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.

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.

  • For retail staff and staff who have customer contact

  • Full day of training

  • Level 1 course (no prerequisite course required)

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

REGISTER YOUR INTEREST FOR THIS COURSE!

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.

  • For pharmacy owners and retail managers

  • Full day of training

  • Level 1 course (no prerequisite course required)

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.

REGISTER YOUR INTEREST FOR THIS COURSE!

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.

  • For pharmacy owners and retail managers

  • Full day of training

  • Level 1 course (no prerequisite course required)

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.

REGISTER YOUR INTEREST FOR THIS COURSE!

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.

  • For retail managers and staff who are responsible for the instore pharmacy environment

  • Half day of training – morning

  • Level 2 course (Customer service and sales 101 OR Leadership and management 101 course recommended)

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.

REGISTER YOUR INTEREST FOR THIS COURSE!

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.

  • For retail managers and staff who are responsible for purchasing retail stock

  • Half day of training – afternoon

  • Level 2 course (Customer service and sales 101 OR Leadership and management 101 course recommended)

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.

REGISTER YOUR INTEREST FOR THIS COURSE!

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.

  • For retail staff and staff who have customer contact

  • Full day of training

  • Level 2 course (Customer service and sales 101 course required)

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.

REGISTER YOUR INTEREST FOR THIS COURSE!

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.

  • For pharmacy owners and retail managers

  • Full day of training

  • Level 2 course (Customer service and sales 101 or Leadership and management 101 course recommended)

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.

REGISTER YOUR INTEREST FOR THIS COURSE!

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:

  • Introduction and overview of market – Learning outcomes, your pharmacy and value proposition
  • Customer service – Key areas of customer service, first impressions, body language, the telephone
  • Personal styles and customer service – Customer service to suit your customer not yourself
  • The sales process – Conversation starters, questioning, listening, recommending products, closing
  • The extra bits – Cross-sell, upsell, product formularies
  • Feedback and coaching – Measurements, feedback and coaching
  • Presentation of action plan – Individual presentations – Action plan and learnings

EQUIPMENT AND REQUIREMENTS:

  • It is recommended that participants have a quiet and private space to sit in during each webinar.
  • Participants need access to a computer or laptop with a video camera and microphone or headset.
  • Participants are required to attend all webinars to receive their certificate.
REGISTER YOUR INTEREST FOR A WEBINAR!

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.