In a deli, when a trainee cannot answer questions about cheese differences, what should the remaining associate do to save the sale?

• A. Explain to the customer that he is new, and apologize that he cannot be more helpful.
• B. Ask the customer to come back later when the other employee is back from lunch to make the best choice.
• C. Offer the customer samples of the cheeses she is interested in, and express interest in her reactions.
• D. Suggest that the customer buy a different product that the associate knows more about.

Answer: (C)

When a team member can’t answer cheese-difference questions, the smart move is to turn the moment into a hands-on, customer-focused experience. Offering samples of the cheeses the customer is curious about lets her taste, compare textures, and notice nuances herself. This active involvement helps the customer feel guided and cared for, and it buys time to confirm details or involve a more knowledgeable colleague without losing the sale. It shows initiative, builds trust, and makes the interaction memorable, increasing the chance she’ll buy something she loves.

Other options miss the chance to engage the customer directly or add friction: apologizing and explaining the trainee’s inexperience doesn’t move the sale forward; asking the customer to return later creates inconvenience; and suggesting a different product avoids addressing the customer’s current interest, which can feel dismissive.