A wheelchair-using customer asks for help finding a blouse while several customers are waiting at the register. After acknowledging the other customers, what should the associate do?

• A. Take the customer in the wheelchair to the blouse section and offer to return and help her after ringing the other customers in line.
• B. Ask the customer in the wheelchair to wait for a moment, page the manager for assistance, then ring the other customers.
• C. Help the first customer in line until the decision to buy is made.
• D. Apologize to her for not having enough staff on the floor, then ring the other customers in line.

Answer: (B)

When serving a customer who uses a wheelchair in a busy store, the goal is to acknowledge everyone and provide prompt, respectful assistance. After you acknowledge the customers waiting at the register, quietly arrange for the needed help so the shopper gets attention without unnecessary delay. Asking the wheelchair user to wait briefly and paging the manager for assistance, then continuing to ring the other customers, ensures she receives targeted support for finding the blouse while the line is managed fairly. This approach demonstrates inclusive service and efficient use of resources, since a manager can coordinate the right help or allocate staff to assist the shopper, rather than leaving her waiting or trying to handle everything alone. Other options can delay or overlook the accessibility need or unfairly burden the line with delays or excuses.