Steps 1 and 2
In order to offer customers information and advice that is tailored to their individual needs and requirements, it is important to gather as much information from them as possible. Finding out what they already know, listening to what’s important to them and what they need and want to get out of the consultation will allow you to plan how best to support them.
Any information and advice you give them should be relevant, free of jargon and easy to understand so that they can move forward with a plan they feel comfortable with.
01: Background
One of the first steps in any consultation is to establish what the person already knows and what they would find helpful to know so that you can offer the most useful information to them. This will also help you to understand their level of knowledge so that you can use the most appropriate language.
02: Order of importance
Providing the most important information first means the key points that the customer needs to know don’t get lost in the wider explanation, or forgotten altogether.