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Customers are our bread and butter within pharmacy and should be treated at the heart of everything that we do.
We don’t get taught how to speak to a customer effectively and efficiently. This can affect your confidence, rapport and services within the store. In this course we not only teach you, but show your tips and tricks on how to convey the correct information in short concise points, speeding both yours and patients time up, adding in greater rapport, better sales and confidence.
The roles of pharmacists are vastly changing from being behind the counter to on shop floor, promoting services. So speaking to a customer in the correct manner is crucial!
Customer consultations is a course you will find invaluable, you will use these points on a daily basis that they will become second nature to you
These are the following points of what we will cover within this course:
- Questioning technique
- Open questions
- Closed questions
- Funnel technique
- Body language
- Features vs benefits
- Selling technique-short concise easy language- dummy proof
- Angry customers
- Standing your ground
- Dealing with addiction
Impression you are judged within the first 3 seconds of meeting
Active listening and understanding We always want to jump in and solve situations, that is what we are trained for....BUT at times we have to stand back....listen and understand what it being said.
Selling technique Learn the art of link selling....where it is NOT unethical.
Angry or Difficult Customers This falls as one of your competency based questions in interviews. Do you know how to deal with this correctly?
Stand your ground You will get customers that will intimidate you because they want a certain product. Stand your ground as you are in charge
Dealing with addiction Addiction is on the rise, know how to spot the signs and deal with it
Dealing with Fraud Fraud is on the rise
Theft You have to compliant in areas which don't get taught otherwise. Know the rules
Referrals who and why to refer