How to Prepare for Your Accounts
Our Sales Representative goals are very simple, and the formula to success is based on the work and preparation you put into each location visit. As discussed 50% of your success is as simple as showing up and speaking with the right individuals at the right time who have a specific need. Making sure you are prepared for each visit, and having your Folders, Marketing Literature and Sample Presentations properly packaged and ready to present will offer you an advantage over every other sales rep that walks into their doors. Keep in mind that HomeCare Provider Services is a solutions company first, and we offer a complete portfolio of solutions such as (Online Ordering Platforms, Dealer Consumer Financing Solutions, Consulting Services which offer a comprehensive documentation library, website design, showroom development and much more at their fingertips) We want each customer to visit our virtual office www.homecareproviderservices.org, hence the Folder Presentation, with our Visual website, and Top of page Tabs really separates our organization apart from other sales groups. Once you open the HomeCare Provider Services Folder up you now can show our extensive list of manufacturing partners that we represent, a sample of solutions brochures (I use the Online Ordering Brochure Always) Great talking point. I then have my custom product inserts i share with my presentation. These are the products we generally discuss in person, or specials from our partners. At this point we always want to be the product experts in our high dollar sales items, these are the high volume, large item orders, or new specialty products everyone wants to see. As you learn more about our industry and our manufacturing partners you will be experts in: CPAP Devices(Compass), Portable and Stationary Concentrators, Lift Chairs, Scooters, Power Wheelchairs, Home Access in regards to Modular Ramps, Vertical Platform Lifts, and Patient Handling Lifts. We have many great selling items, we must focus on the high dollar, high volume items to move the number.
The last thing to becoming a great sales representative is your follow up skills, if we show up, we MUST follow up with an email thanking the customer for their time and reviewing the discussion we had with them, and always reminding them they can review our entire portfolio of products online. This is a great time to update your contact notes, the more notes we take during our visits, and add to our contact history the better our chances we have to understand their equipment & business needs and purchasing decisions in real time. The notes you provide in your shared accounts will help our entire team be successful in the field. We now have (2) Inside Administration Sales Specialist and Clinician that will be calling into our accounts to see how they can be of assistance. If she knows that we were just in an account and discussed a certain topic or had an opportunity she may be able to move the bar and generate a sale or better yet a new customer for life.
We must also have an engaging email Subject Line, this is how they will review our meeting discussion points once we leave. I have done extensive marketing study on this topic and we must be creative and specific in our email Subject lines. Example:"Thank you for taking time to learn about our Line of CPAP Machines today Jerry" Always try to include the contact name, company name or discussion point in the subject of the email. We want them to read and review our message. Its is always about the image your portray, and how you respond to your customers needs. Be creative, in your words and actions and have fun.
We are not looking to run in each account and get one order, our goal is to walk into their business, start to understand their needs, and become long term partners and become a valuable asset to them and their staff, and provide staff training, showroom merchandising solutions, and provide them tools and ideas on how to become more successful. It could be as simple as hanging Ez-Access Door Hangers on mobility devices, cleaning around their lift chairs and making them presentable, Reorganizing their shelves and more importantly our products on those shelves. Now take this knowledge and go sell something :)
"Don't Base your business on Low Cost, Create your business with Outstanding Value" - Angelo Audia President HomeCare Provider Services
The last thing to becoming a great sales representative is your follow up skills, if we show up, we MUST follow up with an email thanking the customer for their time and reviewing the discussion we had with them, and always reminding them they can review our entire portfolio of products online. This is a great time to update your contact notes, the more notes we take during our visits, and add to our contact history the better our chances we have to understand their equipment & business needs and purchasing decisions in real time. The notes you provide in your shared accounts will help our entire team be successful in the field. We now have (2) Inside Administration Sales Specialist and Clinician that will be calling into our accounts to see how they can be of assistance. If she knows that we were just in an account and discussed a certain topic or had an opportunity she may be able to move the bar and generate a sale or better yet a new customer for life.
We must also have an engaging email Subject Line, this is how they will review our meeting discussion points once we leave. I have done extensive marketing study on this topic and we must be creative and specific in our email Subject lines. Example:"Thank you for taking time to learn about our Line of CPAP Machines today Jerry" Always try to include the contact name, company name or discussion point in the subject of the email. We want them to read and review our message. Its is always about the image your portray, and how you respond to your customers needs. Be creative, in your words and actions and have fun.
We are not looking to run in each account and get one order, our goal is to walk into their business, start to understand their needs, and become long term partners and become a valuable asset to them and their staff, and provide staff training, showroom merchandising solutions, and provide them tools and ideas on how to become more successful. It could be as simple as hanging Ez-Access Door Hangers on mobility devices, cleaning around their lift chairs and making them presentable, Reorganizing their shelves and more importantly our products on those shelves. Now take this knowledge and go sell something :)
"Don't Base your business on Low Cost, Create your business with Outstanding Value" - Angelo Audia President HomeCare Provider Services
Sales Rep Training Program
Document Downloads
UPC Manufacturers Product Codes
Ordering Procedures for All Accounts
1. All Product Orders other than Compass Health Brands need to be placed Online through ONLINE ORDERING Platform.
2. Goto: www.HomeCareProviderSerivces.org
3. Click On: ONLINE ORDERING TAB
4. Login: Sales Rep Login
Username: Email Address
Password: victory1$
5. Place order as customer:
Choose Customer
Connect as Customer
6. If Customer is not listed, you will need to Logout and Register New Customer:
Register New Customer with Primary Purchasing/Owner Email Address
Current Shipping Address and details, I will confirm new account quickly if needed. Just Text Me you need account approval
Create Password: Sales Rep Full Name (example:lorihunt, gregcampbell, joellemaddux)
2. Goto: www.HomeCareProviderSerivces.org
3. Click On: ONLINE ORDERING TAB
4. Login: Sales Rep Login
Username: Email Address
Password: victory1$
5. Place order as customer:
Choose Customer
Connect as Customer
6. If Customer is not listed, you will need to Logout and Register New Customer:
Register New Customer with Primary Purchasing/Owner Email Address
Current Shipping Address and details, I will confirm new account quickly if needed. Just Text Me you need account approval
Create Password: Sales Rep Full Name (example:lorihunt, gregcampbell, joellemaddux)
If Registering a New Online Ordering Account
Make sure to contact customer to let them know you registered their account for Online Ordering. This will allow you when you stop in the next visit to review the Online Ordering Platform. This is a great service and provided extended value to our current customer. Make sure you update your contacts notes with the username and password you setup for future reference. The nice note is that when you place orders for your customers they will receive an order confirmation for all orders placed. Their is some added value to this service, this is how we seperate ourselves in the field is by offering great service. Keep that in mind. Also once you set all your accounts up they will have access to our complete online portfolio of products.
Compass Health Brand Accounts Ordering Procedures
1. Confirm if the Compass Account is Assigned to you, review your account notes to confirm if they have an account number listed.
2. Review Account Notes to determine if they have an Compass and Carex Online Username and Password
3. If they would like to place an order you must manually take over the phone or in person and contact Jill Spanulo our Regional Area Compass Conceirge. Her direct number is (440) 268-9807. She will walk you through pricing. You can always have the customer contact Jill directly so the customer can get quoted their actual pricing. You can also email Jill Directly with your Request, just provide account and suggested usernames and passwords. Make sure to request a email confirmation once ready to proceed.
4. I would contact Jill Spanulo with your customers account number and request a Compass and Carex Online Ordering Account request. This allows our customers to review the full portfolio of products online.
5. When requesting Username and Passwords I suggest:
Compass Account#
Compass Health Brands Login Username: Customer Email Address
Compass Password: Compass1
Carex Username: Customer full name (example: johndoe) one word, all lowercase
Carex Password: Compass1
6. Confirm Online Username and Passwords works on both sites with provided username and password, once confirmed call customer and share with them you have them setup with their online ordering credentials. Also email them their new username and password.
2. Review Account Notes to determine if they have an Compass and Carex Online Username and Password
3. If they would like to place an order you must manually take over the phone or in person and contact Jill Spanulo our Regional Area Compass Conceirge. Her direct number is (440) 268-9807. She will walk you through pricing. You can always have the customer contact Jill directly so the customer can get quoted their actual pricing. You can also email Jill Directly with your Request, just provide account and suggested usernames and passwords. Make sure to request a email confirmation once ready to proceed.
4. I would contact Jill Spanulo with your customers account number and request a Compass and Carex Online Ordering Account request. This allows our customers to review the full portfolio of products online.
5. When requesting Username and Passwords I suggest:
Compass Account#
Compass Health Brands Login Username: Customer Email Address
Compass Password: Compass1
Carex Username: Customer full name (example: johndoe) one word, all lowercase
Carex Password: Compass1
6. Confirm Online Username and Passwords works on both sites with provided username and password, once confirmed call customer and share with them you have them setup with their online ordering credentials. Also email them their new username and password.
Compass Health Brands Preferred Pricing Programs
1. Download the Preferred Compass Pricing Template above with or without respiratory products
2. Update the form with the customers account number requested terms, standard terms are already listed in the form
3. Discuss with your Customer some of their equipment utilization so you have some numbers to submit with the request. Some general questions should include:
How many rollators do you think you purchase in a year?
What class Wheelchair are you buying now? (K1, K2, K3, K4 or K7) How many of these Wheelchairs are you buying in a year?
How many 3 in 1 commodes do you guess you purchased last year?
How many Hospital Beds did you purchase last year?
How many Bath Benches did you purchase last year with a back?
Or Ask, what are your top 10 volume items you purchased last year and do you have any idea how many you purchased?
4. Once you complete the form you will email to Rob Clear and Jill Spanulo to get a pricing list to review with customer.
5. Call Rob Clear and review report and discussion, this will fast track you to Compass Health Brands.
6. Once you discuss with Rob walk in with Preferred Pricing Program to discuss in person, if you can discuss by phone that will work but not as effective.
7. Once you and customer agree on items and pricing they will be loaded into Compass Ordering Platform for easy ordering in the future.
2. Update the form with the customers account number requested terms, standard terms are already listed in the form
3. Discuss with your Customer some of their equipment utilization so you have some numbers to submit with the request. Some general questions should include:
How many rollators do you think you purchase in a year?
What class Wheelchair are you buying now? (K1, K2, K3, K4 or K7) How many of these Wheelchairs are you buying in a year?
How many 3 in 1 commodes do you guess you purchased last year?
How many Hospital Beds did you purchase last year?
How many Bath Benches did you purchase last year with a back?
Or Ask, what are your top 10 volume items you purchased last year and do you have any idea how many you purchased?
4. Once you complete the form you will email to Rob Clear and Jill Spanulo to get a pricing list to review with customer.
5. Call Rob Clear and review report and discussion, this will fast track you to Compass Health Brands.
6. Once you discuss with Rob walk in with Preferred Pricing Program to discuss in person, if you can discuss by phone that will work but not as effective.
7. Once you and customer agree on items and pricing they will be loaded into Compass Ordering Platform for easy ordering in the future.
RMA Procedures for Accounts
When a customer is requesting an RMA "Return Merchandise Authorization" we can easily handle this request. Most providers with either email this request, however some will call you regarding this request. To simply this process i have provided you a basic procedure to provide the best service and outcome to your customers.
1. What is the Company Name for this RMA Request " You should have this information"
2. What is the Account Number " You should have this information"
3. What is the Item or Part Number they are requesting the RMA On? We need a Part Number, the customer has to provide this.
4. What is the Serial Number of the items they are wanting to return? Only Rose Healthcare does not have their items serialized.
5. What is wrong with the item? We need why they are wanting to return in the first place? Low o2, Does not work, etc....
6. What No Charge P.O. "Purchase Order" do they want to issue, many time a manufacturer will replace they item but will charge a core fee until they receive it back in inventory. Once the item has been received by the manufacturer they will issue a credit. Unless we just are providing an RMA on a warranty item for repair.
7. Tell Customer you will email them the RMA from the manufacturer.
8. Call the Manufacturer at hand and speak with Customer Service and let them know you need to issue an RMA for one for one of your customers.
9. Provide the manufacturer the Account Number for your account.
10. Provide the manufacturer the part number and serial number. And issue they are having with device and a PO if they request.
11. Ask if the item is still under warranty, if under warranty you can continue, if it in no longer under warranty you will need to contact your customer and provide them an update.
12. If item is under warranty ask customer service to email you an RMA with Shipping instructions so you can forward yo your customer. Make sure the customer service rep has your email address on file.
13. Once you get the RMA emailed to you, forward it to your customer. I always add a request email read confirmation when i send an email with RMA to confirm the person receives the email.
14. All Complete, you have a email trail to review with customer if they never respond or question the RMA request.
1. What is the Company Name for this RMA Request " You should have this information"
2. What is the Account Number " You should have this information"
3. What is the Item or Part Number they are requesting the RMA On? We need a Part Number, the customer has to provide this.
4. What is the Serial Number of the items they are wanting to return? Only Rose Healthcare does not have their items serialized.
5. What is wrong with the item? We need why they are wanting to return in the first place? Low o2, Does not work, etc....
6. What No Charge P.O. "Purchase Order" do they want to issue, many time a manufacturer will replace they item but will charge a core fee until they receive it back in inventory. Once the item has been received by the manufacturer they will issue a credit. Unless we just are providing an RMA on a warranty item for repair.
7. Tell Customer you will email them the RMA from the manufacturer.
8. Call the Manufacturer at hand and speak with Customer Service and let them know you need to issue an RMA for one for one of your customers.
9. Provide the manufacturer the Account Number for your account.
10. Provide the manufacturer the part number and serial number. And issue they are having with device and a PO if they request.
11. Ask if the item is still under warranty, if under warranty you can continue, if it in no longer under warranty you will need to contact your customer and provide them an update.
12. If item is under warranty ask customer service to email you an RMA with Shipping instructions so you can forward yo your customer. Make sure the customer service rep has your email address on file.
13. Once you get the RMA emailed to you, forward it to your customer. I always add a request email read confirmation when i send an email with RMA to confirm the person receives the email.
14. All Complete, you have a email trail to review with customer if they never respond or question the RMA request.
Google Map Updates
The goal of our sales team is to offer extended value to our customers in the field. Please take the time while visiting each account and updating their retail location on Google Maps. Make sure to highlight any HomeCare Provider Services Manufacturing Partner Products that the location is offering. This is your chance to drive business into our partner accounts. A great Value added service to earn their business. The instructions are below. This was such a great idea that Golden Technologies asked me to share with their entire outside sales team.
