If a customer asks about cross-contact risk and you are unsure about a suitable alternative product, what should you do?

• A. Escalate to a supervisor for alternatives.
• B. Guess and suggest a random product.
• C. Ignore the concern.
• D. Tell them to check online.

Answer: (A)

When a customer raises cross-contact concerns and you’re unsure of a safe alternative, involve a supervisor to review options and confirm a suitable substitution. This ensures you’re providing accurate, up-to-date allergen information and following store policies, which protects the customer’s health and supports reliable service. Guessing or proposing a random product could risk exposing the customer to allergens, while ignoring the concern or directing them to check online may not offer the in-store, validated guidance they need. Escalation gets you the right product reassurance and a safe alternative.