More marketing dry goods are available in medicine
All kinds of costs**, the pressure on talents is not small. Finding "potential stocks" from within is the best result. So how do you make employees improve themselves?It is necessary to encourage them to continue to learn and accumulate, participate in more training, communicate more with colleagues, ask more questions that they don't understand, adjust their mentality, think positively, act decisively, and gradually grow and improve from the six steps of "seeing, learning, asking, thinking, accumulating, and acting", so as to effectively improve the comprehensive skills of store staff!
1. See: that is, to understand from seeing.
Store staff should learn to read words and colors to understand the customer's purchase needs.
First, look at the expression. When customers walk into a pharmacy, their motivation for buying is different, and their expressions are very different, and those who are anxious to buy a certain medicine will be restless and cannot waitThose who do not have a clear intention will be indecisive and full of embarrassment;Those who have no claims at all appear at a loss, unimpatient.
Second, we must look at action. Whether the customer walks into the pharmacy in a hurry or wanders around carelessly;Whether they pick up a piece of medicine and look at it carefully, or repeatedly choose between the same varieties, these subtle actions and behaviors can see through their purchasing psychology.
2. Learning: that is, learning from the side.
This requires the clerks to humbly ask for advice in their daily work, and ask for advice from experienced and professional masters and colleagues around them, so as to achieve the purpose of promoting strengths and avoiding weaknesses and improving the overall service level and sales performance. Usually, pharmacy people can also develop the habit of learning, for example, buying professional books and paying attention to the number one workplace WeChat public platform to learn relevant product knowledge.
3. Ask: that is, understand the methods and skills of asking.
The clerk takes the initiative to ask questions to customers, must be prepared, ask questions because of people and things, do not open their mouths, do not be marginal, and at the same time grasp several principles in the details of the inquiry.
First, don't ask questions unilaterally. Asking too many questions or asking questions that are not important to the customer can make the customer feel like they are being "investigated" and become disgusted with the store staff.
Second, inquiries and prompts should be interspersed. In the process of sincerely and politely asking customers, do not forget the medication tips, and pass on the drug knowledge to the customers in a timely and skillful manner, so that the drug sales work can be successfully completed in a relaxed interaction with customers.
The third is to grasp the methods and steps of inquiry. Generally speaking, we should follow the way of going from shallow to deep, step by step, starting with simple questions, and then selectively asking some in-depth questions according to customer responses, so as to gain insight into the real needs of customers from the Q&A exchange and promote the occurrence of purchase behavior.
4. Thinking: that is, being able to empathize.
When serving customers, store staff should also have a strong sense of empathy, and always think about "If I were a customer, what kind of service would I want?""Especially when encountering customer complaints, it is necessary to remain calm and patient, and empathize with the customer's feelings and thoughts, so as to create favorable conditions for effectively resolving customer complaints.
5. Accumulation: Accumulation of the same day.
Serving customers is a gradual process of learning by doing and improving from learning. Usually, the clerk should be more attentive to the work, pay attention to collect and accumulate some good service methods and practical experience, especially successful cases with universal guiding significance.
Through continuous collection, summarization, and analysis, and accumulation over time, we can provide better ideas and methods for our future service work, avoid detours in dealing with similar problems, and improve the success rate.
6. Action: that is, the implementation of specific actions.
The results of the clerk's learning and improvement must ultimately be reflected in their own service behavior and the effective promotion of future work. In the process of strengthening personal service skills, every store staff should focus on how to improve their service quality and win the long-term trust and loyalty of customers.