This document discusses the importance of collecting and utilizing customer feedback. It defines feedback as the effect or output of an action modifying the next action. Customer feedback is vital for businesses to improve and gain loyalty. It provides honest opinions from important critics to better understand customer needs. Collecting both quantitative and qualitative feedback can help businesses customize their products, services, and sales approaches. The document provides tips for collecting feedback through various sources and giving feedback in a positive, solution-oriented manner.

1. Mahmoud Attya Ibrahiem
Asm delta
Macro group

3. 1.Definition of feedback
2.Importance of feedback
3.Source of feedback
4.How to collect pharmacy feedback
5.How to benefit from feedback
6.Giving feedback

4. it is a process in which the effect or
output of an action is 'returned (fed-
back) to modify the next action

5. pharmacist
doctor
company
produce
feedback
patient

9. Customer feedback is vital to making a
business work. Your customers are the heart
of your operation.
without them, it would be impossible to
have any of the success that you do.
Customer feedback can be an excellent way
to keep your business going in a positive
direction.

10. Customer feedback is a vital way to get
honest opinions on your services or
products from people who are familiar with
them.
These opinions can make it easier to get
into the minds of the most important
critics.

11. When customers feel that a business truly
cares about them and what they think,
they may be more likely to be loyal
customers.
When a business makes changes according
to feedback, it shows that they truly listen
and respect those opinions.

12. Some businesses pay thousands of dollars
for someone to come in and tell them what
improvements need to be made to the
business to get more customers.
Customer feedback is essentially
inexpensive business advice directly from
the source.

13. When a business is willing to receive
feedback and listen to it, word spreads
and more customers may be willing to give
you a shot based on your commitment to
excellent customer service.

14. Determine prescription habit ,average
cost of the prescription ,prefer
monotherapy or combination ,stick to
few brands only or use many alternative
Determine doctor preference (brand
oriented or generic oriented)
Thus you can discover the need of your
customer

15. 1.Pharmacy
2.Distributors
3.Assistant
4.Other sales people
5.Doctors
6.Your observation
7.Survey
8.Questionnaire

17. •Introduce yourself and your company
•Choose the time
•Target the right person
the key person in the pharmacy may be :
director
pharmacist in the main shift
assistant
•Relationship with the key person is the key
for successful feedback

18. • Customize your language according to the
audient it must be simple , short , it may be
completely in Arabic, mainly if you are taking
to an assistant
• the pharmacist is also a customer for you so
you must show interest for him and try to
satisfy his need

19. To take an accurate feedback it must be :
1- Quantitative feedback
- How many prescription /day/week/month
- Rank in comparison with other competitors
- to collect data about other competitors
enumerate the other competitors for the
pharmacist with the trade names

20. 2- Qualitative feedback
- Which concentration is preferred
- Your drug is used alone
or in combination
- In which indication it is mainly
prescribed
- Dose of the drug

21. Determine the position of doctors on
the buying ladder
Aware Consider Trial Regular
Drug of
choice

22. Setting objective for the call (SMART)
Customize call according to each doctor and
the feedback (main competitor ,
prescription habit ,etc. ….)

23. When you are giving feedback you must
take into account some point:
-Be honest and do not exaggerate or
underestimate any feedback
-Be positive do not let a negative feedback
demotivate you but always search for
opportunities and solutions and consider it
as a challenge

24. -Categorize and summarize do not be boring
telling every thing is not a feedback
-Be clear about what you want to say before
you say it
-Share your feedback in a concise and
specific manner, then you can embellish
- Avoid generalizations.