Support a senior shopper choosing a simpler device experience

A senior shopper may ask for a simple phone while meaning larger text, easier calling, help with a familiar feature, or a device that family can support. The retail sales consultant should let the shopper name the experience they want before demonstrating options.

Ask what their current device makes difficult and what they use most often. Offer to adjust display or sound settings during a demonstration when appropriate. If a family member joins the conversation, keep the shopper involved and confirm who has authority for any account action. Use approved terms when explaining plans, payments, and protection.

In a fictional conversation, Ruth says, “I want a phone that is easier. Mine has too many things.” Elena replies, “We can look at a few choices at your pace. What do you want to do most often, and what feels hard on your current phone?” Ruth says she calls her daughter, reads messages, and struggles to see buttons. Elena says, “Let’s try the text size and calling screen on these devices. You can tell me what feels comfortable. When you are ready, I will explain the current account and plan details clearly.”

The decision is whether simplicity means the same thing for every shopper. Listening makes the demonstration relevant. A shopper should leave knowing the feature they tested, the cost information they reviewed, and the next action they chose.

Practice a three minute device demonstration with a teammate. Ask two routine questions before touching a screen. Have the teammate identify one setting that helped, then explain the plan information without rushing through the customer’s questions.