The WWHAM Pathway: steps 1-3
The WWHAM questions are intended to form the basis of your conversations with customers, whether you are responding to their symptoms and recommending a product or they have asked for a medicine by name. Use this pathway to help you review the way you use WWHAM.
01: Listen
Listen carefully to the customer's initial query, as they will often provide you with answers to some of the WWHAM questions before you ask them. You can then fill in the gaps in your knowledge by asking the remaining questions.
02: The way you say it
The WWHAM questions should not be asked robotically or in any particular order. The key is to get the customer talking and build the questions into the conversation naturally. Speak clearly and slowly at the right volume and speed.
03: The WWHAM Questions
W: Who is the medicine for?
It may not be for the customer
W: What are the symptoms?
You may need to ask a few more questions so that you can fully understand the symptoms.
H: How long have you had the symptoms?
Many minor ailments clear up within a few days.
A: What action has been taken?
Have they tried any medicine or treatment without success?
M: Are you taking any other medication?
It is important to ask about prescribed medicines as well as any OTC and herbal remedies as some can interact with each other.