Sales questions

Question 1

Starting the meeting question to understand value to the audience

Answer 1

What are you hoping to get out of this meeting that will make it time well spent today?

Question 2

Hospital discovery question

Answer 2

What are the discharge challenges that are leading to high LOS in your org?

Question 3

Customer does ALF transitions

Answer 3

How do you manage transitions to ALF today?

Question 4

Customer uses a competitor service

Answer 4

What do you wish you had?

Question 5

Customer wants pricing information?

Answer 5

We offer a pricing range based on customer budget and needs. Do you have a sense of you would pay for this service, and if so, how did you arrive at that number?

Question 6

Pricing objection; for example, I’d be open to paying the community fee (in reference to a contract patient).

Answer 6

How did you arrive at that number?

Revisiting all that we do and ask what is most important of that.

Question 7

Two wrapping up question (smaller group setting)

Answer 7

1. What should I have asked that I didn’t?
2. Was there anything you were expecting to hear that you didn’t?
3. Based on what you heard is there anyone else you’d suggest we speak with inside or outside your organization?

Question 8

We have our own team of SWs that work on ALF placement.

Answer 8

What challenges do they face?
How is the speed (referral to discharge)?
How are readmission rates for these patients?
What does this team wish they had?

Question 9

Five key things to do at the start of a meeting

Answer 9

Confirm time
Introductions on both side
Review agenda
Prepare them to be asked a lot of questions
Ask them what will make this meeting valuable on their side

Question 10

Day before the meeting

Answer 10

Send agenda and confirm

Question 11

What are you closing for?

Answer 11

Every meeting you’re closing for something. What is it?

Question 12

What level of service is a new account going to get?

Answer 12

In 24 hours, we’ll take your referral, get our team onsite, and have options ready.

Question 13

Discovery question on competitors

Answer 13

Who do you use for ALF placement?
What do you like?
What do you wish they could do better?

Question 14

Testing question after having gone through our service pitch

Answer 14

How does this differ from what you’re seeing or use to?

Question 15

Three closing questions for an in-service

Answer 15

1. For which of your past cases do you wish you had SilverStay involved?
2. Who’s here today that’s happy they came to this meeting because SilverStay is an option for them?
3. Who can we help you with today?

Question 16

What are a two great questions to ask at a happy hour?

Answer 16

1. Why do you do what you do?
2. What’s been your toughest case?

Question 17

Very last thing to say at the end of an in-service

Answer 17

Hey by the way, thank you all for coming in; If I haven’t met you, would love to introduce myself.

Question 18

Six ways to ask for a referral

Answer 18

1. Are there any other patients that our services would be a good fit for?
2. What other patients can we support for you today?
3. Are there any other patients you’d like us to support?
4. We love solving these problems. Who else do you have that we can help right now?
5. If it’s easier for you, give me a call or you can fill out the referral form right here.
6. We want to help your next patient. Who do you have in mind?

Question 19

One way to make a referral ask on the phone

Answer 19

One last thing before we go, now that we got X taken care of, who else do you need support with or who else do you think we should talk to that might need our help?

Question 20

If there’s silence after providing product details

Answer 20

How does this compare to what you thought you’d hear?

Question 21

Customer talk vs you talk percentages

Answer 21

Customer = 54%
You = 46%

Question 22

Identify decision makers

Answer 22

Who other than you is involved in decision making?

Question 23

Five discovery questions to ask when entering into a specific case discussion with a hospital customer.

Answer 23

1. What other options do you have?
2. What happens if you don’t get this person discharged?
3. How comfortable are you with this situation?
4. How have you dealt with similar situations in the past?
5. Have you ever worked with a group to place a patient before?

Question 24

How should you discuss our pricing?

Answer 24

As a scale depending on what provides the most value.

Question 25

When discussing the first contract case with a new hospital

When receiving feedback that our cost is a barrier

Answer 25

How much time and effort has the SW/CM spent on this case so far, and how has it impacted other cases?

Question 26

Why should I pay ($5k) for your service?

Answer 26

1. We’re experts in smoothly and rapidly discharging high LOS, high visibility (i.e. on leaderships radar) complex patients
   A) Over 3000 complex patients in hospitals just like yours
   B) over 85 years of combined experience
2. We’re the only company with a data-rich assisted living network that allow us to identify clinically qualified options in minutes and conduct an assessment within 24 to 48 hours.
   A) 130 data points on every community
   B) Operational efficiency - they know the contract process, expectations, and required outcomes
3. We’ve built an ultra simplified workflow that saves your team massive amounts of time.
   A) We coordinate communication, assessments, tours, decision making, paperwork, contract development.
   B) On site as needed
   C) Day of discharge rapid response

Question 27

Hospital Director of CM

SilverStay value proposition in 20 seconds

Answer 27

SilverStay leverages our 85+ years of expertise, data-rich assisted living network, and simplified workflow to support your team in rapidly and safely discharging complex patients to assisted living and other appropriate settings.

Question 28

When and how should you enter notes into FreshSales?

Answer 28

Same day. Enter them on the app, computer, or call Mari or Patrick.

Question 29

How quickly should you send a meeting recap note after meeting with a prospect or customer?

Answer 29

Same day, ideally. Twenty-four hours at most.

Question 30

How do you summarize next steps in a follow up email to a prospect or customer?

Answer 30

Number list with a name assigned to each action and date by which that action will be done.

Question 31

How are you going to remember to do the actions you’ve taken after meeting with a prospect or customer?

Answer 31

Call Mari, and she’ll create a reminder or calendar invite. Or put a reminder on your calendar or in FreshSales.

Question 32

What is the target cadence for interacting with a customer at the account level?

e.g. how often should you be talking to someone inside MedStar Harbor?

Answer 32

Target is every three days touching someone in the organization via email, in-person, phone call, linkedin, thank you note.

Question 33

Instead of saying “I’m just following up”, say this instead

Answer 33

Does it make sense to…

Question 34

What is the introductory script for a Dir of CM meeting

Answer 34

Hi [first name}, I’m {your first and last name} from SilverStay.

I want to confirm that you’re still good to meet until {time}.

I’d love to quickly introduce myself {and x if there are others on the call}.

My name is {your full name}, and I’m the {position} at SilverStay. I’ve been working at SilverStay for {x} and have a passion for supporting vulnerable patients in the health system.

I’d love to learn a bit more about your background and role.

Thank you so much for that background - that’s extremely helpful.

I sent over a brief agenda yesterday via email. Is there anything you’d like add that will make this time well spent for you?

[If they didn’t look at the email] No problem at all.

[if they have an agenda item to add] And I will be sure to discuss {x} as we talk.

I’ll provide some background on our company and product lines, and would love to learn more about your hospital.

We like to ask a lot of questions to help us understand if and how we can help. Is that ok with you?

So {their first name}, can you tell me about the challenges you’re experiencing in your discharge process that is leading to high LOS?

Question 35

Introductory script for a DSS/Community providers meeting

Answer 35

Hello, my name is Patrick Mish from SilverStay. I plan to provide a quick 5 minute overview of SilverStay and then would love to spend 5 or 10 mins answering your questions.

As I mentioned, my name is Patrick Mish, I’m the cofounder and CEO of SilverStay. I’m joined by Vijay Varma, our cofounder and Michelle and Alyssa.

Some quick background on me. I started SilverStay 8 years ago out of a passion for supporting vulnerable individuals with complex needs who are failing in the community. Complicated care needs for my dad really planted the seed for SilverStay back in 2015.

[Allow Vijay, Michelle, and Alyssa to do their intros]

SilverStay is a transitions support company that helps social workers, case managers, and community teams transition complex individuals to higher levels of care when home is no longer working.

We leverage our team of social workers with 85 years of combined experience, a data-rich community network of clinically sophisticated living settings, and a super simple workflow to safely and efficiently transition complex individuals to the right level of care.

So what does it mean to be a “transitions support company”?

It mean three things.

One. We support adults who can’t live on their own due to medical and/or mental health issues.

This I will likely cut [It means we work with individuals that are hospitalized or experiencing challenges living at home (or may not have a home). Those challenges are often related to medical conditions (things like dementia, diabetes, CHF, TBIs, and so on) or complex social conditions that might involve addiction issues. And it means these folks need support from others to live safely.]

Two. Our team of social workers collaborates with hospital and community teams to remove barriers and identify medically appropriate living environments. Settings like long term care, assisted living, supportive housing, and other settings.

Three. We help transitions the individual to the new living situations and follow the case for as long as necessary to ensure a robust outcome.

Vijay will offer several case examples that help illustrate the what we do.

Question 36

Closing question or follow up email or VM

Answer 36

Hi x this is name, position from silverstay. Does it make sense to get access to our social work team? Give me a call/reply/whatever at x.

Do not say “I’m just following up” “I’m just checking in”.

Question 37

Discovery question on existing contracts and budget

Answer 37

Tell me about your current SNF or LTC contracts that are over $10k?