A customer with allergies asks for help choosing a scarf; what should the associate do next?

• A. Offer to test scarves to see which will not cause an allergic reaction.
• B. Ask questions to learn which fibers she can use, and then help her find scarves in that material.
• C. Suggest that the customer look at scarves and then say that another associate will be there in 15 minutes to help.
• D. Show the customer where the scarves are and then point out that the labels include information on the fiber content.

Answer: (B)

When a customer has allergies, the first step is to understand which fabrics they can safely wear. By asking targeted questions about fiber sensitivities and then guiding the customer to scarves made from those approved materials, you tailor the help to prevent reactions and make a confident, risk-free choice. This proactive approach shows care and helps the customer feel safe about their purchase.

Testing scarves on the customer isn’t appropriate because it could trigger a reaction and isn’t a reliable way to determine safety. Delaying assistance by waiting for another associate reduces service quality. Simply pointing out where scarves are and mentioning label information is helpful, but it doesn’t quickly identify safe options for the customer’s specific allergies.