Sample script: Talk to veterinary clients about online pharmacies and home delivery

Use this script to talk to veterinary clients about the advantages of ditching online pharmacies.
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Sep 01, 2013
By dvm360.com staff

Clients may turn to Internet pharmacies because they think it's more convenient or believe they'll save money. You've probably known the frustration of receiving the prescription request sent from an online pharmacy. When this happens, Kyle Palmer, CVT, a Firstline Editorial Advisory Board member and practice manager at Silver Creek Animal Clinic in Silverton, Ore., follows this two-step protocol:

Step 1: Compare the online price with the price at the practice. Palmer also checks all other online options.


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Step 2: Follow up with the client. "If we're cheaper, which we often are, that's a fairly quick and easy phone call," Palmer says.

YOU: "Mrs. Jones, we are happy to provide you with a script that you may use at your preferred retailer. I just wanted to let you know we also offer home delivery, and our prices are competitive with online retailers. If you like, I can mail the preventive or prescription and arrange to have more mailed to you on your preferred schedule. Is this something you'd be interested in?"

If you aren't cheaper, but you could be with some adjustment of your price, also follow up with clients. You might say:

YOU: "Mrs. Smith, I'm also frustrated that this medication is available to you online at a lower price than I've been able to offer. Because of that, I've negotiated a way to get a better price for you and keep our practice competitive."

Depending on the client, Palmer says you may discuss additional benefits of buying from your practice:

> A 100 percent guarantee from the manufacturer of the product when purchased from your practice.

> A medical guarantee when purchased from your practice.