While showing a customer merchandise, a query about high prices is overheard. What is the best way for the associate to respond?

• A. Suggest another store in the area that has lower prices, and tell the customer how to get there.
• B. Agree with the customer and let her know that the store is getting ready to have a sale and to check back next week for discounts.
• C. Ask the customer if she has ever shopped in your store before to determine if she can afford the merchandise.
• D. Inform the customer that the store carries a range of price points and offer to show the customer around the store.

Answer: (D)

When a customer questions price, the best move is to acknowledge that the store offers a range of price points and actively help them find options that fit their budget. This shows empathy, keeps the sale in-house, and demonstrates value across the assortment. By offering to show the customer around and point out items at different price points, you invite them to explore choices without feeling pressured or judged, increasing the chances they’ll find something they love within their budget.

Suggesting another store shifts the focus away from assisting the customer now and risks losing the sale. Agreeing there will be a sale next week relies on timing and may feel vague or unhelpful. Asking about past shopping to gauge affordability can come off as judgmental and irrelevant to the current needs. The strongest approach is to openly present the store’s range and guide the customer to suitable options.