In a customer interaction where the customer intends to shop around, which action should the sales associate take to maintain service?

• A. Asking if the customer has other shopping to do and offering to set aside the product.
• B. Confirming the right products and accessories prior to ringing up the customer.
• C. Pressure the customer to buy now.
• D. Upsell an extended warranty to the customer.

Answer: (A)

When a customer intends to shop around, keep the interaction low-pressure and show you respect their decision-making process. The best move is to acknowledge their plan and offer practical help, such as asking if they have other shopping to do and offering to set aside the product. This approach keeps the customer in control, reduces pressure, and creates a positive experience that makes them more likely to return to you when they’re ready. Setting aside the item gives them a concrete option to revisit without risking losing the product, which helps preserve the sale for later.

The other options don’t fit as well. Confirming the right products and accessories before ringing up is useful, but it doesn’t specifically support the customer’s plan to compare options. Pressuring the customer to buy now undermines trust and can push them away. Upselling an extended warranty in this moment comes off as pushy and focused on a sale rather than supporting the customer’s shopping process.