Additional advice

Tips on refusing a sale¹

Many people will be flattered at being asked for ID, but if you do have to refuse a sale it can feel awkward.

It’s important to be positive in your refusal. Have a firm tone of voice, be confident and use direct eye contact. The law is on your side and you are doing the right thing.

If the situation gets worse:

• Don’t allow yourself to be drawn into any arguments
• Don’t use confrontational body language and keep a safe distance, preferably using a counter or till point as a barrier
• Call your manager for support if necessary.

References:

1. https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/696168/Tips_on_refusing_a_sale.pdf