SMART SELLING

Leveraging Technology with a Personal Touch

Take your sales meeting to the next level

By Sharon Cohen, HIDA Communications Director

In early 2020, we all started to hunker down in our home offices while healthcare facilities pivoted to take on the tsunami of COVID-19. The routine day of a sales rep was turned upside down when travel stopped and onsite client visits disappeared.

Sales reps often feel like customers are family, but suddenly there was a disconnection when “home” wasn’t accessible. Thankfully, six months or so into our brave new world, there are bright spots. Technology combined with sales rep savvy has not only come to the rescue – it’s taken many relationships to the next level.

In a session at HIDA’s virtual Streamlining Healthcare provide backup on every real sales call with the slide deck. Expo & Business Exchange, four top supply chain sales That way, if he loses video or audio, his partner can jump experts talked about how they have learned to leverage in. “If the clinical science liaison is on the call, I also make technology to communicate and build relationships amid sure they have a copy of the slide deck so they can pick up the pandemic. Here are some of their lessons learned: if I drop off. It’s just providing good customer service,” Make sure your sales teams are comfortable on Kevin Dixon, Senior Director, Commercial Contracttheir meeting platform such as Zoom, WebEx, or ing, Medtronic, noted that his company has made sure his Microsoft Teams. “If we’re not fully sold on communicat- team has the tools they need to reach out to customers ing through this platform ourselves, how can we expect digitally during this unprecedented time. our customers to be,” says Account Executive Tim Mor- Caldwell says it’s important to explore product topics ris, McKesson Medical-Surgical. Don’t think of a virtual with your clinical team before pitching a meeting with a meeting as a sorry second chance, but as an opportunity customer. “We’re trying to be in a lot more opportunities to make an even stronger connection. “You can see into to our customers in addition to PPE.” people’s home offices and their lives – ask questions that put people at ease and get customers into their comfort zone,” advises Claflin VP Alex “By ending my meeting Caldwell. Morris places a guitar he made with his young daughters in the invitation with questions, background as a conversation starter. I’m addressing things that can

Use social distancing to bring easily derail a meeting before

together decision makers – virtually. There’s an opportunity as a the meeting actually happens. sales rep to bring together top people more easily. “We’re seeing an oppor- It’s extremely important to tunity to service customers from a team approach,” says Stephen Mil- set expectations.” ton, Sales & Training Development Director, PDI. “We can get a group – Tim Morris, Account Executive, McKesson Medical-Surgical of people together more effectively and easier than before by leveraging technology – and be more productive.” Be a resource. Customers ask a lot of questions about Be prepared. When Morris schedules a video meeting, and “I can give them some insight on that.” Additionhe puts a couple of “teaser questions” in the meeting ally, sales reps are supplied with educational materials invite, asking that they be answered before the meeting. that can help customers. For example, with the dramatic For example, “how are your PPE needs right now?” can reduction in elective surgeries during the spring, offer be addressed prior to the conversation. “By ending my clients tips and tools for how to help get patients back meeting invitation with questions, I’m addressing things into a client’s care settings. that can easily derail a meeting before the meeting actuhe says. what’s going in other parts of the country, notes Dixon, ally happens. It’s extremely important to set expecta- Embrace levity. Embrace the awkward. Even if you tions,” he advises. can’t connect in-person, show your personality by chang-

Caldwell agrees that you can’t “just request a meet- ing up your video settings with a fun background option ing,” but need to offer content that will pique curiosity. like a beach scene. It may bring a smile to someone’s face. “It’s really important to prep ahead of time.” And if your dog is barking in the background, ask who’s

Milton’s team conducts mock sales calls designed to have a dog lover. “Sometimes you just have to embrace the connectivity problems. He recommends that a colleague awkward,” Morris says.

Editor’s note: Technology is playing an increasing role in the day-to-day business of sales reps. In this department, Repertoire will profile the latest developments in software and gadgets that reps can use for work and play.

Technology news

Customize your company’s voice

Google recently launched a few updates to its Contact Center AI product. Among them is Custom Voice, available in beta, a new capability for CCAI and Text-to-Speech API that lets you create a unique voice to represent your brand across all your customer touchpoints, instead of using a common voice shared with other organizations. By taking advantage of the custom Text-to-Speech model created with Custom Voice, you can define and choose the voice profile that suits your business and adjust to changes without scheduling studio time with voice actors to record new phrases.

How could this new feature be used? Tech Crunch provided one example: Maybe your company has a wellknown spokesperson for example, but it would be pretty arduous to have them record every sentence in an automated response system or bring them back to the studio whenever you launch a new product or procedure. With Custom Voice, businesses can bring in their voice talent to the studio and have them record a script provided by Google. The company will then take those recordings and train its speech models based on them.

Improving your work-from-home experience

When it comes to computer monitors, seeing is believing. The editors at Wired included the best computer monitors for home offices in a recent work from home gear guide. Among the top recommendations: ʯ Acer SB220Q Bi 22-Inch Full HD monitor for $90 (“This simple 1080p monitor will do the job for most people and it’s about as affordable as monitors get.”) ʯ HP 24F 24-Inch Full HD Monitor for $180 (“It can’t be mounted, but it’s ultrathin and shouldn’t take up much space on your desk.”)

ʯ Asus VA24EHE 24-Inch Full HD monitor for $110 (“It’s well built, looks sleek, and the screen is sharp and gets incredibly bright. It’s plenty colorful, too.”) ʯ LG 24-Inch Full HD monitor for $130 (“Like the Asus, this is another good option if you want to mount your monitor.”) ʯ Dell S2719DM 27-Inch QHD monitor for $380 (“This monitor is bigger, has a very slim profile, a higher 1440p pixel resolution, can be mounted, and even supports HDR for better colors in supported apps.”) ʯ LG 34-Inch ultrawide monitor for $377 (“If you’re frequently in front of a monitor and find yourself craving more screen, consider an ultrawide.”)

Read the full gear guide at: www.wired.com/story/ work-from-home-home-office-gear-guide/#intcid=_ wired-homepage-right-rail_2db1b67a-7d68-42ab-8557212f46352dc7_popular4-1.

End of an era

According to The Verge, game console manufacturer Nintendo has discontinued the 3DS nearly 10 years after its release. Nintendo’s focus is now fully on the Switch, with the console’s hybrid nature removing the need for a dedicated handheld system. The 3DS received several revisions throughout its life: the larger 3DS XL, the improved New 3DS, the cut-price 2DS, and finally the sleek 2DS XL. In total, Nintendo shipped more than 75 million 3DS consoles worldwide – fewer than half as many of its predecessor, the phenomenally popular DS, The Verge reported. “But overall, the system can be seen as a success, and helped steer the company through the rocky Wii U years with more than 384 million games sold.”

The company has shipped more than 61 million Switch consoles as of the end of June – a figure that is likely to overtake the 3DS this holiday season.

Game on

Speaking of game consoles, Sony’s PlayStation 5 is set to debut this month. The electronics company announced it will launch the PS5 in the United States on Nov. 12. A digital edition of the PS5 will sell for $399.99 while the standard model will sell for $499.99. Sony is touting the console will come with lightningfast loading with an ultra-high speed SSD, a deeper immersion with support for haptic feedback, adaptive triggers and 3D Audio, and an all-new generation of incredible PlayStation® games.

Samsung launches Galaxy Watch3 Titanium

Samsung Electronics Co., Ltd. announced the launch of Titanium model of Galaxy Watch3. “Galaxy Watch3 boasts all the craftsmanship of a high-end timepiece, built with premium materials and a stunning signature rotating bezel,” the company said in a release. “And now, for the first time, Samsung is offering a titanium smartwatch model: elegant and lightweight, yet built to last. With military-grade durability and water resistance, your watch is fit for any setting – whether you’re running through the backwoods or meeting in the boardroom.”

The Galaxy Watch3 is packed with advanced monitoring features that offer valuable insights into your fitness and wellness. On-demand SpO2 measurements can track how well your heart is pumping oxygen, while VO2 max readings can evaluate overall endurance during training. To help you smash your fitness goals, enhanced sensors ensure that you stay within your target zone during workouts, home training programs allow you to exercise from home, and new sleep management tools maximize recovery. Starting at $599.99, Galaxy Watch3 Titanium will be available this fall at Samsung.com and major retailers.

Chances are you spend a lot of time in your car. Here’s something that might help you appreciate your home-away-from-home a little more.

Automotive-related news

Silvercar by Audi

Silvercar by Audi

Audi of America recently announced the expansion of the brand’s U.S. mobility solutions with the availability of Silvercar by Audi at Audi dealerships. Customers will now have access to Silvercar by Audi at participating dealerships in several markets to rent from an exclusive Audi fleet and enjoy the customer satisfaction and premium Silvercar by Audi experience.

Additionally, Audi at Your Door – launched in May at participating dealers – offers customers a new online premium vehicle purchase and service experience. The expanded offerings continue the brand’s efforts to meet and adapt to consumers’ evolving mobility needs. Customers can rent, purchase and get on the road the way they want to in an Audi.

The Silvercar by Audi operations update will allow new and existing customers to rent an Audi at participating Audi dealerships, providing another entry point for customers. Silvercar will continue to offer an exclusive Audi fleet with premium standard features through the Silvercar mobile app and Silvercar website, including service provided by a Silvercar Mobility Specialist on location to assist customers when needed. The newly launched Contactless Rental will also be available at participating dealerships, making renting with Silvercar by Audi a worry-free and consumer friendly experience.

“We’ve seen and heard from customers that their mobility needs are changing as transportation habits evolve,” said Stephan Zeh, head of Audi Mobility Services. “The addition of Silvercar rentals at dealerships

provides a new, convenient way for new and existing customers to enjoy the premium Audi experience in their neighborhood.”

The automaker said this new accessibility to Silvercar by Audi addresses the growing demand from new and existing customers for local rental options to accommodate regional transportation, longer test drives, flexible short-term transportation and lease bridges. It allows Audi to meet both short-term and long-term consumer demands and expectations during today’s rapidly changing travel environment. For example, urbandwelling customers are showing increased favorability toward auto travel due to the uncertainties currently surrounding air travel.

Circle K to deploy more EV stations

According to Automobile News, Circle K owner Alimentation Couche-Tard Inc. is taking its electric car strategy to North America after learning from consumer habits in northern Europe. The Laval, Quebec-based convenience store giant will add charging stations at locations on the west coast of the U.S. and Canada and in its home province, CEO Brian Hannasch said in an interview. Longer term, the company wants to expand into at-home vehicle charging in North America, as it’s doing in Norway.

“We’ll have chargers deploying in the next 12 months in Canada and in the U.S.,” said Hannasch, whose company has outlets in 48 of the 50 states. “Our goal will be to follow the path we’re on in Norway.” The company, which counts more than 14,350 locations worldwide, has been experimenting with chargers and stations for years in the Scandinavian nation, where subsidies for electric cars helped speed up their adoption.

NHTSA launches SaferCar App

The United States Department of Transportation announced the launch of a redesigned mobile app, SaferCar, by the National Highway Traffic Safety Administration with an emphasis on safety and convenience for the public. Available for both iOS and Android, it allows users to save their vehicles, car seats, equipment, or tires in a virtual garage on their smartphone. The app automatically checks, in the background, whether a recall is issued and alerts users when a recall occurs.

“In today’s world, smartphones are the tool of choice for many tasks – and the updated SaferCar app is a new safety tool at the public’s disposal,” said NHTSA Deputy Administrator James Owens. “The SaferCar app allows you to store your information locally on your device and then the app goes to work to inform you of recalls as they occur – and owners can more quickly get their free recall repairs scheduled.”

Because each user’s information is stored only on their device, no personal information can be shared with NHTSA – ensuring a safe and private user experience. Once the user sets up their virtual garage, the app checks for safety recalls every day, and will notify the user if an issue requires their attention.

For more detailed information on the SaferCar app and to download it, visit NHTSA.gov/app.

“In today’s world, smartphones are the tool of choice for many tasks – and the updated SaferCar app is a new safety tool at the public’s disposal.”

James Owens, NHTSA Deputy Administrator

Used cars more in demand

Car and Driver reported that as the coronavirus pandemic continues, used cars are in demand because new-car supplies are low and people are choosing car ownership over public transit and ride sharing. Used-car prices are up and inventory is down.

The first signs of the used-car boom came in May and June, following the overall economic downturn the U.S. saw in March and April following the first wave of stay-at-home orders caused by the coronavirus here. J.D. Power calculated that auto dealers sold 2.1 million used vehicles in May and June, 9% more than they did in those same two months in 2019.

In fact, Edmunds found franchised car dealers sold 1.2 million used cars and trucks in June, which was more than in any month since 2007. According to Cox Automotive, people kept buying more used cars in July, with the 2.2 million used-vehicle stockpile at U.S. dealerships that month representing a 22% drop compared to July 2019.