Looking to elevate your pharmacy?
The Pharmacy Guild of New Zealand is proud to offer you the following seven training courses that have been specifically designed to take community pharmacies to the next level.
All training courses require a minimum of 6 attendees to go ahead. If you would like us to come to your pharmacy or area to run training please register your interest below.
E-LEARNING
Customer service 101 e-learning module
INTRODUCTION
This is part of our building block series and is the first course in our Customer Service and Sales series.
The course focuses on customer service and how to create customer satisfaction and return customers in a modern pharmacy.
COURSE OVERVIEW
- What does good customer service look like?
- Understanding your value proposition
- Personal styles and customer service
- Managing first impressions
- Active listening
- Answering the telephone
- The New Zealand pharmacy market
- Customer service standards
- Emotional intelligence
- Assertiveness, confidence and trust
- First impressions
- Communication
- Dealing with difficult customers
LEARNING OUTCOMES
- Better understanding of customer service
- Ability to build relationships focusing on how customers like to buy
- Improved listening skills
- Ability to ensure customers are welcomed and thanked every time
- Link behaviours to rapport building with customers
- Be able to align activity with key pharmacy standards
- Improved motivation and focus
Please note: Trainings are discounted for Guild members are their staff. If you register using the wrong link, you will receive an additional invoice.
COURSES
Customer service and sales 101
INTRODUCTION
Great pharmacies get the basics right. Make sure you and your staff are up to speed with the essentials of excellent customer service.
Participants will be trained in customer care, the sales process, selling how customers like to buy, companion sales and more. This course is designed to focus pharmacy staff on increasing their average sale amount.
COURSE OVERVIEW
- What does good customer service look like?
- Understanding your value proposition
- Personal styles and customer service
- Managing first impressions
- Active listening
- Answering the telephone
- Selling and customer service
- The sales process
- Recommending products
- Companion sales
- Demonstrating products
- What do you sell to who?
- Introducing sales measurements
- Plan to increase average sale amount
LEARNING OUTCOMES
- Better understanding of customer service
- Ability to build relationships focusing on how customers like to buy
- Improved listening skills
- Better product recommendations
- Improved cross-sell tactics
- Better understanding of customer service measurements
- Improved motivation and focus
- Better performance and results!
No dates are currently scheduled for this classroom based course. Please register your interest below.
Webinar
No dates are currently scheduled – LEARN MORE
Please note: Trainings require a minimum of 6 attendees. Please register your interest if you would like this training course run in your area.
Leadership and management 101
INTRODUCTION
Our core leadership and management course will help those leading a pharmacy team, particularly a sales team.
Participants will come away from this programme with the skills, tools and confidence to apply the key concepts covered to help build and develop a team of high performing pharmacy sales staff. This course is designed to focus pharmacy managers and owners to support the growth of their pharmacy’s average sale amount.
COURSE OVERVIEW
- Leadership vs management
- Understanding your value proposition
- Personal styles and leadership
- The sales process
- Setting goals for sales growth
- Metrics and performance
- Driving productive activity
- Feedback and coaching
- Running successful staff meetings
LEARNING OUTCOMES
- Better understanding of the sales process
- New tools for matching personal style and motivation and performance
- Increased self-confidence to effectively lead a team
- Improved meetings and one on ones
- Better performance and results!
No dates are currently scheduled for this course. Please register your interest below.
Please note: Trainings require a minimum of 6 attendees. Please register your interest if you would like this training course run in your area.
Business planning
INTRODUCTION
Creating a business plan can be intimidating for even the smartest people. However, having a basic plan that clearly links to key activity is critical for your business.
This workshop focuses on getting the basics right in financial forecasting as well as ensuring activity links to your forecast and activity can be easily assigned to staff within your business. Participants will learn how to develop core business plans that link to productive activity.
COURSE OVERVIEW
- Identify key trends in your market
- Understand financial drivers in your business
- Create your own easy to use P&L
- Understand how to manage the budget
- Work with the P&L to create some “what if” (we will look at what an extra staff member, with extra revenue does to your overall profitability)
- Understand the key drivers critical to your business’s success
- Understand how using the pharmacy benchmarking can improve your business
- Create easy and usable key activity plans to drive performance
- Understand options for linking activity plans to staff performance management systems
- Leadership tips and tricks to drive your business forward
LEARNING OUTCOMES
- A workable, usable business plan
- Activities that link to business objectives
- Better understanding of what will drive results
- Better KPIs for your team
- Clearer view of market and opportunities
- Better performance and results!
No dates are currently scheduled for this course. Please register your interest below.
Please note: Trainings require a minimum of 6 attendees. Please register your interest if you would like this training course run in your area.
Retail merchandising
INTRODUCTION
Learn the key basics of retail merchandising – how shop layout, category management and planograms guide the way your pharmacy sells and markets products.
Participants will learn about category management and how to plan a store’s merchandising for maximum sales success. We will also teach you how best to use supplier’s promotional material as well as ideas for in-store signage and displays.
COURSE OVERVIEW
- Defining your category tree based on customer needs
- How to set up the correct groups and categories in your POS system
- Shop layout to maximise customer traffic flow
- Instore signage
- What products to stock – using data to determine your core range
- Planograms that work for your customers
- Merchandising and display best-practice rules
- Window displays, hot-spots and instore promotions
LEARNING OUTCOMES
- A full understanding of category management best-practices
- The ability to use data to decide on product position and placement
- A retail merchandising rules guidebook
- How to maximise retail sales from your existing customers
- Templates for point-of-sale signage that increases sales
No dates are currently scheduled for this course. Please register your interest below.
Please note: Trainings require a minimum of 6 attendees. Please register your interest if you would like this training course run in your area.
Retail buying
INTRODUCTION
This course covers best-practice for buying retail stock for your pharmacy. Participants will learn how to compare suppliers and analyse price offers, a pricing guide, and the fundamentals of ensuring that you maximise your gross profit margin.
The course also covers choosing and maintaining a core range of products, range reduction, managing dead stock, and the 3-2-1 rule of category management. The focus is on putting in place rules for efficient stock management.
COURSE OVERVIEW
- Retail measurement and KPIs – stockturn, gross margin, dead stock, low stock, out-of-stock, days cover and GMROI
- Product ranging – deciding what to stock using the 3-2-1 rule
- Product performance measurement – how to know whether a parcel buy or discount deal is worthwhile
- Ordering rules – the different types of orders from wholesalers, buying groups or direct suppliers and how often to do them
- Computer ordering systems – how to set them up for maximum accuracy and efficiency
- Special customer orders
- Dead stock reduction
LEARNING OUTCOMES
- A full understanding of the best way to order different types of products
- A handbook containing all of the important stock performance measures and formulas
- A system for determining which products to order for your pharmacy
- Knowledge of how to get the most out of your POS computer ordering system – saving time and money
- The importance of establishing a regular schedule for all types of orders
- How to deal with dead stock
No dates are currently scheduled for this course. Please register your interest below.
Please note: Trainings require a minimum of 6 attendees. Please register your interest if you would like this training course run in your area.
Advanced sales skills
INTRODUCTION
This course starts with a quick refresher on Customer service and sales 101. This programme will then explore all the key concepts in more detail, fine tuning core skills to better connect and influence the customer. This course is all about taking your core skills to the next level.
We also cover dealing with difficult customers and complaints, upselling, dealing with sales objections, persuasion and sales, maximising promotional sales and the importance of practice.
COURSE OVERVIEW
- Sales process boot camp
- Turning objections into opportunities
- Body language
- Persuasive language
- Advanced communication skills
- Persuasion and Influence 2.0
- Advanced style shifting with gender and generation
- Metrics and data for sales focus
- Lots of practice
LEARNING OUTCOMES
- Increased confidence in working with customers
- Improved understanding of how and why customers buy
- Better language to influence sales
- New thinking on style shifting with customers
- Advanced questioning techniques
- Improved motivation and focus
- Better performance and results!
No dates are currently scheduled for this course. Please register your interest below.
Please note: Trainings require a minimum of 6 attendees. Please register your interest if you would like this training course run in your area.
Retail marketing
INTRODUCTION
Marketing is an essential element for every pharmacy. Participants will be introduced to marketing and its benefits; and link this to the retail environment in New Zealand.
This course explores how retailers use marketing to communicate with their customers, before moving on to look at different forms of marketing and advertising used by retailers. The afternoon will cover e-marketing. This will be extremely practical designed to enable your e-marketing activity including email marketing, marketing automation and loyalty programmes as well as starting or maximising your website.
COURSE OVERVIEW
- What is marketing?
- Common marketing types
- The marketing mix
- Understanding your customer
- Communicating the right way
- The in-store environment
- Creating a promotional plan
- Marketing mistakes
- Digital marketing principals and practice
- Content is king
- Websites and e-Commerce
- Mobile marketing
- Email marketing
- Social media marketing
- Data and reporting
- Action plan
LEARNING OUTCOMES
- A workable, usable marketing/promotional plan
- Better link with supplier promotions and in-store activity and customer communication
- Improvement to in-store visual merchandising and pricing
- Ability to describe the pharmacy customer to best provide products, services and communication
- Describe and explain the meaning and nature of e-marketing
- Ability to generate content for Facebook
- Ability to create email marketing campaigns
- Use reports and data to make decisions on digital content and execution
No dates are currently scheduled for this course. Please register your interest below.
Please note: Trainings require a minimum of 6 attendees. Please register your interest if you would like this training course run in your area.
WEBINARS
Customer service and sales 101 webinar
This course will be broken down into seven 90 minute webinars where participants will be able to interact with the trainer and other participants via the webinar platform Zoom. There is currently no webinar scheduled for this courser
For an overview of the course and learning outcomes, click here.
MODULE TOPICS AND DATES:
EQUIPMENT AND REQUIREMENTS:
TRAINERS
Toni Glass
Toni is an energetic, senior manager who loves working with businesses who want to grow their people. Her success as a facilitator is built from a wealth of practical experience and believing that with the right focus and tools, people will succeed.
With over 20 years’ experience in senior leadership, operations and sales and marketing roles, Toni understands the challenges of driving a team to succeed and creating a sales culture.
Toni has worked within corporate, franchise and owner operator systems and the unique challenges and opportunities that all these bring.
Her passion is delivering outcomes through energising, motivating, and driving people to succeed.
John Saywell
John is a qualified pharmacist, retail scientist and the CEO of Christchurch software and consulting company RPM Retail.
The company’s RPM software is used by more than 180 pharmacies and turns POS data into business intelligence reports which are used by retail managers and owners to improve their store’s performance.
The RPM consulting team helps independent pharmacies with shop layouts, planograms, inventory management, strategic advice and instore coaching.
John is a regular presenter on retail best-practice, drawing on his 30 years of experience both as a retailer and retail consultant.
CONTACT
If you have any questions, or are interested in holding a training course in your area, please get in touch using the below form or contact the Guild on 04 802 8200.