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 patient has heartburn.
Be empathetic “That sounds (difficult/painful/uncomfortable). May I ask you some questions so I can recommend the best solution for you?”
As you build rapport during your conversation you will get an understanding of your patient’s condition.
Some specific questions to ask;
What are your symptoms?
Have you had these symptoms before?
How long have you had these symptoms?
Do you take any medicines, and do you have any other health conditions?