A customer wants a sofa but in a different fabric; what is the FIRST thing the associate should do?

• A. Check to see if the sofa can be special ordered in a different fabric.
• B. Tell the customer that the sofa probably comes only in the fabric shown.
• C. Suggest another style of sofa that is available in the fabric the customer wants.
• D. Ask why the customer does not like the fabric currently on the sofa.

Answer: (A)

When a customer asks for a sofa in a different fabric, the first step is to verify feasibility: can the sofa be special-ordered in that fabric? This approach directly addresses the request and keeps the sale moving by exploring a real option rather than closing doors upfront. It also helps set expectations about lead times, costs, and fabric availability early in the conversation. If it’s possible, you can share the specifics and next steps; if it isn’t, you can smoothly pivot to practical alternatives, like another style available in the desired fabric or a similar fabric in the same style. This keeps the customer engaged and shows you’re actively seeking a solution. Rushing to tell them the sofa is only available in the shown fabric or asking why they don’t like the current fabric without checking feasibility can prematurely shut down options and stall the process.