| Using
encouragers - keeps the patron talking and you listening |
|
| Asking open
questions - overhead; if the patron answers your questions with one word,
they’re not open - get them talking |
|
| Situation, gap,
use |
|
| Giving opinions
and suggestions - stick to advice about literature; medical, legal and
business concerns |
|
| Closing - often
natural; some problem patrons; try not to let the patron feel you’re being
interrupted |
|