Summary and reflection
Summary and reflection
Meeting customers' needs and putting them first is key for business success.
F Offer a Friendly welcome - make the customer feel valued and important
I Identify the needs of the customer - through listening carefully and asking relevant questions
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
T Transaction close - remember to ask if they found everything they came for and provide advice accordingly
Downloadable resources 
- 1. Customer types informationFind out more about other customer types
- 2. Customer types activity templateA template to use when thinking about how your pharmacy can improve to better meet the needs of your types of customers
- 3. Printed guide: Make it CountA printable, short training piece
- Not everyone feels comfortable making additional recommendations during a sale transaction, but you can remind the team that they are just offering customers an opportunity to purchase a product that they may not be aware of, and they can always say no. Discuss with the team what sort of additional product recommendations are appropriate
- Spend time observing your team and giving feedback on how they meet their customers' needs
- Reflect on what you have read and develop an action plan to put new ideas into practice
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