Your medical sales product lacks requested features. How do you handle a client's needs effectively?

Customer needs vary The pharmaceutical industry hematology/oncology/immunology-is somewhat unique because the obstacles are not always as simple as, product A has beneficial impacts on a disease and the adverse events are manageable and well tolerated. While those are the primary needs, the secondary needs come down to a multitude of issues: how easy is it for me to get my patient on this drug? Is it covered by multiple insurance plans? Does my practice have an outlay of cost that is burdensome? If you can get past those hurdles, then it comes down to, I am comfortable writing drug B for this particular patient, why should I write for your drug. So how do I handle the needs? Control the controllables and manage the expectations.

Listening is a crucial step in understanding customer needs and identifying their concerns. When we listen attentively, we can Identify the specific feature or aspect that's lacking or causing concern - Ask clarifying questions to ensure we understand the concern - Acknowledge the customer's perspective and show empathy - Highlight the benefits and features that can address their needs Effective listening helps us move beyond just addressing the immediate concern to providing a comprehensive and satisfying customer experience.

First of all, appreciate your customer highlighting the need and information provided and ask open ended questions to clarify further the exact need. Actually you get more time to reply and started getting comparing if need is matched with your product' benefits. If features of your product does not fulfill the need of the customer, you accept and appreciate his concern and give comment to forward his need to the marketing department for further action. There are different circles, out of them, one circle of control which is in your control and taking action is with you and you can start taking action from very first day. 2nd circle is circle of inference which is not in your control rather you can only inference others to take action and t

According to my experience to understand the client’s needs very well, we have to listen him carefully, we must be absolutely sure that we fully understood what he is asking for. It is quite useful to ask clarifying questions to identify the specific features they need and why they need them. Determine how critical the missing features are to their patient outcomes. We must acknowledge - if this is the case - that our product doesn’t have the requested features, avoid overpromising or misleading the doctor. We must show that we understand the importance of the missing features and their concerns for them. Afterwards, we will look whether there’s a way to meet the doctor’s needs using the existing features in a different way.

I believe the best approach to handle this situation is to understand the client's needs, communicate clearly, and offer alternative solutions. Understand your client's needs. Actively listen and empathize. Communicate openly and honestly. Explain product limitations, but emphasize commitment to finding solutions. Offer alternative solutions. Demonstrate dedication to meeting their requirements. Keep the client informed about future updates. Show commitment to continuous improvement. Build a strong partnership. Collaborate with the client to identify innovative solutions. By combining these elements, effectively address client needs.

In this case by focusing on alternatives we can manage effectively the relationship with the doctor. Namely if there’s a way to meet the client’s needs using existing features differently, we must propose these alternatives. We can also emphasize the strengths of our product that address other key client needs, which might outweigh the missing features. If possible, we can discuss potential customizations or future updates where the missing features might be included. Furthermore, we could share case studies or testimonials where other doctors have achieved success without the requested features.