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E-Folder - 7 Things You Should Never Say to a Potential Customer
Don’t scare away your customers by saying the wrong things
Customers expect a certain kind of behaviour from companies and if we want to stay in business, it is our job as service providers or manufacturers to stand up to those expectations. There are certain
Customers expect a certain kind of behaviour from companies and if we want to stay in business, it is our job as service providers or manufacturers to stand up to those expectations. There are certain
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
things that are a total no-no while communicating with a customer. It will be a good idea to remember these things and have them as a ready checklist with you, always
1. Never say to a potential customer: We don't accept credit cards. As a business entity yo
1. Never say to a potential customer: We don't accept credit cards. As a business entity yo
; 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
are expected to accept credit card payments. Your inability to accept credit card payment may disappoint your customers and they may move to another supplier. As a business entity you can get your own merchant account to process credit card payments.
Bottom
Bottom
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
ine - Accepting and processing credit card payments is a real must for any business and you must have a provision to do so. - if they understand the qualification process before applying. (We'll cover that in another article.)
2. Never say to a potential cust
2. Never say to a potential cust
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
omer: Allow us 3-4 weeks for shipping. Please remember that when a customer is ready to buy, he wants the product immediately. If you tell a potential customer that he has to wait for some days/time before he can actually make use of the product, he will usual
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
y turn to the supplier who can supply the goods faster.
Bottom Line: To avoid losing customers, offer only those products that you can ship immediately or latest by the next day. For any a business entity it is criminal to expect customers to wait for the pro
Bottom Line: To avoid losing customers, offer only those products that you can ship immediately or latest by the next day. For any a business entity it is criminal to expect customers to wait for the pro
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
ucts after having made the decision to buy.
3. Never indicate to a potential customer: No questions entertained! The potential customers may want to speak to you before placing their orders, to clarify some doubts. But if your website does not include a conta
3. Never indicate to a potential customer: No questions entertained! The potential customers may want to speak to you before placing their orders, to clarify some doubts. But if your website does not include a conta
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
ct number, then in a way you are telling the prospects that you do not entertain questions and calls, and this may discourage sales. It is human nature for people to make personal contact with the seller before they actually buy.
Bottom Line: To avoid losing
Bottom Line: To avoid losing
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
ales and customers, always include a contact phone number in your web site, press releases, sales letters and advertisement messages.
4. Never indicate to a potential customer: We aren't interested in taking your call. All incoming calls to your business shou
4. Never indicate to a potential customer: We aren't interested in taking your call. All incoming calls to your business shou
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
d be answered without fail, either by a live person during business hours or by a professional voice mail system after office hours. If business phones go unanswered then the potential customer can get a doubt regarding the reality of your business. They would
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
want to place orders with a business that answers their calls. To always remain in touch with the customer, divert your office phone lines to your mobile phone, even during hours you are away from the office, especially if you do not have a voice mail system.
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
The same is true with fax calls. All businesses are expected to have a fax machine to be able to receive a question from a customer, an order from a buyer or anything else. You can not tell a customer that you will receive the fax message on somebody else's m
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
chine!
Bottom Line: Make sure your business phones are answered at all times by a person or a voice mail system or the calls are forwarded to your cell phone. You must make provision to receive fax messages, if you do not have a separate fax machine.
5. Shou
Bottom Line: Make sure your business phones are answered at all times by a person or a voice mail system or the calls are forwarded to your cell phone. You must make provision to receive fax messages, if you do not have a separate fax machine.
5. Shou
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
d never have to say to a potential customer: We don't have a web site. It has become mandatory for all businesses to have a website, where the potential customers can get information about your company, the products you offer, sales support that you give, alon
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
g with your physical location and contact information. Potential customers have their first interaction with a company through their website.
Bottom Line: It is expected for all businesses to have a website that is easily navigable and provides the informatio
Bottom Line: It is expected for all businesses to have a website that is easily navigable and provides the informatio
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
that potential customers will be looking for.
6. Should never have to say to a potential customer: Sorry, I am not carrying a business card. You should always carry your business card, even in non-business environments, because you never know when you may ha
6. Should never have to say to a potential customer: Sorry, I am not carrying a business card. You should always carry your business card, even in non-business environments, because you never know when you may ha
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
e to use one. At times contacts of potential customers may need your card to pass it on to the potential customer.
Bottom Line: Make sure you carry your business cards wherever you go, you may have to use one anytime, anywhere. The business card should give y
Bottom Line: Make sure you carry your business cards wherever you go, you may have to use one anytime, anywhere. The business card should give y
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
our name, your company name, your website address, email address and if possible a liner about what you offer.
7. Never indicate to a potential customer: our product can accomplish everything and anything you ever wanted in this kind of product. It is not pos
7. Never indicate to a potential customer: our product can accomplish everything and anything you ever wanted in this kind of product. It is not pos
.
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
ible for your product to get the moon for your customers, however great a product or service you may have. When asked about the features of your product, never exaggerate. Be honest when talking about product features, to the potential customers. Do not mislea
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
potential customers about what your product can and can not do, people generally appreciate honesty.
Bottom Line: Never exaggerate about product features to the potential customers, as it is better to lose a sale than to have a disappointed or angry customer
Bottom Line: Never exaggerate about product features to the potential customers, as it is better to lose a sale than to have a disappointed or angry customer
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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