Asking Better Questions PDF

Asking better questions Questions that lead to success in our business  Before we begin… The next slides contain 10 thoughts about how to approach selling EZ Scripts. These apply to EVERY sales territory/state.  10 General Thoughts 1. In the beginning, ask...

Asking better questions Questions that lead to success in our business  Before we begin… The next slides contain 10 thoughts about how to approach selling EZ Scripts. These apply to EVERY sales territory/state.  10 General Thoughts 1. In the beginning, ask very open-ended questions. Open-ended questions can elicit a wide range of responses and aren’t binary (yes/no) questions. One of your early goals is to learn as much as you possibly can about the account, its processes and its motivations. 2. Let the contact/account tell you what’s important to THEM. Once you know their “pain points” (and you also know how your WC system operates), you can begin to offer concrete solutions to your group’s problems. Use Salesforce (in the “Accounts” details) as a guide for what those “pain points” look like. For example, if one of their pain points is “lack of time”, then show them how EZ Scripts ultimately saves them time, ***LETTING THE ACCOUNT GUIDE YOUR CONVERSATIONS + UNCOVERING AN ACCOUNT’S PAIN POINTS = the way to eventually build an unbreakable long-term relationship, which results in lots of commission earned*** 3. As you get to know your contacts’/accounts’ needs better, narrow the scope of your questions as you guide them into a targeted solution. Your goal at this point is to help them understand that using us alleviates issues for them (and their clients/patients) 4. Reality doesn’t matter. What matters MOST is your target account’s perception of reality and their trust in YOU. Trust can be built in many ways. Focus on A) a group’s patients having the best possible pharmacy experience and B) educating my groups in ways that can ultimately help them make more $$$. Both of those things can be accomplished without spending a dime. They also work EVERYWHERE.  10 General Thoughts (continued) 5. ALWAYS have something of interest to “bring” to your accounts/contacts when you see them. If you’re well-connected and “in the know”, many groups like hearing things through the “grapevine”. Just be sure to A) never bad mouth another group, especially competitors and B) keep it professional and classy. If you figure out a group’s “pain points” + offer solutions for those pain points, they’ll be happy to see you and will ALWAYS give you time. 6. Think of each account as being on a line pr scale. On the far left, the account knows nothing about us, and won’t send us anything. On the far right, they love us and send us everything. Your goal is to continually push the marker to the right.  10 General Thoughts (continued) 7. You will ask different questions when you’re working with a law firm versus when you’re working with a medical practice. You will ask different questions for different types of medical practices. 8. Keep in mind that not all practices are claimant-oriented. In other words, some tend to get business directly from insurance carriers, or do other work for insurance carriers (like peer reviews, RME’s and IME’s). We can work with some of these groups, but in general, we work better with the group’s that are WC claimant/patient advocates. 9. Some questions may not be relevant to certain states or WC system participants (like a medical provider). For example, question 8A ("Do you do any/many depositions?”) doesn’t really apply for non-carrier affiliated medical providers in Texas and, in general, should only be asked when speaking with a medical provider. Learning what drives your groups and their “lingo” will put you on more equal footing when working with an account. Also, being laser-focused on each group’s individual needs + pain points helps you earn trust and respect. 10. Make sure you’re asking the right people the right questions. Generally, the front desk person doesn’t know much. You can also call ahead and ask who the “WC paralegals/legal assistants” are for the group. For medical providers, you can ask for the “office manager” and/or the “WC coordinator”. And now, the Questions The most important questions are BOLDED 1) The account’s WC business (general) A) Please tell me about your experience with WC claims/claimants/patients/clients (deliberately vague) B) Why do you do WC? C) What’s your mix of business? 2) The account's desires + future plans A) Would you like to see more WC? If not, why? B) What do you like most about seeing WC patients/clients? C) What do you least like about seeing WC patients/clients? D) Would you like introductions to ______ ? E) Do you see yourself still doing WC in five years? If no, why not? If yes, do you see yourself doing more of it? 3) Questions for the account’s key people/contacts A) What does retirement look like for you? B) What do you like to do in your spare time? C) Have any plans for the weekend? D) Have you ever attended any WC related events? If yes, then which ones and when? If no, would you like to know about upcoming events? E) What do you like about your role in this office? F) What’s not so great about your current role? G) How long have you worked here? If a long time, compliment them on being there that long. If not, ask them: what did you do before working this job? H) Why did you choose to do WC claims? This job? I) What’s your perfect workday look like? J) What do you like to do when away from the office? 4) The account’s internal processes A) Who within your office works with patients when they’re having issues with their WC medications? B) If you were me, who should I talk to within your office? C) How do you currently send prescriptions to a pharmacy? D) What’s your process to send WC prescriptions? (If it’s a medical provider) Can we check to see if we’re in you’re EHR/EMR system? E) Pretend I’m a patient/client. What would you say to me about using EZ Scripts? DO NOT skip this process. When people aren’t comfortable “selling” a patient to us, they don’t refer to us. 5) The account’s knowledge of WC pharmacy and associated challenges A) If you could build the perfect WC pharmacy, what would it look like? What features would it have? B) What’s your take on worker’s compensation medications? (Use this as an opportunity to explain how the process is more difficult on the WC side) C) If you already have a go to WC pharmacy, why do you use them? (Use when they tell you they have a preferred WC pharmacy) D) (If doing lunch or breakfast)- why am I here today, other than to feed you? E) Have you had any bad experiences when using a WC only pharmacy? If yes, what happened? 6) The account’s current challenges with WC claims/how the account views WC claims/patients A) If there’s a villain in the WC system, who is it and why are they a villain? B) If you could change three things (one thing/two things) about the WC system, what would they be? And why? C) Do you ever attend any WC related events? D) If there was one area that you’d like to learn more about in WC, what would it be? E) What’s the “perfect” WC claim look like? F) When treating a WC patient/client, what matters the most to you? G) Would you like to see more WC patients/clients? 7) The account’s mix of business A) Of all types of claims (private health, WC, Medicaid, Medicare, cash pay), which types of payors do you see now? B) Where do you get most of your WC business? C) Are there any WC claims that you won’t accept? D) What types of WC claims do you see? E) Of all types of claims (private health, WC, Medicaid, Medicare, cash pay), which type would you like to see more of in the future? F) Which WC insurance carrier do you see most often? G) What percentage of your practice is WC claims? 8) The account’s place in the marketplace (in other words, are they more claimant-oriented or carrier-oriented) A) Do you do many/any depositions? (Only for medical providers- does not apply in TX) B) Who do you work with on WC cases? (keep this one deliberately vague) C) Do you work at any other offices (medical providers)? D) Are you in any WC networks? In PA you can swap the term 90-day provider list in place of networks. In VA, you can use the term “panel provider”. E) Do you do many/any depositions? F) Do you do any peer review or RME work? (If yes, then the medical provider is almost certainly carrier affiliated) G) If you see less/more WC than you used to see, what are the reasons? 9) When the account commits to sending you patients, questions for holding them accountable A) How many WC patients do you have coming in for the rest of this week? Next week? Month? Can you send me those patients as your “tests” for our service? B) Would you like to be notified of when your first few new patients received their medications? C) How do you see your clinic/practice using EZ Scripts? D) Is there anything that would prevent you from sending all your WC patients to EZ Scripts? E) Pretend I’m a patient. Tell me about EZ Scripts, and what I can expect. F) Is there anything I can do to help you or your patients become more comfortable with our service? G) Would you like direct contacts within our operation? H) If you have any issues with our service, will you let me know asap? I) When your patients have a great experience with our service, would you mind letting me know? 10) Asking for more business or referrals to other groups that can send us business A) If you were me, who else should I visit? If you know that person/group, do you mind introducing me to them/the contact? B) Do you have any favorite reps (sales) that visit your office? Would you mind introducing them to me? C) Is there anyone that you are close to that you can refer to me? D) Is there a co-worker in this office that I might be able to help, and if so, how? E) When you’re not in the office, who fills in for you? Do you mind introducing me to that person? Questions or Comments?