Adopting a proactive approach
ADOPTING A PROACTIVE APPROACH
On this screen we have three different customer scenarios. For each scenario, think about how you could be proactive and add value to your conversation with this customer. Once you have done this, click on each customer scenario to see some further suggestions.
AN EVERYDAY BODY LOTION
CUSTOMER PURCHASING
AN EVERYDAY BODY LOTION
You could ask if they have used this product before and if they find it is moisturising their skin. If not, you could recommend an emollient such as Aveeno®.
When recommending an emollient, you can use this opportunity to provide advice on how much to use and how often to apply it.
AN EMOLLIENT PRODUCT
CUSTOMER PURCHASING
AN EMOLLIENT PRODUCT
You could ask if they have used this emollient before and if it is working. If not, you could ask how often they are using it and how much they are using; they may not be aware of how the emollient should be used. Or it may not be the most appropriate emollient for them; some people benefit from using different emollients at different times of the year. For example, during the winter when the weather is colder and they have their heating on more at home, they may benefit from a more intensive emollient.
CUSTOMER COMES TO PICK UP THEIR REPEAT PRESCRIPTION AND FINDS THAT THEIR EMOLLIENT IS NO LONGER PRESCRIBED
You could ask which emollient they have been using and highlight that many prescribed emollients can also be purchased over the counter, and show them some alternatives.