Case Study: Quest Diagnostics achieves consistent, customer-centric sales with Integrity Solutions

Quest Diagnostics - Customer Case Study

Quest Diagnostics, a Fortune 500 leader in diagnostic testing and services, needed a consistent sales model after a major 2013 reorganization and the acquisition of multiple smaller laboratories. With several business lines using different approaches, the company turned to Integrity Solutions and its Integrity Selling® Model to create a common language, support collaborative territory-based selling, and strengthen customer-centric sales execution.

Integrity Solutions implemented the Integrity Selling® Model through pilot programs, a train-the-trainer approach, and a rollout to 1,500 commercial sales representatives and sales directors, later expanding to additional business units and Latin America. Quest Diagnostics also certified about 40 internal trainers and embedded the model into coaching, role plays, national meetings, field forms, and CRM tools, resulting in improved account penetration, stronger relationships, more consistent coaching, increased accountability, and sustained behavior change across the organization.

Quest Diagnostics

Frank Turucz

Executive Sales Director