Redirection
Listen carefully to the question asked. Use a softening/acknowledge statement and then redirect a question to build understanding.
Sure, I'd be glad to. Just to make my comments as relevant as possible, may I ask what you know about us so far?
I would love to—and I could probably go on for hours! Is there an area that would be a good starting place for us?
Sure, I’d be happy to. At a high level, our vision is to deliver a new, different, and better health and care experience by being the single point of clinical and financial accountability for care for our clients. That’s a mouthful, I realize, and I’d be happy to say more. Out of curiosity, does that vision align with your employee benefits and business goals?
I would love to—and I could probably go on for hours! Is there an area that would be a good starting place for us?
Sure, I’d be happy to. At a high level, our vision is to deliver a new, different, and better health and care experience by being the single point of clinical and financial accountability for care for our clients. That’s a mouthful, I realize, and I’d be happy to say more. Out of curiosity, does that vision align with your employee benefits and business goals?
Situation
Fair question and it depends on a lot of variables. Do you have a target timeframe in mind?
I like your question, and of course there is a range. We know this…if we have good planning and member data in advance, we can take as much as three weeks off the standard implementation of x-y weeks. Incidentally, you probably asked for a reason…
Good question, and it made me think: Do you have specific timing issues we should be aware of?
I like your question, and of course there is a range. We know this…if we have good planning and member data in advance, we can take as much as three weeks off the standard implementation of x-y weeks. Incidentally, you probably asked for a reason…
Good question, and it made me think: Do you have specific timing issues we should be aware of?
Situation
I sense the urgency. What would work best for you?
Let’s talk about it. When do you need me to get back to you?
Let’s talk about it. When do you need me to get back to you?
Situation
I appreciate the question and I’m tempted to just jump in with some assertions, case studies, and other “proof points,” but, may I ask…what would you need to see, or hear, or even experience that would give you confidence it will work?
That’s such an important question and we have a number of clients very excited about the results they’re achieving. Rather than jump into those examples, what would be helpful for me to share to give you the confidence it does work?
Great question. We’re providing measurable value to a lot of clients in the clinical, financial, and member experience areas. What would be best to provide or discuss that will give you the confidence it will work for you?
That’s such an important question and we have a number of clients very excited about the results they’re achieving. Rather than jump into those examples, what would be helpful for me to share to give you the confidence it does work?
Great question. We’re providing measurable value to a lot of clients in the clinical, financial, and member experience areas. What would be best to provide or discuss that will give you the confidence it will work for you?
Situation
There are several things that would have to happen before we would move ahead.
Possible options
Situation
Such as… ?
Makes sense. Let’s talk about those things…
That’s no surprise. Could you share what needs to happen?
Makes sense. Let’s talk about those things…
That’s no surprise. Could you share what needs to happen?
Situation
I’m glad to hear that. May I ask what you like the best from all your point solutions?
Thank you for letting me know; I’m pleased to hear it. Nothing is perfect. Is there maybe one area we could discuss to see if we can bring some new thinking?
That’s great to hear. Out of curiosity, a lot of clients tell us they have too many point solutions that make it hard for members to get the care and experience they need. Has that at all been an issue for you?
Thank you for letting me know; I’m pleased to hear it. Nothing is perfect. Is there maybe one area we could discuss to see if we can bring some new thinking?
That’s great to hear. Out of curiosity, a lot of clients tell us they have too many point solutions that make it hard for members to get the care and experience they need. Has that at all been an issue for you?
Situation
I'm a little nervous about the size of the investment and how long it will take before we see results
Possible options
Situation
That makes sense. What specifically is making you feel uncomfortable?
I can appreciate that. What would have to happen to allow you to feel more comfortable?
That makes sense. Let me ask you, when you’ve made these types of decisions in the past, how did you resolve this feeling?
I can appreciate that. What would have to happen to allow you to feel more comfortable?
That makes sense. Let me ask you, when you’ve made these types of decisions in the past, how did you resolve this feeling?
Situation
I’m sorry to hear that and thank you for being straight with me. What would have to happen for you to be satisfied?
That’s not good. Can you say more about the cause of your dissatisfaction?
That’s not good. What can we do differently?
That’s not good. Can you say more about the cause of your dissatisfaction?
That’s not good. What can we do differently?
Situation
Fair enough. May I ask what it is that you’re most concerned about?
I appreciate you bringing that up. Out of curiosity, is there someone or some group specifically in leadership you’re thinking of?
That’s understandable. What would you like to see happen?
I appreciate you bringing that up. Out of curiosity, is there someone or some group specifically in leadership you’re thinking of?
That’s understandable. What would you like to see happen?
Situation
Let’s talk about that. Based on ?
I’m not sure that I can get the discount you want. Suppose I could, then what happens?
I’m not sure that I can get the discount you want. Suppose I could, then what happens?
Situation
You might be right. I’m curious; what would have to happen for it to be possible?
That may well be the case. In your view, what stops it from being possible?
Out of curiosity, can you imagine a situation where it would be possible?
That may well be the case. In your view, what stops it from being possible?
Out of curiosity, can you imagine a situation where it would be possible?
Situation
Then we’ll have to change it. From your perspective, what would have to change to make it an outstanding proposal?
Thank you for the feedback. How would we best work together to get something that makes sense?
Well then, let’s trash it. Can I ask what they reacted to most strongly? (Who voiced the strongest disagreement)?
Thank you for the feedback. How would we best work together to get something that makes sense?
Well then, let’s trash it. Can I ask what they reacted to most strongly? (Who voiced the strongest disagreement)?
Situation
And probably for some good reasons. Could you share your thoughts as to why?
That’s good to know. What would happen if we did?
That’s good to know. What would happen if we did?
Situation
That’s good. What would you put on the list as advantages?
I’m happy to hear you see some advantages. How so?
And based on that, what would you like to do as the next step?
I’m happy to hear you see some advantages. How so?
And based on that, what would you like to do as the next step?
Situation
I get that. I’m sure there are a myriad of reasons for this. What seems to stop you?
Hmmm. Out of all the factors involved, what seems to be the biggest constraint?
That sounds like a problem. Out of curiosity (beyond the obvious), what would happen if you could reduce costs?
Hmmm. Out of all the factors involved, what seems to be the biggest constraint?
That sounds like a problem. Out of curiosity (beyond the obvious), what would happen if you could reduce costs?
Situation
Makes sense. And by ‘more accuracy,’ you mean…?
Accurate reporting matters. How specifically would ‘more accuracy’ look for you?
Reporting accuracy is key. In your view, what is driving the current inaccuracy?
Accurate reporting matters. How specifically would ‘more accuracy’ look for you?
Reporting accuracy is key. In your view, what is driving the current inaccuracy?
Situation
Can you give us some references? I would like to talk to some people who've already done this with Transcarent.
Possible options
Situation
I would be happy to provide some references. Could you talk to me about who, how many, and what you’d like to find out so we can get you in touch with the right people?
Of course. Out of courtesy to our clients (and I’ll certainly extend that same courtesy to you should we work together), I usually make that the last step in the decision process. Would you say we’re at that point, or would you like to cover more ground first?
Of course. Out of courtesy to our clients (and I’ll certainly extend that same courtesy to you should we work together), I usually make that the last step in the decision process. Would you say we’re at that point, or would you like to cover more ground first?
Situation
That is a great offer. Can we think about what we would like to accomplish together and decide the best way to make it happen?
That’s certainly a possibility, and thank you for extending the invitation. Just thinking out loud, what would you like to cover in more depth when we are together?
Thank you for the offer, and I would be delighted to look for ways to make that happen. To get us started, what would you like to see happen during the visit and what decision would you imagine we could make at the end of our time together?
That’s certainly a possibility, and thank you for extending the invitation. Just thinking out loud, what would you like to cover in more depth when we are together?
Thank you for the offer, and I would be delighted to look for ways to make that happen. To get us started, what would you like to see happen during the visit and what decision would you imagine we could make at the end of our time together?
Situation