How to call back to the pharmacy more effectively?

0 1 Grasp the basic information of customers and formulate communication strategies for different groups of people.

Unprepared return visits, customers are annoyed, employees are tired, enterprises spend money, things are not done well, and it is counterproductive. In fact, the information of chronic patients can be found in the pharmacy membership system.

If the clerk has some knowledge of the customer background information and recent consumption of each return visit, he can find a communication breakthrough through the basic information.

02

Let the right person call back different people at the right time.

1. Time selection: 9: 00 a.m. ~11:00 a.m. and 3:00 ~ 6:00 p.m. Of course, we should also choose different hours according to different occupations.

2. The order of telephone communication of shop assistants should be: familiar customers, key customers-familiar non-key customers-unfamiliar key customers-unfamiliar non-key customers.

3. Evaluate the communication level of store employees, classify non-key customers and unfamiliar customers, and allocate the quota reasonably according to the communication skills of shop assistants.

Train communication skills and avoid "standard speech"

1. Time should not be long. Call back time should be controlled within 5 minutes. When making a phone call, the clerk should have a sense of control over time and not ramble. At the same time, the whole idea of telephone communication should be clear.

It is not advisable to make too many phone calls at one time. Because a person's energy is limited, playing too much will hurt his ears. Moreover, the return visit focuses on persistence, not on whim.

3. Ensure that the content of the return visit is healthy and valuable information. Mainly to help customers, it is advisable not to recommend products. For example, provide reasonable shopping guide, convenient service, safe medication guidance and warm tips, health knowledge, opinions and suggestions to solve problems ... Customers won't mind, and you are very welcome to call next time.