PRIMER
What part of the meeting does the "PRIMER" take place in?
The Opening / First 3–5 minutes of the meeting.
What is the primary goal of the "KNOW" phase of the meeting?
Discovery / Uncovering account gaps, care goals, referral processes, and pain points.
What does "TAILOR" stand for in the meeting framework?
Education & Tailoring CH’s program structure directly to the account’s identified needs.
What part of the sales conversation does the "ADAPT" phase address?
Objection Handling & Perspective Shifting.
What does "TEMPO" focus on in the meeting framework?
Closing, Takeaways, Micro-Commitments, and Ongoing Partnership.
In the PRIMER phase, how should you introduce Charlie Health’s position in the behavioral health continuum?
As the bridge/step-down between traditional weekly outpatient therapy and acute inpatient/residential care.
True or False: You should start pitching Charlie Health’s features immediately during the KNOW phase.
False! The KNOW phase is for asking questions and actively listening, not pitching.
When educating an account on CH's core Virtual IOP structure, what is the standard weekly time commitment and breakdown?
11 total hours/week (9 hours group + 1 hour individual + 1 hour family therapy).
What is the very FIRST thing you should do when an account raises an objection or hesitancy?
Acknowledge and validate their concern empathetically (don't argue or jump straight to defend).
True or False: Leaving a meeting with "I'll follow up with you sometime next month" is considered a successful TEMPO close.
False! TEMPO requires securing a concrete micro-commitment or scheduled follow-up.
What are two non-negotiable elements that must be established during the PRIMER phase?
Personal connection/rapport and a clear, collaborative agenda (including scope and checking time alignment).
Name two key details that must be captured in Salesforce during or immediately after the KNOW phase.
Contact details, preferred referral process, communication preferences, or outbound referral preferences/services offered.
How do you TAILOR the value proposition of CH's virtual IOP specifically for a School Counselor vs. an ED Discharge Planner?
For Schools: Flexible after-school/evening schedules that prevent truancy. For EDs: Fast intake turnarounds and immediate placement options without waitlists.
What three-step strategy represents the ADAPT framework?
Acknowledge, Dig Deeper / Clarify, Adjust Perspective / Present Solution.
What is a "micro-commitment" in the TEMPO stage? Give two examples.
A small agreed-upon next action. Examples: Booking a specific follow-up date, agreeing to an in-service presentation, or agreeing to review outcomes collateral.
Fill in the blank: During PRIMER, a rep should share their personal or CH's ________ to build alignment with the account's goals.
"Why" or Mission Alignment.
Give an example of a "pointed discovery question" used to uncover an account's care priorities when referring out.
"When you're referring a patient out for a higher level of care, what are the top 2 or 3 things you prioritize in a partner?" (or similar open-ended care gap question).
What key clinical matching factors should you highlight during TAILOR beyond primary diagnosis?
Age, acuity, secondary diagnoses, lived experiences (e.g., LGBTQIA+, trauma), and scheduling availability.
An outpatient therapist says "I don't want to send my client to CH because I'll lose them." How do you ADAPT and reframe CH's role?
Position CH as a temporary, step-up stabilization partner that collaborates with the primary provider and transitions the client back to them post-discharge.
What collateral asset is best to leverage during TEMPO to turn a one-time referral source into an enterprise partner?
Clinical Outcomes Reports / Published Data showing reduction in readmissions and suicidal ideation.
An outreach rep starts a meeting by saying "Hi, I'm with Charlie Health, we offer virtual IOP for teens, can I tell you about our program?" What critical PRIMER elements did they miss?
Setting a collaborative agenda, establishing personal connection/rapport, or checking for time alignment before pitching.
An account says "We usually just refer high-acuity teens to the local community mental health center." What follow-up "KNOW" question should you ask to unearth a potential pain point?
"What happens when that center has a waitlist?" or "How satisfied are you with the communication and updates you receive back from them?"
What is the difference between giving a standard "canned pitch" and executing a true TAILOR phase?
A canned pitch repeats generic features; a TAILOR phase directly connects CH features and outcomes back to the specific pain points revealed during the KNOW/Discovery phase.
An ER social worker says "Virtual care isn't safe enough for suicidal ideation." Deliver a 30-second ADAPT response.
Validate their safety concern, then explain CH's virtual safety protocols: localized safety planning, on-call crisis response teams, active group monitoring, and local emergency coordination.
Demonstrate a complete 2-sentence TEMPO closing statement that summarizes takeaways and locks in a next step.
"To summarize, it sounds like long waitlists for evening care are your team's biggest bottleneck. I'll send over our acute intake packet today, and let's touch base next Tuesday at 10 AM to review how we can streamline referrals for your team."