Customer Service Management in Pharmacy - Level II

Portugal · March 2016
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PROGRAM


Objectives - enhance the learning transmitted at 1st level, with a substantial increase in practical exercises,
Focus on the development of previously treated subjects, particularly in the relationship with the client, to achieve goals and creativity in the service of the results (get outside the comfort zone)

TIME: 09:00 - 18.00
The evaluation will be made during simulations and role-play.


Will be presented five case studies based on subjects dealt with on the 1st level on the following issues:

1. OBJECTIVES 
Establishment of work proposals, asking trainees from clues given, build campaigns to their pharmacies, within the actual context.
Validation using SMART methodology

2. COMMERCIAL APPROACH - CROSS SELLING
How to approach the customers and various types of difference-tes customers on the same subject.
the construction strategies, customer reading.

3. ACTIVE LISTENING / QUESTIONS
Establishment of rapport
Simulation of customer readings
Construction of the questions strategies.
the capture and use of information.

4. HANDLING WITH OBJECTIONS 
Given the various types of objections:
 Distinguish true and false objections
 Use assertive communication vs. aggressive
 Treating and clarify objections

5. CLOSURE / COMMITMENT
Helping the client to make decisions
Understanding the buying signals
Use the


Work method:

1. Case Analysis
2. following Strategy
3. Role-Play (with the participation of other groups
4. Debriefing.
5. Assessment of Cases