Customer Focus Model (SMART Selling)

1. What is customer centricity?

• · Product based

• · Need and patient based

• · Customer based

Steps of Customer Centric Selling Skills?

• Strategic Planning

• Implementation

• Evaluation

• All of The Above

long Term & Incremental Objectives Need to be :

• SMART

• Clear

• Direct

• Bonus Oriented

SMART Objectives Means:

• Specific, Measurable, Actionable, Relief

• Source, Manageable and ARTistic

• Specific, Measurable, Achievable, Realistic, Time Bounded

• SMART=Clever not Hard

Strategic Planning means :

• Putting Long and Incremental Objectives

• win-win-win situation

• Addressing customer's Needs that align with ESB Business Onjective

• All Of the above

Effective Opening Includes:

• Product benefit

• Customer priorities

• Social talk

Icebreaker Types :

• Professional Interests

• Social Interests

• Both

• Non of them

Body language and tone of voice form …… from interaction impact:

• 5%

• 55%

• 93%

• Non of them

Doctor needs to hear Features of the products only:

• Yes

• No

Examples of Effective Listening:

• Leaning Forward

• Paraphrasing

• Empathy

• All of them