Fieldworkandrcpa Kailas 140603023539 Phpapp01

Field Work and RCPA Dr.
Kailas Ghodke 1
Field Work And RCPA

Presentation Content
1. How to Recognize a Great Salesperson
2. Prerequisite for successful selling
3. Daily Sale call Planning
4. Vital 3 Minutes
5. Question
Field Work and RCPA Dr. Kailas Ghodke 2

Look up to your options
Every morning in Africa a gazelle wakes up and knows
that it must run faster than the fastest lion or it will be
killed and eaten.
Also every morning in Africa a lion wakes up and knows
that it must outrun the slowest gazelle or it will starve
to death.
It does not matter whether you are
a lion
or
gazelle
When the sun comes up youd better be running!
Market is no different then the African jungle.
Competitors are waiting to grab the opportunity

Make a mark.
For Customers & Competitors You are
Different

5 CHECK POINTS OF
PHARMACEUTICAL SELLING
5 Check points of Pharmaceutical selling
1. Identification and Quantification
2. Ensuring repeat visits at regular intervals
3. Detailing and discussing right product mix
4. Demanding rightful prescription share
5. Ensuring free and regular availability of products at chemist
and stockiest counters.

To achieve this
you need to do a
FIELD WORK

I) Field Work

Field Work
Field work done For
1. Meeting Doctor
2. Meeting Chemist
3. Meeting Supply Chain- CNF and Stockiest

Field Work contd.
Field work done By
A. Field Staff
1. Medical Representative (MR) / Medical sales Representative
(MSR) Business Executive (BE)
2. Area Sales Manager (ASM) / Area Business Manager (ABM)
3. Regional Manager (RM) / Regional Sales Manager (RSM) /
Regional Business Manager (RBM)
4. Zonal Sales Manger (ZSM)

Field Work contd.
B. By HO
1. Sales Manager (SM) / National Sales Manager (NSM) ,
2. Marketing Manager
3. PMT (Product Management Team PE, PM, GPM)

CUSTOMER
Customer
Pharmaceutical selling is an indirect selling
One promote a particular product to a doctor who identifies the
need of that particular product to a particular patient and

prescribes the same hence, a doctor becomes a customer and
patient become a consumer.
Similarly the chemist honors the prescription raise by the
doctors and the stockiest supply the stocks to the chemist

while the C & F agent who hold the stock on behalf of the
companies.

Who is the customer?
A customer is that person who makes a decision pertaining to
the usages of a particular product / services among the several
options available
The customer may or may not be the consumer of the product /
services

Who is the customer? E.g.
Your wife ask you to purchase Cerelac for your baby. Your baby
become becomes an actual consumer of Cerelac and not your
wife.
When you visit a shop you become a customer for Cerelac but
your wife takes the decision to by the Cerelac, hence your wife
becomes the customer and your baby becomes a consumer.

Who is the customer? E.g. contd.
Similarly in pharmaceutical selling you promote a particular
product to a doctor who identifies he need of that particular
product to a particular patient and prescribes the same.
Hence, a doctor becomes a customer and patient become a

consumer.
That is the reason pharmaceuticals selling is considered as

indirect selling.
In this profession you may not meet the actual consumer of

your product.

Customer contd.
The customers for pharmaceuticals Business are
i. Doctors (Who raise the prescription)
ii. Chemist (Who honors the prescription)
iii. Stockist (Who supply the stocks to the chemist)
iv. C & F agent (Who hold the stock)
v. Patients and general Public for OTC products (Who purchase
and consume the products)

Difference between pharmaceutical selling and
other consumer product
Sr.
Pharma Selling Consumer Selling
No.
1. The end user, patient is not the The end user, the buyer is the target
target customer customer
The direct customer, Doctor,
2. The end user, the buyer makes the
makes the purchase decision by
purchase decision
prescribing Brand
3. Demand created by MR through Demand created by advertisements
prescription, creating PULL and Point of Purchase PUSH
Distribution network, many times
4. Distribution services is
works independent of company sales
controlled by MR
representative.
Company depends on market
5. Main source of feedbacks on
profession syndicate agencies for
market trend to company is MR
research
The customer, doctor is well The customer, may or may not be well
6.
qualified and knows the product qualified and knows the product better
better than the sales man than the sales man

JOB PROFILE OF
MEDICAL
REPRESENTATIVE
Understanding the Job
The following are the basic question that we must asked our
self and answer them correctly.
i. What is expected out of us?
ii. What are we supposed to do?
iii. What are our prime responsibilities?

The basic Job Responsibility
To increase continuously sales of the company product with
ethical promotion to the assigned territory.
Make confident efforts towards improving services to customer
To provide regular feedback to the company and the superiors on

all the happenings in the field, regarding
Competition
Marketing
Socio-economic condition

Job Responsibility contd.
To fulfilled the above responsibilities you have to do the
following;
To meet targeted customers (Doctors and Chemist)
Inform them about the products / services offered by the
organisation.
To create awareness
To inform customers about the features and benefits of our
products

Need of Medical Representative
Pharmaceuticals / Health care Ethical product cannot be
promoted directly to patients through mass media - Radio, TV,
Print
Due to stiff competition the customer has to be met and
persuaded frequently so that he begins, continues and increases
the use of our products.

TIPS FOR BECOMING A
SUCCESSFUL MR / BE
Tips for becoming a successful MR / BE
A) How to increase the business by meeting the doctor
B) The key factors to become a successful BE
C) What you should know before going to field?
D) Qualities of a successful BE

A) How to increase the business by
meeting the doctor
BE shall meet the customer repeatedly and periodically to
promote the companys product, by keeping 3 Us of products
in mind.
Usage of product
Uses of product
Users of product

1) Usage of product
Customer should use the product more often
E.g. Gatiloc (Gatifloxacin) is being prescribed by one doctor
frequently may be in one indication e.g. UTIs.

2) Uses of product
Customer should use the product in variety of indications more
frequently
E.g. Gatiloc is being prescribed by a doctor frequently in many
indications e.g. UTIs, RTIs, Skin and soft tissue infections etc. or
in Multi Drug Resistance Tuberculosis

3) Users of product
Total number of customers who can use the product should
continuously increase.
E.g. today only one doctor is prescribing Gatiloc in a territory,
tomorrow it should be 10 doctors and so on and so forth.

B) The key factors to become a successful BE
Follow the following 5-check points of pharma selling;
1. Right identification and quantification of customers and
products
2. Ensuring repeat visits at regular intervals
3. Detailing and discussing right product mix with the right
customers
4. Demand a continuous increase in the prescription share of the
pre - selected products
5. Ensuring adequate & continuous availability of products at
chemists and stockist counters.

C) What you should know before going to
field?
1) Your Product / services:
Understanding the product well
Which product you are going to sell?
Why you want sale?
To whom are you going to sell?
Selection of Right customer for right product

C) What you should know before going to
field?
2) Your customer:
Qualification
Specialty
Class of patients - middle class / upper class
Type of patients e.g. male, female, adult, child, young, old, rich,
poor etc.
Where he is practicing- Rural area / Urban are, Elite area.
Type of practice - Private practice, Govt. Hospital, Big / small
Hospital, Attachments
Visiting Time for patients and for Sales Executives.
D) Qualities of a successful BE
1. Should be sincere and hard working
2. Must have power to grasp the technical aspects of his products

as well as that of competitors
3. Must have knowledge about his customers habits, potential

desires and behavioural patterns
4. Should take initiative to learn about the competitions,

activities etc., for efficient and logical handling of the
objections
5. Must understand the selling features, benefits of his products

D) Qualities of a successful BE contd.
6. Should have the ability to analyse and correct his mistakes.

7. He must continuously secure guidance from the superiors
without any hesitation
8. Should be clear about companys mission, objectives and
clear perception about a particular product for selling to a
particular customer
9. Excellent human relationship with doctors, chemist, stockist
and colleagues to ensure their full co-operation in
establishing the product
10. Foresight to maintain adequate stocks of his product with
the stockists and chemists

11. Promptness in handling all quality complaints diplomatically in

the field or in the territory.
12. Loyalty and integrity in continuously improving the image of

the company
13. Enthusiasm to participate in all special assignments, sales

competitions and training programs.
14. The capability of increasing the sales of the companys
products to the level desired by the company.
15. Pleasing personality, neatly dressed, shine on shoes and smile

on face. Ownership feeling towards companys property.

16. Should have positive attitude, skills and knowledge
17. Should be honest in his day-to-day activities.
18. Must complete the sale by ensuring the inflow of payments on

time.
19. Regularity of clock in submitting all reports, special

information and communication.
20. An appropriate behaviour pattern during office hours as well as

out of office in a manner, which is not detrimental to the
reputation and image of the company.

VITAL 3 MINUTES
Vital 3 Minutes
This is the duration a customer will give to you for your sales
presentation
Waste no time in taking a place, opening a bag and taking out
VA, LBL, Brochure etc.
Avoid serious error by which he will get angry e.g. Touching
articles on the table, disturbing his set up etc.
Discuss the right product ,with right customer ,with right
implication, benefits etc.

Vital 3 Minutes contd.
Be confident with handling the Laptop, VA
Do not run the pointer use only to point
Hold the Laptop / VA at appropriate distance
Handle objection effectively
Do not detail in monotony
Do not make noise of bag while leaving.
Remember you must Radiate sunshine , cheerfulness, confidence
and conviction in the clinic

PRODUCT MIX
Product Mix
Product mix means selling the right product in right quantity at
the right time to the right customer.
A successful BE will sell all the products and achieve his targets
BE who sells the product mix can achieve his rupee value target
but , BE who achieves his rupee value target may not achieve
the product mix.

Why product mix is necessary?
It ensures protection against changing market values
Maintains the right profit margin
Ensures optimum utilization of companys distinctive technical
know-how and production facilities
Ensure continuous supply of the key products in the market at
all times
Strikes perfect balance between the quantities of goods
produced and sold.
Helps company to strike an ideal balance between high margin
and low margin products
Provides a balance between old and new products
Provides right direction for growth.

14) TYPE OF DOCTORS
Doctors
Sr.
Degree Type Specialty (Job Profile)
No.
A GP (General Practitioners / Medical Graduates
Bachelor of Medicine General Practice in
1 MBBS and Bachelor of Allopathic, Family
Surgery physicians
2 Non MBBS
Bachelor of General Practice in
a BHMS Homeopathy and Homeopathy, Family
Bachelor of Surgery physicians
General Practice in
Bachelor of Ayurveda
Ayurvedic, natural
b BAMS and Bachelor of
medicines, Family
Surgery
physicians
Bachelor of Dental Deals with diseases /
B BDS
Surgery disorders of teeth
Doctors contd.
Sr.
No.
C Post graduate Diploma
I Diploma Holder in Surgery Surgeons
Treating all disorders related
to female reproductory
organs and infertility except
Gynaecologist
disorders and normal
Obstetrics &
a pregnancy and delivery of
Gynaecology
baby
Deals with disorders or
Obstetricians normal pregnancy and
delivery of baby
Deals with surgery related to
b Ophthalmology Eye Surgeon
Eye
Ear Nose and Surgery related to Ear Nose
c Otorhinolaryngology
throat Surgeon and throat
Orthopaedic Surgery related to bones and
d Orthopaedicians
Surgeon joints
Doctors contd.
Sr.
No.
II Diploma Holder in Medicine Physicians
a Anaesthesiology Anaesthesiologist Deals with anaesthesias
b Dermatology Skin specialist Deals with skin disorders

c Psych. Medicine Psychiatrists Deals with mental Health
DCH Diploma IN Deals with diseases of New
d Paediatricians
Child Health) Born, Infant and Children
Deals with X Ray , CT scan ,
e Radiology Radiologist
MRI AND Radio therapy

Doctors contd.
Sr. Specialty (Job

Degree Type
No. Profile)
D Post graduate Degree
MS (Master of Surgery) or DNB
I Surgeons
(Diplomat In National Board)
Surgeons doing
a General Surgery General Surgery
general surgery
Otorhinolaryngolo
b
gy
Gynaecologist /
c Same as above
Obstetrics
d Orthopaedicians
e Ophthalmology

Doctors contd.
Sr. Specialty (Job

Degree Type
No. Profile)
MD (Master of Medicine) or DNB
II Physicians
(Diplomat In National Board)
Deals with all
a General Medicine Physicians medical disorders /
diseases of adults
b Paediatric
c Psychiatry
d Anaesthesiology Same as above
e Dermatology
f Radiologist

Doctors contd.
Sr.
No.
E Higher (Super) Specialties
I Mch (Master of Cherub) or DNB (Diplomat In Super specialty in surgery
Genito Urinary Kidney, prostate, Deals with urogenital
a
Surgery (Urology) genital organ Surgeon surgery
Brain and spinal cord Deals with brain and spinal
b Neurosurgery
Surgeon cord surgery
Child, neonates and Deals with Child, neonates
c Paediatric Surgery
infant Surgeon and infant Surgery
Cardio-Thoracic Heart and Chest Deals with Heart and Chest
d
Vascular Surgery Surgeon (lung) surgery
e Surgical Oncology Oncology Surgeon Deals with cancer surgery
Gastroentrology Deals with Gastro intestinal
f G I Surgery
Surgeon surgery
Deals with cosmetic
g Plastic Surgery Cosmetic Surgeon
surgery

Sr.
No.
Degree Type Specialty (Job Profile) Doctors
DM (Doctor of Medicine) or
II DNB (Diplomat In National Super specialty in Medicine contd.
Board)
Heart Deals with all medical
1 Cardiology
physicians disorders / diseases of heart
Deals with all medical
Clinical
2 Blood disorders / diseases of blood
Haematology
and blood cancer
3 Gastroentrology GI physicians disorders / diseases of blood
and blood cancer
Kidney
4 Nephrology disorders / diseases of
physicians
Urinary system
Brain and Deals with all medical
5 Neurology spinal cord disorders / diseases of Brain
Physicians and spinal cord
Diabetic
6 Diabetology disorders / diseases insulin -
Specialist
Diabetics
Medical Cancer Deals with all medical aspect
7
Oncology Physicians of cancer
8 Endocrinology disorders / diseases of
hormones
9 Psychiatry
10 Anaesthesiology
Same as above
11 Dermatology
12 Radiology
17) TERRITORY MANAGEMENT
Territory management
What is Territory?
Territory of MR is a complete geographical area assigned to a
particular MR which comprises of potential customers like
doctors, chemists stockist institutes etc with specific
demographic requirements
H.Q:
In a given territory the basic town is known as H.Q. (Head
Quarter) town.

Territory management contd.
Ex-station:
Ex-station is a place where he can go to a particular place and
return on the same day after meeting the customer.
Out-station:
Out-station is a place where he can go to a particular place and
stay there and visit the neighbouring territories.

Prerequisite for territory management
To have complete territory knowledge MR must know the
details pertaining to the territory lay out, important places
important institutions, way of conveyance etc.
Total number of customers of different categories, their

prescription habits, qualification, addresses and appropriate
visiting time.
Name of the competitors in the territory, their strengths and

complete details about their activities.
Convenient routes of travel and minimum expenditure of time

and expenses for optimum coverage of the territory.

18) IS- INFORMATION SYSTEM
IS - Information System
To keep manage territory keep a tract on daily activity, sales

market feedback the company has develop the information
System
IS contains various systematic and scientific formats which can

give all the required information form the field to H.O.
So that both the H. O and the field staff can work smoothly.
Thus these formats are very important links between the field
people and the H.O

The important Information System
Formats are as given below; iv. Standard tour program,
i. Daily call report - DCR Tour Report and fare chart
ii. Master Call List (MCL) or

v. Monthly sales Analysis
Important Call List (ICL)-
report
Doctors, institution,
vi. Stock and sale statement
chemist, and stockist
iii. Expense Statements vii. Standard Fare Chart

1) Daily Call Report (DCR)
Contains all the daily activities done by sales executive
Gives entire details and picture of implementation of tour plan
Gives picture of number of doctors met, name, qualification,
specialty, area of practice etc. of each doctor
DCR to be sent on daily basis to HO

Daily Call Report
SE Name :____________________________
Date:__________ HQ________
Sr.No. Name of Doctor MCL No. Degree Speciality Last Visit

Morning
1
2
3
4
5
6
Evening (After 4 PM)
1
2
3
DCR
4
5 Format
6
Work With
Name __________________________
Signature________________________
Remark of Superior
Any Special Observation
Signature of SE _________________ Field Work and RCPA Dr. Kailas Ghodke 60

2) Monthly Report
Collection of data like
i. Total sales generated for that month (Primary and secondary

sales
ii. Any discount offer to doctor
iii. Order booked
iv. Closing stock party wise
v. Details of doctor visit - No. of doctor met with specialty
vi. Call average

2) Monthly Report contd.
vii. Impact of promotion strategies and doctors response
viii. Record and frequency of promotional material like Physician
samples, gifts LBL etc. given to doctors.
ix. Details of competitors (Change in price, pack, sampling gifts,
brand, co. name, other special approach to doctors to increase
our prescription, strategy etc.
x. All this above data should be filled and posted to HO on or
before 10th of every month.

Monthly Report
Month________________ 2004
SE Name :____________________________
Date:_____________ HQ_____________
No. Of Doctors Met Promotinal Material Discount Total

Day Morning Evening PS LBL Gifts Offer Sales
1
2
3
4
5
6
7
8
9
10
11
12
13
14
Monthly
15
16
17
18
19
20
21
22
Report
23
24
25
26
27
format
28
29
30
31
Total
Average
Any Special Observation
Signature of SE _________________ Field Work and RCPA Dr. Kailas Ghodke 63

3) Tour Report
This is an important tool for planning
Plan your tour in such a way to cover maximum no. of
doctors in the area having high market potential and
require less travelling
From one doctor to another
From one ex station to another ex station
From one out station to another out stations

4) Master Call List (MCL) or Important Call
List (ICL) or Standard Visiting Call List (SVL)
This is a very important format
Contains selected important core doctors list of a Sales Executive
territory
The doctor name has to be entered with the following details
i. MCL / ICL code i. Telephone Nos. (Clinic and

ii. Name Residence along with
iii. HQ mobile no.)
iv. Qualification ii. MCL has to be updated and
v. Specialty submitted to HO after every
vi. Full Address 6 months.
MCL or ICL format
Master Call List

Name SE:____________________________ Date:_______ HQ_____________
Tel
MCL No. Doctor Name Degree Speciality Address and Email Clinic Res. Mobile DOB
1
2
3
4
5
6
7
8
9
10

5) Expense Statement
Give clear details of expenses day wise, HQ Wise
For each claim, supporting is a must
E.g. Bill of photocopy, Railway, bus ticket for Ex. Station /Out
station visits. STD call made to HO, postage charges etc.
Expense statements to be posted to HO along with the monthly
report.

Expense Report
SE Name :____________________________
Date:_____________ HQ_____________
Day Photo Fare Postage STD Lodging Staitionary Other Bills

Copy Bus Train
1
2
3
4
5
6
7
8
9
10
11
12
13
14
Expense
15
16
17
Statement
18
19
20
format
21
22
23
24
25
26
27
28
29
30
31
Total
Average

Signature of SE _________________
6) Stock and sale statement
Gives product wise details of secondary sales and closing stocks
of each party
The report to be posted to the ASM immediately after sales
closing

Stock and sale statement
Format for fortnightly / monthly Stocks / Sale Statement.09-02-09 for Stockiest, C & F and Lucknow
Office
Month
Expired/B
Opening Goods Goods to Closing Stock Physical
Goods Returned Goods Sold reakages/
Stock Received C&F Stock Book Stock
Shortage
Sr D B B B B V B V B V B B B B
Pa Pa E E E E E E B E E E
.N at Product at V at Q at Qt at al Q at al Q at al at V Ex V at V at V at V
ck ck x Ex Va x Va x x x x at x x x
o. e Q c al Q c ty c y c u ty c u ty c u Q c al Qt pd al Q c al Q c al Q c al
p pd lu p lu p p p p ch p p p
ty h u ty h S h F h e S h e F h e ty h u y . u ty h u ty h u ty h u
d. .D e d. e d. d. d. d. N d. d. d.
N e N P N S N F P N S S N F N e D e N e N e N e
D D D D D D o. D D D
o. o. o. o. S o. P o. S o. o. o. o.
BIOFORM
1 500 mg 5.7
Tab 10s 8
CODOM 58.
2
OL Tab 10s 84
COSEX 50 23.
3
LIQUID ml 24
10
4 COSEX 0m 42.
LIQUID l 76
10
5 DELIS 0m 30.
EXP. l 87
EREGRA-
6 100 mg 80.
Tab 4s 75

Standard Fare Chart
Contain details like
Place of work whether HQ, ex. Station or outstation
Distance in kms, between interiors
HQrs fares
Mode of travel
To be submitted to HO once in year

Standard Fare Chart
STANDARD FARE CHART 2009-2010
NAME OF B.E. : NAME OF ABM :

H.Q. : NAME OF RBM :
REGION :
DISTANCE IN MODE OF PRESENT EXPECTED

S.NO FROM TO KM. FARE TRANSPORT BUSINESS BUSINESS

BUILDING RAPPORT WITH
CUSTOMER
Building rapport with customer
Any pharmaceuticals company can
exist, survive and grow
in a particular geographical area only on a piece of
paper
which doctors write
i.e. prescriptions of your product.

Building rapport with customer contd.
In todays competitive environment
doctors have many options
to satisfy the needs of their patients
hence generating of prescriptions
has become
tough.
Besides knowledge and skills,
we have to develop
good rapport
with the doctors.

The relationship with
doctor
means that the
influence we exercise on the doctor
to generate prescription
for our products.

This relationship does not refer to how close we are
to the doctors; it refers to only one thing
i.e. how effective we are in generating prescriptions.
This is nothing but rapport building.

E.G.
Scenario -1
Dr. Mishra in your territory, greets you very nicely, offers you
coffee, enquires about your family gives his best wishes for
future but doesnt write any prescription whereas
Scenario - 2
Dr. Tiwari does not do all these things but writes your
prescription in better quantity

Therefore we can say that you have better rapport with Dr.
Tiwari as compared to Dr. Mishra
Hence to develop the rapport building we must
Expose The Right Product For Right Doctor
By
Regular Visits
Proper Objection Handling
Converting the doctors prescriptions from the

competitors.

Ask the following question to yourself
Do I have right doctors in my list?
Have I selected right product for the right doctor at the right
time?
Am I providing them appropriate scientific information, which

will help them to satisfy their patients needs?
Do I call on these doctors at right time, right frequency?
Do I make my presentation effective?
Do I make use of all the promotional inputs provided to me in

generating prescriptions?
Do I demand prescriptions from doctors?

DAILY SALE CALL
PLANNING
Planning
Planning
Planning can be defined as the ability of looking ahead.
In other words, planning is the thinking process, which helps us
to anticipate our objectives of tomorrow and the tactics we will
adopt to ensure achievements of these objectives.

Why plan the call?
Individualizes your presentations
Time is precious?
Continuity

What involves planning?
Examine notes /Dairy
Long term objective
Scientific objective
Plan of action

Information to review
1. Specialty 7. Objection raised
2. Are of expertise 8. Overall reactions
3. Types of product 9. Product preferences
4. Dates last visit 10. Retails source
5. Product presented 11. Doctors personality
6. Benefits presented 12. Area medical staff

When to plan?
Planning has to be done in advance.
The right time to plan is the previous night for the next days
work

Planning contd.
How to plan?
Foundation of every plan is knowledge and information
We must know:- Preparing for the call
1. What we are selling (Product / Service)
2. To whom we are selling (Type of Customer- Speciality,

personality , prescription habit, Type of patient serve, area of
practicing, Convenient Timing for visit)
3. Against which we are selling (Competitors)

Planning contd.
Hence we should know our product, customer and competitors.
Before planning we should have some preliminary data about
the customers
Competitors
The Specific day they meet
What was the discussion in earlier visits,
What objections were raised?
What were your response?
What type of argument or evidence / clinical study
convinced him / her?
Any specific requirement we have to satisfy.
Always refer to your dairy when you plan.

Analyze Pre - Call Data
DOCTORS
(As a Person)
Personal needs
Professional Needs
Health Care
System Environment
Clinic / Nursing Patient Class
Home /
Hospital
Competition
Product
Deployment
Promotion
What to plan?
Always plan for whole day (morning / evening) instead of
planning for only one session.
Always plan little more calls so as to reach the objective you
desire.
Arrange the Laptop Visual aid and other promotional inputs in a
proper.
Rehearses the talk in the mind, which, you are going to have with
the customer.

Things to carry during call / field work
1. Visual Aid Folders 9. Sample, Gift and LBL

2. Day Planer Distribution Format.
3. Sample / gift / LBL 10. Price List
according to doctors plan 11. Latest Scheme Document
4. DCR - Last month and 12. Sales and Stock statement
current month till date, - Last month and current
either hard or soft copy. month
5. POB book along with 13. Personal Diary
carbon paper. 14. Visiting Card
6. TP Print out - Last month 15. Latest important
and current month. Correspondence from
7. SVL. Regional or Head office
8. Sample planning. 16. Strategy Guide

Write down the following things in daily
sale call companion / personal dairy
Day and date
Area to be worked.
Customers name and address in a sequential order i.e. the order

in which you are going to call on them.
Products / Services to be detailed in a sequence.
Any promotional gifts to be given.
Ant other thing which you have promised the customer earlier.

Post calls analysis
a) Things done well:
Which statement arouses customers interest like promotional
message, implication etc?
Detailing story.
Particular strategy

Post calls analysis
b) Things not done well:
The mistake made in your detailing.
Any objection not handled properly.
Any wrong statement about the competitors, which he has not
liked.
To make you more effective plan the work and work the plan.

SETTING CALL OBJECTIVES-
Key Elements
SMART
Specific: Product, Indications
Measurable: No. of Rxs
Action driven: What actions to be carried out
Realistic: In line with doctors potential, Manageable for
doctor, High / Low involvement, Desired stretch
Time bound: Time frame

Essential Components
What Product ?
Versus which Competition ?
In How Many Patients ?
For which Indication ?

If not.
Unproductive routine call
Do defection (no support) in your call
80% no idea about what is happening, what your
are doing
Monologue
Loss of detailing time
Waste of resources, time & efforts
Doctors negative response
Feeling of disrespect
Importance lost
May not welcome back

Benefits
Focus on your business & Doctors (Professional) needs
Optimum use of time
Encourages dialogue
Creates professional image
Doctors know the purpose of the call
Importance created
Value out of the call
Respected as a professional

Factors
Doctor : Potential, Profile, currant Rx habit, Perceptions
Product : Indications, Specific major advantages,
Proofs availability
Competition : Inherent Weakness, Competitor activities
Situation: Timing

Making Doctor Perception - Chart
Facts ( Based on Cl.
Sr. No. Parameter Competitor product Our Product
Trails)
1 Efficacy:
a * Onset of Action
b * Duration of Action
c * Success Rates
d * Other Criteria
2 Safety:
a * Major concerns
b * Perceived concerns
3 Compliance:
a * Dosage regimen
b * Organoleptic
4 Economy:
a * Direct
b * Indirect

SETTING CALL OBJECTIVE

Setting Call Objective
Situation: Dr. Sharma

Ortho with prolific practice (25-40 patients a day)
Gets 4-5 cases of Osteoarthritis & 10 cases of back pain,

Sprains etc. per week
Predominant prescriber of IBUPROFEN 400mg TDS. Also

prescribes PIROXICAM, DICLOFANEC
He says I am satisfied with IBUPROFEN. Relief from pain &
inflammation is OK. Since patients complain of pain when they
do not adhere to TDS schedule.

Dr. Sharmas Perception Chart
ETOSHINE Factors Based On
Sr. No. Parameter IBUPROFEN
(Etoricoxib) majority data
1
Efficacy:
a OK OK Ibuprofen = Etoshine
Degree of Pain Relief
b OK OK Ibuprofen = Etoshine
Inflammation & Stiffness
c OK OK
Onset of Action Ibuprofen<Etoshine
d OK OK
Duration of Action Ibuprofen<Etoshine
2
Safety: Excellent Ibuprofen<Etoshine
3 Some
Compliance: Problems Excellent

Dr. Sharmas Call Objectives
Dr. Sharma will perceive that,
ETOSHINE provides excellent relief from pain, inflammation &

stiffness.
ETOSHINE offers additional advantage of assured compliance,

helping in round the clock relief, excellent safety profile with no
real reason to discontinue due to acidity.
Will prescribe only ETOSHINE in patients with OA, back pain &
sprains.
Try in 3 cases of OA & 5 cases of low back pain & sprains in this
week.
WORKSHOP : I
DEVELOP CALL OBJECTIVES

Develop Call Objectives
Situation : Dr. Joshi
Physician with good practice (15-20 patients/day)
Gets 3-4cases of GERD & 6-8 cases of heartburn & epigastric pain per
week.
Predominant prescriber of OMEPRAZOLE 20mg O.D. Also prescribes

LANSOPRAZOLE and ESOMEPRAZOLE
He says I am happy with OMEPRAZOLE. Relief from heartburn and

epigastric pain is OK. Some patients complain night time pain
Your product is Rabeprozole

Develop Call Objectives
Situation : Dr. Khanna
TOP GP with very good practice
Predominant prescriber of Dicyclomine
He says I get good results and satisfied with but patients
complains of dryness of mouth.
Your product is Drotaverine

ACHIEVING CALL OBJECTIVES
Achieving Call Objectives
Identify Doctors true needs.
Figure out product benefits that satisfy doctors identified

needs.
Sell benefits using third party support (VA, Reprints)
Ask probing questions.
Practice Active Listening
Maintain & Enhance doctors self esteem
Reinforce desired doctors response
Close by asking for call objectives

IDENTIFY DOCTORS TRUE NEEDS
Identify Doctors True Needs
a) What is a need ?.
Need is a state of felt deprivation
When we say : I know Dr. Mani well

We should mean : I know Dr. Manis needs well
Satisfaction of doctors perceived need (patients or his own)
with your product will lead to his prescription
b) Are doctors needs same in all situations ?.

No, Doctors needs vary in different Doctors situations / Sales
situations.

Identify Doctors True Needs contd..
c) We all have Assumptions of doctor needs.
What are these ?

I know what doctor wants
Every doctor has common needs ; Efficacy, Safety .
Doctor has no time to share his needs
Doctor will say, Who are you to ask me the question ?
Do not assume; find out his true needs

Identify Doctors True Needs contd..
d) If you do not focus on doctors needs, what does the

doctor feel ?
Hired company detailer has come
Has come to report my name in his daily report
He is interested in my call, but not in me
Does not want to know anything about me, my concerns
How do I avoid his Sales talk. His visits
Avoid commitment
Find out doctors true needs

Identify Doctors True Needs contd.
e) How to find out doctors / patients true needs ?
By proper call research through ;
* Observations
* Probing Questions with doctor
* Probing questions with local chemist

f) Pre call research through observations :

Where does he practice ?
What is the type of practice ?
What kind of medical procedures he most frequently undertakes ?
Who influences his / her decisions
Other doctors / Compounder / Assistant / Senior doctors / Boss
Catch potential need signals
This is what I want
This is what I am not getting
This is what I do not want
This is where your competitor scores over you
Use all means to find out doctors needs

g) What are the types of doctor needs?

Two Basic Types :
1. Clinical Needs : How will the products benefit the
patients?
2. Personal Needs : How will Rx / use of product benefit the
doctor?
Important Points :
Satisfaction of both the needs is important for doctor
prescription
Clinical need satisfaction gives doctor an obvious reason to
prescribe your product - The reason which he shares with others
Personal needs, satisfaction gives him his own motivation.
Personal needs remain hidden under clinical needs.
Uncovering personal needs is critical.
h) What are doctors Clinical Needs ?
i. Efficacy / Effectiveness : Degree of success achieved to treat a
condition (if other products are also effective, then what
additional benefits?)
ii. Onset of Action : Speed of relief from troublesome symptoms.

E.g. ETOSHINE
iii. Safety : Degree of undesired effects
iv. Patient Compliance : Extent to which patient follows doctors

direction for taking medication. Depends upon convenience of
dosage schedule & unpleasantness of side effects

i. What are doctors Personal Needs ?
Mainly 4 :
a) Security
b) Social
c) Power and Achievement
d) Recognition

I) Security Needs
Behavioral Clues Approach

a) Caution a) Use of Proofs,
b) Prefers Familiar Endorsement
c) Rarely initiates b) Use of Reprints
d) Frequently asks for c) Be safety oriented-
reprint, litt. etc. Highlight Minimum risk
with your product
e) Non - Committal

II) Social Needs

a) Seeks approval from Following product
others benefits will motivate
him to Rx.
b) Does Favours
a) Get & Give Third party
c) Cant say no reference
d) Avoids hurting others b) Repeat visits-develop
e) Changes views readily trust and confidence
f) Friendly with no. of MRs c) Be patient oriented-
Highlight patient
benefits

III) Power and Achievement Needs
Being Known as an expert & specialist is a source of
pride
Seeks Recognition All factors cover under
maintain & Enhance self
Monopolises Discussion
esteem
Argues rather than Following will impress ;
discussion
- Go to the point quickly
Boasts
- Rx will enhance professional
Frequently uses I image
Likes exclusive & specials - New/ Sophisticated technology
- Be result oriented-Highlight
efficacy of the product

IV) Recognition Need
Willing to try New & Innovative; Looking for ways to
standout & be different
Initiates Following will motivate ;

New concept / innovative
Probes, Analyses, Compares approach
Seeks difficult task with Guidelines/ Praise him for
his achievements
some risk
Innovative delivery
Has courage, confront techniques
Be recognition oriented-
differences openly
Highlight unique benefits

What are the Advantages of focusing on needs?
1) Identification of needs will lead to identifying right
action.
2) Help BE to present focused story to doctor
3) Keep customer engaged
4) Increases trust
5) Offer professional image

Identifying Doctors Needs
Examples :
Doctor Need Statement BE : Question / Statement

1) I dont get many OA cases 1. Doctor, how many patients
with OA and Acute
2) Why do you want me to Musculoskeletal conditions
like back pain do you get in a
use Pantocid week?
(Pantoprozol)? I am 2. Thank You for extending the
already prescribing a lot benefit of Pantocid Tabs.
Doctor, what aspects you
of your Pantocid IV consider while choosing IV
PPI ?
3) There are many 3. Doctor, may I know which
Neurotropics for treating Neurotropics you frequently,
Neuropathies nowadays use in Diabetic Neuropathy
like.

WORKSHOP II
IDENTIFYING DOCTORS NEEDS

Workshop II - Identifying Doctors Needs
Doctor Need Statement :
My OA patients are stable on Voveran
I get many patients who suffer from APD as well as hypertension
Quick pain relief is my main concern in GERD patients
There are many tranquilizers available for Insomnia
I prefer Somatostatin in Variceal bleeding.
My patients do not adhere to Piroxicam treatment, when prescribed

for acute pain
Selective COX II inhibitor raise the BP

FIGURE OUT PRODUCT BENEFITS
THAT SATISFY DOCTORS
IDENTIFIED NEEDS
What is feature? What is benefit?
Feature of a product is what the product is, has or does.
E.g.
1) Its composition
2) Its Therapeutic effect
3) Method of Administration
4) Onset of Action / Duration of action
5) Packaging etc.

What is feature? What is benefit?
E.g. : Rabeprazole has a long half life
Benefit of a product is what the product will do, that the
user (doctor / patient) wants to have
E.g. Rabeprazole / Levofloxacin offers patient convenience of
once daily dosing

How to develop the Benefit chain?
Mention the possible benefit. Think doctor asking So What
about this benefit.
Continue asking & working towards clearer benefit words /
phrases that identify what the user gains?
E.g. Long half life (A feature)

How to develop the Benefit chain? Contd.
Long half life (A feature)
Single Daily Dose (A feature)
Greater convenience (A feature)
Higher probability of patient compliance (ultimate patient

benefit)
Confidence of predictable result (ultimate doctor benefit)

When to use Sell Benefits?
Important to note that, all the benefits are not important to all
doctors.
You have to select features and benefits to give appropriate
benefit statement which get doctors needs.
Hence be on the lookout for doctors needs statements which is
generally in benefit terms.
End the chain when benefit matches the identified need of the
doctor.

Examples : Develop Benefit Chain Statement
1) Quick & Complete absorption of ETOSHINE
BE : Doctor ETOSHINE has quick &

complete absorption
Thus providing Rapid Relief from OA pain

with the first dose
This further encourages patients

Compliance, since pain and other symptoms
are relieved quickly.
135
Examples : Develop Benefit Chain Statement
2) Sustained release of the drug from Tizan SR
Dr.: Tizan SR has sustained release technology
Thus it provides drug Concentration well above MIC

for longer duration
This ensures OD dosing schedule
This further ensures patient compliance since there is

Fewer chances of missing a dose & in turn will assure
you day long relief
136
II) RCPA

15) CHEMIST
15) Chemist
RCPA
RCPA : Retail Chemist Prescription Analysis
RCPA is information obtained from retailer about
doctors prescriptions and movement of products.
It is also called retail Audit

Chemist
Chemist or retailer is the last or the end part of the chain of
distribution.
Chemist provides the medicines to the buyer, prescribed
by the doctors.
Chemist realises the prescription written for our product,
thereby he is an important aspect in getting the sales.

Current Distribution Chain in India

Margins at various levels of Distribution System
142 The retailers margin is 20 % on the MRP inclusive of all

taxes but actually they get approx. 22.5%
The Stockiest margin is 10% on the retailers price.
The CNF margin is any where between 1.5 % to 5% on total
goods transfer to stockiest.

Relation of MR (Company) and Retailers
The only way to meet the target is to generate the prescription
demand and by maintaining Stock pressure at the retailer- to
meet this demand
Therefore to honour the generated prescription demand
Retailers Assistance is Vital
To maintain stock pressure Retailers Assistance is equally
necessary.
Retailers Assistance will be forthcoming only if he sees you as
an ASSISTANT ready to help him.
Retailers may see you as one helps him earn extra profits and
information.

Relation of MR (Company) and Retailers
The only purpose why a retailer entertains you is because he
sees you as one helping him to earn profits and extra
information on companys product.
Thus the objective of the retailer to see any Companies MR is as
one who always helps him to earn more profits and give
information about the products.
Talk to him about new products trade offers etc.
Remember retailer doesnt mean the Proprietor (owner) alone,
it means his assistance too, the counter clerk, the pharmacist
and the cashier / accountant.
Do not ignore any one. Talk to each one politely.

Function of the Chemist
Chemist / Pharmacist fills up the prescription written by the
doctors
Makes the availability of products for patients for which he
stores the medicines in the shop
Honours the prescription written by the doctor
Is the link between the patient and doctor, sometimes he helps
the patients in understanding the dosage and administration of
the prescribed medicines.

Need to meet the chemist/retailer
To inform the retailer about the availability of companys
products and its salient features.
To know which doctors is prescribing what?
To know the secondary sales of our product s, to know how our
competitors are doing
To make it sure that chemist is not running short of any of our
products for which he receives prescription.
To book the orders for our products
To get the feedback regarding any near expiry goods.
To know type of the doctor in terms of qualification and practice
in your territory
To know the potential of a doctor in the territory

Prerequisite before visiting chemist
A copy of recent price list along with latest information about
bonus offers / schemes provided by the company
POB (Personal Order Book)
2 carbon papers
All product stickers or information literature
Ready stock-provided, if you are visiting a new/ remote area and

launching a product.
A small diary / note book to note the observation (Daily call

Companion)

Dos and Donts at the chemist shop
Dos:
First take out the order book and ask about if any order he his
having for you
You should inform the chemist about new / old products we are
promoting and the product name should and must be written in
the chemist book along with stockists name.
Get the feedback from the chemist regarding doctors
preference for writing specific molecule or products or brand.
Ask the chemist to quantify the sales of the product s ( so you
can demand the prescription from the doctor by quantifying).

Dos and Donts at the chemist
Keep asking price of competitors brands their composition and
strength.
Try to do more personal order booking, which will keep you in
touch about the secondary sales and the stock position at
stockist also (which will reflect your concern for your products,
which in turn will enhance your image at stockist and retailer
level).
Develop a rapport with the chemist at personal level by
knowing the name of the person and remembering it.
Later you can call him by name once you develop a rapport with
him.

Dos and Donts at the chemist contd.
Donts:
Dont touch any of the medicines, prescription at the counter
without asking to the chemist or patient.
Dont ask lengthy questions to the retailer, when he is busy,
probably he may not answer or will not be able to give correct
information.
Dont start talking about other retailer or doctor with chemist
(gossiping)
Dont enter in to the argument if you have any problems
regarding availability, keep pressurising him with persuasion.
Dont open your visual aid at the chemist counter in presence of
other companies MRs.

Important of retail audit / survey
You can determine the actual secondary sales trend for your
product, by which you can know that which of your doctor is

prescribing which product and in what quantity?
The preferences of the prescribers and his prescribing habit in
terms of molecule, its quantity and frequency of prescription,

which can be actually known and its utilisation for our benefit
can be done.
It will help you know the potential of the doctor / market. So
that you can plan your future course action plan.

Utilisation of Retail Audit information
Determine who are your competitors

By how much margin the competitor/ s is leading? Or who are
behind you and by what margin?
Which doctor is prescribing which brand? In what quantity?
Once you know the preferences of the doctor decide the
product/s to be promoted to the doctor.
Plan for the promotional strategy and inputs, which you will be
receiving, to present to the doctor.
Continuously keep talking on calling chemists to ascertain
prescription flow for our products or for any prescription shift
towards other brands.

Order
Ask for an order It is your BIRTH RIGHT
The stockist salesman is not our competitor
But we are reluctant to book an order, having forgotten the art
of taking an order.

Reasons for not getting order
We dont call at the right time
We dont have the time. We dont spend enough time we are in
a frightful hurry.
The retailers says he has already place the order with the
Stockiest salesman

Summery
Doctors coverage and retailers coverage both are equally
important
Qualitative and quantitative improvement in retailer coverage

ensures;
Adequate stocks / display at the retailer shelves.
Prescription generated is honored in Toto.
Through knowledge of what is happening in the market.
Preempt competition
Corrective action on time
Asses strategies - Ours / competitors and get realistic feedback

16) STOCKIST
Stockist
All of you will agree that you have generated the prescription,
which gets honored at the chemist counter.
But who serves the chemist?
Or who takes care of the demands generated by you?
It is the stockist hence proper functioning of stockist plays an
important role

Stockist
A stockist is a customer who stocks the products of various
companies and sells to the retail chemists.
His basic job function would be to satisfy the need of the
retailers and he has to deal with company as per the company
rule.

Need of stockist
Our country has a wide geographic borders and our success will
greatly depend on how powerful is our distribution system.
As majority of companies have started covering even micro
interiors, the pharma business in these place have started
flourishing.
Now days there are more than 4-5 chemists even in the micro
interiors and we have to serve them very effectively.
Earlier company used to operate with few stockist and mainly
retailers used to come and buy from them but today due to
fierce competition even stockist has to go to the retailer and
book the orders and supply them.

Criteria to appoint a stockist
Appointment of stockist plays an important role in prosperity of
your sales therefore his appointments should take maximum
time and care so as to find promotion in future.
The first step to be taken before appointing a stockist is to
undertake a thorough chemist survey
MR must collect the information through chemist regarding
stockist who covers that area in terms of
Regularity and frequency of visits
Credit facilities extended
Time taken for executing the orders.

Stockist operations
You have to coordinate very effectively and regularly with your
stockist, Area Manage, Regional Manager, your superiors and
H.O. for the smooth operation.
You must be able to manage his purchases, his services and his
payments.

Managing the purchase
It is observe that sometimes there is loss in sales because the
stockist does not have adequate stocks when there is demand.
This can be done by regularly monitoring the stocks position or
stock and sales statements.
At any given time ensure that market should not suffer when
you take an order.
Use the following formula
Product requirement = Secondary Sales x 2 (Stocks in hand) +

(stocks in Transit)

Managing the services
You must ensure that stockists salesman regularly book the
orders from retailers, for our products, and is supplied by the
stockist on time.
You can improve the services by more opportunities of personal
order booking (POB) from various chemists and give it to the
stockist.
Stockists should ensure that he parts away with bonus offers to
the retailers.
You have to ensure that he gives you copies of the invoices or
some information regarding town wise sales, so that you can
evaluate the impact of your work and take corrective measures,
accordingly.
He should also take care of genuine complaints from the
retailers, regarding expiry, breakage or any damage of goods.

Managing the payments
Every visit you should ask for payments which are overdue, it is
always better to inform the stockist regarding the due dates of
payments instead of spending your time when the bill overdue.
Remember the sales is not done or completed till the realisation
of payments.

Stock and Sales Statement
It gives you a clear picture of personal satisfaction, receipts of
goods sales, return of goods, inventory etc.
The sales statement must reach your Area Manager and since
you prepared the statement from your entire stockist, analyse
the factors like secondary sales, goods return, average etc.
The previous stock and sales statements record should be
maintained by each one of you to find out the trend or your
progress.

Field work by Manager and HO

FIELD WORK BY MANAGER

Objective of ASM Field work
1. To assist MR in achieving the product wise sales objectives
2. To ensure proper implementations of the strategies
3. To resolve specific problems interfering with MRs performance
4. To help MR in improving customer coverage and the call
effectiveness.
5. To improve detailing skills of MR for more Rxs.
6. To improve call planning of MR with effective utilizations of
retailing information's
7. To built rapport with key customer.
8. To follow up various communications from HO.
9. To follow up on outstanding.

Objective of ASM Field work contd.
10. To strengthen discipline areas of MR like reporting, adherence

to TP, punctuality in reporting at the contact point.
11. To validate observations made from MRs report and
correspondence
12. To help MR in earning incentives
13. To encourage MR for better performance through personal
demonstration
14. To validate the MCL, classification, and updation
15. To gather first hand knowledge of the territory lay out ,
routes, customer mix, market potential, new avenues / source
for business.

FIELD WORK BY HO-PMT

Objective of PMT Field work
1. To built rapport with key customer.
2. To build the rapport with field staff.
3. To help the field staff and support them.
4. To study various market
5. To see whether the strategy developed by HO is implemented
in Toto or not
6. If not find out the reason Lacking from ASM or MR,
Practicability of the strategy in question.

Objective of PMT Field work contd.
7. To get the first hand information's from marketing / feedback

from the doctor.
8. Discussed with doctors for key issues like indication,

preferences etc.
9. Gathered inputs for next Communication strategy,

Improvement in existing positioning and communication etc.
10. Look out for competitors communication , strategy etc.
11. Get hands on Competitors literature etc.
12. Look out for any new launches / molecules / formulations its
movement etc.

Pharma Marketing Dr. Kailas Ghodke 173
Thank You
Thank You

Fieldworkandrcpa Kailas 140603023539 Phpapp01

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Field Work and RCPA Dr.

Field Work And RCPA

1. How to Recognize a Great Salesperson

2. Prerequisite for successful selling

3. Daily Sale call Planning

Field Work and RCPA Dr. Kailas Ghodke 2

Every morning in Africa a gazelle wakes up and knows

that it must run faster than the fastest lion or it will be

killed and eaten.

Also every morning in Africa a lion wakes up and knows

that it must outrun the slowest gazelle or it will starve

When the sun comes up youd better be running!

Market is no different then the African jungle.

Competitors are waiting to grab the opportunity

Field Work and RCPA Dr. Kailas Ghodke 4

For Customers & Competitors You are

Field Work and RCPA Dr. Kailas Ghodke 5

1. Identification and Quantification

2. Ensuring repeat visits at regular intervals

3. Detailing and discussing right product mix

4. Demanding rightful prescription share

5. Ensuring free and regular availability of products at chemist

and stockiest counters.

Field Work and RCPA Dr. Kailas Ghodke 7

Field Work and RCPA Dr. Kailas Ghodke 8

Field Work and RCPA Dr. Kailas Ghodke 9

Field work done For

3. Meeting Supply Chain- CNF and Stockiest

Field Work and RCPA Dr. Kailas Ghodke 10

Field work done By

1. Medical Representative (MR) / Medical sales Representative

(MSR) Business Executive (BE)

2. Area Sales Manager (ASM) / Area Business Manager (ABM)

3. Regional Manager (RM) / Regional Sales Manager (RSM) /

Regional Business Manager (RBM)

4. Zonal Sales Manger (ZSM)

1. Sales Manager (SM) / National Sales Manager (NSM) ,

3. PMT (Product Management Team PE, PM, GPM)

Field Work and RCPA Dr. Kailas Ghodke 12

One promote a particular product to a doctor who identifies the

need of that particular product to a particular patient and

Similarly the chemist honors the prescription raise by the

doctors and the stockiest supply the stocks to the chemist

Field Work and RCPA Dr. Kailas Ghodke 14

A customer is that person who makes a decision pertaining to

the usages of a particular product / services among the several

The customer may or may not be the consumer of the product /

Field Work and RCPA Dr. Kailas Ghodke 15

become becomes an actual consumer of Cerelac and not your

becomes the customer and your baby becomes a consumer.

Field Work and RCPA Dr. Kailas Ghodke 16

Hence, a doctor becomes a customer and patient become a

That is the reason pharmaceuticals selling is considered as

In this profession you may not meet the actual consumer of

Field Work and RCPA Dr. Kailas Ghodke 17

The customers for pharmaceuticals Business are

i. Doctors (Who raise the prescription)

ii. Chemist (Who honors the prescription)

iii. Stockist (Who supply the stocks to the chemist)

iv. C & F agent (Who hold the stock)

v. Patients and general Public for OTC products (Who purchase

and consume the products)

Field Work and RCPA Dr. Kailas Ghodke 18

Field Work and RCPA Dr. Kailas Ghodke 19