How should you respond to a customer with a food allergy when a product cross-contact risk is present?

• A. Inform them of potential cross-contact, offer alternatives, and escalate to a supervisor for alternatives.
• B. Ignore the risk and proceed to ring up.
• C. Tell them to avoid that area and not offer alternatives.
• D. Refuse to help and say there is nothing you can do.

Answer: (A)

When a customer has a food allergy and there’s a cross-contact risk, the priority is safety paired with clear, proactive service. Start by informing the customer that there is a potential cross-contact with the allergen and that you want to help them avoid exposure. Then offer safe alternatives they can use or choose, such as products free of the allergen or items that can be prepared separately to prevent contact. If you’re unsure about a safe option or needs require accommodation, involve a supervisor to discuss substitutions or alternatives that meet the customer’s safety needs. This approach shows you take their health seriously, follows store policy, and helps the customer make an informed choice with confidence.

Other approaches fail because they either ignore the risk, avoid helping the customer, or refuse assistance, which can lead to an allergic reaction and erode trust.