Question

A customer is searching for a shoe in a particular size and asks an associate for help. The associate knows that this shoe is not available because an earlier search revealed that it was out of stock. What is the most appropriate response to this customer's request?

a. "I just put out the entire stock of that shoe yesterday. I'm pretty sure we are out of that shoe. Sorry.
b. "I think we sold the last shoe of that brand yesterday. That is really a popular shoe. You have great taste.
c. "I will double check the stock room to see if we are out. If we are I will be happy to call our other store to see if that store may have that shoe.

Answer 1

The correct answer is option c. The associate should reassure the customer they will double-check the stock and offer to call other stores if needed, showing a commitment to resolving the issue while providing excellent customer service.

Step-by-step explanation:

When faced with a customer inquiry about a shoe that is known to be out of stock, the associate should opt for a response that demonstrates excellent customer service while being truthful about the availability. A suitable approach would be:

"I will double check the stock room to see if we are out. If we are, I will be happy to call our other store to see if that store may have that shoe."

This response perfectly balances honesty about the situation with a proactive approach to finding a solution, much like how, in a different situation, floor markings were introduced at Gavi's Fast Food Restaurant to improve the efficiency of the service. The associate's offer to check again respects the customer's request and provides a fallback solution by checking other store availability, mirroring the customer service exemplified by the lunch-hour manager who sought to resolve customer complaints and enhance the shopping experience.