A new cashier is working the register alone for the first time when a customer asks to write a check for $20 over the purchase total. The cashier is not familiar with the policy. What should she do?

• A. Process the check as a cash transaction and ask the manager later.
• B. Ask a fellow associate to confirm the policy.
• C. Refer the customer to the manager.
• D. Tell the customer it is against company policy.

Answer: (B)

When you’re unsure about a store policy, the right move is to verify with someone who knows it before acting. Asking a fellow associate to confirm the policy is best because it gives you a quick, accurate answer without guessing, so you handle the transaction correctly and stay aligned with store procedures. It also shows you’re seeking the right guidance and working as a team.

If a coworker isn’t available, you can escalate to the manager to confirm the proper handling. This keeps the customer informed and ensures the cashier doesn’t apply an incorrect rule.

Avoid actions like processing the check as cash or telling the customer it’s against policy without verification, since those can lead to errors, misinform the customer, or violate procedures. Referring to a manager is reasonable, but a quick first check with a colleague typically resolves the issue faster while still keeping the process compliant.