This handy 10-minute clinic is designed to act as a quick reference guide that will help you when advising customers in different category areas. The flowchart leads you through the decision-making process to help you respond to customer queries. This month, we look at the advice you can offer and the products you can recommend to customers suffering from sore throat

At a glance

Whenever you talk to any customer, remember WWHAM:

Who is it for?

It may not be the customer who needs the treatment. Remember that many sore throat products have a high sugar content and should be avoided by people with diabetes.

What are the symptoms?

Sore throats caused by viral infections are often accompanied by other symptoms, such as a blocked or runny nose and headache. 

How long have the symptoms been present?

This will help establish what may be causing the sore throat.

Action already taken?

This will help you find out if the customer has tried a product that
has not helped. 

Medication? 

It is important to refer customers who are taking other medicines, or who have another medical condition, to the pharmacist for further advice.

You don’t have to ask these questions in order, and a customer might give you some of this information without you asking. As long as you get the points covered in each question into the conversation, you should be able to find out the information you need in order to make an appropriate recommendation. 

The golden rule to remember is: if in doubt, refer to the pharmacist. Don’t be embarrassed to ask for their advice as they have a lot of information about products and symptoms to hand that you may not be aware of.

Self care tips

• Drink plenty of fluids. Warm drinks containing lemon juice and honey can be particularly soothing for the throat
• Don’t smoke
• Gargle with soluble aspirin (adults only) or warm salt water
• Don’t share drinks, cutlery, etc.