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The 2000 Physician's Office
World Class Sales Audit

Findings:

Sales Skills - The 16 Criteria On Which They Were Rated

Sales Force Criteria:

1. Personally manages your satisfaction
2. Understands your business
3. Acts as your advocate
4. Knows applications and products/services
5. Easily accessible
6. Solves problems
7. Innovative
8. Responsive
9. Keeps you up-to-date
10. Offers technical support
11. Overall

Company Criteria:

1. Quality product/service
2. Provides total solution
3. Competitive pricing
4. Customer service
5. Overall

 2000WCSlogo

Contents -
2000 Physicians Office World Class Sales:
Ordering Info
Face-To-Face Still Sells
Top Ranked Winners
Findings:
  Sales Skills
  Order Placement
  Rep Contact
Survey Methodology

  How Orders Are Placed,
By Ownership Of Practice

  OWNERSHIP:
 

Practice Mgmt Group

HMO

 Hospital

Physician

Other*
EDI 1999: 11%
2000: 11%		 1999: 19%
2000: 19%		 1999: 36%
2000: 23%		 1999: 1%
2000: 1%		 1999: 17%
2000: 14%
FAX 1999: 26%
2000: 25%		 1999: 30%
2000: 29%		 1999: 26%
2000: 32%		 1999: 11%
2000: 16%		 1999: 25%
2000: 32%
MAIL 1999: 1%
2000: 1%		 1999: 0%
2000: 0%		 1999: 1%
2000: 2%		 1999: 0%
2000: 0%		 1999: 3%
2000: 1%
INTERNET 1999: 1%
2000: 4%		 1999: 3%
2000: 8%		 1999: 1%
2000: 7%		 1999: 0%
2000: 1%		 1999: 1%
2000: 4%
PHONE 1999: 56%
2000: 62%		 1999: 56%
2000: 54% 		1999: 50%
2000: 51%		 1999: 77%
2000: 74%		 1999: 60%
2000: 60%
RETAIL 1999: ----
2000: 2%		 1999: 0%
2000: 0%		 1999: 0%
2000: 1%		 1999: 0%
2000: 2%		 1999: 0%
2000: 1%
IN-PERSON 1999: 35%
2000: 38%		 1999: 24%
2000: 23%		 1999: 22%
2000: 21%		 1999: 45%
2000: 38%		 1999: 28%
2000: 23%
* Includes but not limited to university-owned, government-owned, non-profit-owned, corporate-owned.

 
Sales Rep Contact

Percent of offices that take face-to-face
visits from salespeople:
1999: 73%
2000: 68%

Percent of buyers seeing live salespeople
who know them by name:
1999: 80%
2000: 97%

Percent of customer's perception based on
the skills of the salesperson:
1999: 47%
2000: 44%