Pharmacy guide

Training the pharmacy team: knowledge, roles and the right words

Reviewed by Dr. Daniel Wallerstorfer, molecular biologist and founder of Novogenia · Updated: 13 October 2026 · Reading time: 8 min

In short

When it comes to genetic information, people trust professionals: in a randomized trial, most participants named a university research lab (47%) or a health care professional (41%) as the best source of accurate genetic information. For your team to live up to that trust, it needs three things: knowledge about genes and nutrients, clear roles from the saliva sample to the reorder, and phrases that counsel instead of promise. Novogenia’s NOVO Academy provides the expertise: free of charge, about 5 hours of video per language, with a certificate for each completed topic, in seven languages and optional for partners.

Trust is an advance

Whom do people trust when it comes to their genes? Researchers at the University of Toronto asked exactly that. Most participants in their randomized trial named a university research lab (47%) or a health care professional (41%) as the best source of accurate personal genetic information; a direct-to-consumer genetic testing company received the fewest votes (12%) (Nielsen, Shih and El-Sohemy, Journal of Nutrigenetics and Nutrigenomics, 2014).

And when professionals explain the results well, they land. In another study by the same group, 93% of participants given gene-based dietary advice said they understood their recommendations – compared with 78% of those given general advice. 88% found them useful for their diet, compared with 72% (Nielsen and El-Sohemy, Genes & Nutrition, 2012).

For your pharmacy, this means: trust is an advance. Your customer extends it in the first conversation – and your team pays it back with every clear, honest answer. This article shows you how to set up your team for that.

What your team should know

Not everyone on the team needs the same depth. But these six areas belong in every pharmacy that offers personalized health:

Area of knowledge	What it covers	Who needs it
Genetics basics	the gene as a building plan, two gene copies, “functioning” and “impaired” as a deliberate simplification	everyone who counsels
Nutrients and formula	genes, questionnaire and blood values as the basis; blood values take precedence; daily portions for 90 days	counseling
Process and saliva sample	information, consent, sample according to the instructions, 4 days of analysis in the lab plus shipping	everyone with customer contact
Law and data protection	lifestyle or medicine, consent, who sees the report	project lead, counseling
Language and limits	authorized claims, no disease references, report instead of medical finding	everyone, including social media
Pickup and reorder	handing over products, 90-day rhythm, questions about intake	counter team

How the personalized formula is created is explained in Personalized micronutrients; the process step by step is shown in The consultation process in the pharmacy.

The NOVO Academy: expertise on demand

The NOVO Academy is Novogenia’s training program. In video lectures, Dr. Daniel Wallerstorfer, molecular biologist and founder of Novogenia, explains the science behind the genetic analyses.

Feature	NOVO Academy
Cost	free
Scope	about 5 hours of video per language
Proof	a certificate for each completed topic
Mandatory?	no – optional for partners
Languages	German, English, Czech, French, Portuguese, Italian, Dutch

Particularly relevant for a pharmacy team are the lectures “Eat Healthy by Your Genes,” “Personalized Supplementation” and “Healthy Skin and Appearance.” All topics and their key questions are on the NOVO Academy page. Because the videos can be watched at any time, the training also fits shift work: everyone learns when the schedule allows.

Roles in the team: who does what?

A personalized offer runs like a relay race: every handover has to work. So decide who takes which leg. In a small pharmacy, one person can hold several roles.

Role	Tasks	What to watch
Project lead	choose the model, define the process, approve consent text and advertising	legal framework in each country, data protection
Counseling	first conversation, information, report session, product recommendation	goal first, no diagnoses, medical questions go to physicians
Saliva sample and shipping	explain the instructions, check the assignment, send the sample	instructions in the kit; in Switzerland, sample taken in the presence of the initiating pharmacist (Art. 34(3) GUMG)
Counter and pickup	hand over products, explain intake, schedule the next appointment	90-day rhythm, note questions and pass them on
Communication	shop window, website, social media	approved phrases only

In Switzerland, the following also applies: analyses on nutrition, sport and well-being are initiated by health professionals listed in Art. 40 of the GUMV – in a pharmacy, that means pharmacists authorized to practice under their own professional responsibility. Plan for them to be present when the sample is taken.

The right words: phrases for counseling

A shared vocabulary prevents customers from hearing two different explanations from two team members. These examples are a starting point:

Situation	Sounds right	Better not
Opening	“What would you like to achieve over the next few months?”	“The test tells you what you’re missing.”
What the analysis is	“The analysis shows how your body processes, for example, caffeine, lactose or folate. It is not a diagnosis.”	“This lets us detect diseases early.”
Explaining a result	“This gene works in a limited way for you. What that means for you also depends on diet, exercise and sleep.”	“Your genes determine your weight.”
Bringing up a product	“A nutrient blend can be derived from your report – if you like, I’ll show it to you.”	“Without the blend, the test is pointless.”
Medical question	“That’s a medical question – your physician is the right person to ask.”	your own assessment of a disease or therapy
Medications	“Whether you change a medication is decided by your treating physician.”	“According to the test, you can lower the dose.”

For statements about nutrients, your team uses only authorized claims in their official wording, such as “Magnesium contributes to a reduction of tiredness and fatigue” (Regulation (EU) No 432/2012). The rules for advertising are explained in Advertising health services; how to explain reports without exaggeration is shown in Explaining a genetic report clearly.

Six customer questions everyone can answer

At the counter, questions rarely come in the order of the process. It helps if everyone on the team knows these answers:

“How long does it take?” The analysis takes 4 days in the lab, plus shipping of the sample and production of the products.
“Who sees my result?” You agree on that beforehand in the consent. At Novogenia, the pharmacy decides whether it sees its customers’ reports.
“Can I get the report in my language?” Reports are available in up to 18 languages, digitally via a secure portal and printed on request.
“Do I have to repeat the test?” As a rule, no – your genes do not change over your lifetime. With every new production run, however, the formula is recalculated, for example with an updated questionnaire or new blood values.
“What happens next?” You pick up your products at the pharmacy. One delivery of daily portions lasts 90 days; then the next one follows.
“Is this a medicine?” No. Personalized food supplements are foods and do not replace a balanced diet or medical treatment.

What happens after the first delivery and how you accompany customers is described in Reorders and subscriptions: customer loyalty.

Your training plan in six steps

Lay the foundation: Everyone with customer contact watches the relevant NOVO Academy lectures – at their own pace, within the shift schedule.
Agree on a shared language: Create a short glossary and a list of approved phrases, including for the phone and social media.
Run through the process: Go through all the steps together once – from consent and the saliva sample to pickup.
Practice conversations: Role-play report sessions, including the hard moments: questions about a disease, about medications or about the price.
Start in pairs: Experienced and new team members hold the first conversations together.
Collect questions and refresh: Note what customers ask and add to your answers. Refresh your knowledge whenever a new product or analysis is added.

What training does not change

Training expands your team’s knowledge – it does not change the legal framework. Medical analyses remain reserved for physicians where the law requires it; in Germany, this includes pharmacogenetics (Section 3 No. 7(c) and Section 7 GenDG). What applies in Germany, Austria and Switzerland is summarized in Law: what pharmacies must consider.

A NOVO Academy certificate shows that someone has completed a topic. Call it exactly that – and do not create the impression of a state qualification.

Checklist: is your team ready?

All roles are assigned and known, including deputies.
Everyone with customer contact knows the basics from the NOVO Academy.
The glossary and approved phrases are at the counseling desk.
The process has been run through completely once.
Everyone knows when to refer to a physician.
In Switzerland, the initiating pharmacist’s presence when the sample is taken is planned in.
Frequent questions are collected and discussed regularly.

Frequently asked questions

What does the NOVO Academy cost?

Nothing. The NOVO Academy is free of charge. It consists of video lectures by Dr. Daniel Wallerstorfer on the science behind Novogenia’s genetic analyses – about 5 hours of video per language.

Does my team have to complete the Academy?

No. The NOVO Academy is not mandatory for partners. Anyone who explains reports and advises on food supplements should master the basics, though – and the Academy is a good, free way to get there.

Which languages is the training available in?

In seven languages: German, English, Czech, French, Portuguese, Italian and Dutch. That helps teams in which not everyone speaks the local language as their first language. The topics vary slightly by language; the current overview is on the NOVO Academy page.

Does my team receive a certificate?

Yes, for each completed topic. Call it exactly that in your communication: a NOVO Academy certificate for the respective topic. It does not replace a state qualification or a professional license.

Who in the team looks after the saliva sample?

In Germany and Austria, the customer gives the saliva sample following the instructions in the kit; a trained team member explains the steps and makes sure the sample is clearly assigned. In Switzerland, the sample for lifestyle analyses is taken in the presence of the initiating pharmacist (Art. 34(3) GUMG).

Personalized health in your pharmacy?

Tell us about your pharmacy and your customers – we will show you which model fits.

Request a project →Offer for pharmacies

Note: This guide is general information for businesses and professionals and does not replace medical or legal advice. The genetic traits determined in a genetic analysis are well documented (each gene included is backed by at least three independent studies); recommendations derived from them are logical conclusions, not scientifically proven. Regulations can change; errors and changes excepted.