cost pennies per card so don't be cheap. Recognize Top Non-Sales Employees When a non-sales employee brings in a customer, publicize it! Recognize the person and let everyone in the company hear the success story. Recognition is a fast, effective and inexpensive way to drive behavior. Most people enjoy being recognized, especially if they are in a role that doesn't tend to be put in the spotlight. 8

9 Implementing By implementing these simple and inexpensive initiatives within your company, you will see increases in revenue, employee satisfaction as well as a stronger team environment. The Administration Staff Sell By answering the phone with a smile they have the customer at Hello They influence clinicians choice for a HI provider directly and indirectly by providing informative, accurate and on time information. How the customer perceives them will result in positive or negative outcomes They are at the forefront of customer service They can be a part of the un-selling process Intake Being an active listener Knowing what the customer needs before the customer asks Gathering information in a timely and accurate manner to avoid unnecessary calls and shorten the length of the calls. Be a full service provider, listen, take notes, keep the time to a minimum, and have on time and accurate follow up 9

10 Liaison Do your customers job Keep your face to face time with the CM at a minimum Be concise with precise follow through Know when to listen Make yourself indispensable Be professional at all times Be dependable Account Manager Prepare and Plan your approach Be a Business Person who sells, not a sales person that wants the business Be a Chief Listening Officer Become a part of your customer s business strategy Learn your Customer and tailor your approach to their strategy Nursing Team A nursing team approach is made up of individuals who recognize the best practice and delivers it a 100% of the time. K i th t d d f ti Knowing the standards of practice. Being the best in patient care Having the best outcomes in patient care Being an educator 10

11 Drivers Being the best at customer service. Be a listener Being the face of the company at all times Deliver concierge service without having the customer ask for it Pharmacist Know your customer, (patient, nursing agency, hospitalist, case manager, MD, payer, etc) Clinically i ll astute t Driven for positive patient outcomes Being the eyes of the physician in monitoring patients Accurate and concise follow through TEAM Those Home Infusion companies that work as a team and implement the team selling concept, are the ones that win. 11

12 Team Selling Just like the precision drum and bugle corps, who march and play precisely in tune and in step, the members of your team must understand their individual roles, how they interface and interact with the members of your prospect's team, and where their skills apply and do not apply. The team must not only have a clear leader--the quarterback--if you will, but also a superb and knowledgeable manager or coach who develops the plan of attack with input from all the team members. That person can then orchestrate its implementation and can bring out the best in each team member, without fear of calling on the prospect as well. Your coach also must be able to effectively alter the strategy as the sales process advances so the nuances and emergent realities of the experience, as it unfolds, can be addressed effectively. A global provider goes after the business one client at a time. The Key to Being THE Global Provider Be a Chief Listening Officer (CLO). If you build your listening skills, they will come! 12

13 Techniques to Help Recognize the Team Selling Approach Sales Star Awards Provide talking points to intake teams for different sales blitz activity Meeting informally with team members and encouraging sales excellence You can have everything in life you want if you will just help enough other people get what they want. When you are truly interested in other people, you will learn what they are interested in and if they have a need for your product. If they like you, and most people like folks who take an interest in them, they ll help you find people who do need what you have to sell, even if they don t. 13