Reach out to the customer when needed. Providing the righteous information to the customer about the product or service without any strings attached. No assumptions are entertained by customers. Make him aware of the facts. If an associate is NOT sure about certain information, the onus is on the associate either to redirect the customer to the right source. Never abandon a customer in the middle of a transaction or a conversation. Make him aware that help is right on the way and fetch him the customer. If possible try fetching the information for the customer, which will only enhance the learning of the associate. Product knowledge is critical for the growth of the associate as well as helps the customer build trust on an associate. It is understood that majority of the product knowledge sources are being driven by the internet. But, then there are customers or a diaspora of customers who still consider a human intervention with respect to the product knowledge. Fill in the dearth for the customer and the customer in-turn will become loyal to the chain. Ensure that the customer doesn't have any issues. Don't give upon your customers. Always ensure that you keep them satisfied for them to come back. They are the bread winners for associates.