TEST GRID REPORTING - Phoenix Healthcare LLC

INSTRUCTIONS

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Your Name or User ID*
Please enter your name or the User ID you have been allocated
INTEGRATE PRECISE PLANNING
CAPABILITIES / BEHAVIORS - INTEGRATE PRECISE PLANNING
- Utilize and leverage the cross-functional, therapeutic account plan, as appropriate, that is focused on meeting the specific needs of each customer and his or her patients
- Translate information into a SMART call objective that outlines the behavior of each customer you want to change or reinforce to achieve that objective
- Plan what you intend to do, say, show, and uncover during the customer interaction and anticipate the various directions the discussion might take and potential barriers that may surface
CAPABILITIES / BEHAVIORS 1. Choose 1 from these 4 options*
- DEVELOPING - Has a therapeutic account plan aligned with other functions goals but applies it rarely.
- PROFICIENT - Has a therapeutic account plan aligned with brand CSF and other functions, goals and applies it but intermittently.
- EXPERT - Uses a therapeutic account plan aligned to brand critical success factors and company strategy with a clear link to their tactical planning.
- ROLE MODEL - Able to demonstrate business outcomes within the therapeutic account plan at a higher territory level across the matrix team.
CAPABILITIES / BEHAVIORS 2. Choose 1 from these 4 options*
- DEVELOPING - Sets generic information gathering objectives.
- PROFICIENT - Sets SMART (Specific, Measurable, Action Oriented, Realistic, Time bound) objectives, most of the time aligned with customer needs and account plans.
- EXPERT - Always sets SMART (Specific, Measurable, Action Oriented, Realistic, Time bound) objectives and goals, based on customer orientated actions captured within the account plan building on previous actions. Has set out both minimum and maximum expectations for the call.
- ROLE MODEL - Sets SMART (Specific, Measurable, Action Oriented, Realistic, Time bound) objectives and goals. Helps others defining theirs. Builds on the previous actions within the account plan, leveraging other stakeholder influences within their objectives.
CAPABILITIES / BEHAVIORS 3. Choose 1 from these 4 options*
- DEVELOPING - Has generic questions mapped for the call.
- PROFICIENT - Purposeful questions based on customer knowledge, understanding needs and aligned to deliver customer objectives.
- EXPERT - Review objections, challenges, data resources to building on previous call, understanding the motivators and adapting to customers style. Consider the bigger account plan actions they are driving.
- ROLE MODEL - Mapping the call to leverage both internal and external resources.
CAPTURE ATTENTION
CAPABILITIES / BEHAVIORS - CAPTURE ATTENTION
- Craft your opening to frame the call around the SMART call objective
- Align opening to customer mindset and demonstrate authentic empathy for customer and his or her patients
- Balance rapport building with executing on call objective
CAPTURE ATTENTION 1. Choose 1 from these 4 options*
- DEVELOPING - Uses generic, same, or similar approach to initiating all or most customer interactions.
- PROFICIENT - Uses a relevant opening to engage customer in a meaningful dialogue.
- EXPERT - Constantly captures attention through a tailored and challenging objective focused, opening specific to that customer and sequential to the previous call.
- ROLE MODEL - Constantly captures attention through a tailored, objective which is both challenging to the customer, as well as focused. The opening is specific to that customer and relates back to the account plan. Impacts others or helps others to do the same.
GENERATE VALUE
CAPABILITIES / BEHAVIORS - GENERATE VALUE
- Identify customer's emotional insight and appropriately align customer dialogue
- Boldly differentiate the value of BMS products through the use of approved materials and messaging
- Ask purposeful questions and apply empathic listening
- Engage in a respectful intellectual debate or dialogue to drive key business objectives
- Identify and overcome barriers to achieving call objectives
- Provide patient-focused solutions that align customer needs with BMS priorities
GENERATE VALUE 1. Choose 1 from these 4 options*
- DEVELOPING - Asks questions, using open and closed questioning. Limited use of purposeful questions.
- PROFICIENT - Uses purposeful questions to build knowledge of customer's mindset and business approach.
- EXPERT - Routinely uses purposeful questions to build knowledge of customer's mindset and business approach, as well as their health care environment. Questions consistently develop a deeper dialogue with customer. Pauses to allow customer adequate time for reflection. Able to steer conversation back to agreed objective is off track.
- ROLE MODEL - Identifies the values and emotional drivers which connect the customer and the product, influencing the customer's decision making. Impacts or helps others to do the same.
GENERATE VALUE 2. Choose 1 from these 4 options*
- DEVELOPING - Sometimes recognizes and/or effectively translates customer's verbal and non-verbal cues.
- PROFICIENT - Recognizes customer's verbal and non-verbal cues most of the time, and adapts approach. Accurately summarizes customer's answers.
- EXPERT - Able to recognize and acknowledge what they see and hear using empathic listening. Checks whether his or her understanding is correct. Is consistently accurate when summarizing customer comments.
- ROLE MODEL - Through empathic listening is able to positively challenge the customers thinking where appropriate. Supports others to develop the same.
GENERATE VALUE 3. Choose 1 from these 4 options*
- DEVELOPING - Able to articulate BMS product features and competitive product profiles.
- PROFICIENT - Is fluent articulating BMS product features, links to benefits differentiating its competitive product profile.
- EXPERT - Articulates BMS product benefits relating these to the Health Care Practitioners specific identified patients and the patient needs, as well as the service impact. Leverages these to differentiate competitive product advantage and value.
- ROLE MODEL - Fluent articulating BMS product benefits and competitive product profiles and appropriately relates these to customer's and patient's needs. Competitive product knowledge allows for strong differentiation as comprehensive as own product's. Supports others to develop the same.
GENERATE VALUE 4. Choose 1 from these 4 options*
- DEVELOPING - Acknowledges and responds to objections. Sometimes advances before the objection is clarified and addressed or advances prior to uncovering real concern.
- PROFICIENT - Clarifies any objections ensuring they are real before responding.
- EXPERT - Constantly clarifies and responds to objections, ensuring these are real. Checks with the customer that these have been accurately addressed before advancing conversation.
- ROLE MODEL - Able to identify when to, appropriately use specialist knowledge and additional resources. Supports others to develop the same.
ACHIEVE AGREEMENT
CAPABILITIES / BEHAVIORS - ACHIEVE AGREEMENT
- Gain agreement on the value of BMS products and services that meet customer's needs
- Translate agreement into action, hold customer accountable to agreed-upon action, and monitor progress
ACHIEVE AGREEMENT 1. Choose 1 from these 4 options*
- DEVELOPING - Attempts to summarizes and gain a formal agreement.
- PROFICIENT - Mutually agrees actions aligned to customer and business needs.
- EXPERT - Challenges the customer to identify their action plan which will deliver the agreed commitment, and identifies clear milestones.
- ROLE MODEL - Supports customer to take ownership and lead on the action plan with clear benefits for patients and services. Links to next call objectives to monitor progress. Impacts or helps others to do the same.
ACHIEVE AGREEMENT 2. Choose 1 from these 4 options*
- DEVELOPING - Attempts to confirm actions within the formal agreement.
- PROFICIENT - Confirms and agrees any follow up actions for customer.
- EXPERT - Shares agreed actions with the wider account team.
- ROLE MODEL - Takes a lead within the matrix team taking ownership for the consequences of the action plan agreed with the customer.
REFLECT AND ASSESS
CAPABILITIES / BEHAVIORS - REFLECT AND ASSESS
- Analyze the interaction through self-coaching and identify actions and next steps
- Determine internal and external resources needed to fulfill call outcome
- Integrate learned information back into the account plan to build deeper customer understanding
REFLECT AND ASSESS 1. Choose 1 from these 4 options*
- DEVELOPING - Is able to self reflect on the output of each call.
- PROFICIENT - Pro-actively Self- coaches on each customer interaction to determine better or alternate approach.
- EXPERT - Takes ownership to self-coach following each customer interaction .Develops an action plan which reflects on both successes and failures to drive advancement.
- ROLE MODEL - Coaches and Mentors others to be able to deliver high quality in call performance. Can help team reflect on both successes and failures to drive advancement.
REFLECT AND ASSESS 2. Choose 1 from these 4 options*
- DEVELOPING - Follows up on any actions agreed.
- PROFICIENT - Develops internal and external network, to achieve goals and business outcomes.
- EXPERT - Efficiently manages internal and external network to leverage appropriate resources (people, materials) to achieve goals and business outcomes.
- ROLE MODEL - Understands and engages all the resources needed to fulfill the call outcome and drive the account plan objectives, Communicates and leads the implementation with the wider team. Impacts or helps others to do the same.
REFLECT AND ASSESS 3. Choose 1 from these 4 options*
- DEVELOPING - Captures customer interaction/ outcomes in CRM (Interact) as part of account management strategy.
- PROFICIENT - Develops sequential SMART follow up action plan and can communicate this to manager and colleagues (Recorded appropriately in Interact).
- EXPERT - Works collaboratively with the customer and colleagues to align activities which will achieve customer, business and company objectives for the benefit of patients.
- ROLE MODEL - Mentors and leads others in the creation and implementation of joint customer plans. Clearly communicates strategies and objectives to motivate others.

INSTRUCTIONS

Please enter your name or the User ID you have been allocated

INTEGRATE PRECISE PLANNING

CAPABILITIES / BEHAVIORS - INTEGRATE PRECISE PLANNING

Utilize and leverage the cross-functional, therapeutic account plan, as appropriate, that is focused on meeting the specific needs of each customer and his or her patients

Translate information into a SMART call objective that outlines the behavior of each customer you want to change or reinforce to achieve that objective

Plan what you intend to do, say, show, and uncover during the customer interaction and anticipate the various directions the discussion might take and potential barriers that may surface

CAPTURE ATTENTION

CAPABILITIES / BEHAVIORS - CAPTURE ATTENTION

Craft your opening to frame the call around the SMART call objective

Align opening to customer mindset and demonstrate authentic empathy for customer and his or her patients

Balance rapport building with executing on call objective

GENERATE VALUE

CAPABILITIES / BEHAVIORS - GENERATE VALUE

Identify customer's emotional insight and appropriately align customer dialogue

Boldly differentiate the value of BMS products through the use of approved materials and messaging

Ask purposeful questions and apply empathic listening

Engage in a respectful intellectual debate or dialogue to drive key business objectives

Identify and overcome barriers to achieving call objectives

Provide patient-focused solutions that align customer needs with BMS priorities

ACHIEVE AGREEMENT

CAPABILITIES / BEHAVIORS - ACHIEVE AGREEMENT

Gain agreement on the value of BMS products and services that meet customer's needs

Translate agreement into action, hold customer accountable to agreed-upon action, and monitor progress

REFLECT AND ASSESS

CAPABILITIES / BEHAVIORS - REFLECT AND ASSESS

Analyze the interaction through self-coaching and identify actions and next steps

Determine internal and external resources needed to fulfill call outcome

Integrate learned information back into the account plan to build deeper customer understanding