Start with the customer’s need
Fictional example: Northstar Market reusable food-storage containers
This example uses fictional products and comparison details. Ask what the customer wants the product to do and what constraints matter, then compare only details you can verify on the package or in approved local product information.
Start with: “What matters most for how you plan to use or store these?”
Compare the observable differences
Illustrative product details only; verify actual attributes against current approved local information.
- Northstar Nest Set:
- Short, rectangular containers
- Northstar Tall Set:
- Taller, rounded containers
- Northstar Nest Set:
- Snap-on lids
- Northstar Tall Set:
- Twist-on lids
- Northstar Nest Set:
- Three containers and three lids
- Northstar Tall Set:
- Two containers and two lids
Match the option to the stated need
Use the customer’s priorities to guide the comparison, not assumptions about performance.
- The customer wants a short rectangular shape Show the Northstar Nest Set’s shape beside the Northstar Tall Set. Ask which form better fits the customer’s storage space; do not promise a particular storage result.
- The customer prefers a twist-on closure Point out the Tall Set’s twist-on lids and let the customer inspect the closure. Do not infer leak resistance or suitability for a specific use.
- The customer needs more pieces in the set Compare the listed piece counts on the package or approved product reference: three containers and lids in the Nest Set, two in the Tall Set.
Demonstrate the difference
- Place the two options side by side and identify the visible shape difference.
- Show each closure as designed, without making a performance claim.
- Count the included containers and lids using the packaging or approved product reference.
- Summarize the customer’s stated priority and the matching observable detail.
Worked example: A customer says, “I’m comparing shapes for my cupboard.” The associate replies, “This set has short rectangular containers; this one has taller rounded containers. Which shape looks closer to what you need?”
Questions that need an approved answer
Do not infer claims that are not stated in current approved product information.
Is either set more durable?
Do not compare durability unless the current approved product information states a specific, applicable claim. If it does not, tell the customer you cannot verify that comparison and ask the designated product-category owner for guidance.
Are these containers suitable for a particular food, temperature, or appliance?
Use only the exact, applicable information in the approved local product reference or packaging. Do not infer food-contact suitability or use conditions from the container’s appearance or material.
What warranty or other coverage applies?
Do not promise warranty terms or coverage from memory. Check an approved, current reference or route the question to the designated product-category owner.
Close with a clear next step
Reflect the customer’s stated need, name the relevant visible or listed difference, and let the customer decide which option fits. Before repeating any claim about performance, materials, suitability, or coverage, verify that the claim appears in current approved product information for the applicable location and sales channel. For an unanswered or conflicting claim, pause the claim and consult the designated product-category owner.