Exceptional Care Pharmacy
Long-Term Care
Personal Selling 371
Emily Bunka & Rita George
February 2, 2011
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Table of Contents:
Letter of Introduction………………………………………………………………….…………………………3
Our History………………………………………………………………………………………..………………….4
Mission Statement……………………………………………………………….…………………………………5
Description of Our Company and Industry…..…………………………………………………………6
Quick Fact Sheet…………………………………………………………………………………………….…….7
Competitor Profiles………………………………………….……………………………………………..……8
Market Offer Profile…………………………………………………………………..………………………….9
Features and Benefits……………………………………………………………………………………………11
Typical Prospect………………………………………………………………………………………………..…12
A. Reasons for Buying……………………………………………………………………..……12
B. Our Business Cards……………………………………………………………………..……13
Presale Plan…………………………………………………………………………………………………………14
A. Prospect Analysis……………………………………………………………………………..15
B. Social Style Matrix………………………………………………………………………..….16
C. Sales Presentation Outline…………………………………………………………………17
D. Questions to determine prospect need………………………………………….……20
E. Major appeals…………………………………………………………………………….…….20
Sales Demonstration ……………………………………………………………………………………………21
A. Sales Presentation Selling Aids……………………..………………………….….……21
B. PowerPoint Presentation…………………………………………………………..………21
C. Client Testimonials……………………………………………………………….….………22
Handling Sales Resistance…….………………………………………………………………………………23
A. Anticipated Sales Resistance…………………………………………………….……….23
B. Negotiating or Visual Support Tools………………………………………….….……24
Closing the Sale……………………………………………………………………………………………………25
A. Closing Clues……………………………………………………………………………………25
B. Closing Methods……………………………………………………………………………….25
Servicing the Sale…………………………………………………………………………………………………26
A. Additional items to suggest to customer……………………………………….…….26
B. How you will assist customer delivery……………………………………..…………26
C. Post-sale courtesy……………………………………………………………………….……26
Long Term Partnering Plan………………………..………...…………………………..………………….26
Territory Management Plan…………………………………………..………………………………………26
Glossary………………………………………………………………………………………………………………27
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Welcome to Exceptional Care Pharmacy,
Thank you for selecting Exceptional Care Pharmacy as your new place of employment. It
is our hope that your employment at ECP is a rewarding experience for you, as well as
our customers and co-workers.
This handbook is intended to provide you with the guidance necessary to make your
transition in Exceptional Care Pharmacy a smooth one. Please feel comfortable to ask
any questions you may have regarding the policies outlined in this handbook or
anything else related to your employment at ECP. Your department manager should be
able to answer any questions you may have but know that our door is always open if the
need should arise for you to speak with one of us directly.
Please concentrate on our mission statement when representing ECP. The staff at ECP is
what will set us apart from our competitors. Your input is always welcome in helping
Exceptional Care Pharmacy continue to excel and improve in the Long-Term Care
Pharmacy Industry.
Sincerely,
Rita George & Emily Bunka
Co-Founders
3
Our History
In 2009, my business partner, Rita George and I (Emily Bunka), discovered a need in
the heart of Cleveland. There was a need for a dependable long-term care pharmacy to
service the growing number of nursing homes and assisted living centers. We
differentiate ourselves by providing top-quality service and hiring only the best staff
members. We do not end our work day until our clients are fully satisfied. Every day we
deliver to nursing home and assisted living centers. Customer Service is available from
8am to 9pm daily and pharmacists are on-call at all times. So contact between us and
our clients is constant. We aim to exceed your expectations, and have all the resources
necessary to meet patient needs.
Exceptional Care Pharmacy
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Mission Statement
It is the mission of Exceptional Care Pharmacy to provide our customers with
exceptional quality care and services at affordable prices.
We will be recognized as a company whose corporate culture represents quality,
innovation, consistency and pride in all that we do.
We focus our resources on creating a cohesive team which provides the most innovative
prescription cost management programs and the highest degree of quality customer
service possible.
We accomplish our mission through a well-trained, professional quality-conscious and
highly effective staff that is responsive to business opportunities and the needs of our
customers.
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Pre-Approach Information:
Company Summary:
Exceptional Care Pharmacy is a non-traditional drugstore because they are a Long Term
Care Pharmacy. In addition to the tasks of traditional drugstores, LTC pharmacies must
maintain relations with nursing homes and assisted living centers. Majority of LTC
income is generated via daily deliveries to patient homes. Like other pharmacies, ECP
operates on high volume sales and low margins. At this time Exceptional Care
Pharmacy is a privately held company that services over 50 homes from one central
Cleveland, OH office.
Industry Summary
Exceptional Care Pharmacy is categorized into the Drugstore Industry. This
Industry generates around $220 billion in revenue every year for the U.S. There is an
enormous demand for pharmaceuticals today because of an aging society (of babyboomers). There is also lots of need because of how rapidly the US’s medications and
medical procedures are advancing. Large companies have market share because of
economies-of-scale, however, smaller companies offer service as value. Drugstores
typically purchase meds from manufacturers, making them the immediate buyer. The
ultimate buyers are the patients themselves. Technology has been contributing to
advancement in drugstores, but they are run by pharmacists and licensed interns.
Technology recently implementations include electronic prescriptions and electronic
databases of customer records and all drug interactions. Also in drugstores and Long
Term Care Pharmacies are pill-count machines and websites assisting in automatic
refills. Main streams of revenue come from 3rd –party providers such as insurance
providers or governmental programs. As convenience to customers, many drugstores
now have drive through pick-up and drop-offs. Also value-adds used by this industry
are customer loyalty cards.
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Quick Facts Sheet on Exceptional Care Pharmacy
Co-Founders: Rita George and Emily Bunka
Office Location: Exceptional Care Pharmacy
122 Roberts Ave.
Cleveland OH, 44101
Customer Service: Available 8am-9pm daily
P-419-234-0876
E-mail-cservice@ecp.com
Service Area: All of Ohio
Number of Beds Serviced: 10,343
Annual Sales year 2010- $7.8 million
Drug Manufacturer: Cardinal Health
Delivery Schedule: Daily
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Main Competitors
Company Name: Omnicare
Address: 1600 River Center II, 100 East River Center Blvd. Covington, KY 41011
President: John Figueroa
2009 Sales: $6.17B
Employees: 15,200
Founded: 1981
Website: http://www.omnicare.com/
Company Name: Absolute Pharmacy, Inc.
Address: 7235 Whipple Ave
North Canton, OH 44720-7137
President: Jodi Hull
Annual Sales: $810K
Employees: 7
Founded: 2007
Website: www.abshealth.com
Company Name: Remedi Senior Care
Address: 8264 West State Route 41
Covington, OH, 45318
President: Michael Bronfein
Employees: 500
Founded: 2001
Website: http://remedirx.com/
Company Name: PharMerica
Address: 1901 Campus Place
Louisville, KY 40299
President: Gregory Weishar
2009 Sales: $1.48B
Employees: 6,900
Founded: 2007
Website: http://pharmerica.com/home
Company Name: Cornerstone Pharmacy
Address: 34099 Melinz Pkwy
Eastlake, OH 44095
Employees: 70
Website: http://www.cornerstone-rx.com/
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Market Offer Profile
Marketing Mix
Service:
Exceptional Care Pharmacy is a non-traditional drugstore because they are a Long Term
Care Pharmacy. In addition to the tasks of traditional drugstores, LTC pharmacies must
maintain relations with nursing homes and assisted living centers. Majority of LTC
income is generated via daily deliveries to patient homes. Like other pharmacies, ECP
operates on high volume sales and low margins. At this time Exceptional Care
Pharmacy is a privately held company that services over 50 homes from one central
Cleveland, OH office.
Competitive Advantage:
 Daily Deliveries
 Automatic Refills
 Medication Cards
 Customer Service
 CRM System
 Monthly Audits
 Employees Training
Price:
Medi-span sets the AWP for all drugs and this is how we determine the price of our
drugs. Each class of drugs requires a different formula to calculate price. Here at
Exceptional Care Pharmacy, for generic drugs, we minus 30% then at a dispensing fee of
$6. For brand name drugs, we subtract 10% and also add a $6 dispensing fee. Pricing
will also be determined by the billing pay type. Each home will make a second meeting
with us and we will then set up the unique formulary.
Promotion:
 Sales calls
 Word of mouth
 Referrals
 Trade Shows
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
Awards- “Best Ohio Start-Up Business 2010” and “Ohio’s Top Best Places to
Work 2010”
Placement:
Exceptional Care Pharmacy is located in Cleveland, Ohio. As of today, we don’t service
any long term care facilities outside of a two hour radius; though we aren’t against going
farther. At our site, we service almost 10,000 beds and Ohio itself has over
65,000 beds. So we have a good number, but a lot more out there to grab for market
share. We do have room to grow at of Cleveland site and our plans are to expand to
Columbus, Ohio. Our goal is to service the majority of beds in Ohio.
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Features and Benefits
Below is a list of features and their benefit to both initial buyers and ultimate buyers in
the long-term care industry.
Initial Buyer: nursing homes and assisted living
Feature
Reasonable costs
Convenient/Customized
Formulary
Strong Relationship
between nursing home and
LTC pharmacy
Dependability
Flexible Service to meet
needs
Medication Monitoring
Benefit
Attracts patients to facility
Wide range of medication for all
aliments
Familiar faces for patients and long
term commitment between the two
companies
Reliable customer service and quick
response time
Anytime delivery for emergency
needs
Pharmacists ensure accuracy so
nurses feel confident dispensing
medication
Ultimate Buyer: patients living in nursing home
Feature
Reputable Company
Daily Deliveries
Medication Management
Patience
Easy Adjustment
Convenient and Affordable
Benefit
Patient feels safer knowing who
dispenses and manufactures the
medication
Timely deliveries guarantee that
medication is consistently dispensed
Pharmacists help ensure precision
so every medication is dispensed
with a 99.9% accuracy rating.
Experienced with long term care
patients so we understand their
needs.
Transfer all insurance and medical
records from old provider for a
smooth transition
Billing specialists are responsible
for all billing needs and making sure
each patient receives medication at
an affordable price.
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Typical Prospects for Exceptional Pharmacy:
Long Term Care Facilities and Assisted Living Facilities with between 50 and 300 beds.
They also need to be within a two hour radius of our Cleveland office. Management of
these homes should uphold the same values of service and patient care that Exceptional
Care Pharmacy hold. We at ECP are searching for mutually beneficial relationships that
product a long term bond. We offer timely deliveries and around the clock customer
service in exchange for a positive working environment.
Reasons for Buying
Abraham Maslow’s Hierarchy of Needs:
1.)
Physiological Needs: Exceptional Care Pharmacy provides drugs daily.
Our patients need medications to survive daily life. Many nursing home and
assisted living centers report patients taking 12-14 pills daily. Whether these pills
help cope with pain, or keep patients alive, they are an important part of their
daily routine, almost as important as food and water. Age contributes to
increased likelihood of daily medical treatment.
2.) Safety and Security: Exceptional Care Pharmacy provides security through
24/7 assistance.
We offer monthly medication monitoring by MedAdvice consultant pharmacists
for the safety and security of our patients. Our goal at ECP is to ensure accuracy
in our deliveries. We also offer around the clock support for nursing home and
assisted living patients. We know pain, injury, or even questions can happen at
any time and we are prepared to help.
3.) Social Needs: Exceptional Care Pharmacy provides
We value customer service, and are happy to be the friendly face around your
nursing home. By becoming like family, patients will recognize our nurses and
pharmacists faces. Our elderly target market does not like change; we will be the
consistent treatment they need. By hiring a small business, you will get
individualized attention and care.
4.) 4. Ego Needs: Exceptional Care Pharmacy provides easy pill instructions.
Our medications are equipped with easy-to-read labels and pills are distributed in
push packs. Patients will feel good about themselves when they can read the
medications themselves. If they forget whether or not they have taken their
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medications, they just have to look at the days on the push pack. This eliminates
much confusion, and makes for a happier patient.
5.) 5. Self Actualization: Exceptional Care Pharmacy provides comfort.
Medication Management is our main goal. We want your patients to feel their
absolute best at all times.
Business Cards
Exceptional
Care Pharmacy
Exceptional
Care Pharmacy
Emily Bunka
Co Partner of ECP
P- 419-777-0678
emilybunka@ecp.com
Rita George
Co Partner of ECP
P-419-777-0563
ritageorge@ecp.com
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Presale Plan:
Prospect Analysis:
Exceptional Pharmaceutical Demographic Research
Pulled from Source: Transgenerational Design Matters, a private educational,
research, and advocacy organization.
Characteristics of the Aged Population
The world's older population is an extremely diverse heterogeneous group of aging
adults that, apart from advanced chronological age, defies characterization.
Human Aging—A Recent Phenomenon
NEVER BEFORE IN HUMAN HISTORY has our planet contained so many older
people— or such a large percentage of them. This has not always been the case. As late
as 1930, America's older population numbered less than 7 million (only 5.4% of the
population).
Today, one out of every 9 Americans is "old"—another former youth turns 50 every 8
seconds. Those age 65 and older now exceed 35 million, a number poised to explode.
January 2011 ushered in the first of approximately 77 million Baby Boomers, born from
1946 through 1964 and are surging toward the gates of retirement.
Each year more than 3.5 million Boomers turn 55. Their swelling numbers predict that,
by 2012, America's 50 and older population will reach 100 million. This dramatic
growth in numbers and proportions, increased life expectancies, and energetic life
styles, now enables us to live 20 to 25% of our lives in active retirement.
Moreover, today's physically and intellectually active younger generations predict that
tomorrow's elderly population will be better educated, healthier, culturally literate and,
as individuals, more discerning consumers.
The Elderly Sub-populations
The dramatic changes in the number of consumers reaching 65, coupled with an
increased life expectancy, have expanded the elderly sub-population classifications
beyond the age of 65 to include the "young old," the "old," and the "old-old" groups.
The "Young Old" 65-74. The first wave of aging Baby Boomers will reach full
retirement age in 2011. For the next 20 years, 74 million Boomers will retire. This means
that 10,000 new retirees will be added to the Social Security and Medicare rolls each
day.
The "Old" 74-84. During the next decade, increased life expectancy will strengthen
the wave of aging Boomers and steadily increase their total number contained within the
elderly sub-population.
The "Oldest-Old" 85+. The fastest-growing segment of the total population is the
oldest old—those 80 and over. Their growth rate is twice that of those 65 and over and
almost 4-times that for the total population. In the United States, this group now
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represents 10% of the older population and will more than triple from 5.7 million in
2010 to over 19 million by 2050.
Elderly Boomers Will be Different
Unlike their parent's generation, Boomers will be a market with very different
characteristics...They exercise twice as much as previous generations. No bocce ball or
badminton for them. They'll continue to bike, kike, swim, sail, and ski—play softball and
basketball. No rocking chairs or vegetating in the desert sun. They'll move to places
where they now bike, hike, fish, and ski—to the mountains, beaches, islands, college
towns— where the physical and intellectual action is. A survey by Del Web showed that
half of them expect to work at least part-time once they retire. And they'll want offices in
their homes—with high-speed internet connections for those two or more computers,
which 40 percent of them already own. As LeRoy Hanneman, president and CEO of Del
Web says.
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Social Style Matrix:
Will assist in handling a variety of personalities during sales calls.
Analytical-Persistent, Serious, Exacting,
Picky, wants facts and figures
Amiable-Conforming, unsure, respectful,
slow decision makers, need for close
relationship with sales
Driver-Strong-willed, Independent,
Practical, Verbal. This group is result
oriented
Expressive-People oriented, talkative,
enjoy taking risks, move quickly through
sale process
What you will do and what you will say when confronted by any of these four buyers:
Tips for handling Analytical Buyers:
 Feature this group will consider most is the ECP pricing strategy. This group
wants the facts without the fluff. Doesn't waste this group’s time with
informalities.
Tips for handling Amiable Buyers:
 Feature this group will consider most is the ECP standards for relationships
between ECP and nursing homes/assisted living centers. Spend more time on
the initial greeting and small talk, this social group wants to trust you first then
listen. Emphasize 24-hour help line and how small businesses have more
individualized care.
Tips for handling Driver Buyers:
 Feature this group will consider most is the ECP productivity. Emphasize the
tools ECP uses to be productive such as paperless CRM systems and daily
delivery itinerary. Also explain the emergency prescription program (in which
emergency medications are stored on-site and refilled daily.)
Tips for handling Expressive Buyers:
 Feature this group will consider most are the awards won by ECP. This group
likes to be ahead of the curve when it comes to trends, they are spontaneous and
fast-acting. By proving ourselves reputable they will not be able to pass us up!
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Sales Presentation Outline
I.
Greeting: Handshake and Introductions
a.) “I am Emily Bunka” and “I am Rita George” we are co-founders of
exceptional care pharmacy. Our business began 3 years ago and has since
won two awards we are very proud of. The first is the best us and coming
business in Ohio and the second is that we were awarded the top 100 places
to work in Ohio currently we work with Amherst Manor, Renaissance, and
Villa St. Joseph.
b.) Thank you for meeting us today- Repeat their names
c.) Small Talk/ Compliments
d.) We have heard you are unhappy with your current provider and would like
to hear how we can help address your concerns.
II. List agenda, use selling aid: PowerPoint Agenda
a) First, We will tell you about us
b) Next, We Would Like to Learn about You
c) Then, Value in our Customer Service
d) Followed by Pricing Information
e) Product demonstration
f) Questions??
g) Long Term Partnering Plan & Your next step with us
III.
About Us-Our Company:
a) Well, we at Exceptional Care Pharmacy began because of clients with
similar situations to yours. There was a void in quality customer service,
which is the core value our business was built upon 3 years ago. Our
branch in Cleveland services all of Ohio with daily deliveries to around
10,000 beds. Fewer patients’ means more individualized care. All of our
drugs are manufactured at Cardinal Health and quality is assured by
monthly audits at each nursing home and assisted living home we service.
IV.
About Youa) We would love to know a little bit about what it is you do, and what you
would like us to do for you.
b) Questions… (????)
V.
Company Overview:
a) As promised we will start by telling you a little about who Exceptional
Care Pharmacy is and what we do. Our business really started because of
clients with similar concerns to yours. Rita and I felt there was a void in
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quality customer service for long term care pharmacies. So customer
service is our first priority. Our branch currently service is all of Ohio with
daily medication deliveries to over 10,000 beds. Fewer patients’ means
more individualized care. We make sure our presence is known by our
long term facility staff and their patients. All of our drugs are
manufactured by Cardinal Health, and quality is assured by monthly
audits at each home and each assisted living center. We manage a small
enough amount of homes to be able to offer individualized care and a
lifelong business partnership.
VI.
Emily: Rita and I will be discussing the features and benefits our pharmacy has
to offer. The topics I will be covering are Customer Service, Paperless system
management, Monthly Audits and Employee Training:
a) Customer Service- Our customer service reps are available daily from 8am to
9pm. Pharmacists are on call 24-hours a day. Our goal is to solve your
problems as they occur, and not a week later.
b) CRM System- Exceptional Care Pharmacy is a 100% paperless company when it
comes to record keeping. All processes are done online which helps increase
our accountability as an organization. Using the Onbase Hyland Software
system, we

1-Order Entry

2-Medical Records

3 –Billing

4-Customer Service
c.) Monthly Audits- all of our clients will experience monthly audits to ensure
sustainability across the company. We at ECP strive for accuracy each day.
a.) Employee Training- If you were to switch to our services, you would enter a
transition period. We believe the first month after the switch is the most
important to solidify the relationship between your facilities and ours.
Exceptional Care Pharmacy offers a complimentary 3 week training course for
both patients and nurses. We want you to feel comfortable with the changes
made, and grow accustomed to the new system as quickly as possible.
Do you have any questions before Rita discusses pricing and
prescriptions?
b.)
c.)
d.)
e.)
Pricing/Customized formulary
Daily Deliveries
Automatic refills
Medication cards (demonstration)
Do you have any questions about products or pricing?
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VII.
VIII.
Pass out information
a) Our delivery schedule, client testimonials and contact information
(business cards).
Closing- By this time you should be able to know which category your buyer fits.
Choose and act accordingly:
If amiable: Please feel free to contact us with any other questions, would you
like to schedule a follow up meeting to delve further into details of this
partnership? We could do it in a more informal setting, say over coffee or lunch.
(Stress Relationship)
If analytical: Ask if they would like to schedule a meeting with CFO to discuss
pricing further (this group wants the numbers!)
If driver: Make this decision an easy one to make. Feature this group will
consider most is the ECP productivity. Emphasize the tools ECP uses to be
productive such as paperless CRM systems and daily delivery itinerary. Also
explain the emergency prescription program (in which emergency medications
are stored on-site and refilled daily.)
If expressive: Restate awards won from the Chamber of Commerce and restate
other companies we already work alongside. This group wants to know “everyone
else will be doing this; you do not want to fall behind”. Push our cutting-edge
paperless style.
IX.
Goodbyes
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Questions to Determine
Prospect Need:
Aristotle’s Appeals Applied to
Exceptional Care Pharmacy
Ethos- Appeal to Credibility, establish respect
 Working relationships with Cardinal Health and Creative Consulting Services
gives Exceptional Care Pharmacy credibility in the LTC Industry.
 Mention working relationships with local nursing homes and assisted living
centers of similar size to prospect
 List past experience of both founders within the industry.
Pathos- Emotional persuaders by appealing to feelings
 When dealing with the elderly, both patience and respect are important. Our aim
is for your patients to be perfectly comfortable around our employees. We never
want them to feel like they cannot bring up concerns to our customer service
reps.
 When dealing with loved ones, accuracy in medication management is important,
our pharmacists re-check prescriptions and once a month there is a monthly drug
regimen check.
 Let us do more so you can spend more time with your patients.
Logos- Persuading through reasoning, appeal to logic
 Exceptional Care Pharmacy works with a paperless OnBase System. This
improves the accountability of our record-keeping. It also ensures greater
efficiency.
 Exceptional Care Pharmacy is the perfect size to offer individualized care with
includes a customizable formulary for each nursing home and assisted living
center we maintain.
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Selling Aids:
Product Demonstration
Pill Push Packs (Medication Cards)
The selling aids to be used for demonstration are
medication packages filled with skittles candy.
Each card has 31 “bubbles” where the medication
is packaged. Each bubble is numbered to make it
more resourceful and organized for the nurses to
access the patient’s medication. These medication
cards set us apart from our competitors because
they are innovative and help the nursing staff to
work more efficiently.
Power Point Presentation
Slides are another tool used during our sales demonstrations. Simple is key so that it is
not a distraction. However, if used correctly it can reinforce what you are saying quite
nicely. An agenda is always smart in meeting; it helps the seller remember where the
presentation is going. It also allows helps the buyer follow along. As a sales person, you
have to respect that buyers may not have a lot of time. Seeing an endpoint in sight may
keep their mind from wandering to thoughts such as “How long is this meeting going to
be!”, and “How many more topics is she going to cover!” Instead there is a clear
roadmap of where the presentation starts and ends.
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Client Testimonials
“I just pick up the phone and there they are. I get the answers I need when I need them,
directly from a pharmacist. That’s the best part for me. Exceptional Care Pharmacy is
always there for me, from implementing my policies and procedures, to on site
consultations with a pharmacist. They even provide me with med room reports and
evaluations that have made a big difference in our state inspections. I don’t know what
I’d do without them!”
-Wanda Gunn, DON Smithville
“I really didn’t have any real problems with my previous pharmacy provider. But when
Exceptional Care Pharmacy first approached me I wanted to make a change because I
knew Stacy Bell, EPC’s Pharmacist, would take care of all my needs.”
-James Clark, CEO Normandy Manor
“My life has been completely turned around. Exceptional Care Pharmacy’s system has
me completely organized. I no longer have to work of my old medication cart. I never
knew what I was missing until I made the change. I would strongly encourage anyone to
take a look at what Exceptional Care Pharmacy has to offer.”
-Rhonda Johnson, Nurse Rae Ann
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Anticipating Sales Resistance

Happy with LTC services they are already using.
If they are happy with their current LTC provider, thank buyer for their
time and make sure they know they can call if they are ever unhappy with their
provider. It is also a good idea to say we will check back 6 months from now. Do
not ever close doors, who know, they could be looking for a new LTC service
down the road.

Worried about how far LTC center is from homes
Exceptional Care Pharmacy is a few hours from many of homes they
service. However, there is not an additional charge for travel time within Ohio.
Also, we strive to make sure we are within reach at all times. We have 24-hour
customer service and drop shipping for an emergency second same-day delivery.

Worried about high dispensing fee for LTC service
When contracting with Exceptional Care Pharmacy, we offer a customized
formulary for each home we service. This formulary will be discussed together
and specific to you, there are no surprises when costing prescriptions because you
have helped set the rates.

Wants control of home, does not want to give control away to LTC
provider
Our response to this is that Exceptional Care Pharmacy strives to work
with you, not against you. We are here to service your patients, without
overstepping our boundaries. We are looking to be an asset to your home, not a
nuisance.

Wants 24-hour support
Exceptional Care Pharmacy has a 24-hour call line in place. This is to be
used anytime patients or doctors have questions. Do not ever hesitate to call,
there is no such thing as a stupid question.
How is quality ensured?
On-staff Pharmacists double-check every prescription before it leaves our
doors. From here, medications are sealed and in the hands of your facility nurses.

What will you do to build relationships between LTC provider and
homes?
Our relationship begins with a three week training session for all patients
and staff members of your facility. We want to be off to a good start, with
everyone understanding their roles in our relationship. Included in training is a
session in management information systems we use, and our protocol with
emergency prescriptions, automatic refill program, and our 34-hour call line.
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
How will you be responsive to problems?
Our Customer Service representatives have access to our paperless record
system. When a patient or nurse calls, they will have all the necessary
information to help. We instruct our customer service reps to do whatever it
takes to solve problems the day they arise, not a week later.

You used an automatic dispensing system, how can you make sure
orders are accurate
All orders are double-checked by Exceptional Care Pharmacists prior to delivery.

Will we lose our customers that do not want to switch to Exceptional
Care?
You may lose customers, however most assisted living centers and nursing
homes work with a long term care provider. We will help you demonstrate the
benefits of our system to prospective patients. Our company hopes to be a service
you are proud to offer, one that sets you above the rest.

How are Exceptional Care Pharmacy’s finances? Will they be stable
for the next five years?
Yes. At this time Exceptional Care Pharmacy is in excellent shape
financially. With limited liabilities and a consistent clientele we have few
reservations. Our PowerPoint sales tool displays two awards won, both awards
were granted subject to our financial status.
Negotiating or Visual Support Tools
Emphasize points that make our company stand out when buyer is unsure:



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
Automatic Refills
Paperless System
Monthly Audits
Daily Deliveries
Pill Push Packs (Medication Cards)
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Closing the Sale
Closing Clues
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Unhappy with current service
Contract expiring soon
Seem interested to meet again
Displaying interest by asking questions
Asking for our service
Closing Methods
Direct Benefit Summary:
Ask for a specific answer, “Would you like to use the service of Exceptional Care
Pharmacy?” or “Can I come back sometime next week to go over the pricing
options with you?”
After going through the process and demonstrating the benefits to the customer, the
salesperson shall remind the person how the product meets their needs and will satis
fy their customers. Perhaps even writing them out as they go through the presentatio
n will be an effective way to closing the sale.
Balance Sheet Method:
By comparing, side‐by‐side, two competitors, this method will provide a visual for
the buyer to see which company provides more need satisfying benefits over the
other.
Probing Method:
Used to learn about needs, hidden feelings, and problems. Uncover their problems to
find out how you can meet them. Once finding out their problems, you can let them
know what you can do to fix these issues.
Standing Room Only:
Show that the product is so popular that it won’t last long. It shows evidence of other
people interested in the product or service. It shows that the buyer is behind on the
trend and needs to catch up.
Assumptive Close:
Act if the buyer as already made a decision. This is one of the most common closes
used and this depends on the sale using confidence.
The Alternative Choice Close:
By presenting a choice, the buyer feels more compelled to give an answer. This gives
the seller more information about what the buyer wants and needs.
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Servicing the Sale
Additional Items to Suggest to Customer:
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At close of the first sales meeting, we give our clients our delivery schedule,
current client testimonials, and contact information (business cards).
We offer a three week training seminar to educate all facility staff.
Emergency anytime delivery.
Automatic refills on OTC drugs for easy dispensing every 30 days.
How You Will Assist Customer Delivery:
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Once a day deliveries
99.9% accuracy and on time deliveries
Emergency anytime deliveries
Post-Sale Courtesy:
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Flowers and Thank You card for meeting with representative
Monthly follow-up with customer service representative to ensure quality care
Long Term Partnering Plan:
To ensure that we obtain a long term partnership with our customers we will go
to the facilities and hold quarterly workshops. These workshops will teach the facilities’
employees about long term care and how to work efficiently with the pharmacy. To
reciprocate, specific people from the facilities will visit the pharmacy and educate our
employees about procedures within their company.
Territory Management Plan:
All customers are located less than an hour away from our pharmacy. Each sales
associate will have a specific territory of around 16 homes. They will be required to visit
each facility once a month to make sure the facility is happy with our service. They will
also be required to gain new clients within their territory.
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Glossary:
Average Wholesale Price (AWP) - prescription drugs term referring to the average
price at which wholesalers sell drugs to physicians, pharmacies, and other customers
Brand Name Drugs- are identical or within an acceptable bioequivalent range as the
generic drugs counterpart with respect to pharmacokinetic and pharmacodynamic
properties.
Generic Drugs-are drugs which is produced and distributed without patent
protection. The generic drug may still have a patent on the formulation but not on the
active ingredient.
Over-the-Counter Drugs-medicines that may be sold directly to a consumer without
a prescription from a health care professional, as compared to prescription drugs, which
may only be sold to consumers possessing a valid prescription.
Long Term Care (LTC)-is a variety of services which help meet both the medical and
non-medical need of people with a chronic illness or disability who cannot care for
themselves for long periods of time.
Assisted Living Facility (ALF)-provide supervision or assistance with activities of
daily living (ADLs); coordination of services by outside health care providers; and
monitoring of resident activities to help to ensure their health, safety, and well-being.
Medi-span-a part of Wolters Kluwer Health is the leading provider of prescription
drug information and drug interactions database solutions for thousands of health care
professionals worldwide.
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