Listen, explain, plan

This module is about helping your customers
get the best out of their consultation. It will consider how you can ensure that by listening to the needs of the customer, you can appropriately plan the advice and support you give to them.

Learning objectives:

After studying this module you should:

• Understand the importance of gathering as much information about the customer as possible
• Be able to outline the key structural elements of successful consultations so you can offer the best service each time
• Be aware of what you can do to ensure the customer understands the information given, including verbal and visual cues.