More marketing dry goods are available in medicine
Emphasizing hospitality methods is the premise of the pharmacy clerk's service to customers. Women occupy "half the sky", and if the store staff can serve female customers well, they can expand the sales beyond "half the sky", because they often have to buy medicine not only for themselves but also for their children. Therefore, it is very important to serve female customers!
So, what are the skills in the reception process for female customers who enter the pharmacy to buy drugs for consultation? Let's take a look today
1.Don't argue, learn language arts.
When encountering complaints or questions from female customers, the store staff must keep in mind that we provide goods and services, and arguing with customers will not solve any problems.
Store staff should first understand that customers have different perceptions and opinions about goods or services, and allow people to speak and express different opinions. The best thing to do is to listen patiently to the customer's opinion, apologize for the dissatisfaction, and then deal with it according to the specific situation and the rules of the pharmacy within the tolerance of both parties.
2.Change the quality of the question to the inquiry, starting from the needs of the customer.
When communicating with customers, store staff should understand and respect the customer's thoughts and opinions, not force them to buy and sell, especially for female customers, and have a humble attitude.
3.Try to keep the conversation as short as possible, and the attitude is neither humble nor arrogant.
When talking to female customers, the conversation should be rigorous, showing enough professional knowledge to be trusted by the customer, but not too nagging and uncomfortable. Suggestions can shorten the length of the conversation, just be concise and to the point.
4.It's better to stay away from the tall jargon and be a little more grounded.
This will mainly appear in the novice clerk, because of nervousness, crampedness, etc., so that when receiving customers, there is a blunt expression, rote memorization of the content of the training, can not be improvised, although you say the right professional words, but the customer may not be able to "accept the whole". Therefore, when serving, try to behave naturally and receive generously. You can also use some "experiential" marketing techniques to tell some examples of other customers to close the distance and increase the closing rate.
5.Accurate inquiry, intimate reminder.
Compared with general drugs, the first drug is used in a variety of ways, and pharmacies should carefully inquire and judge the symptoms before recommending them. In addition, it is necessary to explain to the customer whether the drug should be applied orally or externally, when the drug should be used, and when it should be stopped. For example, the Kang woman anti-inflammatory suppository for **pelvic inflammatory disease, which uses the method of rectal administration, customers may wonder: why not direct administration?
Usually, there are many precautions for the use of drugs for some ** diseases, such as relieving menstrual cramps during use, avoid eating raw and cold melons and fruits and irritating foods. Some nourishing and menstrual medicines should not be taken together with cold medicines. The source of some **inflammation comes from the partner (such as trichomoniasis** inflammation), which requires the same treatment of husband and wife, course of medication, etc. These precautions need to be reminded by pharmacies according to the different symptoms and medications of customers. At the same time, tell customers to avoid sexual life during the ** period, and do a good job of personal cleanliness and protection.
6.He is enthusiastic and not cold, and he always has a smile on his face.
The other extreme of the enthusiastic recommendation of medicine is that the reception is too cold, the sense of being valued and respected is a particularly important emotional need in the shopping process of female customers, moderate enthusiasm, sincere consultation, words and deeds reveal a sense of truth, the best to win the favor of female customers.