Advice You - Business

If you control language, you control thought. If you control thought, you control conversation. If you control conversation, you control outcomes.

Here’s a sample of several Phrases That Payses to use during your ph

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

one conversations. NOTE: I suggest writing them on sticky notes to post above your phone:

1. You don’t know me, but. Be honest. Don’t pretend to be someone’s best friend, especially the gatekeeper. When you

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

call, help someone know right away that you are calling as a stranger who hopes to become a friend.

2. Consider it done! Three simple words and your customer is already thinking about a positive future. It’s

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

onfident. It’s reassuring. It’s beautiful. COOL NOTE: in 2004, Gaylord Hotels, Inc., received industry-wide acclaim for their new PBX system, appropriately called, “Consider It Done!”

3. Excuse my annoying typin

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

; I just want to get all this stuff down! Polite, humorous way to subtlety demonstrate active listening while on the phone.

4. Fortunately, I work miracles! When a customer comes to you with a problem, say

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

this immediately. First of all, it’s funny. The humor will diffuse the customer’s anger. Secondly, it’s positive. Lastly, it’s reassuring. I recently had a problem with a vest from Old Navy. When the customer ser

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

ice rep told me she “worked miracles,” I was immediately excited and confident that she could help me. Interstingly enough, we never found the right size. But I almost didn’t care due to her positive, friendly respon

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

e.

5. Hang on; I want to write this down. Great in person, greater on the phone (since they can’t see you.) It’s the difference between showing and telling. This phrase lets them know you’re listening, takin

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

notes, and encourages them to offer more detailed answers.

6. I am at your service. Not just for customer service professionals any more, but for everyone! All business professionals are at the service of so

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

ebody, be it their customers or coworkers. Say this phrase to reassure your client that you’ve got their back. Remind them that they can ask anything of you. NOTE: especially effective great phrase to use with new c

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

stomers or coworkers.

7. I think I can help. It’s awfully hard for someone to turn down an offer. However, take caution when adding the word “you” to the end of this sentence. Make sure people know you want

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

to help their situation, not them as a person. They might become defensive if they think YOU think there’s something wrong with them.

8. Right away. Two simple, amazing words. Wow! It shows that people don’

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

have to wait. They get it now. Few phone operators use this, but when they do, it’s amazing. Way better than “as soon as I can,” “as soon as possible” and “immediately.” Right away.

9. Personally. A singl

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

word with amazing power. For example, “Mr. Sanders, I will take care of your incorrect order,” vs. “Mr. Sanders, I will PERSONALLY take care of your incorrect order.” You’ve committed. You’ve made it personal. You

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

ve instilled confidence in Mr. Sanders that you’re accountable for the mistake, even if it wasn’t your fault. Use this word daily.

10. Say no more! A fantastic response to any customer request. It shows cust

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

mers that you’ve taken immediate ownership of their needs. It’s fun. And it builds excitement. In fact, it almost makes you sound like you’re about to perform a magic trick!

11. The best way for me to help you r

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

ght now is. Customers don’t want to hear you say, “I’m sorry, there’s nothing I can do,” they want answers NOW. So, even if you can’t fully solve their problem that very moment, preface your response with this ph

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

ase. It demonstrates immediacy and positivity.

12. We can fix that! This tells your customers that you’re solution-oriented and partnering with them for success. (Key word = partnering) Try using this phras

.

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

instead of “no problem.” In fact, the word “fix” almost implies that it’s no problem. That you’re on it. “Fix” reduces the severity of the problem, no matter how big. It’s reassuring.

REMEMBER: when working on th

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

phone, you must try even harden to project approachability. By using these Phrases That Payses, you’ll be sure to WOW your callers ever time.

LET ASK YA THIS…
What are your best Phrases That Payses?

(772 words

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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