Question

A customer comes into the store wishing to purchase a particular item. You DO NOT have the item, so you attempt to sell him a similar item. The customer is committed to buying that one specific item and you can special order it from the vendor. Why should you order the item?

Answer 1

Special ordering an item demonstrates a high level of customer service and helps to build a positive relationship with the customer.

Step-by-step explanation:

When a customer enters a store with the intent to purchase a specific item, and the store does not have it in stock, the store should consider special ordering the item from the vendor. This action is beneficial for several reasons. Firstly, it shows commitment to customer service, as the store goes the extra mile to fulfill the customer's needs.

Special ordering the item also helps in building a positive relationship with the customer, which can lead to repeat business and potential referrals, boosting the store's reputation. Moreover, by avoiding tying sales, where the purchase of one product is contingent upon the purchase of another.

Instead, the store could utilize techniques like the foot-in-the-door approach to encourage additional purchases without compromising the customer's initial intent. This approach, which involves agreeing to small requests leading to larger ones, can be effective without being forceful or creating dissatisfaction.