How to improve customer satisfaction in drug store management (2)

Values ??are the specific embodiment of the core culture of the drug store. Under the guidance of certain values, the drug store’s business philosophy on survival and competition is formed. . Improving "customer satisfaction" is a concept that pharmacies should run through in all aspects of their operation and management. 2) Tangible product elements. Tangible products include the external image design of the pharmacy, the medicines sold, the layout of the store, etc. If customers do not have a high overall evaluation of the pharmacy's tangible products, or the pharmacy has a poor reputation among relevant entities, the pharmacy cannot establish a good image of itself and cannot talk about customer satisfaction. A large part of the characteristics of a drug store is reflected in the characteristics of the tangible products provided. To satisfy customers, the product items operated by the drug store must be suitable for the customer's taste, and the drug store must have its own distinctive image. 3) Intangible product elements. Intangible product elements are services. As the competition in the pharmaceutical retail industry becomes increasingly fierce, it is difficult to maintain the differentiation of medicines for a long time, so it is difficult to form the core competitiveness of pharmacies, and the services of different items are particularly easy to form differentiated advantages. Only with high-quality service as the core competitiveness. Only by improving customer satisfaction and loyalty with high-quality services can pharmacies have a long-term competitive advantage. 2.2 Key points to improve customer satisfaction Sales activities include pre-sales, sales, and after-sales activities, which all affect customer satisfaction. 1) Increase the amount of information dissemination. Pharmacies transmit information to customers through various channels to influence customers' expectations and actual feelings, and affect customer satisfaction. This information can be divided into explicit information and hidden information. Exposed information is clearly and detailedly conveyed to customers by pharmacies, including POP advertisements, promotional activities, sales instructions, etc. Hidden information is transmitted to customers through subconscious signals, including the layout of the sales location, the clothing of the clerk, the store design, the combination of the product, the display of the product, etc. 2) Improve attitude influence. In the process of customers purchasing medicines, the attitude of the store clerk and their communication with customers, the focus of sales efforts, the commitment to customers and how to ensure the realization of this commitment will all have an impact on the customer's purchasing experience. Therefore, both in terms of product or service characteristics and their application. In terms of communication with customers, the training of store employees is very important. 3) Enhance behavioral demonstration. Pharmacy employee behavior plays a crucial role in customer satisfaction during sales activities.

How to be a good drugstore clerk

1. Be able to recommend appropriate medicines to customers; 2. Be able to promote products with satisfactory profits; 3. Be able to target customers from different classes (such as the rich) and the poor) while recommending products at different prices. Note: The above three points are advanced layer by layer and cannot be reversed. Rules of professional ethics for shop assistants: 1. Work stance and mentality identify with the nature of one's service profession. Bad emotions do not affect work. They are willing to use professional knowledge to serve customers, reflect self-worth, and gain self-satisfaction from it. 2. Neat behavior and appearance, neatly dressed, correct work badges, beautiful and decent hairstyle, generous appearance, and civilized behavior can create a sense of trust among customers. 3. Professional service and attitude: Greet guests warmly, treat guests with a smile, and say goodbye politely. The consultation answers are professional, patient and meticulous, so that the customer is satisfied or individual customers are not satisfied but the store staff thinks it is acceptable. Job Responsibilities of Store Clerk 1. Selling Drugs Selling and recommending drugs to customers is the main responsibility of the store clerk. 2. Understand that prescription clerks must learn to identify prescriptions, analyze prescriptions, prepare prescriptions, and pay attention to incompatibility. 3. Identify the authenticity of drugs 4. Identify imported drugs 5. Instruct patients on medication For common diseases, salespersons must be able to guide medication. 6. Do a good job in drug maintenance. Understand the essential properties of drugs and adopt different storage and storage methods to maintain drugs. 1. Receive customer inquiries, understand customer needs and achieve sales; 2. Responsible for goods sales records, inventory, account verification, etc., and complete various sales statistics as required. Remember: your smile is very important, be warm and friendly

How to run a pharmacy

I have been an OTC sales representative in the Hunan market for a long time, and I have a basic understanding of each county. I came to the conclusion that the pharmacy is better than the Mi store. There are more. I wonder if you have noticed this market situation.

In such a serious market, basically no county or city is a completely monopolized market. It is generally a competitive market. This is determined by the characteristics of this market. Although pharmacy is a tertiary industry, it is different from other tertiary industries. It pays great attention to the communication between enterprises and consumers, consumer satisfaction and the relationship between consumers and enterprises. Ways to improve performance step by step 1. Ways to increase turnover 2. Make stores more efficient Nowadays, when many pharmacies encounter declining sales and fewer customers, they first think of the magic weapon of price reduction promotions. However, price reduction promotion is not a panacea. It will cause various pharmacies to compete for lower prices, engage in vicious competition, reduce the profits of pharmacies, and cause losses to both parties. As a pharmacy operator, you must understand: Now that consumer tastes have greatly improved, lower prices alone can no longer attract customers! To keep performance rising, pharmacies must understand why sales are increasing. Analysis and planning, careful observation and analysis of customers' habits and tastes, plus services that make customers excited. These are the only keys to victory! 1. Ways to increase turnover In order to increase business performance, pharmacies must deeply analyze the exact source of "turnover" and solve the problem of "where do we make our money?"

By analyzing the composition of turnover, we can further analyze the ways to increase turnover. In order to briefly and clearly introduce the composition of turnover, we have specially formulated this chart. The main components of the turnover of retail pharmacies: Turnover Number of customers Unit price Number of customers Number of purchases Purchase quantity Purchase unit price From the figure, we can easily see that the number of customers and the unit price of purchased drugs are important aspects of the turnover. Under these two major levels, a secondary level can be divided. At the highest level, turnover depends on the number of customers and the price per customer. The so-called number of customers refers to the number of customers who actually purchase medicines; the so-called unit price refers to the average amount of medicines purchased by each customer. Turnover = number of customers * unit price per customer. From this formula we can see that to increase turnover is to increase the number of customers and increase the unit price per customer. The number of customers can be further divided into the number of customers visiting the store and the drug purchase rate. The number of customers visiting the store is mostly higher than the number of customers. Because the number of customers only refers to the number of customers who actually purchased medicines. Not every customer who comes to the store will buy medicine, and some customers just come for consultation. The difference between the number of customers and the number of customers visiting the store is the purchase rate. It refers to the proportion of actual drug purchasers among all visiting customers. Number of customers = Number of customers visiting the store * Purchase rate In the same way, the price per customer is the proportion of the amount of medicines purchased by customers to the average amount of medicines purchased. Price per customer = average number of medicines purchased per person * average purchase price of each medicine. From these formulas, we know that in order to increase sales, the store should increase the number of people coming to the store, increase the purchase rate of customers, and at the same time try to make Customers buy high-priced medicines in pharmacies. To do this, consumers must raise their expectations for pharmacies. In today's society, customers' expectations for a pharmacy are no longer cheap medicines, but high-quality services. Therefore, pharmacies must firmly grasp the center of "service" when improving performance. 1. Be willing to serve others. For all retail pharmacies, although the objects of competition are different, if they want to increase their turnover, the store must provide services beyond medicines. A pharmacy management expert has the deepest understanding of this point: The secret to a prosperous business is that high-quality medicines and excellent services complement each other! Drug retailing is between the clerk and the customer, both of whom are human beings. Humans are emotional animals with keen sensibilities. Therefore, when making sales, you must understand the customer's psychology and touch the customer's heartstrings. This is considered "service"! The service content of pharmacies can be roughly divided into three stages: pre-sales service, sales service and after-sales service, which can also be called pre-sales service, store service and after-sales service. If you do these three services well, you can serve customers in an all-round way, and the store's business will naturally flourish. The so-called pre-sales service refers to the preparation work before the start of business, including in-store sales work, drug pricing, replenishment, drug display, etc., as well as instructing store clerks on drug knowledge or how to receive customers, etc. In order to satisfy customers, preparation before opening is essential. Doing these tasks well will go a long way in promoting marketing. As the saying goes, "the sharpening of the knife will never make the mistake of chopping wood"! Store service refers to when customers enter...

How to analyze the drop in pharmacy customer flow and what solutions are available?

There are six main reasons for the decline.

1

The unreasonable product structure has caused store employees and regular customers to be very resentful towards the company.

2

With the new version of GSP certification, due to the insufficient number of pharmacists, some stores can only sell over-the-counter drugs, resulting in a serious decline in sales.

3

The form of promotional activities is not novel enough, making it difficult to increase store sales.

4

The salary is not attractive enough to employees, resulting in an unstable workforce and high turnover rate.

5

The education and training of employees cannot keep up, and professional knowledge and skills do not meet the requirements.

6

The company’s organizational structure is unsound and unreasonable, and the stores do not have corresponding management departments at the headquarters.

7

The inventory-to-sales ratio of each store is generally too large

END

Formulate preferential price policies to stimulate customers' desire to buy ; The above policies should also be adopted for products with a near-expiration date; in addition, for unsaleable and near-expiration date products, the company should take the initiative to find out the correlation between these drugs and best-selling drugs, and train employees on the relationship between unsalable and near-expiration date drugs. The combined use of best-selling drugs can also increase the store's unit price and number of orders.

To reduce the inventory-to-sales ratio, the inventory amount must be adjusted purposefully and selectively, focusing on unsalable and near-expiration products. For unsaleable goods, it is first necessary to see whether the purchasing department can return the goods to the supplier, or exchange goods with the supplier. If returns or exchanges cannot be made, a store sales reward policy must be formulated to promote employee sales, but the store cannot be allowed to bear all losses.

Promptly adjust the inventory amount of categories to ensure the number of best-selling products of large brands in the same category and reduce the number of unsold products of small brands. Generally, it is more reasonable to adjust the inventory-to-sales ratio to less than 1.5; for For categories where the inventory-to-sales ratio exceeds 1.8, the purchasing department and warehouse must make explanations. If the goods really need to be stocked, they must be approved by the general manager; for adjusted goods, the purchasing department must be actively responsible for returning or exchanging goods to suppliers; store planning Incentive policies and price preferential policies are used to digest inventory as soon as possible; they are sold as related accessories of best-selling products. For example, when buying best-selling products, you can buy them by adding 1 yuan or 2 yuan.

For the more expensive varieties reported by stores, promptly adjust the prices to bring them down; at the same time, the company must establish a market research mechanism for products and a pricing and price adjustment mechanism for products, monthly or weekly The merchandise department should sort out some price-sensitive varieties or products of the same functional segment that the company plans to introduce and distribute them to each store, so that each store can conduct price market research. According to the store survey feedback, the pricing of introduced products and the price of old products should be adjusted to ensure that Product price advantage.

For drug categories such as "Chinese patent medicines for colds", it is recommended that in addition to a few manufacturers with well-known brands, it is enough to selectively retain three manufacturers. It is best to choose Prices are complementary to those of big brand products; as for health care products, for small rural stores, it is recommended to choose just one brand. For stores with daily sales of around 1,000 yuan, it is recommended to choose one or two brands.

Start from the source - procurement, usually purchase goods with the latest batch number. If you want to purchase goods with a validity period of less than one year, they must be approved by the general manager; when the purchasing department prepares the purchasing plan, the purchasing volume + Existing inventory cannot exceed 1.5 times the historical sales volume in the same period. If over-purchase is required, it must be approved by the general manager; the warehouse should also pay attention to the validity period of the goods when accepting goods. Goods with a validity period of less than one year shall not be accepted into the warehouse. If In order to be accepted into the warehouse, it must be signed by the general manager, otherwise the responsibility will be borne by the warehouse; for goods that are only valid for three months, the warehouse is not allowed to deliver them to the store, and the store also has the right to refuse during acceptance.

The company should organize stores to hold product discussions every month to discuss the next product introduction direction and the elimination target of existing products. New products planned to be introduced by the merchandise department can be discussed at the meeting to facilitate the implementation of new product plans and the search for new product selling points, so that product introduction is not blind. At the same time, through active elimination, products can be made more viable.

The company does not plan the purchase of seasonal goods in advance enough, especially the summer goods. The company will not organize the purchase until other pharmacies have already sold them. After the company's purchase is in place, it will When delivered to stores, the best time for sales may have passed, which can easily lead to poor sales of seasonal products.

Several profit models for pharmacies in the future

We all know that pharmacies are different from ordinary profitable stores, so the business model of pharmacies will never be the same as ordinary stores. With the development of today's society, many pharmacies must change their business models to be profitable. Let's introduce them below. 1. Diversify the profit model to increase unit price per customer. Diversification of the profit model first requires that pharmacies be regarded as retail places, and pharmacies should be regarded as retail places that can sell medicines, while other retail places cannot sell medicines. With the annual increase in venue rent, increase in employee costs, rigid demand for drugs, national price limits on some drugs, and the impact of community zero-margin rates on pharmacies, drug sales in pharmacies will gradually decrease, resulting in lower sales and gross profits. , can only be made up by relying on non-drug and fee-based services. In diversified operations, choosing product categories such as health, beauty, wellness, nutrition, health care, and sports will be the first choice. According to international practice, drugstores will be the first choice for diversified profit models. 2. The profit model of private brand products is mainly promoted by high gross profit. The next evolution is the profit model of self-owned brand products. For large chain pharmacies, they have the ability to develop their own brands, but for small and medium-sized chain pharmacies, they can only rely on purchasing alliances similar to PTOs in the industry to develop their own brands. Unfortunately, these small and medium-sized pharmacies only want to rely on alliances. Provide all services, but are less willing to work with the alliance to develop their own unique private label products. Without these differentiated private brands, the final result can only be that small and medium-sized chains are acquired by large chains. 3. Internal refined management profit model At present, China's chain drugstore industry is at least 5 years behind department stores and supermarkets. Its business philosophy, management level, store operations, promotion planning, human resources and then performance management, commodity category management, There is a lot of room for improvement in professional pharmaceutical services, measures to increase turnover, logistics information systems, and systematic analysis and improvement of operating data. 4. Customer satisfaction continues to improve (professional pharmaceutical service related sales) profit model If you want to achieve customer satisfaction, you must first provide professional medical and pharmaceutical services. High-level pharmaceutical services mainly rely on scientifically recommended products from the perspective of consumer treatment. and related sales combinations, allowing consumers to choose the most effective drugs at less cost. Secondly, drugs should establish a profile of the needs of most consumers in the business district and provide marketable and cost-effective products. The varieties should be complete, so as to save consumers' time and energy. There are three main reasons why consumers buy medicines in pharmacies instead of hospitals: first, pharmacies have rich varieties and high choice; second, they are nearby and convenient; and third, prices are cheap.

By achieving these three points, the service will be in place, satisfaction will be improved, and loyalty will be cultivated. 5. Professional positioning profit model There are three competitive strategies for the industrial positioning profit model: first, rely on large-scale improvement of concentration to form a total cost leading profit model; second, differentiated positioning profit model; third, professional concentration profit model. In the next profit model of chain drugstores, focusing on one business format and making it unique will be a necessary positioning choice. Industry insiders predict that these optional business formats are roughly as follows: large health pharmacies (health testing and experience, lectures, overall intervention pharmacies); drug stores, community convenience stores, supermarket pharmacies, online pharmacies, medical clinics (traditional Chinese medicine) (sitting in the hall), specialty drug pharmacies, community pharmacy managed pharmacies, supermarket shop-in-shop, prescription drug dispensing pharmacies (next to the hospital), advertising and hype pharmacies, health care product stores, etc. Of course, they can also be distinguished in terms of positioning, such as high-end pharmacies in high-end business districts. Recommended reading: How to make Baixing Pharmacy stronger and stronger

What should you pay attention to when decorating the storefront?

The rational layout and elegant decoration of the drugstore can increase customer flow, and will also Bring profits to pharmacies. But how can we decorate a pharmacy that satisfies customers? Baicaotang will tell you!

What should be written on the glass windows and billboards of drugstores

If it is a newly opened drugstore, don’t worry, there will be many medical and health product salesmen to advertise in your drugstore. If you rent a counter to display their products, it is natural to post their advertisements on the door... If you design it yourself, it is best to use healthy green colors as the main color, which is more comfortable for people to look at. . . It can also attract customers' attention. The advertisement is nothing more than revealing a low price and a professional meaning to customers, such as experts, experienced Chinese medicine practitioners, low-price pharmacies, etc... The glass can also use a section from the Compendium of Materia Medica or the Huangdi Neijing. Practical prescriptions can be made into self-adhesive stickers and pasted on them. If you want to make the pharmacy more considerate, you can post relevant classic prescriptions based on some common diseases that people need to prevent in four seasons. This will attract customers to buy... .Of course, prepare relevant medicines yourself. In a humane pharmacy, what patient and customer wouldn’t feel at ease? Business is naturally good....

My opinion on professional services Speech about pharmacies, urgently needed! ! It doesn’t take too many words! 5 points

Part 1: Speech on high-quality service at the outpatient pharmacy window

My current job is at the window of the outpatient pharmacy. The so-called window, on the one hand, directly faces the patient, creates communication and exchange between doctors and patients, and becomes the forefront of pharmaceutical science in serving patients; on the other hand, in the eyes of patients, it represents the role of our pharmacy and even the entire hospital. The overall level reflects the image of the hospital. Therefore, pharmacists who are engaged in dispensing work as a window must be well-trained. They must not only have a high sense of responsibility and a good mental outlook, but also must have a clear service concept and a high service level. Drugs are weapons used by pharmaceutical personnel to help the people prevent and treat diseases and fight against diseases. Therefore, the behavior and work quality of pharmaceutical staff often have a greater impact on patients. When pharmacists treat patients with sincerity and enthusiasm, patiently explain medication methods to patients, and explain in detail those drugs with serious side effects, usage and dosage, and some factors that require special attention, patients will feel respected and cooperate with the pharmacist from the heart. work, follow doctor's instructions, increase confidence in fighting the disease, maximize treatment enthusiasm and compliance, recover early, return to work, and make greater contributions to society. So our work, although mundane, is of great significance. This also requires us pharmacists to constantly look for our own shortcomings, improve measures to serve patients, improve service attitudes, and also improve the quality of all aspects, and possibly improve our work to make patients more satisfied. In today's increasingly fierce competition, we must use the "software" of high-quality services to attract patients and win greater trust from patients in the hospital. Personally, while strictly demanding myself, I will work together with my comrades to make greater progress in our work from a higher starting point.

The society is constantly developing and the times are fast. With the pace of advancement, all walks of life survive and develop amidst constant challenges. We have a deep understanding of this in the medical market. Only by using new concepts and new thinking to guide our work will we not be eliminated by the trend. What we do and what we don’t do affects us all the time. In the past, pharmacists' "efforts" were reflected in the process of prescription preparation, prescription issuance, drug receipt, and ensuring supply. Now, pharmacists must keep pace with the times. The situation is forced by constant changes, which require pharmacists to have comprehensive professional knowledge and provide patients with Pharmaceutical services guide patients so that they can obtain reasonable, safe and effective medication; at the same time, they must participate in the drug treatment work of clinicians. In addition to completing the continuing education required by the hospital in our daily work, we voluntarily study professional knowledge once a week and take tests regularly based on professional characteristics and work needs. All this is to improve everyone's work quality and service quality, so as to answer questions. Patient consultation and solving patients' difficulties. Let me tell you about the "catfish effect" - it is said that in the past, Norwegians went out to sea to catch sardines. When they returned to the port, their warehouses were often full of dead fish, and the selling price of the dead fish plummeted.

So, some smart fishermen came up with a way: put a few catfish in the fish hold. Catfish are active by nature and swim around. However, a large number of sardines became nervous and accelerated when they saw a few "dissidents". Swimming enhances the vitality of the body, thus reducing the mortality rate and increasing the income of fishermen. Later, this phenomenon of using catfish to increase the activity frequency of sardines, stimulate their vitality, and extend their lifespan was called the "catfish effect." The catfish here represents an introduced mechanism, a concept, a reform and external pressure market competition. Our work requires change, change leads to generalization, and generalization leads to prosperity. There are things we don't do right now in our work. We cannot control some *** behaviors, such as changes in the varieties of bidding and procurement, and frequent adjustments to drug prices. These make our service work more difficult, and we need to explain why, which reduces the percentage of our service satisfaction; and the Third Hospital The old problem of the medical environment is that the Chinese and Western pharmacies in outpatient clinics are a channel. In particular, the traditional Chinese medicine pharmacies require a certain amount of time to prepare decoctions and are limited in space. They cannot meet the requirements of patients waiting for treatment. The three streams of people, including Chinese and Western medicines and intravenous blood collection, are intertwined in the hall. , this is the most crowded place in the three courtyards. I can only sort it out subjectively. Our promise is that we must start work 5-10 minutes in advance every day, and the queue should not exceed 8 people, so as to increase the speed of dispensing soups and reduce waiting time. These measures have played a role in easing and guiding patients. Also, at work, I have done a lot of work coordinating surrounding departments, charging issues, doctor issues, etc. This reduces the number of patients who have to run away, solves their medical problems, and increases the patient's satisfaction with us.

In short, in the tide of reform, we must constantly improve our...