Those who have earned a crust writing courseware for that nebulous industry, e-Learning, often cringed at the “scenarios” they had to create that illustrated some recommended workplace behavior. These scenarios are usually populated by saintly figures of decorum and tact (illuminating the “right” approach) and oblivious boors who make sexist comments and say the worst thing at the worst time (i.e. the “wrong” behaviour). As you might guess, the dialog in these situations can come off as a little forced. However, for anyone who has written a scenario or role-play, this sample of training material provided by Merck & Co., Inc. to its salespeople might encourage you to see your previous efforts in a far kinder light:You want to avoid the impression of making a �hard sell.� But remember: even if a physician initiates a non-business-related discussion, later on s/he may remember you as someone who wasted his/her time with small talk. Many of you do a great job transitioning between products. Let�s test your skills in transitioning in a HEL [Health Education Learning] situation:Scenario 1Physician says: �What a nice restaurant! I hear that the food is wonderful.�Possible rep response: �You�re right, it is. I�d only arrange the best for you. I�m sure you feel the same way about your patients. When you decide to prescribe an antihypertensive, what characteristics make one product stand out from another?�Scenario 2Physician says: �I love coming to this restaurant. It has a great menu.�Possible rep response: �That�s one of the reasons I chose this place. You can get boiled lobster or a venison steak. Speaking of a great menu, what concerns you about the HMOs you�re dealing with, limiting your choices when choosing a specific drug therapy for a patient?�Scenario 3Physician says: �What a great football game yesterday. Did you see how effective Drew Bledsoe was in the fourth quarter? That guy is amazing.�Possible rep response: �Bledsoe is effective on so many levels. He�s a leader, you feel safe with him carrying the ball, and he�s a proven winner. You know who else that sounds like? Zocor, a market leader with an eight-year safety record, proven to save the lives of your patients. Physician, what concerns do you have about Zocor leading your team in the fight against congenital heart disease?�Scenario 4Physician says: �So, what plans do you have for the holidays?�Possible rep response: �Well, my wife and I are going to visit my grandmother. It should be a lot of fun, though I feel so bad for her. She really has advanced osteoporosis and can�t travel at all. She wasn�t on any treatment plan for the longest time. Physician, what do you think the reasons are that some physicians don�t do much about osteoporosis until it�s in its advanced stages and nearly too late?� Extract from Harper’s Magazine .