Purchasing a new medical device, especially one that you perhaps haven’t used before in your practice, is a big deal. At eMoyo, we want our customers to feel wholly supported throughout the process. So our dedicated sales and customer service team prides itself on walking every step of your customer journey with you.
We ensure that all our customers’ expectations are met, your every need is taken into account, and that your overall experience of eMoyo is as positive, empowering and rewarding as possible.
In this blog, we outline each step in the process of purchasing a Kuduwave portable audiometer (or any other eMoyo device), introduce you to the sales team you’ll be dealing with, and offer a few insights from existing satisfied customers.
What Sets the eMoyo Sales Team Apart
Confidence, both in their professional abilities and the products they sell, as well as resilience, enthusiasm, rapport-building, active listening, empathy and excellent communication skills are just some of the traits that set our sales team apart. These attributes are also what make them invaluable to our company – and our customers.
Most of all, the members of our sales and customer service team all agree that their journeys with our customers rarely come to an end once a sale has been made. In fact, a successful sale is often just the start of a relationship that will span many years and, in some cases, decades.
Step-by-step Guide to Buying a Medical Device From eMoyo
Step 1: Connection
We understand that all our clients are unique in their approach to business, and also in their needs and circumstances. During initial contact with a new client, we try to find out as much as possible about them, their vision for their business and their individual needs. Then, drawing on years of experience and expertise, we offer the best possible solutions we have for our client and their business.
Step 2: Progressing to Quotation
As we learn more about our clients’ requirements and the fields they work in (for example, Occupational Health, Audiology, Philanthropy), we try to find out whether they have a specific budget to which they need to adhere. From there we can determine which of our products will be the best solution for them and their business.
Often, our clients are in the process of establishing a clinic or practice, and do not have a budget set out just yet. We can then support them by offering a range of different payment options to complete their purchase.
Step 3: Quotation
Once we have a good understanding of our clients’ business vision, and have established their precise needs, we can proceed to formulate a quotation for them. Once the quotation has been provided, we discuss it with our client in detail. Should the quotation be within their budget and our client accepts, we proceed with finalising the transaction.
Should the quotation be out of the client’s budget, we can offer them a payment plan.
Step 4: After-sales Support
After the device has been paid for and delivered, we offer our clients training on how to use the device, in order to get the maximum benefit from it. If it is a viable option, in-person product training is offered.
Alternatively, we make use of the Google Meets or TeamViewer online platforms to provide virtual product training. When it comes to our flagship product, the Kuduwave portable audiometer, a large number of our clients have used audiometers before. Such clients are often able to utilise their Kuduwave portable audiometer to its full capacity without requiring much training.
Once product training has been completed, our clients often test out their device, advising if they have any questions, or if any further assistance is required. Our sales team touches base with clients every three months, to see if they require any sort of assistance with using their product. If they purchased a Kuduwave portable audiometer, the sales team member will enquire about additional consumables and training.
Meet the eMoyo Sales and Customer Service Team
Three members of our sales and customer service team – Darien Richards, Lity Nkomo and Jessica Ender – answer six questions about their work.
1. What motivated you to pursue a career in sales or customer service?
Darien: I have a passion for helping people, and for guiding them in a way that will benefit and assist them with expanding their business.
Lity: Growing up, my mom used to sell on her off days. She would send me to collect money from her customers, and I would gladly do so, knowing that this money would change our lives for the better. I love working in sales because, being unique in their needs, every customer brings the opportunity for a new approach.
Jessica: I chose a career in sales because it’s about more than just selling a product. It’s about building relationships based on trust, pinpointing gaps, and helping clients close those gaps. Walking the journey with them, helping to grow their business through your service and product.
2. What would you say is the most important thing to keep in mind in your line of work?
Darien: People all have different needs and dreams for their businesses. In an ever-changing world, our clients’ needs are constantly evolving – it’s crucial to always keep this in mind.
Lity: I believe that respect is the key to a peaceful workplace. Also crucial are setting priorities; making the right decisions; ensuring that our clients are always satisfied and delivering on the end results.
Jessica: Communication is key. That, and a capacity for relationship building. Without that, you cannot excel at sales or customer service.
3. What are some challenges you have encountered in your work?
Darien: Budget constraints are a reality for many of our clients. A lack or limited understanding of new technology can also sometimes be a challenge for them.
Lity: I have trained my mind to always focus on the positive in any situation. This way, challenges are far fewer. At eMoyo, we make a point of working as a team to address any issues that may arise. This includes really coming to understand our clients’ pain points and then creating tailor-made solutions for them.
Jessica: There are many challenges in this line of work. A big one is overcoming internal struggles to raise the level of confidence you have in your own abilities. In sales, a strong belief in both yourself and your product is crucial.
4. What aspects of your work give you the most satisfaction?
Darien: Working with a client who is genuinely excited about starting their business, and putting the new technology in eMoyo’s products to use.
Lity: I am passionate about relationship building. It gives me great satisfaction to help my clients pursue and realise their dreams. Also, the more sales I make, the more eMoyo grows as a company. The company’s growth is my growth, too.
Jessica: Witnessing our clients’ business success. Walking the journey with them, knowing that much of their success stemmed from an initial conversation, which then developed into trust, both in me as sales representative and in the products I sell.
5. What would you say sets eMoyo’s sales team apart from the rest?
Darien: Our team members have varying approaches when it comes to sales methods, and we work together to assist our clients as effectively as possible.
Lity: We are a very diverse team, in terms of cultures and backgrounds, but we always aspire to work as a united family. We leave our differences behind to get the best outcomes for our clients.
Jessica: We’re a dynamic team, with different personalities and sales techniques. And that’s what sales is all about; being dynamic. You bend and fold and mould to accommodate your customers and their needs. It’s about more than making what’s next. It’s sharing what works.
6. Can you share one example of how you were able to assist a client in a truly meaningful way?
Darien: One client, Madeleine Cisna (Kensington Audiology), comes to mind. She had been working as an assistant to an audiologist for some time, and starting her own business had been a real challenge. We communicated regarding her budgetary constraints and requirements, and offered her a solution. She opened her first practice this year (2022).
Lity: I have supported many clients in achieving their goals, so the list is long. Today I’ll share my journey with audiologist Calt Shabalala. I started working with Calt (then based in KZN) in 2017 when he would regularly contact me for quotations. He was an audiologist, but unemployed. His dream was to own a Kuduwave portable audiometer and have his own practice, but he faced many challenges, both personally and professionally.
One day, I was following up with a PE-based client about acquiring a diagnostic Kuduwave model. They told me that they could not make the purchase, as they had yet to find an audiologist to operate it for them. I immediately thought of Calt and quickly got hold of him, telling him to apply for the position, which he then did.
Calt could not afford to relocate to PE and knew no one in the city. He managed to raise funds for a one-way bus ticket, and to this day I do not know where he stayed, or what he ate. But he made the trip and started working as soon as he arrived. He officially got the job soon after, and a few months later his employers decided to retire and gift him their Kuduwave Pro portable audiometer.
Today, Calt is a successful audiologist with his own thriving Pretoria practice, and he’s in the process of writing a book. Calt will be upgrading his Kuduwave soon, and his goal now is to have more than one practice. I feel happy and honoured to have been able to walk Calt’s journey with him up til now, and I know that we still have a long way to go.
Jessica: I work with such diverse clients that it’s hard to single anyone out. They are all unique. Certain clients of mine are passionate about bringing hearing healthcare to very remote, rural communities, and that is what really inspires and drives me. If through my work, I can help to contribute just one Kuduwave audiometer to such a community and play a small part in providing them with quality hearing healthcare, I would have achieved all the success I strive for.
Want to Experience the Revolutionary Kuduwave Portable Audiometer for Yourself?
Test drive a Kuduwave portable audiometer - contact our sales team to arrange your demo today!