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In this application module, we’ll take a closer look at the most relevant information needed to engage your customers in today’s market, including:

• How to properly plan for customer engagement
• Specific actions you can take to engage your customers
• How you can use the right messages to connect and re-connect with customers

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Telehealth gives patients new ways to access the care they need, and recent events are speeding adoption of telehealth across the country. This module describes key concepts you should understand about telehealth, including how it works for patients and providers in the real world. It also describes important payment issues and other trends affecting provider implementation and patient acceptance of telehealth.

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Manufacturers often provide discount cards and coupons to reduce patients’ out-of-pocket drug expenses. Recently, health plans and pharmacy benefit managers (PBMs) have implemented copay accumulator and copay maximizer programs that affect these market access strategies. In this eBrief, we’ll take a closer look at the most relevant information needed to understand these programs, including:

• How copay accumulators and copay maximizers work in the real world
• The effect of these programs on patients’ out-of-pocket costs
• How these programs can affect prescribing behavior and patient access to brand drugs

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Health disparities and health inequities resulting from racial and socioeconomic factors are persistent across the United States. Both providers and payers are working to achieve health equity by targeting these social determinants of health. This module explores how gaps in healthcare quality and access affect population health and highlights strategies that your customers are using to close these gaps. It also highlights some of the ways that the industry can support customers as they aim to achieve health equity.

When calling on physician practices, sales representatives need to understand the key people they may encounter during a total office call. This module describes the main call points in a typical physician practice, key talking points, and ways to deliver value.

Storytelling can add interest to sales presentations and enhance retention of important content. In this eBrief, we take a closer look at the most relevant information pertaining to storytelling, including:

• How a story can help make data more meaningful
• When to use a story to capture a customer’s attention
• How to construct an engaging story

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Empathy can help sales reps develop more meaningful relationships with customers, especially in challenging times. In this eBrief, we’ll take a closer look at the most relevant information needed to sell with empathy, including:

• How empathy fosters connection
• Techniques to help you listen to your customers
• Strategies you can use to practice empathy

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Empathy can help leaders achieve goals and enhance their ability to influence others. In this module, we’ll take a closer look at the most relevant information needed to lead with empathy, including when it’s appropriate to demonstrate empathy with others. It also covers how to communicate with more empathy and how to coach others to be more empathetic.

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Empathic conversations can bring clarity to other people’s needs and help solidify your relationships. They can also build trust, improve negotiations, and help you find customer-focused solutions. This tool provides practical tips for being more empathetic during discussions and offers questions to help you reflect on how you can build your sense of empathy. It also includes scenarios to help you practice having more empathic conversations with others.