Professional Sales Representatives (PSRs) in the pharmaceutical industry follow a set of norms and practices during customer calls to ensure the effectiveness of their detailing, sampling, monitoring, and retailing activities.
These norms are designed to maintain high ethical standards, comply with regulatory requirements, and foster productive relationships with healthcare professionals (HCPs).
Here’s a brief overview of these norms for various activities:
Detailing
1. Preparation:
PSRs should thoroughly understand the product, including its benefits, side effects, and clinical data, to provide accurate information.
2. Personalization:
Tailor the discussion to the HCP’s specialty, patient demographic, and previously expressed interests or concerns.
3. Compliance:
Ensure all promotional materials and messages are compliant with regulations set by authorities like the FDA or EMA.
4. Respect for Time:
HCPs are often pressed for time. PSRs should keep their presentations concise and to the point, respecting the HCP’s schedule.
Sampling
1. Regulatory Adherence:
Follow strict guidelines regarding which products can be sampled and in what quantities, ensuring compliance with healthcare regulations.
2. Documentation:
Keep meticulous records of all samples distributed, including the quantity, date, and recipient, as required by law.
3. Educational Support:
Provide clear instructions on the proper use of samples, including dosage, administration, and storage.
Monitoring
1. Feedback Collection:
Regularly gather and report feedback on product efficacy, patient satisfaction, and any adverse reactions, using such insights to inform future interactions and company strategy.
2. Market Intelligence:
Stay informed about market trends, competitor activities, and emerging needs within the HCP’s practice area.
3. Compliance Monitoring:
Ensure that the use of promotional materials and activities remains compliant over time, adapting to any changes in regulations.
Retailing or Retail Booking
1. Product Availability:
Work with pharmacies and healthcare institutions to ensure sufficient product stock levels, addressing any supply chain issues promptly.
2. Point of Sale Materials:
Provide educational and promotional materials that comply with regulations to assist in the marketing and dispensing of the product.
3. Partnership Building:
Establish strong relationships with retail staff, offering training and support to enhance their ability to sell and recommend products.
General Norms Across All Activities
1. Ethical Conduct:
Maintain high ethical standards in all interactions, avoiding practices that could be perceived as coercive or inappropriate.
2. Transparency:
Be transparent about the product, including discussing potential side effects or contraindications, to ensure informed decision-making.
3. Continuous Learning:
PSRs should engage in ongoing education to stay updated on product developments, industry trends, and regulatory changes.
By adhering to these norms, PSRs ensure their activities are effective, compliant, and respectful of the healthcare professionals they interact with, ultimately aiming to improve patient care through informed product use.