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Sarah Chen

Sales Rep

Interaction INT-006 · Mar 6, 2026

Overall Score

85/100
Score Overview
Opening & RapportProduct KnowledgeNeeds AssessmentObjection HandlingCompliance & RegulatoryClosing & Next StepsEmpathy & Communication

Rubric Breakdown

Opening & Rapport

4/5

Observation

Connected the current call to a previous in-person interaction at the neurology symposium, demonstrating relationship continuity.

Suggestion

Consider asking about the physician's symposium takeaways to build deeper rapport.

Evidence

[00:00]“I wanted to follow up on the Neurexil clinical data we discussed at the neurolog...”

Product Knowledge

5/5

Observation

Outstanding data presentation including switching study data, MRI outcomes, monitoring requirements, and formulary details. Specific numbers throughout.

Suggestion

Excellent. Consider integrating patient case narratives to complement the data presentation.

Evidence

[01:18]“The annualized relapse rate in the NEXUS trial was 0.13 for Neurexil versus 0.22...”

Needs Assessment

3/5

Observation

Identified the GI tolerability issue but did not explore specific patient profiles or disease severity levels.

Suggestion

Ask about the EDSS range and disease activity level of the patients being considered for switching.

Evidence

[00:15]“I have about twenty patients on dimethyl fumarate who are experiencing GI tolera...”

Objection Handling

4/5

Observation

Addressed the efficacy and washout concerns effectively with specific data and clear guidance.

Suggestion

Could have addressed potential transition risks more proactively.

Evidence

[03:50]“For patients coming from dimethyl fumarate, no formal washout is required as lon...”

Compliance & Regulatory

5/5

Observation

Appropriately caveated cross-trial comparisons and cited prescribing information for safety monitoring.

Suggestion

Continue this strong practice of data transparency and regulatory compliance.

Evidence

[01:18]“Of course, these are cross-trial comparisons and should be interpreted with appr...”

Closing & Next Steps

5/5

Observation

Strong close with clear action items: enrollment forms, switching protocol, patient support program connection, and follow-up timeline.

Suggestion

Consider confirming each action item verbally before ending the call.

Evidence

[04:35]“I can also connect those patients with our Neurexil Patient Support Program.”

Empathy & Communication

4/5

Observation

Professional and respectful communication throughout. Adapted language to the neurologist's expertise level.

Suggestion

Could empathize more explicitly with the challenge of managing patients with tolerability issues.

Evidence

[00:35]“That's a common challenge I hear from neurologists.”
Coaching Focus Areas
1
Patient Profile Discovery

Deepen the needs assessment to understand specific patient characteristics before recommending therapy switches.

Target: Ask about disease severity, duration, comorbidities, and previous treatment responses for each patient being considered.

2
Transition Risk Communication

Proactively address potential risks during therapy transitions to provide a more complete clinical picture.

Target: Include a brief discussion of what to monitor during the first 30 days of therapy transition.