During a sale, if the phone rings and you're supposed to answer within three rings, what should you do?

• A. Answer the phone and continue to help the customer at the store at the same time.
• B. Put the caller on hold, excuse yourself, and go find another sales associate to handle the call.
• C. Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer.
• D. Excuse yourself, answer the phone, and ask the caller if you can call him/her back.

Answer: (C)

The main idea here is how to balance in-store customer service with prompt phone etiquette. The best approach is to excuse yourself, answer the phone within three rings, and if the caller needs a quick answer, provide it briefly, then get back to helping the in-store customer. This shows respect for both people: you meet the expectation to answer the call promptly and you don’t leave the store customer waiting longer than necessary. It’s better than staying with the in-store customer while trying to handle the call, which splits your attention, or leaving to find another associate, which can delay both parties. Delaying a response to the caller by offering a callback can frustrate them, whereas giving a concise, helpful answer and returning to the customer keeps everyone served efficiently.