What is the correct protocol when a customer requests information about a specific product?

Engaging and informing the customer is the most appropriate protocol when they request information about a specific product. This approach ensures that the customer feels valued and enhances their shopping experience. By actively engaging with them, you not only address their immediate query but also demonstrate your knowledge and willingness to assist, which can help build trust and loyalty to the store.

Providing a brochure, while informative, may not offer the personalized experience that many customers appreciate. Simply directing them to another employee can be perceived as unhelpful or dismissive, especially if the customer is looking for immediate assistance. Ignoring the request is never an acceptable response, as it can lead to customer dissatisfaction. Engaging directly allows you to provide tailored information and further engage with the customer's needs, fostering a better overall experience.