{"id":63535,"date":"2026-08-19T08:35:17","date_gmt":"2026-08-19T06:35:17","guid":{"rendered":"https:\/\/servizifarmaciaitalia.it\/5-routine-farmacia\/"},"modified":"2026-08-19T08:50:08","modified_gmt":"2026-08-19T06:50:08","slug":"5-routine-farmacia","status":"publish","type":"page","link":"https:\/\/servizifarmaciaitalia.it\/en\/5-routine-farmacia\/","title":{"rendered":"5 Routine per gestire ogni cliente"},"content":{"rendered":"<div class=\"fa\">\n<style id=\"rt-lp-css\">\n@import url('https:\/\/fonts.googleapis.com\/css2?family=Cormorant+Garamond:ital,wght@0,500;0,600;0,700;1,600&family=Poppins:wght@300;400;500;600;700&family=JetBrains+Mono:wght@500&display=swap');\nbody:has(.fa){overflow-x:hidden}\nbody:has(.fa) .sc_layouts_title,body:has(.fa) .top_panel_title,body:has(.fa) .sc_layouts_title_scroll{display:none!important}\nbody:has(.fa) .sc_layouts_row:has(.sc_layouts_title){display:none!important}\nbody:has(.fa) .elementor-section:has(.sc_layouts_title){display:none!important}\nbody:has(.fa) .page_content_wrap{padding-top:0!important;padding-bottom:0!important;margin:0!important}\nbody:has(.fa) .content_wrap,body:has(.fa) .content{max-width:none!important;width:100%!important;padding:0!important;margin:0!important}\nbody:has(.fa) a[href=\"#content_skip_link_anchor\"],body:has(.fa) .trx_addons_scroll_to,body:has(.fa) .scroll_down,body:has(.fa) .sc_scroll_down{display:none!important}\nbody:has(.fa) .fa-hero,body:has(.fa) .fa-sec,body:has(.fa) .fa-final{margin:0!important}\nbody:has(.fa) .footer_wrap,body:has(.fa) .sc_layouts_row_type_footer{margin-top:0!important}\nbody:has(.fa) .sfi-nf{margin-top:-18px!important}\n.fa{--grn:#146c38;--grn-d:#0d4d27;--grn-l:#eaf3ec;--red:#bf0a25;--red-d:#8f0a1c;--gold:#c9a45c;--ink:#2c2621;--paper:#f4f8f4;font-family:'Poppins',sans-serif;color:var(--ink);line-height:1.7}\n.fa *{box-sizing:border-box}\n.fa__wrap{max-width:1200px;margin:0 auto;padding:0 24px}\n.fa__eb{font-family:'JetBrains Mono',monospace;font-size:.76rem;letter-spacing:.18em;text-transform:uppercase;color:var(--gold);margin:0 0 18px}\n.fa h2.fa__h{font-family:'Cormorant Garamond',Georgia,serif;font-weight:700;font-size:clamp(2rem,4.4vw,3.1rem);line-height:1.1;color:#132a1c;margin:0 0 20px}\n.fa h2.fa__h em{color:var(--grn);font-style:italic}\n.fa p{margin:0 0 16px}\n.fa__lead{font-size:1.12rem;color:#4b5a50}\n\/* HERO - 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a.fa-btn{display:inline-flex!important;width:auto!important;max-width:none!important;white-space:nowrap!important;min-height:0!important;\n padding:17px 44px!important;font-size:16px!important;line-height:1.2!important;height:auto!important;\n background:#fff!important;background-color:#fff!important;color:var(--grn-d)!important;\n border-radius:11px!important;box-shadow:0 18px 40px -18px rgba(0,0,0,.55)!important;margin:0 0 8px!important}\n.fa .fa-final a.fa-btn:hover{background:#eef6f1!important;background-color:#eef6f1!important;transform:translateY(-1px)}\n.fa-note{font-size:.78rem;color:#a9bdb1!important;text-align:center;max-width:760px;margin:44px auto 0!important;line-height:1.7}\n@media(max-width:1000px){.fa-cards{grid-template-columns:repeat(2,minmax(0,1fr))}.fa-rts,.fa-in{grid-template-columns:minmax(0,1fr)}.fa-prev{grid-template-columns:repeat(2,minmax(0,1fr))}.fa-steps{grid-template-columns:repeat(2,minmax(0,1fr))}}\n@media(max-width:900px){\n .fa-hero__grid,.fa-split{grid-template-columns:minmax(0,1fr);gap:30px}\n .fa-hero__formcol{max-width:100%;margin:0}\n .fa-sec{padding:64px 0}\n .fa-swap__r{grid-template-columns:minmax(0,1fr)}\n}\n@media(max-width:560px){.fa-cards,.fa-steps{grid-template-columns:1fr}}\n<\/style>\n\n<section class=\"fa-hero\">\n  <div class=\"fa-hero__scrim\"><\/div>\n  <div class=\"fa__wrap\">\n    <div class=\"fa-hero__grid\">\n      <div>\n        <p class=\"fa__eb\">Guida gratuita &middot; PDF 10 pagine<\/p>\n        <h1>5 routine per gestire <em>ogni cliente<\/em> con professionalit&agrave;<\/h1>\n        <p class=\"fa-hero__sub\">Le cinque situazioni che al banco si ripetono ogni giorno, con le frasi esatte da usare. Un metodo condivisibile con tutto il team, non il talento del singolo.<\/p>\n        <ul class=\"fa-hero__bul\">\n          <li>Le 5 routine passo per passo, con le frasi pronte<\/li>\n          <li>Le frasi da evitare e cosa dire al loro posto<\/li>\n          <li>La tecnica V.V.S. per le contestazioni sul prezzo<\/li>\n          <li>Come trasformarle nel protocollo della tua farmacia<\/li>\n        <\/ul>\n        <p class=\"fa-hero__trust\">SERVIZI FARMACIA ITALIA &middot; LA SCUOLA D&#8217;IMPRESA DEI FARMACISTI TITOLARI<\/p>\n      <\/div>\n      <div class=\"fa-hero__formcol\">\n<form class=\"fa-form\" id=\"faForm\" autocomplete=\"on\">\n  <div style=\"margin:0 0 16px\">\n    <h3 style=\"margin:0\">Scarica le 5 Routine<\/h3>\n    <p class=\"fa-form__s\" style=\"margin:2px 0 0\">PDF 10 pagine &middot; gratis &middot; te lo mandiamo anche su WhatsApp<\/p>\n  <\/div>\n  <div class=\"fa-form__view\" id=\"faView\">\n    <label>Nome della farmacia *<\/label>\n    <input type=\"text\" name=\"nome_farmacia\" required placeholder=\"Es. Farmacia Centrale\">\n    <label>Citt&agrave; *<\/label>\n    <input type=\"text\" name=\"citta\" required placeholder=\"Es. Napoli\">\n    <label>Cellulare *<\/label>\n    <div class=\"fa-tel\">\n      <span class=\"fa-tel__pfx\">&#127470;&#127481; +39<\/span>\n      <input type=\"tel\" name=\"cellulare\" required inputmode=\"numeric\" autocomplete=\"tel-national\" placeholder=\"348 1234567\" maxlength=\"13\">\n    <\/div>\n    <p class=\"fa-tel__hint\">Solo numeri di <b>cellulare italiani<\/b> (non fissi): ci arriva la guida su WhatsApp.<\/p>\n    <p class=\"fa-tel__err\" id=\"faTelErr\"><\/p>\n    <label>Email *<\/label>\n    <input type=\"email\" name=\"email\" required placeholder=\"latua@email.it\">\n    <input type=\"text\" name=\"website\" class=\"fa-form__hp\" tabindex=\"-1\" autocomplete=\"off\">\n    <label class=\"fa-form__consent\"><input type=\"checkbox\" required> Acconsento al trattamento dei dati secondo la <a href=\"https:\/\/servizifarmaciaitalia.it\/privacy-policy\/\" target=\"_blank\" rel=\"noopener\">Privacy Policy<\/a> per ricevere la guida via email e WhatsApp. *<\/label>\n    <label class=\"fa-form__consent\"><input type=\"checkbox\" name=\"consenso_marketing\" value=\"1\"> Facoltativo: voglio ricevere anche aggiornamenti su workshop, formazione ed eventi SFI.<\/label>\n    <button type=\"submit\" class=\"fa-btn\">Scarica la guida gratis &rarr;<\/button>\n  <\/div>\n  <div class=\"fa-form__ok\" id=\"faOk\">\n    <svg viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\"><path d=\"M20 6L9 17l-5-5\"\/><\/svg>\n    <h3>Perfetto! Ecco le 5 Routine.<\/h3>\n    <p class=\"fa-form__s\">Il download &egrave; partito. Se non parte, <a id=\"faDl\" href=\"https:\/\/servizifarmaciaitalia.it\/wp-content\/uploads\/2026\/08\/Routine_farmacia_2026.pdf\" target=\"_blank\" style=\"color:var(--grn)\">clicca qui<\/a>. Te l&rsquo;abbiamo mandata anche via email e su WhatsApp.<\/p>\n  <\/div>\n<\/form><\/div>\n    <\/div>\n  <\/div>\n<\/section>\n\n<section class=\"fa-sec fa-sec--white\">\n  <div class=\"fa__wrap\">\n    <div class=\"fa-sec__head\">\n      <p class=\"fa__eb\">Il punto<\/p>\n      <h2 class=\"fa__h\">Ogni giorno, <em>le stesse quattro frasi<\/em><\/h2>\n      <p class=\"fa__lead\">Non sono casi rari: sono la normalit&agrave; del banco. E la differenza tra una farmacia e l&rsquo;altra non sta nei prodotti, ma in come il team risponde in quei venti secondi.<\/p>\n    <\/div>\n    <div class=\"fa-cards\">\n      <div class=\"fa-card\"><p class=\"fa-card__q\">&laquo;Costa troppo&raquo;<\/p><h3>L&rsquo;obiezione sul prezzo<\/h3><p>Chi giustifica il prezzo ha gi&agrave; perso. Chi spiega il valore del consiglio, no.<\/p><\/div>\n      <div class=\"fa-card\"><p class=\"fa-card__q\">&laquo;Non so quale prendere&raquo;<\/p><h3>L&rsquo;indecisione<\/h3><p>Davanti a dieci alternative il cliente non compra: rimanda.<\/p><\/div>\n      <div class=\"fa-card\"><p class=\"fa-card__q\">&laquo;Me l&rsquo;ha detto un&rsquo;amica&raquo;<\/p><h3>Il consiglio di altri<\/h3><p>Contraddire chiude la conversazione. Validare la apre.<\/p><\/div>\n      <div class=\"fa-card\"><p class=\"fa-card__q\">&laquo;Online costa meno&raquo;<\/p><h3>La contestazione<\/h3><p>Il cliente che protesta parla con te, ma gli altri in fila stanno valutando te.<\/p><\/div>\n    <\/div>\n  <\/div>\n<\/section>\n\n<section class=\"fa-sec fa-sec--paper\">\n  <div class=\"fa__wrap\">\n    <div class=\"fa-split\">\n      <div>\n        <p class=\"fa__eb\">Il metodo<\/p>\n        <h2 class=\"fa__h\">Non &egrave; questione di carattere. <em>&Egrave; questione di metodo.<\/em><\/h2>\n        <p>Il collaboratore bravo con i clienti difficili non ha un dono: ha una sequenza in testa. Questa guida mette quella sequenza nero su bianco, cos&igrave; diventa patrimonio della farmacia e non della singola persona.<\/p>\n        <p>Dentro trovi cinque routine complete, ognuna con l&rsquo;obiettivo, i cinque passaggi e le <b>frasi esatte da pronunciare<\/b>. Non teoria sulla comunicazione: parole pronte, da provare in role play e portare al banco domani mattina.<\/p>\n        <p class=\"fa-quote\">Non vendiamo prodotti, costruiamo fiducia. Ogni routine &egrave; uno strumento: tu sei la differenza.<\/p>\n      <\/div>\n      <div><img decoding=\"async\" class=\"fa-shot\" src=\"https:\/\/servizifarmaciaitalia.it\/wp-content\/uploads\/2026\/08\/sfi-routine-cover.jpg\" alt=\"Copertina della guida 5 Routine per gestire ogni cliente\" loading=\"lazy\"><\/div>\n    <\/div>\n  <\/div>\n<\/section>\n\n<section class=\"fa-sec fa-sec--white\">\n  <div class=\"fa__wrap\">\n    <div class=\"fa-sec__head\">\n      <p class=\"fa__eb\">Cosa contiene<\/p>\n      <h2 class=\"fa__h\">Le <em>5 routine<\/em>, una per situazione<\/h2>\n    <\/div>\n    <div class=\"fa-rts\"><div class=\"fa-rt\"><div class=\"fa-rt__n\">1<\/div><div><h3>Il cliente che dice &laquo;costa troppo&raquo;<\/h3><p class=\"fa-rt__ob\">Obiettivo: Spiegare il valore, non giustificare il prezzo<\/p><p>Cinque passaggi per portare la conversazione dal prezzo al motivo del consiglio, fino a una chiusura autorevole che rafforza il tuo ruolo.<\/p><\/div><\/div>\n<div class=\"fa-rt\"><div class=\"fa-rt__n\">2<\/div><div><h3>Il cliente indeciso: &laquo;non so quale prendere&raquo;<\/h3><p class=\"fa-rt__ob\">Obiettivo: Semplificare, guidare, scegliere con lui<\/p><p>Massimo 2-3 domande mirate, poi si riducono le alternative a una o due. Non deve scegliere tra dieci prodotti: il tuo lavoro &egrave; aiutarlo a trovare quello giusto.<\/p><\/div><\/div>\n<div class=\"fa-rt\"><div class=\"fa-rt__n\">3<\/div><div><h3>Il cliente che segue il consiglio di altri<\/h3><p class=\"fa-rt__ob\">Obiettivo: Valutare il caso e guidare al cambiamento<\/p><p>Come validare senza contraddire, fare le domande che raccolgono le informazioni che servono e spiegare perch&eacute; sintomi simili possono avere cause diverse.<\/p><\/div><\/div>\n<div class=\"fa-rt\"><div class=\"fa-rt__n\">4<\/div><div><h3>I 20-30 secondi del robot<\/h3><p class=\"fa-rt__ob\">Obiettivo: Trasformare l&rsquo;attesa in consulenza<\/p><p>La sequenza secondo per secondo: apri il dialogo, capisci l&rsquo;utilizzo, raccogli il contesto, dai l&rsquo;istruzione essenziale, chiudi riassumendo.<\/p><\/div><\/div>\n<div class=\"fa-rt\"><div class=\"fa-rt__n\">5<\/div><div><h3>Il cliente contestatore sul prezzo<\/h3><p class=\"fa-rt__ob\">Obiettivo: Calma, fatti, soluzione<\/p><p>Blocca l&rsquo;escalation, sposta la discussione dall&rsquo;emozione al dato, spiega senza mai criticare altre farmacie e chiudi sempre con una proposta.<\/p><\/div><\/div><\/div>\n  <\/div>\n<\/section>\n\n<section class=\"fa-sec fa-sec--paper\">\n  <div class=\"fa__wrap\">\n    <div class=\"fa-sec__head\">\n      <p class=\"fa__eb\">Un assaggio<\/p>\n      <h2 class=\"fa__h\">Le parole che <em>cambiano la conversazione<\/em><\/h2>\n      <p class=\"fa__lead\">Nella guida ci sono dieci coppie come queste, pi&ugrave; le sette frasi da non dire mai. Eccone quattro.<\/p>\n    <\/div>\n    <div class=\"fa-swap\"><div class=\"fa-swap__r\"><div class=\"fa-swap__no\"><span class=\"fa-swap__lab\">Da evitare<\/span>&ldquo;Non lo so.&rdquo;<\/div><div class=\"fa-swap__si\"><span class=\"fa-swap__lab\">Cosa dire invece<\/span>&ldquo;Non ho l&rsquo;informazione precisa, ma mi informo subito e torno da lei.&rdquo;<\/div><\/div>\n<div class=\"fa-swap__r\"><div class=\"fa-swap__no\"><span class=\"fa-swap__lab\">Da evitare<\/span>&ldquo;&Egrave; tutto scritto nel foglietto.&rdquo;<\/div><div class=\"fa-swap__si\"><span class=\"fa-swap__lab\">Cosa dire invece<\/span>&ldquo;Le spiego volentieri quello che &egrave; pi&ugrave; importante per lei.&rdquo;<\/div><\/div>\n<div class=\"fa-swap__r\"><div class=\"fa-swap__no\"><span class=\"fa-swap__lab\">Da evitare<\/span>&ldquo;Non abbiamo niente di pi&ugrave; economico.&rdquo;<\/div><div class=\"fa-swap__si\"><span class=\"fa-swap__lab\">Cosa dire invece<\/span>&ldquo;Posso proporle un&rsquo;alternativa pi&ugrave; adatta alle sue esigenze e al suo budget.&rdquo;<\/div><\/div>\n<div class=\"fa-swap__r\"><div class=\"fa-swap__no\"><span class=\"fa-swap__lab\">Da evitare<\/span>&ldquo;Non ho tempo.&rdquo;<\/div><div class=\"fa-swap__si\"><span class=\"fa-swap__lab\">Cosa dire invece<\/span>&ldquo;Le dedico volentieri qualche minuto, cos&igrave; capiamo insieme la cosa migliore per lei.&rdquo;<\/div><\/div><\/div>\n  <\/div>\n<\/section>\n\n<section class=\"fa-sec fa-sec--white\">\n  <div class=\"fa__wrap\">\n    <div class=\"fa-sec__head\">\n      <p class=\"fa__eb\">Dentro il PDF<\/p>\n      <h2 class=\"fa__h\">Non solo le routine<\/h2>\n    <\/div>\n    <div class=\"fa-in\">\n      <div class=\"fa-inb\"><h3>La tecnica V.V.S.<\/h3><ul>\n        <li><b>Validare<\/b>: riconoscere ci&ograve; che il cliente dice, senza dargli ragione<\/li>\n        <li><b>Verificare<\/b>: trasformare l&rsquo;emozione in un fatto controllabile<\/li>\n        <li><b>Soluzione<\/b>: chiudere sempre su cosa puoi fare oggi<\/li>\n      <\/ul><\/div>\n      <div class=\"fa-inb\"><h3>Le 7 cose da non dire mai<\/h3><ul>\n        <li>&laquo;Non &egrave; possibile&raquo;<\/li>\n        <li>&laquo;Allora vada nell&rsquo;altra farmacia&raquo;<\/li>\n        <li>&laquo;Non dipende da me&raquo;<\/li>\n        <li>&laquo;Se costa meno compratelo l&igrave;&raquo;<\/li>\n        <li>&hellip;e le altre tre, col perch&eacute;<\/li>\n      <\/ul><\/div>\n      <div class=\"fa-inb\"><h3>Il protocollo del team<\/h3><ul>\n        <li>Come trasformare le routine in un documento operativo<\/li>\n        <li>Formazione, role play e affiancamento<\/li>\n        <li>Cosa misurare per capire se funzionano<\/li>\n      <\/ul><\/div>\n    <\/div>\n    <div class=\"fa-prev\">\n      <img decoding=\"async\" src=\"https:\/\/servizifarmaciaitalia.it\/wp-content\/uploads\/2026\/08\/sfi-routine-cover.jpg\" alt=\"Copertina della guida\" loading=\"lazy\">\n      <img decoding=\"async\" src=\"https:\/\/servizifarmaciaitalia.it\/wp-content\/uploads\/2026\/08\/sfi-routine-r1.jpg\" alt=\"Routine 1: il cliente che dice costa troppo\" loading=\"lazy\">\n      <img decoding=\"async\" src=\"https:\/\/servizifarmaciaitalia.it\/wp-content\/uploads\/2026\/08\/sfi-routine-frasi.jpg\" alt=\"Le frasi da evitare al banco e le alternative\" loading=\"lazy\">\n      <img decoding=\"async\" src=\"https:\/\/servizifarmaciaitalia.it\/wp-content\/uploads\/2026\/08\/sfi-routine-vvs.jpg\" alt=\"La regola per il team e la tecnica V.V.S.\" loading=\"lazy\">\n    <\/div>\n  <\/div>\n<\/section>\n\n<section class=\"fa-sec fa-sec--paper\">\n  <div class=\"fa__wrap\">\n    <div class=\"fa-sec__head\">\n      <p class=\"fa__eb\">Il protocollo<\/p>\n      <h2 class=\"fa__h\">Cinque passi, <em>sempre gli stessi<\/em><\/h2>\n      <p class=\"fa__lead\">Qualunque sia la situazione, la sequenza non cambia. &Egrave; questo che la rende insegnabile a tutto il team.<\/p>\n    <\/div>\n    <div class=\"fa-steps\">\n      <div class=\"fa-step\"><div class=\"fa-step__n\">01<\/div><b>Scegli la routine<\/b><span>Valuta la situazione e seleziona quella adatta.<\/span><\/div>\n      <div class=\"fa-step\"><div class=\"fa-step__n\">02<\/div><b>Applica con empatia<\/b><span>Segui i passaggi e ascolta davvero.<\/span><\/div>\n      <div class=\"fa-step\"><div class=\"fa-step__n\">03<\/div><b>Proponi soluzioni<\/b><span>Offri la soluzione migliore, con chiarezza.<\/span><\/div>\n      <div class=\"fa-step\"><div class=\"fa-step__n\">04<\/div><b>Conferma e riepiloga<\/b><span>Assicurati che il cliente abbia capito.<\/span><\/div>\n      <div class=\"fa-step\"><div class=\"fa-step__n\">05<\/div><b>Ringrazia e fidelizza<\/b><span>Chiudi creando le basi per una relazione.<\/span><\/div>\n    <\/div>\n  <\/div>\n<\/section>\n\n<section class=\"fa-sec fa-sec--white\">\n  <div class=\"fa__wrap\">\n    <div class=\"fa-sec__head\">\n      <p class=\"fa__eb\">Domande<\/p>\n      <h2 class=\"fa__h\">Prima di scaricarla<\/h2>\n    <\/div>\n    <div class=\"fa-faq\">\n      <div class=\"fa-q\"><h3>&Egrave; davvero gratis?<\/h3><p>S&igrave;. Lasci i tuoi dati e ricevi subito il PDF completo: nessun costo, nessun vincolo. Serve a farti conoscere il nostro modo di lavorare.<\/p><\/div>\n      <div class=\"fa-q\"><h3>A chi &egrave; utile?<\/h3><p>Al titolare che vuole un metodo condiviso, e a tutti i collaboratori che stanno al banco. &Egrave; pensata per essere stampata e usata in farmacia, anche in riunione.<\/p><\/div>\n      <div class=\"fa-q\"><h3>Come la ricevo?<\/h3><p>Il download parte subito dalla pagina. In pi&ugrave; te la mandiamo via email e su WhatsApp, cos&igrave; la ritrovi quando ti serve, anche dal telefono.<\/p><\/div>\n      <div class=\"fa-q\"><h3>Perch&eacute; chiedete il cellulare?<\/h3><p>Perch&eacute; la guida arriva anche su WhatsApp: &egrave; il modo pi&ugrave; comodo per averla sempre a portata di mano al banco. Accettiamo solo cellulari italiani.<\/p><\/div>\n    <\/div>\n  <\/div>\n<\/section>\n\n<section class=\"fa-final\">\n  <div class=\"fa__wrap\">\n    <h2>Il metodo si impara. E si allena.<\/h2>\n    <p>Le routine sono il primo passo. Nei workshop ECM di Servizi Farmacia Italia il tuo team le prova sul campo, con simulazioni su casi reali.<\/p>\n    <a class=\"fa-btn\" href=\"https:\/\/servizifarmaciaitalia.it\/eventi\/\">Scopri i workshop &rarr;<\/a>\n    <p class=\"fa-note\">Servizi Farmacia Italia S.r.l. &middot; La scuola d&#8217;impresa fondata da farmacisti titolari per farmacisti titolari. I contenuti della guida hanno finalit&agrave; formative e gestionali e non costituiscono indicazioni cliniche.<\/p>\n  <\/div>\n<\/section>\n\n<script>\n(function(){\n  var f=document.getElementById('faForm'); if(!f) return;\n  var tel=f.querySelector('[name=cellulare]');\n  var wrap=f.querySelector('.fa-tel');\n  var errEl=document.getElementById('faTelErr');\n  var MSG_FISSO='Questo sembra un numero fisso. 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