Q+A for Your Front Desk - Client Med Convos

“Can I get this cheaper somewhere else?”

Medication is expensive. 

You know it and clients know it, online pharmacies that plaster ads all over know it. 

It’s why your CSRs are constantly fielding questions about cheaper options. 

It’s understandable.

It also puts pets’ health at risk.

When a client asks about prescription pricing, it’s crucial that your front desk staff is prepared to answer confidently and compassionately. 

This isn’t just about maintaining revenue—it’s about ensuring the best care for every pet that walks through your doors. 

To guide your team through those conversations, here are some Q+As to share with them:

Q+A 1: 

Client: “Can I get this medication cheaper online?”

Front Desk Staff: “Sometimes online options might appear cheaper. However, it’s important to consider more than just cost. 

When you purchase directly from us, you’re getting a product we trust, and we can guarantee its quality and effectiveness. 

Buying from unknown sources online can put your pet’s health at risk, as those products may not have the same efficacy or could even be counterfeit. 

Q+A 2: 

Client: “Why does this prescription cost more here than at a big-box store?”

Front Desk Staff: “That’s a great question. While big-box stores sometimes offer lower prices, they often can’t match the assurance of safety and quality we provide. 

Every medication we dispense is backed by our commitment to your pet’s health. 

We also keep detailed records of your pet’s medical history, which allows us to ensure the medication is the right fit for their needs. 

Equip your front desk with the words to educate clients effectively and maintain trust in your practice.

If you or your staff are struggling to field difficult client questions, I'm here to help.