Having started a friendly conversation with a customer, she tells you that she has been experiencing a very dry scalp and asks you if there is a product that might help. You have personally experienced this condition before and having tried different products had more success with a particular brand. What do you do?

Which of the following actions are you most and least likely to take?

Most Least

A Take the customer to the different products available and help her to make a personal choice from those available.

B Empathise and mention that you had a similar issue, pointing out the product that worked for you and why you liked it, whilst ensuring the customer sees the full range of options.

C Strongly recommend the exact product you have used yourself; you really believe in the product since it was so effective for your condition.

D Although you have had experience with such products, refer the customer to your more experienced colleague in healthcare as you think they will be best placed to give appropriate advice.