Question

A customer enters the housewares department with a printed copy of an online advertisement for a blender. The customer asks the sales associate where the blender is located. The associate knows the store is out of stock, but the customer needs the item today. What is the associate's BEST response?

A. Apologize and suggest checking another store.
B. Provide incorrect information about the blender's location.
C. Recommend purchasing a different brand of blender.
D. Offer to check the stockroom for any remaining inventory.

Answer 1

The best response is to check the stockroom for the product and, if unavailable, provide alternatives such as checking nearby stores or ordering it for delivery. Offering a money-back guarantee can further reassure customers.

Step-by-step explanation:

A sales associate's best response when a customer inquires about a product that is out of stock is to offer solutions that address the customer's immediate needs while maintaining good customer service. In this scenario, the associate should check the stockroom for any remaining inventory to confirm availability. If the blender is indeed out of stock, the associate can then suggest alternative options such as checking if nearby stores have it in stock, offering to order it for delivery, or recommending a similar product that is available.

This approach demonstrates a commitment to customer satisfaction and can help to maintain the store's reputation for quality. A money-back guarantee can also reassure customers in situations where they are purchasing items without physically seeing the product, as mentioned regarding firms like L.L. Bean and Amazon.