Question

If the store does not offer the specific one of a kind particular product the customer is looking for your FIRST option should always be to

A) convince the customer he doesn't need it anyway
B) Suggest alternatives that your store does carry
C) Immediately refer him to a competitor
D) Inform him of the drawbacks of the product he is seeking
E) Offer to special order the item.

Answer 1

Suggesting alternatives is the best initial option for a store that doesn't carry the requested product. Reassuring customers may involve guarantees or leveraging a quality reputation. Tying sales should be avoided as they can lead to customer dissatisfaction.

Step-by-step explanation:

When a customer is looking for a product that a store does not carry, the first option should be to B) Suggest alternatives that the store does carry. By doing so, a seller can provide valuable assistance while possibly meeting the customer's needs with a similar or complementary product. Confronted with imperfect information, the seller should work to reassure the customer. This could involve providing money-back guarantees or highlighting an established reputation for quality, as in the case of mail-order firms like L.L. Bean. Tying sales, where one product's purchase is contingent on buying another, is generally seen as controversial and should be avoided, as it can harm customer choice and satisfaction.