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 product packaging to confirm age suitability.   

What are the symptoms?

Ask the customer to describe all of the symptoms so that you can establish that they have an allergy and decide what the most appropriate treatment will be, or if they should be referred.

How long have the symptoms been present?

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

Action already taken?

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

Medication?

It is important to refer customers who are taking prescribed or OTC medicines or who have a medical condition to the pharmacist.

You don’t have to ask these questions in order, and a customer might give you some of this information without you asking.

As long as you get them into the conversation, you should be able to find out the information you need in order to make a recommendation. The golden rule to remember is: if in doubt, refer to the pharmacist.