A bakery customer asks why a change was made. Which approach should the associate take?

• A. Explain that it is not clear.
• B. Use the information in the memo to answer the customer's question.
• C. Ask the customer to fill out a card questioning the change.
• D. Check with the supervisor about the best way to handle the customer's question.

Answer: (D)

When a customer asks why a change was made, the best approach is to pause, acknowledge the question, and check with a supervisor to determine the approved way to respond. This ensures you share information that’s accurate, authorized, and aligned with store policy, which builds trust and avoids guessing or misrepresenting the reason behind the change. If there’s a memo or official communication, you can refer to it, but having a supervisor confirm the best wording helps ensure consistency and completeness in the explanation. This shows the customer that the change was considered at an appropriate level and that you’re providing a thoughtful, backed-up answer.