A customer asks about stocking a newly requested item. What is the proper escalation?

• A. We cannot stock any new items.
• B. Tell them to try another store.
• C. Ask the customer to fill out a stocking request form.
• D. I'll check with the manager on duty to discuss stocking the item.

Answer: (D)

When a customer asks for a newly requested item, the proper move is to involve a supervisor to review the request and decide the next steps. Escalating to the manager on duty ensures the request is handled through the right channel, with awareness of store policies, inventory realities, supplier lead times, and space constraints. It also lets you communicate a credible plan or timeline back to the customer, rather than giving a definitive answer that might be incorrect.

This approach is better than saying you can’t stock new items, which closes the conversation prematurely; or telling the customer to try another store, which passes responsibility and wastes the customer’s time. While there may be an internal stocking request process, the immediate, customer-facing action is to escalate to the manager on duty to discuss feasibility and next steps.