The Everyday Scene

It’s a typical day in your busy community pharmacy. A regular customer walks in, greets you by name, and drops off a prescription. As you prepare their medicine, you wonder—can I help them more? Can I gently offer something extra that truly benefits them, without making them feel pressured?

The Challenge

We all want our pharmacies to grow, but the idea of “upselling” can sound salesy. Nobody wants to lose trust by being pushy. Yet, you look around and see pharmacies that have found a way to thrive—they share helpful advice, recommend useful products, and their customers feel cared for.

The real challenge? How do you make suggestions that feel natural and friendly, not forced? As healthcare professionals, your words carry significant weight. The effective phrases at the counter can spark a conversation that leads to better health for your customers—and steady growth for your business.

Practical Phrases That Feel Good

Here’s how you can upsell with kindness, confidence, and authenticity. Use simple language, focus on genuine care, and allow the customer to decide:

1. Listen First

When you hand over a prescription, ask a caring question:

• “How have you been coping with your symptoms lately?”
• “Anything you’ve noticed that you’d like some advice about?”

2. Suggest, Don’t Sell

Gently recommend, linking it to their needs:

• “A lot of people find that [product] helps with dryness when taking this medicine. Would you like to try it?”
• “If you’re looking for quicker relief, many customers use this rub alongside their tablets. Want to know more?”

3. Add Value, Not Pressure

Show your knowledge by giving reasons:

• “Taking vitamins can help boost recovery, especially this time of year.”
• “Some of our diabetic customers have found these foot creams helpful for dryness.”

4. Respect Their Answer

If they decline, keep the relationship positive:

• “No worries at all—I just wanted to let you know it’s available if you ever need it.”
• “Of course! If you change your mind or have questions, I’m here.”

What Matters Most

• Caring is the key to natural upselling.
• Consider what could truly benefit your customer, and trust that your intention is evident.
• It’s a conversation, not a sales pitch.
• Make product suggestions as part of patient care, not as an add-on.

• Empower your team.
• Role-play these phrases in staff meetings. With practice, they’ll sound and feel more natural.
• Celebrate the wins.
• Every small recommendation that helps a customer builds lasting trust and supports your pharmacy’s growth.

What Works At The Counter

Upselling doesn’t have to feel awkward or forceful. Small, genuine conversations at the counter help both your customers and your pharmacy thrive. Next time you’re at the counter, try one of these phrases and notice the difference. You’re not just selling—you’re caring, and community pharmacies are all about care.

Check out our latest issue of The Chemist Magazine here for more resources.