Not allowed, now what?

Every store you enter is the manager’s space. How you present yourself sets the tone for the visit and impacts how the brand is represented. 

Even if you’ve done dozens of these, always treat each visit like it’s your first. A polite introduction, a smile, and professionalism go a long way in ensuring you’re welcomed back.

Introduce Yourself

• Politely greet the Manager (or person in charge).

• Introduce yourself on behalf of Reynolds American.

• Keep it short, confident, and professional, you’re here to support their store and help sales.

Present Your Credentials

• Show your custom digital badge.

• Hand the Letter of Authorization (LOA) to the Manager

If the Manager refuses or asks you to leave, stay calm and respectful. In the survey, select the correct refusal reason and record the Manager’s name (or, if they weren’t available, note the name and title of the person you spoke with).]

Your details matter here, so please share the instore experience, so we can understand why the refusal happened.

Need more help? Go to Chat with Steve in the main menu of your app → Type “in-store support” → Follow prompts to get live help.