What is the best initial step when a customer asks to locate a product?

• A. Deflect to another employee
• B. Hide the product
• C. Provide the location and summarize key features
• D. Offer the price only

Answer: (C)

The best initial step is to guide the customer to the product’s location and offer a brief summary of its key features. This approach addresses both the practical need—finding the item quickly—and the decision-making need—understanding why it’s right for them. Providing the exact location removes uncertainty and speeds the shopping process, while a quick feature overview highlights what makes the item valuable and relevant to the customer’s needs, which can build interest and confidence.

Other options slow things down or miss the point: deflecting to another employee delays help and can frustrate the customer; hiding the product is unethical and defeats the purpose of assisting them; offering only the price ignores whether it meets their needs and doesn’t help them navigate to the item. By combining location with a concise feature reminder, you show helpfulness, efficiency, and a focus on the customer’s situation.