A customer asks a stock clerk if a new item can be stocked in the store. How should the clerk respond?

• A. Tell her that the store does not typically do special orders.
• B. Ask the manager on duty to talk with her about stocking the item.
• C. Let her know that the item is not a popular item.
• D. Send her to another grocery store or specialty store that may carry the item.

Answer: (B)

When a customer asks for a new item to be stocked, the best move is to involve the person with the authority to approve such requests. The clerk should acknowledge the request and say they’ll connect the customer with the manager on duty who can discuss whether stocking the item is possible, what options exist (such as a special order or trial stocking), and what information is needed. This shows the customer you take their request seriously and follow the proper process, while ensuring accurate guidance about costs, lead times, and space constraints.

Escalating to the manager on duty also avoids giving false promises and keeps the customer informed about next steps. It’s more helpful than saying the store doesn’t do special orders, labeling the item as not popular, or directing the customer to another store, which can frustrate and disengage the customer.