If a customer asks for a specific brand while store associates are stocking shelves, what should the staff do?

• A. Walk the customer over to the brand and ask color and size preferences.
• B. Politely tell the customer where to find the requested brand.
• C. Point the customer in the direction of the requested brand.
• D. Tell the customer exactly where to find the brand, then go to the register to be ready.

Answer: (A)

When a customer asks for a specific brand while staff are stocking shelves, the most helpful move is to walk the customer to the brand and ask color and size preferences. This approach shows you’re actively listening and ready to assist, making the shopping experience personal and efficient. By guiding them directly to the item and confirming the exact variant (color and size), you verify availability on the spot and reduce back-and-forth, which speeds up the purchase and boosts customer satisfaction. It also signals attentiveness and investment in helping, rather than leaving the customer to search on their own or guessing which variant they want. Other tactics that merely point them in a direction or hurry off to the register don’t provide the same immediate clarity or level of service. If the brand isn’t available, you can offer the best alternative options while still maintaining proactive assistance.