Chapter 2: Counselling
Conversation
Greet the customer with a smile and use their name if you know it
Enquire
“How may I help you today?” - your customer wants to stop smoking.
Be encouraging “That is a great health move, and a big step, what have you tried before?” – Your customer has tried unsuccessfully to quit several times.
“May I ask you some questions so I recommend the best solution for you?”
During the conversation you will get a sense of how serious their desire to quit is – see the 5 stages below.
What medicines do you take, and do you have any health conditions?
How soon after you wake up do you have your first cigarette?
How many cigarettes do you usually smoke a day?
Have you tried to quit before? What happened?
How ready to quit do you feel this time? The more motivated someone is the greater the likelihood of quitting successfully.
So you have:
Asked them about their smoking habits
Assessed their readiness to quit
Advised them of the benefits of quitting, provided some lifestyle tips and suggested a support organisation to help them quit
Assisted them with NRT and other useful products.
Now:
Agree on a date for them to quit
Suggest they tell a trusted relative or friend that they are quitting, this provides them some accountability
Arrange a follow up with them a week after they quit and then monthly.