Veterinary Products & Client Service - Part of Post Diploma Certificate in Professional Practices (SDVC2)

This module will provide participants with basic concepts and knowledge of customer service principles and skills, and marketing veterinary products and services. Customer service will give participants insights to the importance of service anticipation, public relations as well as service recovery strategies (e.g. complaint resolution) and grief counselling. Participants will learn to propose a marketing system, from planning to pricing and promotion, and appreciate the impact of marketing variables in the formulation of marketing decisions. It will include the understanding of buying decision processes and factors influencing buyer’s decisions in veterinary products. This encompasses knowledge on consumer perceptions and attitudes, consumer demographics and lifestyles, and cultural and group influences. Participants will learn to provide sound product advice for over the counter sales to match consumer demand (e.g. price consideration, intention purpose). Advice will take into account, considerations in species-specific side effects, efficacy and conformation of scheduled or non-scheduled drug sale to regulations.

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