Whenever you talk to any customer, remember WWHAM:

Who is it for?

It may not be the customer who needs the treatment. Be sure to check the packaging to confirm age suitability.    

What are the symptoms?

Ask the customer to describe all of their symptoms so that you can establish the most appropriate treatment and determine whether they need a referral.    

How long have the symptoms been present?

This may help find out what is causing the allergy. If the customer has hayfever-type symptoms out of season, they may have an allergy to something else, such as dust mites.   

Action already taken?

This will clarify whether a product hasn’t helped or wasn’t appropriate for symptoms. Remember, certain nasal decongestants can cause rebound congestion if used for long periods.   

Medication? 

It is important to find out whether the customer is taking any other medication or has a medical condition. If this is the case, they should be referred to the pharmacist.