What the pharmacy counters taught me about sales
I graduated from university at age 19 and earned my pharmacy license that same year. Driven by a desire for independence and an eager readiness to put my academic foundation into practice, I immediately went to work. I thoroughly enjoyed my core pharmacy subjects—especially pharmacology—and naturally viewed hospital practice as the ultimate setting to apply that knowledge.
However, just four months into the role, I realized that the day-to-day practice differed significantly from what I had envisioned, prompting me to transition into pharmaceutical sales. This cycle repeated twice: first in the Philippines, and later in Singapore, where I spent more than two years working in a retail pharmacy setting.
Even today, pharmacy practice remains a largely underappreciated and underutilized discipline within healthcare.
Having practiced in both hospital environments and community retail counters, I have experienced firsthand how much art and science underpin the profession. Pharmacists are rigorously trained to serve as a vital defensive line—safeguarding patients against potential overdoses, harmful drug interactions, known allergic reactions, or improper medication use. Every patient counts; pharmacists must follow clinical protocols to verify prescription validity and check medication details—such as dosage strength, formulation type, administration frequency, and total treatment duration—tailored precisely to the patient's health status. When ideal dosages or formulations aren't available off the shelf, pharmacists can prepare customized formulations on site. Patient safety remains paramount and is the foundation of quality pharmaceutical care.
Handling prescription interventions often exposes pharmacists to sharp pushback over the phone and impatient glares from customers eager to collect their medication—such as anti-diarrheals, which are strictly pharmacy-only items in certain jurisdictions. Waiting in line or facing brief delays frequently triggers anxiety or irritation among patients and customers. Even so, pharmacists stay composed, poised, and professional under pressure.
Whether in a community setting or a hospital, pharmacy practice extends far beyond basic dispensing. It requires much more than taking a prescription, checking notes, retrieving products from drawers or cabinets, scanning items at the register, and processing payments. Although over-the-counter products may resemble typical consumer goods, they fulfill a distinct healthcare role. For instance, a patient taking antibiotics for a respiratory tract infection might also experience nasal congestion and viscous phlegm; in many regions, non-prescription remedies are available to ease these specific symptoms. Because community pharmacies attract regular foot traffic and typical visits last 5 to 20 minutes, offering non-prescription remedies adds convenience for patients.
To fulfill the role effectively, pharmacists rely on a multifaceted set of competencies:
Scientific & Technical Skills: To rigorously audit prescriptions, verify medication suitability, and ensure patients' safety.
Critical Thinking: To evaluate complex situations swiftly for optimal clinical efficiency and effectiveness.
Emotional Intelligence: To communicate compassionately with patients while collaborating smoothly with colleagues and suppliers.
Business Acumen: To balance high-quality pharmaceutical care with the pharmacy enterprise's commercial viability.
Directly engaging with patients and customers, while collaborating with pharmacy colleagues and industry partners, gave me invaluable perspectives. These insights shaped my approach to navigating challenging personalities, obstacles, and setbacks after I transitioned into pharmaceutical sales.
Here are the key lessons my time at pharmacy counters taught me about sales:
Listen with empathy and maintain a broader perspective
Patients visit the pharmacy seeking solutions for specific problems. Since most are dealing with health issues themselves or caring for loved ones, they may feel unwell or stressed. Rather than focusing on myself, I listen attentively to understand their exact concerns and determine how to support them.
Early in my sales career, as one of the youngest team members, I often felt intimidated by experienced colleagues and highly accomplished clients. To stay regulated, I treated every client like a patient with distinct needs—remembering that they, too, are human, with their own goals, pressures, and concerns. I focused on listening deeply to identify both immediate requirements and underlying issues. Empathizing with their priorities builds genuine connections and clarifies their challenges.
Stepping back to view situations from a bird’s-eye perspective allows for a more holistic approach—much like caring for a patient managing multiple medications and complex conditions.
Think quickly while keeping the customer at the center
Pharmacy environments are fast-paced and demanding: phones ring continuously, digital orders stream in, complex prescriptions require careful review, long lines form, and representatives stop by unannounced—often while you are the sole pharmacist on duty. Navigating this fast-moving environment requires sharp prioritization.
In sales, quickly assessing situations and focusing on what matters most is essential. Just as patient's well-being and safety as the top priority in healthcare, serving the client's best interest is paramount in sales. Anchoring decisions around the customer clarifies complex scenarios.
Remain focused, adaptable, and professional
Throughout a typical shift, pharmacists interact with hundreds of individuals with unique personalities, expectations, and stress levels. Some prefer quick interactions, while others become frustrated by wait times, out-of-stock items, prescription requirements, or price adjustments. Doing the job requires maintaining complete professionalism, staying adaptable, and focusing on delivering solutions.
Similarly, sales clients possess diverse working styles and decision-making processes. Whether dealing with pragmatic buyers, busy executives, or complex stakeholder dynamics, staying aligned on core objectives while executing flexibly ensures success and earns mutual respect.
Uphold high standards and do the right thing
Pharmacy practice centers on quality, safety, and tailored care. Recommending unnecessary treatments solely to make a sale is unethical and potentially harmful, undermining trust and professional integrity. Pharmacists strictly follow clinical protocols to evaluate risks and protect patient well-being.
The same principle applies to sales. Prioritizing the customer's true interests—even when it means advising against a purchase and explaining why—builds credibility. Clients should always receive exceptional service and honest guidance.
Commit to continuous learning
Early in my career, I carried reference books on duty to answer clinical queries accurately and studied in my spare time to continuously enhance my knowledge.
In sales, strong product mastery is just the starting point. Long-term success requires ongoing study of industry developments, market trends, competitive dynamics, and each client's specific strategic goals. Deep expertise establishes you as a trusted thinking partner.
Build client loyalty through warmth and competence
Combining technical capability with genuine care builds lasting loyalty. Satisfied patients frequently return and recommend the pharmacy to family and friends.
Similarly, sales professionals who are easy to work with, consistently deliver value, and demonstrate strong competence build lasting trust. Happy clients naturally become advocates who refer new opportunities.
Develop strong business acumen and go the extra mile
Pharmacy practice, whether it's hospital or retail setting are inherently tied to commercial operations. Sustaining a business requires consistent customer flow, competitive positioning, and patient-centered service that makes individuals feel valued. Strong vendor partnerships can also streamline ordering and enable exceptional service.
In sales, adopting an entrepreneurial mindset and taking full ownership of performance metrics can elevate a professional to top performer status.
I am truly grateful to all my former employers, industry colleagues, and unofficial mentors along the journey.
Selling is a skill that already exists within us that just needs to be further developed and practiced!
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Mariae Arendayen & Tanja Eigenmann, The Sales Academy
By:
Mariae Arendayen, RPh, MIM
Founder, Proxymm Science
Co-creator, CMEx
Co-organizer, Sales Academy
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