Pharma Sales · Illustrative example
A new medicine.
Practise the pitch before the appointment.
A new medicine brings extensive information and new conversation scenarios. Voice Intelligence helps sales representatives refresh approved product knowledge, draft opening lines, presentations and calls to action, and practise them in conversation. After the appointment, learnings are recorded and confirmed summaries are handed over to the CRM connected for the project.
08:20 · Before the appointment · Fictional training example
The starting point
Nora works in pharmaceutical sales. Before an appointment with a doctor, she prepares the key points about a new medicine. The doctor has limited time and may ask challenging questions about the evidence. Nora chooses this scenario for her practice: a short opening, a clear presentation and an appropriate next step. She wants to say her lines aloud and be ready to respond to follow-up questions.
Illustrative example conversation
Nora knows the product. Now she wants to rehearse the conversation.
“Let’s practise a short appointment with challenging questions. How do I get to the point, and which statement can I support with evidence?”
Illustrative training scenario, with no real patient or customer data.
Prepare
Review the meeting objective and approved product information.
In conversation
Practise the opening, presentation and next step.
Use afterwards
Confirm learning notes and hand over the agreed CRM draft.
Two working moments
Understand the situation.
Shape the conversation to fit.
01
Preparation before and between appointments
Nora can prepare before the appointment or at a suitable moment on the way. She asks about product information, requests wording for conversation building blocks and selects a particular challenge for role-play. The amount of practice follows her goal and the time available.
02
Documentation after the conversation
She describes her learnings, adds open tasks and checks the summary. A confirmed conversation note can go to the connected CRM. An experience intended to help the whole team also goes through the agreed subject-matter review.
The knowledge base
See the evidence.
Recognise open questions.
Product documents become preparation for a specific appointment. Nora chooses the conversation scenario, focus and practice goal.
01
Refresh product knowledge
Nora asks about the key points and supporting evidence. She can see which approved source supports each detail and which question remains unresolved.
02
Practise conversation building blocks
She requests an opening, presentation and call to action, delivers the pitch herself and rehearses short appointments, detailed discussions or challenging questions.
03
Make learnings useful
After the appointment, she records experience and open tasks. She reviews the summary and confirms the draft before the agreed CRM handover.
An example conversation
Ask a concrete question.
Get a traceable answer.
Illustrative example conversation
“I have limited time in this appointment. Draft an opening and help me practise a challenging question about the product information.”
Sources and scope
Approved product information, associated evidence, agreed conversation materials and reviewed team experience, each with its documented version or status.
What still needs clarification
The answer illustrates a fictional training sequence. Suggested wording draws on the agreed sources; a practice dialogue does not supply missing product evidence.
“We will begin with the key point from the approved documents and its source. Say your opening in your own words. Then we will practise a question about the evidence and an appropriate next step. If the documents do not contain an answer, we will record the question for the responsible subject-matter expert.”
“Would you like to shorten your opening first, or practise the question about the evidence?”
After the appointment, Nora adds her observations, corrects the summary and confirms the handover. Open product questions go to the responsible team named for the project; confirmed conversation notes go to the connected CRM.
The knowledge cycle
Capture experience in conversation.
Share reviewed knowledge.
01
Prepare before the appointment
Nora selects the product, conversation goal and challenge. She refreshes her knowledge and practises her pitch, opening and a specific call to action.
02
Describe the experience
After the appointment, she describes important questions, useful wording and open tasks. The summary distinguishes her observations, her assessment and the agreed next steps.
03
Review and classify the draft
Nora confirms her conversation note. The named owner reviews proposed shared knowledge, checks the evidence and assigns it to the relevant product and knowledge area.
04
Hand over and reuse
The confirmed note is handed over through the configured CRM connection. Reviewed and approved experience becomes available to the team with its source and version for the next preparation.
Four elements of the VOP
One foundation.
Four clear tasks.
01
KSE
Provides approved product knowledge, evidence and reviewed team knowledge with sources, versions and their defined scope.
02
Voice
Guides preparation and role-play. Tone, pace and questions match the conversation scenario Nora has chosen.
03
TalkTo
Connects the training goal, sources, learnings and responsible people. Drafts, confirmation and subject-matter approval remain traceable.
04
Frontend
Shows conversation building blocks and their sources. Nora can amend a summary and review and confirm its planned CRM handover.
The first pilot
One team. A clear scope.
An outcome we can review.
Pilot objective
Pharma Sales
Start with one product, one sales team and a few recurring conversation scenarios. Together, we agree approved sources, training goals, responsible owners and the fields in a conversation summary. The team practises real challenges using selected examples. A CRM connection is configured and tested with its recipient, data scope and confirmation step. In the pilot, we assess whether staff can find relevant content, improve their pitches in a traceable way and record learnings for their further work.
Scope and effort
Source preparation, access, conversation design, integration and subject-matter upkeep are defined together. The agreed scope becomes the basis for an offer.
How we assess value
01
Preparation with relevant sources
Can the team find the right product information and associated evidence for selected questions?
02
Conversation building blocks in practice
Are the opening, presentation and next step clearer after practice and supported by the agreed sources?
03
Usable learnings
Are summaries complete, confirmed and received in the intended CRM context? Which experiences have been approved as team knowledge?
How we set up the pilot
- 01
Define the product and teamSelect one product and one sales team. Collect recurring questions, conversation goals and particular challenges.
- 02
Agree sources and ownershipAssign approved documents and evidence. Name the owners for product questions, knowledge review and updates.
- 03
Agree scenarios and languageDefine short appointments, technical discussions and follow-up questions as exercises. Align tone, pace and feedback with the training goal.
- 04
Test documentation and handoverAgree summary fields, CRM recipient and confirmation step. Review the handover together using selected examples.
- 05
Assess with the teamEvaluate sources, conversation building blocks and learnings against the same pilot examples. Use the findings to agree the next step together.
Questions before starting
What we establish
before the pilot.
How does training account for different types of doctors?
The representative chooses a conversation scenario: for example, a short appointment, a detailed technical discussion or challenging questions. Social Coding adapts the practice to that choice. It is based on the selected scenario, without deriving a personality assessment of an individual doctor.
Can the team practise their own openings and pitches?
Yes. Staff can use suggested wording or say their own opening aloud. They then practise the presentation, follow-up questions and call to action and revise those building blocks against the agreed training goal.
What happens if a question has no supporting evidence?
The unresolved question remains visible and is recorded for the responsible subject-matter expert. Practice can help phrase a follow-up question or next step; missing product information is not presented as a confirmed statement.
Are summaries automatically sent to our CRM?
Recipients, data fields and the connection are configured for the project. The representative reviews and confirms the summary before handover. The confirmation returned by the CRM depends on the agreed integration.
How does an individual experience become team knowledge?
A conversation note and approval of shared knowledge are separate steps. A named subject-matter owner reviews the proposed learning, its sources and its scope. Only the approved version becomes available to the team.
