06.03 – Identifying Customer Needs – Admetec

Overview

Understanding the clinician’s needs is one of the most important parts of the consultation.

A successful demonstration depends on how well the representative understands the clinician’s daily work, posture, and expectations.

This stage should feel like a natural conversation, not a checklist of questions.

The representative should begin by understanding the type of procedures the clinician performs on a daily basis.

This may include:

Different procedures require different levels of magnification, field of view, and precision.

By understanding the clinician’s work, the representative can guide them toward the most suitable solution.

Before explaining ergonomics, it is important to observe how the clinician naturally positions themselves during work.

Whenever possible, the representative should ask the clinician to simulate their working position.

This allows the representative to:

Rather than immediately explaining posture issues, it is often more effective to let the clinician see and feel their natural position first.

This makes the following demonstration more impactful.

The representative should ask whether the clinician has used loupes before.

This helps determine:

First-time users may require more guidance and reassurance, while experienced users may focus more on performance differences.

It is important to understand what the clinician is looking for.

Some clinicians prioritize:

By identifying these preferences early, the representative can tailor the demonstration and avoid unnecessary explanations.

At this stage, the representative should guide the conversation without overwhelming the clinician.

Avoid:

Instead, focus on:

A well-guided conversation ensures that the demonstration feels personalized and relevant.