Question

While shopping online, a customer saw an item on discount and went to the store to buy it. However, the item was not available in the store. The store apologized for the inconvenience. What should the store do next?

1) Offer a rain check for the item
2) Provide a discount on a similar item
3) Suggest an alternative product
4) Refund the customer's money

Answer 1

The store can respond to the customer's inconvenience by offering a rain check, providing a discount on a similar item, suggesting an alternative product, or refunding the money. L.L. Bean uses a money-back guarantee and a reputation for quality to reassure online customers. Option 1 is the correct answer.

Step-by-step explanation:

When a customer finds that an online discount is not honored in-store due to the item being unavailable, the store has several options to manage the situation effectively. The store can offer a rain check for the item, allowing the customer to purchase it at a discounted price once it's back in stock.

Another option is to provide a discount on a similar item, which may satisfy the customer's needs while honoring the spirit of the original deal. The store could also suggest an alternative product that meets the customer's needs. If no satisfactory solution can be found, the store may choose to refund the customer's money to maintain goodwill.

L.L. Bean's strategy of using a money-back guarantee combined with building a strong reputation for quality can be a successful way to reassure customers facing imperfect information. This places confidence in the minds of customers who cannot physically inspect products before purchase.

Such assurances make it easier for buyers to trust the company and feel secure in their transactions, which is critical for firms that primarily operate through non-physical storefronts.