A customer requests an item advertised online but not found in the store. After apologizing, what should the associate do?

• A. Request the customer's permission to provide an alternative.
• B. Determine why the customer did not order the item online.
• C. Ask open-ended questions to suggest alternatives that match the customer's interests.
• D. Refer the customer back to the website because the item might be exclusive to the website.

Answer: (C)

The main idea here is to uncover what the customer truly wants and guide them to options that fit those needs. After apologizing, asking open-ended questions invites the customer to share preferences such as features, budget, timing, color, or size. This lets you tailor suggestions rather than guessing or pushing a generic alternative. By listening and then proposing substitutions that align with what matters to them, you demonstrate proactive, customer-focused service and increase the likelihood of a satisfying outcome. For example, you might ask what aspects are most important, whether they’d consider a similar item in stock, a different color or size, or an online option for order or pickup. If it turns out the person prefers online-exclusive items, you can offer to help place an online order for pickup or delivery, but the immediate move should be to explore needs and present fitting alternatives.