Applying the Boots Healthcare Way
Applying the Boots Healthcare Way
to your customer conversations on lifestyle changes
Welcome
A gentleman in his 50s approaches the counter. Greet him and ask how you can help.
Find out
The customer explains that he is thinking of giving up smoking and would like some advice on which Nicotine Replacement Therapy (NRT) might be best for him.
Advise
Use the WWHAM framework to gather the information you require to advise your customer on a possible course of action.
1.
Which of the following is an open question: a) Can you give me more information?
b) What kind of information are you looking for?
c) Is there any other information that you need?
2.
What open questions could you ask to help you understand whether your customer has the capability, opportunity and motivation to give up smoking?3.
What resources could you signpost your customer to?
Did you know?
Smokers are 4 times more likely to quit when using both NRT and support from an NHS stop smoking advisor.1
1) b
Reference: 1. https://www.nhs.uk/live-well/quit-smoking/nhs-stop-smoking-services-help-you-quit/