Making the most of Pharmacy Pet Healthcare

Pharmacy Pet Healthcare Training Programme

A fresh approach to Pet Medicines

Making the most of pharmacy pet healthcare

Tried and trusted flea and tick protection

• How to have confident conversations with customers about pet medicines.• Learn to create a highly visual and interesting pet healthcare category.• How to maximise the opportunities available in pet health care.• How to make effective recommendations for FRONTLINE Spot On.• Win an iPad mini!

In this interactive module:

2013

EDITI

ON


Welcome to module 2 that looks at making the most of pet healthcare in pharmacy. You spend much of your time helping your customers to stay healthy, or treating their illnesses, but what about their pets? Pet medicines can be an undervalued addition to the pharmacy offering, so why and how do we maximise it? With over half of UK households now owning more than one pet1 that is a large proportion of your customers who

could benefit from easy access to pet medicines in your pharmacy and your expertise in key pet healthcare areas. There are another two in the series:

• Module 1 – Managing fleas and ticks

• Module 3 – Expertise in flea and tick control

If you haven’t seen them and would like a copy, either visit our website at www.pharmacypethealth.co.uk or call our training helpline on 01284 718924.


A fresh approach to Pet Medicines Managing fleas and ticks


• How to have confident conversations with customers about fleas and ticks.• How to discuss the management of fleas and ticks in cats and dogs.• Understand how FRONTLINE Spot On works and how it should be used.• Learn to give additional advice on managing and preventing flea infestations.


2013

EDITI

ON

WIN an iPad mini!Accompanying this module are some ‘test your knowledge’ assessment cards.

All successful entries will be sent a certificate of achievement and entered into the draw to win a fantastic new iPad mini – there are THREE to be won.

For more assessment cards plus terms and conditions see our training website at www.pharmacypethealth.co.uk.

www.pharmacypethealth.co.uk Training helpline: 01284 718924

FRONTLINE Spot On kills fleas and

ticks on contact with the skin; it isn’t

carried in the pets’ bloodstream.

ActivityDo you feel confident in discussing fleas and ticks with your customers? Can you explain how pets get fleas and recommend the best treatment? Refer to the other module ‘Managing fleas and ticks’ to refresh your knowledge.

Pet healthcare presents a great opportunity for pharmacy: it’s convenient and accessible and pet owners can get expert advice from healthcare professionals and purchase appropriate treatments. You provide advice for your customers’ health needs, so why not for their pets?

Pharmacy can support the treatment and management of parasitic infections. • Ectoparasites live on the animal

e.g. fleas and ticks.• Endoparasites live in the animal

e.g. roundworms and tapeworms in the gut.

It’s an important public health issue: animals can carry parasites that affect humans, so by helping to keep our customers’ pets healthy we help protect human health too.

• Failing to deworm pets regularly is a risk to pet owners as humans can be an accidental or intermediate host for many worms, including Echinococcus spp.

• Not treating for fleas can lead to the home becoming infested and humans and pets being bitten.

• Ticks can carry Lyme disease, which affects both humans and animals.

The opportunity

NFA-VPS medicines (e.g. FRONTLINE Spot On) – these may be supplied by vets, pharmacists and suitably qualified persons. They do not require a clinical assessment or a prescription, but require the pharmacist to oversee the sale, products are not kept on open display – like the P medicine category for human medicines.

AVM-GSL medicines – these may be sold by any retailer with appropriate storage and handling requirements.

Did you know

NEWPharmacy Pet Healthcare Training Programme


Expertise in flea and tick control


• Understand the flea life cycle.• How to manage customer expectations.• Tips for effective flea treatment.• Why tick numbers are on the increase.• Win a trip to Barcelona!


WIN! a trip to

Barcelonawith this module

MEC1573

So what products should we consider for the pet health category?

• Flea and tick management products, such as FRONTLINE Spot On.

• Products for roundworms and tapeworms.

• Products to control flea infestations in the home.

To help your customers find the products and drive awareness that you stock pet healthcare products, some visibility in the pharmacy is needed, for example:

• information leaflets

• window stickers

• posters

• display cards

• counter mat.

To build customer loyalty through the service you deliver, you need to be prepared to do more than just sell the products.

• Create a pet health category with flea and tick management, worming and similar products together.

• Position products on shelf behind the counter, visible enough to raise awareness of the category.

• Make use of shelf trays to support the products and make them easy to see.

• Include leaflets and navigation aids on the shelf.

The challenge

www.pharmacypethealth.co.uk Training helpline: 01284 718924

FRONTLINE is the world’s best selling animal health brand and 80% of pet owners know FRONTLINE

by name2.

Did you know

NFA-VPS pet medicines are not available for self-select but you can create an eye-catching pet healthcare category with:

• clip strips in store using product cards

• customer leaflets in the prescriptions collection area

• acrylic display units

• posters or display cards inviting customers to ask for information.

Request new 2013 point-of-sale material by calling 0870 6000 123.

The challenge is to help our customers see pharmacy as a place to go for their routine pet parasite treatments, so we need to make it obvious that it’s something that we offer.

ActivityFind out from your wholesalers what pet medicines are available and then decide which of these should be stocked in your pharmacy. Agree where would be the best places to display them – remember the packs should be behind the counter, so consider how to make the pet section visible.

Behind the counter

Away from the counter

Good customer service is about good communication, so be prepared to ask questions and listen to the answers. For example, if you find out that a customer has a cat, you could ask:

• How long have they had it?

• Where do they currently buy their pet medicines – if they buy any?

• Is the cat wormed and treated for fleas routinely – how often?

• Are they aware that you stock these types of products as part of your pet healthcare service?

• Is this something they would be interested in now, or in the future?

Consider the information you need to make a recommendation for a product to prevent flea infestation, think about the WWHAM questions we use for pharmacy medicines – we can use something similar for pet medicines too, such as:

And always ask if any other products are required, such as environmental sprays or worming tablets. As pets should be treated for fleas, ticks and worms on a routine basis, it’s worth making the customer aware of this. Most pet owners are happy to invest in their pet’s health and with good customer service, will hopefully return on a regular basis to your pharmacy for their pet health products.

And last but not least...…Module 3 is now available! ‘Expertise in flea and tick control’ will take your knowledge to an expert level and you could win one of three trips to Barcelona. To request module 3 call 01284 718924 or visit www.pharmacypethealth.co.uk.

The pet health conversation

What type of animal is being treated?

Weight of each animal?

Health of each animal?

Age of each animal?

More advice required?

hugyourpet.co.ukhugyourpet.co.ukPOWERED BY

FRONTLINE Spot On – supporting pet health in pharmacy

You can view online versions of all

three modules plus complete the interactive assessments. Just visit

www.pharmacypethealth.co.uk

Did you knowActivityConsider the following situation: a customer asks you where he can find the products to get rid of fleas and ticks for his dog.

How would you deal with his request in such a way that you provide good customer service? Write down your thoughts. What materials would help?

BRAND NEW tv campaign creative for 2013.

A fun and engaging consumer website with lots of information on fleas, ticks and pet health.

FRONTLINE® Spot On contains fipronil NFA-VPS .®Registered Trademark. For further information contact Merial Animal Health Ltd, CM19 5TG, UK. ©Merial Ltd 2013. All rights reserved.Use medicines responsibly.1. Mintel, March 2011 2. U&A 2012 Ipsos Health.Tried and trusted flea and tick protection

MEC1569

NEW for

2013!

NEWPharmacy Pet Healthcare Training Programme


Expertise in flea and tick control


• Understand the flea life cycle.• How to manage customer expectations.• Tips for effective flea treatment.• Why tick numbers are on the increase.• Win a trip to Barcelona!


WIN! a trip to

Barcelonawith this module

MEC1573

Full range of 2013 POS material available. Call 0870 6000 123.

Documents

Making the most of Pharmacy Pet Healthcare