A customer is buying their first phone and has chosen a device; what should you do?

• A. Ask additional questions to confirm that the phone will meet the customer needs.
• B. Sell the device they want and move on to the next customer.
• C. Suggest you know more about phones than he does, and recommend the device.
• D. Ask a coworker to validate your opinion of the phone to convince the customer your choice is best.

Answer: (A)

Understanding what the customer needs is essential here. Even though they’ve already chosen a device, the best approach is to ask targeted questions to confirm the phone will truly meet their first-time-use needs. Inquire about budget, comfort with technology, how they plan to use the phone (calls, texts, data, apps), preferred carrier, and how much help they want with setup. These questions help you tailor guidance on practical details like storage, battery life, screen size, camera features, and accessibility options, so the choice aligns with their daily use.

This approach builds trust and confidence, showing you’re listening and aiming to fit the product to the customer, not just push a device. It also reduces the risk of dissatisfaction or unnecessary returns. Relying on your own opinion or pulling in a coworker to validate the choice can undermine the customer’s trust and blur who the recommendation is for, especially for someone buying their first phone.