Conversations with Maurice Ben-Mayor, Leon Taunton, and Alanna Short - Elevating patient care through sales excellence

In the healthcare industry, companies tend to shy away from calling themselves 'sales-led' because how can one put a price on life? However, at Stryker, we proudly acknowledge the vital role of sales representatives in fulfilling our mission: "Together with our customers, we are driven to make healthcare better."

In this episode of The Executive Exchange, we have the pleasure of hearing from Maurice Ben-Mayor, President of Stryker South Pacific, as he chats with Leon Taunton and Alanna Short, who were named Asia Pacific Salesperson of the Year in 2022 and 2023, respectively.

The rewarding nature of sales in MedTech and why it matters

In the fast-paced MedTech industry, sales representatives don’t just play stereotypical sales roles of selling. Their knowledge and relationship with our key customers enable them to provide a service that helps our customers achieve their goals of better patient outcomes. In essence that is at the center of what we do. Leon’s sharing of an early career experience, where his in-depth product knowledge played a part in the outcome of a cranial remodeling procedure, is just one of the many examples that highlight how sales representatives support our customers to deliver a seamless experience and improve patient outcomes.

Outside of the operation room, they are the people who engage directly with customers, fostering trust and forging lasting relationships through great products, service, and deep understanding of our products. Our sales team juggles multiple responsibilities, ensuring a smooth and continuous workflow while meeting our patients' needs from beginning to end.

Our success is in part because we care and we’re passionate. That’s what drives us to build a robust sales team that prioritizes developing lasting relationships and rapport with customers, to strengthen our brand reputation and value—key factors in achieving customer retention. As Leon succinctly puts it, "Effort over time" is what builds these strong relationships.

What makes a successful MedTech sales team

A successful MedTech sales team thrives on diversity: Diversity is essential for understanding and addressing varied market needs across the Asia Pacific region— different health systems, economies, and medical conditions, etc. We want to develop products that aren’t just aligned with the latest technological advancements but ones that cater to the specific needs of our patients. A diverse patient profile calls for diverse representation, across all our teams, which is why our sales team also works closely with other departments like Global R&D, enabling them to respond effectively to patient needs. Better healthcare begins with our patients. We are in the business of caring; when our customers are satisfied, we are, too.

Sales in the future of healthcare

At Stryker, we put our mission into action by prioritizing our customers in everything we do and partnering with them to make healthcare better. As we continue to innovate and adapt to local needs, our sales representatives will remain pivotal in driving the future of healthcare. With the advent of AI technology, the ‘human” factor – the trust and relationships built over time – will become even more important. With this belief, investing in sales excellence to train, empower, and nurture our sales representatives is a no-brainer for any company seeking to differentiate, win, and grow.