Pharmacy Merchandising Self Audit | Pharmacy Self Audit Questionnaire

Completing the in-store merchandising audit emphasises the provision of exceptional customer service for improved health care outcomes, while also identifying areas that require team training and alignment with overarching goals and standards. This self-audit serves as a solid foundation, though it is not exhaustive. Embrace audits as opportunities for enhancement and ongoing growth, allowing you to maintain your unique value proposition and stay ahead in the industry. Implement re-audits regularly as part of your continuous quality improvement strategy. It is advised to carry out these audits every 6-12 months or more frequently if team turnover is high.

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A) Inventory Management

Inventory Management is crucial for a retail pharmacy for several reasons:

• Customer satisfaction: Effective inventory management ensures that customers can find the products they need when required. Stock-outs can lead to customer frustration, driving them to seek alternatives from competitors. Well-managed inventory helps retain customers and enhances their overall shopping experience.

• Cost control: Proper inventory management minimises the risk of overstocking, which can result in increased holding costs, waste, and potential losses due to expired or obsolete products. Reducing excess inventory frees up capital that can be invested elsewhere in the business.

• Cash flow: A well-managed inventory helps maintain a healthy cash flow by preventing tied-up capital in slow-moving or overstocked products. Efficient inventory management allows a pharmacy to invest in fast-moving items, which generate quicker sales and returns.

1) Are stock levels regularly monitored and are orders put through in a timely manner?(Required)

a. We have a system in place to track inventory levels and reorder stock promptly when a par level is reached. We avoid out of stocks and overstocking. Any out of stock is replenished promptly.

b. We generally maintain appropriate inventory levels and reorder stock when needed. We might experience occasional overstocking or stock-outs, but we address these issues when we notice it.

c. We have a very basic system to track inventory levels, but we sometimes face overstocking or stock-outs and don’t realise it till a customer requests the product.

ACTION:

Great job! Keep the consistency going and know your customers will appreciate this.

ACTION:

Good Job. Consider allocating the task to a specific team member to monitor the system you have regularly for consistency. It is important to have that team member report on the monitoring regularly.

ACTION:

Create a system that tracks and detects stock levels and out of stocks. Work on improving your inventory management system to minimise issues. Allocate the task to a specific team member to monitor the system you have, regularly for consistency. It is important to have that team member report on the monitoring regularly.

2) Is your stock well organised and easy to locate?(Required)

A - All fast-moving items are given priority and placed in easily accessible locations. All slow-moving items are managed (promotions/markdowns)

B - All fast-moving items are given priority and placed in easily accessible locations. We don’t have a system that consistently looks at slow moving Items.

C - We keep track of inventory levels but not consistently and do not have a proactive approach to managing fast or slow-moving items.

ACTION:

Good work! This will allow for a great workflow.

ACTION:

Good inventory management needs a balanced approach where a pharmacy effectively manages both fast-moving and slow-moving items. Consider regular monitoring of inventory levels, forecasting demand, and using data-driven strategies to optimise stock for slow moving items as well as the fast-moving products.

ACTION:

This might result in occasional stockouts of fast-moving items and a buildup of slow-moving items. Good inventory management needs a balanced approach where a pharmacy effectively manages both fast-moving and slow-moving items.

Regularly monitor your inventory levels, forecasting demand, and using data-driven strategies to optimise stock for slow moving items as well as the fast-moving products. Allocate this task to a specific team member and ensure they have adequate training, support and report updates regularly.

3) Do you have a process to identify and remove expired and or damaged stock?(Required)

A - Yes, we have a regular and consistent process to identify and remove expired and or damaged stock, based on accurate reporting. We have allocated team members specifically responsible for this task.

B - Our reporting is accurate, and we have a process that identifies and removes expired or damaged stock, but we are not consistent with it. We do it when we have time.

C - We have a basic process for identifying and removing expired or damaged stock, but it is used/ implemented sporadically with no consistency. Our reporting is not accurate, potentially leading to some expired or damaged items remaining in stock.

ACTION:

Great Work! In this case, keep doing what you are doing.

ACTION:

Good work and you are on the right track. To improve efficiency and comprehensiveness make this a part of your operating rhythm and allocate the task to a team member for accountability.

ACTION:

Ensure that you regularly update your systems for accurate reporting and block time out consistently to implement a more rigorous process and systems. Hold a team member accountable to ensure this consistency is met. Ensure you remove all expired or damaged items remaining in stock, otherwise they will pose a risk to customers and the pharmacy’s reputation.

B) Display

Well-designed and effective displays play a critical role in a retail pharmacy by enhancing visual appeal, improving product visibility, encouraging impulse purchases, reinforcing brand perception, aiding shopper navigation, providing product education, and promoting cross-selling and upselling opportunities. By focusing on these aspects, a pharmacy can create a better shopping experience for customers, resulting in higher sales and long-term success.

4) Are your shelves and displays clean, organised, and visually appealing?(Required)

A - Our shelves and displays are always clean, organised and visually appealing. Products are faced and aligned on the shelves and stock is at the front of the shelf. We carry sufficient stock weight.

B - Our shelves and displays are mostly clean and organised, with occasional instances of misalignment or unfaced products. Stock weight is adequate, but there might be a few items with low stock levels that fell through the cracks. Visual appeal is present, but there's room for improvement in terms of arrangement and presentation.

C - Our shelves and displays are somewhat clean, but there are noticeable instances of clutter and disorganisation. Products are often misaligned or unfaced, requiring frequent maintenance. Our stock weight may be inconsistent, with some items being low in stock or out of stock more often than desired. Visual appeal is limited, with the presentation appearing bland or uninspired.

ACTION:

Nice work! Attractive and well-organised displays create a pleasant shopping environment, which encourages customers to spend more time in the store and explore various products. A visually appealing store can make a strong first impression and improve the overall customer experience.

ACTION:

Good work! You are almost there. Consider conducting regular audits and stock checks to maintain accurate inventory levels and ensure all items are organised and accounted for. You can also use daily stock alert emails to stay informed about low or out-of-stock items, allowing you to order more in time. Look at prioritising high-profit items and make sure they are well-stocked and prominently displayed. Standardise your stock receiving process to maintain consistency and efficiency. Consider ways to make your shelves visually appealing by investing time in keeping shelves clean and looking good.

ACTION:

Consider conducting regular audits and stock checks to maintain accurate inventory levels and ensure all items are organised and accounted for. You can also use daily stock alert emails to stay informed about low or out-of-stock items, allowing you to order more in time. Look at prioritising high-profit items and make sure they are well-stocked and prominently displayed. Standardise your stock receiving process to maintain consistency and efficiency. Consider ways to make your shelves visually appealing by investing time in keeping shelves clean and looking good.

Train your team members on proper product facing and alignment techniques to ensure a consistently organised and visually appealing store layout. Utilise a cloud-based inventory management software to automate and streamline inventory tracking, forecasting, and reporting. Collaborate with your team to develop creative merchandising strategies that enhance the visual appeal of your store and encourage impulse purchases.

5) Do you have clear signage to help customers locate products?(Required)

A - Our signs are clear, easy to read and strategically placed to enable our customers to easily find products.

B - Our signs are mostly understandable, legible, and positioned to help our customers find products without much difficulty.

C - Our signs are somewhat visible and can assist our customers in locating products, but there might be room for improvement.

ACTION:

Excellent! Clear and strategically placed signs help customers easily navigate the store, find the products they are looking for, and access different sections or departments. This contributes to an efficient and pleasant shopping experience.

ACTION:

Good work! Professionally designed and consistent signage can reinforce the pharmacy's brand identity and create a cohesive visual experience for customers. This helps establish a strong brand presence and can differentiate the pharmacy from competitors. When customers can quickly and easily locate the items they need, they are more likely to be satisfied with their shopping experience. This can lead to increased customer loyalty, repeat business, and positive word-of-mouth referrals.

ACTION:

We like your honesty. Remember that effective signage is important in a retail pharmacy for facilitating navigation, enhancing customer satisfaction, saving time, reinforcing branding and identity, promoting sales, and providing education & information. By investing in clear, easy-to-read, and strategically placed signs, a pharmacy can create a better shopping experience for customers and contribute to its overall success.

6) Are your displays updated regularly?(Required)

A - We regularly update our displays to showcase new products and promotions. Our regularly updated displays allow our store to look fresh.

B - We periodically update displays, but not as frequently as we would like to, and we maintain decent store appearance and highlight some new products.

C - We have basic product presentation that doesn't change often, with a simple layout that lacks great visual appeal. Customers usually walk out with exactly what they came for and nothing else.

ACTION:

Great Work! What you’re doing is ensuring that you attract customer attention, which increases sales, and enhances your brand image. You are creating a dynamic shopping experience for your customers. This helps move inventory and also encourages additional purchases which in turn makes people feel good about themselves, promoting engagement with your customers.

ACTION:

Nice! If you are periodically updating displays but not as frequently, consider striking a balance between maintaining a fresh store appearance and efficiently managing resources. Work with your team to plan a display schedule by setting a specific timeline for updating your displays, such as once a month or every season. This will help you stay organised and ensure regular updates without being too frequent.

ACTION:

Try working with your team to plan a display schedule by setting a specific timeline for updating your displays, such as once a month or every season. This will help you stay organised and ensure regular updates without being too frequent. Focus on high-impact areas, by prioritising and updating displays in high-traffic and high-visibility areas of your store. This will allow you to make the most significant impact with fewer updates.

Rotate featured products and keep your displays interesting by rotating the products you highlight. This will give customers a sense of novelty and encourage them to explore new items and convert more sales. Use a theme or story to create a cohesive look for your displays. This can make it easier to maintain a consistent store appearance while still updating the visual merchandising.

7) Do your windows and gondola ends follow the 5 principles of Display? (1. Focal Point 2. Balance 3. Rhythm 4. Proportion and 5. Position)(Required)

A - Our windows and gondola ends follow the five (5) Principles of Display.

B - Our windows and gondola ends sometimes follow the five (5) Principles of Display. We may not cover all of them, all of the time.

C - We don’t follow the five (5) principles as we just set the window displays and gondola ends based on the space available.

Focal Point: the central element that captures the viewer's attention.

Balance: refers to the even distribution of visual weight within a display.

Rhythm: Rhythm is the principle that creates movement and flow within a display.

Proportion: the relationship between the size, shape, and placement of elements within a display.

Position: refers to the strategic placement of products and elements within a display.

ACTION

Excellent! Keep up the great work.

ACTION

Good work! Try to remember these 5 principles when putting together your displays in windows and gondola ends because they help create visually appealing, effective, and engaging product displays that can impact customer behavior and increase sales.

Focal Point: The focal point is the central element that captures the viewer's attention. By creating a clear focal point, a display can draw customers' attention to specific products or promotions, increasing the likelihood of a purchase. A strong focal point also helps convey the main message of the display and makes it memorable.

Balance: Balance refers to the even distribution of visual weight within a display. Achieving balance, whether symmetrical or asymmetrical, creates a sense of stability and harmony, making the display more visually pleasing and easier to process. Balanced displays can guide customers' eyes through the arrangement in a natural and comfortable way, ensuring they notice and consider all products on display.

Rhythm: Rhythm is the principle that creates movement and flow within a display. By incorporating rhythm, a display can guide customers' eyes from one product to another, effectively showcasing a variety of items or different aspects of a promotion. Rhythm can be achieved through the use of repetition, alternation, or progression of elements like color, shape, or size.

Proportion: Proportion is the relationship between the size, shape, and placement of elements within a display. Using proportion effectively can create a sense of unity and coherence, making the display visually appealing and easy to understand. Properly proportioned displays can also help emphasise the most important products or features, guiding customers' focus and decision-making.

Position: Position refers to the strategic placement of products and elements within a display. Effective positioning can enhance visibility, accessibility, and the overall impact of the display. By considering customer traffic patterns, sightlines, and product relationships, well-positioned displays can maximise exposure, encourage interaction, and drive sales.

ACTION

Ok. Understand that the 5 principles are essential for creating impactful and visually appealing displays in retail pharmacy windows and gondola ends. By considering these principles, you can design displays that attract customer attention, showcase products effectively, and ultimately influence customer behavior, leading to increased sales and a more satisfying shopping experience.

Focal Point: The focal point is the central element that captures the viewer's attention. By creating a clear focal point, a display can draw customers' attention to specific products or promotions, increasing the likelihood of a purchase. A strong focal point also helps convey the main message of the display and makes it memorable.

Balance: Balance refers to the even distribution of visual weight within a display. Achieving balance, whether symmetrical or asymmetrical, creates a sense of stability and harmony, making the display more visually pleasing and easier to process. Balanced displays can guide customers' eyes through the arrangement in a natural and comfortable way, ensuring they notice and consider all products on display.

Rhythm: Rhythm is the principle that creates movement and flow within a display. By incorporating rhythm, a display can guide customers' eyes from one product to another, effectively showcasing a variety of items or different aspects of a promotion. Rhythm can be achieved through the use of repetition, alternation, or progression of elements like color, shape, or size.

Proportion: Proportion is the relationship between the size, shape, and placement of elements within a display. Using proportion effectively can create a sense of unity and coherence, making the display visually appealing and easy to understand. Properly proportioned displays can also help emphasise the most important products or features, guiding customers' focus and decision-making.

Position: Position refers to the strategic placement of products and elements within a display. Effective positioning can enhance visibility, accessibility, and the overall impact of the display. By considering customer traffic patterns, sightlines, and product relationships, well-positioned displays can maximise exposure, encourage interaction, and drive sales.

8) Does your pharmacy use seasonal and cross promotional displays?(Required)

A - Yes, we always set up our windows and gondola ends to take advantage of seasonal promotions such as Back to School. Our cross promotional displays also will take advantage of the seasons such as our Summer/Winter Survival kits or our allergy season displays.

B - We sometimes use seasonal displays such as Mother’s Day, Back to School and sometimes put together cross promotional displays.

C - We don’t usually put together seasonal displays, nor do we focus on putting up cross promotional items.

ACTION

Great work! Cross-selling and upselling: Effective displays can facilitate cross-selling (selling related products) and upselling (selling a higher-priced alternative). By placing complementary items together or showcasing seasonal options, a retail pharmacy you are encouraging customers to buy additional products, ultimately increasing sales. Changing displays and promotions based on seasons keeps the store looking fresh and interesting. This can encourage customers to visit more frequently and explore new products, resulting in increased foot traffic and sales opportunities.

ACTION

Good work! By promoting products that align with the season, such as Back to School or allergy season displays, the pharmacy can capitalize on the specific needs of customers during those periods. Timely promotions can help drive sales by offering solutions when customers are actively seeking them. Cross-promotional displays, such as Summer/Winter Survival kits, can boost sales by offering complementary products that customers are likely to need. This can increase the average basket size & $ value. It can improve customer satisfaction by providing a convenient, one-stop solution.

ACTION

OK. Seasonal promotions and cross promotional displays are important for maintaining relevance, ensuring timeliness, managing inventory, creating visual variety, promoting cross-selling, enhancing customer experience, and gaining a competitive advantage. By focusing on these aspects, a pharmacy can better meet the needs of its customers, drive sales, and foster long-term success.

C) Pricing

Pricing is a vital aspect of a retail pharmacy's success, as it influences customer perception, profitability, market positioning, sales volume, price sensitivity, promotional effectiveness, and price consistency. A well-developed pricing strategy can help a pharmacy attract and retain customers, achieve sustainable growth, and maintain a competitive edge in the market.

9) Is your product pricing clear and easy to understand?(Required)

A - Our prices are always clearly displayed on the shelf or on the product packaging. Tickets are easy to read and are matched with the correct products. Our sale or promotional items are tagged differently to stand out.

B - Our prices are usually clearly displayed on the shelf or on the product packaging. Tickets are easy to read and are matched with the correct products most of the time.

C - Our pricing and ticketing needs work. Products don’t always have the correct pricing nor ticketing.

ACTION

Keep up the great work! Accurate and easy-to-read price tags prevent confusion or misunderstandings about the cost of products, which can lead to a more pleasant and efficient shopping experience. This can result in increased customer satisfaction and loyalty. When customers can quickly and easily locate the price of an item, they are less likely to require assistance from staff members. This allows staff to focus on other tasks, such as providing expert advice, addressing customer concerns, or managing inventory.

ACTION

Good work! By setting up a process to consistently check the pricing and ticketing align with the products, you will create a better shopping experience for your customers. Clearly displaying prices on the shelf or product packaging helps customers easily understand the cost of an item. This transparency can build trust and encourage customers to make informed purchasing decisions.

ACTION

To be improved. Clearly displaying prices on shelves or product packaging in a retail pharmacy is important for maintaining transparency, enhancing customer satisfaction, promoting efficient shopping, facilitating informed decision-making, and supporting sales promotions. By focusing on these aspects, a pharmacy can create a better shopping experience for customers, resulting in higher sales and long-term success. Be sure to set up a process to consistently check the pricing and tickets align with the products.

10) Are the product prices competitive with other retailers in your area? Not price matching but being price competitive – being within the ‘right price range’.(Required)

A - We regularly review our pricing to remain competitive and in line with industry standards.

B - We do review our pricing. It has not been a focus and there is not a process in place.

C - We don’t usually review our pricing unless a customer brings it to our attention.

ACTION

Great work! Market conditions, competitor pricing, and customer preferences can change over time. Regularly reviewing pricing allows a retail pharmacy to respond to these changes and ensure that its prices remain attractive and competitive. Adjusting prices in line with industry standards and market conditions can help maintain profitability. Staying competitive in pricing can positively impact customers' perception of the pharmacy. Offering reasonable prices can make customers feel they are receiving good value for their money, leading to increased customer satisfaction, loyalty, and repeat business.

ACTION

Good that you do review your pricing. It is important to have a process in place as pricing does change from time to time. A proactive approach to pricing can help a retail pharmacy attract and retain customers, achieve sustainable growth, and maintain a competitive edge in the market. Offering reasonable prices can make customers feel they are receiving good value for their money, leading to increased customer satisfaction, loyalty, and repeat business.

ACTION

Room for improvement. By regularly reviewing pricing, a pharmacy can identify opportunities for promotions or discounts to stimulate sales, attract new customers, or move slow-selling inventory. However, it is crucial to ensure that promotions do not erode profit margins or damage the pharmacy's reputation by creating a perception of constant discounting.

11) Do you have a process in place to ensure the accuracy of pricing and correcting any discrepancies including printing new price tickets?(Required)

A - Yes. Our team has a process in place to make sure our pricing is accurate and is consistent with promotional materials and our POS system. We can quickly identify any errors and correct the discrepancies.

B - Not really. We don’t have an official process in place but we try to make sure that our pricing is accurate and is consistent with promotional materials and our POS system. We try to quickly identify errors and correct any discrepancies.

C - No, we don’t have a process in place. We usually notice when customers or team members identify any errors and then we correct the discrepancies.

ACTION

Well done! Having a process in place to ensure accurate and consistent pricing is important for building customer trust and satisfaction, minimising disputes, improving operational efficiency, maintaining financial accuracy, supporting promotional effectiveness, and gaining a competitive advantage. By focusing on these aspects, a pharmacy can create a better shopping experience for customers, resulting in higher sales and long-term success.

ACTION

Nice work in trying to keep the pricing accurate and consistent. Consider putting a process in place with responsible team member/s to ensure this takes place regularly. A well-defined process for maintaining pricing accuracy and consistency allows team members to quickly identify and correct errors, reducing the time and resources spent on managing pricing issues. This leads to improved operational efficiency and allows team to focus on other tasks, such as providing customer service or managing inventory.

ACTION

Room for improvement. Accurate pricing ensures the pharmacy's financial records, including sales and revenue data, are correct. This helps management make informed decisions about inventory, pricing strategies, and overall business performance. Consistent pricing between promotional materials and the POS system ensures that promotional offers are accurately reflected in the system, enabling customers to receive the intended discounts or deals. This helps maintain the effectiveness of promotional campaigns and supports the pharmacy's sales goals. A retail pharmacy that consistently maintains accurate and reliable pricing can differentiate itself from competitors and create a reputation for transparency and fairness, leading to a competitive advantage in the marketplace.

D) Store Presentation

The front end of your business is responsible for most of your customer experience. A great layout and thoughtful presentation will result in increased sales across the board and great customer return. In turn, this will help you focus on the patients’ holistic health care outcomes and adherence to their health plan if they are in the habit of returning to your pharmacy regularly for advice.

Traffic Flow
Lighting
Layout

12) How would you rate the traffic flow in your pharmacy?(Required)

A - We have consulted experts and are constantly reviewing store traffic flow to ensure the customer experience is outstanding. We always want to make it as easy as possible for the customer to have access to the products they need.

B - We have been in our store for years and look at these things from time to time to ensure the pharmacy is clean, with no obstructions and all shelves are filled with the right products in the right order in the right area. We have everything clearly marked. We take pride in our store appearance.

C - We did a refit many years ago OR we aren't interested in a refit. Customers come in to see us and get our help.

ACTION

Congratulations to you and your team. An effective store layout directs your customers to where you want them to go, generates interest, and can potentially create additional sales that will help them. Successful store designs use layouts and floor plans that encourage customers to walk past a high volume of products, allowing them to browse to increase the likelihood of upselling. Make time every 12 months to study different store layouts and analyse the way people move through your retail space and those of other businesses.

ACTION

Congratulations, you are definitely on the right track. Keep in mind that traffic flow plays a major role in a retail store layout. Avoid the pitfall of poorly designed layouts by hiring a designer to recommend the best placement for your shelves, display tables and racks.

Some questions you can consider include:

Is there a common pattern to the way they walk through your shop?
Are there any areas that customers rarely go to?
Are there spaces that customers leave quickly?
Which areas do most customers go to?
Where are customers gazing and how much are they looking around?

ACTION

Great customer service and your professional expertise is always paramount to better health care outcomes. Keep in mind that traffic flow plays a major role in a retail store layout. Avoid the pitfall of poorly designed layouts by hiring a designer to recommend the best placement for your shelves, display tables and racks.

Some questions you can consider include:

Is there a common pattern to the way they walk through your shop?
Are there any areas that customers rarely go to?
Are there spaces that customers leave quickly?
Which areas do most customers go to?
Where are customers gazing and how much are they looking around?

13) What is the lighting quality like in your pharmacy?(Required)

A - We have a great balance when it comes to appropriate lighting and have consulted with experts to ensure our lighting focuses on the right areas, highlighting products without overwhelming the customer.

B - We have good lighting but can always be improved. We have been meaning to look at this further once we have time and have the budget for it.

C - We don’t really pay much attention to this area as we believe patients come in to see us.

ACTION

Huge congratulations for looking into this. Good lighting is paramount in a well-designed retail store layout. Ensuring your choice of lighting in the store enhances the product line. Good light draws attention to your products and enhances their appearance. It creates and invokes good moods from customers, which predisposes them to purchasing your merchandise.

ACTION

We understand that these things do need to be budgeted for and planned out carefully. Timing is paramount. Once you complete your 5-year strategy plan and 12-month priorities, commit to a time to address this area. It may not be your priority yet, but can be planned in.

Remember, good lighting is paramount in a well-designed retail store layout, drawing attention to your products and enhancing their appearance.

When you are ready you can seek a consultant for advice first or seek guidance from the Pharmacy Guild material and recommendations they have. If you are a guild member, you should have access to a lot of material and advice.

ACTION

Patients do come in to see you and your team, but good lighting is paramount in a well-designed retail store layout.

Ensure your choice of lighting in the store enhances the product line. Good light draws attention to your products and enhances their appearance. It creates and invokes good moods from customers, which predispose them to purchasing your merchandise. Do not compromise through cost-cutting and settling for poor quality lighting. This will negatively impact the customers’ experience.

You can seek a consultant for advice first or seek guidance from the pharmacy guild material and recommendations they have. If you are a guild member, you should have access to a lot of material and advice. We understand that these things do need to be budgeted for and planned out carefully. Timing is paramount. Once you complete your 5-year strategy plan and 12-month priorities, commit to a time to address this area. It may not be your priority yet, but can be planned in.

14) How well is your pharmacy laid out?(Required)

A - Our Pharmacy is laid out to best suit our customer needs and expectations. We organise plenty of space and room for our retail store layout. Our pharmacy takes into consideration the number of goods we want to display. We even had a designer come up with a design that optimises the available store space.

B - It is an area we need to keep working on but we make sure there is no clutter. Everything is clearly marked and in the right area to make it easier for customers to find. We have talked about redoing the layout but have not had time. When we find time, we will do this for sure.

C - We don’t really pay much attention to this area as we believe patients come in to see us. Customer service and our professional help is what is critical to us. Looking at this area is a huge investment of time and money which is a bit difficult to spare right now.

ACTION

Congratulations! A modern pharmacy layout needs to please the emotional needs of the customer as well their visual needs within the modern pharmacy floor plan.

ACTION

In the past 3 years, priorities have shifted and spare time has not been easy to come by. You have done well to keep your store clean and in order.

A quick tip: Make sure you organise plenty of space for your pharmacy retail store layout. A cramped-up space is a top client complaint when it comes to retail space designs.

When you do get some time, it is worthwhile getting a good designer to come up with a design that optimises the available store space.

ACTION

Customer service and your professional expertise are paramount to your success. We would strongly recommend you look into this.

Quick tip: Make sure you organise plenty of space for your pharmacy retail store layout. A cramped-up space is a top client complaint when it comes to retail space designs.

When you do get some time, it is worthwhile getting a good designer to come up with a design that optimises the available store space.

Your retail pharmacy design and pharmacy fit out play a huge part in the way customers perceive your business and as a result, this can determine your level of success.

E) Promotions

Strategic use of promotions and discounts can stimulate sales, attract new customers, and help move slow-selling or seasonal items. However, it is crucial to ensure that promotions do not erode profit margins or damage the pharmacy's reputation by creating a perception of low quality or constant discounting.

Implementing strategic and well-planned promotional campaigns can contribute to the pharmacy's growth, profitability, and long-term competitiveness.

15) Do you currently have a promotional calendar to plan and schedule promotions?(Required)

A - Yes, we have a promotional calendar to plan and schedule marketing activities. We take advantage of health consumer promotions such as Heart, Diabetes, and Breast Cancer promotions.

B - Yes, we have a promotional calendar to plan and schedule marketing activities. It is not always up to date. We usually rely on Head Office to send theirs.

C - No, we don’t use a promotional calendar. We don’t plan but promote things on an ad hoc basis.

ACTION

Great work! A promotional calendar helps a retail pharmacy plan and schedule marketing activities, ensuring a strategic and coordinated approach to promotions. This allows for better allocation of resources, such as inventory, staff, and advertising materials, leading to more effective marketing campaigns. By planning promotions in advance, pharmacies can create consistent messaging across various marketing channels, such as in-store displays, digital marketing, and print materials. This cohesive approach helps reinforce the pharmacy's brand identity and makes promotional campaigns more impactful.

ACTION

Good start! Having a promotional calendar and participating in health consumer promotions are important for planning and organising marketing efforts, creating consistent messaging, aligning with seasonal trends, engaging customers, demonstrating community involvement, fostering collaboration, and driving sales. By incorporating these strategies, a retail pharmacy can enhance its reputation, build customer loyalty, and contribute to its overall success.

ACTION

Ok. Please consider using a promotional calendar to map out promotional activities especially any that can align with Health Consumer Group promotions. Well-planned and executed promotions can help drive customer traffic, stimulate product trial, and encourage repeat purchases. By engaging customers through health consumer promotions and other marketing activities, pharmacies can increase sales and grow their customer base.

16) How are your promotions communicated to customers?(Required)

A - We use a mix of in-store, catalogue mail outs and digital promotions (incl social media, email and our website) to reach customers and let them know about our current and upcoming promotions.

B - We do have in store signage regarding promotions, we sometimes participate in sending catalogues and other mail outs.

C - We use in store promotional information including signs and displays. We don’t use catalogues or any type of digital marketing as our team promotes from within the store. .

ACTION:

Great work! Different customers have different preferences for receiving information about promotions. By using a mix of channels, a pharmacy can cater to these diverse preferences, ensuring that a wider range of customers are reached and engaged.

Customers are more likely to remember and act upon a promotion if they encounter it through multiple channels. By using in-store, catalogue, and digital promotions, a pharmacy can reinforce its marketing message and increase the likelihood of customers taking advantage of the promotion.

ACTION:

Good start! A consistent presence across multiple channels, including digital platforms, helps reinforce the pharmacy's brand identity and maintain top-of-mind awareness among customers. This can lead to increased customer loyalty, repeat business, and a strong reputation in the marketplace.

By leveraging a mix of marketing channels, a pharmacy can differentiate itself from competitors who may rely on a single channel or have a less diversified marketing strategy. This can help the pharmacy stand out and attract more customers.

ACTION:

Room for improvement. By using a mix of in-store, catalogue mail-outs, and digital promotions is important for catering to diverse customer preferences, increasing multi-channel exposure, reaching a wider audience, adapting to different promotional needs, tracking and analysing marketing performance, building brand awareness, and gaining a competitive advantage. By employing a multi-channel approach, a pharmacy can effectively communicate its promotions and drive customer engagement and sales.

17) Are your promotional materials clear, informative, and up to date?(Required)

A - Yes, our promotional materials are always clear, informative, and up to date. They are eye catching, colourful, and well placed in store. We use shelf talkers, and other visual aids to highlight products on promotion. We have specific people in charge of this area.

B - Our promotional materials are usually clear, informative and mostly up to date. We use shelf talkers, and other visual aids to highlight products on promotion. We don’t have anyone assigned to oversee this.

C - We don’t always use promotional materials. When we do, we try and make sure they are informative and up to date. We sometimes use shelf talkers, and other visual aids to highlight products on promotion. We don’t have anyone assigned to oversee this.

ACTION:

Fantastic. By prioritising these aspects in promotional materials, a pharmacy can boost the success of its marketing efforts and drive sales.

ACTION:

Good work! Clear, informative, up-to-date, eye-catching, and well-placed promotional materials are essential for enhancing the customer experience, effectively communicating promotions, attracting attention, increasing promotional impact, improving brand perception, ensuring compliance, and promoting efficiency.

Consider having a team member/s responsible for promotional materials for consistency and to share updates with the team.

ACTION:

Clear, informative, up-to-date, eye-catching, and well-placed promotional materials are essential for enhancing the customer experience, effectively communicating promotions, attracting attention, increasing promotional impact, improving brand perception, ensuring compliance, and promoting efficiency.

Customers can quickly understand the promotion and make purchasing decisions without needing additional assistance from staff, allowing staff to focus on other tasks, such as providing expert advice or managing inventory.

18) Are all of your pharmacy staff knowledgeable about current promotions and can explain details to customers?(Required)

A - Yes, all of our pharmacy staff is kept up to date with all of our promotions through weekly meetings or our communication channels. They can explain the promotional details to customers. We keep extra catalogues in store.

B - Most of our pharmacy staff is kept up to date with our promotions and can explain details to customers. We keep extra catalogues in store. Our part timers don’t always have the information so they rely on other staff members. .

C - No, not all of our pharmacy staff is kept up to date with all of our promotions. We don’t always have time to train staff and with high turnover, this can be a challenge.

ACTION:

Well done! Knowledgeable staff can provide customers with accurate information about promotions, helping them make informed purchasing decisions. This enhances the customer experience and contributes to a positive perception of the pharmacy.

ACTION:

Good start! Keeping staff informed about promotions helps them feel more engaged and involved in the pharmacy's operations. This can contribute to a sense of ownership and pride in their work, leading to higher job satisfaction and better overall performance. When all staff can confidently explain promotions to customers, they can actively promote these offers, encouraging customers to take advantage of them. This can increase the effectiveness of the promotion in driving sales and customer engagement.

Consider having a process to communicate the recent promotions to your part time & casual staff, so they feel involved and are kept up to date.

ACTION:

When team members are knowledgeable about promotions, they can identify opportunities to cross-sell or upsell related products or services, which can increase the average transaction value and boost sales.

By prioritising staff knowledge and communication, a pharmacy can create a better shopping experience for customers and maximise the success of its promotional efforts.

Consider having a process to communicate the recent promotions to your team, so they feel involved and are kept up to date. It may be as simple as a WhatsApp group or printing a copy on the staff notice board

F) Communication

Effective communication of all the above sections (inventory management, displays, pricing, store presentation and promotions) to pharmacy staff members is crucial for several reasons:

• Consistency: Clear and consistent communication ensures that all staff members understand and follow the same guidelines and best practices, resulting in a unified approach.

• Employee engagement: When employees are well-informed about the pharmacy's strategies and objectives, they are more likely to feel engaged and take ownership of their roles. This leads to increased motivation, productivity, and job satisfaction.

• Customer service: Knowledgeable staff members can provide better customer service by answering questions, offering recommendations, and addressing concerns with confidence. This leads to improved customer experiences, increased loyalty, and positive word-of-mouth referrals.

• Problem-solving: Staff members who are well-versed in the pharmacy's strategies and best practices are better equipped to identify and address potential issues or challenges, such as stock discrepancies, display issues, or pricing errors.

• Adaptability: Open communication allows staff members to stay informed about any changes in strategies or processes, enabling them to adapt quickly and maintain the pharmacy's high standards of operation.

• Staff training: Effective communication is essential for staff training and development. Regular updates and discussions about inventory management, displays, pricing, and promotions help staff members learn, grow, and excel in their roles.

• Teamwork: Sharing information and fostering open dialogue among staff members promotes a collaborative work environment, where employees can share ideas, best practices, and insights to improve the pharmacy's overall performance.

19) Is there an agreed system for internal pharmacy communication?(Required)

A - Yes, we have an agreed system – such as a comms book, a WhatsApp group, video channel, a process for information to be disseminated to staff and a process for them to sign off /acknowledge they have read/received the information.

B - Yes, we have an agreed system – such as a comms book, a video channel, or something else. However, we don’t have a process for information to be disseminated to staff and for them to check off the receipt of such.

C - No, we don’t have an agreed communication system. We write notes and leave messages for specific people. We use our team meetings to communicate with the team.

ACTION:

Fantastic! Keep this up as a standardised communication system ensures that all staff members receive the same information in a clear and consistent manner.

ACTION:

Good to have a system. This can improve overall efficiency and enable the pharmacy to operate more effectively which fosters a sense of unity and cooperation among staff members.

Be sure to implement a way of acknowledging receipt of the information, whether a like/thumbs up, initialed comms book, at team meetings, etc.

ACTION:

It’s a good start that you’re having team meetings. However, a standardised communication system allows for better tracking and documentation of messages, decisions, and actions that fall outside of your team meetings. This can help maintain accountability, ensuring that staff members understand their responsibilities and follow through on their commitments. Try starting with a communication book or a group chat.

Be sure to implement a way of acknowledging receipt of the information, whether a like/thumbs up, initialed comms book, at team meetings, etc.

20) Is there one location where the promotional calendar is kept and all staff are aware of its location?(Required)

A - Yes. We always keep necessary resources such as the promotional calendar in one location so that if the retail manager is not in, anyone else can refer to it.

B - We try to keep necessary resources such as the promotional calendar in one location. However, sometimes we have difficulty finding things in a timely manner.

C - No, we don’t really have a central location. We usually keep these type of documents in the office somewhere and only refer to them as needed.

ACTION:

Great! Having a shared location for resources such as the promotional calendar facilitates communication and collaboration among staff members. This enables them to work together more effectively, and coordinate efforts.

ACTION:

Good work. Having essential resources in a central location enables other staff members to quickly access and reference the information needed to continue running the pharmacy smoothly. This ensures that daily operations can proceed without disruption and that customers receive a consistent level of service.

Try having a clearly labelled position for essential resources to make this process easier and be sure to communicate this to all team members.

ACTION:

Having a specific or dedicated location to keep resources helps maintain consistency and accuracy in the information being used by staff members. This reduces the risk of errors or discrepancies, which can lead to customer dissatisfaction or operational inefficiencies.

Consider having a central location that everyone knows where resources are to be kept and accessed for review.

21) Does your pharmacy use planograms?(Required)

A - Yes, we have planograms from preferred suppliers that we modify to suit our needs. We regularly review this based on sales data, customer preferences and industry trends.

B - Sometimes. We get some planograms from preferred suppliers that we try to modify to suit our needs. It doesn’t always work with the space we have available.

C - No, we don’t use planograms. As they are not supplied by Head Office, we don’t bother. We find that planograms from our preferred suppliers don’t always work in our space.

ACTION:

Excellent! Planograms that are designed and adjusted based on sales data, customer preferences, and industry trends enables pharmacies to make informed decisions about product placement and inventory management, maximising sales potential and keeping the store relevant in a constantly changing retail landscape.

ACTION:

Nice work. Planograms help optimise shelf space by determining the most efficient arrangement of products, considering factors such as product size, sales performance, and customer preferences. This can contribute to a more effective use of retail space and potentially increase sales.

ACTION:

Reconsider the use of planograms. Implementing planograms ensures that product placement and presentation are consistent across the store. This helps create a unified and professional appearance, enhancing the overall shopping experience for customers.

Planograms can be designed and adjusted based on sales data, customer preferences, and industry trends. This enables pharmacies to make informed decisions about product placement and inventory management, maximising sales potential and keeping the store relevant in a constantly changing retail landscape.

22) Do you regularly train employees on merchandising principles, new products, and customer service skills?(Required)

A - Yes, employee training is a priority. We regularly train on all aspects of our pharmacy. We know that a knowledgeable and proactive staff can significantly improve the customer experience and drive sales.

B - Most of the time. Employee training is a priority and we try to conduct regular trainings on all aspects of our pharmacy. Unfortunately, not everyone is always available for training so some staff miss out.

C - No, although we know that employee training is a priority. It is just too difficult to arrange for our team. Training is on an ad hoc basis.

ACTION:

Great work! The retail environment, including product offerings and customer preferences, is constantly changing.

Regular training helps employees stay up to date with industry trends and adapt to new developments, keeping the pharmacy relevant and competitive whilst enabling the team to provide accurate information and guidance to customers, enhancing the overall shopping experience.

ACTION:

Good start. There are some opportunities.

Try to organise trainings over multiple times to make sure the entire staff can attend. If they are unable to make any session, try recording the training and get them to watch at a time that is convenient for them.

By providing consistent training, pharmacies can ensure that all employees adhere to the same standards and practices, creating a unified and professional appearance in the store.

ACTION:

Area for improvement! Regular training can help employees feel more engaged and valued, as it demonstrates the pharmacy's commitment to their professional development. This can lead to higher job satisfaction, increased motivation, and better overall performance.

On-going training develops staff knowledge and expertise. The team are then better informed, resulting in improved product information, customer satisfaction, increased loyalty, and a positive reputation for the pharmacy.

23) Do you make data driven decision for your merchandising and is this communicated to staff?(Required)

A - Yes, we analyse sales data, customer feedback, and industry trends to make informed decisions about product range, placement, pricing and promotions. All of our staff are aware of our highly profitable lines and we communicate our focus products.

B - Sometimes. We try to analyse sales data, customer feedback, and industry trends to make informed decisions about our merchandising. Some of our staff are aware of our highly profitable lines.

C - Unfortunately getting the time to analyse sales data, customer feedback, and industry trends is very rare. I’m pretty sure most of our staff aren’t aware of our most profitable lines.

ACTION:

Great work! Having a process in place to allow you to analyse the data in pharmacy is an advantage. Data-driven decision-making can help pharmacies allocate resources more effectively, ensuring that inventory, marketing efforts, and staff focus are directed towards the most profitable and customer-centric products and strategies.

ACTION:

Good work! Understanding customer preferences and needs, as reflected in sales data and feedback, allows pharmacies to tailor their product range, pricing, and promotions to better serve their customers. This can lead to increased satisfaction and loyalty, ultimately benefiting the pharmacy's reputation and long-term success.

Ensuring ALL team members are aware of your highly profitable lines enables staff to prioritise their sales efforts and focus on promoting items with higher margins, maximising the store’s profitability.

Consider having some focus products each month for the team to promote.

ACTION:

It’s time to make a commitment to regularly analyse the data. Analysing sales data, customer feedback, and industry trends allows pharmacies to measure the effectiveness of their merchandising strategies and make necessary adjustments. This ongoing evaluation and improvement process can contribute to sustained growth and success of the pharmacy.

Ensuring ALL team members are aware of your highly profitable lines enables staff to prioritise their sales efforts and focus on promoting items with higher margins, maximising the store’s profitability.

Consider having some focus products each month for the team to promote.

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Dreem Pharmacy Merchandising Self Audit Questionnaire

A) Inventory Management

B) Display

C) Pricing

D) Store Presentation

E) Promotions

F) Communication