Question

A customer calls your luggage store in a panic and tells you that the zipper on his suitcase is no longer working. The customer leaves for a trip to Europe in two days. He has found a suitcase on your company's website that he would like to purchase. You do not have the suitcase in stock at your store but you can order it for the customer. Which of the following should you do?

a. Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery.
b. Tell the customer to contact the manufacturer about his current suitcase to see if it is under warranty.
c. Try to sell the customer a more expensive suitcase that you have in the store.
d. Provide a list of other luggage stores in the area that the customer can call.

Answer 1

In this situation, it is best to tell the customer the item can be ordered with overnight delivery.

Step-by-step explanation:

In this situation, the best course of action would be to tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery. This ensures that the customer gets the suitcase he wants in time for his trip. Contacting the manufacturer about the current suitcase might take time and may not guarantee a solution, and selling a more expensive suitcase might not be necessary if the customer is happy with the one on the website. Providing a list of other luggage stores is not the best alternative as the customer initially called your store for help.