1. Train your staff in the art of add-on selling

December 22, 2014By 99 Ways to Make a Positive Difference in Your Pharmacy, Focus on the Pharmacy Front End Blog, Independent Pharmacy

By Julie Bonnell for our 99 Ways to Make a Positive Difference in Your Pharmacy blog series

We've all heard the joke about "Would you like fries with that?" Simple fact is, the statement works. Before there were meal deals that allowed you to order a complete meal by a number, "Would you like fries?” offered an add-on at a low cost to complete the experience.

Improve the customer experienceSo how to take that concept and apply it in retail pharmacy? Recognizing members of your team may shy away from being a “pushy salesperson,” focus on the part of this equation where what is being offered helps and improves the customer experience. Consider as part of a team meeting having your employees identify additional non-OTC items you carry that would make someone feel better. For example, a patient buying cold medications could probably also use Kleenex®. Perhaps someone buying calamine lotion would also benefit from an oatmeal bath product. These are additional items that could help the patient address what they are treating, and in many cases can help them feel better or feel better faster.

Another option is to have a display of low cost “medicine cabinet” items at checkout. It could include items such as a store brand ibuprofen or a mouthwash. At the checkout, staff can ask, “Need any of these essentials?” It’s an easy way to make an add-on sale, benefit your customers, and is very similar to asking that iconic phrase that raised awareness of add-on selling... “Would you like fries with that?”

Julie Bonnell

Julie is HRG’s Director of Operations and a member of the senior management team. She directs and guides our Client Services, Fulfillment, Category and Product Research & Analysis, Data Assets and Visual Assets teams. She also participates in business development activities and the product development strategies required to support them

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