What should a sales associate do if they do not understand a customer with a disability?

• A. Ask a manager for assistance.
• B. Speak more clearly.
• C. Pretend to understand.
• D. Use shorter sentences.

Answer: (A)

When you can’t understand a customer with a disability, bring in the right help to ensure clear communication and the needed accommodations. The best action is to ask a manager for assistance because they can provide or coordinate the appropriate support, involve specialists if needed, and make sure the interaction respects the customer’s needs and the store’s accessibility policies. Trying to just speak more slowly or shorten sentences isn’t reliable for all situations and can come across as patronizing, while pretending to understand would mislead and harm trust. Escalating to a trained colleague or supervisor keeps the service professional and focused on a positive customer experience.