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Posting as :
works at Nordstrom
▸ Jobs in Retail & Hospitality
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Rising Star

How do you handle small talk with a customer who has started to ask too many personal questions? It can get awkward and it’s hard to say you don’t want to answer without sounding rude

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Posting as :
works at
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a Retail Associate 1
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I usually deflect questions if the person is just being too nosey. I don't mind getting into conversations with people, but some people want to know your personal business. I always remember that some people are quite lonely and talking to someone in a store might be the only conversation they have that day, so I don't want to be too brusque. So I just find some lighthearted way of deflecting.

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Pen icon, author badge Author works at Nordstrom
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Rising Star

That’s also true, that some people don’t get much interaction. It’s a fine line though, being polite and sharing info that makes you uncomfortable and keeping your boundaries without coming off as cold or rude

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an Assistant Store Manager 1
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Polite, but firm. If you leave it too open, they just keep asking. I’ll say something like I’m not discussing that, or if they are being nice, I appreciate the questions, but I’m not comfortable answering.

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Pen icon, author badge Author works at Nordstrom
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Rising Star

Quick, easy and straight to the point!

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a Retail Sales Associate 1
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What kind of questions? If a customer starts taking up too much of my time or makes me feel uncomfortable, I'm usually pretty good at inventing a way out of it. "I'm so sorry, I forgot my manager asked me to...."

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Pen icon, author badge Author works at Nordstrom
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Rising Star

For me, anything beyond my work there. Like, you live around here, questions about personal relationships, or even about me like age, marriage status, kids, etc. I don’t even like discussing some of those with co workers, let along customers. It’s just that in small talk, some customers get comfortable and start asking more and more personal things, and I try to keep it light, strictly business and about the sale

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