Overcoming Objections
Price is too high. (State 3 solutions)
What are: Discuss FSS extended BUD, if it's on instant ship, waste assessment, price to make in house and BUD, refer to contract and possible tier movement with new products purchased?
Customer calls Rep for order update. These are the steps to follow to answer customer question.
What are:Look up order in CRM or Customer Invoices (BI) to find if shipped and tracking info. Check backorder report.If not there, email or Teams chat with Customer Care, include order # and request status update.
These are FSS' top 3 competitors.
Who are QuVa, SCA, Wells?
These are the GPOs FSS currently has contracts with. (3)
What are Premier, HPG, TRG?
These products are stored at East 2 in Wichita.
What are Phenylephrine bags, Norepinephrine, Oxytocin?
Product not on formulary.
What is get usage, clinical reason and submit to National Accounts? Also, have customer request through their corporate contact.
These are the steps when a customer requests a new product or a "ready" product.
What is: Ask customer for concentration and fill volume. Ask for monthly usage. Ask for desired price point. Ask for clinical reason for request. Enter all into clickup.
These are top reasons customers prefer to buy from Fagron over competitors. (Name at least 3)
What is price, product portfolio, extended BUD, excellent customer service, knowledgeable Account Managers, global company, regulatory compliance, informative Marketing?
These are the GPO/IDNs that have formularies. (Name as least 3.)
Who are Lifepoint, CHS, Kaiser, Sentara, Scion, Avera, CommonSpirit?
This is the amount of time Customer Setup has to setup a new account with all accurate information.
What is 3 business days?
These are the 2 expansion projects (names, brief description)
What are Project Champagne (17K sq ft roofline expansion for post production suites)? And Project July - analytical testing lab space for NA.
Delays in shipping.
What are: Refer to backorder report, commitment status, refer to 503b industry events causing delay (competitor issues, supply chain), CII DEA quota issue. Be prepared with pre call planning.
These are contacts for the following requests: 1) Product specific clinical use and product storage (list both Boston and Wichita contacts). 2) Bag is leaking, box was damaged, product was missing, other product complaints.
Who is 1) FSSBostonProductionQuestions (for Boston)or FSSpharmacists (for Wichita) 2) FSS Customer Care?
Which competitors have differentiated products from FSS?
Wells Pharma - Indomethacin, Cefazolin
Leiters- On Q pumps, Ropiv bags
QuVa- Diltiazem, Lido/Epi, CADD cassettes, morphine, Oxy LR
SCA- morphine, CADD cassettes, Suggamedex
Our Pharma- CADD cassettes, PCA Vials, Bupiv bags
Staq- Methotrexate, Oncology line coming, OnQ, Albuterol
These are the dates for GPO contract expiration.
What is Premier June 2025?
What is HPG January 2026?
These are the documents required for New Account Setup.
What are Credit App, DEA license, Pharmacy License, Tax Exempt Form, SoCD, NASUF, Sales Rep Checklist?
This is FSS' vision statement.
What is "To be a globally integrated 503b creating supply chain resiliency while increasing patient safety"?
Insourcing currently.
What are tech shortage issues, BUDs, 797/800 changes, PFS labeling and less waste, Joint Commission inspection readiness?
CSOS Standing Order steps and other Issues.
What is setup up to 6 weeks by entering desired shipping dates in the order?
What is send customer CSOS training guide?
This competitor is a leader in generic injectables market that recently opened a 503b company.
Who is Hikma?
This is the revenue currently generated from Vizient accounts.
What is $76M?
These are Like for Like (STS or API) products we have in Boston and Wichita.
What is STS glyco, succinylcholine, phenylephrine, rocuronium, norepinephrine, oxytocin, Ketamine (905/1491 and bag 1218/1486), Vanco (1g and 1.25g)?
These are our Fagron Values.
What are: SQECC
Speed of execution, Quality, Entrepreneurship, Creativity, Customer #1
Doesn't want to sign SoCD.
What is: Sign on Webshop with each order, use MOU if NDA is signed, get Director involved?
These are steps to avoid shipping charges and surcharges.
To avoid surcharges, what is setup a standing order?
To avoid shipping charges, order more than minimum contractual requirement?
HPG and Premier - $500
Other - $2000
These are the commercially available suppliers and products that are competitive with FSS portfolio. Name at least 3.
Excela- Vancomycin (black box warning)
WG Critical - Norepinephrine
Long Grove - Norepinephrine
Nexus - Emerphed pre filled syringe (ephedrine)
Par - Epinephrine bag
Baxter - Norepinephrine (D5W)
This is the number of members each for Vizient, HPG and Premier GPOs.
What is HPG - 1800?
What is Premier- 3600?
What is Vizient - 5000?
These are the states that are NOT currently licensed for Boston Products.
What are ND, AL, CA, HI, AK?
These are Fagron Family Rules.
What is HAARTS
Humility, Analytic, Autonomy, Responsibility, Transparency, Simplicity