Understanding the customer
UNDERSTANDING THE
CUSTOMER
As mentioned in the video, 78% of customers suffer from either sleep or stress related issues. However, only 36% seek treatment.13
As we know, poor sleep and high levels of stress can severely impact health, so it is imperative that these conversations are encouraged.
By understanding what commonly holds customers back from having conversations about sleep and stress you can address their concerns and needs with simple advice and support. Asking the correct questions can help you identify their underlying concerns, tackle some of these issues and find the correct solution for them.
The flashcards below show examples of what might be holding them back.13
Click the flashcards to discover questions you can ask to start addressing these concerns
aren’t natural/too medical”
TACKLING BELIEF
“Are you looking for a more natural
way to help with sleep and stress?”
TACKLING CONCERN
“Are you looking for something non-medicated or something you don’t have to ingest? For example a spray?”
about the products”
TACKLING EDUCATION
“There are different types of products and medicines available to help you unwind and relieve daily worries before sleep. Would you like me to show you?”
with the condition”
TACKLING EFFICACY
“Would you like advice about a fast-acting, clinically proven sleep aid?”
Next steps…
Walk around your pharmacy today and identify which sleep and stress relief products are available.
UPCOMING MODULES
Keep an eye out for the next training modules which will explore different ways to manage sleep and stress with product recommendations, and help you identify when to reassure and refer.
YOUR OTC CHOICE OF SLEEP & STRESS SOLUTIONS
TO MEET DIFFERENT NEEDS
1. Medic G, et al. Short- and long-term health consequences of sleep disruption. Nat Sci Sleep. 2017 May 19;9:151-161.
2. Legg T, et al. How to tell if stress if affecting your sleep. 2018. https://www.medicalnewstoday.com/articles/322994
3. NHS. Stress. 2022 Available at https://www.nhs.uk/mental-health/feelings-symptoms-behaviours/feelings-and-symptoms/stress/
4. Sleep Deprivation. John Hopkins Medicine. 2023 Available at: https://www.hopkinsmedicine.org/health/conditions-and-diseases/sleep-deprivation
5. Hufton C. How to get a better night’s sleep. 2018 Available at: https://www.telegraph.co.uk/property/home-improvement-6/
6. Sleep Foundation. 8 health benefits of sleep. 2023. Available at: https://www.sleepfoundation.org/how-sleep-works/benefits-of-sleep
7. Sleep Foundation. How sleep works. Understanding the science of sleep. 2023. Available at: https://www.sleepfoundation.org/how-sleep-works
8. Breus. M. The effects of cortisol on your sleep. Psychology Today. 2020.
Available at: https://www.psychologytoday.com/us/blog/sleep-newzzz/202004/the-effects-cortisol-your-sleep
9. Scientific America. Histamine: the brain's 'other' sleep-wake neurotransmitter. 2021
Available at: https://www.scientificamerican.com/custom-media/histamine-the-brains-other-sleep-wake-neurotransmitter/
10. Hirotsu C, et al. Interactions between sleep, stress, and metabolism: From physiological to pathological conditions. Sleep Sci. 2015 Nov;8(3):143-52.
11. MIND. Tips to improve your sleep. 2023
Available at: https://www.mind.org.uk/information-support/types-of-mental-health-problems/sleep-problems/tips-to-improve-your-sleep/
12. NHS. Insomnia. 2021 Available at: https://www.nhs.uk/conditions/insomnia/
13. Boxclever Sleep, Stress & Snore: U&A. 2021.
Online sources last accessed May 2025
Nytol® Herbal Tablets (GSL) contains extracts of hops, valerian and passion flower. A traditional herbal medicinal product for use in the relief of temporary sleep disturbances exclusively based on long-standing use as a traditional remedy. Adults over 18 years: 2 tablets approximately 1 hour before bed. Children under 18 years: Not recommended. Take continuously for 2–4 weeks. Seek medical advice if symptoms persist after 4 weeks. Contraindications: Known hypersensitivity to ingredients. Precautions: Avoid concomitant use of alcohol, hypnotics or synthetic sedatives. Use with caution during pregnancy/lactation. Side effects: GI disturbances, hypersensitivity, tachycardia, dizziness, headaches, nightmares or vivid dreams. THR 20894/0073. THR Holder: Brunel Healthcare Manufacturing Ltd, William Nadin Way, Swadlincote, Derbyshire, DE11 0BB. Revision date: 12/2023. RRP (Inc. VAT): 30s £6.89
SPC: https://mhraproducts4853.blob.core.windows.net/docs/a300e12ea66a754c68e5b2f7542da6e6db971844
Nytol® Herbal Simply Sleep One-A-Night Tablets (GSL) contains valerian root extract. A traditional herbal medicinal product for use in the temporary relief of sleep disturbances exclusively based on long-standing use as a traditional remedy. Adults over 18 years: 1 tablet approximately 30-60 minutes before bed. If necessary, 1 additional tablet can be taken earlier during the evening. Children under 18 years: Not recommended. Take continuously for 2–4 weeks. Seek medical advice if symptoms persist after 4 weeks. Contraindications: Known hypersensitivity to ingredients. Precautions: Avoid concomitant use of alcohol, hypnotics or other sedatives. Use with caution during pregnancy/lactation. Side effects: GI disturbances, dizziness, headaches, nightmares or vivid dreams. THR 01074/0002. THR Holder: G. R. Lane Health Products Limited, Sisson Road, Gloucester, GL2 0GR, United Kingdom. Revision date: 12/2023. RRP (Inc. VAT): 21s £7.49
SPC: https://mhraproducts4853.blob.core.windows.net/docs/a03f67276eda32c765e838cad104eab252189c64
Nytol® Herbal Simply Sleep & Calm Elixir (GSL) contains extract of valerian. A traditional herbal medicinal product for use in the temporary relief of symptoms of mild anxiety and to aid sleep, exclusively based on long-standing use as a traditional remedy. Adults over 18 years: For mild anxiety: two 5ml spoonful’s three times a day with water or fruit juice if desired. To aid sleep: two 5ml spoonful’s 30 minutes before bedtime with an earlier dose during the evening if necessary. Maximum dose: 4 single doses per day. Take continuously for 2-4 weeks. Seek medical advice if symptoms persist after 4 weeks. Children under 18 years: Not recommended. Contraindications: known hypersensitivity to ingredients. Precautions: Avoid concomitant use of alcohol, hypnotics or other sedatives. Contains sucrose. Use during pregnancy/lactation not recommended. Contains alcohol (1300mg ethanol in each 5ml) which should be taken into account in high-risk groups such as those with liver-disease or epilepsy. Harmful for those suffering from alcoholism. Side effects: GI disturbances, dizziness, headaches, nightmares or vivid dreams. THR 28255/0017. THR Holder: Rutland Biodynamics Ltd, Town Park Farm, Brooke, Rutland, LE15 8DG, United Kingdom. Revision date: 12/2023. RRP (Inc. VAT): 100ml £7.49 SPC: https://mhraproducts4853.blob.core.windows.net/docs/d2ae5949f3e9cadfc13024a067d41b6b5f93228f
Nytol® One-A-Night 50mg Tablets (P) contains diphenhydramine hydrochloride. An aid to the relief of temporary sleep disturbance. Adults and children 16 years and over: 1 tablet taken 20 minutes before bed. Children under 16 years: Not recommended. Do not use for more than 2 weeks without medical advice. Avoid concomitant use of alcohol or other antihistamine-containing preparations. Contraindications: Stenosing peptic ulcer, pyloroduodenal obstruction, known hypersensitivity to ingredients. Precautions: Use with caution with the elderly, during pregnancy/lactation, myasthenia gravis, epilepsy or seizure disorders, narrowangle glaucoma, prostatic hypertrophy, urinary retention, asthma, bronchitis and COPD, moderate to severe renal or hepatic impairment, intolerance to some sugars. Interaction with CNS depressants (including alcohol), monoamine-oxidase inhibitors, anticholinergic drugs (e.g. atropine, tricyclic antidepressants), metoprolol, venlafaxine. Side effects: Fatigue, sedation, drowsiness, dizziness, dry mouth, tachycardia, palpitations, convulsions. PL 02855/0070. MAH: Omega Pharma Limited, Wrafton, Braunton, Devon, EX33 2DL, United Kingdom. Revision date: 01/2024. RRP (Inc. VAT): 20s £7.89
SPC: https://mhraproducts4853.blob.core.windows.net/docs/6f189ae1f884c534132cb8d23acf4f4abf42a8a1
Nytol® Original 25mg Tablets (P) contains diphenhydramine hydrochloride. An aid to the relief of temporary sleep disturbance. Adults and children 16 years and over: 2 tablets taken 20 minutes before bed. Children under 16 years: Not recommended. Do not use for more than 2 weeks without medical advice. Avoid concomitant use of alcohol or other antihistamine-containing preparations. Contraindications: Stenosing peptic ulcer, pyloroduodenal obstruction, known hypersensitivity to ingredients. Precautions: Use with caution with the elderly, during pregnancy/lactation, myasthenia gravis, epilepsy or seizure disorders, narrowangle glaucoma, prostatic hypertrophy, urinary retention, asthma, bronchitis and COPD, moderate to severe renal or hepatic impairment, intolerance to some sugars. Interaction with CNS depressants (including alcohol), monoamine-oxidase inhibitors, anticholinergic drugs (e.g. atropine, tricyclic antidepressants), metoprolol, venlafaxine. Side effects: Fatigue, sedation, drowsiness, dizziness, dry mouth, tachycardia, palpitations. PL 02855/0071. MAH: Omega Pharma Limited, Wrafton, Braunton, Devon, EX33 2DL, United Kingdom. Revision date: 12/2023. RRP (Inc. VAT): 20s £5.69
SPC: https://mhraproducts4853.blob.core.windows.net/docs/7f93d6505227f518e3b8592c213ec04c82b6e5d0
Nytol® Liquid Caramel Flavour 10mg/5ml oral solution (P) contains diphenhydramine hydrochloride. As a sleep aid: as a short-term mild hypnotic. Adults and children 16 years and over: 10 to 25ml at bedtime, or after retiring when sleep is not readily achieved. Children under 16 years: Not recommended. Avoid concomitant use of alcohol or other antihistamine-containing preparations. Contraindications: Stenosing peptic ulcer, pyloroduodenal obstruction, known hypersensitivity to ingredients. Precautions: Use with caution with the elderly, during pregnancy/lactation, myasthenia gravis, epilepsy or seizure disorders, narrowangle glaucoma, prostatic hypertrophy, urinary retention, asthma, bronchitis and COPD, moderate to severe renal or hepatic impairment, intolerance to some sugars. Interaction with CNS depressants (including alcohol), monoamine-oxidase inhibitors, anticholinergic drugs (e.g. atropine, tricyclic antidepressants), metoprolol, venlafaxine. Side effects: Fatigue, sedation, drowsiness, dizziness, disturbance in attention, unsteadiness, dry mouth, tachycardia, palpitations, arrhythmias. PL 02855/0313. MAH: Omega Pharma Limited, Wrafton, Braunton, Devon, EX33 2DL, United Kingdom. Revision date: 12/2023. RRP (Inc. VAT): 300ml. £10.99
SPC: https://mhraproducts4853.blob.core.windows.net/docs/167c02d5111120048823f746e3ab99437c319de3
If users experience any side effects, they should discontinue use and seek pr ofessional medical advice.
To report any potential side effects, contact us or use the MHRA’s Yellow Card Scheme available at https://yellowcard.mhra.gov.uk/ or search for MHRA Yellow Card in the Google Play or Apple App Store.