When a customer asks for help, how should you respond?

• A. Greet the customer, ask how you can assist, and offer help as needed.
• B. Ignore the request and walk away.
• C. Tell them to look themselves.
• D. Only help if they mention the exact aisle.

Answer: (A)

When helping a customer, the behavior that creates a positive shopping experience is to be welcoming, attentive, and ready to assist. A friendly greeting right away signals that you’re available and interested in helping with their needs. Asking how you can assist shows you want to understand what they’re looking for, and offering help as needed keeps the interaction helpful without being pushy. This approach makes it easy for the customer to share their goal—whether they need directions, product details, or help locating something—and it allows you to guide them efficiently to a solution.

Choosing to ignore the request or dismiss them with “look yourself” cues a lack of interest and can leave the customer frustrated. Limiting help to only when they mention an exact aisle is too restrictive and can slow them down, reducing their willingness to rely on you in the moment.