Customer first
Customer first
When considering a customer-first approach, the overall aim is to:
F Offer a Friendly welcome - make the customer feel welcome, valued and important
I Identify needs of the customer - through listening carefully and asking relevant questions, taking into consideration their needs e.g. short of time or embarrassed
R Choose the Right solution with the customer in mind
S Support your recommendation, by explaining the benefits in customer-appropriate language and giving opportunities for questions. Use the opportunity to share product knowledge, give additional healthcare advice and recommend suitable additional products that may complement their treatment
T Transaction close - remember to ask if they found everything they came into store for and provide further advice if required
As the pharmacy manager, you can help keep the team on track and give regular feedback to make sure everyone is thinking 'customer first'. Click on each customer type for some suggestions.
Anxious investors
- Be aware of customers browsing in the vitamin section that you might approach to offer advice
- Ask questions about what their healthcare concerns are, and whether they have other considerations such as whether the product is suitable for vegans
- Select the most appropriate product that meets their needs, and think about other preventative products
- Explain the product benefits and how it can maintain health, e.g. when discussing Berocca, the film-coated tablets are not suitable for vegans, but the effervescent tablets are
Assured quick-fixers
- A brief hello if they seem to be in a hurry
- Understand what they already know and ask only the questions needed. It may be appropriate to ask questions during a transaction to make the sale speedy and efficient
- Choose a fast-acting, effective product
- Explain the effectiveness of the chosen solution
- Give appropriate healthcare advice