STAR Call Script

Name:AINA MARIE T. ARAO Region: SOUTH LUZON Date: 2/22/10

Product: CIPROBAY STAR Feedback

Call Stage: REINFORCE Situation/Task -The doctor is a prescriber of Ciprobay XR
MD 500 in uncomplicated UTI and gives it for 7
Class days. She has not tried giving it for 3 days and
she fears that there will be development of
resistance if given for a short indicated period
only.
MD Name: DR. JOSIE Action -Highlighted the broad spectrum coverage of
TIONGSON Ciprobay against gram- bacteria.
-Briefly discussed the features and benefits of
Ciprobay XR
Specialty: FAMILY MEDICINE Result -I was able to persuade the doctor that
Ciprobay has low potential for development of
bacterial resistance in gram – bacteria plus
the added benefits that her UTI patients can
get from this product that will possibly
increase her usage.

CSS KEY SKILL INDICATORS

PROCESS 1 2 3 4 5
Fail to state the State the purpose of Clearly state the purpose Establish understanding on Gain acceptance on the
Opening purpose of the visit visit but fail to link of visit by linking the purpose of visit by purpose of visit by linking
previous call to previous call to present. linking previous call to previous call to present.
present. present.
Fail to probe for Able to probe but fail Able to probe and Able to uncover customer Able to uncover genuine
Probing customer needs. to uncover customer uncover customer needs. needs and clarify other customer needs.
needs. concerns.
Fail to detail or Detailing irrelevant or Detailing relevant to Detailing relevant to Detailing satisfy all
present. without customer customer needs then, customer needs. Clarify relevant needs of
Detailing needs. check for acceptance. other concerns then, check customer then, check for
for acceptance. acceptance.
Fail to check Check customer Check customer attitude Check customer attitude by Check customer attitude
Checking customer attitude. attitude but fail to by clarifying. clarifying and seeking for by clarifying, seek more
Customer's address it. more information. information then, check
Attitude for acceptance.

Fail to check for Check for acceptance Check for acceptance Check for acceptance and Check and gain
Closing acceptance. but fail to state next and state next action gain understanding of next acceptance of next action
action plan. plan. action plan. plan.

Selling Skill
STAR Script Process Rating
Rep Good afternoon doctor. I’m Aina of Bayer.
1 Dr. Good Afternoon Aina.
Rep Doc, I did not expect that I will see you today. I thought you attended the
PAFP Convention.
2 Dr. I want to. But there should be 1 doctor left here in Labo. Dr. Guerra and
Dr. Aguilar attended the convention. So I have no choice but to stay.
Rep Oh I see. Doc, have you tried using Ciprobay to your patients with UTI?
3 Dr. Yes. I prescribe Ciprobay XR 500mg. I give it OD for 7 days.
4 Rep Thank you doctor for choosing Ciprobay XR. How are your patients’
experiences with this product?
 Dr. Usually, these patients do not go back for follow-up check up because they
have recovered already. That means your product is good. It is effective.
Rep Doc, have you tried using Ciprobay XR 500mg to your uncomplicated UTI
patients for 3 days only?
5 Dr. Not yet. Isn’t it possible that the causative pathogens might develop
resistance if given for a shorter period?
Rep Doc, let me just reiterate that Ciprobay XR has a broad spectrum of
coverage against gram- pathogens such as E. coli. Thereby, Ciprobay has
6 low potential for development of bacterial resistance.
Dr. Ah. So that will be more convenient and economical for the patients.
Rep Right doctor. It has broad spectrum coverage, given OD and has a shorter
duration of treatment which makes Ciprobay XR a convenient and a cost-
effective treatment in UTI.
7 Dr. Okay. By the way, could you please check your stock of Ciprobay XR 500
at Botica Immaculada? One of my patients went back to me because she
could not buy the drug there because it is out of stock.
Rep Okay doctor. Thank you. I’ll check for that. I’ll be right back to inform you
whether we have stocks there or at the main branch and I’ll also check the
8 other nearby drugstores where they can buy it.
Dr. Okay. Thank you.
Rep Goodbye doctor.
9 Dr. Goodbye.
Rep
10 Dr.