Answer from information you can verify

Use the exact item's approved label or applicable local product reference for details such as ingredients, origin, nutrition, allergens, and storage. Do not infer a claim from appearance, a nearby product, or memory.

North Market example: A customer asks whether a packaged item contains a particular ingredient. The colleague checks that item's label. If the label does not answer clearly, the colleague says, “I’ll check with the appropriate trained colleague rather than guess.”

What to check

These are information categories, not claims about any particular product.

Identify

Product identity

Match the question to the exact product name and variant shown on the item or in the approved local reference.

  • Check the full product or variety name.
  • Distinguish similar-looking variants before answering.
Verify

Label and declared information

Use item-specific information when discussing declared ingredients, allergens, nutrition, or origin.

  • Consult the source for that exact item.
  • Route unclear or missing details to the designated trained role.
Clarify

Availability and department context

Separate what you can directly confirm at the display from details that require a local system or a colleague's confirmation.

  • Check the item and display before describing availability.
  • Do not promise a restock time unless an approved source confirms it.

Hand off an unanswered question

Use this coordination pattern when available product information does not settle the question.

  1. 1

    Identify the exact item

    Note the product name and variant so the question is about the correct item.

  2. 2

    Say what you checked

    Tell the customer which item-specific label or approved local reference you consulted, without adding an unverified claim.

  3. 3

    Route the unresolved detail

    Ask the appropriate trained local role to clarify the detail and let the customer know you are checking before answering.