A superstore bakery changed from in-store baking to the company's central baking plant. The bakery supervisor explains the changes in a memo. What should the associate do when a customer asks why the change is taking place?

• A. Explain that it is not clear why the company made the change.
• B. Use the information in the memo to answer the customer's question.
• C. Asked 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 about a change, your response should come from an official, approved source and be delivered in a consistent way. The best step for the associate is to check with the supervisor to confirm the approved explanation and the recommended way to communicate it. This ensures accuracy, prevents guessing, and aligns the customer experience with company policy. If there is a memo with the official rationale, you can use it, but only after confirming with the supervisor how to present it. Saying there’s no clear reason is not helpful, and asking the customer to fill out a card doesn’t address their question.