New Hire Onboarding  •  Lesson 2 of 6
Products &
Equipment
Everything customers ask about. Everything you need to know.
What You'll Learn
The Machines
Know the lineup. Here's what we carry.
ResMed AirSense 11
Our #1 Machine
ResMed AirSense 11
The gold standard CPAP machine. Auto-adjusting pressure, built-in humidifier, cellular connectivity for compliance reporting. Most prescriptions are written for this device or its equivalent.
Auto-adjusting (APAP) Insurance covered Built-in humidifier
If a customer doesn't specify a machine — this is the one.
Designed for the Nightstand
Quiet, compact, and easy to use. Patients keep it. Their families never complain about the noise.
ResMed AirCurve 11
BiPAP / BiLevel
ResMed AirCurve 11
BiPAP delivers two pressure levels — higher when inhaling, lower when exhaling. Prescribed for patients who struggle to exhale against CPAP pressure, or those with more complex breathing needs.
BiLevel pressure Insurance covered Rx required
Listen for customers who say "my CPAP pressure is too strong" — they may need this.
ResMed AirMini
Travel CPAP
ResMed AirMini
The world's smallest CPAP. Fits in the palm of your hand. Travelers love it. But there's one rule you must know cold:
⚠️ AirMini = ALWAYS CASH. Insurance never covers travel CPAPs. No exceptions.
A customer may ask if insurance covers it. The answer is no. Be clear and confident about this.
Prior-Generation Machines
Many existing customers still use older models. You'll hear these names on calls — know what they are.
ResMed AirSense 10
The predecessor to the AirSense 11. Still widely used. Same supplies (masks, tubing, filters) fit both generations.
Insurance ✓
ResMed AirCurve 10
Prior-gen BiPAP. Same concept as the AirCurve 11 — two pressure levels for complex needs.
Insurance ✓
3B Luna
A third-party CPAP machine. Less common than ResMed, but some customers use it. Compatible with standard masks and tubing.
Insurance ✓
If a customer mentions any of these, treat them the same as current models. Supplies and reorder process are identical.
Machine Quick Reference
AirSense 11 / 10
Standard CPAP/APAP. Auto-adjusting. Most common.
Insurance ✓
AirCurve 11 / 10
BiPAP. Two pressure levels. Complex needs.
Insurance ✓
Luna
Third-party CPAP. Less common but fully supported.
Insurance ✓
AirMini
Travel CPAP. Tiny and portable. Cash only.
Cash only ✕
Most customers already have their machine. Your job is usually supplies — not selling a new device.
CPAP Masks
Three styles. Very different fits. Knowing them makes you the expert on the call.
P10 Nasal Pillow Nasal pillow on face
Mask Type 1 of 3
Nasal Pillow
Two small silicone tips insert just inside the nostrils. The most minimal contact of any mask style — no full face contact.
Best for: Stomach sleepers, people who feel claustrophobic, those who wear glasses, active movers

Not ideal for: High pressure settings, mouth breathers
ResMed P10 P30i
N20 Nasal Mask Nasal mask on face
Mask Type 2 of 3
Nasal Mask
Covers the nose only — from the bridge down to just above the upper lip. A comfortable middle-ground between pillow and full face.
Best for: Nose breathers, higher pressure tolerances, side sleepers

Not ideal for: Mouth breathers, nasal congestion problems
ResMed N20 N30
F20 Full Face Mask Full face mask
Mask Type 3 of 3
Full Face Mask
Covers both nose and mouth. Necessary when a patient breathes through their mouth during sleep — very common. The most widely prescribed style.
Best for: Mouth breathers, back sleepers, patients with nasal congestion

Listen for: "My mouth keeps opening" = this is their mask
ResMed F20 F30 F40
Mask Types — Side by Side
P10 Nasal Pillow
Nasal Pillow
P10 / P30i
Smallest contact. Best for minimalists and active sleepers.
N20 Nasal Mask
Nasal Mask
N20 / N30
Covers nose only. The middle option — popular and comfortable.
F20 Full Face
Full Face
F20 / F30 / F40
Nose + mouth. Most prescribed. Required for mouth breathers.
One question tells you which: "Do you breathe through your mouth at night?"
How to Recommend a Mask
Keep it simple. Ask two questions:
Q1: "What mask are you currently using?"
If they know → match it. If they don't know → move to Q2.
Q2: "Do you tend to breathe through your mouth when you sleep?"
Yes → Full face. No / not sure → Start with nasal. Keep it simple.
Don't overwhelm them with options. Pick one and explain why.
Modern Masks Are Comfortable
Today's masks are quiet, lightweight, and designed for real sleep. When customers resist, remind them how much better the new generation of masks fits.
CPAP Supplies
The recurring revenue engine. Every customer needs these.
What Goes in Every Order
Cushion / Pillow
The part that touches skin. Replaced every 1–3 months. Oils, sweat, and wear degrade the seal.
Every 1–3 mo
Filters
Keeps dust and allergens out of the airstream. Disposable and reusable types.
Every 1–3 mo
Tubing
Connects machine to mask. Develops micro-cracks and bacteria over time.
Every 3 mo
Full Mask
Complete mask replacement — new frame, cushion, and headgear together.
Every 3 mo
Headgear
The straps that hold the mask on. Loses elasticity, slips, and loses its shape.
Every 3 mo
Water Chamber
The humidifier tub. Mineral deposits and bacteria — needs replacement every 6 months.
Every 6 mo
90
days — the insurance reorder window.
Every 90 days, customers are eligible for new supplies.
We track this for every customer. When the window opens, we reach out. That's how reorders work — they don't have to remember. We do.
Key Brands
Know who makes what.
The Brands We Work With
#1 Brand
ResMed
Market leader. AirSense, AirCurve, AirMini, N20, F20, P10 — most of what you'll order. The industry standard.
#2 Brand
Philips
DreamStation machines and DreamWear masks. Note: some Philips machines had a recall — customers may ask. Don't offer unsolicited recall info; refer to Bob.
Also Carry
Fisher & Paykel
Known as F&P. Popular masks — the Evora nasal and Vitera full face. Some customers are loyal to these.
When in doubt, reach for ResMed. It's what most doctors prescribe and what most customers know.
Most Customers Already Have Equipment
They're not buying a new machine — they're restocking the supplies that keep therapy working. Your job is to make that reorder easy.
Keep It Simple on the Call
Ask what they currently use — model numbers are printed on every device
Match their existing equipment — don't switch them unless there's a reason
Don't overwhelm with options — one recommendation, stated with confidence
If they're unhappy with their current mask — ask what's bothering them, then suggest one alternative
The customer's comfort drives long-term therapy compliance — and long-term reorders.
Quick Knowledge Check
You're Now the Product Expert
When you know the products, conversations feel natural. The customer trusts your recommendation. The order gets placed.
Lesson 2 — Complete.
  • Machines — AirSense 11/10, AirCurve 11/10, Luna, AirMini
  • Three mask styles — pillow, nasal, full face
  • Supplies and replacement schedules
  • Brands — ResMed leads, Philips, F&P
Up next → Lesson 3 of 6: Insurance & Eligibility
← → to navigate  •  click to advance