Steps 3 and 4
03: Chunk and check
When presented with a lot of information, many people struggle to understand and take on board everything that is being said. You should therefore provide information in manageable chunks and make sure the customer understands each chunk and has the chance to ask questions before moving on to the next. This process is often known as ‘chunk and check’.
04: Visual aids
Some people may find leaflets and diagrams useful and they can be used to explain and give information, as well as support what you’re telling the customer. But make sure they are appropriate – remember, some people can’t read but can hide it well.