In a customer and patient driven business like LifeLabs, listening to the needs of the individual is of utmost importance. In your answer, be sure to hit on these fine points of active listening: reflecting what the person is feeling, restating what they say, asking open ended questions back and picking up on non-verbal cues like eye contact, hand usage and tone of voice to read the person. In hitting on these points, talk about how you used active listening to get to the root issue that the person was experiencing and how you used the issue to help solve the issue for the customer or patient.
"As a sales rep in the medical industry, my job basically boils down to helping customers find cost effective solutions to their problems. To do this, upon my first call with a new client, I take an approach where I demonstrate concern over their problems to help provide a solution. About a month ago, I made a call on a potential new client that we had heard was struggling with losing patients out of their imaging services. Upon meeting the CEO, I demonstrating concern by saying we had the numbers of their losing customers to competitors for imaging services. Immediately, he started talking about how others in the area had better and cheaper services that providers were referring to. In hearing this, I was able to talk about the new imaging machines that would be of great use to them. The conversation really went uphill from that point and a great sale was finalized just two weeks later."
"Last year, I was performing routine blood draws on an inpatient Med/Surg unit of a hospital and in talking to the patient, I noticed that his speech was becoming slurred so I kept him talking to see if I could see that he may be suffering a stroke at the time. As he kept talking, I noticed the droop in the face so I called the nurse emergency pager and a rapid response code was called immediately. The patient was rushed into surgery and I was later commended by my supervisor for my quick thinking in conversing with the patient where others may have not."
"As an employee in a medical field, dealing with patients is a daily practice. For me listening and interacting with them is a significant skill we should give them the attention they need. I remember one of my patients wasn't looking normal while I was preparing for the venipuncture, so I started talking with him and asked him if he has any problem related to blood withdrawal. He said, "I just don't like the needle and some times faint during the procedure," so I suggested he go to the ECG room so I can take blood while he is lying down so he will feel more comfortable. He heartily agreed, and then after we were done, he thanked me and said that was really helpful. So by listening to the patient and caring about their concerns, we can protect them, help them with their fears, and improve our performance."
This is such a great example of you being observant and also compassionate. Good work!
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